Happy & PollyReviews of happyandpolly.com

Response from Happy & PollyJul 7, 2023

Hello, Thank you for sharing your feedback regarding the product you purchased. We strive to maintain high-quality standards in all our products, and we regret that this issue occurred. We want to assure you that this is not a common occurrence, and we take your feedback seriously. To resolve this matter for you, we kindly request that you reach out to our customer service team with your order details and provide any relevant photos or videos of the issue. This will assist us in better understanding the situation and finding an appropriate solution. Thank you for choosing our product, and we look forward to resolving this issue to your satisfaction.

Response from Happy & PollyJul 6, 2023

Hello, We sincerely apologize for any inconvenience caused.While it may not affect the functionality of the water fountain, we understand that receiving a product with any imperfections can be disappointing. We strive to deliver products in pristine condition, and we will review our processes to prevent similar occurrences in the future. Regarding to the motor performance, we recommend checking the installation of the water fountain and adjusting the water flow(starting from 0:34) using the following instructional video: https://www.youtube.com/watch?v=59rgkerunEc Please feel free to reach to us if you have followed the instructions in the video and the problem persists. Thank you for your feedback and for choosing Happy & Polly.

Response from Happy & PollyJul 6, 2023

Hello, We sincerely apologize for the unfortunate incident regarding the delivery of your cat tree and the resulting damage it sustained. In order for us to assist you further, we kindly request that you reach out to our customer support team with videos or photos clearly showcasing the damage. This will help us assess the situation more accurately and determine the most suitable resolution for you. We truly appreciate your advice regarding the padding on the edges of our boxes. We will promptly report this to our production department. Rest assured, we are committed to continuously improving our packaging processes to ensure better protection for all our products during transit.

Response from Happy & PollyJul 6, 2023

Hello, We apologize for the experience you had with the fountain and understand your frustration. It's common for some cats to be curious and enjoy interacting with moving objects, including the top of the fountain. We recommend giving your feline friend some more time to acclimate to the water fountain. With time and patience, cats can adjust their behavior and learn to enjoy the fountain without disrupting its functionality. At Happy & Polly, we have certain guidelines in place for returns to ensure the health and safety of all beloved pets. We kindly ask for your understanding regarding our return policy. Please reach out to us, and we will work closely with you to find a resolution that will ensure your satisfaction.