Nayome O.
This was the worst customer service…
This was the worst customer service experience I have ever had. I ordered the F model and eagerly waited for it to be delivered. It’s such a cute cat tree and I felt like it would work well with the decor in my living room. It arrived and I eagerly opened the box. I started taking down out the pieces. It felt like cheap plyboard over thin fabric. Whatever, I can make quality sacrifices for the aesthetic. I started putting together the pieces using the bare bones ikea like instructions provided. The bottom pieces were not fitting together and were jutting off in jaunty angles. Something was wrong. I asked my wife to test her hand at it and she had the same problem. We tried again using the worlds fastest instructional video and still it was coming out wrong. I snapped some pics and sent them to customer service. They insisted I put it together wrong and sent me a link to the instructional video and told me to try again. Like an idiot I tried again. This began the months long fight to get a refund. I had to get both my bank and PayPal involved. Happy and Polly refused to issue a refund saying that I didn’t construct the tower properly rather than admit that their shoddy workmanship did not allow me to put the cat tower together. I’m no Mensa candidate but I have since put together two cat trees with no problem. Eventually, with PayPal as the mediator, it was agreed on that I would send back the cat tower in exchange for a refund which is not what is listed on their returns and refunds page. Originally they wanted me to ship a 35lb cat tower to China despite it being shipped to me from the West coast. After more mediation through PayPal they agreed to let me ship it to the east coast at my own expense. So I’m addition to not having a cat tower I also had to past out of pocket to send it back despite it being defective and arriving at my door like that. Overall a crappy company that sells crap and has crappy customer service. Buyer beware. I’m sure other people received cat trees that were great and all the pieces fit together but that wasn’t my experience and the fact that the company made it so difficult to get refund for their own mistake and didn’t stand by their own return and refund policies puts them on my never buy again list as well as tell all my friends not to buy from them list as well.
Response from Happy & PollySep 20, 2023
Hello, Thank you for your feedback. We apologize for any inconvenience caused. Happy & Polly will conduct a comprehensive investigation of your case. Regarding the return policies, Happy & Polly will issue an exchange or a full refund including shipping for any damaged, defective, or mis-shipped items. It's important to note that we operate several warehouses within the United States, so you'll only need to return the product to one of our conveniently located U.S. warehouses. To assist you further, kindly share your order details with us by emailing [email protected]. This will enable us to promptly investigate your situation and work towards finding a satisfactory solution. Your feedback is important to us, and we appreciate the opportunity to make things right.