Happy & PollyReviews of happyandpolly.com

Response from Happy & PollyJun 27, 2024

Dear Hope, Thank you for your feedback, and we apologize for the inconvenience. Please confirm if you received and correctly installed the included water flow regulator. If not, we kindly ask you to install it. This is a key component to adjusting water flow. If the issue persists even after proper installation, please contact our customer service team at [email protected] and provide a video showing the problem. They will promptly assist you in troubleshooting and providing a better solution for your cat's drinking fountain. Thank you for your understanding and cooperation. Best regards, Rose

Response from Happy & PollyJun 26, 2024

Dear Customer, Thank you for sharing your experience. We would like to address the concerns you mentioned in your review one by one. Firstly, regarding the taste issue, our ceramic fountains are designed to be tasteless. It’s possible that the filter cartridges have been stored for a long time, causing the plastic taste. We recommend airing out the filter cartridges for a few days. As mentioned on the product page, we advise replacing the filter cartridges once a month and clean the fountain every week. You could also use a little dishwashing detergent when cleaning the fountain and internal components. Secondly, about the splashing water, please ensure that the black triangular sucker, which should be installed above the filter cartridge, is properly attached. This is usually the cause of water splashes. If you have installed this part correctly, we suggest adjusting the water flow as per the instructions in the product videos available on our official YouTube channel: https://www.youtube.com/watch?v=KQFldiVGrQ8. This should significantly reduce the splashing issue. Additionally, we want to clarify that our customer service team did receive and respond to your emails sent on 6/7 and 6/18. If you did not receive our responses, please check your spam folder or ensure there are no issues with your email account. You can contact us using a different email address or provide us with a new one, and our customer service team will reach out within 24 hours. We will also send screenshots of the previous responses and assist with your current product issues. Anyway, we appreciate your feedback, as it helps us improve. We will be more vigilant in ensuring our communication tools function properly to address our customers' concerns promptly and effectively in the next business. Best regards, Rose

Response from Happy & PollyJun 25, 2024

Dear Mildred Martínez García, We apologize for the inconvenience you experienced. Our customer service department has reviewed our email records and found that we responded to you on June 5th, informing you that we would send a replacement for the lost item. If you did not receive this response, we recommend checking your spam or junk folder. According to our tracking records, your replacement package was delivered via DHL on June 13, 2024, at 17:24 local time. If you have not received it, our customer service team will immediately assist with the investigation and will respond with a resolution within 24 hours. We appreciate your feedback and will strive to improve our services in the future. Best regards, Rose