Happy & Polly 🐾Happy & Polly is an online pet store that specializes in providing a selection of endearing and comfortable products for our beloved feline companions.🐾 We understand the special bond between cats and their cat parents. That's why our mission is to create a dreamland where cats and their loving parents can find everything they need. At Happy & Polly, we offer a diverse range of products, catering to both the daily needs of your cat and the desire for customized accessories. From essential items like Cat Trees and Water Fountains to unique options such as our Custom Pet Portrait Stamps/Phone Holder, we have curated a collection that encompasses both practicality and individuality.📨If you have any problems or concerns, please don't hesitate to email us. We'll get back to you within 48 hours. Visit Our website Email US
Happy & Polly (happyandpolly.com) has 907 customer reviews on Five Star Index, with an average rating of 4.1 out of 5.
Also known as
happyandpolly.com
Website
happyandpolly.com
Category
Pet Stores
Listed on Five Star Index
2026
About these reviews
Replies
The company replied to 24% of reviews.
Latest
Most recent review: July 2026.
Edits
Reviews are shown as their authors wrote them. The company can reply, but cannot edit them.
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Did not receive my refund and subscription was not cancelled
Response from Happy & PollyAug 20, 2024
Dear Customer,
We sincerely apologize for any inconvenience caused.
We want to reassure you that your subscription has been successfully canceled already. Regarding your refund, it typically takes 2-5 business days to process and return to your account. We appreciate your understanding and patience as this transaction is completed.
If you have any further questions or concerns, please feel free to reach out to us at [email protected]. We’re here to assist you.
Best regards,
Happy & Polly Team
SR
Stephanie R.
They never responded to my email
They never responded to my email
Response from Happy & PollyAug 16, 2024
Dear Customer,
We're truly sorry to hear about your experience and for any frustration this has caused. After reviewing our records, we found that we have responded to all emails, but we couldn't locate any chat history between you and our customer service department under this email address. It's possible that our responses were missed or that you might have contacted us using a different email.
Our customer service team will reach out to you again shortly at your current email address. If there's anything specific you need assistance with, please let us know—we're here to help and resolve any issues as quickly as possible.
Sorry again for the inconvenience caused you. Your patience and understanding will be much appreciated.
Best regards,
Happy & Polly Team
KY
K Y.
Convoluted Process
In order to receive your refund for returned products, you have to pay for shipping. You also have to do it within one week, in certain packaging, with certain conditions, and email them with a picture, details, etc. It's all a very specific, yet convoluted process. Then despite following the steps exactly they take their time in giving you, your money back. They tell you it will take at most 10 business days, which is not true. I reached out to send my product back the day I got it, 7/16. I was finally granted permission to return it the next day 7/17. I shipped it on 7/20. It got to them on 7/26. That means 8/9 would have been business day 10, yet I have heard nothing and have not received my money back. This headache has been going on for a month and I will not be doing this again.
Response from Happy & PollyAug 12, 2024
Dear Customer,
Thank you for sharing your feedback with us. We sincerely apologize for the frustration and inconvenience you experienced with your recent purchase.
While the refund has already been processed and should have reached your account, we recognize that the overall experience did not meet your expectations.
Your feedback is valuable to us, and we are actively working to improve our return processes to to ensure customers have a good shopping and after-sales experience.
We’re committed to making continuous improvements based on feedback like yours to ensure a better experience for all our customers. We deeply and sincerely regret losing your trust and hope you’ll consider giving us another chance in the future.
Thank you again for your feedback anyway, and we wish you and your pet all the best.
Best regards,
Happy & Polly Team
SA
Sabrina
Terrible experience
Terrible experience. Ordered two trees at the same time, one got to me with ease. The other one took WEEKS and I had to reach out multiple times for help. For the price, it’s not worth it. STAY AWAY!!
Response from Happy & PollyAug 9, 2024
Dear Customer,
Thank you for your feedback, and we sincerely apologize for the inconvenience you experienced with your order.
Sorry for the issue that the package was lost during transit, which caused the delay. Once we were made aware of the issue, we immediately sent a replacement and provided the tracking number to ensure you received your order as soon as possible. We strive to provide a seamless shopping experience for all our customers, and it’s disappointing to hear that we fell short in this instance.
Please rest assured that we are taking steps to improve our shipping process to prevent this from happening in the future. We value your business and want to make this right. If there is anything else we can do to address your concerns, please do not hesitate to reach out to us directly.
Thank you for your understanding, and also appreciate your patience throughout this process.
Best regards,
Happy & Polly Team
JC
J. C.
Very poor quality product and…
Very poor quality product and insufficient solutions from customer service. Item disintegrated within two days.
Response from Happy & PollyJul 10, 2024
Dear customer,
We want to clarify that our customer service team did receive and respond to your emails sent on 6/21. They hope you could help circle the damaged part in the screenshot they sent so that they could arrange to resend this part to you, but they haven't received your response. 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
SW
Sally W.
Poor Product Support
They asked me to send a video, which is too large to email, of their defective water fountain. The instructions were minimal at best. A USB plug without an adapter for power? And a proprietary filter?
Response from Happy & PollyJul 10, 2024
Dear Customer,
First and foremost, we apologize for any inconvenience you have experienced. We would like to clarify a few points regarding the contents of your package. As stated on the product page, the package includes the Ghost Water Fountain, IPX-8 Submersible Pump with USB line, Filter1, and Sucker1. We also specify the recommended filter replacement frequency on the product page.
For the adapter for power, you can use a universal phone charger head. The filters can be purchased separately for replacement as needed.
Additionally, we understand from our customer service department that the issue with your product is that the water pump is not working properly. If there are no issues with the installation, it is likely due to insufficient pump power. If your product is still under warranty, you could contact our customer service team to request a free-pump replacement.
We apologize for the inconvenience this has caused and appreciate your feedback.
Best Regards,
Rose
KE
KC E.
Custom stamp advertised with Ink. No ink.
Item was a custom stamp. Description said clearly that it included ink. It didn't, and I had to buy ink pads to complete the gift. I asked for a refund. No reply from vendor.
Response from Happy & PollyJul 1, 2024
Dear customer,
Thank you for your feedback. We apologize for any confusion regarding the ink for the custom stamp.
We would like to clarify that, the stamp comes pre-inked by our designers after the customization finished. However, it means the stamp comes with ink on the pad, not the separate replacement ink, which need to be purchased. Sorry for the confusion.
Additionally, our customer service colleague has already reviewed our email records and could not find any communication from you regarding this issue. Please feel free to reach out to our customer service team at [email protected] for any further assistance. We appreciate your understanding and support.
Best regards,
Rose
KZ
Kseniya Z.
Tastes bad, customer service not responsive
I purchased the fountain and a set of replacement filters. The fountain produces bitter plastic taste. I hoped that it would wash off with time, but it's been a month and it hasn't. I even tried filling it up with already filtered water and removing the “filtering balls,” and the taste is still bad. In addition, water often splashes outside of the fountain creating a puddle on the floor. This happens even if I don't fill it up completely.
Per return instructions, I emailed the customer service over two weeks but never received a response. I sent a follow up email and have not gotten a response to that either.
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
