Happy & PollyReviews of happyandpolly.com

Response from Happy & PollyJun 13, 2024

Dear customer, Thank you for your feedback. Regarding the incorrectly drilled board on the cat tree, since we only received some photos just show the board, which didn’t clearly show the specific issue, and no detailed video, our customer service team likely needed more information to better assist you. We apologize for any frustration this may have caused. For the mushroom bed, it is normal for the product to appear slightly collapsed due to vacuum packaging and compression during shipping. You can fluff the bed by hand or fill it with items to help it regain its shape. It should return to normal after a few days. If you encounter any other issues, please do not hesitate to contact our customer service team for further assistance. Lastly, please be assured that we do not delete any customer feedback or reviews, nor do we have the authority to do so. We value all feedback as it helps us improve products and services.However, all reviews need to undergo a platform review process, which is the reason why you cannot see your review at once. But please don't worry, once completed, your review will be displayed. We appreciate your patience in this matter. Thank you for bringing these issues to our attention. We are committed to improving our products and services. Best Regards, Rose

Response from Happy & PollyJun 7, 2024

Dear Customer, Thank you for your feedback. We apologize for any inconvenience you've experienced with the Gothic Cat Tree. Regarding the size, we do list the dimensions of each platform on our product page. We are sorry to hear that the cat tree still feels small for your needs. Actually our product has undergone a recent upgrade to improve its quality and stability, making it one of the more supportive cat trees available in our stores. If you feel that the tree is not supportive enough, there may be something wrong. To identify the problem correctly, could you please ensure that all screws are correctly installed and tightened? We always put our customers first. Although we do not allow returns on items purchased during special sales, if your product has not been installed and used, we are very willing to make an exception for you. We recommend that you contact our customer service department for assistance. Thank you for your understanding and support. Best Regards, Rose

Response from Happy & PollyJun 6, 2024

Dear Customer, Thank you for your feedback, and we deeply apologize for the disappointment and inconvenience this has caused. We noticed that you left a note on your order requesting delivery by a specific date, which was only 6 days from the order date. Considering the time needed for customization and shipping, we were concerned about meeting this tight deadline. So our customer service team reached out to you promptly after your order was placed to explain this situation. In our email, we provided an estimated shipping date and asked for your confirmation. Unfortunately, we did not receive a response from you. After several months with still no email reply or further inquiries about your order, our order management team assumed that you no longer needed the product, leading to the cancellation and refund. It seems there may have been a misunderstanding, possibly due to our email ending up in your spam folder. If you are still interested in the product, please feel free to contact our customer service team. They will be happy to offer you a larger discount as a gesture of goodwill. Your past support means a lot to us, and we will strive to improve our service in future transactions. We truly appreciate your understanding and feedback. Best regards, Rose

Response from Happy & PollyMay 24, 2024

Dear Valued Customer, Thank you very much for your feedback on our tofu cat litter. We sincerely apologize for any issues you encountered. We regret to hear about the clumping issue you mentioned. Our tofu cat litter undergoes extensive testing to provide the best experience for cats. We recommend following the suggested usage amount and properly increasing the litter's thickness to ensure better clumping effect. Regarding the litter tracking outside the box, our cat litter is designed to minimize this, but actual results may vary based on your cat’s habits and the type of litter box used. Hope to get your understanding. We also take the odor issue very seriously. Our tofu cat litter is made from food-grade materials, striving to minimize odors. If you find the odor problem persists, we suggest cleaning the litter box more frequently to maintain its cleanliness. Additionally, we highly value your input, we will forward your feedback to our R&D team to further improve the product formula and enhance odor control. Thank you again for your feedback and support. We are committed to providing high-quality products and services for every customer and their cats. If you have any further questions or need assistance, please feel free to contact our customer service team at [email protected]. Wishing you and your cat a wonderful day! Best Regards, Rose

Response from Happy & PollyMay 8, 2024

Hi, Sorry for bringing you the bad shopping experience. To better understand the specifics of the issues you encountered with our products, could you please provide more details? Your feedback is valuable to us, and we are committed to resolving any concerns you may have. If you could kindly share your email address or preferred contact information, we would be more than happy to reach out to you directly to address and resolve any issues promptly. Thank you for bringing this to our attention, and we look forward to hearing from you soon. Best Regards, Rose

Response from Happy & PollyMay 6, 2024

Hi, We have reviewed our email records and confirm that we responded to your email on April 24, the same day when you emailed to us to seek assistance from our customer service team. Our response was sent approximately 9 hours after receiving your initial inquiry. If you have not received our email, we kindly suggest trying checking your spam or junk folder. Thank you for your understanding. Best Regards, Rose

Response from Happy & PollyApr 24, 2024

Dear Customer, Thank you for your feedback regarding your experience with the tofu litter. It's important to note that transitioning from one type of cat litter to another requires a gradual adaptation process for your cat. Abruptly changing the litter may lead to reluctance or refusal to use it, which is normal for pets to try new things. We recommend following these guidelines to help your cat adjust: Mixing Litters: Start by mixing a small amount of the new tofu litter with your cat's current litter in the litter box. Gradually increase the ratio of tofu litter over several days until it becomes the sole litter. Observation: Monitor your cat's behavior during this transition period. Some cats may take longer to adjust, while others may adapt quickly. Positive Reinforcement: Encourage your cat to use the new litter by placing treats or toys near the litter box. Positive reinforcement can help associate the new litter with positive experiences. You could consider allowing your cat more time to adjust to the new litter, following the guidelines mentioned above. This should be beneficial. Thank you once again for your feedback. Best regards, Rose

Response from Happy & PollyApr 19, 2024

Hi, We understand your frustration and apologize for any inconvenience caused. Our customer service team operates during specific hours, which unfortunately led to a delayed response. Please rest assured, we have promptly informed our team to address your email as soon as they are back online. Additionally, upon checking our records, we can confirm that your order was successfully delivered to your Mailbox on March 25, 2024, at 10:45 am. We kindly suggest checking this location for your package. If you require further assistance or have any additional questions, please don't hesitate to reach out via any of these 3 methods: https://happyandpolly.com/pages/contact. We are here to provide you with the support you need to resolve any issues as efficiently as possible. Thank you for your patience and understanding. Best regards, Rose