Clay G.
We made the horrible mistake of…
We made the horrible mistake of purchasing from Happy Howl because we were told there was a 30 day guarantee. I got the variety pack. Their website somehow placed a discount code that I never entered myself. We received the food and my dog will not take a single bite of it. I sent an email and they responded saying to try a few different techniques to introduce the new food. Everything we tried failed. I let them know I gave it an honest try but she literally would not eat any of it. She has eaten Farmer's Dog and a few of the other higher end foods with no issue so this was really odd. They responded rudely saying that I entered the discount code and that they would not stand behind their product simply because of the discount code that I never even asked for. So now I'm stuck with over 30 boxes of food that my dog won't touch. I took it to my neighbors who have 3 rescue pups and literally none of the will touch it either. Absolutey HORRIBLE customer service and horrible product with an obvious discount code scam. RUN! Do not trust them. Stick with companies that have reliable customer service like Farmer's Dog and Ollie. The fact that a company will not stand behind their product because of a discount code that I literally knew nothing about is insane. But the rude customer service is a whole next level. I was able to protest this with my credit card and they reversed the charge but more importantly than the money I feel obligated to share my experience with this horrible company so that others aren't hit with the same scam.
Response from Happy HowlAug 22, 2025
We’re very sorry to hear that your experience didn’t meet expectations. While we always want our customers—and their dogs—to love Happy Howl, we also want to set the record straight with transparency and facts. 1. 30-Day Guarantee & Discount Code Use Our website clearly outlines that our 30-day money-back guarantee applies to first-time purchases of our sample pack with no discount applied. This is stated on the product page and reiterated in our policy section during checkout. In your case, you manually applied a promotional discount code during checkout, which is why your order was not eligible for a refund under our terms. We do not apply discount codes on behalf of customers, nor do we run hidden or auto-applied codes. The code entered was tied to a promotional offer, and this was reflected in your order confirmation and invoice. 2. Product Quality & Palatability Happy Howl is made with human-grade meat, bone broth, vegetables, and gentle carbohydrates, all cooked in a USDA-inspected facility. While many dogs love it—even picky eaters—we understand every dog is different. That’s why we recommend trying the sample pack first, which contains just 6 meals. You purchased a full box with over 30 meals, and the fact that your dog didn’t enjoy it is not something we can guarantee against—especially when no transition period is followed or when food is offered cold or without warming. We have many customers who have switched from brands like Farmer’s Dog, Ollie, and JustFoodForDogs and found great success with Happy Howl due to our shelf stability, quality ingredients, and digestibility. That said, no food will be a fit for 100% of dogs. 3. Customer Service Conduct At no point did any member of our team respond to you rudely. We reviewed the full transcript of your communication, and every message was professional, helpful, and solution-oriented. We offered guidance on introducing the food, provided detailed support, and reiterated the refund policy clearly. We’re sorry that you felt otherwise, but we also must uphold policies equally across all customers to ensure fairness. 4. Disputed Charge We were notified that your credit card company reversed the charge despite the policy being upheld on our side. While credit card companies often side with customers in good faith, it’s important to note that the reversal was not due to any confirmed wrongdoing or error on our part. We’ve accepted the outcome, and we consider the matter closed. ⸻ We genuinely wish this experience had been different for you and your dog, but we stand by the quality of our product and the professionalism of our team. If anyone reading this has questions about our guarantee, refund policy, or ingredients, we welcome them to reach out directly at [email protected]. Sincerely, The Happy Howl Team