Happy HowlReviews of thehappyhowl.com

Response from Happy HowlAug 22, 2025

We take your concerns seriously and want to clarify a few key points for accuracy. 1. Shipping History & UPS Tracking Our records show that your previous orders were shipped on time or early, with tracking numbers and delivery confirmations through UPS. In the most recent case, your order was successfully handed off to UPS. According to the tracking data, the package was marked “Returned to Sender” at your request. This return request did not originate from our team—we did not intercept or cancel your shipment. We understand that shipping issues are frustrating, especially when third-party carriers are involved, but based on all verified data from UPS, the package was released and returned per your request or someone acting on your behalf. 2. Overnight Resend Offer After the return occurred, our team offered to overnight a replacement to resolve the issue quickly. You were informed that the package would ship the next day. However, your communication stopped and you ultimately filed a dispute with your credit card before we were able to complete the resend. 3. Customer Service Conduct Our customer service team handled this situation with professionalism and multiple attempts to resolve the issue promptly. At no point did we “lie” or deny responsibility—we acted based on the live UPS tracking information and followed up in good faith to make things right. We understand your frustration, but your claim that we “never shipped” the order is not supported by the carrier’s own records. ⸻ We stand by the integrity of our support team and our shipping process. That said, if you’d like to reopen the conversation and reach a resolution directly with us, we welcome you to contact us at [email protected]. Sincerely, The Happy Howl Team

Response from Happy HowlAug 22, 2025

Thank you for your feedback, and we’re genuinely sorry to hear this was your experience. We’d like to offer some important clarification while also acknowledging your concerns. 1. Subscription Setup Transparency When placing your order, the subscription model is clearly presented at checkout, including the default delivery frequency, pricing, and recurring charge details. You would have had to confirm and approve the subscription terms before completing your purchase, and this is reinforced in both your order confirmation and shipping reminder emails. We also send a pre-shipment reminder email 5 days before every renewal, giving customers time to cancel or pause upcoming orders. Your account showed the subscription remained active at the time of your second charge. 2. Refund & Return Policy Because our food is perishable and classified as human-grade, we are unable to accept returns once it leaves our facility, even if unopened. This is standard for shelf-stable pet food, and it’s clearly stated in our policy at checkout and in our FAQs. That said, we always try to work with our customers to offer support options when possible. 3. We’re Here to Help We completely understand that $99 is a meaningful amount, and we’re truly sorry your dog didn’t enjoy the food. While every dog is different, many just need a slower introduction to a new formula. If you’re open to it, our team would be happy to offer tips or guide you through a successful transition—or help you donate the food to a local rescue in your area. Please don’t hesitate to reach out to us directly at [email protected]. We’d love the opportunity to help make this right however we can. Warmly, The Happy Howl Team

Response from Happy HowlAug 22, 2025

We’re incredibly sorry to hear about your experience and want to address your claims with accuracy, transparency, and respect—especially given the serious nature of what you’ve shared. 1. Product Quality & Veterinary Concern We take product quality and safety extremely seriously. Every batch of Happy Howl is produced in a USDA-inspected human-grade facility under strict quality control protocols, including batch-level testing for nutritional consistency. If you received a box that appeared “watered down,” we wish you had provided photos or documentation when first contacting us—we would have immediately escalated it to our QA team for investigation. We still welcome that documentation and are happy to follow up. Regarding your dog’s elevated liver values: we have no record of being contacted with veterinary documentation. If you believe our product contributed to any health issue, we urge you to share full medical records so we can engage our internal team and third-party nutritionists. Without this, we cannot validate or respond to the medical claim responsibly. 2. Subscription Cancellation You canceled your subscription after your last shipment but before the next renewal, and your account confirms that no charge was processed after cancellation. A temporary hold may have appeared on your bank statement from your card issuer, which was never captured and was reversed automatically. No shipment was sent and no charge was finalized after your cancellation. 3. Support Access & Contact Attempts We operate via email-based support to ensure detailed, trackable communication for every case. We respond to every customer inquiry, and we have no record of unanswered emails or support tickets tied to your name or email address. If you contacted us under a different email, we encourage you to forward those communications so we can investigate fully. We do not use a chatbot for customer service—all messages are reviewed by trained team members. We do not ignore support cases, and we do not “refuse” to respond. 4. Billing Dispute & Double Shipment You mentioned receiving a double shipment and being billed for it in error. We have no records of a double charge or of your account being billed for more than what was authorized. However, we did issue a courtesy refund when you disputed a later charge—even though it had already been processed. That action was taken to prioritize resolution and goodwill. 5. Trustpilot Review Challenge We dispute reviews only in cases where: • The reviewer’s identity cannot be verified, • The claims include provably false or defamatory information, or • The review violates Trustpilot’s own terms (e.g. inappropriate language, duplicate reviews, etc.). Any claim that we are intentionally suppressing negative reviews is simply untrue. We welcome honest feedback—positive or negative—because it helps us improve. ⸻ We fully respect your right to share your experience, but we also believe it’s important to clarify facts when misinformation is presented. If you’re willing to re-engage in a respectful and solution-focused dialogue, we are here and happy to review everything in detail at [email protected]. Sincerely, The Happy Howl Team

Response from Happy HowlAug 22, 2025

First, we want to say how truly sorry we are to hear that your dog is unwell. We know how heartbreaking that is, and we understand that when you’re doing everything you can for a sick pup, every detail matters—especially timing and support. That said, we do need to correct several misstatements from your review to ensure others reading this have an accurate understanding of our policies and communication. 1. Shipping & Delivery Timing Your order was placed on Saturday evening, and it shipped first thing Monday, which is standard for orders placed over the weekend. You selected 2-day shipping, and your tracking confirms it was delivered on-time Friday. UPS 2-Day shipping refers to business days, not calendar days, and delivery occurred within the service window you selected. We’re sorry that this wasn’t clear, and we’ll work to communicate this more effectively on our checkout page. 2. Refund Policy & Discount Code Use Our 30-day money-back guarantee applies to first-time sample box purchases at full price. This is clearly stated on our website and reiterated in the policy terms during checkout. You applied a promotional discount code, which, as outlined in the fine print of the offer, makes the order non-refundable. We don’t hide this policy—it’s disclosed before checkout, in the cart, and on our FAQ page. We understand that this may not have been obvious in the moment, but we do not “trick” or mislead customers—our goal is to be as transparent as possible while balancing the realities of selling perishable, human-grade food that cannot be resold or returned. 3. Customer Support & Clyde We reviewed the full transcript of your exchange with Clyde, and while the interaction remained professional, we recognize that it may have felt impersonal given the situation. We’re sorry you felt unheard, and we’ll be using this as a coaching opportunity to improve our responsiveness and empathy, especially in sensitive circumstances like yours. That said, Clyde did attempt to clarify shipping timelines, walk you through our palatability tips, and explain the refund policy as kindly and clearly as possible. He did not ignore your emails, nor did he dismiss your concerns—we reviewed it closely. ⸻ We sincerely wish your dog the best and hope she finds a food that works for her during this time. If you’d like to continue the conversation or share veterinary records to help us flag any ingredient concerns, we’re always available at [email protected]. Warmly, The Happy Howl Team

Response from Happy HowlJul 7, 2024

Hello - all that is required is that you cancel your subscription prior to its renewal. You can also order one-time orders without subscription! This is standard across any subscription offering in any industry. As long as you cancel prior to your recurring subscription, your subscription will be cancelled!

Response from Happy HowlAug 22, 2025

We’re sorry to hear about your experience and want to address your concerns directly and respectfully—especially since we agree on one thing: we’re proud of the quality of our food and work hard to make sure it reaches dogs who need it. 1. Shipping Timeline & Carrier Your order was placed on June 13th and shipped via UPS 2-Day service, which refers to two business days from the date of shipment, not from the date of purchase. According to the UPS tracking information, the package was marked as delivered on June 19th, but to an address that you’ve indicated was incorrect. In these rare cases, we’re happy to investigate with the carrier and file a lost or misdelivered package claim, which you declined to pursue when we offered it. 2. Customer Support Availability We currently operate via email-based and message-based support, not live phone support, to ensure every case is documented clearly and followed through by our team. We typically respond within a few business hours, and we’ve reviewed your messages—our team did respond to your concerns, offered a resolution path, and explained the UPS claims process. We understand this support model may not work for everyone, but we prioritize thorough and accurate service, not rushed or impersonal phone scripts. 3. Refund & Resolution We’re disappointed that this situation led you to feel we “took your money.” If a UPS misdelivery occurred, we are more than willing to file a claim on your behalf and get the matter resolved—but that requires your confirmation and a willingness to engage with the process. We are not UPS, but we do work with them closely to resolve any shipping issues when given the opportunity. ⸻ We know it’s frustrating when a delivery issue derails your experience, especially when your pet’s nutrition is on the line. We’re here and ready to help you get this resolved—just reach out to [email protected] and let us know you’d like us to file the claim. Sincerely, The Happy Howl Team

Response from Happy HowlJun 18, 2024

Hi Teri - upon review, your subscription was cancelled upon your first request. Our tips for helping your dog eat their food was simply our recommendation in attempt to help you get the most value out of your purchase, not intended to mislead you in anyway as we indicated in all of our correspondence. Additionally, our website allows all subscribers to simply login to their account using the email used for the purchase and make any changes to your account at any time, including canceling your account. We hope this information was as useful in your feedback process as your information to us. Thank you very much and please let us know if we can help you in any other way!