Your feline friend's cheerful sidekick! Dedicated to creating a stress-free, happy environment for pets everywhere. We're here to keep tails high and whiskers twitching with joy!
TherapetMD (therapetmd.com) has 3,136 customer reviews on Five Star Index, with an average rating of 4.4 out of 5.
Also known as
therapetmd.com
Website
therapetmd.com
Category
Pet Stores
Location
Sheridan, Wyoming
Listed on Five Star Index
2026
About these reviews
Replies
The company replied to 19% of reviews.
Latest
Most recent review: October 2026.
Edits
Reviews are shown as their authors wrote them. The company can reply, but cannot edit them.
Score
This company cannot pay to remove reviews or change its score.
Diffuser arrived plugged in gave off horrible burning smell. Contacted company who declined to honor return policy because the box was opened but agreed diffuser was defective then offered partial refund then stated not allowed to ship back defective product. Had to file dispute through PayPal and credit card. PayPal stated company located in China (probably why no returns) noticed reviews are hidden on their website. Warning - do everything through texting if problems with order, only way to prove what was said.
Response from TherapetMDJan 20, 2025
Hi Jen,
Thank you for taking the time to share your feedback. We sincerely apologize for the negative experience you had with our product and service. Your concerns are very important to us, and we want to make this right for you.
We take claims regarding defective products very seriously and would love the opportunity to review your case thoroughly. If your diffuser is indeed defective, we are committed to processing a full refund for you.
To help us resolve this matter as quickly as possible, could you please provide us with your order number? Alternatively, you’re welcome to reach out directly to our customer support team at [email protected]. We will prioritize your case and ensure that all issues are addressed promptly and fairly.
We truly regret the frustration this situation has caused and are committed to improving your experience. Thank you for bringing this to our attention, and we hope to resolve this for you soon.
Best Regards,
Dawtie of TheraPetMD
CL
Carolyn L.
Made 7 out of my 13 cats super sick
Made 7 out of my 13 cats super sick. I would not recommend. Coughing sneezing lethargic. This is the only thing new so this is 100% the issue. Having to run air purifiers to get this crap out of my house
Response from TherapetMDJan 16, 2025
Hi Carolyn,
We sincerely apologize for the distressing experience you and your cats have gone through. As pet lovers, we understand how upsetting this must be and want to assure you that your concerns are taken very seriously.
Our products are designed with the utmost care to be safe for pets when used as directed. However, we recognize that every pet is unique, and sensitivities can sometimes occur. We are truly sorry to hear about the health issues your cats have experienced.
Our customer service support team is already looking into this matter and will be reaching out to you directly to gather more details. We want to understand exactly what happened so we can take appropriate action and assist you further.
Thank you for bringing this to our attention. We’re committed to ensuring the safety and well-being of your pets and will do everything we can to address this situation.
Best Regards,
Dawtie of TheraPetMD
FB
Fonda B.
Dont waste uour money i cant even get…
Dont waste uour money i cant even get mine to turn on
Response from TherapetMDJan 4, 2025
Hello Fonda,
Thank you for sharing your feedback. We're sorry to hear about your concerns with the diffuser and want to assure you that we're here to help.
The light on the diffuser is intentionally designed to be subtle, ensuring it doesn’t distract your pets or clash with your home decor. Because of this, it can be challenging to see during daylight hours, but it becomes more noticeable in a darker environment. This feature is part of the design to make it both functional and unobtrusive.
We’ve already reached out to you with detailed instructions on how to activate and check your diffuser. If there’s still an issue after following the steps, please don’t hesitate to get in touch. Your feedback is invaluable in helping us improve, and we appreciate you giving us the opportunity to address your concerns. Rest assured, we’ll do everything we can to ensure you’re satisfied with your purchase.
Best Regards,
Dawtie of TheraPetMD
RC
Rebecca C.
DOES NOT COMPLY WITH UK ELECTRICAL…
DOES NOT COMPLY WITH UK ELECTRICAL SYSTEMS: DANGER DO NOT BUY
whilst being sold to UK market with a uk compatable plug, there’s a big warning on the box saying “TO BE USED WITH 110-120V AC ONLY” but UK electrical system runs at 240v. This is HIGHLY DANGEROUS and a FIRE SAFETY RISK
I contacted them and their response was basically “oh is an mis labelling and it’s fine and safe” … you don’t “mis label” vital safety information
They have since refunded this purchase
Response from TherapetMDJan 1, 2025
Hi Rebecca,
Thank you for bringing this to our attention. We understand your concerns and apologize for any confusion. To clarify, rest assured, the TheraPet diffuser is designed to safely operate with voltages up to 240V, making it fully compatible with the UK electrical system. The materials used for the diffuser head can also withstand temperatures of up to 240 degrees Celsius, ensuring safety during use.
We have received positive feedback from many UK customers, and no issues have been reported regarding the product's compatibility or safety. However, we take your feedback seriously and appreciate the opportunity to address your concerns.
If you have any further questions or would like additional reassurance, please feel free to reach out to us directly. Your safety and satisfaction are of utmost importance to us.
Best Regards,
Dawtie of TheraPetMD
LC
Lorraine C.
Upon receiving the starter kit I read…
Upon receiving the starter kit I read the.instructions to discover that the area that you plug the diffuser into must have 4 ft. of clearance! This wasn't Anywhere in the description! I share my small home and there's little space for anything. I have no plug available with required clearance. I need to Return it. While attempting to do so I discover that not only do I pay for return shipping, I also lose 9+ dollars in fees! This also wasn't in the description. So I can keep a useless $35 item or return it for around a $15 refund!
Do your research people.
Response from TherapetMDDec 27, 2024
Hi Lorraine,
Thank you for sharing your feedback, and we sincerely apologize for the frustration you’ve experienced. We strive to provide clear information about our products, and we regret that the details about the required clearance for optimal diffuser performance were not as apparent as they should have been.
The diffuser works best when placed in an area with at least 4 feet of clearance to allow the calming vapor to disperse effectively into the room. We understand that this requirement might not be suitable for every home setup, and we are truly sorry for any inconvenience this has caused.
Regarding the return policy, we do our best to be transparent by including information about return shipping costs and the $9 restocking fee in our terms. However, we understand how this might have been missed, and we’re sorry for any disappointment this has caused.
Our goal is to ensure customer satisfaction, and we’d love the opportunity to help find a resolution that works for you. If you’d like, we can explore alternative solutions to maximize the diffuser’s performance or assist you further with your return.
We appreciate your feedback as it helps us improve and better serve our customers. If there’s anything else we can do for you, please don’t hesitate to reach out. Thank you for giving us the chance to make things right.
Best Regards,
Dawtie of TheraPetMD
LA
Laurie
Awful customer service, junk product, deceptive business practices
I cannot for the life of me get this company to reply to me with an address where to return this merchandise to so I can obtain a refund. The merchandise was not as advertised at all. It did not work (no animal behavior change), emitted a strong odor that made me ill, and leaked an oily substance below the diffuser. On their website they offer a money back guarantee within 30 days of delivery, however I’m not sure how getting one’s money back would be possible because they either don’t reply to customer inquiries or it takes days for them to respond at which point they try to offer you a 30% refund instead of providing the address and any specific details about the return process (like, is a return merchandise authorization number needed?). My contact log with them is as follows:
• Sunday, 12/8/24: Arrived and plugged unit in and product leaked oily substance from diffuser, but still left it plugged in to see if it would work. The diffuser emits a strong, sour odor that makes me feel ill.
• Friday, 12/13/24 2:55pm MST: Emailed customer service requesting to begin the return process because the product makes me ill.
• Monday, 12/16/24 11:50am MST: “Khesy” emailed and offered a 30% partial refund to keep the product.
• Monday, 12/16/24 12:10pm MST: I emailed “Khesy” that I’d prefer to return the items and requested an authorization code.
• Tuesday, 12/17/24 12:22pm MST: Called customer service twice. Never was able to reach agent; left vmail w/ instructions as directed.
• Tuesday, 12/17/24 12:27pm MST: Still no response from company. Emailed again how to proceed with refund.
• Wednesday, 12/18/24 11:32am MST: Still no response from company. Emailed again how to proceed with refund.
• Wednesday, 12/18/24 3:10pm MST: Called customer service. Never was able to reach agent; left vmail w/ instructions as directed.
• Thursday, 12/19/24 12:31pm MST: Still no response from company. Emailed again how to proceed with refund.
• Thursday, 12/19/24 12:21pm MST: Called customer service. Never was able to reach agent; left vmail w/ instructions as directed.
• Thursday, 12/19/24 – Submitted a comment on one of their postings on Facebook social media.
• Thursday, 12/19/24 ~8:30pm MST: Company AI Bot replied to my social media comment on Facebook and told me to reach out to them to get help with resolving my issue.
• Thursday, 12/19/24 ~9:41pm MST: Replied that I’ve attempted to contact them multiple times with no success.
• Thursday, 12/19/24 minutes later: Another AI bot reply with the same message they previously sent.
It shouldn’t be this difficult to initiate a return. I see multiple other people have had this same experience (1-star reviews on Trustpilot.com) so I’ll be disputing the credit card transaction. Next I’ll be contacting the Bureau of Consumer Protection (part of the Federal Trade Commission (FTC) at https : //reportfraud.ftc.gov/ to submit a complaint about this company’s deceptive business practices.
Updates as of 12/26/24:
• Friday, 12/20/24 4:06am MST: “Edward” emailed and asked me to send them photos of the merchandise I was requesting to return, but provided no return address. In lieu of proceeding with a return for refund, “Edward” offered a 45% partial refund to keep the product as a means to end this process.
• Sunday, 12/22/24 6:13PM MST: I sent TheraPet associate “Edward” photos of the merchandise I’d like to return and requested the return address, again.
• Monday, 12/23/24 3:48pm MST: TheraPet associate “Edward” said based on my photos, my items were not eligible for return, however offered the 45% partial refund, again.
• Monday, 12/23/24 4:20pm MST: I responded to TheraPet that this process was ridiculous, and their refund/money back guarantee policy is deceptive and their business practices predatory (and that’d I’d be filing a compliant with Federal Trade Comission Beureau of Consumer Protection.
• Tuesday, 12/24/24: 5:17am MST: Trustpilot sent a note that TherapetMD wants more details about my order so they can respond to my negative review (to which I responded/provided).
• Tuesday, 12/24/24 3:43pm MST: TheraPet associate “Edward” responded to my email sent Friday, 12/13/24 2:55pm MST apologized for confusion about what I believe is their deceptive refund/money back guarantee policy and upped my refund to 60% partial refund.
Update as of 27 December, 2024.
TheraPet left me a voicemail today that they would be refunding 100% of my money - which I appreciate. What felt odd was that in the same sentence they asked that I pull down my review (which I will not do, as it was my true, honest experience and others have been impacted similarly.) In the end, it took more time and frustration than it should've to get resolution.
Response from TherapetMDDec 27, 2024
Hi Laurie,
We deeply regret the frustration and inconvenience you’ve experienced, and we sincerely apologize for the challenges you’ve faced in trying to return your product. Your feedback is invaluable to us, and we’re grateful for the opportunity to address your concerns directly.
Our customer support team is actively reviewing your order and correspondence to ensure we provide a resolution as quickly as possible. We acknowledge that the return process should not be this difficult, and we’re sorry for the delays in communication and the confusion surrounding our return policy.
Regarding the restocking fee, we aim to be transparent by including it in our return policy, but we understand how this might have been missed. As for the diffuser’s performance, achieving the best results requires proper placement with at least 4 feet of clearance for the vapor to disperse effectively. We apologize that these details were not clear upfront and that the product did not meet your expectations. The leaking issue and odor you experienced are not typical and fall far below our quality standards.
We are committed to making this right and will escalate your case to our management team for further review.
Thank you for bringing this to our attention, and we deeply apologize for any disappointment caused. Please rest assured that we’re taking your feedback seriously and will use it to improve our processes and communication.
Best Regards,
Dawtie of TheraPetMD
TP
Tracy P.
Terrible customer service my order is…
Terrible customer service my order is missing. I have e mailed 3 times send a fb message and even commented on a post and no one is coming back to deal with the issue. They have my money I have no product.
SCAM
EDIT the reply came after I posted 3 reviews.
Response from TherapetMDDec 20, 2024
Hello Tracy,
We're truly sorry for the experience you've had. Upon investigation, we can see that a member of our customer care team is actively looking into your order and has responded to your message.
We completely understand how frustrating it is to feel unheard, and this is not the experience we want for our customers. Please rest assured that we’re working to resolve this for you as quickly as possible.
If there’s anything else we can do to support you in the meantime, feel free to reply to our message or reach out again. We’re committed to making this right.
Thank you for your patience and understanding.
Best Regards,
Dawtie of TheraPetMD
JF
Julie F.
I ordered 6 bottles and it came with 3…
I ordered 6 bottles and it came with 3 plug in diffusers. I plugged all 3 in my living room. I have 2 cats and they fight. It’s been 2 weeks and I’ve noticed zero difference. I am now trying to return the product within the 30 day window and it’s become quite the hassle. I messaged yesterday because it’s the only way to initiate a return. I received no response yet. I messaged again today and did the live chat which no one responded to. I have to pay the return shipping and a $9.00 restocking fee. I guess o never read the fine print. Fingers crossed I can get customer support to respond so I can get a partial refund. I spent 75.00 on something that did not work.
Response from TherapetMDDec 27, 2024
Hi Julie,
Thank you for sharing your feedback. We sincerely apologize that our product didn't work as expected for you and your cats. We understand how frustrating this must be, especially after investing in a solution.
One of our support team members is currently reviewing your order and has already reached out via email with suggestions on how to maximize the diffuser's performance. We genuinely hope these tips will help improve the situation for you and your fur babies.
We also want to assure you that we take all concerns seriously, and we will work to resolve this for you as quickly as possible. We appreciate your patience and understanding. Should you need further assistance, please don’t hesitate to reach out.
Best Regards,
Dawtie of TheraPetMD
