TherapetMDReviews of therapetmd.com

Response from TherapetMDNov 28, 2024

Hi Betsy, We deeply regret the experience you’ve had and sincerely apologize for any frustration caused by the delays and communication issues. Upon review, we see that one of our customer service representatives has reached out to investigate further and assist with resolving the issue. Your feedback is extremely valuable to us, and we take concerns like yours very seriously. While we’re relieved to hear that the matter was ultimately resolved through PayPal, we recognize that this does not excuse the challenges you encountered. Please rest assured that we are working to improve our processes to prevent such situations in the future. We hope you’ll give us the opportunity to regain your trust. Should you have any further concerns or questions, feel free to reach out to us directly. Best Regards, Dawtie of TheraPetMD

Response from TherapetMDNov 28, 2024

Hi Melissa, Thank you for taking the time to share your feedback. We’re truly sorry to hear about your experience and any frustration it may have caused. We’d like to clarify a few points to address your concerns. Our Money-Back Guarantee is designed to ensure customer satisfaction, and we never ask customers to return used items since they cannot be restocked or resold. We understand that this process should be as simple and transparent as possible, and we’re always open to feedback on how we can improve. Regarding reviews on our website, we strive to maintain transparency by displaying genuine customer feedback. If you encountered any technical issues while trying to view them, we sincerely apologize. We’re happy to provide you with a direct link or further support if needed. If you’d like us to take another look at your situation or have any unresolved concerns, we’re here to help. Please feel free to reach out to our support team, and we’ll do our best to make things right. We value your trust and hope to have the opportunity to turn your experience around. Best Regards, Dawtie of TheraPetMD

Response from TherapetMDNov 25, 2024

Hi M P, Thank you for sharing your experience with us. We’re truly sorry for any confusion or frustration you’ve encountered. Your feedback is incredibly important, and we want to address your concerns as clearly as possible. We want to assure you that we do not require the return of used or opened items. Our policy only asks for the return of unopened and unused items to maintain product integrity. However, if a product has already been used and you’re unsatisfied, we will still honor a full refund under our satisfaction guarantee. We understand that this may not have been clear, and we’re actively working on making our return policy more transparent and easier to understand. We also apologize if our product setup instructions were not as clear as they should have been. The 4-foot clearance recommendation is intended to ensure optimal performance, and we recognize that sharing this information earlier in the process would have been helpful. If you have any unresolved concerns or would like us to take another look at your situation, we’re happy to help. Please reach out to our support team, and we’ll do our very best to make things right for you. Thank you for your patience and for giving us the opportunity to improve. Best Regards, Dawtie of TheraPetMD

Response from TherapetMDNov 21, 2024

Hi Judy, Thank you for sharing your feedback. We’re truly sorry to hear about your experience, and we understand how frustrating it must have been to seek a resolution. Upon reviewing your case, we can see that one of our customer service representatives has already processed your refund. We hope this has resolved the issue to your satisfaction. If there’s anything more we can do to support you or address any remaining concerns, please don’t hesitate to reach out — we’re here to help. Your feedback is incredibly valuable to us, and we’ll continue to improve our processes to provide better service in the future. Best Regards, Dawtie of TheraPetMD

Response from TherapetMDNov 18, 2024

Hi Carmen, Thank you for taking the time to share your feedback. We’re genuinely sorry to hear about your experience and understand how frustrating it must have been to encounter multiple issues. Receiving the wrong diffusers and dealing with delays in getting replacements is certainly not the smooth experience we aim to provide. We realize this also affected your ability to get started with the product as intended, and we should have done a better job supporting you through it. Regarding your refund request, while our standard policy is a 30-day return window, we never want customers to feel unheard or unsupported — especially when initial issues may have delayed your ability to test the product. We know this left you feeling disappointed, and for that, we sincerely apologize. Your experience matters to us, and we truly appreciate your patience and feedback as we strive to improve. Best Regards, Dawtie of TheraPetMD

Response from TherapetMDNov 18, 2024

Hi Thennie, Thank you for taking the time to share your feedback. We’re truly sorry to hear that your experience with our product wasn’t as expected. Our goal is to provide support and solutions for pet parents, so it’s disheartening to hear about your dog’s behavior changes. Sometimes, pets need a little time to adjust to the pheromones as their environment shifts. It’s not uncommon for there to be an initial change in behavior before improvement is seen. That said, we completely understand your frustration and want to make things right. Upon review, it looks like one of our customer service representatives has already processed a refund for you. We hope this resolves your concern, but if there’s anything more we can do to assist, please don’t hesitate to reach out. Best Regards, Dawtie of TheraPetMD

Response from TherapetMDNov 12, 2024

Hi, Thank you for taking the time to share your experience. We’re truly sorry to hear about the situation with your husband and the distress it caused both of you. Your health and safety are incredibly important to us. While our diffuser is designed to be safe for homes with pets and people, we understand that everyone can have unique sensitivities. We never want our customers to feel uncomfortable or unsafe using our products. Your feedback is valuable, and we will be sharing it with our product development team to ensure any potential issues are thoroughly reviewed. We understand that missing the return window was disappointing, especially given the circumstances. Our 30-day guarantee is in place to ensure customers have time to try the product, but we recognize that life happens, and we’re sorry if our approach felt rigid. We strive to support our customers as much as possible, and we appreciate your transparency in sharing your experience. If there’s anything more we can do to support you, please don’t hesitate to reach out. We’re here to help and want to ensure you feel heard and valued. Best Regards, Dawtie of TheraPetMD

Response from TherapetMDNov 12, 2024

Hi Cathy, Thank you for sharing your experience with us. We’re sorry to hear that the diffuser's scent caused discomfort and that you feel misled about our return process. We understand how frustrating this must be, and we want to do our best to make things right. One of our customer service representatives has already reached out to you directly and is currently reviewing your case. Our goal is to resolve this for you as quickly as possible and offer the best solution that meets your needs. Regarding the return policy, we aim to be as transparent as possible. While we do have guidelines for product returns, including restocking fees in some cases, we understand that each situation is unique. Our support team is here to work with you on a fair resolution. We hope to turn this experience around for you. Please keep an eye on your inbox as our team continues to work with you directly. Thank you for your patience and understanding. Best Regards, Dawtie of TheraPetMD