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I have to say something about the customer service because I’ve reached out to the company three times, with no response. I changed my mind after receiving my fountain in the mail, so just wanting to return it. It is still in all the original packaging. They don’t have a customer service number, so have to rely on email. Frustrated that noone is replying.

I have emailed multiple times. The pump stopped working after 2 weeks. O one has responded

Complete scam!!!! I ordered the bowel with a free bundle, and also ordered 12 filters. First they sent the wrong filters. And still have not returned my emails Second they singed me up for a subscription, and have been bleeding my bank account everyother week for 70. I have gotten 1 email back saying they would cancel the subscription, yet I am still getting charge for it. You can not get ahold of them to stop. I still havent even got the filters that I did order. Also it took 2 weeks to get the bowel in the first place.

I ordered some filters. Order number 190213 on August 20th. A USPS label was created on August 22nd tracking number 9200190-267-338-880 00-0001-806-27385. It still says today October 1st that they are waiting for the product to be received to. I have contacted customer service 8 times and always get a different response saying reserve your pet died, we don't have product and we have to wait till it's available again, we can give you more filters, but nothing is ever addressed about my missing product and I would like a refund. I have emails from Natalie, Mae, James, Honey stating they are looking into this and will let me know the status. But I never get my refund and I never get my product. It's been 7 weeks with no resolve. Customer service is very slow to answer emails and there is no telephone to contact anyone. I've already spent $15 on sending a letter with supporting documentation to the company and it has been 10 days since they received it and still no response. They have requested all the documentation about the order and I have eight different emails with them having the information. I hope someday I will get this resolved! So finally after 6 weeks I got an email saying that they are going to credit my account. Much. To my surprise they charged me again and did not give me a credit. Please see attached photo showing the original charge, a credit from a different company and another charge (no credit). So now they have double charged me for product I have not gotten.

Selene, I've emailed you several times about this issue (9/23, 9/24, and 9/28) as well as provided my order number in my original review (order 139157). Please look up my order and my email in your inbox (conveniently titled with the order number) to address my issue instead of using the blanket AI response asking me to reach out to you (again). --ORIGINAL REVIEW AND SELENE RESPONSE-- Ordered our fountain, took about 3 weeks to get it and used it for no more than 2 weeks before the pump went out. They sent me one under warranty, took about a week to ship out and another week or so to get to me. It's the wrong pump, it's for a different unit. I've reached out SEVERAL times, including the day I received the pump, asking for the correct pump to be overnighted or a refund because I've basically paid for an overpriced water dish like I already had with absolutely no response. Also be careful because you can opt out of the filter subscription but they're going to charge you for it anyway and hope you don't catch it. Luckily I did get that reversed. Order 139157 if anyone from the company would like to help me out, I see you're monitoring and responding to the good reviews on here. Edit Delete Share Reply from Get Selene Updated 21 hours ago Hi there, thank you for sharing your experience. We sincerely apologize for the inconvenience and frustration caused by the pump issue and the incorrect replacement being sent. We understand how disappointing it is to be without a properly working fountain, and we’d like the opportunity to look into this further and help get this resolved. Please email us at info@selenepets with your order details and reference this Trustpilot review so we can prioritize your request and make sure it’s properly addressed. Thank you for your patience, and we appreciate the opportunity to make this right. — The Selene Team

I was almost finished completing my order but stopped because my wife had already ordered this product. I then received an email stating my order was placed. I tried contacting the company multiple times with no response. Then I received emails from their company about joining their family! I did not join them and they still have not responded to me! The product may be good but their communication is horrible! Now I see the product is most likely coming directly from China. It’s probably a false company just selling a mass produced product on multiple company names. Probably why I’m not getting a response! Horrible customer service!!!

The item worked great for about a month, then the pump stopped working. I have sent several emails to the company but received no reply. Watch out for this company.Still no help from them after answering their reply. Finally got some info on how to trouble shoot the whole unit. I founf the pump intake was pluged up with some type of debris. Cleaned it as driected and now working again.+ I would advise clealing it a lot. The info I got after it quit shoulfd be in with stuff you get up front.

I am upset about the customer service… I am upset about the customer service not responding. I have sent several emails regarding my pump that stopped working after two months. I purchased the pumps for life and never received any information on that and can't find how to utilize the pump for life on the website. I have not had a pump for my fountain for a week now and I really need to get it working again. I like the product but it needs a pump to be effective. It keeps my messy dogs slobbery water clean. Please advise asap. Reply from Selene Updated 2 days ago Hi Julia, thank you for bringing this to our attention. We understand how important it is to get your fountain working again, especially when your dogs rely on it every day. We’re also glad to hear the fountain has been helping keep their water cleaner. We’d really like to help with the pump and clarify how the warranty works. Please email us at (Selene email address) with your order details and reference your Trustpilot review so we can prioritize this for you and get everything properly looked into. 🐾 We appreciate you giving us the opportunity to address this and get you back up and running. -The Selene Team This is the review I left back in September and got one response from them. So I did what they asked and sent them my purchase info and referenced Trustpilot and still have not heard back from Selene. Please respond how I can utilize the pump for lift that I paid for. You guys have the worst customer service. You tell everyone the same thing and still don't respond. You need to show your warranty info and how to use the pump for life on your website.