Happy & PollyReviews of happyandpolly.com

Response from Happy & Polly· Jan 25, 2024

Hello, We sincerely apologize for the inconvenience you experienced with your recent order. Sorry, during the holiday season, especially around Black Friday and Christmas, there was a surge in orders, causing delays in shipping and delivery. Unfortunately, this delay contributed to the ink in the custom stamp drying out during transit, resulting in a subpar product upon arrival. Sorry to receive feedback that you are not satisfied with the product. We appreciate your patience and cooperation during the refund process anyway. We are continuously working to enhance our products and services. Your feedback is invaluable in this process, and we will consider these issues in our future product upgrades. Once again, we apologize for any frustration caused, and we hope for your understanding. If you have any further questions or if there's anything else we can assist you with, please feel free to reach us customer service team. Best regards, Rose

Response from Happy & Polly· Jan 17, 2024

Hello, Thank you for your feedback. We apologize for any inconvenience caused. Could you please contact us at [email protected] with additional details, such as videos or photos showcasing the issue you mentioned? This will greatly assist us in addressing the issue effectively. We'll assign a dedicated colleague to follow up on your case and they will respond within 48 hours. Please rest assured, we are committed to finding a suitable solution for you. We appreciate your support and patience,and we look forward to resolving this matter to your satisfaction. Rose

Response from Happy & Polly· Jan 17, 2024

Hi, I want to extend my sincere apologies for the delayed response. Unfortunately, our customer service department is not available during non-working hours, leading to the delay in getting back to you. Due to the simple installation, so no installation instructions are provided. Your suggestion is valuable, and we are considering creating an assembly guide. To assist you better, could you please provide your order number and email address? This will allow us to send you a detailed assembly guide or video tutorial. Once again, I apologize for any frustration this may have caused. Your feedback is important to us, and we appreciate your patience and understanding. Best regards, Rose

Response from Happy & Polly· Jan 12, 2024

Hello, Thank you for your feedback. We apologize for any inconvenience caused by the issue. We would like to clarify that, regarding shipping times, typically, local stocked products will arrive within 3-7 business days; for pre order products, it needs approximately 4-6 weeks; if you're ordering a customized product, kindly allow for a production duration of approximately 5-7 business days before 12-20 business days' shipping time, which were mentioned on our product page and our shipping policy. We noticed that you mentioned not satisfied with the customization effect, could you please contact us at [email protected] with additional details, such as videos or photos showcasing the issue you mentioned? This will greatly assist us in addressing the issue effectively. We'll assign a dedicated colleague to follow up on your case and they will respond within 48 hours. Please rest assured, we are committed to finding a suitable solution for you. We appreciate your support and patience,and we look forward to resolving this matter to your satisfaction. Rose

Response from Happy & Polly· Jan 12, 2024

Hello, Thank you for taking the time to feedback. Firstly, we extend our heartfelt apologies for the delay in shipping your order, attributed to the surge in demand during the Black Friday and Christmas sales period. So, we want to express our deep gratitude for your understanding and kindness in accepting our offer of a 50% refund. Your patience and cooperation during this busy season are greatly appreciated. In the meantime, we also sincerely apologize for the delayed response to your email due to our offline status during the weekend. We checked that the refund was already successfully processed on Jan 3rd, and the refund voucher was also sent to you on the same day. If you still do not receive the refund, could you please contact your local bank/credit card company for more details? At last, we understand that pricing is a crucial factor when making purchasing decisions, and we always aim to provide the best value for our products. We want to emphasize that our prices are determined by the careful consideration of various factors, including the adorable designs that resonate with our cat parents and the high standards of craftsmanship and safety that we uphold. At Happy & Polly, our team invests significant time and effort to ensure that each product brings joy to both cats and cat parents alike. We encourage our cat parents to consider the complete package when making a purchase decision, as cheaper alternatives may not always offer the same level of service and product reliability. But we always hope to listen different customer voice and make our products better. Anyway, thanks much for your sharing. If you have any further questions or need assistance, feel free to reach out us customer service team at [email protected] to ask for support. Rose

Response from Happy & Polly· Jan 12, 2024

Hello, Thank you for your recognition of the quality of our products. We apologize for any inconvenience caused by the shipping issue. We would like to clarify that, regarding shipping times, typically, local stocked products will arrive within 3-7 business days; for pre order products, it needs approximately 4-6 weeks; if you're ordering a customized product, kindly allow for a production duration of approximately 5-7 business days before 12-20 business days' shipping time, which were mentioned on our product page and our shipping policy. Despite this, your feedback is still important to us, as we are dedicated to continuously improving our delivery time to provide our cat parents with an even more efficient and expedited shipping experience. If you have any further questions or need assistance, feel free to reach out us customer service team at [email protected] to ask for support. We appreciate your understanding and patience. Rose

Response from Happy & Polly· Jan 8, 2024

Hello, We're sorry to hear about the issue you encountered. To assist you further, could you please share videos or photos showcasing the issue you mentioned? Please send them to [email protected]. This will enable us to assess the situation more accurately and determine the most suitable resolution for you. Thank you for bringing this matter to our attention, and we appreciate your understanding as we work to ensure your stamping needs are met to your satisfaction.

Response from Happy & Polly· Jan 5, 2024

Hello, We're sorry to hear about the issue you encountered with your stamp order. Stamp fade over time. To assist you further, could you please share videos or photos showcasing the issue you mentioned? Please send them to [email protected]. This will enable us to assess the situation more accurately and determine the most suitable resolution for you. Thank you for bringing this matter to our attention, and we appreciate your understanding as we work to ensure your stamping needs are met to your satisfaction.