Review Time
There was an issue with one of the pieces but customer service gave me several options to make it right. I was worried about tariffs and drop shipping from China, but there were no tariffs. Super happy with the cat tree and I would definitely buy again.
I love the cat litter. Best on the market. I also love the reoccurring monthly subscription makes it so I don’t have to think. The email the day before being charged is extremely helpful as well because it’s very easy to skip payment if I don’t need an order at that time. Delivery is fast and efficient.
So, I ordered what I needed, but that being said, I ordered it as an available product. There was no indication of delay or unavailability. The listing for the product had full availability, and when I placed my order, I even received an estimated delivery date. However, as time went on, I didn’t receive any more shipping notices. No one had reached out to me about any issues. I began to worry that I had been scammed, so I emailed the company to ask why my order hadn’t shipped out yet. Finally, after a while, they responded that the product I had ordered was unavailable. They said they would order more from the supplier first and then send the orders out, but this whole process took about a whole month. The frustrating part is that I had to go to them to figure out what the issue was rather than them coming to me. And when I did go to them with an issue, they didn’t seem the slightest concerned about the lack of communication or business ship. When I also emailed them asking about if they had a spare cat bed part, they were extremely confused on how to answer. While all their products are decent, the customer service and business part of the company is really lacking.
Their website says that they offer replacement parts, so I contacted customer service on 8/5/25. I paid the $15 shipping fee that they requested on 8/7. I didn't hear anything for 3 weeks, then reached out to them for an update. They asked if I had paid the shipping fee, which indicates that there is a communication gap somewhere in their customer service.From there, it has been a continuous email chain of me asking for an update every 2-3 weeks, as Happy & Polly have not taken the initiative at all to update me about the order status.The last email from Happy & Polly was on 9/17, saying that they would reach out on their own to update me about my replacement part status. I reached out again on 10/7 requesting an update. However, it is now 10/9 (two months after my initial request for replacement parts) and I have not heard anything from them at all besides empty apologies for the delay throughout this whole ordeal.If Happy & Polly are going to offer replacement parts on their website, they should follow through with it instead of stringing me along for 2 months where I have to ask about my order status every 2-3 weeks.This has been an incredibly frustrating experience over replacement parts for a cat tree that I bought from their website 1 year ago. It has been well loved by my cats and I am seeking to replace just one of the posts on the cat tree, but I have been strung along by this company for 2 months with nothing to show for it.
The only reason I didn't give 5 stars is because I did not get any emails for shipping confirmation or any sort of updates. I only found out it shipped when I ended up checking the order confirmation link after some time had passed. Otherwise, the stamp is amazing and everything I could have hoped for!
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