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.
Claim your business profile now and gain access to all features and respond to customer reviews.
