Reply from FurrbbyAug 17, 2026
Hi Kitty,
We take transparency and customer satisfaction very seriously, so we immediately conducted a thorough investigation into your claim.
However, after checking our order systems, email logs, and PayPal transactions across all support channels, we are unable to locate any order, email correspondence, or dispute under this name or matching the details described.
As a legitimate, registered business with thousands of happy pets and owners, we stand fully behind our products and customer service. We never take orders for items without clear inventory status, nor do we ignore customer inquiries. None of our products require restocking only after three months.
Since we cannot identify your order in our system, could you please reply directly with your Order Number or PayPal Transaction ID to [email protected]? If a mistake occurred on our side or through a third-party seller, we will investigate and resolve it immediately.
Best regards, The Furrbby Team
UPDATE/2026-8-24
Hi Kitty (Dex),
Thank you for providing your contact email just now. This allowed us to immediately locate your order details in our system.
To clear up any misunderstanding for everyone:
Verification Issue: Our previous response was based solely on searching for your Trustpilot alias ("Kitty Poopinpants"), which returned zero matching accounts in our database. We had no intention of misrepresenting facts—we simply could not trace your purchase without a valid email or order number.
Proactive Resolution & Refund: Upon realizing the item was unexpectedly out of stock, we immediately offered a complimentary upgrade to an in-stock product at no extra charge. As requested, a full refund was processed promptly via PayPal on August 18th.
Clarification on Restocking: We would like to clarify that our standard restocking timeframe is typically 15 to 35 days, never 3 months as claimed. We strive to provide clear timelines so our prospective customers are never misled.
As a fully registered and operational pet brand, we pride ourselves on transparency, high-quality products, and customer satisfaction. While we deeply regret that this order didn't go seamlessly, the issue was fully resolved with a prompt refund and transparent communication.
If you have any remaining questions, please feel free to reach out directly to [email protected].
Best regards,
The Furrbby Team
