Happy & PollyReviews of happyandpolly.com

Reply from Happy & PollyMar 27, 2024

Hi, I sincerely apologize for the inconvenience caused by receiving damaged products twice due to rough handling during transit. Your feedback has been escalated to our management team, and we are committed to improving our packaging to ensure better protection against impacts. In consideration of your disappointment, as a gesture of goodwill, if you are interested in purchasing any of our non-ceramic products in the future, please feel free to reach out to our customer service email when you've decided on your purchase. We will do our best to provide you with special preferential benefits. Once again, we apologize for any inconvenience caused and appreciate your understanding. Best regards, Rose

Reply from Happy & PollyMar 19, 2024

Hello, Thank you for your feedback. We apologize for any inconvenience caused by the shipping. 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

Reply from Happy & PollyMar 15, 2024

Hi, Thank you for your feedback. After receiving your feedback, we immediately reviewed the email communication between you and our customer service department. In fact, we did ask if there were any other product issues besides the 3 missing metal hinges, so that we could address them together. We received a response stating that you were only missing these three, and we apologize for not confirming with you again. We will make sure to arrange the shipment after double-checking with customers in the future. Regarding the missing screws you mentioned in your recent communication, we apologize for the oversight once again. Our customer service team will reach out to you promptly to resolve the issue and ensure that you receive the necessary screws as soon as possible. We appreciate your understanding and patience in this matter. Best regards, Rose

Reply from Happy & PollyMar 4, 2024

Hi, Thank you for sharing your feedback with us, and we sincerely apologize for any inconvenience caused by the delay in receiving your order. Firstly, we want to clarify that we do not operate as a drop shipping business. We stock our products in warehouses, both locally and internationally, to ensure efficient order fulfillment. Regarding the shipping times, we understand your frustration, and we acknowledge the need for clarity in our shipping policies. For products listed as "local ready stock 3-5 days arrive" on our website, we strive to ensure delivery within the specified timeframe. Upon reviewing your order, we can confirm that the corresponding products were indeed delivered within this timeframe. However, for items requiring international shipping, our shipping policy outlines an estimated delivery time of 12-20 working days. We apologize for any delay inconvenience caused by temporary product shortages. Considering this trouble, we promptly dispatched your order once restocked. We appreciate your feedback, and we will address the issues raised to optimize our shipping processes for future orders. Additionally, as a gesture of goodwill, our customer service team will reach out to you within 24 hours to discuss compensation for the delay. Please keep an eye on your inbox for further communication. Once again, we apologize for any inconvenience caused, and we value your continued support and feedback as we strive to improve our services. Best regards, Rose

Reply from Happy & PollyMar 4, 2024

Hi, Thank you for your feedback and sorry for the issue. We'd like to clarify that the reason for sending items separately is that they may not all be stocked in the same warehouse. We prioritize sending items from the nearest warehouse to your address to expedite delivery. Regarding your experience with our live chat support, we apologize for any confusion. Our live chat operates during specific hours, and during non-working hours, messages are automatically forwarded to our email system. We aim to respond promptly to all inquiries received during business hours. Regarding the missing items, it confirmed that they were lost during transit. We have previously reached out to you via email to tell this news and offer a solution at the same time, but we have not received a response from you. Could you please check your email inbox, including any spam or junk folders, to verify if you received our communication? We are committed to resolving this issue to your satisfaction and would appreciate it if you could review our proposed solution and provide us with your feedback. Once again, we apologize for any inconvenience caused, and we appreciate your understanding and cooperation. Best regards, Rose

Reply from Happy & PollyFeb 26, 2024

Hi, We want to clarify that our primary goal in requesting additional information, such as pictures and videos, was to thoroughly assess the issues with the product. This helps us to prevent similar issues from occurring with the replacement item, thus saving you from further frustration and inconvenience. We understand that this process may have been cumbersome, and we hope to get your understanding. If you have any further questions or concerns, please don't hesitate to reach out to us at our customer service team. Please rest assured, our customer service team would be happy to follow up further updates or inquiries regarding the new item. Thank you again for your understanding and patience. Best regards, Rose

Reply from Happy & PollyFeb 2, 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 damage 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

Reply from Happy & PollyJan 25, 2024

Hello, Thank you for your feedback. We apologize for any inconvenience caused. Generally speaking, it is rare for such a situation to occur in a short period of using time. Could you please contact us at [email protected] with additional details, such as a video 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