Had an issue where my second order of PuppyPads felt noticeably thinner and less absorbent than my first order. Reached out to customer support and Emma was fantastic — quick to respond, genuinely listened, and didn't just brush it off with generic answers. She dug into what happened (a batch/version inconsistency) and offered to send a fresh set from the same batch that worked well for us, at no extra cost, no hassle of returning the current ones.

Really appreciated the responsiveness and the fact that she made it right without any fuss.

The product itself works exactly as described — my new puppy went onto the pad by herself and peed there, which was huge for us. Before this, she'd pee on the floor in any random corner. Great experience overall, both with the product and the support team.