Pioneer Pet Products

Dear Pioneer Pet,
I wanted to thank you for the wonderful customer service I received when contacting your company. Every representative I corresponded with was very nice, respectful, and extremely helpful. I called your company and a live representative answered the phone, and was willing to help me, even after the office had already closed for the evening. I called regarding my cat water fountain I purchased from Dr. Foster and Smith that was leaking water all over the floor. I had already tried all of the solutions they recommended multiple times and was out of ideas on what the problem was. The fountain had previously been working excellently, and my cat loved it. She was finally drinking enough water and staying properly hydrated. I did not want to get rid of the fountain, but I couldn’t figure out how to fix it. The person I spoke with was not sure what the problem was with the fountain, so she said she would talk to her co-workers the next day (when they were actually open) and call me back. I honestly did not expect to receive a call back, but to my great surprise she called me the next day, like she said, and even offered a very unexpected solution. She offered to send me a new fountain to replace the current malfunctioning one I had. I received the new fountain within a week, it works wonderfully, and my cat absolutely loves it. I have never received such great customer service, had the pleasure of working with a company that stands behind their products, and truly cares about their customers. Thank you so much for all of your help and spectacular customer service. I only have good things to say about Pioneer Pet and I will definitely recommend your products to all of my friends and family.
Sincerely a very satisfied customer,

I bought the SMART CAT CAT CLIMBER through Amazon and once I opened it, the fumes were so strong and toxic it gave me a headache and my cats refuse to get on it. There was a sticker saying that the level of formaldehyde was safe according to a California law, but there is debate whether ANY level of formaldehyde is safe. I work in manufacturing and my company has elected to remove the use of formaldehyde in adhesives. I have constant headaches and I wish I could just return the item but I had to have hired help assembling the thing (the instructions are terrible) and I can't disassemble it to return it. I will have to throw it out, most likely. Formaldehyde is a known carcinogen, linked to cancer in both humans and animals. There is a sticker on the product saying the levels of formaldehyde is safe, but there is debate on whether an level of formaldehyde is safe. I do not wish to expose my cats or myself to toxic chemicals. This company does NOT deserve an A+ rating when it releases products that are dangerous. Please register my complaint and drop their rating. I will never do business with this company again