TherapetMD

Hi Angie, Thank you so much for taking the time to share your experience with us. Please know that your feedback is incredibly important to us, and we are truly sorry for the frustration, inconvenience, and disappointment this situation has caused you and your home. We want to make this right. I am personally escalating your case for a thorough review of your history and the issues you've experienced with the diffusers. Someone from our team will reach out to you directly as a priority to discuss how we can resolve this. We deeply appreciate your patience and the opportunity to look into this. Best regards, Khesy Customer Support

Hello Joyce, Thank you for taking the time to share your feedback. I'm truly sorry to hear about your experience and completely understand how frustrated and disappointed you must be. I sincerely apologize that we haven't met your expectations or provided the level of service you deserve. I genuinely want to help make this right. I searched our system using the name on your Trustpilot review, but there are multiple customer records with the same name, so I want to make sure I'm reviewing the correct account. Could you please send us an email and either address it to John Bryan or include ATTN: John Bryan in the subject line? This will ensure your message is routed directly to me. I'll personally review your case, assist with your return request, and do everything I can to resolve this as quickly as possible. Thank you for giving us the opportunity to help. I look forward to assisting you and working together toward a resolution. Kind regards, John Bryan Customer Support

Hello Claire, Thank you for sharing your feedback. I'm so sorry to hear you're disappointed, and I completely understand how frustrating it is when you don't see results as quickly as you had hoped. Since you've been using the diffuser for about five days, you're still very early in the expected adjustment period. Every pet responds differently—some show signs of improvement within days, while others may take a few weeks. In general: Weeks 1–2: Subtle calming signs Weeks 2–4: More noticeable improvements Weeks 4–12: Full calming effect develops To help ensure the diffuser is working properly, please make sure it stays plugged in continuously, is placed in an open area where your pet spends most of their time, and that the refill is inserted correctly and feels slightly warm. I also wanted to personally monitor your progress. I found multiple customer records under the same name and want to make sure I'm reviewing the correct account. Please email our support team at [email protected] with ATTN: John Bryan in the subject line, and I'll personally look into your case, work with you on troubleshooting, and do my very best to help. Kind regards, John Bryan Customer Support