CONNECTING WITH CUSTOMER SERVICE

No product, business, or service is perfect but being all three, you can bet that BrilliantPad tries our very best to be. Will you help us do so? We greatly value our customers and the authentic feedback they provide. Real BrilliantPad users are the first to know what works well and what, well, doesn’t. So we ask that you share your experience directly with us so we can build a product that better serves both you and your dog.

As you may know, thanks to our customers, an issue with our rolls and clear plastic caps was brought to our attention. Because of this customer feedback, we were able to do two things:

Address the problem that a few BrilliantPad customers are experiencing now, and provide original gray plastic rods and end caps free of charge. (Learn more about this here: bit.ly/BrilliantPad_WeHeardYou)
Develop a new environmentally-friendly roll that incorporates our customers’ favorite components. We will share more about that new roll later this year.

We would not have been able to make these changes if our customers had not pointed out where we could improve. So thank you for helping us grow!

If you experience any issue with your BrilliantPad machine, rolls or app, please email the customer service team support@BrilliantPad.com and include pictures, video, or screenshots of your issue. Video is especially helpful to learning more about your situation and gives us the best opportunity to remedy your problem.

If you encounter an issue that we haven’t seen before, we may ask you to speak to different members of our team. Thanks in advance for helping us make future design adjustments! This in turn will help all present and future BrilliantPad pups and their parents.

Contacting Us

As you can tell, we love hearing from you! Our customer service team is staffed from 9 AM to 5 PM (Pacific) Monday through Friday. You may reach a voicemail in the middle of the day, but if that happens, leave a message and we will call you right back. We can also address your issue via email if you attach any relevant photos or videos with an explanation of your issue.

email: support@BrilliantPad.com • telephone: (312) 348-7915

And finally, there are real humans here at BrilliantPad. We strive to be better each and every day and thanks to your feedback, we are constantly improving BrilliantPad as a machine and as a company. Many thanks to each and every one of our BrilliantPad customers. Thank you for your business. It’s greatly appreciated and we look forward to serving you as best we can.

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