ComplaintsforOne Fast Cat, Inc.

• Initial Complaint

  11/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed my order two weeks ago on 11/07/23. I have a confirmation. However, I have no product and no response to my email, no response to messaging on Instagram…Just nothing, it’s been a few days. I also I asked them in the email if I could use the 20% off “coupon’ that’s advertised on Facebook… I requested this to avoid a return/exchange once the product is delivered. I read another complaint that has me worried as well because I am also disabled, and will have a very difficult time if I have to go through the return process with this company in the same manner as the woman’s complaint I read on BBB. At this point I’m not sure if this is just another fraudulent site online because that’s usually who this type No Product/ No Response comes from. Do I need to file a claim with my credit card company? I can provide additional information / photos of message and email if needed. The total price I paid includes State Tax and there was Free Shipping.

  Customer response

  11/22/2023

  Now their shipping app “Shop” is showing it being delivered and it was not delivered.

  

  Business response

  11/22/2023

  Hi there! We are very sorry for the inconvenience; we are behind on manufacturing due to some issues with our machinery, which is why our product listing stated that there is a lead time of about two weeks. Our machinery has been repaired and we are back up and running, so your order should be shipping out shortly. Please note that Facebook promotions are run by Facebook and can only be obtained by ordering directly through them—we are unfortunately not able to price match a Facebook discount. However, we can cancel your current order if you prefer to order through Facebook directly; just let us know and we will take care of it. 

• Initial Complaint

  06/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered their main advertised product. Advertised as easy to assemble and cats love it. I feel these are false claims. I had a lot of trouble putting it together, and now to return it, it's impossible to get apart to send back. I filed the claim online with their business and all they do is send a return postage. No instructions on how to get it apart without breaking it. And especially being physically disabled, and now they require me to pick up and take this large box to somewhere to have it mailed back in order to get any of my money back. I feel their return terms, and lack of help in disassembly, are quite discriminatory towards those with disabilities.

  

  Business response

  06/30/2023

  Hi there! We apologize for any trouble with the return. We don't have any official disassembly videos or guides, but to take the wheel apart you'll first need to remove the traction pads (if you applied them). These should come off like big stickers, so all you need to do is find an edge, grab it, and pull it away from the plastic. These cannot be reused or recycled, so you can just toss out the used pads as you pull them off. Then, to separate the rings from the center panels that form the running surface, you'll want to push down on the little tabs locking each side track segment to the big track panels. Going one piece at a time, press down the tabs and pull the side track away from the center tracks to keep them from snapping back together, and work your way around the whole rim. Once all side tracks of one rim have been loosened, you can remove that rim and break it down piece by piece. Then repeat the previous step to remove each center track from the remaining rim, and separate that last rim into pieces. If small tabs break or snap during this process it will not affect the refund, as the damaged part will just be melted down and recycled once we receive it back. The most important thing is to reduce the wheel in size so that it can be packed back in the original box. 

  Customer response

  07/03/2023

  
  
  I am rejecting this response because:
  This does not help a DISABLED person take the wheel apart and return by any means. The "instructions" provided are not possible for me, and many other disabled people.

  
  Regards,
  
  A***** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business response

  07/06/2023

  We apologize for any inconvenience, but the cat wheel is an item that must be assembled and therefore must also be disassembled in the case of a return. We do not have any technicians that can be sent out to assist, but perhaps you can reach out to a friend or family member to see if they can assist with disassembly. There are also third party handyman services such as Taskrabbit that may be able to assist you. If you have a box large enough to send the wheel back assembled you may do so, but we are concerned that you will not be able to find a box large enough to handle the entire wheel. 

  Customer response

  07/06/2023

  
  
  I am rejecting this response because:

  Not everyone has friends or family, especially the disabled. And disabled people ESPECIALLY do not have extra money lying around because you could not take the time to make something properly accessible for us.
  
  Regards,
  
  A***** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  06/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been needing a replacement part for at least 8 months now and my cats have not been able to enjoy their wheel. The base part to put the wheel on is cracked. No replacement part to be found in stock. I have checked the website and you have to order the whole base kit which is $60. Which is always out of stock. I've spend over $200 on this wheel and I am very disappointed.

  

  Business response

  06/07/2023

  Hi there! If you can please email us at [email protected] with your order number, we can check and see if there are any warranty options available for your order. We weren't able to find an existing order for you using the name or email provided to the BBB, so we'll need the order number itself in order to proceed. 

• Initial Complaint

  03/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  To whom it may concern: I purchased a brand new product from this company. The box was delivered by UPS with no visible damage on the exterior of the box, On the interior of the box there were over 50 small pieces of damaged items on the bottom of the box and in the individual sleeves of the wrapped items. The entire product has a multitude of pieces (probably 60-75) pieces in order to put the entire wheel together. Since there are so many broken pieces in the box I am tried to reach out to the customer service and return the entire product so that I could get a replacement. I understand their warranty and replacement policy and they are trying to charge me a fee to ship the item back to them to get a replacement. There are asking me to let them know which parts that I need replacement on but I dont even know what the pieces are supposed to look like. Again, there are over 50 small broken pieces all over the box. There are a handful reviews on their website that indicate the same issue that I am having.

  

  Business response

  04/04/2023

  We're sorry to hear that parts arrived damaged! While our warranty typically applies individually to parts and we will replace only those that are damaged, we may be able to proceed differently if the majority of the parts you received were broken. All we need is at least one photo that clearly shows all the damaged parts in order to move forward; you can submit them through the contact form on our website or directly to [email protected] (please include your order number in the subject line or body of the email so that we can match the photos with the correct order). 

• Initial Complaint

  03/31/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My online order was placed on the 18th of March. The payment has fully been processed through my bank account. I contacted the company 3 times asking for shipping confirmation and sent them my email address. I have heard nothing and now the product I ordered is saying “out of stock.” Did my order ship or do they not have it? Who knows because nobody will respond.

  

  Business response

  04/04/2023

  Hi there! Are you sure you ordered from us? We tried searching our system for orders under your name and address but haven't been able to find anything; we also weren't able to locate any emails under your name. If you can provide your order number, we'll be happy to look into this further for you!

• Initial Complaint

  12/23/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a cat wheel from this company. During assembly, the parts cut skin resulting in bleeding. The parts were also very stiff and caused bruising on fingers that lasted for days. I need to return the wheel as it is not working as advertised. The company does allow returns but requires disassembly. It is not safe to conduct disassembly since the parts are sharp and have caused injury during assembly. The company does not honor a refund without disassembly. Customer service acknowledged that this is not a normal product (see screenshot of email) yet refuses to issue a refund. They are not taking responsibility for sending unsafe parts the caused injury and bleeding. 

  

  Business response

  12/23/2021

  Unfortunately we are not able to provide a refund unless the wheel is returned to us, and that typically requires disassembly. The photos provided do not show the issue with the parts or what is preventing disassembly; from the photos provided, the wheel looks like it is in a normal state of partial assembly and we aren't sure why it is giving you trouble. The fifth gen wheel is designed specifically so that it can be taken apart if need be; all you need to do is push the button-heads of the clips in and slide the parts apart. This will typically take between 15-10 minutes (or less) depending on how far assembled it is. Please note that if the pads have been applied, you will need to remove those in order to separate the other parts. If you weren't able to fully assemble the wheel due to parts breaking, we can get replacement parts sent out to you free of charge and there is no need to send the wheel back—all we need is confirmation of which parts are damaged and how many and we can get those sent out. 

  Customer response

  12/23/2021

  
  
  I am rejecting this response because: The parts have caused unjustly. The photos provided show blood from the parts cutting skin during assembly. The parts are very sharp. Disassembly will require touching the same parts. The business failed to address the issue that disassembly poses a clear risk of repeat injury. The request still remains: due to inability to disassemble this particular unit without injury, to refund the full amount of the product. They are forcing the customer to disassemble a product that causes injury when touched. This is not acceptable. Refunding for this product without requiring dangerous disassembly is the absolute minimum they can do to take responsibility for sending a harmful product. 
  
  Regards,
  
  J**** ***********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business response

  12/29/2021

  The fifth generation wheel is designed to be disassembled. We have included the disassembly instructions for you here. The images do not show any abnormalities to the parts that would cause injury when properly handled. If you do not wish to disassemble the wheel, you may donate it for a partial refund. 

  1. Remove all traction pads from the wheel. If you take care to keep the backs from getting dirty or sticking to one another, they can be reused when the wheel is put back together.
  2. Take the wheel off the base and lay it on its side on the floor.
  3. Starting with the top side rim, locate one of the sidetracks forming the rim and find where the button heads of the clips connecting the rim to the center panels are exposed.
  4. Press in the two buttons on the sidetrack and gently wiggle the sidetrack up just enough that the button heads cannot snap back into place. Leave the piece that way for now, as you cannot take it off completely until the rest of the side rim is loosened first.
  5. Move to the next sidetrack piece and repeat the process, pressing in the button heads and wriggling the part up. Continue until the side rim is completely disconnected from the center tracks.
  6. Pull off the side rim now, being careful not to press it down anywhere (which will re-engage it with the rest of the wheel). If you flip the ring over so that you can see the interior, you will see the button heads for the clips that keep the sidetracks connected to one another in the ring.
  7. Press in the button head on one of the sidetracks and pull it free from its neighbor. The first one can be the hardest to get free, but once it is out the others can be pulled apart from one another easily by pressing in the button heads and sliding them apart.
  8. To remove the eight center tracks from the second side rim, press in the button heads of the clips holding each part in place and tug them free, one by one.
  9. Once the center tracks are removed all that remains is the second side rim, which can be broken down using the same procedure described in step 7. Once you've broken down the second ring the wheel is fully disassembled (the base can be broken down by unscrewing the bar and popping it out of the panels). The rollerblade wheels do not need to be removed from the base panel.

  Customer response

  12/29/2021

  
  
  I am rejecting this response because: the pictures show blood due to wheel parts cutting skin. The parts are harmful to deal with. The business is blatantly organizing this demonstrated fact in their response. If the parts had not cut skin, there would not be a problem disassembling. Since they have cut skin (which is BODILY INJURY, which is something the business can be legally liable for if the customer chooses to press charges) the business must not require customer to disassemble for refund. The business can a) issue full refund without return, b) provide shipping postage for free that covers fully the cost of shipping ASSEMBLED wheel. These would be acceptable responses. 
  
  Regards,
  
  *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩