ComplaintsforPrettyLitter

• Initial Complaint

  07/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I started a subscription service in September 2023. I canceled the subscription in November 2023. From December 2023 till June 2024 they had been sending packages to my old apartment complex, a place I dont live at anymore and charging my card with no notice, no emails, along with no tracking emails. nothing. all the packages are stolen. I didnt know I was getting packages. They reinstated my subscription after i cancelled it without my knowledge back in November 2023 and i have been getting charged $28 every month until June 2024, along with shipping packages with no tracking email to an address i dont live at.

  

  Business response

  07/15/2024

  Hi *******. We appreciate you being a PrettyLitter customer over the last year and are sorry to hear we will no longer be a part of your cats healthy journey in the future. It looks like youve recently been in touch with our support team who has been standing by to assist you. Please note that PrettyLitter subscriptions can be paused, modified, or canceled at any time by logging into your customer portal directly, or by contacting our support team at least two (2) business days before your next order is scheduled to process. Unfortunately, we do not have record of any cancellation request made prior to you reaching out to us last month, but will be happy to ensure no future deliveries are scheduled. At your request, your subscription has been confirmed as canceled in our system. This means you are not scheduled to receive any future PrettyLitter deliveries or billing from today. You should have received a confirmation email to your inbox for your records. If you have a change of heart (and we hope you will), you can reactivate your subscription at any time by logging into your account dashboard. You can also email us at ******************************** and well be happy to get your litter deliveries reinstated on whatever schedule works best for you and your kitties. As a courtesy, your most recently placed order was refunded back to the payment method used for purchase. Youre all set!
  
  

• Initial Complaint

  07/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  This order was processed on June 28, 2024, and an email was sent on that date stating that the order had been shipped. A ***** tracking number was provided by the seller. On July 1, when the tracking information stated that a label had been created but ***** had not yet received the shipment, I sent an email to Pretty Litter explaining that I would be leaving for vacation at the end of the week, and did not want the order to be sitting outside in the elements for three weeks until I returned. As of this morning there was still no movement, so I called and spoke to someone in the **************************** The woman acknowledged the fact that the package had not moved. She said she would make a note on the order the said "return to sender" and once it was received, she could submit the paperwork for a refund. I explained that since they still had the package, her resolution was unacceptable.

  

  Business response

  07/03/2024

  Hi *****. Thank you for contacting PrettyLitter. Our records show that your most recent Order #******** delivered successfully as of today (7/3/2024). We also see that you were able to acknowledge receipt of this delivery on your most recent support request with our team. This is great news! We are so happy to hear that your litter arrived prior to your vacation departure. We understand how concerning it can feel when tracking information does not reflect the most up to date ship status, and we apologize for any alarm it may have caused you. Rest assured, our team was working diligently to ensure either a prioritized arrival on your behalf, or a return to sender in the event the carrier could not guarantee delivery in time. Please travel safely, and let us know if we can further assist. Have a good day.

  Customer response

  07/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased my first bag as a first-time subscriber in April and then got a recurring order in May. Paid about $50 total. I didnt get around to using the product until this past week. False advertising is an understatement. The litter does not change color with urine and it produces the most dust Ive ever seen for a litter. Every time my cat uses it, huge amounts of silica dust go everywhere. My cat has developed wheezing and breathing issues as a result (Ive discontinued use). My boyfriend also has noted he has irritated eyes/nose/throat, even when not in the bathroom - the dust spreads and lingers all over the apartment.The litter also tracks fairly badly; we keep finding bits of litter all over the apartment, even now/after stopping use of the product. There was also a weird smell starting on day 2 of use - it smells like a combination of urine, hay, and chemicals. This continued even after I mixed the litter as instructed. Overall, very worried about the safety of this product. I advise people against using it

  

  Business response

  06/06/2024

  Hello *********. Thank you for contacting PrettyLitter. Our records show that you have been in touch with our support staff who was able to assist you with a refund on your most recent purchase along with confirmation that your online subscription has been cancelled. Please allow 3-5 business days from the time your refund was processed for the credit to reflect on your card or statement. We are sorry to hear that PrettyLitter was not the right litter solution for your kitties or household, but appreciate you giving it a try. While there have been no changes to our product or formulation that would otherwise diminish the quality our cat parents can expect from us, we thank you for letting us know about the dust issues you experienced so early in your litter lifecycle and would like to learn more. If you still have the bag you received on hand, please submit a picture of the *** ID number found on the bag to ******************************* along with your order number and we will be happy to investigate this further with our fulfillment and product teams. Have a great day, and thank you for trying PrettyLitter.

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called in to cancel when I sold my house in ***********. They continued billing. I called again in January, they are claiming I never cancelled and refuse to cancel my subscription, reimburse me, or update any orders.

  

  Business response

  05/21/2024

  Hi *********. We appreciate you being a PrettyLitter customer over the last 2 years and are sorry to hear we will no longer be a part of your cats healthy journey in the future. It looks like youve recently been in touch with our support team who has been standing by to assist you. Please note that PrettyLitter subscriptions can be paused, modified, or canceled at any time by logging into your customer portal directly, or by contacting our support team at least two (2) business days before your next order is scheduled to process. Unfortunately, we do not have a record of any cancellation request made prior today, but will be happy to ensure no future deliveries are charged or scheduled. At your request, your subscription has now been confirmed as canceled in our system. This means you are not scheduled to receive any future PrettyLitter deliveries or billing from today. You should have received a confirmation email to your inbox for your records. If you have a change of heart (and we hope you will), you can reactivate your subscription at any time by logging into your account dashboard. You can also email us at ******************************** and well be happy to get your litter deliveries reinstated on whatever schedule works best for you and your kitties. Youre all set!

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 10th 2024 I purchased some of the product sold labeled "Pretty Litter" and a small toy for $132. I have purchased this product twice before and it was as advertised, it worked well and as described. However, upon this most recent transaction, I was delivered a product which was horrendous. The quality was so poor I would rather my cats peed on the floor. the chemicals used in this product must react to make the smell, because it is unnatural and the worst thing I have ever smelled--worse than feces, worse than cat pee, worse than rotting dead animals. I used the product to the letter as advertised, slowly replacing the previous litter I used and only using the exact amount that is defined by the included tool. By the time I had fully transitioned to this product, 3 weeks (22 days) had passed. By the time I reached 30 days, this product, advertised as lasting 30 days, with a 30 day guarantee advertised on their website (prettylitter.com), the horrible smell was unbearable. At 32 days since delivery, I requested a refund, and offered to return the unused and unopened bags of the product. Within hours of my emailed request I received a response saying I would not be given a refund. This business is poorly managed and offers a potentially dangerous product. I am not a chemist, but the smell must be from a toxic element or chemical process. it is not a urine smell or f**** smell. If the company had faith in the quality of their product they would accept a return because a good quality product will sell again. I have gathered from reading numerous other reviews of the product that it must have indeed been changed since my previous purchases and this is how the company/business handles this issue--by denial, blaming the customer, and refusing to cooperate.

  

  Business response

  04/17/2024

  Hi ******. Thank you for contacting PrettyLitter. We are sorry to hear your 3rd delivery of our health-monitoring litter did not meet your expectations. We assure you there have been no changes to our ingredients or formulation that would have otherwise diminished the product performance you have come to expect from us. This in mind, we appreciate your feedback and will be sharing your experience with our team for quality monitoring purposes. Please note our 30-day risk free guarantee is available for new customers of our health monitoring litter and is limited to the first order. Recurring deliveries, however, are eligible for return within 14 days of delivery provided they comply with conditions of return. As a courtesy, we can confirm your third order was refunded in full by our support team. We also see that you were successful in cancelling your subscription from within your customer portal on the same day. We thank you for giving PrettyLitter a try, and hope that you are successful in finding a litter solution that works well for your kitties and household. Have a good day. 

• Initial Complaint

  04/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order ********, I am trying to log in to cancel subscription but not being allowed to. I just got the clumping liter and its horrible! Not allowing me to log in doesnt allow me to cancel my subscription and had I seen all these complaints on bbb I would have never placed an order so now I am awaiting a refund and advised my card company of the countless fraudulent complaints on bbb. I demand a refund and that you cancel any further subscription immediately

  

  Business response

  04/15/2024

  Hi *****. It looks like your newly established account was still pending activation, which is why your previous login attempts to manage your subscription in your customer dashboard were unsuccessful. You will first need to register a password with your email address in order to gain access. As a first-time online customer, you are covered by our ****** Risk Free Guarantee. Were sad to hear you were not head-over-************ with your PrettyLitter upon arrival. Our records indicate one of our senior support team members recently assisted you with your refund and subscription cancellation request - so you should be all set! Were bummed if your first experience didnt leave a paws-itive impression. We understand if this influences your decision to shop elsewhere. We appreciate you giving PrettyLitter a try, and we hope that you can find the right litter solution that works best for your kitties and household in the future. Have a great day.

  Customer response

  04/17/2024

   
  Better Business Bureau:
  
  I did speak to someone from leadership on Monday and I was informed that I was both refunded and my subscription was canceled and I also received a confirmation email as well. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  03/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was informed that the product (1 6lb bag) would be delivered each month. After a few months I was receiving over one bag per month. Sometimes even three bags per month!I have contacted the business and informed them of my situation. They told me it wouldnt happen again.I want to ensure it doesnt. I cannot trust them. I also said that if it happens again I will be contacting my attorney.

  

  Business response

  03/18/2024

  Hi *****. Thank you for contacting the PrettyLitter team. We are excited by your interest in reactivating your PrettyLitter subscription and, of course, want to address any concerns you may have with regard to the frequency and accuracy of your recurring delivery schedule (should you choose to start again). We see that you first subscribed to PrettyLitter in October 2022 with 11 completed deliveries before service was cancelled in September 2023. In reviewing your order history, we can confirm that you were subscribed and charged for only 1 recurring bag of kitty litter to be shipped each month. If you have any record or receipt of being charged erroneously for an extra quantity of items, please email us a copy at ******************************* and we can look into this right away for you. Any "extra" bag(s) delivered in error may have been a temporary fulfillment issue experienced by our warehouse, in which case the product was shipped to you to enjoy complimentary and would not require a return. I hope this information is helpful! One of our senior team members will be reaching back out to you directly to assist with any other questions and to help get your litter deliveries reinstated for your kitties and household. Talk with you soon!

• Initial Complaint

  02/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I didn't get the clumping cat litter as advertised and when I went to return, I was ignored. After several attempts I decided to do a chargeback with my bank, but figured I'd go the BBB route first. I'm also unable to cancel the subscription because an account is needed, and every time I request one, the account validation link leads to an invalid URL.

  

  Business response

  02/29/2024

  Hello ****. Thank you for contacting the PrettyLitter team. We're happy to address each of your concerns. Our records indicate the online purchase you made on 2/9/2024 was for PrettyLitter Original which is a non-clumping kitty litter. We recently launched a NEW clumping litter formula which is also available online and in select retail stores should you still be interested in giving it a try. We hope there are no extenuating circumstances that have prevented us from connecting with you sooner than this as we do not show any support ticket history received on your behalf at this time regarding a return inquiry. As a first time online customer with us, you are covered by our ****** Risk Free Guarantee. This means if you are not head-over-************ with your litter, contact us within 30 days of purchase to let us know and we will be happy to assist with your refund request. Good news is you are still within this window. Please allow 5-7 days for your refund to be credited back to the card used for purchase. Regarding access to your subscription dashboard, it looks like your account is still waiting to be activated which means a password was not registered when completing your first purchase with us. We will go ahead and cancel your subscription on your behalf to prevent any future orders or billing from processing. Thank you for giving PrettyLitter a try!

  Customer response

  02/29/2024

   
  Complaint: 21361987
  
  I am rejecting this response because:

  The credit card I used was canceled just yesterday. I emailed you on 1/17 and 1/21 using the email ******************************** please advise as my credit card just called me to tell me the transaction was declined.

  
  Sincerely,
  
  ***********************

  

  Business response

  03/05/2024

  Hi ****. Thank you for following up with us. Our records show that the order charged successfully on February 9th, and was refunded in full on February 29th in the amount of $22.46. One of our senior team members will be reaching out to you directly to provide further assistance and a receipt if needed for added convenience. We recommend contacting your credit card or banking institution directly for help with next steps if you are still having any trouble confirming receipt of these funds. We'll be in touch with you shortly just to make sure you've been fully resolved on our end.

• Initial Complaint

  02/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I was set up for a subscription for litter delivery every three months. I had filed my request to have my subscription ended as we no longer had our cat, ****** as of October. I had emailed support several times as I was confirmed for cancellation of subcription but also charged for a shipment they sent, both on 11/8/2023. After three attempts to contact the company, I received no communication back. The company has never tried to resolve this problem.

  

  Business response

  02/23/2024

  Hi ******. Thank you for contacting the PrettyLitter team.We are so sorry to learn that little Zordon is no longer with you. We're thinking of you and your family! Our records indicate our last interaction with you was received in a chat session from May 2023. We can confirm from those logs that an order cancellation request was received and processed on your behalf during this interaction, as well as a request to only pause your subscription until November 8th which is when your most recent order was actualized. We also note that you were successful in cancelling your subscription from within your customer portal shortly after your order was processed on this date. This means you are no longer scheduled to receive any automatic deliveries or billing moving forward. One of our senior support members will be happy to follow up directly to provide further confirmation for your records. We'd also like to collect more information on your attached correspondence initiated to our support team in November after your order had processed and your subscription cancelled. Please note that once an order is acknowledged in our system, we are unable to guarantee edits or cancellation - but we'll always make an attempt. Please note that most orders are eligible for return within 14 days of confirmed delivery. If your order is still return eligible (unopened or unused) we would be happy to take any unwanted litter off your hands and extend our return window as a one-time courtesy for refund consideration. We thank you for giving PrettyLitter a try and letting us be a part of your household.

  Customer response

  02/23/2024

   
  Complaint: 21337618
  
  I am rejecting this response because: I have provided attachments of attempted communication with PrettyLitter regarding a return and refund with no response. Since it has been 3+ months since my attempt to rectify the situation, the litter has been donated and unable to be returned. Refund is still warranted.

  
  Sincerely,
  
  ***********************

  

  Business response

  03/01/2024

  Hello ******. Thank you for following up with us. We appreciate your efforts to donate any unwanted litter to a local shelter or facility in need. One of our senior support team members has attempted to reach you directly to further assist here, however, we understand you have requested no further contact to the email address on file. If you can kindly submit a copy of your donation record or receipt to ******************************* we will submit this for processing a refund request on your behalf right away. We look forward to hearing from you. And thank you for giving PrettyLitter a try.

  Customer response

  03/05/2024

   
  Complaint: 21337618
  
  I am rejecting this response because: I do not have a donation form. It was a drop off.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  JAN and FEB **** I ordered and subscribed for the pretty litter for 1 cat at the agreed price of 24$ per 4 weeks - free shipping. However, I am charged for 27.55$. When I called Pretty Litter they said it was for taxes and handling. I can understand taxes BUT if they are charging handling fees. They should be disclosing that upfront in their advertised amount not sneaking it in. That seems fraudulent. It is not the amount it's they way they add it in without disclosure after they have you order and bank account information.

  

  Business response

  02/14/2024

  Hi *******. Thank you for contacting the PrettyLitter team. We do apologize for any confusion experienced around our pricing model. We offer FREE standard shipping on all orders over $25 in the contiguous *************. Orders under $25 will be assessed a $1.99 handling fee. More information is available at our website FAQs and Help Center. We know an extra cost is never ideal. We recommend a multi-month subscription to avoid a $1.99 handling fee. By moving to a multi-month subscription, you and your kitties will receive a three-month supply of litter on a quarterly schedule. This in mind, we care about your experience and understand if this has influenced your decision to shop elsewhere or consider other litter solutions. We have gone ahead and refunded the $1.99 handling fee on your most recent order as a courtesy. Please allow 5-7 days for this credit to return to your card or statement. Thank you for giving PrettyLitter a try!

*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. ↩