Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/17/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Aug 12 & 13, I got a fraudulent purchase on my cc statement that I made a purchase on this website, ****** each. I was able to resolve it by putting dispute to the charge that it wasnt me thru the cc company. Then I replaced my credit card with a new number and everything and never made any new purchases with it. Then on September 9 & 10 I get a new charge on my cc with a higher amount than the previous, ****** each. I have to go thru the same problem again now disputing each purchases and locking and getting rid of my cc for further possible reoccurring purchases. I can only think that the company is involved in a laundering with the fraudulent purchases with stolen cc and identity theft

  

  Business Response

  Date: 09/18/2024

  Hello, and thank you for contacting PrettyLitter. An unknown charge can feel confusing -- even worrisome! We're glad you reached out to us so we can help get you resolved right away. We believe we've located one or more matching transactions in our system from the details you've provided here. Per our records, each of these transactions belong to a recurring PrettyLitter Subscription order that was authorized from a customer directly from our online checkout page. The security of our customers information is important to us. As a precaution, we have disabled the customer account in our system where the order was authorized along with any recurring subscriptions. We have also blocked the payment method used to purchase to prevent any further activity or charges from occurring. We recommend contacting your bank and reporting the unauthorized transactions right away to ensure your information is secure and to request that any associated credit or debit card is immediately reissued. Your bank should be able to investigate this further and assist with any reimbursement that may be available to the named card holder. We apologize for the inconvenience this whole ordeal may have caused you and thank you again for bringing it to our attention.

  Customer Answer

  Date: 09/18/2024

   
  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

  Date:09/15/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a sample size cat food for 4.99 and my cat did not like it and wont eat, I have been trying to cancel, I was offered a20 percent off if I try again , I said no just cancel the food. I have received 2 more bags since my first request to cancel. **

  

  Business Response

  Date: 09/18/2024

  Hi ******. Thank you for contacting PrettyLitter. Were sorry to hear that our PrettyPlease ultra-premium feline food was not the right fit for your little one. But we appreciate you giving it a try! One of our senior support leaders has confirmed that your food subscription has now been cancelled, which should prevent you from receiving any future deliveries. Someone should be reaching out to you directly to provide confirmation as well as to verify that your litter delivery schedule currently remains active. Let us know if this requires cancellation as well and we will be happy to assist you. Please note that returns are not accepted on perishable goods such as food and treats for health and safety reasons. I hope this helps! Let us know if we can further assist. Have a great day.
  
  

• Initial Complaint

  Date:09/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I want to cancel my subscription to Pretty Litter. I do not have my cat as of 9/3/2024. I have tried to cancel but get no where. When I go on line they want me to pay some company I do not know at all and pay around $19.99. I use my password on they say it is not correct. I do not have this money I am old. I RECEIVED A DELIVERY TODAY FROM THEM!! I have no need for this litter now!

  

  Business Response

  Date: 09/09/2024

  Hi ******. Thank you for contacting PrettyLitter and letting us know you no longer have a need for recurring delivery services. We've checked our records and, unfortunately, cannot confirm any earlier messages placed to our support team regarding your cancellation request. We certainly hope there were no extenuating circumstances preventing us from speaking with you sooner in order to assist you better. By way of this request, we have cancelled your subscription which means you are no longer scheduled to receive automatic deliveries moving forward. You will also receive an email confirmation for your records. One of our support team members will be reaching out to you directly to assist with return instructions for your most recent shipment if you would like us to take any unwanted litter off of your hands. Thank you for being a subscriber - we hope to welcome you back in the future! Have a great day.

• Initial Complaint

  Date:09/05/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up to get a trial package and got one and my cat didnt like it so i stopped the subscription. the next month i got another package of litter and charged without any notice or email charging me $28 so i contacted the business 3 times now to ask to stop my subscription and they said they dont have my email in their system and so i sent them the documents show them that they have charged me. After that they stopped responding so I emailed them 2 more times and no response.

  

  Business Response

  Date: 09/06/2024

  Dear **** Thank you for contacting PrettyLitter. We are sorry to learn that our health-monitoring, color-changing kitty litter was not the right fit for your fur babies or household. But we appreciate you giving it and us a try! PrettyLitter.com is a subscription service. By completing your first online purchase with us in June 2024 you elected to enroll into recurring deliveries of our health-monitoring litter which will renew and ship automatically. Transparency is super important to us, which is why we include a reminder at checkout ahead of completing your first purchase. Please note that your subscription can be paused, modified, or canceled at any time by logging into your customer portal, or by contacting our support team at least two (2) business days prior to your next order renewal date. We see that you were in touch with our support team on 8/25/2024 requesting your subscription be cancelled. This was after your most recent order had already been billed and shipped as of 8/18/2024. As your product has now delivered successfully, we would be happy to extend our return window to you in order to take any unwanted litter off your hands. A member of our team will be following up with you directly to provide return instructions and a complimentary return label for shipping so that we can prioritize your refund request. At this time your services have been cancelled as requested, which means you will no longer receive any automatic deliveries moving forward. Have a wonderful day.

  Customer Answer

  Date: 09/06/2024

   
  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. Although I do think that you should find a better, easier way to cancel subscriptions as I am unsure why none of your team could find my subscription with my email. Also have your business send a reminder that the person is getting charged before charging
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:08/16/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Filled unauthorized orders

  

  Business Response

  Date: 08/16/2024

  Hi ****. Thank you for contacting the PrettyLitter team. We understand from the details of your complaint that you believe one or more PrettyLitter orders processed on your behalf were unauthorized. We also see that you have recently been in touch with our support team for more direct assistance. Were sorry to hear PrettyLitter was not the right fit for you. PrettyLitter.com is a subscription service. By completing your first online purchase with us you elected to enroll into recurring deliveries of our health-monitoring litter which will renew and ship automatically. Transparency is super important to us, which is why we include a reminder at checkout ahead of completing your first purchase. We see that your subscription was cancelled as of today at your request, which means you are no longer scheduled to receive automatic deliveries moving forward. Your most recent order was also refunded, as a courtesy, which should reflect on your account within the next 7-10 business days (please note shipping is non-refundable). We hope you'll consider resubscribing in the future. Thank you for giving PrettyLitter a try.

  Customer Answer

  Date: 08/17/2024

   
  Complaint: 22154720
  
  I am rejecting this response because: I specifically called PL to say I wanted to try clumping and plain litter before committing.  They assured me they cancelled my first subscription of plain and added one for clumping.  I also aked to be informed before another order shipped depending on my preference. They assured me I would receive an sms message before shipping.  Not only did I not receive an sms message but 2 orders were shipped without my consent so I cancelled everything! I was refunded expense minus shipping cost. Amazon and many other companies seem to be able to accommodate subscribe and save AND FREE shipping to ****** with deadlines before items ship.  Why cant you? Im told PL is working on accommodation of this service but not there yet. So far, (even though my cats like PL) it still scatters like other litters and Im not a fan of PL customer service and policies. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 09/04/2024

  Hi ****. Thank you for your reply. We apologize if our efforts to better assist you fell short of your expectations. While we we welcome the opportunity to improve upon your experience should you ever decide to resubscribe in the future, we fully understand if this has influenced your decision to shop elsewhere or consider other litter solutions. To confirm, your PrettyLitter subscription remains cancelled to prevent any future automatic deliveries from occurring. We also see that your last two shipments which have since been refunded to you as a courtesy have both been delivered successfully to the service address you placed on file. Thank you for giving PrettyLitter a try, and have a great day.

  Customer Answer

  Date: 09/17/2024

   
  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

  Date:08/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This brand states that this expensive product should last 2 months per bag and should monitor pet health issues through urine detection. Doesn't last more than 3 days and falsely indicates health issues that don't exist creating larger vet bills and higher spending. Requested refund from company to no avail. This company is defrauding the public and claiming false product services

  

  Business Response

  Date: 08/06/2024

  Hello *****. Thank you for contacting PrettyLitter and sharing your experience with us. Were sad to learn your first time using PrettyLitter was anything less than exceptional. Duration issues so early into your PrettyLitter life cycle does seem unusual. While PrettyLitter requires that your litter box maintain a minimum depth of at least 2 inches, there could be other factors. We'd like to collect some information on the bag you purchased for quality monitoring purposes. We see you are in touch with our Customer Support team directly. We'll need to confirm your customer information as well as your order confirmation or in-store receipt in order to assist with your refund request. We look forward to hearing from you. Thanks *****.

• Initial Complaint

  Date:07/29/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a subscription with this company and canceled a week after our kitten passed away. They charged me the same day I canceled. Upon seeing the charges I immediately contacted support in an attempt to stop items from being shipped to me. Support contacted me back by stating the order was processed before I canceled which is 100% false and further stated I can donate items to an animal shelter.

  

  Business Response

  Date: 07/30/2024

  Hi *******. Thank you for contacting PrettyLitter. We are so sorry to hear about the passing of your little one. We hope you and your family are healing during this difficult time. Our support team is in touch with you directly to provide further assistance in getting you resolved quickly. We were able to review your subscription timeline and confirm a cancellation was received after your most recent order (********) had already been acknowledged in our system. We've provided further detail via email for your records and convenience. At this time, your order has successfully delivered. We are more than happy to assist you with a complimentary return label in order to redirect your package back to our warehouse and prioritize a refund on your behalf. Moving forward, you are no longer scheduled to receive any automatic deliveries so you should be all set there. We look forward to hearing from you!

• Initial Complaint

  Date:07/05/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:07/02/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:06/06/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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.