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Complaint Details
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Initial Complaint
10/29/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I've had a subscription with PrettyLitter for many months. They have repeatedly delivered my product late by as many as 4 weeks. I emailed several times without any movement on my product from more than a month ago, or more details besides "our warehouses are behind". I canceled my subscription days before I was going to be charged again. I explicitly told them: 1. The issue is a repeat issue 2. They made promises they couldn't deliver on (I was told there would be no more late orders, and 2 orders later, they are late again by a large margin) 3. I requested a refund, because the bag is now useless to me, since I have switched brands, and my cat is now used to it 4. I requested it be escalated to a manager I was not provided any additional information, including any communications from a manager. The only information I was offered was a denial for a refund - simply because it "wasn't within the 30-day risk free guarantee". In each email, they only apologize and provide me the tracking number, which has the same status (label created).
Business response
02/11/2022
Business Response /* (1000, 5, 2021/11/10) */ Thank you for reaching out. I am sorry about your experience with the shipment of your recent order of PrettyLitter. Due to an increase in demand, we were experiencing outbound shipping delays in some of our warehouses for a short period. We apologize for any inconvenience this may have caused. Although, it does look like there was a delay on the shipping carriers side, we see your order was delivered on 11/2/2021. We have also processed a refund for this order as a thank you for being so patient. Please let us know if you have any questions. We would be happy to help! Consumer Response /* (2000, 7, 2021/11/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) Received both the product and a refund. I specified wanting the refund, so this is all good with me. Wish this could have happened via customer support, but I'm glad to see results.Initial Complaint
10/28/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a three month subscription to Pretty Litter. It took several months for my order to be shipped and received. Upon receiving the product, I used it for two months and did not like the product. I cancelled my subscription well before the deadline. However, they shipped another three month supply to me. I have been trying for three weeks to get a return label emailed to me so that I can return the product for a refund. I have been told that it can take up to 5 business days to receive a return label. After 20 days, I have still not received the label. Now, they are telling me that they are having issues with the way that their return labels are handled, and they are not sure when they will be able to send the label. I just want a refund and have not been able to speak with a customer service representative. All communication is via email and very inconsistent with multiple people sending me the same unhelpful reply.Business response
02/11/2022
Business Response /* (1000, 5, 2021/11/10) */ Thank you for reaching out to the PrettyLitter team. I am sorry about your experience with the return of your recent order of PrettyLitter. Our records show that a return label was requested on your behalf, but may not have been processed with the time sensitivity we would have liked. The good news is that a refund has been processed for your order. Please allow 3-5 days for processing. As a thank you for your patience with us, we invite you to keep the unopened litter as complimentary or share with a friend or fellow cat parent. If we can further assist, please don't hesitate to reach out! We're happy to help.
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Get a QuoteCustomer Complaints Summary
254 total complaints in the last 3 years.
38 complaints closed in the last 12 months.