ComplaintsforPrettyLitter

• Initial Complaint

  02/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Before my subscription was set to renew, I visited their site to cancel any upcoming orders. The litter smelled horrible after 3 days even following the suggestion on depth and mixing daily. The website showed I didnt have any subscriptions to cancel or any upcoming orders. I figured I likely canceled it the last time I shifted delivery day of the cat food. A few days or so later 1/17, I received a confirmation that my order was processed and shipped. I immediately emailed looking to return my product as soon as it would arrive and was told I couldnt be given a return label yet and to email back after my product arrives. My product apparently arrived on 1/19 and I was unaware until I saw it recently this week. I emailed again 2/4 to find I was now outside their 14 day return window by 3 days and that I should just donate all of it to a local shelter. They were unwilling to work with me and I am very dissatisfied by the resolution of both *** and ***** and that they arent willing to resolve an order that I was unable to cancel due to their website issue. I have since cancelled both my food and litter subscription and dont intend to ever purchase another product because of how poorly it was handled. I just want both products gone now and to be given my money back.

  

  Business response

  02/05/2024

  Hi *****. Thank you for reaching out to the PrettyLitter team. We do apologize for any difficulties you might have experienced in managing your subscription directly through the customer portal. Our notes indicate that your subscription was cancelled on January 17th, a day after your most recent order was scheduled to process. Prior to this, your deliveries it seems were only temporarily inactive due to an ongoing billing issue on the account preventing the next scheduled charge from completing. At this time, you are not scheduled to receive any future deliveries or charges so you should be all set. As a courtesy, we are happy to extend our return window and provide a complimentary shipping label to assist you with the return of your most recent delivery. One of our senior team members will be reaching out directly to help with next steps. Once your return is in transit, we will prioritize your refund request right away. Thank you for giving PrettyLitter a try! We hope you'll consider subscribing again in the future.

• Initial Complaint

  02/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So upon waking up this morning 2/3/24 I see on my phone that Pretty Litter just 2 hours ago at 4:19am est has charged my brand new debit card for a total of $142.56 without my knowledge or approval. How exactly did they even get my card # as this is a brand new card. I for sure did not give it to them!! I have had a subscription with them before but that was with my old card which I had to have replaced just a short time ago due to fraud. I also had emailed pretty litter about this issue with my card and that I was getting a new one but this is absolutely outrageous that they are able to take money off of a brand new card that I did not give them the numbers of. I was planning to restart with them but just taking money out of my account is not cool and you have now put my bank account at under $100 for the month of February which we are just at the beginning of. I am disabled and live on a fixed income. How are they allowed to do something like that?? I am seriously thinking about cancelling my subscription as I find this is a very gross practice!! Prior to this I was very happy with the product but now I am just seriously disgusted with this whole operation and will be seeking additional information and assistance with this matter.

  

  Business response

  02/05/2024

  Hi *****. Thanks for reaching out to the PrettyLitter team. We can absolutely understand how a charge to a brand new card can be confusing, even worrisome. Particularly if those payment details were not yet updated by you inside your PrettyLitter customer portal. More than likely your credit or debit card network participates in automatic card updates. This is managed between the payment gateway and your credit or banking institution. One of our senior support team members will be reaching out directly to provide a bit more information. We are also happy to provide you with a complimentary shipping label to assist with the return of any unwanted litter if you do not wish to keep your most recent delivery. We look forward to speaking with you soon!

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  this is the absolute worst litter that i have ever used. my cat HATED IT even though i tried literally everything they told me to do. i only bought it one time and yet they keep charging my card and then claiming that they told me it was recurring. WHICH I SPECIFICALLY CHOSE TO ONLY PURCHASE ONCE. im sick and tired of being push around by their customer support (if you can even call it that). i still have 2 and a half bags FULL of litter that i dont want and none of my friends want because its so awful.

  

  Business response

  02/01/2024

  Hi ****** Were sorry to hear PrettyLitter was not the right fit for you and your kitties. 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. Subscriptions can be paused, modified, or canceled at any time by logging into your customer portal, or by contacting our support team before your next order date is scheduled to process. We do not offer one-time checkouts on our website at this time. However, purchasing al carte is available through one of our available retail partners like ******** Target, or PetSmart. At this time your subscription shows cancelled which means you should not receive any future ******** or deliveries moving forward. With regard to your most recent order that has already shipped, it is eligible for return within 14 days of a confirmed delivery for refund. We see you are in touch with our support team who have put in a request to have this package rerouted by the carrier as a courtesy. If your package is successfully rerouted before delivery, we will be happy to prioritize your refund request ahead of schedule. If it cannot be rerouted, a complimentary return label will be provided to assist you with your forthcoming return. One of our senior support members will be following up on your ticket to further assist. Thank you for giving PrettyLitter a try!

• Initial Complaint

  01/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I initially purchased this litter and received two boxes, one of which was free. A short time later I received an additional box that I did not order, and the company insisted I was on auto delivery, but I protested and they agreed to refund my money. The problem is, I received several emails claiming they have sent me a return label which I have never received! I sent another email today stating this and we will see what happens. But, it has been dragging on for months and I'm sick of it!! Please help me to get a return label from these people so I can send this box back, thank you!! P.S. I think it was $25.99. Also, one of my cats, a 15ish year old Siamese, started eating it. I don't know how much she ingested because I only saw her do it once, but she may have when I wasn't around. This kitty wound up having to be put down not long after this and who knows if this was the reason ??

  

  Business response

  01/31/2024

  Hi ****. Thank you for reaching out to the PrettyLitter team. We do apologize for any unforeseen circumstances that have prevented you from receiving the complimentary return label from us. Our records show that each label issued was processed successfully and sent to the contact address on file, but eventually expired before use. We understand returns can be a bit of a hassle, so well go ahead and waive any required return shipping on your most recent order as a courtesy. Please feel free to keep, donate, or discard any unopened litter you may have on hand. Our support team has also processed a refund in the full amount of $28.14 which should reflect on your card or statement within 5-7 business days. Thank you for giving PrettyLitter a try. We hope youll consider subscribing again in the future. Have a great day!

  Customer response

  02/03/2024

   
  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

  12/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  So I had a subscription with Pretty Litter, which occurred monthly. Ive been meaning to cancel because i have 6 full bags laying in my garage. I do not go through them near as fast as they want me to. I was charged on December 6th for my subscription, the AGAIN today, December 30th. A full week ahead of schedule. I have already gone through and canceled my subscription now out of frustration. As of now, i plan to come back after going through all my spare bags, but if this issue is not fixed, and i do not receive a refund for this shipment coming in, as i plan to return it, I will be going elsewhere for my litter needs.Reading through the complaints and reviews, I see this is a common occurrence with Pretty Litter. Sadly. Please issue my refund. This is not fair

  

  Business response

  01/02/2024

  Hi ************* Thank you for reaching out about your recent order processing date. I completely understand how an order processing ahead of schedule would feel worrisome, and I appreciate you reaching out to us right away. I did some checking in the system. It looks like this order was originally scheduled to be processed during a warehouse closure or production pause. We know how much you and your fur friends rely on timely deliveries of our health-monitoring kitty litter. So, our supply chain team prioritized your order ahead of time to prevent any risk of delays. Im so sorry for any confusion this may have caused. We've approved and processed a refund for this upcoming delivery. You should see a credit within the next 5 to 7 days. We'd rather not hassle you with return shipping your items, so feel free to enjoy your order complimentary or share with a fellow cat friend or parent. Let us know if you have any questions or need assistance. We're here to help!

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Unable to cancel my subscription as I cannot log into my account. I have reset my password multiple times and it continually says it's not valid.I have sent emails and received no response.

  

  Business response

  01/02/2024

  Hi *********. Our notes indicate your account was still pending activation at the time. This is likely what was perpetuating those login issues you were experiencing as an original password was not yet confirmed in order to reset it. We apologize for any inconvenience in accessing your customer dashboard as a result. It looks like any active subscriptions under the account email address you've provided us have already been canceled. This means you are not scheduled to receive any future PrettyLitter deliveries or ******** at this time. 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

  12/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This product claims to create "LOW" dust...It CREATES ALOT OF ***** GEL DUST THAT WHEN FOUND ON YOUR FURNITURE IS YELLOW FROM THE FELINE'S ***** IT HOLDS! I HAVE TAKEN PHOTOS AND HAVE WITNESSES..I HAVE JUST CONTACTED PRETTY LITTER ABOUT THIS UNHEALTHY, VERY UNSANITARY, TOXIC FIND WITH THEIR PRODUCT, "PRETTY LITTER" ..THIS IS SO DISCUSTING AND I WANT THEM TO PAY FOR THE CLEANING OF MY HOUSE THAT THIS DUST HAS CREATED WHICH IS BEING FOUND EVERYWHERE..NEVER MIND TRACKING IT ON OUR FEET ALL OVER OUR RUGS! ALSO I FOUND ON THE WINDOW *****, SHELVES, MY PLASTIC BINS IN THAT SPARE ROOM EVEN THEIR LIDS HAVE A LAYER OF DUST ON THEM..I INCLUDED THAT IN MY LAST PIC ATTACHED...IE.(TURQUOISE/BLUE COLOR LID)..WHICH MEANS WE WERE ALL BREATHING THIS IN!!!I AM LITTERALLY TASTING IT IN MY MOUTH...I CHANGE MY LITTER RELIGIOUSLY 3X + /DAY..AND ALSO NEVER HAD THIS PROBLEM WITH ANY OTHER TYPE OF LITTER..IT SHOULD BE TAKEN OFF THE MARKET! I PURCHASED FROM CHEWY LAST MO. AND CANCELLED BC THE ***** DID NOT CLUMP UP AS *************************** ADVERTISES IT DOES..AND THEY REFUNDED MY MONEY RIGHT AWAY ! ..I CHANGED THE LITTER TOO IT WASNT OLD..THIS LITTER CREATES ***** DUST ALL OVER MY HOUSE..IM SO GROSSED OUT AND VERY UPSET!!!!..Now I SERIUOSLY HAVE TO DECONTAMINATE MY HOUSE AND CLEAN UP ALL THIS ***** DUST WHICH IS LITERALLY ALL OVER EVERYTHING IN MY UPSTAIRS OF OUR HOUSE! THIS PRODUCT SHOULD BE BANNED! I AM ALSO CONTACTING OUR VETERINARIANS NOW AND WILL INFORM THEM. THANK YOU FOR YOUR HELP IN THIS SRRIOUS HEALTH MATTER!

  

  Business response

  12/27/2023

  Hi ****. We appreciate your feedback regarding the dust issues you are experiencing. PrettyLitter is designed to produce low dust on the initial pour of a fresh bag of litter. Our fine crystals are kind on your kittys paws, but they do break down over time and use into smaller and smaller pieces that *** produce a fine dust-like powder if they are overused or stirred. Dust could be an indicator that the litter has reached the end of its monthly wear and tear. We understand your purchase was placed through a third-party vendor (Chewy) and we are glad to hear they were able to accommodate you with a refund directly. Unfortunately, we do not have access to their transactional history or customer records. But wed love to learn more to ensure your product is performing as expected if you are still interested in giving PrettyLitter a try. We are also happy to ship you a complimentary bag of PrettyLitter from our online store to see if the dust issues you reported improve at all. Please send us an email at ******************************* and include BBB in the subject line. One of our support team members will be standing by to assist.

• Initial Complaint

  12/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Every month for many months pretty litter has been taking about $75 out of my account and sending me cat litter that I only recall ordering one time. I kept hoping these charges would stop and have had no luck logging into their website, and had no idea of how to contact them as nothing I did worked to login, and I never saw a phone number.Finally, I saw this month that the charge didnt go through my account and I hoped they would back off and leave it alone but unfortunately it went through again. I do not want this product I have not wanted it since the first time I ordered it I did not know I would be getting recurring charges.Finally today, when I scrolled down to the bottom of the website where I tried to login I saw there was some contact info. I texted with no response. Tried chatting with no response and then I saw the number and called. It was difficult for them to locate me at first and they didnt seem to have my email, they said that I had subscribed and I informed them I did not know that I subscribed and I would like to be refunded because they just again took out the money. He said he would try to stop the current shipment. I informed him that I do not want any more product whatsoever and I need a refund and I would like to be refunded for the months that I did not request this product , he insisted I have a subscription and he can cancel it but cannot guarantee that this product will not be shipped out

  

  Business response

  12/26/2023

  Hello ********. Thank you for contacting PrettyLitter. Were sorry to hear our recurring delivery service was not the right fit for you. PrettyLitter.com is a subscription service. By completing your first online purchase with us in January 2023 you elected to enroll into recurring deliveries of our health-monitoring litter on a quarterly schedule which renewed and shipped automatically resulting in 4 completed deliveries to the address of record. Transparency is super important to us, which is why we include a reminder at checkout ahead of completing your first purchase. 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. Your most recent order from December 2023 (********) was cancelled and refunded at your request. Your subscription has also been cancelled under the account email registered with us per your support ticket submitted and received in last week as well. This means you are no longer scheduled to receive deliveries or automatic billing moving forward. We thank you for giving PrettyLitter a try and hope that you'll consider resubscribing again in the future. Have a great day.

• Initial Complaint

  12/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My card was ran without my permission. The order was for the 13th they went in and changed the order.on 12/19 to be done on 12/20 and ran my card after midnight on 12/21. I contacted them and they refuse to offer a refund they say I have to call back for a return label and they will then review for a refund. They should not be allowed to just run someone's card when ever they want to and not at that time of night. I canceled the order and the order coming due and they still jave it as an active order.

  

  Business response

  12/22/2023

  Hi **** ***. Were sorry to hear our subscription service was not the right fit for you. PrettyLitter.com is a subscription-enabled service. By completing your first online purchase with us in September, 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. 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 are more than happy to take any unwanted litter off your hands and assist you with your return once your order has delivered (expected arrival is tomorrow). A member of our support team will be reaching back out to you again for help with next steps and submitting your refund request just as soon as your order is in route back to the warehouse. Speak soon! 

  Customer response

  12/22/2023

   
  Complaint: 21041057
  
  I am rejecting this response because: There was not a reminder that said they would change dates and run my card at their convenience and there system would not allow me in until after the card was process. I tried to change my password on four different occasions and micarlously I got in after they ran the card and then they said I logged in and changed the dates of the run which was inaccurate and now they want me to return something that was  not even suppose to be shipped so they can possibly consider a refund. Because the order was for the 13th of the month so when the card declined it should have been up to me to renew just like any other "subscription" service but they changed the date and reran my card and now I have to wait on them and the litter to get here. Such an inconvenience when a refund should have been done when it was requested!

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

  

  Business response

  12/22/2023

  Dear **** ***. We appreciate your feedback and apologize if our services fall short of expectations. It is common practice for refunds to be processed only after the return of unwanted items has been completed. This in mind, we care about your experience and have authorized the processing of your refund ahead of any return shipping as a courtesy. This will help avoid any potential delays you might incur given the approaching holiday. We understand a member of our support team has also been in contact with you directly to offer more immediate support than this communication. Please allow 5 to 7 business days for the credit to appear on your card or statement. Thank you for giving PrettyLitter a try. We hope you find the right litter solution that will work best for you and your kitties in the future. Happy holidays!

• Initial Complaint

  12/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I cancelled my subscription to Pretty Litter, which was verified by email from the company on October 9, 2023 and attached. It took quite some time to cancel as the website in not manageable. I was unable to sign in to cancel on the site and the website does need to be fixed. I have not been on the website since prior to the cancellation. This appears to be a common problem. I did receive the notification that the account was cancelled October 9, 2023. I just received an order that I did not make. I have not reactivated my account nor do I want to reactivate my account since this is a product that I have not needed since prior to the cancellation last October. There appears to be a glitch in their online website and in communication with cancellations. I need to be refunded and the cancellation error needs to be resolved so that cancelled means cancelled. Thank you

  

  Business response

  12/21/2023

  Hi *********. Thank you for reaching out to PrettyLitter. We'd like to apologize for any erroneous subscription reactivations that *** have resulted in an unwanted order or charge. We've looped in our technical team for next review to see what might have happened here as we do show record of your cancellation request from October. We also see that you were able to connect with a member of our support team directly who was able to resolve you in full. The order was refunded to the payment method on file which should now be credited back to you (please let us know if you are not able to confirm receipt). We can also confirm there are no active subscriptions under the email address provided, which means you should not incur any additional deliveries or charges moving forward. You're all set. Let us know if you still need assistance, and we'll be standing by.

*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. ↩