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:08/25/2023

  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.

  Background: I signed up for a subscription which included a free litter box and scoop. When I received my initial order - there was no litter box or scoop. So I contacted customer care. They told me they would add the litter box and scoop to my next order.The issue: This week I received my order including the free litter box and scoop. However there was a 2nd box with my order that contained a nicer litter box. I was confused by this so I checked my bank statement and saw that I was charged $40+tax for this additional litter box. I contacted Pretty Litter and was told that I could take the box to ***** and they would give me a label to return it. I asked the representative, *****, over chat for him to send me a return label. He told me he could not, but that ***** would give me one. I took off work during my lunch break to go to *****. They were puzzled that I was told for them to give me a label. They told me it has to come from the business.I have contacted Pretty Litter again and was told they would not give me a return label for an accessory. However, this is something I did not order. The want me to pay to ship it back for my refund or said I could keep it and they would give me 20% off for three subscriptions (9 months as a subscription if for 3 months) to compensate the $40 I was charged for the litter box.That is not something I accept because I am not sure I want to continue business with a company that sends unordered merchandise, charges you for it, then expects you to ship it back with your own money. Again I was told that I would not get a refund, but could have 20% off.

  

  Business Response

  Date: 08/28/2023

  Hi ****. Thank you for contacting the PrettyLitter team. We'll get you sorted out in no time. We understand that you were erroneously charged and shipped a ****** Litter Box on your August order (********) that you did not originally select. Based on the event history and your interactions with our support team, we believe this may have been a system bug within your account portal. We apologize for the inconvenience this may have caused you and have looped in our technical team members for troubleshooting next steps. To confirm, we have waived any return shipping required for the extra item that delivered to avoid any additional hassle for you. You are welcome to keep or donate the extra litter box you did receive. We can also confirm that a full refund in the amount of $40.00 is in process back to you. Please let us know if you do not see this credit returned to your card or statement within 5-7 business days. Let us know if we can further assist and we'll be standing by. Have a great day.

  Customer Answer

  Date: 08/28/2023

   
  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:08/23/2023

  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.

  ORDER # PrettyLitter ******** My name is ***************************** and I have 4 cats at home 2 older cats ***** and ****** and 2 kittens not even 5 months old yet Boots and ****, well I'd seen the commercial before on ******** so I figured money back gaurantee what could go wrong. Wow if I wasn't completely wrong about that statement, first my order never arrives so I had to call and get another one shipped then when I started using it we were noticing that both the kittens were eating it just a few bites hear and their. And before you think about asking me if my cats are well fed yes they have 2 bowls one up stairs one downstairs of ******* Kitten food filled up daily with their occasional temptation kitten treats. Then we noticed Boots eating alot after alot after alot and she just kept on until we stopped her. Then she was really lethargic and just looked sick and her stomach felt like really hard to I took her to the Banefeild Veterinary and after $707.42 Boots was all ready to come home they had to pump her stomach the vet said if we would have waited even a day she could have died. So I immediately removed all pretty litter from all litter boxes in the house and called your company for a return label and after being transfered 3 times to 3 different people your lady finally tells me Okay just send the 2 unopened bags back and your all set. Then I get an email saying they received my two bags back and I'm not getting any refund. So you see I've been completely missed treated by your company time and time again then to get that email then other day I was furious. Sincerely ***************************** Ps. Boots is okay thank God she made a full recovery seven hundred dollars later.

  

  Business Response

  Date: 08/28/2023

  Hi ******. Were sad to hear PrettyLitter was not ************* for your household. Were happy to address each of your concerns here to help get you resolved ASAP. First, we hope that *********************** is happy and healthy! Second, PrettyLitter is engineered specifically for cats health to be both household friendly and pet-safe. Eating large amounts of ANY type of litter is obviously not recommended, so keeping an eye on your kittys munching habits is always best practice. To confirm, first time customers who purchase from our website are absolutely eligible for our Risk-Free Guarantee if they contact us within 30 days. It looks like you just missed the cut off when our support team spoke with you originally. However, as a courtesy, it looks like a complimentary return label was issued to take any unwanted litter off your hands at which time we would process a full refund upon receipt of your returned package. Our records show that your return has now been received, and a refund on the original order was processed in the amount of $138.10. Please let us know if you are having any issue locating this credit, and well be happy to assist with next steps. Have a great day and thank you for giving PrettyLitter a try.

  Customer Answer

  Date: 08/29/2023

   
  Complaint: 20509936
  
  I am rejecting this response because I have not received any such refund, and second I was well inside the 30 day full refund because I didn't receive my order that I first ordered. I had to call your company about my order not arriving when it said delivered, please don't sit their and act like your doing me a favor, because it's insulting. I should be really contacting my Lawyer in this circumstance but I thought I would give you guys a chance to save face. 

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

  

  Business Response

  Date: 09/01/2023

  Dear ******. We appreciate your reply and feedback. We can confirm that the refund was processed back to your Mastercard used in your original purchase. Credits can take 5-7 business days on average to process depending on your bank or credit institution. A refund confirmation was also emailed previously for your records. We recommend contacting your bank directly if you have any issue in confirming receipt of these funds. Thank you for giving PrettyLitter a try.

• Initial Complaint

  Date:08/22/2023

  Type:Order 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.

  Deducted money from checking account and I never signed up for automatic anything!

  

  Business Response

  Date: 08/22/2023

  Hello *****. 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 in May 2023 (Order ********) 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 understand pricing impacts every household differently, and are sensitive to any financial hardships you may be facing. We have cancelled your PrettyLitter subscription at this time which means you are no longer scheduled to receive recurring deliveries moving forward. A member of our support team will be reaching out directly as well to assist you in managing your latest order that was recently processed. If your order is no longer eligible for cancelling, we will be happy to help you with your return and refund request. Speak soon!
  
  

• Initial Complaint

  Date:08/15/2023

  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.

  ISSUE 1: I placed 3 orders for myself, a family member and a friend, and never received a receipt via email as requested. I used specific discount codes for these orders but believe I never received the discounts I was promised. Without such receipts that this info, I cannot determine what I was charged for each order. (My credit card statement shows no breakdown.ISSUE 2: I cannot access my online account. The login page will not accept my correct login details. So I used the password reset link but have not received ANY responses to multiple password reset requests. How can I edit my information or make subscription changes if the website will not allow me access to my account?!?! I just learned I am dying so rehomed my cat. I have no need for future litter orders. I need to plan for my death before I become too ill to do so. I am in horrible pain, frightened of dying, and have so much else to deal with. Why is this company doing this?!?! Why????? Is this company so heartless that someone dealing with a terminal illness has to waste their last lucid days to try to sort this out? I am heartbroken, scared, suffering both physical AND emotional pain, and have very little time left. I need to access my account an have received ZERO responses to multiple request. Pretty Litter has my credit card info so are clearly denying me the ability to manage my account!!!

  

  Business Response

  Date: 08/17/2023

  Hi ********. Thank you for reaching out. First and foremost,our thoughts are with you during this difficult time. We are happy to address each of your concerns to help resolve you as quickly as possible. All three (3)orders you placed online in July 2023 (11123092, 11130958, 11130961) delivered successfully to the service address you provided us according to your tracking information. Copies of each order confirmation were shared to the contact email address on file which would include any applicable costs and promotional discounts applied for your records. Regarding your login issues, it looks like we spoke with you earlier this week (8/15) over email and confirmed that you had not yet registered a password to complete your account activation. First-time checkouts can be completed without registering a password (similar to a guest checkout experience), but passwords will be required to access your customer dashboard and affect any subscription changes, including skips or cancels. At this time, the account invite weve reissued to you is still pending. To eliminate any additional hassle or inconvenience, weve gone ahead and cancelled your PrettyLitter subscription for you at your request. This means you are no longer scheduled to receive recurring deliveries moving forward. We wish you best of luck on your health journey and would like to thank you for giving PrettyLitter a try. Be well.

• Initial Complaint

  Date:08/09/2023

  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.

  On 6/21 I attempted to cancel my subscription to litter. They wouldn't let me do it online so I emailed asking them to cancel. I just got notice today that I have another shipment coming. I chatted with them and they said there was nothing they could do about it and they had no record of my email. I sent them a screenshot. They are now telling me I will have to drive a big box of litter to return it when it arrives. I want a refund on this order. If they want to send someone to my house to pick it up fine but I don't want to drive it to return it. This was their mistake!

  

  Business Response

  Date: 08/10/2023

  Hi **** We appreciate your feedback and are bummed to hear our services did not meet your expectations. Your PrettyLitter subscription can be edited or modified at any time (including pausing or canceling services) by logging into your customer portal, or by contacting our support team before your next order is scheduled to process. It looks like a request your most recent request to cancel was received after your last order had already been processed. Unfortunately, we do not have record of the request placed in June to our support team. We're so sorry for the inconvenience and any unforeseen circumstances that *** have prevented you from reaching us earlier than this. Once an order has been acknowledged in our system, we cannot guarantee the shipment can be canceled - but we will always try on your behalf! We have a couple options: let us know once your package has arrived and we will gladly take any unwanted litter off your hands by providing a complimentary return ship label. Or, you can simply refuse the package. Once your return package is in route, we will expedite a refund to you ASAP. Currently, your subscription is canceled which means you are no longer scheduled to receive recurring deliveries moving forward. Youre all set! Please let us know if you need further assistance.
  
  

  Customer Answer

  Date: 08/11/2023

   
  Complaint: 20447368
  
  I am rejecting this response because:  You policy is to either chat or email to cancel.  I chose to email at the email address you provided.  You did not respond, AND you sent another order and charged for it.  This is not good business practices.  I will leave a review so others know how difficult it is to cancel with you.  
  
  Sincerely,
  
  ***************

  

  Business Response

  Date: 08/11/2023

  Hi **** Thank you for providing us with additional feedback. We're happy to further address your concerns. While order cancellation is not available once a new shipment has been processed, subscription cancellation is indeed available at anytime from within your customer dashboard. We offer chat and email support within the dashboard view of your account as additional options in the event you would like assistance with your cancellation. However, your services can be edited or changed (including skips or cancels) individually in just a few clicks. We apologize for any confusion, inconvenience or difficulty in allowing you to self-serve this request. Please note that our *********** includes some great resources and tutorials on subscription dashboard navigation that we hope will assist in the future (if you ever decide to give PrettyLitter another try). We definitely understand if this experience has influenced your decision to shop elsewhere. As a courtesy, we have gone ahead and approved a refund on your most recent order that delivered yesterday. Return shipping has been waived, so please enjoy the complimentary product on us, share with a friend or neighbor, or consider donating to a local shelter in need. Have a great day, and thank you for giving PrettyLitter a try!

• Initial Complaint

  Date:08/05/2023

  Type:Service or Repair 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 sent multiple email and communication to cancel my account and NOT send any further product. It was not the product for us. I was willing to pay for the one I received but wanted that to be the end of our relationship. I got an email back that they went ahead and shipped the next order just to give me more time to decide and would be charged. Seems like a scam when I was so clear. Id stay away.

  

  Business Response

  Date: 08/07/2023

  Hello *****. We appreciate your feedback and are bummed to hear our services did not meet your expectations. Your PrettyLitter subscription can be edited or modified at any time (including pausing or canceling services) by logging into your customer portal, or by contacting our support team before your next order is scheduled to process. It looks like a request to cancel was received after your last order had already been processed. Once an order has been acknowledged in our system, we cannot guarantee the shipment can be canceled - but well certainly try! Let us know once your package has arrived and we will gladly take any unwanted litter off your hands. At this time, your subscription is canceled which means you are no longer scheduled to receive recurring deliveries moving forward. A refund was processed through customer support as of today. Please allow 3-5 business days for the credit to reflect on your card or statement. Youre all set!

• Initial Complaint

  Date:08/03/2023

  Type:Service or Repair 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 signed up for a subscription, trial 30 days for a bag of cat litter to be delivered. They sent me a free bag of cat food to try with the litter.I received that first box and decided to keep using it. Ive gotten 5-6 single boxes of cat litter the past 4 months. I all of a sudden started getting big bags of cat food. So I logged into my account in Pretty Litters website, and could not access my account. So I tried changing my password- I got an email to change it, followed the directions and tried logging in again, and was not granted access to my account. I sent an email asking for help and never got an answer. This was last month. I just got a box of 3 bags of litter and 1 bag of cat food as a quarterly subscription! Over $100 charge I did NOT sign up for and now I cant login to my account again to cancel the subscription. I just tried changing my password twice in the past 20 minutes and it wont let me login. I feel as if this company is taking advantage of subscription based customers and people who arent tech savvy (even though I have very tech savvy and *I* am having issues). And now I am being charged for products that I have no control over the subscription.

  

  Business Response

  Date: 08/04/2023

  Hi Aubry. We apologize for any inconvenience and will be happy to assist here! It looks like the PrettyLitter account under your ********************** email was still waiting to be activated. This typically happens if a password was not set up while completing your first online checkout with us. It is possible for a new customer to place their first ******************** subscription order without setting a password. This is very similar to a "guest" checkout experience and intended to keep things simple and convenient. Your email is automatically saved for your order confirmations and shipping alerts. However, to make edits or changes to a future delivery schedule, we do ask that you set a password to secure your information and access. Swapping between products, and even pausing or canceling your subscription service is also available at any time from within your activated customer dashboard. Our records show that you were recently successful in activating your account which is great news! We also can confirm that you have successfully canceled your subscription from within your customer portal. This means that you are not scheduled to receive any future deliveries or billing moving forward. Youre all set. If you need further assistance, please contact us at ******************************* and a member of our support team will be standing by. Have a great day!

• Initial Complaint

  Date:08/02/2023

  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.

  Pretty Litter advertises on a ******** website the price of $24 per bag.Pretty Litter has the BBB accreditation located at the bottom of their ******** website Pretty Litter is not registered in my area as a ******** BBB registrant Pretty Litter is registered with your office only Pretty Litter has incorrectly said the price is $24 USD which they told me before they realized I was seeing this price on their .ca ******** website Pretty Litter has been provided multiple opportunities to correct this pricing if it is wrong and multiple opportunities to contact me if there is further confusion but they have chosen not to.Pretty Litter offers me a 20% discount using code meow20 or pretty20 if I subscribe to more than one bag at a time, which makes the price 2x$24 = 48 minus 20% = $38.40 ********.I expect Pretty Litter to honour this pricing as they have chosen not to continue to advertise this $24 cost per bag on their ******** website after I double checked on this with them multiple times and, after repeated emails from Pretty Litter that provided inaccurate information, because they were either not understanding what I was saying or choosing not to listen, finally was only told that the marketing department would be informed and they tried to offer me a toy, while maintaining to advertise the price of $24.

  

  Business Response

  Date: 08/02/2023

  Thank you for connecting with us, Bryn. We appreciate your feedback and apologize for any inconvenience to your PrettyLitter online experience. We have made our team aware of a pricing error displayed within a section of copy from our ****** website. We understand the confusion this may have caused ahead of completing your first online checkout with us, and want to thank you for helping to bring this to our attention. First impressions count, and we know that! If you are still interested in giving PrettyLitter a try, we would be happy to honor the adjusted pricing per bag that was advertised at the time you contacted our support team. A senior team member will be reaching out to assist you with next steps. Please be advised that after the first order is charged and processed, any future orders associated with your ongoing subscription will be billed at regular, standard pricing in line with our service terms and conditions. PrettyLitter subscriptions may be canceled at any time before your next order is scheduled to process by either accessing your account dashboard, or by contacting customer service. First time online customers are also covered by our 30-Day Risk Free Guarantee in the event PrettyLitter is not the right long-term fit for your kitties or household. Speak with you soon!

  Customer Answer

  Date: 08/02/2023

   
  Complaint: 20410718
  
  I am rejecting this response because:

  the Price is advertised at $24 ******** per ******** a 20% discount.  The pricing did not stipulate that there was a limit of one bag.  This is your error and it is one I tried to get you to correct on at least 6 different occasions and you chose not to.   The reality is that if it was an error, you had many chances to fix it and only once I made a formal complaint did you listen and then say it was a mistake.  There are consequences for mistakes, and in this case, a company as big as yours can afford to eat the small Loss of a subscription for $24 CDN per bag instead of whatever you say it is, $30?  I expect the advertised price to be honoured for my subscription and if you lose a bit for your mistake, then hopefully you learn the next time someone contacts you six times and you are too ignorant to listen to what you are being told.  I reject your offer and stand behind my position which is both reasonable, fair and also lawful by the way.  Check your laws for ******.  You are required to honour your advertised pricing unless it is impossible or unreasonable to do so.  With *************************** as your spokesperson, it is neither impossible nor unreasonable.

   

  You therefore are responsible to honour your pricing and if it was a mistake, change it.  I notice your website still has this same amount advertised even now!  If its such a mistake that you simply cant afford to honour the pricing, one would think that after several days and several hours of being told about it, you would have fixed it by now.

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

  

  Business Response

  Date: 08/04/2023

  Dear ****. Thank you for your follow-up. We appreciate your feedback and apologize if our service offering falls short of your expectations. We have already addressed the copy edit on our website to avoid confusion in our pricing model moving forward. As previously stated, we would be happy to price match your first order at $24 CAD per ******** your 20%WELCOME discount based on what was displayed to you at the time you contacted customer support. Any forthcoming or recurring orders in association with your PrettyLitter subscription would be billed at standard pricing. If you do not wish to commit to recurring deliveries, you can cancel at any time ahead of your next scheduled delivery. PrettyLitter is also available in Walmart Canada stores near you if purchasing through retail offers more convenience for your needs or household. We hope there are no extenuating circumstances that have prevented us from reaching you directly. We also understand if this influences your decision to shop elsewhere or consider other litter solutions. But we are always here if you change your mind! Have a good day.

• Initial Complaint

  Date:07/27/2023

  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.

  Purchased 3 months supply of the Prittylitter to test with our cats. Was excited to use since it promissed no dust and better performance than other litters. Got the order and set up 2 of 3 of our litter boxes with the litter and left one with our older clay *********************** The cats did not like it at all. We ended up cleaning the one older litter box multiple times a day to keep up. But I wasnt worried because PrittyLitter offers a no risk 30-Day Risk-Free Guarantee. I opened a ticket as per their website. I was quickly informed that my future orders were cancled but nothing about how to file a return or refund. When I questioned more about it I received this response "A return request cannot be processed at this time. Im so sorry! ??Unopened bags of PrettyLitter may qualify for return within 14 days of confirmed delivery. Unfortunately, items from this order are no longer eligible in our system."This is not in accordance with their other policy (30 Day Risk Free First-time customers who order with us online are automatically eligible for our 30-Day Risk-Free Guarantee. If, for any reason, you are not completely satisfied with your PrettyLitter, contact us within 30 days of your original purchase date and well be happy to assist you with a refund. For assistance with refunds or to cancel your subscription, please contact us at [email protected] 30-Day Risk-Free Guarantee is available only for first-time CA customers of PrettyLitters non-clumping litter and is limited to one offer per household.)

  

  Business Response

  Date: 08/01/2023

  Hi ******. Thank you for sharing your experience with us! Were sorry to learn PrettyLitter was not the right fit for your kitties or household. As a first time online customer with us, you are absolutely covered by our 30-day 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 take care of you. We apologize for any confusion that *** have impacted your last experience with our support team. One of our senior members is stepping in to assist with any refund due back and to triple check any recurring deliveries have been canceled per your request. Please let us know if you have not confirmed receipt of these funds within 3-5 business days. Have a great day!

  Customer Answer

  Date: 08/03/2023

   
  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:07/24/2023

  Type:Billing 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 subscribed for delivery every month, however our financial circumstances have changed. I have asked 3 times in writing and once with a representative to stop auto delivery. Each time I was assured that my subscription had been cancelled. Once again, the company tried to debit my account but thankfully my other major bills had been paid and the payment wouldnt go thru for the litter. Had they debited a day earlier, I would have an overdraft on my account. How do I stop this once and for all? The product is good, but because of this issue I will never buy it again.

  

  Business Response

  Date: 07/24/2023

  Dear ******. Thank you for contacting PrettyLitter. We're happy to hear our health-monitoring litter left a positive impact on your home and kitties. We are bummed to hear your experience with our support team did not meet the same expectation. Our records show that both account emails you originally provided to us did not exist in our system, unfortunately. We hope there are no extenuating circumstances preventing us from reaching you directly in order to confirm this information. We've elevated your request to our senior support team and were able to match your existing service by the delivery address shared here in your correspondence. As a result, your subscription has now been cancelled which means you are no longer scheduled to receive recurring deliveries or billing moving forward. You're all set. Thank you for giving PrettyLitter a try.