ComplaintsforEls Pet
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Complaint Details
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Initial Complaint
06/10/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
The company is refusing to return my product. They keep giving me the run around. It's been over a week and they tell me I need to keep waiting for someone to get back to me which they never do. I think this company is a scam.Initial Complaint
05/23/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I purchased the elspet automated litter box on 05/06/2024 and received the unit on 05/14/2024. I paid $359 after reading posted reviews, receiving a $200 sale price as part of Mothers Day promotion, and confirming on the website a 90-day in home trial and a 1-year warranty. The merchant has honored neither so far, and after doing additional digging I am finding "suppressed" reviews on Reddit and other social media describing experiences very similar to my own: Within the first 48 hours of operating, the "rake" arm "torqued" and became stuck in the upright position. I was able to release the rake and reset the unit once. The second time the arm stayed in the upright position and would not reset. Meanwhile, urine began leaking from the bottom of the unit onto the tile floor. I contacted the merchant by phone and they assured me a customer service rep would contact me via email with return instructions. The customer service rep never contacted me so I initiated emails. Via email, "****" communicated that the merchant would not provide shipping costs and they offered $30 to keep the unit, which is unacceptable. A full refund has been denied. I have filed a dispute through my bank so I hope to resolve the financial situation in that way. I do want to register this complaint so that BBB is aware and other consumers can be better informed. Website: ***************************************************************************************************************************************************************************************************************************************************************************************************************************************************** Order #: SPF20197Initial Complaint
05/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
My cat fountain stopped working after 1 month. I contacted customer support and after jumping through all their hoops of videos and photos they offered me $20. The site says 1 year warranty. After I said I wanted a new pump or a full refund of almost $50 they stopped responding to me.Initial Complaint
05/13/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
i ordered an els pet litter box recieved it on 4-25-2024 i paid ****** order# SPF19112.i set it up and connected to app according to instructions after i decided to do a trial run in the cleaning mode the door closed and wont reopen it keeps saying in stand by mode.i contacted customer service several times they had me try resetting the machine still wont open she told me to email a video of what the machines doing and what im doing to reset which i did.No response in 2 weeks so i decided to return i emailed them to return it according to their return policy still no response.they say 90 day free in home trial money back gurantee but i feel im being scammed and theyre just waiting for the 90 days to expire.*** kept my emails to them and i would just like to return it for my money back.Initial Complaint
05/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Purchased an automated litter box in late November 2023 for $399. Not 6 months later it began malfunctioning. So much so it is no longer safe to use at all. It has trapped my cat twice! The company refuses to give me a refund, only offering me $40. The web is full of other people with similar stories to mine. They are knowingly selling a defective product and refusing to give refunds and want ridiculous shipping fees for a replacement. And I don't want another death trap for my cat! I have asked them and demanded a refund multiple times but they won't even explain how to show them proof of what I'm saying with a video! These Chinese companies do whatever they want with no consequences and it's not right! I have a video but it's too large to submit to youInitial Complaint
05/09/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased a little robot from Elspet on 31MAR2024. I paid $349.99 for it. By 09APR2024, I had emailed their customer support to let them know we received a robot that was defective. The rake that is used to clean the litter could not complete a clean cycle. I emailed their customer service representatives on *********, *********, and ********* before they finally responded on 12APR2024. They asked for a video of the malfunction, which I then provided. They responded with a list of several troubleshooting options, one of which included making sure the litter was BELOW the *** fill line. I provided another video showing that the litter was well below the *** fill line, and it still isn't working. They responded this week saying "The problem is an excessive amount of litter. The amount of litter should not be lower or higher than the scale line". We sent photos and videos showing that the litter was well below the line. I responded to let them know their "troubleshooting" was contradictory, and I have still not received a response. I just want my money back. I have asked for my money refunded back several times. They have a 90-day money-back guarantee on their website, however they have not honored it.Initial Complaint
04/15/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased the litter box from ElsPet on March 6, 2024 for $330 and received in a timely manner however it I could not get to work. I had several e-mail exchanges with ElsPet and they asked me to send videos which I did and finally got it to work but my cat was not having it so instead of keeping it I inquired about returing it with the $50 water fountain I also purchased that she was petrified of. When I inquired about returning it, this is the e-mail I received with the cost associated with returning it, They basically make is so expensive to return it that you might as well keep the item and eat the $400. Not cool.1.A 5% labor commission and service charge based on the order total value.2. Please make sure your ELS PET Litter Boxes is clean and carefully packed to avoid any damage during shipment. Packing with the original materials is your best and most eco-friendly option. If you return ELS PET with used condition, we will charge a cleaning fee $80 per machine and restocking fee $60 per machine. In total we will deduct $140 per machine from the original price.3.We provide an address, and the buyer will pay for the return shipping fee. When refunding, we will deduct $50 from the one-way shipping fee.4.In addition, please keep the litter bags you bought in an unused state. If we do not receive the litter bags or find that they have been used, you will not be able to get the money for the litter bags.If you still want to proceed with the return.Please Send an Email to ******************************* titled with Return + Your Order Number. Please specify the reason of your return. And send all complete packages to this address:contact :CBEC1748-JC Address:******************************************************************************************************************************************** TEL:*************Initial Complaint
04/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Product Issue - Faulty Product Under Warranty Not Replaced. I purchased a Elspet Spaceship Self Cleaning Litter Box Robot from Elspet on January 10, 2024, which is currently under warranty. Shortly after purchase, I encountered a significant defect with the device's mechanical components - specifically, the rotors operating at different speeds, resulting in undue pressure and failure of the joints. This mechanical flaw led to the device's malfunction, rendering it inoperable. Despite several attempts to resolve the issue through customer service, including detailed email communications highlighting the defect and its recurrence, my concerns have been consistently ignored or inadequately addressed. Initially, I was sent a replacement part, which failed to resolve the core issue due to the same defect reoccurring within two weeks of installation. My repeated requests for a complete unit replacement, considering the persistent and systemic nature of the defect, have been disregarded. I have made it clear that replacing individual components is futile when the problem lies with the device's fundamental operation. However, my emails have either been met with unrelated responses or have been ignored entirely. The lack of acknowledgment and responsibility from Elspet towards a clear manufacturing defect, and their failure to honor the warranty terms by refusing to replace a faulty product, compels me to file this complaint. The device is still under warranty, and the company's refusal to provide a satisfactory solution is unacceptable. Supporting documentation has been provided. I seek the BBB's assistance in resolving this matter by: Acknowledging the manufacturing defect of the Elspet Spaceship Self Cleaning Litter Box Robot and replacing the faulty device with a new, defect-free unit immediately.Initial Complaint
04/12/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I should have been charged $139.99 due to a discount email I received for the unit to be this price. Ive emailed them 2 times about it with no response!Initial Complaint
04/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
they don't honor the 1 year warranty of the litter box....litter box only lasted a year. i'm asking for a replacement.
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Customer Complaints Summary
42 total complaints in the last 3 years.
42 complaints closed in the last 12 months.