PrettyLitter
Reviews and Complaints

Emailed awhile ago to cancel because when I clicked cancel the only option it gave me was to send an email, I have since found out that you cancel on the website by yourself. When I originally emailed I was low on money and just didn't have the funds to keep this auto pay going. When I originally signed up I didn't even know it was an autopay since I selected the two month option, I thought I was only getting a 2 month supply to try it out. They said they could pause it and wouldn't cancel until they heard back from me even though my email said I wanted to cancel. I said this was fine because I didn't know if I would have the money or not in the future for my next order. Before I skipped an order I would always get an email letting me know in advance that my order was preparing to ship, but the other day I checked my bank and I had been billed for a new shipment of it and I sent in an email requesting a refund and a cancellation before it was shipped, but it was shipped anyway and then when they finally emailed me back they said that I agreed to skip an order and not canceling so they won't issue me a refund. All I replied with is "that's fine I guess" at the time I was more concerned with my cat's health because he broke his leg, and am kicking my self for not sending a second email saying "no I said I want to cancel not skip orders so please cancel me". I couldn't even pay rent in full and now I lose 50 dollars on litter because they didn't let me know I could cancel without sending an email and instead suggested skipping orders. Save yourself the money and the trouble and just buy litter at the store, If you are concerned about your feline's health you're better off just scheduling a checkup with your vet, at least the vet doesn't charge you without letting you know.

Product is all well and good, caught my senior cats UTI early so the vet can take care of it quickly and it is nice to keep a better watch on possible health issues. This is the litter that I have used where I've had the fewest accidents and all the cats have taken to it the quickest and is a good reminder to clean the litterboxes completely once a month to prevent illness. The reason why I gave 3 stars is the customer service (yes, it was that bad to me). When I did not receive my package and notice the information for the delivery stated 'Front Desk' and was signed were red flags (have no front desk and never had to sign with how long I've used them). I emailed after a day or two when the package never showed to customer service that I did not get it. This lasted about a week, being told that the shipping address is correct and the package was delivered. Finally, I called the carrier who was supposed to deliver the package and they even stated it was delivered to the wrong address and apologized for the mishap and told me they will get a driver to get the package tomorrow. I asked them to let the shipper (Pretty Litter) know about this since they were so sure it was delivered to the correct address. I feel like this could of been solved sooner by customer by doing what I just did and call the carrier to confirm, instead of just looking at the shipping information on the website. After having the proof, carrier contacting, I got a refund being told 'I am really sorry for the inconvenience. I totally understand where you are coming from.' (clearly copy and paste but eh) Waiting for the refund to happen since it takes a few days and waiting for the litter. Keep an eye on who they use to ship it and call them, the carriers (UPS, FedEx, etc.) seem to be more on top of shipping then Pretty Litter.

I have one cat and I thought it would be nice to have peace of mind about his health through his litter, as well as only worry about buying one bag a month. The color-changing aspect did provide comfort, but the litter had the worst odor control of any litter I've ever used (clay or crystal). I followed all the instructions to remove debris daily and mix it well; but by the third week it's horrible. They sent me a feedback survey via email, which I filled out and mentioned the odor issue. A customer service rep reached out and told me this was probably because I had multiple cats, wasn't following directions, and would need at least two bags to achieve optimal odor control. I told them I wasn't willing to purchase two bags a month ($50 including shipping) for one cat, especially when I've followed all their instructions to get full use of one bag (litter box size, depth of litter, mixing). The customer service rep then replied that she canceled my subscription. I had no intention of cancelling, they had reached out to me regarding the odor comment and all I said was that I wasn't willing to double my monthly order to fix it. I'm now relieved they did so because I'm at the end of another month and the smell is awful, plus it seems sketchy that they tried to get me to double my order when all of their social media ads and online platforms claim one bag is all you need for one cat. After this, I'm very ready to move back to cheaper litters that provide way more odor control and aren't subscriptions. The only two things this litter offers is the aesthetic appeal of its weight/appearance, and the color changing aspect. I would recommend buying one bag to use as needed when you're worried about your cat's health and want to check his urine, but definitely not as a full time monthly subscription product.

I would leave ZERO stars if I could. This company makes purchase easy but contact impossible. I auto ship ordered my litter on 8/10, it's now 8/31 and I still have not received it, nor heard anything from them about it being shipped. They charged my credit card, but failed to send me my cat litter! They confirmed my order so I cant cancel my order, but never shipped my order or given me any way to contact them so I cant get a refund on my order. I have emailed Pretty Litter 4-5 times inquiring as to where my order was and that I want a refund, and have received ZERO response. Their contact number gives you 2 options: 1 to live chat and 2 to speak with an agent. If you press option 2, (which both my husband and I have tried numerous times) you are put on hold, claiming there's a 2 minute wait, when you finally give up waiting on hold after 13-20 minutes! If you choose live chat they send you a link. Once you're in the line to chat, which is about 50-75 people long, you'll get disconnected from the chat around place marker 10. It will reconnect and you'll be back to the end of the line. You cannot contact Pretty Litter. The second you place an order with them there's no line of customer service and they will continue charging your account every month regardless if you have received an order or not. I don't know how to get my money back for items I never received other than reporting them on Complaintsboard.com and claiming fraud on my account. Pretty Litter is fraudulent and unethical. Their only concern is taking your money. If they are unable to send your product, they should never be charging you in the first place, and should contact you to let you know they can not fulfill the order . The only way to buy their product is by auto ship which locks you in and then they make it impossible to contact them and get any refund! I am a LOT of money down because of them! NOT A HAPPY CUSTOMER!

The monthly litter subscription started off great. I was having 1 bag shipped to my address every 3 weeks (shipping was typically slow, received 1 bag about every 4 weeks or so) for the past year.

I was charged my usual subscription amount on 11/24. I waited a few days before finally reaching out to them on 12/02 to ask why I haven't received confirmation that my order had shipped. I received this email response from "Kat," -

"It's taking us a bit longer than we had hoped to get your PrettyLitter out the door and on the way. We're either a little backed up, or one of our cats is napping on the conveyer belt. Either way, we do apologize. The good news is your order is confirmed and should be next in line for processing. I'll poke our warehouse team, just in case, to make sure this gets moving quickly."

I thanked this individual and assumed I would be taken care of. However, I was again charged my usual subscription amount on 12/15, without receiving word on my order from 11/24. I reached out on 12/16 to ask why I wasn't receiving my orders, or at least a confirmation that they have been shipped. "Kat" again responded and said,

"According to your tracking information, your order is set to ship out within the next day or so. You will receive a shipping confirmation once your order ships along with a tracking number so you can follow your delivery."

Once again, no explanation as to why I'm not receiving my orders or confirmations. I gave them an additional week or so with the Holidays, just to be courteous. However, after not receiving any form of confirmation that my orders were to be shipped, I decided to reach out to them. It is now 12/28 and I have not received word from this company where my previous 2 orders are or why they were not shipped. I have cancelled my subscription and asked that I receive a refund for orders I was charged for on 11/24 and 12/15 as I have not received what I paid for.

Overall I do NOT recommend this product.
Great concept. The litter is quite fine, looks fancy (when new), and I didn't notice any litter around the house. I also like the fact that it is delivered to my door, but these days you can order scheduled delivery to your door from basically any store.

The company claims that:
the litter components monitors the pH. Well, it probably works, but the urine goes straight to the bottom of the litter box and even if you clean the litter box three times a day (we do it at least twice a day) it still creates a mushy blue-green mess that sticks to the bottom of the box and is so disgusting.
the technology of vaporization of water helps to significantly reduce the odor. Well, it's NOT! It stinks like ***! And actually BECAUSE of this mixing feature it stinks more than a cheap clay litter because you are leaving all the urine in the box instead of cleaning it out.
it last for 30 days. Well, it does NOT! It lasts at most 2 weeks! One litter box for one cat! We tried different litter boxes to make it "at least 3" deep" and all that bla-bla-bla.. This product is a garbage so nothing can change this fact. I ended up buying extra crystal litter bags in local pet store, so the concept of "The peace of mind and saving" is actually quite the opposite. It is not on the higher price end it is ridiculously expensive especially for this level of quality.

Also, the website is not user friendly! To cancel your order you have to send them an email, you cannot do that on your own. I wanted to adjust my subscription, but couldn't do that.

I switched to the normal products that:
1. are available in my local stores at any time,
2. if not satisfied I can return it and try a different product
3. don't stink like a neglected pet shelter
4. and are 4 TIMES cheaper that Pretty Litter product.

There is no customer service here. They do a frequent follow up only if you decide to "leave".
Quite disappointed, I really wanted to like it.

Pretty Litter is a great product but it is important to know that the product fulfillment in this company needs work. They must have their FedEx account setup on the slowest possible timeline. Looking at FedEx tracking of the shipments, it takes at least a full day from the day the tracking is created until FedEx receives the package and then it takes 12 to 15 days of the package being in transit with FedEx before it is delivered. The package will be at least a day later than the estimated delivery as well. The day your credit card is charged will be up to 10 days prior to this 2 week shipping time too. So, if you can be patient and wait through about 3 weeks, it seems to be a good product. It is very frustrating to know that I can order anything else from anywhere in the country with free shipping and it will arrive within a couple days but that Pretty Litter is not willing to do this. My first order was made in the beginning of July, shipped Jul 9th and received on Jul 26th, my second order was made July 30th and third a few days later because I was worried about the timeline. The second order never shipped even though the third one did so I asked for a refund on the unshipped product) (refund was paid quickly). The order from the beginning of August was shipped August 9th with an estimated arrival date of August 22nd and FedEx says it should be delivered today (August 23rd). This shipment spent 7 days in California, 2 days in Oregon, and has been in Washington state for 5 days. I live in Washington state. For the high cost of the product, it would make sense for them to change their FedEx account so that their product will be delivered in a timely manner. You cannot advertise on multiple popular podcasts and expect to be able to keep up with demand unless you have a proper fulfillment department and fast FedEx shipping. I've ordered from 2 other pet stores since I started my account with Pretty Litter and both of them came within 2 days of ordering.

Buyers Beware: False Guarantee I purchased their cat litter because it claimed on their website that their cat litter was they call it "The world's smartest cat litter" and SAY GOODBYE TO THAT "LITTER BOX" SMELL PrettyLitter traps odor instantly and then eliminates moisture, so you'll never smell your cat's dirty business again. It also makes a claim That " Unlike ordinary litter, PrettyLitter keeps tabs on your cat's health by changing color."I found that false because the only color it changed is yellow from the cat's urine. It still smells and worse than your best store brand litter that clumps and can be removed. This litter does not clump so the cats are walking in a white crystal like substance soaked in their own urine everytime they use their box. They do offer a 30 day risk-free offer but when I when I went about it wrong and cancelled my account online first, so I wouldn't get charged again, and then emailed customer service they said they were sorry but the only thing they could do was issue a $16 as a courtesy so in other words because I made an error in how I went about trying to get my money back I forfeited the risk-free offer and wasn't offered a full refund. I felt that wasn't fair and that June from the Pretty Litter support team could have made an exception. A less than half refund wasn't a sufficient resolution in my opinion and would have rather had the label they claim they will send you in which you can return the product sent to me so I could do just that. The company doesn't seem to go above and beyond to please those customers who aren't happy with their products. I'm writing this just to give others a warning that I wasn't given. If you look on their website they make a claim there is 6,000 5 star reviews but list just a few and although it shows they have an A+ rating with the Complaintsboard.com there is no mention of Trustpilot anywhere which shows they're only giving you what they want you to see. In closure I would simply say not to believe everything you read

My kitten is very particular about his litter. When I tried to change to a new one he freaked out and starting flinging the litter out of the box, he ran throughout the apartment crying frantically when he saw me take the old litter out to throw out. He refused to use the litter box. I had to go down to the basement, fish the old litter out of the garbage and put it back in the litter box. This morning I got a charge for a second bag. I thought it was a one time purchase to try, that was my misunderstanding. I tried immediately to reach out to their customer service lines. The text option should have been open according to the times on their websites, but despite multiple tries I could not get a text to go through. I tried the phone number listed on their wesbite and got a message saying that due to Covid-19 their call center is closed and to use the text service or live chat. When I went to the website I could not figure out how to start live chat. I saw the option but there was no hyper-link on the "Contact Us" page. It wasn't until I clicked on "Cancel Subscription" that I was given the option for call a -different- phone number (So there ARE people available to talk to?) or to live chat. I chose to call. I was on hold for 15 minutes before an automated message told me there was no one to talk to and hung up on me. I then clicked on the live chat option and asked to cancel my subscription and asked if they could cancel the shipment. I was given an offer to stay but asked them to cancel the subscription. This was easy, but they told me they could not help with the current order, because it was already being prepped to ship. I didn't receive a charge until this morning and despite every attempt to reach them it took forever to get through. I received no communication that a new order was being placed and had no opportunity to cancel it until it was too late. Again I understand now this was a subscription, but didn't realize beforehand. My biggest complaint is how hard it is to reach anyone, especially since you can't cancel by just clicking "Cancel." It forces you to talk to someone. Also that all of the options to reach them on their website don't work unless you're trying to cancel. Lousy customer service.

Following is a transcript of a conversation with customer service. Very bad Customer Service. You or Pretty Litter may contact me at hmonnier1938 atsign gmail dot com...
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Chat started
Ken joined the chat
Ken
Hi! Thank you for reaching out! My name is Ken, I'm happy to help!
Let me check this for you

I have called in 3 times abot a nov 17TH shipment, each time i've called , you promised an immediate hipment
I have still receive anything. Customer service is terrible.

Ken
Let me check
Looking into your order, it seems like we still need to reach out to our warehouse for the infromation of your package. We will get back to you through email once we received their response.

I want you to cancel all my orders right away
I want to cancel my membership
I want no further shipment or charges from you.

Ken
How about we pause your account instead depending on how long you would like to pause it for you to have time to wait for this pakcage without getting billed for another order.
I'd be happy to give you 15% discount on your next order

NO, i want to cancel immediatly

Ken
I have already cancelled your account. You will no longer be billed and no orders will process on your account moving forward.

If you have billed for anythig past the november shipment that did not arrive, i will be filing a report with my credic card.

Ken
No worries, we have already sent an email to our warehouse regarding your package. We will get back to you through email within the day for further updates.

Anything else?

No, but ill say it is a good product, and its a shame you could not deliver after 3 promises... Not a good business plan.

Ken
I'm very sorry if you feel this way. Our warehouses are experiencing a shortage of on-site carrier pickups which continues to impact other fulfillment and shipping partners globally. So while your order does show tracking has been assigned, your package has not yet been scanned in as received by FedEx for shipping.

Poor excuse

Ken
For future reference, our support hours can be found here https://prettylittercats.com/pages/contact-us
A follow-up email will be sent after this. If you can leave us feedback about your experience today, that would be great. Thanks for your time!
Ken left the chat

Pretty litter actually worked well for our cat. It cut down on the amount of garbage can trips, was actually cleaner than the clay litter and helped us monitor our cat's health. The problem I had with this company, as many others on here have stated, they are hard to reach, hard to cancel. My cat was dying and I had to schedule an in house euthanization. I spent a copious amount of time cancelling our order and the very next day I received an email telling me that our order shipped. Unlike Chewy.com, they do not give you a courtesy email to let you know your order is getting ready to be shipped and as far as I'm concerned I cancelled the day before so they had no business sticking it to me one last time, whether a mistake or intentional. I filed a dispute with my credit card company and the told me they would refund, the refund is guaranteed but I have to drop my complaint with the credit card company. I was busy making arrangements for my cat. I did not need this. I listened to them and it has been 9 days since I dropped the complaint and they still have not issued a refund. In fact, the agent I was emailing now no longer responds to me. I will be reviving my complain, forwarding the email representations made to me and will not drop the complaint this time. This is ridiculous. The one star I give is based on how they conduct business alone. The product itself I actually liked and would order again if I adopt another cat. If Chewy can send a courtesy email and initiate cancellations right away then Pretty Litter should be able to do it as well or be prepared to give a refund and shipping label to send the product back. By the way, this is a public forum and I intend to give away the Pretty Litter that has been sitting at my front door for weeks. I reached out and tried to work with them at every step. They did not capitulate and this review constitutes notice that in one week's time I will be giving away your litter unless you claim it or make arrangements. I have been sitting on the phone waiting for an agent and can't even get a live person to work with. Email doesn't work. I have no recourse other than to reinstate my complaint with my credit card company and get rid of your litter. Wake up. This is not how you conduct a proper business. Go get a Chewy account and see how it's done right so your customer base doesn't lament your customer service and forgo a product they like just because they don't want to deal with your lack of support.

PrettyLitter is basically a scam. We signed up to receive the subscription about a year and a half ago and began receiving a 6 pound bag of litter once a month. The litter itself tracks absolutely everywhere and you can hear the crunchy noise in the house with hardwood or tile floors when you step on it. My cat also scattered it all over the bathroom every time she went to do her business. Our vet told us that they would never use that litter to diagnose any health problem and seemed completely skeptical about the whole concept as well. But the worst part is that somewhere after the first 6 months of regularly getting the litter, I started to notice that it would get saturated a lot quicker than before.. Just as I was about to request the litter to be delivered more frequently, my dad offered to order it monthly for us as well so we would get two bags instead of one. When my dad's first order arrived at our house, I immediately realized what the problem was - my dad received a 6 pound bag, while my order was a 4 pound bag. So sometime during the first few months of my subscription, they started sending me a much smaller bag without any notice.. probably to compel me to start ordering more than once a month. I have pictures of everything to prove it. My dad immediately called to confront the company about it and we cancelled both of our subscriptions. We found another litter we absolutely love and were ready to forget about this company.. Until 5 months later, in January this year, when I randomly received another PrettyLitter box. I thought this must be some sort of mistake, but I didn't see a charge on my card, so I forgot about it. A month later I received another box and this time I asked my dad to check his card and he noticed they started randomly charging him again. When he called to inquire about the situation and ask for refund, he was told that we "cancelled" for a few months, and supposedly agreed to restart during the next year during our cancellation phone call.. What? What kind of company would ever do that? There is absolutely no record of us ever agreeing to restart the PrettyLitter subscription and that should never ever be allowed to be done without the consent of the consumer. They refused to refund my dad the money (a little over $50), but did cancel our subscription (which we obviously never restarted). When I emailed their customer service detailing all of this, I, of course, never received a reply. Please do yourself a favor and never sign up for PrettyLitter. It's an absolute scam and some of the worst litter we've ever had.

Worst customer service experience, worst shipping experience. Ordered 1 bag at the end of June; had to search the site for shipping times, and it said 3-5 business days. Waited a few extra days to give it time to come and never got it. Reached out to live chat after 7 business days (which takes forever to wait for and if you don't respond fairly immediately they end the session) and they informed that my litter still hadn't been processed through the warehouse. I was incredibly frustrated by this, but was assured by the customer service rep that they would put it out for expedited shipping, since I really wanted to give the product a try I figured I would give it a shot. Received the order confirmation email (they gave me a small discount and put the order in again) which informed me that I would receive another email when my bag shipped out. Another 5 business days goes by with no email, and I am now desperate for cat litter as I'm all out. I look up Pretty Litter again, and this time discover that a nearby Target sells it (I was never informed by them that their product was sold in a store, this could likely have avoided the entire issue) So I purchase a bag there for around $30 for a 2 month supply bag. So now I have to wait for the work week to contact pretty litter as they do not offer customer service outside of M-F 7-5, which is extremely inconvenient for everyone else who works regular hours and is trying to deal with their ish at the same time. Finally get in contact with them on Tuesday, 7 business days after the second attempt at shipment (still no email from them telling me it has shipped) to cancel my order and my subscription, and I am informed by the chat person that my litter has shipped. Needless to say I'm pretty livid at this point but the rep says that there is nothing that can be done at this point. I proceed to tell them how terrible this experience has been for me and how I have already purchased Pretty Litter at Target, it is only then (about 10 minutes into our conversation) that the rep offers to send a return shipping label to me. I rhetorically ask why I have to pull teeth from their employees to get the information I need. This has been ridiculous, I doubt I will even get an email with a return shipping label, I have 0 faith in this company. It is very clear that they're only concerned with their bottom line and not at all with their customers' experience. Would NEVER recommend, although, PS the litter seems to be ok so far, have only been using it for 3 days now, but so far it's fine, but there are other silica litters out there that are far cheaper so I will be switching!

I have been with Pretty Litter for about a year. 6 months ago, they suggested I do 3 months at a time to help with shipping... First 3 bags came and went, this last time, I knew I would probably be running short, so I added 3 bags plus another additional before my initial renewal was due (9/1). I edited my subscription, and paid for it on 8/16. On 8/31, I contacted customer support and the guy "Redge" that emailed me back said they would expedite my order. Here we are 9/8, still no litter. I simultaneously called Pretty Litter's Customer Service Line and got on their online chat today, The Line rang for 15:29 before an automated recording picked up and told me that no customer service representatives were available and then HUNG UP ON ME. Meanwhile, I'm in the online chat, Here's our transcript:
08 Sep 2021, 07:32 PM (GMT+0)
(07:32:54) *** joined the chat ***
(07:32:54) ***: I placed an order on 8/16 Order #XXXXXXX for 4 bags of litter. I was charged and still have not received any of the shipment. I have contacted support previously, and still nothing. I NEED LITTER OR A REFUND
(07:34:44) *** Sara joined the chat ***
(07:34:49) Sara: Hi! Thank you for reaching PrettyLitter! My name is Sara and I'm happy to assist you. May I have the email address and shipping address on file?
(07:35:13) *** (redacted)
(07:36:09) ***: Sara, I reached out to support a week ago and I still have not received my initial order from 16 August
(07:38:02) Sara: Your order is already processed, and we are still waiting for the tracking number to be updated. You should be receiving a tracking number soon once the shipping courier updates the label of your package. Due to an increase in demand, we are currently experiencing outbound shipping delays in some of our warehouses. We apologize for any inconvenience this may have caused and we want to get your order to you as quickly as possible. Please don't worry, we have reached out to one of our other warehouses to be packed and shipped out to you.
(07:40:07) ***: If I do not receive my shipment in the next 3 to 5 business days, I WANT A FULL REFUND and will cancel my account. Who do I contact for this to happen?
(07:41:55) ***: This should have happened a week ago when I brought this to Pretty Litter's Support team.
(07:42:04) Sara: I truly appreciate your time. I am sorry for the inconvenience. I want to assure you that we and our fulfillment center try our best to process and ship out orders as soon as we can. Shipping time is something that we can't control especially during these times. Package transit times in some areas of the country may be longer than usual based on FedEx & USPS delivery schedules. I'd be happy to apply a 15% discount on your next order so you can try out how convenient our subscription can be. Let me know your thoughts.
(07:43:29) ***: I ALREADY HAVE A SUBSCRIPTION that would be convenient if you held up to your promises as a company. BUT NOW ITS DOUBLY INCONVENIENT because this is the SECOND TIME I've had to ask WHERE MY ORDER IS?
(07:43:58) ***: REFUND ME NOW AND CANCEL MY SUBSCRIPTION.
(07:45:36) Sara: one moment please
(07:48:49) ***: Sara, get your boss on the phone or have someone call me. I AM UPSET. THIS SHOULD NOT BE TAKING THIS LONG. STOP WASTING MY TIME AND MONEY.
(07:55:26) Sara: I will have this escalated
(07:58:10) *** Sara left the chat ***

I posted this on the company's facebook page as well. DO NOT WASTE YOUR TIME OR MONEY.

tldr; If you're trying to get people to sign up for a subscription service, you need to prepare for them to get into a 'just-in-time' mindset and you need to proactively deal with ANY TIME you're not going to be able to ship to them on-time. As long as you don't mind playing Russian Roulette with litter delivery then these guys are pretty good. But running out of cat litter isn't for the faint of heart!

So the litter is pretty much everything they say it is. We used for for three shipments. Our cats had no issues using it. It did have some tracking as it's pretty light and seemed to stick to their feet and legs and just drop off as they walked around. However, I'd say the tracking isn't any worse than clay based littler and is actually better than most. However, I think all litters track some.

The real issue started, as did many other people's issues for shipment number 4. It was supposed to ship on 7/19. I was actually about to run out of litter 7/10 (the litter, as most other litters needs to be totally replaced about once a month). So I pulled the trigger for the next shipment. However, I didn't get any response. About as week later, I reached out via their chat capability and got the line "we are having staffing issues and they would move my order to another facility and give me two day shipping". Ok, so far so good.

A week goes by and there's no litter. Now the litter pans are starting to get really dusty, the litter does start to break down after repeated scratching. My cats like to dig at least half-way to China to cover up there stuff. And, the longer you go between replacement, the more ammonia smell you start to get. The urine doesn't clump together as good as other litters so regardless of how diligent you are about cleaning the litter box, at some point you're gonna get a bad smell. So anyway, a week later I reach out to customer support, again via chat and get the same exact story. We're sorry, we're having staffing issues at one of facilities but have moved your order and will offer two day shipping. Okay...starting to sense something but I'm stilling feeling pretty good.

So another week goes by, still no litter and now I'm watching the order status on the website and nothing's happening. So I reach out a third time to customer service. Now I'm getting frustrated and I let the customer rep know. I get the same story and promise (2-day shipping). Well, I'm not taking that so I demand to know when it'll ship. I'm assured that I will have it by the weekend. Okay, so I might not be the sharpest pencil in the cup but now I'm really getting worried. My cats are well overdue for more litter, the smell from the bathroom right next to my office is getting pretty 'heady' and still no litter. On Monday, after the weekend comes and goes I decided to stop my subscription.

Today, fully a month after the original shipment date and at least five weeks after I had asked for the extra shipment I get an alert from my credit card about this charge from Pretty Litter. Whaaaaattt? So, I'll shorten the story at this point. Canceling the subscription, didn't cancel the order, even though the order hadn't shipped and wouldn't ship for at least two more weeks. Fortunately, after 'venting' my frustration I've received a promise of a refund after I return the shipment that I thought was canceled.

So here's the morale of the story. If you're try to get people sign up for a subscription service, you need to prepare for them to get into a 'just-in-time' mindset on litter and you need to proactively deal with your "staffing issues" or more likely supply chain issues and make sure that's rock solid. if the company had EVER proactively reached out about the issues I might have continued being a satisfied customer but basically I got the stonewalling and 'marketing answer' instead of the freaking cat littler I wanted!

I am a 1st time buyer , I seen your advertisement and it offered free cat box and scooper with 1st order , said no promo needed , I just received my order today and didn’t receive my car box or scooper promised, when I called customer service they said I didn’t have a promo for the free cat box and cat scooper instead she said I had a promo for a free cat toy , and said will give free box n scooper on my next order, I told her I don’t even know if I’m ordering again don’t know if I like it , she kept saying the same thing so I was upset cause it was false advertising and told her I just wanted my money back where do I send the litter back , she said keep it and canceled my subscription and returned my money. I’m very disappointed I went online and read some of the reviews and come to find out that a lot of people didn’t get the box and scooper they were promised , it’s wrong to promise something to get customers. It’s false advertising

I purchased online 2 bags of Pretty Litter on 12/31 order #*** and accidentally used my old address I no longer reside at and immediately realized my mistake after placing order. I also realized they changed their product from a beaded silica to a crystal silica litter which is too dusty my for me. I immediately tried texting and calling their customer service right after placing order 12/31, but after 5 mins or so would automatically get hung up on. So I contacted their chat by text and they said they couldn't cancel my order, but could try changing and sending it to my current address and return the item free of charge for a refund. However on 1/3/22 the order was still shipped to my old address 4 hours away and no longer live at so unable to return. The won't refund me and I feel they are wrongfully capitalizing and making a profit off of my accidental mistake. Other online companies let you cancel and refund even with a subscription service as long as product hasn't shipped and if you never receive the product will refund you. Also many online stores allow you to cancel with a click of a button without ever having to contact customer service, which they don't offer. I am frustrated I am paying for a product I didn't actually want and will never receive. I feel this is wrong and corrupt for an online seller to do. I also included *** change of address confirmation email and my updated renters insurance as proof of my current new address. And also online receipt and text messages correspondence. I never received an email confirmation of purchased order, only when it shipped. I would like my full $31.87 immediately refunded please.

Up until September , I had no issues with the subscription I had with this company. In October, I discovered the subscription had been cancelled for some unknown reason so I placed an order on/about Nov 18th, order number ***. The order tracking number refers to a delivery service in the country of Australia. I contacted PRETTY LITTER at the end of NOV for an update and was told, via email (as the company has shut off access to phone calls due to "high volume of calls") the carrier is not picking up orders at their fulfillment center in a timely manner by***. *** could not give me a ETA for my Nov 18th order but said she was routing my order to another fulfillment center for an expedited delivery. A week later I chatted with (VAL, I believe her name was) and I got a similar story in between long waits for her to respond to my questions. She also said she was routing my order to another fulfillment center. Today is Dec 11th and I still don't have my product or an update from the company on what is taking so long OR an ETA when I can expect the order to be delivered. I want my product and I want someone in authority at this company to call me about the issue I am having. This is not a matter of money as it is a matter of a small life that PRETTY LITTER CLAIMS to be concerned about - my pet and the pets of others. I would think if they were so concerned, they would be sending out updates on the delivery of the product in an effort to keep consumers informed. I am thoroughly disgusted by this company's lack of professionalism, integrity and morals. I would think if they were actively working this issue, they would want to keep their customers advised.

My subscription was never cancelled. I lost a total of $330 for their negligence, and had to cancel my subscription 3 separate times, even now I don't trust they cancelled it, so I cancelled my credit card. Since July , they have been sending me unauthorized shipments every 3 months, and charging me without my authorization. I contacted them on 28/07 asking to cancel my subscription and shipment, then I received an email confirming a shipment on 15/10, and on the same day I contacted them to cancel my subscription again, which they confirmed on 18/10. Then I received an email for a shipment confirmation on 07/01/2022, and on 08/01/2022 I contacted them several times to cancel the shipment and the account subscription. On 10/01/2022 they responded saying that my account has already been cancelled, and told me to opt-in for SMS notifications (on shipments that I no longer wish to receive). They did not cancel the shipment, nor did they send me a return label as requested, and ever since the 10th they have stopped responding to my emails and calls. Later that week I cancelled my credit card so that they no longer make unauthorized charges on it. I tried to contact them again on the 12th, 13th, 17th, and 27th of January, and even created a new ticket for them to respond to, however I have not gotten a single response, refund, or label at all. Additionally, all their advertisements claim that their products are dust-free and easy to clean, however it is the dustiest and messiest litter that I have ever used. I have provided screenshots of my email history, confirming that I only ever get shipment confirmations and never confirmations. I have also provided pdfs of the email exchange.

I ordered Pretty Litter on June 11th. I received a tracking number on June 14th. I contacted support on June 17th. I received a response from Kat that is a generic response that makes ig clear they did not bother to read my email. From Kat at Pretty Litter: It looks like a shipping label has been created. If you order before 2 pm PST Monday- Friday, your order should ship out on the same day. If you placed your order over the weekend, it should ship out on Monday. Here is your tracking information so you can follow along: https://www.fedex.com/fedextrack/?trknbr=*** If your order seems to be staying put, please allow 24-48 hours for the shipping label to update. If two business days have passed and we still haven't confirmed take off, feel free to reach back out to us and we'll take care of it. My response: Did you even read my email? My initial email literally gave you all of the information below which makes your email not only useless but incredibly frustrating. So as per your instruction, I am "reaching out again" because - and please pay attention the timing - I ordered on Saturday June 11th (8 days ago). I received a tracking number on June 14th (5 days ago) and that is the last update. The order hasn't moved since 14 June - 5 days ago - when a label was created and it hasn't progressed since, so we're three full days - an additional 72 hours, past that "24-48 hour" deadline. So please either cancel and refund my order or send a new one. In addition, I cannot login in to my account and there is a banner at the top of the web peg that says to contact support if you have trouble logging in. I did and have not heard back. Support ticket numbers from Pretty Litter that have not been resolved: *** (Delivery issue - not resolved) *** (Login issue - received no response)

I ordered a 3-month supply of Pretty Litter on 01/27/22, I got a text confirmation #*** notification, and my credit card was charged $65.27 on 01/28/22. On Friday, 02/04/22, I received a text notification that my Pretty Litter order was on the move and received a link to track my shipment via FedEx. I clicked on the link approximately 2 times per week to keep a watch out for my shipment and it continues to say, Estimated delivery date: Pending. Label Created. From Fountain Inn, SC US to North Kingstown, RI US. I have reached out to Pretty Litter 3 times so far. On 03/13/22, I replied to the confirmation email and asked when to expect my order to ship. Yohan replied and said he could process a replacement order from another warehouse and credit me 15%, however I said no, I want to receive a refund in full in the amount of $65.27. He refunded my credit card, $9.80 on 03/15/22 and I believe he thought the issue was resolved. There was no mention of the replacement order. I gave a 1-star review to this transaction and then *** responded on 03/16/22. *** made the same offer to process a replacement order through a different warehouse. Every time I responded, *** replied, "We would love to further assist you. We would really appreciate it if you could reach back out to us so that we can be able to provide a resolution for your concern." I replied on 03/17/22 and again on 03/21/22 requested a full refund. Each time, I got the same response from *** pretending that I wasn't responding to his messages. On Friday, 03/25/22, I called Pretty Litter and spoke with *** to ensure all future shipments were cancelled and to request a full refund for my order that I placed on 01/27/22, they still owe me $55.47. He said they would email me a confirmation of our discussion and the refund and I haven't received an email nor the remaining refund.

I am constantly having issues with my litter not being shipped on time or sometimes not at all until I contact the company! I had to contact the company in February because my January order had not arrived by the time I was about to be billed for my February order. They told me over the chat that they were having warehouse issues because of an influx of orders and they had to set up as a new shipment to get my order shipped. I receive that order and then expect my February order to arrive around the same time since the January order was delayed, but it never arrives (the February order, only received January order in February)! March comes around and I'm billed on March 5th for my March order, still waiting on the February order! I contacted them via chat today (March 11, 2022), and AGAIN, just like in January my order was never shipped and they had to place a new shipment for my order for my February and March shipments! It makes no sense why they can remember to automatically take out my money from my bank account but I have to contact them to send me my products! They never offer anything to help in finding a solution, they don't offer a discount for all the time I'm left waiting and contacting them, they can't even make me a guarantee that they can ship my order on time without me having to contact them! I love their product but I do not work for them so I don't understand why or how it's became my responsibility to contact them every month to get my products sent to me! In addition I'm having to go out and buy litter at the store even though I've already paid for litter, this is very frustrating and becoming expensive! Please help me get my orders on time and treat your customers like they're actually appreciated! I shouldn't have to be buying subpar litter at the grocery store each month when I've already paid a subscription fee and should receive my litter on time, this is just really bad business!

I placed an order with PrettyLitter on 10/30. On 11/05, I received an email that my order had shipped and was given a tracking number. As of 12/15, the order has not been sent to FedEx so that the order can be shipped. I reached out on 11/12 and received an email back indicating that the orders typically are shipped next business day and to reach out again in 48 hours if there are no updates. I reached out again on 11/16 and received an email back indicating that they had reached out to the warehouse to expedite my order and that once shipped I should receive it in 5-7 days. On 11/21, seeing there was no change in the status of my order, I reached out again to try and cancel my order because they aren't shipping it even after taking my money but I received another email back stating they could not cancel my order or refund my money. When I asked when I should receive it, I was informed I should receive it in that week. On 12/01, I reached out again as it still had not been delivered and there was no change in the shipping status. I was informed their stock levels were healthy but there was a shortage of on-site carrier pickups but they reached out to the warehouse to get my order shipped. On 12/10, I reached out once again due to this issue as I still had not received my order stating that my order was already processed and they were waiting on an update to the tracking number and I should receive an update soon. Today 12/15, I tried to call and speak to someone. While waiting I received a message that their operators were busy and to try sending an email and the call was disconnected. A month and a half is beyond any time frame to get something out to someone who has already paid and they've taken money from. I am honestly beyond furious with this company and I've already cancelled my subscription as I would have been charged yet again for something I'm obviously not going to receive.

On June 13th I was notified that Order #*** was being sent to me of PrettyLitter. I was not aware that I was on a subscription of any kind and if I was, I would have at least expected that I would have been advised in advance of the pending order. Otherwise, PrettyLitter was active sending me email communications about different offers and product information on a weekly basis. Why would they not consider a reminder email at the very least. That being said, the product shipped out and to an old address, as we had moved and it had been 3 months. I reached out to ***, by phone, of customer support, on the same day that I got the email notification, but they stated there was nothing they could do and that I could simply return the product. I then reached out by email on June 19th to get the product returned and gain a refund. From that point forward the company simply rejected any means to gain a refund whatsoever. PrettyLitter has a return policy that states "Unopened bags of PrettyLitter may be eligible for return within 14 days of confirmed delivery for refund consideration.", which can be found at https://www.prettylitter.com/pretty-litter-refund-policy. Interestingly, per ***, at Customer service, he seems to state many confusing details, which are included in an attachment email string. He states "As I've checked your order status, it shows that it is already delivered on June 17 and we can longer cancel or refund it." He then refers to the "30-day risk-free offer", which he states that "is only applicable within 30 days after you sign up" , but I specifically asked about getting a refund/return for the order. The thing is that the refund policy has separate applicable scenarios. The "30 Day Risk Free" guarantee has 30 days, but the Return scenario has a 14 day timeframe. PrettyLitter is simply trying to be tricky, which is odd, as *** stated in part that "Transparency is super important to us".

Placed an order on 07/18 for 9 bags of litter every 12 weeks. I did not receive a tracking number or order status until I reached out to the company via their Twitter account. When my order arrived, I only received 3 bags of litter... 6 bags short. I paid close to $200 and was missing $120 worth of product in my first order. After reading similar complaints from other twitter users, I decided I would request the six bags of missing litter sent immediately or be refunded, and then cancel the subscription. Except when I went to "login," I was told I didn't have an account. I used the same email that my order receipt was sent to, so I was clearly in their system correctly. On top of that, their Contact Us page advertised a chat feature M-F 7:00AM-5:00PM PST, but when I looked at their site on Wednesday at 12:30PM PST, there was no link to the supposed chat service. I asked the representative via twitter dm if chat actually existed and did not receive a direct response to that question. I also never received a response to an email sent at the address on their Contact Us page, so I question the validity of that, too. The fact that there are falsely advertised channels of communication, product is missing from orders (not just mine, as it appears to be very common according to other users), and that there is no clear or direct way to cancel a subscription... it's a predatory and deceptive business practice. I want a refund for the missing product or for it it to be sent to me immediately and I want clear cut confirmation that my subscription is cancelled and that no further charges will be assessed to my card on file. If Pretty Litter cannot deliver on those requests, then they should be reported to every state's chamber of commerce and attorney general offices. The lack of customer support for a service that auto debits is concerning and they need to be aware of the unjustified damages they can cause people from their negligence.

I ordered four bags of pretty litter on 6/14 (order ***). After reaching out to customer service several times, my order was delivered on 6/23. My cat refused to use the litter box with pretty litter in it so I reached out to customer service several more times to request a refund. It had been less than 30 days, but customer service tried to rudely say it was too late to request a refund even though their policy is 30 days. The customer service associate I texted with on 7/6 started the refund process. FedEx emailed me a return label on 7/9 with instructions that the return label needed to be printed by 7/17. I was away on vacation and mailed the litter back on 7/13. Even with their delay in shipping with my order arriving after ten days and their delay with starting the refund process and sending a return label, I still returned the product within 30 days. I never received a refund for the four bags of pretty litter purchased. Customer service at Pretty Litter is the worst I have ever experienced. They don't answer their customer service line, and are either not responsive on their text line or provide blanket statements instead of actually providing assistance. Emails back and forth also showed how unprofessional Pretty Litter's customer service is since they couldn't even keep track or determine where the original shipment was, and then never refunded me when I returned the litter. Pretty Litter failed to deliver the litter within the timeline promised and failed to honor their return policy. It is now 12/8 and I still haven't received a refund for the litter shipped back with their return label. I have been buying Dr. Elsey's litter from Chewy ever since and it has always arrived within 48 hours. I'd like to file a formal complaint that Pretty Litter received my returned litter and did not process the refund as promised. Pretty Litter is egregiously fraudulent and incredibly difficult to deal with.

I started a pretty litter monthly subscription in October , and received except I used a Halloween promo and was supposed to receive a toy for my kittens with litter did not receive toy, nor contacted to say they ran out or anything. November 14 they charged my card for November, I received a text and email November 18 that my shipment was on its way and a tracking number. I tried tracking number no such tracking existed per tracking site. I decided to give it a few days. I was due to change litter November 30th, and on the 26th I contacted pretty litter via email no reply so I texted on the 28th I was told there was a delay and litter was still at the warehouse, they were going to contact warehouse to have prioritized, I was upset so then called and I was told again they would call warehouse and would get an email before end of business day. Never heard back, so yesterday I wrote again and now was told my shipment left the warehouse last week, which is in correct per what I was previously told. So again I wrote why I was being told contradicting info, I was told they did speak to warehouse and it was being prioritized to receive express, I finally received tracking from FedEx last night stating the shipment info has been sent to FedEx, checked this morning still not picked up from the warehouse, now checked just before writing here again same info only FedEx label made and info sent so who knows when it will get here. I have two kittens under 1 and the litter stinks because it's due to be changed, 1 has been having accidents because he can't go in the litter box it's that disgusting. I buy two bags a month one for each cats litter, it's not cheap we pay 42 and change monthly for this service and I'm a new customer and this is really bad business. Not to top it took them a while to switch from other litter so I really do not want to change on them and then switch back when it comes it's not fair to them either. I just want the litter I paid for.

Unfair autoship policy that sends product and charges you BEFORE they email you that they are going to charge you, then they won't allow a return. I decided to try a box of Pretty Litter last Fall. Then with no notice I started receiving autoships of the litter each month and they charged my credit card and notified me AFTER it was already shipped and charged before I knew it and before I could stop it. So I then emailed them to cancel my account, but they talked me into keeping it open and just pushed my order out 4 months and said they would email me a few days before they ship it and charge me, so I can stop it again if needed. My last order was in October. Then 4 months later this month in February, I got an email that they just shipped a new order box of litter and already charged my card. This caught me by surprise, so when i got the box I emailed Pretty Litter to return the unopened box. Their customer service rep *** first email response to me was very confusing, I thought he said I could return it, that's why I then emailed him back to ask him to send me a return label as it stated in their 100% Customer Satisfaction Guarantee on their website. Here was *** wording - "Please allow me to say that we can process a refund and send a return label for unopened bags if you contact us within 30 days." So I thought, great, it's only been a week since I got the box. So I emailed him back for a return label so I could send it back and then they would credit my credit card. His sentence sounded like I CAN return it. If not, he should have been more clear and said "we CANNOT provide a refund because you are past 30 days from when you placed your very first order." I'm disappointed that Pretty Litter will not allow me to return my 3rd shipment box from them that i didn't need or want, even though it's unopened, and that they charged my credit card and autoshipped it with no notice. Because of this unfair policy, I cancelled my account with Pretty Litter because they are NOT committed to their customer's satisfaction after the first 30 days, despite their claim of 100% Customer Satisfaction.

Company advetised a price reduction for a 3 month subscription and an increase in product weight, with no price increase, that was not delivered. On oct 26 2020, received an email from the company that they've increased the weight of the product with no additional cost. Original bag weight was 4lbs while the advertised bags were 6lbs. There was also an option on the website to switch from my standard "4 bags per month" order to a "12 bags per 3 months" order, with the promise of *** off on the resulting price. The *** off was for the switch itself(not recurring). Thinking I would receive these perks, I switched to the 3 month delivery option. Items arrived but on further inspection on both packages & bank account, I have been charged *** for the 12 bags. All bags weight 4lbs. I reached out to the company's support team, explaining the problem and requesting fulfillment of their promises(basically, to provide that *** off and the extra product). Unfortunately, after ~1 month of them stalling, investigating, irrelevant responses, I didn't get anywhere and they keep asking for more time for investigation. I believe 1 month is plenty to investigate a matter that only takes minutes to draw a relevant conclusion. Order number is: *** (3 Months Supply of PrettyLitter for 4 Cats) Qty. Price 3 Months Supply of PrettyLitter for 4 Cats x 1 *** Shipping FREE Taxes *** Total *** Please see the attachment as it contains screenshots of several previous orders. Order 1 is the one I have been describing above. It is basically 3 times order *** in terms of quantity(12 bags vs 4 bags). This is also reflected in the final *** As you can notice in order *** that one had a discount applied, simply showing that the system is capable of applying a discount regardless of the fact that I live in Canada. With this said, I believe that the *** off for the 3 month subscription and the increase of product weight was a result of false advertising and bad sales practices and I would appreciate some help from your organisation. I can of course provide all email discussions and screenshots from my account, should you need them.

A refund ONLY being eligible on your FIRST bag, after 30 days, is ridiculous. My entire house smells like urine and it never had before. Decided to give this new type of litter a try. First off, its a subscription, if you don't catch that right away, it might surprise you in the future. I bought the litter before needing to refill the boxes. My cats are indoor/outdoor so it takes them a while to go through it. Before I even opened the first bag, I got an email about the next 2 being shipped. I contacted them to put a halt on them, or even offered to send them back, and they said no. I wasn't able to cancel or return my order, or get my money back. They only offer a refund 30 days after only your first shipment. What if the second order showed up damaged? That is not good customer service. Secondly, I liked the whole idea behind the diagnosis capabilities, as well as how it was supposed to be so amazing for odor minimizing. I didnt have an odor issue to begin with, but since this is a non scooping litter (except for poop), the Silica was supposed to absorb the urine and be odor free.. My house has never smelled like cat pee with the previous litter being used. Ever. I walked in the door a moment ago and it hit me like a brick wall. Literally, my entire house smells like cat piss, and no there are no accidents outside of the litter box. I naturally ran back to go scoop it, but oh yeah, you can't, which would be fine if it actually masked the odor, like it says it will. Maybe my cat all of a sudden acquired a kidney disease? Well, according to their litter, she's perfectly healthy. Barely a hint of yellow. The boxes are like 50 feet from the door in a separate room. I now have 3 unopened bags left, and have only had the used one in the box for 5 days, which I'm about to dump out because it smells so terrible. I can't send them back though, or get a refund. Once again, terrible customer service. I somehow can't find a way to leave a review on their website, even after logging in. I can read them all, but am not able to leave one. The reviews that are negative have no responses from the business, except for the one where the customer claims they will need more than 1 bag a month... then of course, they jump on it like ok! We can definitely do that for ya! Smh...

Pretty Litter refusing to refund a fraudulent charge to their business with my credit card. On November 29, 3 fraudulent orders were placed with my *** credit card number that I did not make. I did not see these charges until December 1 and promptly called *** at 2:59 PM to report the fraud. They marked all 3 charges as fraud, closed the old account, and mailed me a new Credit Card. On December 6, I received a package in the mail from one of the fraudulent purchases which was from a company called PrettyLitter. The package was left at my door and USPS was gone before I could refuse the package. I called *** at 7:52 AM to ask a representative what to do. I was told to take the package back to the Post Office to return to sender. At 8:20 AM in the Post Office in Columbia, MD, I was instructed to cross my address out and mark the package as "Refuse - Return to Sender". I did just that and handed over the package to be sent back. On January 22, I received a voicemail to promptly call back *** Fraud Dept. at [protected]. When I called back at 5:23 PM that day, I was told by said representative that while two of the fraudulent purchases were approved as fraud, the one from PrettyLitter would not be approved. The company in question had determined that because the address partially matched, I had purchased the product legitimately. In speaking with the representative, I found out from *** talking to the vendor that the email the fraudulent purchaser used was similar to my personal email but not mine. The apartment number was also not on the package. I would most likely be denied my refund because of this. In talking to USPS, they said it was out of their hands. On February 1 and 3, 2020, I received 2 letters indicating that they closed the fraud case and that I would be responsible for the PrettyLitter charge in the amount of $36.99. The charge had re-posted when I checked my account on February 11. When I finally received a response from *** via the Consumer Finance Protection Bureau on March 30, I was still notified that Pretty Litter says the information was correct and they never received the package back. I am not satisfied by this response by either party. I have not contacted Pretty Litter myself and *** has handled all the communication until this point. The return address was marked to Pittsburgh, PA despite the company being located in California.