ComplaintsforPrettyLitter

• Initial Complaint

  04/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order ********, I am trying to log in to cancel subscription but not being allowed to. I just got the clumping liter and its horrible! Not allowing me to log in doesnt allow me to cancel my subscription and had I seen all these complaints on bbb I would have never placed an order so now I am awaiting a refund and advised my card company of the countless fraudulent complaints on bbb. I demand a refund and that you cancel any further subscription immediately

  

  Business response

  04/15/2024

  Hi *****. It looks like your newly established account was still pending activation, which is why your previous login attempts to manage your subscription in your customer dashboard were unsuccessful. You will first need to register a password with your email address in order to gain access. As a first-time online customer, you are covered by our ****** Risk Free Guarantee. Were sad to hear you were not head-over-************ with your PrettyLitter upon arrival. Our records indicate one of our senior support team members recently assisted you with your refund and subscription cancellation request - so you should be all set! Were bummed if your first experience didnt leave a paws-itive impression. We understand if this influences your decision to shop elsewhere. We appreciate you giving PrettyLitter a try, and we hope that you can find the right litter solution that works best for your kitties and household in the future. Have a great day.

  Customer response

  04/17/2024

   
  Better Business Bureau:
  
  I did speak to someone from leadership on Monday and I was informed that I was both refunded and my subscription was canceled and I also received a confirmation email as well. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  03/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was informed that the product (1 6lb bag) would be delivered each month. After a few months I was receiving over one bag per month. Sometimes even three bags per month!I have contacted the business and informed them of my situation. They told me it wouldnt happen again.I want to ensure it doesnt. I cannot trust them. I also said that if it happens again I will be contacting my attorney.

  

  Business response

  03/18/2024

  Hi *****. Thank you for contacting the PrettyLitter team. We are excited by your interest in reactivating your PrettyLitter subscription and, of course, want to address any concerns you may have with regard to the frequency and accuracy of your recurring delivery schedule (should you choose to start again). We see that you first subscribed to PrettyLitter in October 2022 with 11 completed deliveries before service was cancelled in September 2023. In reviewing your order history, we can confirm that you were subscribed and charged for only 1 recurring bag of kitty litter to be shipped each month. If you have any record or receipt of being charged erroneously for an extra quantity of items, please email us a copy at ******************************* and we can look into this right away for you. Any "extra" bag(s) delivered in error may have been a temporary fulfillment issue experienced by our warehouse, in which case the product was shipped to you to enjoy complimentary and would not require a return. I hope this information is helpful! One of our senior team members will be reaching back out to you directly to assist with any other questions and to help get your litter deliveries reinstated for your kitties and household. Talk with you soon!

• Initial Complaint

  02/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I didn't get the clumping cat litter as advertised and when I went to return, I was ignored. After several attempts I decided to do a chargeback with my bank, but figured I'd go the BBB route first. I'm also unable to cancel the subscription because an account is needed, and every time I request one, the account validation link leads to an invalid URL.

  

  Business response

  02/29/2024

  Hello ****. Thank you for contacting the PrettyLitter team. We're happy to address each of your concerns. Our records indicate the online purchase you made on 2/9/2024 was for PrettyLitter Original which is a non-clumping kitty litter. We recently launched a NEW clumping litter formula which is also available online and in select retail stores should you still be interested in giving it a try. We hope there are no extenuating circumstances that have prevented us from connecting with you sooner than this as we do not show any support ticket history received on your behalf at this time regarding a return inquiry. As a first time online customer with us, you are covered by our ****** 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 assist with your refund request. Good news is you are still within this window. Please allow 5-7 days for your refund to be credited back to the card used for purchase. Regarding access to your subscription dashboard, it looks like your account is still waiting to be activated which means a password was not registered when completing your first purchase with us. We will go ahead and cancel your subscription on your behalf to prevent any future orders or billing from processing. Thank you for giving PrettyLitter a try!

  Customer response

  02/29/2024

   
  Complaint: 21361987
  
  I am rejecting this response because:

  The credit card I used was canceled just yesterday. I emailed you on 1/17 and 1/21 using the email ******************************** please advise as my credit card just called me to tell me the transaction was declined.

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

  

  Business response

  03/05/2024

  Hi ****. Thank you for following up with us. Our records show that the order charged successfully on February 9th, and was refunded in full on February 29th in the amount of $22.46. One of our senior team members will be reaching out to you directly to provide further assistance and a receipt if needed for added convenience. We recommend contacting your credit card or banking institution directly for help with next steps if you are still having any trouble confirming receipt of these funds. We'll be in touch with you shortly just to make sure you've been fully resolved on our end.

• Initial Complaint

  02/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I was set up for a subscription for litter delivery every three months. I had filed my request to have my subscription ended as we no longer had our cat, ****** as of October. I had emailed support several times as I was confirmed for cancellation of subcription but also charged for a shipment they sent, both on 11/8/2023. After three attempts to contact the company, I received no communication back. The company has never tried to resolve this problem.

  

  Business response

  02/23/2024

  Hi ******. Thank you for contacting the PrettyLitter team.We are so sorry to learn that little Zordon is no longer with you. We're thinking of you and your family! Our records indicate our last interaction with you was received in a chat session from May 2023. We can confirm from those logs that an order cancellation request was received and processed on your behalf during this interaction, as well as a request to only pause your subscription until November 8th which is when your most recent order was actualized. We also note that you were successful in cancelling your subscription from within your customer portal shortly after your order was processed on this date. This means you are no longer scheduled to receive any automatic deliveries or billing moving forward. One of our senior support members will be happy to follow up directly to provide further confirmation for your records. We'd also like to collect more information on your attached correspondence initiated to our support team in November after your order had processed and your subscription cancelled. Please note that once an order is acknowledged in our system, we are unable to guarantee edits or cancellation - but we'll always make an attempt. Please note that most orders are eligible for return within 14 days of confirmed delivery. If your order is still return eligible (unopened or unused) we would be happy to take any unwanted litter off your hands and extend our return window as a one-time courtesy for refund consideration. We thank you for giving PrettyLitter a try and letting us be a part of your household.

  Customer response

  02/23/2024

   
  Complaint: 21337618
  
  I am rejecting this response because: I have provided attachments of attempted communication with PrettyLitter regarding a return and refund with no response. Since it has been 3+ months since my attempt to rectify the situation, the litter has been donated and unable to be returned. Refund is still warranted.

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

  

  Business response

  03/01/2024

  Hello ******. Thank you for following up with us. We appreciate your efforts to donate any unwanted litter to a local shelter or facility in need. One of our senior support team members has attempted to reach you directly to further assist here, however, we understand you have requested no further contact to the email address on file. If you can kindly submit a copy of your donation record or receipt to ******************************* we will submit this for processing a refund request on your behalf right away. We look forward to hearing from you. And thank you for giving PrettyLitter a try.

  Customer response

  03/05/2024

   
  Complaint: 21337618
  
  I am rejecting this response because: I do not have a donation form. It was a drop off.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  JAN and FEB **** I ordered and subscribed for the pretty litter for 1 cat at the agreed price of 24$ per 4 weeks - free shipping. However, I am charged for 27.55$. When I called Pretty Litter they said it was for taxes and handling. I can understand taxes BUT if they are charging handling fees. They should be disclosing that upfront in their advertised amount not sneaking it in. That seems fraudulent. It is not the amount it's they way they add it in without disclosure after they have you order and bank account information.

  

  Business response

  02/14/2024

  Hi *******. Thank you for contacting the PrettyLitter team. We do apologize for any confusion experienced around our pricing model. We offer FREE standard shipping on all orders over $25 in the contiguous *************. Orders under $25 will be assessed a $1.99 handling fee. More information is available at our website FAQs and Help Center. We know an extra cost is never ideal. We recommend a multi-month subscription to avoid a $1.99 handling fee. By moving to a multi-month subscription, you and your kitties will receive a three-month supply of litter on a quarterly schedule. This in mind, we care about your experience and understand if this has influenced your decision to shop elsewhere or consider other litter solutions. We have gone ahead and refunded the $1.99 handling fee on your most recent order as a courtesy. Please allow 5-7 days for this credit to return to your card or statement. Thank you for giving PrettyLitter a try!

• Initial Complaint

  02/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I told an agent at Meow Pretty Litter (as they are known by email) two separate times that I wanted to cancel my subscription. The first time around November '23 they claimed that I accepted an offer they gave me + therefore my subscription was renewed. I answered that I had a screenshot of an email of my request to cancel but decided to let it go.But, the final straw came when after they Finally did acknowledge my cancellation mid January, they NOW went ahead out of nowhere and decided to send me another order of cat litter and charged my debit card for $27.00 !! I will probably now have to cancel my **** debit card soon just to stop their charging me in future- as though they are hackers or criminals. It has caused me much grief. I am 70 years old and have high blood pressure. I hope you can help!

  

  Business response

  02/12/2024

  Hi *******! Thank you for contacting the PrettyLitter team. If your support experience was anything less than exceptional, then we missed the **** and would like to apologize. Weve taken a look at your ticket history with us. We can confirm that a subscription cancellation request was acknowledged in January **** by our support team, but was not processed correctly by the assisting representative whom you spoke with. As a result, an erroneous order was still scheduled to process and bill the following month. We are addressing the matter internally to prevent this from happening in the future, and have immediately prioritized a full refund back to the card or payment method you have on file. No return shipping is required as a result of this incident, so please feel free to enjoy your latest delivery complimentary, share with a friend or fellow cat parent, donate it or discard altogether. At this time, we can confirm your subscription has been canceled officially which means you should no longer receive a charge or delivery from today. One of our senior team members will be following up with you directly to confirm this information and assist with anything else. Speak with you soon!

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered litter and my cat died unexpectedly. I asked to cancel my subscription and to return some unused bags. They approved the return, but they still havent sent a return label. Every time I ask, ** told to wait ***** hours. Ive done that three times, and theres still no label. Ive checked my spam folder and theres nothing. I tried texting their support line after a chain of thirteen emails and was told to wait again. They didnt respond to further texts. I just want to return the product for a refund as Im not getting another cat in the near future. Im tired of practically begging.

  

  Business response

  02/07/2024

  Hi ***. Thank you for reaching out to PrettyLitter. We are so sorry to hear of your cat's passing. Our thoughts are with you during this difficult time. We'd also like to apologize for any unforeseen circumstances preventing you from receiving the complimentary shipping label that was issued to assist you with the return of any unwanted litter. Based on our notes, we do see that you were able to confirm receipt of a new label on our most recent support ticket with you. This is mind, we care about your experience and would rather not hassle you next steps at this juncture. As a courtesy, we invite you to keep, discard, or donate your most recent order. In the meantime, a senior team member has already submitted your refund request for processing. Please allow 5-7 days for the credit to reflect on your card or statement. Thank you for allowing PrettyLitter to be a part of your kitty's health journey. We hope you'll consider subscribing again in the future should you decide to expand your fur family again. Have a great day!

  Customer response

  02/16/2024

   
  Complaint: 21261587
  
  I am rejecting this response because:
  
  I was promised a refund to my credit card and I have not received it.
  
  Sincerely,
  
  *********************

  

  Business response

  02/16/2024

  Dear ***. Thank you for following up with us. Our records can confirm that you were refunded the full amount of $76.32 on February 8th. The credit was returned to the card on file used to make your purchase. We recommend contacting your bank for more information if you are having any difficulties locating the status of this credit. We hope this information is helpful. Thank you for giving PrettyLitter a try!

  Customer response

  02/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  02/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

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

  

  Business response

  02/05/2024

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

• Initial Complaint

  02/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  

  Business response

  02/05/2024

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

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  

  Business response

  02/01/2024

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

*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. ↩