catgenie.comReviews of catgenie.com

Placed an incorrect order, immediately called support and they are unable to cancel or modify the order, or provide any assistance. This does not meet the basic standards provided by any other online retailer, I already regret the purchase.

My CatGenie has malfunctioned ever since I bought it. I have called multiple times with only fixing it temporarily. Last week on the day of my trip it malfunctioned. I took it apart x2 finding without finding anything wrong. Had work for 3 days after I had cleaned it as I was going out of town. 1st it would not drain, the it kept saying no sani solution cartridge, then it would not power on. I ran to Walmart and bought a litter box and litter. When I got back I called CatGenie and they wanted to sell me parts to fix it. I told her these are the same problems I have had since it was new. She said that I had last called on 8/25. I told her I had called last month! No record! LOL! I agree with another writer there customer staff is rude. DO NOT BUY THIS PRODUCT!

When purchasing the catgenie ai, they dont mention that it's mandatory to have catgenie sanisolution cartridges otherwise it doesn't work AT ALL, it will only repeatedly tell you it can't sense the cartridge, also note that the sanisolution cartridge has a electronic chip in it, which tells the genie how many uses it has, so once it reads zero that cartridge is nothing more than a paperweight. Despite these inconveniences, we decided to stick with it. Today however is the last straw... the catgenie was pestering me about the cartridge was empty, when I went to replace it, I found out it still had half the solution left. So I opened the catgenie app and proceeded to get in touch with customer support. They had me run the sanisolution dispensing test, which by the way I used the cartridge that was aka "empty". Without issue it dispensed solution just like it should. So the agent deemed the catgenie was in perfect working order, I asked what about the half a cartridge of solution that is now wasted. They replied it wasn't due to a malfunction of the cartridges chip or of the genie itself, it was "the genie was performing its duty and during the dispensing process it was probably interrupted causing the cartridges chip to read as it was dispensed". That was their words... so I was denied on getting reimbursed in some form or another since it didnt fall under what they consider faulty. So attention cat lovers : catgenies granuals will track everywhere even though they claim they are better than normal litter. The scoop arm Will without a doubt fail to remove all fecal nuggets at some point, in which case then during the drying cycle you get the lovely scent of cat poop brownies. Sanisolution cartridge is mandatory and non negotiable, there is a RFID chip which is its usage counter, when it reads 0, the genie will not function until you put a new cartridge in. You can't fill the cartridge yourself due to that chip (atleast for the catgenie AI model) so yes that means you will forever be buying them and filling up landfills with their trash. Today they have lost <-- this customer!

Son unos ladrones, te obligan a hacer pedido minimo 70€, imaginaros..... tienes que coger si o si un pack aunque no lo necesites, en mi caso 2 cartuchos sanisolucio y una caja de gránulos 78,65 a eso sumale.... si pagas con targeta sumale 1,95 mas, ya van 80,44, pues ahora sumale 10,89 de entrega 🔫que no puedes recogerlo en tienda por que no la hay, en total El robo asciende a 91,33€. No sabes quien es el fabricante no te lo dicen y como solo ellos tienen la exclusiva y nada de competencia......pues eso🤷🏻‍♀️🔫. Son una mafia, te roban y te ningunean. Por que no puedo dejar de pedir? Por que tengo problemas de espalda, a mi gatita la queda poco, así que venderé el catgenie

Son unos sinvergüenzas y unos LADRONES. El aparato en si es una maravilla, pero la empresa que tienen la exclusividad de los repuestos son una gentuza. Tienes que hacer un pedido mínimo de más de 70 euros y luego te cobran 11 euros por el transporte. No tienen vergüenza, voy a preguntar a la oficina del consumidor para ver si es legal lo que están haciendo estos LADRONES. Porque tengo una gata muy mayor, pero vamos que cuando muera le van a dar por .... a este hatajo de sinvergüenzas y ladrones.

I had been a long time user of cat genie. While there were certainly issues at times, generally I like not having to scoop. When my original machine finally crapped out, I opted to try their new genie Woosh. I had a new cat that did not like the plastic granules of the original. This seemed promising as the whoosh uses a decomposable litter that feels more like a traditional litter and the kitten went for it. However, despite troubleshooting with Customer service, the machine did not work well. The clumps created were too large for the machine to handle. Therefore the hopper would get backed up with large clumps that could not decompose properly. During one of my troubleshooting sessions with their supervisor, she admitted that she had the same problem in the beginning with her cats. I can’t control how much the cats pee and how large the clumps become. I finally had to give up and return the machine. They insisted that I pay a $30 fee to return it even though I tried to make the machine work and it’s a faulty design. I very politely made the point and the woman got nasty with me on the phone asked me if “I was finished” when I was trying to make the point that this happened to her cats as well, and then she hung up on me. After years of loyal service to them —purchasing their litter and cartridges and recommending them to other people — I could not believe how poorly I was treated because their new machine, that “they don’t have enough information on yet” as another rep said, is clearly not working properly. They also gave me some excuse as to why I couldn’t return perfectly good unopened product from the old machine because the serial numbers didn’t match the bundle I had ordered. Yet another sorry excuse to keep money from their clients. I don’t recommend this company anymore because they will do anything for a money grab and are willing to be rude to their customers when it suits them. It’s petty and poor business. Try another machine and purchase through Chewy— they’re the kindest company and do everything to make an order right. They love animals and their customers.

Summary of Horrible Company Experience Dealing with this company has been a horrible and expensive experience. The customer service is incredibly rude and unprofessional. Representatives are unwilling to share their names and angrily interrupt and talk over customers. When asked to speak to a manager, they all falsely claim to own the company or state there is no one higher up to speak to. Despite the product costing $1000 plus significant ongoing costs for required soap, litter, and plumbing, the company offers zero empathy or helpful support. The system itself has a critical, non-disclosed limitation: If the unit is not hooked up within 30 days, it is deactivated and requires a special code to operate. They purposefully limit the manual cleaning function, forcing you to contact them. Instead of providing the code, the company requires you to ship the large, expensive unit back at your own cost for an "inspection," claiming it likely won't work after 30 days. This forces buyers to interrupt successful cat training, buy a temporary litter box, and incur further expense and delay—a situation the company refuses to acknowledge or address politely. This is a major regretful purchase and a terrible way to treat a customer.

Compré el catgenie para mis tres gatos, todo parecía ir bien hasta que con unos dos años de uso, empezó a fallar el dosificador de detergente, los cartuchos se quedaban llenos y al llegar al nº de lavados ya no me los reconocía la máquina y tenía que cambiarlos, al escribirles me dieron la solución de pagar 151,25€ y mandarme una unidad de procesamiento ya reparada y enviar la mía, bueno lo acepté, asumí el coste, aunque un arenero de ese precio me parece increíble que deje de funcionar a los dos años. Lo peor es que tres meses después de ese reemplazo vuelve a fallar, ahora tampoco sale el detergente a donde debería pero se esparrama por toda la máquina, lo que hizo que el cartucho se vaciara en una semana...(no son baratos los cartuchos), les escribo y la solución que me dan es que vuelva a pagar los 151,25€... me parece increíble y vergonzoso, NO le recomiendo a nadie este arenero, pensaba comprar uno para la casa de mis padres que también tienen 3 gatos, pero NI LOCA!!! Le doy la última oportunidad, si vuelve a fallar prefiero tirar el arenero a la basura antes de tener que volver a pagarles nada. ESTAFA TOTAL