KittylawnReviews of kittylawn.com

Response from KittylawnAug 10, 2026

Hi M Ney, Thank you for taking the time to share your feedback. We are so sorry to hear about your experience with the condition of your grass and packaging, as well as the support you received. We take packaging durability and product quality seriously. In fact, feedback like yours led us to completely overhaul our product design, we have since updated our lineup and no longer send plastic trays to ensure our grass arrives safely and sustainably without cracking in transit. We would love the opportunity to look into your support experience and make things right. Because we are currently unable to locate an order under your profile name, please reach out directly to us at [email protected] with your order number or purchase email. A manager will personally review your case. Best regards, Kitty Lawn Team

Response from KittylawnAug 10, 2026

Hi Tim, Thank you for sharing your contact details through Trustpilot’s form! First, we want to apologize for the delay in our reply—Kitty Lawn only recently set up our official public profile on Trustpilot, which is why we are connecting with pet parents from earlier this year now. We searched our system using the information provided, but haven't been able to locate an order history under those details yet (it’s very common for orders to be placed under a partner’s name, a different email, or sent as a gift). Whenever transit damage occurs, our standard practice is to send a replacement right away to make things right. Feedback like yours also led us to completely overhaul our packaging standards—we’ve since phased out plastic trays entirely to better protect every shipment in transit. Our Customer Service Manager has reached out to you directly via email so we can locate your order details. As soon as you reply, we will personally pull up your account and make sure you are properly taken care of! Best regards, Kitty Lawn Team

Response from KittylawnAug 10, 2026

Hi Lola, Thank you for providing your information so we could locate your account! We’d love to clear up a few quick details for complete transparency. First, Kitty Lawn only recently set up our official Trustpilot account, which is why our team is responding to feedback from earlier this year now—we definitely weren't ignoring your review for six months. Upon checking our original email thread from March 2026 (Order #27241), our records show that our team member Maria connected with you and completed a 50% partial refund as agreed upon at that time. That said, as a small family-owned business, we want every customer experience to end on a great note. We have reached back out on that original email thread and processed a refund for the remaining balance to bring your order to a 100% full refund. Thank you again for your feedback, and we wish you and your kitty all the best! Best regards, Kitty Lawn Team

Response from KittylawnAug 12, 2026

Hi Aisha, Thank you for sharing your feedback! We want to apologize for the delay in our reply—Kitty Lawn only recently set up our official public profile on Trustpilot, which is why we are connecting with pet parents from late 2025 now. We’d like to clarify our order cancellation policy and product safety for complete transparency: Similar to a florist cutting fresh flowers, Kitty Lawn is a living plant harvested fresh to order. Because harvesting begins rapidly after purchase, orders cannot be canceled once harvesting has begun as the grass cannot be reused or returned to the farm. Canceling a subscription stops all future recurring orders, but active orders already in motion cannot be stopped. As for product safety, Kitty Lawn is real grass grown hydroponically without fertilizers, pesticides, or animal contamination. However, because it is designed as an indoor lounging lawn rather than food, we recommend deterring cats from eating large amounts out of an abundance of caution to prevent minor tummy upset (a pet-safe bitter spray works wonders if needed!). While our policy on live grass orders is strict to avoid farm waste, our Customer Service Manager has reached out to your email directly to make sure your specific account was properly taken care of. Thank you again for your feedback, and we wish you and your kitties the best! Best regards, Kitty Lawn Team