Shannon
Arrived Damaged
UPDATE: It took five months, but the company responded and made good. My cats, Batman and Daisy, love the grass. I have only had it a few days, and the tray is holding up just fine, although they have been moving it around the catio. I can recommend the Kittylawn. I ordered the premium tray, and it arrived with a damaged tray. It was lightweight plastic in a box with no packing or cushioning. I sent photos of the damage to the company. The response was that I could purchase another tray at 25% off or I could order a standard tray and they would refund the price difference, which I suppose would result in a free premium tray. I didn't want a standard tray or I would have ordered one, so I declined both offers. I have to write that a good portion of the grass was brown when it arrived, but it greened up nicely after a day or two. My Batman really likes to lay on it, which is why I gave three stars. UPDATE: I received an email stating that I misunderstood about the tray. The email explained that the plastic tray that they ship in is meant to be a temporary tray, and they were offering me 25% off on a permanent, more substantial tray to replace the flimsy one they ship in. Wait, what? I went to the website to find out how much this permanent tray cost, but I couldn't find it. I emailed back that it wasn't on the website, and they sent me a link to the page and said that it was new and probably wasn't on the site when I looked, even though I looked just a few minutes before sending the email.
Response from KittylawnAug 10, 2026
Hi Shannon, Thank you so much for taking the time to share your review! First off, hearing that Batman loves lounging on his grass truly brightened our day! 🐱 We also really appreciate you sharing your experience with the tray exchange. Our team's intention with offering the discounted tray was simply to offer an optional upgrade alternative alongside resolving your regular tray, but we completely understand how confusing that interaction felt in the moment. We value feedback like yours tremendously. In fact, reviews like this directly inspired us to upgrade our packaging and materials—we've since phased out those plastic trays entirely to ensure every delivery arrives safely! We’d love to take a closer look at your order to make sure you and Batman are fully taken care of, but we haven't been able to locate a ticket history under Shannon in our system. Could you please send your order number directly to [email protected] with the subject line Trustpilot Review - Kitty Lawn? Including that subject line will help us spot your message right away so a manager can prioritize it and personally review your case. Best regards, Kitty Lawn Team