NS
UPDATE on horrible customer service
UPDATE #2: finally got a response after several days and several sent emails. And the response was priceless (copied and pasted from original response): “ You're right to demand a clear answer. I'm sorry your messages went unanswered, especially after we told you the refund had been processed. I need to correct the record: I cannot verify that the $88.62 refund was actually issued. Please do not rely on the earlier confirmation as proof of payment. I'm escalating this discrepancy to billing and management with your attached documentation and requesting confirmation of either the refund transaction details or the reason it was not processed.” So in other words, don’t believe what we tell you about sending a refund, because it is not a confirmation as proof of payment !!!! Imagine saying that openly, that I shouldn’t even believe what they’re saying to me in emails. Outstanding!!! UPDATE: about two weeks ago, I got an email from the company, saying they have issued a refund. Just got off the phone with my credit card company and found out there is no record of a refund issued or pending. Emailed customer service four times now, since yesterday, and haven’t received a single response to acknowledge my messages of concern. They’ve simply ghosted me. Although I’m not entirely surprised, I’m now furious because I’m still out a chunk of money and interest is being charged for this on my credit card. Continued scam, lies and deception. DO NOT BUY FROM THIS COMPANY!!! You will never see a refund and will be led on for months with lies and promises!!! If I could give this company a zero star rating, I would. I cannot speak for the product itself, as we haven’t used it long enough to see any difference, but customer service leaves much to be desired. I was sent an unexpected shipment two months after my initial one-time order and charged for it. This was an unauthorized purchase, as I did not sign up for an auto ship subscription. I immediately emailed the company and received an immediate response. Subsequently, I asked more questions and kept receiving similarly worded emails from someone named Chloe. Not sure if this was even a human, but rather an AI agent. Finally got through to what seemed to be a human, named Anna. At least the content of her responses were varied enough some of the time, to appear more genuine. In a nutshell, it was confirmed that this charge was not authorized and I had no subscription. The product had already shipped and they couldn’t stop it, and initially they wanted me to send it back, which I thought was an unreasonable hassle, considering it was their fault. After it arrived, I informed them, and they said that they will issue a refund and that I can just keep the product. Fast forward six weeks, after daily email reminders to get updates, to which I received responses every few days, assuring me she has escalated the request for a refund with the billing team. The responses were similar each time, but in keeping with the content of my emails. I was told there was no way to contact billing myself, and that she has no idea when a refund will be issued. Apparently their employees are not privy to what the company is doing, but are just there to send out promo emails. So here I am, after six weeks of hassles with these people, and finally an email saying a refund has been processed. I haven’t seen it yet, as it could take a few days to show up on my card. I even went to the lengths of having a new card issued so no further charges could come through from these people. Terrible experience, mediocre to poor customer service (although I do think the employees are completely in the dark), and a very long wait time and daily persistence required to get anywhere with them. I’ve never had an experience like that with any company. Caution: if you order from them, make sure that you block your card from further charges from this company. The runaround is exhausting.
Response from kittysuppsSep 23, 2026
Hi, We’re very sorry that this situation is still unresolved. We understand why you’re frustrated, especially after you were previously told that the $88.62 refund had been processed and were later informed that our team could not verify that the refund was actually issued. We also understand how concerning it is that your credit card provider has no record of the refund after you were told otherwise. Your case and the conflicting information you received need to be reviewed carefully. Please continue the conversation through [email protected] using the same email address associated with your order so the existing correspondence and refund history can be properly reviewed. We sincerely apologize for the prolonged process, inconsistent communication, and frustration this has caused. Thank you, Mariel from KittySupps