My cat couldn’t care less about this toy, definitely not worth it. Customer service was also incredibly unresponsive. I had an issue and never received any help despite contacting both email addresses provided and reaching out through the website’s “Ask Marlene” feature. I would not recommend this product or company.”
Response from MarlenespetshopJul 21, 2026
Hi Andrea,
We're very sorry for the experience you had with us. This kind of unresponsiveness is unacceptable.
We are working on our customer support to prevent it from happening again.
Thank you for your feedback! It means a lot and shows us where we need to improve.
Thanks,
Mia
AA
Antonia A.
Completely gaslit by customer service
Completely gaslit by customer service. Late last year I purchased 2 Kitty Kurlz from Marlene's Pet Shop. My cat completely ignored them. Not at all the fault of the product, just my cat. I emailed about returning them and never heard back. When I left a review I was told that I had been emailed, even though there was no email in my junk folder or inbox. I was told to email again, which I did and again no response (yes, I checked my junk folder). No followup whatsoever.
Response from MarlenespetshopApr 1, 2026
Hi Antonia,
We’re really sorry to hear about your experience—that’s definitely not the kind of service we aim to provide, and we understand how frustrating that must have felt.
We did want to mention that Caroline reached out via email last February 3 to follow up, but it looks like we may have missed each other somehow. That said, we never want you to feel unheard, and we truly regret that this situation left you feeling that way.
If you’re open to it, we’d really appreciate the chance to make things right. Please feel free to reach out again so we can properly assist you this time, we’d love the opportunity to turn this around for you.
With Paws and Smiles,
Marlene's Pet Shop Team 🐱
JR
Jannyne R.
Their product is trash
Their product is trash! Do NOT buy it.
Response from MarlenespetshopMar 24, 2026
Hey Jannyne,
We’re really sorry to hear you had such a frustrating experience 😿. That’s definitely not the reaction we want for you or your cats. Sometimes toys don’t click with every kitty, but we’d love to help make it right, whether that’s suggesting something better suited to your cats or assisting with a return.
Please reach out to us anytime so we can turn this around for you!
With Paws and Smiles,
Marlene's Pet Shop Team 🐱
ED
Emilia D.
Misleading ads and overpriced
I am very sad I gave this company money, they run fake ads and resell chinese goods at 5x the price. It's disgusting how little morality these people have
Response from MarlenespetshopMar 9, 2026
Hello Emilia,
Thank you for taking the time to share your thoughts. We're really sorry to hear that your experience left you feeling this way. That’s definitely not the impression we ever hope to give, and we take feedback like yours seriously.
Our goal has always been to offer fun, safe products for pets while providing reliable service to our customers. If something about your experience didn’t meet expectations, we truly appreciate you bringing it to our attention.
We’d be glad to have the opportunity to serve you better in the future, and we hope you might consider giving our shop another try sometime.
With Paws and Smiles,
Marlene's Pet Shop Team 🐱
KR
Kym R.
My 3 cats totally ignore this toy
My 3 cats totally ignore this toy, they are not interested.
I will however spray with catnip and see if that will get me a response.
My daughers 2 cats ignore hers as well.
I purchased 4 units and gave 2 to her.
Expensive lesson.
Charged in USD.
We live in Australia.
Response from MarlenespetshopMar 2, 2026
Hi Kym,
Oh no, we’re sorry your kitties aren’t jumping on this one right away! 🐾 Sometimes it just takes a little nudge — catnip is a great idea, and a lot of cats perk up instantly with it. Every kitty has their own personality, so it can take a bit of experimenting to find what really gets them going.
We’d be happy to help brainstorm some tips to make the toys more enticing — and when your kitties are ready, we’d love to help you try another fun item too!
With Paws and Smiles,
Marlene's Pet Shop Team 🐱
JA
Jay
Uses sketchy marketing tactics and dropships from China
Uses sketchy marketing tactics to create false urgency. Runs adds on Instagram claiming they only have 400 units left and tariffs prevent them from making more saying to buy before they are gone for good, which is illegal and considered deceptive marketing tactics by the FTC, In reality they just drop ship some cardboard from China. In the add responses they say they handle the Kitty Kurlz directly but many people have posed the shipping info showing it being shipped straight from China. Most positive reviews seem fake they get posted in bunches, just look at the review history, all 5 star reviews get added all on the same day, will come in like a batch of 10 5 star reviews back to back, most likely to try to hide the 1 star reviews. $30 for a piece or cardboard drop shipped from China. Very sketchy seeming company, Do your research before buying.
Response from MarlenespetshopMar 2, 2026
Hi Jay,
We understand not every brand is for everyone, but we do want to clear a few things up. Creating fun promotions or running ads doesn’t make a company “sketchy” it’s pretty standard for small businesses trying to grow 😊
Our reviews come from real customers, and we’re proud that so many cat parents are happy with their purchase. If it wasn’t for you, that’s completely okay — but plenty of kitties (and their humans) genuinely love it.
Wishing you and your pets all the best.
With Paws and Smiles,
Marlene's Pet Shop Team 🐱
BS
Brenda S.
Terrible experience
This company, their product and their customer service is horrible! I bought the KURLZ product and it was advertised as being $15.99 and was buy one, get on free. Well, I did get 2, however, I was charged $29.99 for the 2 products and $9.99 for shipping so out of my bank account was $39.98 - far from the $15.99 as advertised. When I emailed (immediately), I got an email back (no phone number listed) and got no help at all. I read their refund policy and you must email to a certain address and list the order date, invoice number and full name - which I did. I got a letter stating they want photos. Why??? I just want to send this mess back to them and get my money back and be done. They offered (out of the goodness of their heart) a 50% refund. Why???? Why would I give them even $1 no absolutely nothing? I plan on posting my very truthful review everywhere possible to warn people and I will be contacting the authorities. They should be shut down!!! Terrible product, customer service, advertising and company in general.
Response from MarlenespetshopFeb 17, 2026
Hi Brenda,
We’re truly sorry for the frustrating experience you had with your Kitty Kurlz order. We completely understand your concerns about the pricing, the damaged product, and the confusion with our process. That is absolutely not the experience we want for any of our customers.
After reviewing your case, we want to make this right. Since one of your Kitty Kurlz arrived damaged, we will refund 100% of your order, and you do not need to worry about sending anything back. We’ll personally handle your refund and make sure it’s processed immediately.
We appreciate you taking the time to share your feedback—it helps us improve and ensures we can provide better experiences for all our customers. Thank you for your patience, and again, we are very sorry for the frustration this caused.
With Paws and Smiles,
Marlene's Pet Shop Team 🐱
SC
Sharon C.
The items arrived in smashed boxes
The items arrived in smashed boxes, with the toy smashed. Trying to get my $ back
Response from MarlenespetshopFeb 16, 2026
Hi Sharon,
I’m really sorry to hear your order arrived that way — that’s definitely not how it should show up. 💔
We’ve already replied to your inquiry about the damaged item, and we’re ready to make this right for you. Just let us know if you’d prefer a full refund or a replacement, and we’ll take care of it right away.
We truly appreciate your patience and the chance to fix this. We’d love the opportunity to serve you again under better circumstances.
With Paws and Smiles,
Marlene's Pet Shop Team 🐱
