MarlenespetshopReviews of marlenespetshop.com

My cat is really enjoying the kitty kurlz

The Kitty Kurls were exactly what my kittens needed. They roughhouse so much, I was afraid it would pop apart, but those magnets hold together!

Purchased the KittyKurlz at Christmas. There is a 30 day guarantee. Their promo shows cats diving at it, doing zoomies around it, playing in and with it. Even with cat nip spray, my felines barely touch it. Contacted the company with zero response. Found out my problem wasn’t unique after looking at reviews. Again, Amazon has a way better verified refund policy. If you’re interested in something, check them out first.

I purchased the Kitty Kurlz toy through the buy-one-get-one-free promotion. My cat showed zero interest in it. I tried multiple ways of introducing the toy and engaging him with it, including leaving it out and attempting to model play, but he never interacted with it at all. Because of that, I contacted customer support to use the advertised “30-day money-back guarantee,” which is also described as risk-free. This is where things became complicated. Initially, I was offered a 50% refund, or 100% back, only if I donated the toy and provided a donation receipt with my name on it. Later, I was told I could receive 75% if I gifted or kept the toy. They then explained that the “30-day guarantee” only applies to items that are unused, in original packaging, with all tags intact. That completely contradicts how a guarantee for a cat toy should work, especially one phrased as “risk-free.” The entire point of calling something risk-free is to find out whether your cat likes it, which is impossible to do without opening and using the toy. What was most frustrating was that even in the final email, they insisted they were being “upfront about what’s possible,” when the options kept changing: first 50% or 100% only with a donation receipt, then 75% for gifting or keeping it, and only then did I receive a full refund for the toy itself, without any acknowledgment of that change via email. That isn’t being upfront. That’s shifting the terms repeatedly. It felt less like a clear policy and more like a negotiation to see how much I would accept instead of the refund that was originally advertised. The messaging also came across as guilt-based and emotionally framed rather than transparent. After multiple rounds of back-and-forth, I did ultimately receive a full refund, which I appreciate. That is why this is a two-star review and not one star. However, I had to argue for it, and it should not take this much effort to use something marketed as a simple, risk-free guarantee. My concern isn’t just the toy not working for my cat. It’s that the marketing and the policy do not match. A guarantee that only applies if an item is unused is not compatible with advertising a product as risk-free for pets. I wish those conditions were clearly stated upfront so customers can make an informed decision before purchasing. Marlene’s Pet Shop responded publicly to this review, acknowledged the issue with how the “risk-free” guarantee was communicated, and took responsibility for the experience. I appreciated the tone and accountability in their response, so I’ve updated my original rating to three stars to reflect their follow-through.

The products

Innovative designs and useful Kitty made stimulating toys !

It was really easy to go through and checkout what I wanted. Even though my baby boy doesn't know what to do with what I bought from there. Oh well. I guess it happens. But I love small businesses.

I love how dedicated this company is to making toys that cats (and my dog haha) will enjoy!