maupets.comReviews of maupets.com

I had an issue with a metal insert after around 10 months of having the tree, and they immediately sent a replacement part, no questions asked. Their customer service is fantastic and they stand behind their 1 year warranty policy. My cats love their tree and I’ll for sure be coming back to buy my next one from them.

I have bought 2 cat trees and they are beautiful, sturdy, easy to assemble, and can handle 3 large cats no problem! I would definitely recommend.

The company makes beautiful furniture, but unfortunately both customer service and delivery are severely lacking. On Black Friday I bought my first piece of furniture from them (the Reiya cat tree). I was able to track the package and noticed that it hadn’t moved for several days, so I eventually contacted the company. They replied that the package had been lost and that they would either find it or send a new one. I eventually received the item. However, the box was damaged when I picked it up, which I documented with photos. That turned out to be a good idea, because the base itself was scratched in several places. I contacted the company again about this, and they offered compensation. That part of the service was fair enough — but unfortunately that’s where the positive experience ends. My cats loved the furniture so much that we decided to buy another piece from them on December 1st (this time the Gravity). I quickly received a confirmation email and a tracking link, which stated that the package would take 3–5 business days and arrive on December 8th. However, as we got closer to December 8th, the expected delivery date suddenly changed to March 10th. I contacted the company again because I assumed there must have been a mistake. I even sent documentation showing that the tracking originally indicated delivery on December 8th. The company now claims that the website clearly stated at the time of purchase that the item was a pre-order with delivery in the spring. That simply isn’t true. However, since the company had already charged our card and we did actually want the furniture, we decided to wait until spring. So we were very excited to finally receive the item here in March after waiting for more than three months. But when I opened the package, the main base plate that the entire tree stands on was missing. I double-checked whether the order had been shipped in two separate packages, but that wasn’t the case. I contacted Mau immediately because I knew the item was already sold out again, and I was missing a crucial part of the furniture. At first Mau replied to me, but now they are completely ghosting me. They also don’t have a phone number you can call — you are entirely dependent on their email support, which they reply to whenever they feel like it. I regret that we spent $1,200 with this company, because the level of service simply does not match the price — even though the products are beautiful (when/if they actually arrive). When I later looked the company up on various review sites out of frustration, I realized that I should have done that from the start — because then I would never have spent my money here.

I purchased the Mau “Alba” cat tree for about $229, and unfortunately it arrived defective straight out of the box with a visible stain inside the cave fabric. I contacted customer service and provided photos, and they acknowledged the issue and offered either a small refund or a replacement cave. Shortly afterward my home suffered a fire and the tree was destroyed by soot and water damage. Because the item had already arrived defective and a replacement had been offered, I reached out again to see if the replacement cave could still be honored. Instead, I was told I would need to purchase replacement parts (including the base) in order to receive the cave. I agreed and paid for the additional parts so I could rebuild the tree. However, when the replacement parts arrived, they did not include the hardware needed to assemble the structure. After contacting support again, additional shipments were sent, but they still did not include the correct screws. Multiple packages arrived with only a single screw, which is obviously not enough to install the support beams and attach the cave to the base. This resulted in weeks of back-and-forth emails and multiple shipments, and the issue was still never fully resolved. I even went to Home Depot myself to try to find compatible hardware, but the screws appear to be proprietary and could not be matched. At this point I have: received a defective product paid for replacement parts spent weeks coordinating shipments attempted to source the hardware myself …and the tree still cannot be assembled because the correct screws were never provided. The design of the tree is beautiful, but the replacement parts process and quality control were extremely frustrating. I would genuinely prefer to resolve this directly with the company and would gladly update this review if the issue is resolved or a refund is provided.

Total waste of money! Tree arrived with stripped bolts making it unusable. Customer service started out congenial and when I requested a new bolt, they ghosted me. I have tried repeatedly to contact them with no results. This cat tree is a lot of money and a total piece of trash. A complete lack of professionalism and integrity in the part of this company.

Had an issue with my Maupets cat tree, and Maupets helped me out even though my tree was no longer under warranty. Thank you, Maupets, for caring about my cats.

Absolutely non-existent customer service! In less than a year after spending over $200 on a cat tree, one of the levels broke of when my cat jumped down from the upper basket. They are beautiful trees, but for that kind of money they should last longer than 10 months and the company should stand behind their expensive product. I sent 2 messages with ZERO REPLY. They just lost a customer of many years. I'm done with them.

Avoid this company at all costs: while their products are pretty nice - although the cat tower did fall apart and I’m still working on that situation, the customer service basically is one person possibly a chat bot confabulatory and hallucinogenic as they continue to send out the wrong replacement parts - and this final email which has been going on since September 11 basically says that I am blind and or lying- in my efforts to get my problems addressed. Avoid them like the plague.