rula
Overpriced, Terrible Post Purchase CS
Not too shocked I'm the first to review Mau Pets on Trustpilot as they seem to be in the habit of removing all traces of negative reviews from the internet & on their own site. In July of '24 I bought their Ivy tree at $400 + tax based on all the rave 4/5 star reviews - many people since have reported leaving 1 or 2 stars that Mau Pets simply didn't publish - dishonest much? The tree clearly looks nice but was more wobbly than I expected for its price point. The cushions are nothing more than 2 pieces of thin fluffy fabric with zero padding, not even cheap pillow stuffing. Returning it felt like a major headache & I decided not to against my better judgment. Today at the 15 months mark the baskets are starting to look frayed and the wobble had gotten much worse to the point that I now lean it against a wall to steady it for my 18 lbs Bengal. BUT, after washing the white "cushions" a couple of times they started to look a bit icky, lost all fluff & replacing them is a whopping $100, a quarter of the price of the tree. I contacted CS to express concern (NOT to get free ones!) only to immediately be lectured that I must've not followed their unrealistic washing procedures: ONLY wash on coldest setting then spend time stretching the fibers in the hopes of getting the original look back. except life happens, cat recently had surgery for an abscess that burst & cold water won't remove blood stains, nor will it handle regular everyday dirt, or a more serious situation like fleas where bedding must be washed in HOT water. A major design flaw, that must be replaced at an overly inflated price. An overpriced wobbly tree that's rarely used by my cat now looks dingy too. The CS rep only wanted me to spend MORE but wouldn't stand behind the quality of their product - cheap, and in need of frequent pricey parts replacements.