Sarra H.
Beautiful design, but defective product and unresolved replacement process
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.