Vie R.
They charged me without me consenting
The litter was not working for us. I tried to cancel subscription but it wouldnt let me. So i flagged their charge on my cc. My cc kept declining and I got emails from this company asking to add new cc and manage subscription. I took no action assuming that I got rid of them. Suddenly, they accessed a different credit card that may have been in the file despite the main cc being declined and me not changing anything. I got charged on a Saturday when they are closed. I cancelled once again on their site and noticed that the order was awaiting shipment. I called them first thing on Monday when they opened. They refused to refund my card or cancel shipment although it was not shipped. When i asked how did they get hold of different cc and still charge me despite me cancelling this subscription, they kept denying the 2 emails I got in 2 weeks span showing that my cc was declining them payment. Their customer service is most terrible and I would not recommend them. When supervisor, Jin or Jinny came on line, she told me that it is natural and general policy that if they cant charge one cc they will charge another cc without consent and she added "i guess you dont understand". When i asked for terms and condition that i would have signed for this general policy of them abusing my credit cards - she gave me an ultimatum whether I want issue resolved or continue to get these details. Further to the reply below: While I was with you for 3 years, we had a very few deliveries. It was not working due to this litter being spread around the house a lot; but, as soon as we added a kitten, it got worse. In terms of canceling subscription, I tried to cancel in December but the system kept glitching. Once that occurred, I called my cc and told them to flag any charges from your company. Your company sent me 2 emails in January indicating that payment was declined. Then your company went and found a secondary/temporary card I had used on the file once - this card was not assigned for regular payment. I never signed any contract with you to take payments from any and all of my cc. Companies dont have right to access all my cc if they are not attached to subscription. Furthermore, given all this was occurring, onus is on you to figure out how to not charge me for the order I did not actively pay for but you went in round about way to charge my different card. Your company did this on a weekend when your office is closed. I called the moment your office opened to cancel but you guys decided it was shipped and nothing can be done. We are not located at the same address anymore, you are now charging us for an order sent to wrong address and have fraudulently charged a different card.
Response from PrettyLitterJan 22, 2024
Hi Vidhi. We’re so sad to lose a legacy customer like you! Thank you for letting PrettyLitter be a part of your household for the last 3 years. You mention a decline in litter performance over your 13-order tenure with us. We’re sorry to hear this. We'd be happy to connect you with a product specialist to assist with litter tracking tips should you ever decide to give PrettyLitter a try in the future. Most card issuers participate in automatic card updates. This is managed between the payment processing systems and your card’s network or bank. Regarding inactive payment methods due to billing errors, holds, etc., this does not automatically process a PrettyLitter cancellation unfortunately. If the service is no longer needed or wanted, best practice is to cancel your subscription in line with our service terms either through your customer portal or by contacting our support team before your next order is scheduled to process. At this time, we can confirm your subscription has been cancelled so you should not receive any future billing or deliveries from today. We have put in a request to have your most recent order cancelled or rerouted and await confirmation from the warehouse – we can’t commit edits or changes to existing orders, but we’ll do our best! If your order does ship, it is still eligible for return within 14 days of delivery for refund. It looks like one of our senior team members is already in touch with you directly to provide a return label in the event any return shipping is needed. We’ll have an update for you shortly!