PrettyLitterReviews of prettylitter.com

After almost a year as a loyal and happy customer, I sadly no longer trust this company to deliver their product. After feeling like the deliveries were often not on time, and speaking with a helpful customer service person through the chat, we agreed it might be better to order every three months instead, and 2 bags a month instead of one. In October I changed my order but it was completely screwed up. I noticed the one bag subscription was not cancelling, and the three month one wasn't starting until next January so I contacted the live chat again for help. After a very long conversation he was finally able to cancel the one bag and said he would issue a refund for it, and the 6 bags would ship immediately. The next day we received one bag, again. I had received an email confirming the refund, so I assumed it was the first of the rest of my larger order. We waited, until finally after a month it was obvious no other bags were arriving. I went online to check my account and saw that the order of 6 bags appeared as though it had shipped on Oct 28, and the next shipment wasn’t until January. I contacted customer service immediately. I was told there was nothing they could do because it had been more than a week since that one bag had arrived, and they could not track or find out about the remainder of the order. This seems crazy because surely they can contact FedEx and enquire?! When I questioned the one bag order, which was supposed to be refunded, with no trace of refund on my credit card, I was told they could see that it didn't go through and (without apology) said they would process that today. But they still refused to take responsibility for the missing order or bags never received. With no recourse for finding out what happened to the shipment, I am now out $200 and also out of kitty litter! Super frustrating in a world where online shopping should be easy, convenient and safe, I feel none of those things. I told them I would be cancelling my subscription after almost a year as a loyal customer, and I was told that’s fine. The best suggestion they gave me was to chase the matter up with my credit card company, claiming it as fraud for not receiving goods.The customer service person was very friendly, but could offer me zero help at resolving this. Needless to say, I don’t feel confident in continuing my subscription. What would have been helpful would be to take responsibility for their delivery, let me know it will be investigated, have the company pursue FedEx to find out where this had gone, and in the meantime send me a bag of litter to tide me over until it got resolved. I often leave reviews when I am happy because I personally read reviews to decide if I can trust an online experience. This is the first negative review I have ever written, because honestly, I have never had such an awful experience! I am sincerely hoping it was a one off and the company takes responsibility, although from other reviews I can see others have had shipping issues too. Very frustrating.

Absolutely amazing and helpful customer service!

Order got shorted on delivery. Hit the Pretty Litter Help Tab and was on my way to a successful solution. Been a Pretty Litter customer for several year and will continue for years to come. Well done Enil

Pretty Litter is a great product (and I've tried almost every brand out there). I love how it alerts us to possible health issues so we can help our kitties before they become too sick. Today I chatted with Jeff, who helped me with all of my concerns regarding updating my account. He went above and beyond to keep me very satisfied.

This litter SUCKS in regard to deodorizing (which let's face it: that's the point of litter) I bought this for my cat because I loved the health monitoring aspect- SO disappointed I spent the money on this bc it is NOT cheap. I live in a 1500 Sq ft condo- one three month old cat on expensive food that actually makes her poo not smell all that badly- I'm a "scoop every poop" kind of owner bc I WFH... let me tell you, I can smell her poop from one end of the house to the other. I've never had a litter be worse, I feel like using literal dirt would be more deodorizing than this litter. It does NOT clump so I've had to give her dozens of foot baths bc she winds up walking in her urine. It also gets EVERYWHERE- definitely not a low-tracking litter. I found myself sweeping my whole house 3 or 4x a day because of this. I'm soo disappointed in this product- I was looking forward to using this for her lifetime. I went to Walmart & bought $17 litter: NO SMELL, zero litter all over my house- so I know it's not my kitten or me causing the issue. I feel like this litter would be good if your cat has had surgery or incessant health issues- but other than emergency situations do not waste your money.

Friendly service Very helpful

There was an error in the delivery. I was actually sent four boxes instead of one. Customer service was great the answered my question quickly and resolved a solution that worked for both of us.

Joe went out of his way to accommodate me and keep me as a Pretty Litter customer. After several and I do mean several emails, he finally convinced me to stay. Way to go Joe!