Jake B.
Unclear site design and frustrating customer support
The design of their subscription-based service is incredibly confusing. After ordering my first order I attempted to cancel my subscription, which I did. However, the site never displayed my initial order as still being shipped, in fact, it displayed the ORDER STATUS as 0. With this information, I assumed I had canceled my original order, and proceeded to renew it. With all this confusion, I reached out to customer service to confirm I was only getting one order MINUTES after I ordered on their site. Responding 3 DAYS later, I'm told I made two orders instead of one, and it's TOO LATE to cancel the order or get a refund, costing me an EXTRA 71 DOLLARS. I haven't received the cat-litter yet, but I have never had to navigate through such a confusing, poorly made, and deceiving subscription service before, especially one that costs this much. Be careful when buying this product. EDIT: I'm now bumping this to 3 stars. The product is good and I'm satisfied with the company's refund to us. However, my point still stands on their confusing site design, and I shouldn't have to publicly complain for my issues to be properly remedied by customer support. Hopefully, they can prevent these issues with future customers through improvements in site design and customer service. Pier + Jake,
Response from PrettyLitterMar 6, 2024
We appreciate your feedback, Jake & Pier. Fingers crossed that our health-monitoring litter hopefully leaves a more positive impact on your home and kitties than your checkout experience. We are sorry to hear our website didn’t offer the ease and reliability intended for new PrettyLitter parents in managing your subscription. We’re sharing your testimonial with our web team to keep the conversation going there. Please note that we can’t guarantee an order can be canceled from our end once it’s been placed, but we’ll make every attempt with our partnering warehouses. We can confirm, from your support ticket history, that your second order which was placed erroneously is indeed return/refund eligible within 14 days of delivery. We’d rather not pester you with the hassle of return shipping at this stage, so we invite you to keep this order complimentary to enjoy or share with a fellow cat friend or parent in need. A refund in the amount of $71.19 CAD is already in process and should return to your card or statement within the next 5-7 business days. We can also confirm that your subscription, at this time, is canceled which means you are not scheduled to receive any future deliveries or billing. You’re all set! One of our senior team members will be reaching out to you directly in case additional support is needed. Speak soon!