RobotShopReviews of robotshop.com

Response from RobotShopAug 19, 2025

We’re very sorry to hear about your disappointment and truly regret the inconvenience this has caused. What you’ve described is not the level of service we aim to provide. If you may please reach out to us at [email protected] with the subject line containing your order number and the word Trust Pilot, we will definitely investigate this issue more profoundly and work on a resolution for you. Thank you for bringing this to our attention.

Response from RobotShopJul 22, 2025

Hallo, wir verstehen Ihren Ärger und möchten uns aufrichtig für die Situation entschuldigen. Zur Erinnerung: Ihr ursprünglicher Garantieanspruch wurde fristgerecht eingereicht. Wie jedoch bereits in unserer Nachricht vom 4. April erwähnt, benötigten wir weitere Informationen (insbesondere die Seriennummer), um Ihre Garantieanfrage bearbeiten zu können. Da wir über einen Zeitraum von mehr als drei Monaten keine Rückmeldung von Ihnen erhalten haben, ist die Garantie leider am 10. Juli abgelaufen. Wir sind stets bemüht, einen schnellen und effizienten Service zu bieten, aber dieser setzt auch eine gegenseitige Kommunikation voraus. Im Sinne der Kundenzufriedenheit sind wir dennoch bereit, Ihnen aus Kulanz kostenlos die benötigten Ersatzteile für Ihr Gerät zur Verfügung zu stellen. Lediglich die Versandkosten wären von Ihnen zu tragen. Wir werden die weitere Kommunikation über unseren üblichen Prozess fortsetzen. Freundliche Grüße, ______________________________________________________ Hello, We understand your frustration and sincerely apologize for the situation. As a reminder, your initial claim was indeed submitted within the required timeframe. However, as mentioned in our message dated April 4th, we needed additional information (specifically the serial number) in order to process your warranty request. Since we did not receive any response from you for over three months, the warranty unfortunately expired on July 10th. We always strive to provide fast and efficient service, but this also relies on mutual communication. In the interest of customer satisfaction, however, we are willing to make a goodwill gesture: we will provide the necessary replacement parts for your unit free of charge. Only the shipping fees will remain at your expense. We will continue to communicate through our usual process. Kind regards,

Response from RobotShopJul 21, 2025

Bonjour, Nous sommes sincèrement désolés d’apprendre votre déception concernant votre expérience avec notre service après-vente ainsi qu’avec le produit que vous avez acheté. Veuillez accepter toutes nos excuses si les solutions proposées jusqu’à présent n’ont pas répondu à vos attentes. Votre retour est très important pour nous, et soyez assuré que nous comprenons parfaitement votre frustration. Notre technicienne vous avait informé que le problème que vous rencontrez était tout à fait inhabituel. C’est pourquoi elle vous a proposé plusieurs solutions, dont le remplacement du globe ainsi que du revêtement du bac. Malheureusement, ces interventions n’ont pas permis de résoudre le problème. Suite à vos échanges, nous avons suggéré l’option du ruban adhésif double face ainsi que d’observer le comportement de votre ou de vos chats, dans le but d’identifier l’origine du problème plus précisément. Nous vous présentons nos excuses les plus sincères si cette dernière suggestion a pu être perçue comme une remise en question de vos animaux, ce n’était absolument pas notre intention. Soyez assuré que nous prenons vos commentaires très au sérieux.

Response from RobotShopJul 21, 2025

Hello, Thank you for sharing your concerns, and we sincerely apologize for the frustration this situation has caused. Please allow us to clarify a few points. While we did have the item in stock at the time of your order, we use third-party shipping partners, including Stallion Express, to help optimize shipping logistics. This can occasionally cause confusion with tracking updates, especially when the package is in transit between our warehouse and the final postal carrier. Although your tracking number was generated promptly, there can sometimes be delays in USPS’s system reflecting the movement of the package, particularly during the handoff process from the partner carrier. We understand your concern about the origin of the product. Rest assured, we only source genuine products from authorized suppliers. The use of Stallion Express as a logistics partner does not affect the authenticity of the items you receive. We regret that this experience led to your dissatisfaction. Our team acted in good faith throughout this process, and we were simply awaiting confirmation from the carrier before processing further action.

Response from RobotShopJul 15, 2025

Dear Claudio, Thank you for taking the time to share your feedback, and we sincerely regret the disappointment this situation has caused. We understand how disheartening it was to receive a shipping confirmation shortly after submitting your cancellation request. Your order was placed late in the evening and processed early the next morning by our European warehouse—before our Customer Support team began their business day. Our team works hard to process and ship orders as quickly as possible to ensure timely deliveries. However, in this instance, the timing of your request and the speed of fulfillment unfortunately made it impossible for us to cancel the order before it was shipped. Please know that we are actively reviewing how we handle cancellation requests that come in outside of business hours to help prevent this from happening again. As a gesture of goodwill, we’ve offered you a 7% discount code should you wish to place a new order, and we would be happy to assist you with a return if needed. We value your feedback and your business, and we hope to have the opportunity to better serve you in the future. If there’s anything further we can do, please don’t hesitate to contact us directly at [email protected]. Warm regards,

Response from RobotShopJun 13, 2025

Good Day Mr. H Pinho, We’re truly sorry to hear about your experience and the disappointment this has caused. Please know that your satisfaction is very important to us, and we take all customer concerns seriously. We can confirm that we’ve located your original purchase for the Litter-Robot 3 (RB-Ltr-75) made in October 2022, which includes a standard 2-year warranty. As noted, we’ve already provided support and processed warranty claims in March 2023 and again in January 2024. Regarding the extended 3-year warranty, we have not been able to locate this in your current account. It is possible that it was purchased under a different name, email address, or through another channel. For this reason, we kindly requested a copy of the invoice or any documentation showing the extended coverage. This is a standard procedure for warranty verification, especially when it is not visible in your account history. To avoid further delays and confusion, we are continuing this conversation through your open support ticket #1056398, where we will share all invoices and records we currently have on file. We sincerely apologize for any inconvenience and appreciate your understanding as we work together toward a resolution. Best regards,

Response from RobotShopMay 30, 2025

Bonjour, M. Bernard Un grand merci pour votre retour positif ! 🌟 Nous sommes ravis d’apprendre que votre machine fonctionne parfaitement et que vous êtes satisfait(e) de votre expérience avec notre service après-vente. Votre confiance et votre satisfaction sont notre plus belle récompense. N’hésitez pas à revenir vers nous si nous pouvons vous être utiles de nouveau. Avec toute notre reconnaissance, L’équipe RobotShop

Response from RobotShopMay 26, 2025

Hallo, Wir verstehen Ihren Unmut und entschuldigen uns aufrichtig für die entstandenen Unannehmlichkeiten. Wie bereits mitgeteilt, haben wir Ihnen geraten, den zusätzlichen Artikel zu entsorgen, da eine Rücksendung aufgrund der hohen Versandkosten nicht vorgesehen ist. Es tut uns leid, dass diese Lösung für Sie nicht zufriedenstellend war und dass Sie keine Rückmeldung auf Ihre letzte Nachricht erhalten haben. Das war keinesfalls unsere Absicht, und wir danken Ihnen, dass Sie uns darauf hingewiesen haben. Wenn wir sonst noch etwas für Sie tun können, zögern Sie bitte nicht, uns zu kontaktieren. Mit freundlichen Grüßen RobotShop Kundenservice