Review Time
I was given the litter box as a gift. I was a bit skeptical about such a technical approach to a simple task but eventually warmed up to the idea. I set it up, it took several days, but my cat started using it. I could see how it should work but for some reason, no matter how hard I tried to secure the waste bag in place, there was always a mess at the back of the box. I cleaned it quite regularly. In addition, it appeared that there was a lot of packed litter collecting in nooks and crannies of the box. I decided to thoroughly clean it. I read the manual and watched a video. Unfortunately, the rake would not move as it was supposed to so that I could get the tray out to clean everything. I finally reached out to Chillx customer care. NO RESPONSE. I tried again...NO RESPONSE. The box got shelved in my garage for six months. I decided to try again. I recently sent Customer Care three messages outlining my issue. Even though (after the second attempt) I told them I was about to write a bad review they still did NOT RESPOND. I simply do not understand how they can stay in business with such poor (nonexistent) customer service. I would absolutely not recommend purchasing anything from this company.
This auto cat litter box is disgusting! Your cat will toss litter all over the gears and track the rake uses to rake the poop out. Then if it isn't solid, there will be feces stuck on the rake and between the tines. To clean this properly will take a couple of hours to disassemble/reassemble about once a month. It stopped working after 3 months, contacted support, they asked for a video of it not working(lol), I obliged and explained there wasn't much to see other than be pressing the touch screen and nothing happening. They responded that my case was escalated to a manager and they would be in touch 24 hours later, That was 3 weeks ago. I doubt it will ever be replaced nor fixed, I'll just gut it all except the pretty blue light and have a basic litter box with a nightlight for my $300+ spent.I did receive a copy/paste response that they will replace the unit but I'm responsible for shipping both ways. At $130+ I'm not going to waste any more money for a product the company won't stand behind. Less than 3 months working, pure garbage and no sence of what customer service should be.
I contacted Chillx customer support to notify them that my automatic cat litter box was no longer working, and unable for my cat to use, even as a normal litter box. I notified them that the box was used "residentially", as was stated in their warranty, and the team asked many individual questions rather than having me evaluate the potential issue in one go, making the entire resolution process take longer than necessary. The representative tried to offer me a reconditioned (refurbished) unit, after I had purchased a brand new Egg. By June 21st the representative said my option was to return the egg, at my cost. I informed them that was outrageous and I would not pay (as stated on their website) 60-170 additional $. In place of returning the egg, they send me a replacement motor. When replacing the motor (based on their instructional video), I discovered a design flaw. The wire that powers the motor and therefore the cleaning of the egg, was completely severed - by their own designed clamp (unable to be touched by me or my cat.) Since this egg is ~400 brand new, I would expect them to back their own product. Their warranty states you can "return the chillx" within 30 days for any reason, however their 12 month warranty states they will only send you a new egg if there is a "defect". If they design their own product poorly, there is absolutely no reason that the customer needs to shoulder that flaw. Their support team is embarrassingly brief and dismissive of customer concerns. there has been zero empathy displayed from the numerous representatives I have spoken to, and no admittance of fault, even when I showed (the very same) images of the wire being severed. their only answer, given the circumstances, was to send me another (likely defective) product.
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