ETA: I posted the same exact review in the “Popur Official Launch Group.” Last I checked it was pending review, now I cannot find the group at all. They must have blocked me. Shameful. Any company that cannot handle feedback and censors voices is an F in my book. Blocking & silencing product owners instead of addressing their issues, makes Popur look like commie.
“My Review of Popur S7 and Popur Customer Service. BLUF - I do not recommend Popur to others nor would I purchase anything from them again.”
I own five LR4s, but was in need of an open top automatic litter box because one of my Maine Coons decided to stop using the LR4 and has been going outside of the LR4. So I’m having to use a regular litter box for her.
After seeing several Popur ads across all forms of social media, I decided to give the Popur S7 a try and I order two S7s, one for myself and one for my S/O.
Significant issues experienced:
1. The app just does not work. Not even with the so-called perks Popur advertises the app to have.
2. Software updates do not actually fix any issues.
3. It seems as if though software updates are pushed out without working through any bugs and Popur should really consider spending more of their money on the product and app vs. on advertising.
4. The S7 does not actually track different cats coming in nor weigh them as advertised.
5. I could not open the waste bin from app even though it’s listed as a feature. Had to unplug the S7 and manually open the waste bin each time.
6. The S7 frequently disconnected from WiFi.
7. The S7 does not level the litter level properly after a cycle. Tried recommended troubleshooting, issue remained.
8. While the cleaning cycle was quiet the first week, after that it became extremely loud and could be heard across the home. It sounded like something was breaking.
9. Mod/Admins of the official launch support group are censoring and deleting posts from other owners. There have been many instances where I’ve replied in posts, citing I have the same issue and/or I click on “get notifications for this post” and those post are no longer in the group. This comes across as shady to me and screams lacks of transparency.
10. I did not realize the company is not actually based in the USA and that the Popur is made in and shipped from China. I typically do not like purchasing things that are not made in the USA, but will make exceptions if the reviews show the product is consistently highly rated.
11. I did not like that there is no phone number to call like Whiskers has. When I did not get answers to questions submitted by email to Popur, I DM’d them here on Facebook. I was told their email was experiencing “glitches” and to utilize DM for questions.
12. Reading experiences from other Popur owners that Popur customer service was telling them to wait for software updates to fix issues, but never did, making their 30-day return window run out, left a sour taste in my mouth for this company, but I wanted to keep giving it a try.
13. Extra waste bin bags ordered from Popur were hard as a rock and would not properly sit flat in the waste bin, causing errors when the sifter attempted to dump used litter.
14. Clumps that the sifter does not move to the waste bin. Experienced this issue, several times, regardless of the type of litter used. After having to manually clean the S7 three times, I finally gave up and initiated a return.
15. Upon initiating the return within the 30-day return window, I found Popur customer service to be very rude and unprofessional.
PLEASE NOTE: if you plan on returning an X5 or S7 Popur requires that initiating the return AND making the return must be within 30-days. Which seems somewhat odd if someone initiates a return on the 27th-29th day and has to wait until Popur reviews the request, makes a determination on if they approve the return, and then provide a prepaid label. That of course takes a few days. They then conveniently call it an “out of policy” courtesy refund.
16. Popur charges a 6% “finance fee.” This is not a restocking fee, or cleaning fee, which are explicitly excluded in their return policy. Popur’s return policy states, “All refunds—including cancellations and returns—are subject to a 6% fee, which reflects the non-refundable processing costs charged by payment processors at the time of purchase.”
I asked Popur if they could provide more details about the “processing costs charged by payment processors at the time of purchase,” so I could better understand the fee and was told - “Return shipping cost is over $50 each even with our preferential rate.”
That sounds like a restocking fee or fee to cover return shipping, even though a prepaid label is provided. For this price point which is on par with that of the litter robot, I expect better customer service, a product that actually functions, & advertised features to work
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Popur is a consumer tech firm committed to redefining household sanitation while lessening our impact on Planet Earth. Starting with the Split Litter System (the "SLS"), Popur builds state-of-the-art robo-litters that delight both cats and humans, bringing purrenting experience to a whole new level.
What Popur pioneers today, the industry follows tomorrow. We dare to shatter the presumptions of yesterday and aspire to make useful innovations for a cleaner world. Moving forward, we'll continue creating innovative, thoughtfully crafted products that free you from everyday chores—because when your time is your own, the world's your oyster.See more
