Review Time
This product is completely inadequate and feels like a scam! I regret my purchase, as I find myself cleaning it multiple times a week, sometimes daily. The design of the mat is flawed, leading to leaks and messes. I even bought a second mat, thinking the first was defective, but it was the same. The product's size is inadequate, and it does not meet my expectations at all.
Terrible review of service and water fountain.I purchased the $170 water fountain that was on sale because I liked the fact that if there was a power outage there would be no affect to my cats water if I’m not home. I still had to plug in the unit because the settings of continuous water only works when plugged in. I found the fountain to be extremely loud and like a form of torture with the constant dripping.I launched an email conversation with them to start the refund process. They wanted to trouble shoot the leak, by me sending a video of the fountain working and making noise. They told me that I should move it to another part of my house. Because I live in a one bedroom apartment this is not possible. They finally agreed to the return and gave me the address for return. I had to have everything that was given in the box (including cardboard, brush for cleaning/ tweezers. Everything) which luckily I had kept. I had to clean it to new and return in new condition. I had only had it a week so that wasn’t a problem. Returned the item via Australia Post, sent them the shipping details and tracking number. The item was returned to their warehouse two days later. I set up a notification through the Australia Post app so I knew when they had received it. I have since followed up over 6 times. They say the item is not received at the warehouse and they are unable to find it. It was sent almost a month ago, confirmed delivery and now lost on their end. They said I might have sent to the wrong address or the wrong name on the address. Which I used exactly what they provided me. They now have the perfectly cleaned water fountain back and also my $170. I guess I can see why they you are unable to see any google reviews. They are a scam.
I share the concerns about customer service here. I'm still waiting for a refund for a product I returned months ago. The item was not delivered as quickly as advertised, and after initiating a dispute, the product finally arrived. After a trial period, I decided to return it, but the company did not process my refund as promised. They delayed confirming receipt of the returned item, and now they won't respond to my follow-ups. Proceed with caution!
The machine became faulty after 6 months, tipping soiled kitty litter through the machine and all over the floor. Customer service has been woeful. It has been months of back and forth, and they only offered a replacement silicon liner which has never arrived, 2.5months later after their last email.
I tried to get a refund and return it within the 90 day guarantee and they ignored me. It is difficult to clean and whilst cleaning it the grey flap that keeps the waste in snapped. It took them three months before I got the part and three months where I couldn’t use it. I only recently started using it again and it is not cleaning properly, the layers of litter allowed is not deep enough to stop the wet litter from sticking to the bottom resulting in a smelly litter box. I changed to tofu litter as suggested with no better results. To top it off the waste compartment flap often pops open by itself whilst rotating and then the litter box stops and if I sm not home the poor cat does not have enough litter to scratch around. Don’t waste your hard earned money . I do not recommend it.
Do not go near this company. These boxes are just a generic box they renews and sell as Australian owned. Once you purchase you will never get the support you need, nothing will be their fault and everything will break and smell. I had to battle through PayPal to get my money back. Worse experience out. They also took 6 months to fulfil the original order. STAY AWAY
I would agree with the other 1 star reviews on here. So bad in terms of meeting its promises as to feel like it's a scam. Avoid. Currently trying to get them to meet their obligations under consumer law but finding that the simplest option is to ignore their returns process which seems designed to mire you in meeting their invented conditions of return and confuse you out of simply submitting a chargeback through your bank or small claims court. Both very likely to succeed (keep records) and do not require you to be gaslit into thinking you need to jump through all their hoops. Australian consumer laws are stronger than the promises PurrPod makes about how you will get your money back thru them (you might but it will cost you and they will make it hard for you). They do not meet their promises, let alone consumer protection standards. Telling you to clean and sanitise it (when it makes itself filthy) which will wash off a tiny sticker, and then making you pay to return it only to say, "you have washed off the tiny sticker, no refund for you" is just one example of how it goes down. This company has only been around since Aug 2024, and appears to be making it up as they go. For the first few months (when I bought one) it was the PurrPod Litter Robot. This was on their site, the order etc. What was delivered was neither PurrPod or Litter Robot (totally different company) but a cheaply sourced unit available on Amazon and Alibaba called a Smart Cat Litter Box. Litter Robot may have ceased and desisted them, because all Litter Robot references are gone. Too late for anyone they successfully confused. By offering a 90 return guarantee they both make a false promise ("no questions asked") and confuse many into thinking buyers must follow all their rules. YOU HAVE 12 MONTHS by default. Start a return with them but don't send it to them at your expense. If you are still looking, look elsewhere, do not purchase a PurrPod anything.
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