Review Time
Hi Everyone,The following was my experience of the Purr-Pod and the company's customer service.I purchased it on the 27/11/24. I had never bought an automatic litter box before and wanted to give it a try. I was reassured by the fact that it was an Australian company and the they offered a 90 day money-back guarantee if you or your cat werent satisifed with the product. I received it on the 5/12/24. I set it up immediately and started using litter that I had been using with my traditional litter box (Michu tofu litter). During the first cleaning cycle it emptied out about 1/3 of the clean litte with the waste. I contacted their customer service for advice. They were quick to respond and provided some tips and suggested that I change to a different litter (Freschco tofu litter), which I did. This did not resolve the problem, it continued to clear too much clean litter with the waste. The product also didn't clean all the waste and when it rotated to perform the clean cycle it would cause the clumped waste to smear all over the inner drum. In the end I was scooping waste. I stopped using the product on 16/1/2025 and emailed customer service to initiate the return process. Between the 16/1/25 and 5/2/2025, I wrote them 16 emails requesting that they honour their 90 day money-back guarantee and initiate the return process. I had to tell them I would be informing the ACCC and writing a honest review before they agreed to the return. They finally agreed to the refund.During the multiple emails they did the following things:- Asked me for photographic evidence of the issues I had encountered with their product. There is nothing on their website to state that you need to do this to return the product. I had to point this out to them.- Deleted the email chain when they responded to my emails. I'm not sure why they did this. - Initially, would not answer direct questions that I asked them pertaining to the return process and insisted that they wanted to work with me to troubleshoot the issues.- Suggested that the issues I was having were due to me using an incompatible litter. I forwarded my previous emails with their customer service to show that I was using litter their company had recommended. - Offered me 12 months free litter bags to keep using the product and continue troubleshooting it.- When I requested they pay for my return postage to make up for how long it took to initiate the return and that they had not honoured the promises made in their 90 day money-back guarantee, they stated they couldn't do that but offered to send me a complimentary Purr-cloud. I have not received this.If you are in the same situation I encourage you to be persistent and continue to ask for what you want. I would not recommend this product to anyone.
This product is just terrible, and so is their customer service. It doesn't work and is a pain to clean. They'll find any excuse, like a paper litter-level tag coming off or minor scratches, then say that it's not under warranty. Complete waste of time and money. I even bought the extended warranty. What a scam. Consumer watchdog should look into these criminals.
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