catgenie.comReviews of catgenie.com

Terrible Customer Service and Poor Product Quality from CatGenie I recently purchased a Cat Genie Smart Litter self-washing box from CatGenie and I have had an absolutely terrible experience with this company. First and foremost, the product quality is extremely poor. After just a few uses, the washer on the hopper rotted away, rendering the entire unit unusable. When I contacted CatGenie's customer service department to order a replacement part, I was shocked to be asked to provide proof that I am buying supplies from them. I registered my unit with them and I am willing to pay for the spare part kit, so I do not see the reason for such an invasive request. Their policy makes no sense and does not reflect the principles of good customer service. Furthermore, when I asked where it states on their website that customers need to provide proof of purchase in order to buy replacement parts, I received no answer. When I asked to speak to a manager, I was told that managers do not take calls and that I should email instead. This is the worst customer service I have ever experienced. I paid over $550.00 for this product and now I am being denied access to replacement parts that I need. I strongly advise anyone who is considering purchasing a Cat Genie Smart Litter self-washing box to think twice. Not only is the product itself not up to standard, but their customer service is appalling. In addition, be prepared for the mess and inconvenience of cleaning blockages, which they don't warn you about until it's too late. Overall, I am extremely disappointed and angry with CatGenie. Their poor product quality and terrible customer service have made my experience a complete nightmare. Save your money and look elsewhere for a reliable self-washing litter box.

Great product but horrible customer service. I emailed about a faulty cartridge and customer services refused to discuss anything unless I call their phone line. When I told them that I was hard of hearing, they told me to have someone call. Incredible. They then decided to ban me because I used a foreign credit card and therefore assuming that I am not in the US. All the while never asking about the fault or where I am. I’ve been a customer for close to a decade but not anymore. Customer service is insulting, presumptive and completely uninterested in helping. What’s more, there are plenty forums discussing faulty cartridges. This isn’t an unknown issue. It’s a shame, I like the product but you’re on your own with cat genie if something goes wrong.

I have 5 catgenies, but the company in the UK that sells the supplies for the catgenie has failed to survive in the UK, I contacted the mother company catgenie in the USA trying to buy supplies, but after thinking that I had succeeded they passed it off to another country in Europe and they said that the transaction cannot take place! I have not purchased many things from the USA but have managed to, so this scuppers me, every catgenie bought in the UK is worthless, because without supplies the catgenie is worthless, more £2000 down the drain, I shall never buy products from the USA again. Worthless product

Been a customer for something like 20 years and recently had a bad cartridge; would not work in either of my units. When I contacted them to get a refund they insisted I had to go though their script and disputed that a cartridge COULD be bad. Wow - I would love to know how they made a 100% defect free manufacturing process. So the long and short is they refused to refund the cartridge unless I wasted a lot of my time on the phone. For $19.95 this was not worth my time - which I am sure they were counting on. As a LONG time customer this seems like a totally wrong approach to customer loyalty.

I bought this a few months ago, and things worked really well after a short adjustment period for the cats. A couple nights ago, it errored out, and I followed your instructions. Nothing will get the unit working again, no lights come on or anything - it is 100% dead. However, things happen, products break. A company is rated by their customer service. So I looked up your website, and it was after hours - no big deal, I will call first thing Tuesday morning. I call Tuesday morning, and they were closed for election. Strange, but whatever, offering customer service 7 days a week, days need to be taken off. I call first thing Wednesday morning, and get a voicemail recording telling me to leave a voicemail, and that action will create a support ticket. The wait time is 1 hour 39 minutes. Ok - wow - thats a long wait time, but at least they don't make you wait on hold (or even give you the option to). 4 hours later, no callback. Call and leave another voicemail - same thing. No response. A litter box is a bit of a problem to have such poor customer service.