els petReviews of elspet.com

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1.9/ 5

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359 reviews

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About els pet

Els Pet is a leading pet care company committed to delivering top-notch products and services for pet owners and their cherished animals. Founded with a deep passion for animal welfare, we specialize in a diverse array of pet supplies, including innovative smart litter boxes and essential grooming items. Our mission centers around a dedication to pet innovation, creating solutions designed by real pet parents to address everyday challenges. By choosing Els Pet, you’re investing in a cleaner, healthier, and more enjoyable living environment for your entire family—what we like to call "innovation with purpose."At Els Pet, we recognize that pets are integral members of the family. This understanding drives us to source our products from reputable manufacturers who share our commitment to quality and safety. Our experienced team is always available to assist customers in finding the perfect solutions tailored to their pets' specific needs.Beyond our comprehensive product offerings, we also share expert insights on pet care, training, and nutrition through our blog and social media platforms. By providing these valuable resources, we empower pet owners with the knowledge they need to make informed choices.Our online store is thoughtfully designed for a hassle-free shopping experience, featuring prompt shipping and outstanding customer service. We believe that every pet deserves the very best, and we aim to be your trusted source for all your pet care requirements.Select Els Pet as your reliable partner in your pet care journey and become part of our vibrant community of passionate pet enthusiasts today!

els pet (elspet.com) has 359 customer reviews on The Fair Hearing, with an average rating of 1.9 out of 5.

Also known as: elspet.com
Website: elspet.com
Category: Pet Stores
Listed on The Fair Hearing: 2026

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Oct 5, 2024

Expensive mistake, avoid at all costs

Bought the automatic litter tray on recommendation of a friend who was recommended by another friend as a result I did not check the reviews. So i’m closing the stable door after the horse has bolted. The space litter tray looks amazing and when it works is great in principle. But it broke in two weeks, firstly the WiFi stopped working, without which some operational parameters cannot be configured easily, plus you lose notifications which are critical to managing the device especially when you have four cats. During the tedious diagnosis with customer support involving videos (which they don’t appear to watch because they request the same ones over and over - this suggests more than one person is involved in the email replies), the rake stopped working, even with no litter in the tray. To return a faulty item they want $150 shipping fee, $80 cleaning fee, $60 restocking fee and this morning they now want an additional 5% labor commission and service charge. How is it possible when UK sales regulations say that faulty goods when returned to the manufacturer is shipped at the manufacturers expense? I’m going to try a chargeback because I believe I have been reasonable and done my best to resolve with the seller (22 pages and counting of emails). My fear is that I have bought possibly one of the most expensive, if cool looking manual cat toilets because that is how it’s going to end up. Btw worth mentioning that I bought the expensive Tofu cat litter and Bentanite cat litter and mixed appropriately but the rake still sticks every third time (as it did with no litter in the tray but I wanted to play the game with the seller). Even if the rake sticking could be resolved without the wifi it’s a semi-automated litter tray, a very expensive semi-automated litter tray.

By Jamie D.

Response from els pet· Oct 9, 2024

Dear Jamie Drury, Thank you for sharing your experience with us. We're truly sorry to hear about the issues you've faced with the automatic litter tray. Your feedback is invaluable, and we understand how frustrating it can be when a product doesn’t meet expectations, especially when it involves multiple pets. We apologize for the inconvenience caused by the WiFi connectivity and the challenges you encountered with customer support. This is not the level of service we strive to provide, and we appreciate your patience throughout the process. Regarding the return fees, we understand your concerns about the charges and the UK sales regulations. We will investigate this matter further to ensure that our policies align with customer rights. We want to make this right for you, and we encourage you to reach out to our customer support team directly at [email protected] so we can assist you further. Your satisfaction is important to us, and we hope to resolve this issue promptly. Thank you for your understanding, and we appreciate your feedback as it helps us improve our services.

els pet reviews

Showing 247 reviews with 1 star · Clear filters

Oct 9, 2024
My litter box hasn’t worked properly…
My litter box hasn’t worked properly since I received it and customer service is terrible. A waste of money!
By Brandy B.
Response from els pet· Oct 10, 2024
We feel so sorry for any inconvenience caused to you. Please drop an email to us at [email protected] with your problem and order number, we would also appreciate it if you can assist us by filming a video demonstrating the specific problem again. This will enable us to accurately assess the issue and provide a more targeted solution.
Oct 9, 2024
DO NOT WASTE YOUR MONEY
Totally Rubbish, run by Chinese not in UK. You can only contact them via email and it's like a robot customer service mostly copy paste pattern. They won't let you return the product no matter what ! 90 days return is totally a lie.
By Wanwisa R.
Response from els pet· Oct 10, 2024
We feel so sorry for any inconvenience caused to you. are you willing to tell us your order number? we will help you check the detailed information.
Oct 5, 2024
Expensive mistake, avoid at all costs
Bought the automatic litter tray on recommendation of a friend who was recommended by another friend as a result I did not check the reviews. So i’m closing the stable door after the horse has bolted. The space litter tray looks amazing and when it works is great in principle. But it broke in two weeks, firstly the WiFi stopped working, without which some operational parameters cannot be configured easily, plus you lose notifications which are critical to managing the device especially when you have four cats. During the tedious diagnosis with customer support involving videos (which they don’t appear to watch because they request the same ones over and over - this suggests more than one person is involved in the email replies), the rake stopped working, even with no litter in the tray. To return a faulty item they want $150 shipping fee, $80 cleaning fee, $60 restocking fee and this morning they now want an additional 5% labor commission and service charge. How is it possible when UK sales regulations say that faulty goods when returned to the manufacturer is shipped at the manufacturers expense? I’m going to try a chargeback because I believe I have been reasonable and done my best to resolve with the seller (22 pages and counting of emails). My fear is that I have bought possibly one of the most expensive, if cool looking manual cat toilets because that is how it’s going to end up. Btw worth mentioning that I bought the expensive Tofu cat litter and Bentanite cat litter and mixed appropriately but the rake still sticks every third time (as it did with no litter in the tray but I wanted to play the game with the seller). Even if the rake sticking could be resolved without the wifi it’s a semi-automated litter tray, a very expensive semi-automated litter tray.
By Jamie D.
Response from els pet· Oct 9, 2024
Dear Jamie Drury, Thank you for sharing your experience with us. We're truly sorry to hear about the issues you've faced with the automatic litter tray. Your feedback is invaluable, and we understand how frustrating it can be when a product doesn’t meet expectations, especially when it involves multiple pets. We apologize for the inconvenience caused by the WiFi connectivity and the challenges you encountered with customer support. This is not the level of service we strive to provide, and we appreciate your patience throughout the process. Regarding the return fees, we understand your concerns about the charges and the UK sales regulations. We will investigate this matter further to ensure that our policies align with customer rights. We want to make this right for you, and we encourage you to reach out to our customer support team directly at [email protected] so we can assist you further. Your satisfaction is important to us, and we hope to resolve this issue promptly. Thank you for your understanding, and we appreciate your feedback as it helps us improve our services.
Sep 26, 2024
Do NOT purchase anything from elspet
Do NOT purchase anything from elspet. If you have any issue, they only send automated responses. I emailed requesting a return label. I sent them photos and everything they requested previous to asking for the label. For three days now- they’ve offered me $30, $50, and $60 back but will not send anything so I can return it. Do not waste your money.
By Skylar K.
Response from els pet· Oct 9, 2024
Thank you for taking the time to share your feedback regarding your recent experience with us. We strive to provide the best possible service and products to our customers, and we are disappointed to hear that we did not meet your expectations. Your comments are invaluable to us as they help us improve our services. We would appreciate the opportunity to address your concerns directly. If you could provide more details about your experience, we would be grateful. Please feel free to reply to this email：[email protected].
Sep 24, 2024
Unit arrived as promised and looked…
Unit arrived as promised and looked great, and that's where the positivity ends. The product never worked from the start. Customer service was slow to respond and when they did, I needed to do the repairs. What they sent us and the instructions provided did not work and they continued delay in exchanging or crediting. DO NOT BUY THIS!
By Chris H.
Response from els pet· Oct 9, 2024
Thank you for taking the time to share your feedback regarding your recent experience with us. We strive to provide the best possible service and products to our customers, and we are disappointed to hear that we did not meet your expectations. Your comments are invaluable to us as they help us improve our services. We would appreciate the opportunity to address your concerns directly. If you could provide more details about your experience, we would be grateful. Please feel free to reply to this email：[email protected].
Sep 24, 2024
Shocking customer service
Shocking customer service, 90 day return is a lie. I am still trying to return after 21 days and used once. It's like new and the guarantee is a waste of time. It's now 7 months later!!!! STAY AWAY
By Leon M.
Response from els pet· Oct 9, 2024
Thank you for taking the time to share your feedback regarding your recent experience with us. We strive to provide the best possible service and products to our customers, and we are disappointed to hear that we did not meet your expectations. Your comments are invaluable to us as they help us improve our services. We would appreciate the opportunity to address your concerns directly. If you could provide more details about your experience, we would be grateful. Please feel free to reply to this email：[email protected].
Sep 17, 2024
Stopped working after 2 weeks
This litter box stopped working after 2 weeks. I have been talking to them for two months, sending videos, pictures and they’ve sent me 6 sensors I replaced. It still does not work and they offered me only a $30 refund for a warranty covered machine, they refuse to send a new one or fix this one unless I ship it to them for a $150 shipping fee. Read everything closely on the website, they reserve the right to not refund you or fix your machine. I used to have a litter robot for six years and had excellent customer service, if you’re going to splurge on one I highly recommend them. I ultimately lost $400 for this crap machine!
By Deborah “Lola” V.
Response from els pet· Oct 9, 2024
Thank you for taking the time to share your feedback regarding your recent experience with us. We strive to provide the best possible service and products to our customers, and we are disappointed to hear that we did not meet your expectations. Your comments are invaluable to us as they help us improve our services. We would appreciate the opportunity to address your concerns directly. If you could provide more details about your experience, we would be grateful. Please feel free to reply to this email：[email protected].
Sep 14, 2024
No warranty on this product
Beware of #ElsPet automatic cat litter boxes. Order placed on 11 August 2024, arrived very promptly around the 17 August 2024, and stopped working 2-weeks later. Not had it a month, not working, customer service useless. No replacement, no refund and want me to repair it myself with parts they are proposing to send to me. No recourse if they are faulty. I would give it zero stars but that is not an option. AVOID THIS PRODUCT. It is GB£ 370.00 for something that has no warranty or guarantee. AVOID! #ElsPetRubbish
By Jessie B.
Response from els pet· Oct 9, 2024
Thank you for taking the time to share your feedback regarding your recent experience with us. We strive to provide the best possible service and products to our customers, and we are disappointed to hear that we did not meet your expectations. Your comments are invaluable to us as they help us improve our services. We would appreciate the opportunity to address your concerns directly. If you could provide more details about your experience, we would be grateful. Please feel free to reply to this email：[email protected].

els petReviews of elspet.com

Rating distribution

What customers rate

About els pet

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els petReviews of elspet.com

Rating distribution

What customers rate

els pet reviews

My litter box hasn’t worked properly…

DO NOT WASTE YOUR MONEY

Expensive mistake, avoid at all costs

Do NOT purchase anything from elspet

Unit arrived as promised and looked…

Shocking customer service

Stopped working after 2 weeks

No warranty on this product

About els pet

More in Pet Stores

Boomerang Pet ID Tags

NaturalPetWarehouse.com

ArcataPet.com

Sweetpetclub

els pet reviews

My litter box hasn’t worked properly…

DO NOT WASTE YOUR MONEY

Expensive mistake, avoid at all costs

Do NOT purchase anything from elspet

Unit arrived as promised and looked…

Shocking customer service

Stopped working after 2 weeks

No warranty on this product