PopurReviews of popur.com

I’ve requested a refund in the same day I made an order. Since then, a week has passed and I’ve yet to receive the refund. I don’t understand why this delay or why it’s so complicated!! Order #16362

It’s good as long as it’s working but try to deal with customers service when the machine is broken. I bought it 4 months ago and after 3 months it stopped working. The customer service misled me for over a month already. The machine is still broken and they are not helping me but constantly sending emails like this one “ Thank you for getting back to us and we sincerely appreciate for the inconvenience caused. We are committed to setting things right by arranging for a new machine to be sent to you, but currently we do not have stock in our UK warehouse, is it okay if we ask you to wait? Could you please consider giving the Popur another try? Your satisfaction is important to us, and we appreciate your understanding in this matter. If you have any preferences or specific instructions, please let us know, and we'll do our best to accommodate them.” I have asked them few times to collect broken machine and give me a refund. They said NO. I would not recommend the Popur self-cleaning machine at all!!!

My Popur catbox has a design flaw which allows tiny amounts of cat urine to leak into the very bowels of the machine which is unreachable. No matter how clean I kept the box, and I changed the liners to new ones every other month, it smelled like an outhouse. My cat hated it. I hated it. So finally I threw it out. $500 paperweight after just 6 months use. In the meantime I already had an order in for 2 replacement liners. They came and I emailed to return them. That was on 5/17. Since then every 2 days I email and Kitty replies. She repeatedly asks for my order number to get a return label although it’s listed in every email and subject line. Kitty tells me they need a machine number, time to negotiate with the warehouse, the finance people, etc. it’s a complete run around. Maybe they think I’ll just give up. I won’t. I’ve already wasted hundreds of dollars on their faulty product - I will get my $50 for unusable liners back! Horrible company! Don’t buy their products!

I purchased an automatic litter box from Popur online. It arrived defective. I was unable to plug in the AC cord. When I contacted the company about this and requested a refund, they informed me that they could send me a motherboard that I could install myself to address the issue. When I requested a refund, they refused to acknowledge my refund request and instead replied that they would send me the motherboard, then another new machine, and I needed to confirm my address. After much haranguing, they have finally agreed to a refund, but purposefully ignored my questions about shipping arrangements. They apparently think I should pay for pick-up for a 40 pound defective machine they sent me. I have been clear about my my physical disability and inability to manage a 40 pound machine up and down stairs and to the post office. I filed complaints with the Federal Trade Commission and Better Business Bureau and that got a decent response explaining that they would do their best to give a free refund. But when I emailed to confirm that I'd FedExed the box, "Kitty" in customer service advised me that I would not be able to get a refund for the white waste box I purchased if it was open. This is despite her assuring me on 5/28 that they would refund that, and send a separate mailing label. What do I want with a worthless $70 box? When they were the ones who sent a defective machine in the first place?

I purchased this in the beginning of the month and never got it. I’ve asked for a refund multiple times but support is poor and slow to respond. They give this excuse that the warehouse was robed and I should wait. It been a month I still didn’t get my popur or my money back. There is no way to ask for a refund on the website.

I ordered from the website and my order was never shipped, Look at the responses: Thank you for reaching out, and we apologize for the inconvenience caused by the delay. Unfortunately, it appears that the package was stolen during transit. We're currently taking the necessary steps to file a case and will send a replacement machine your way. However, please note that the new machine is expected to be ready by July 15th I followed up with the question why the delivery in 2 months time and this is what I got: Thank you for reaching out, and we apologize for the inconvenience caused by the delay. Unfortunately, the carrier has reported that their warehouse has been subject to theft and is currently under investigation. We're currently taking the necessary steps to file a case. The earliest date for the new machine is on July 15th. Funny, that they changed history... Well, I do not recommend and if you buy use paypal to dispute them just in case...

This was the worst $400 I ever spent. This box disconnects from the app after one to two days- rendering it useless if I am ever away. You have to perform a reset by long pressing on a button to get it to reconnect again. Litter goes everywhere! I have multiple mats and must sweep every day. I have a kitten and a cat sharing it and it STINKS so bad. I must change the bag constantly AND run an air filter nearby. The design of the waste bin is also a mess. Litter again goes everywhere when you change out the odd shaped bags. Just get the Litter Robot - it is miles better than this trash box. I’ve had it under 2 months and they won’t return it. They have threatened me with their finance team and not return my money if I do attempt to return it through Amazon.

Ok this will be a long post. So i have had my original Popur box for almost a year, its had its quirks but over all with as many cats as we have from working with rescues it has been a God send. Soooo now to the nightmare. Over a month ago now I decided to order a second Popur, when it showed up I went to take it out of the box and noticed there was a good amount of damage from shipping including a large piece of plastic that broke off the back of the unit. After contacting Popur CS I was told a new unit would be sent right out. After about 5 days of no further contact, I receive another email with a prepaid postage label attached for me to print out, email stated new unit would be shipped out once I shipped mine back. I noticed the address on the label had a womans name and was headed to a residence in Mesquite,TX. Thought it was odd but then thought well maybe they are sending it to a rescue group as a gift or something as the unit did cycle through properly as I tested it. I drive the 42 miles to the nearest FedEx drop , send it off. Nohing from Popur for several days. Finally I send an email with a pic of the receipt and asking where my replacement was. They send me a tracking number, I check it and its just a label created, nothing has actually shipped. That stayed that way for almost a week until I threatened to cancel the order all together. I was sent apologetic email stating they were on it and sure enough it was shipped. When I finally received it , the box was very tattered looking and I thought oh great shipping damage. To my shock, I opened the box and there was a poorly packed litter box with litter residue still in the box, missing the cardboard waste box to boot. Obviously a used litter box, on top of that turned out it was a return and the waste lid motor is defective. It was shipped to me directly from the previous customer trying to return the unit apparently ,exactly what happened with my return being sent to some other poor customer.. I contact Popur once again and Im apologized to , told they would escalate my issue to the highest priority, a new box would be sent out right away rest assure, then said keep the other box as a gift for all the trouble. After several days of no further correspondence, I email again and was told now that the warehouse wants the used unit back for further investigation, yet no tracking number for my long awaited replacement litter box was given and thats where it still stands today. I just emailed them for the last time, right before posting this stating I would be filing complaint with my states AG office as well as filing a charge dispute with paypal credit . All I can tell you is if you havent bought a unit yet DONT! Popur has obviously lost any resemblance of Customer care or giving a flying f about their business. At this point I do not think I will ever see a new box or a refund, but will share my experience with everyone I can. Please share this if the group allows that.