Complaints

• Initial Complaint

  12/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased the ************ litter box from this business in December 2023. Over the course of the year, I've been using the product until it stopped scooping correctly due to a manufacturing defect that kept derailing the scooping mechanism. I contacted the manufacturer in October 2024 and provided them the video of the issue requesting a resolution under the 12 month warranty terms. After some time, the manufacturer responded saying that the company changed ownership and because of that, they cannot offer the original warranty that I purchased the product with or offer any resolution. After multiple back and fourths through email, I continued receiving the same response. The business name didn't change and continues to sell the same product on the same website with the same warranty terms most likely giving the same excuse to all customers that are trying to get a resolution with their products. This is unacceptable.

• Initial Complaint

  11/25/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I put in a purchase online for a pullnscoop cat litter box. I sent emails over and over for almost 3 months to find out why my product hadn't been delivered. They said they were doing an upgrade and it would be delivered soon. When the product was delivered it was a piece of c*** It doesn't work as it should and the container bins are flimsy. I immediately contacted the company for a refund which the original ads stated if there were any issues it could be refunded. I sent multiple emails to them, and just kept getting back the answer that they would get back to me. And then all of a sudden it changed to we weren't the original owners, yada yada yada. I don't care whether they were the ones who owned this company when I ordered it, I was supposed to be able to get a refund for the product if necessary. I'm getting absolutely nowhere with them and it's extremely frustrating.

• Initial Complaint

  11/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This company is not honoring their return policy or their warranty. They have a 12 month warranty and a 30-day return policy. I have asked them to honor their return policy and they refuse to do so. The item is faulty, which means they are not honoring the 12 month warranty. This is not good business practices and they are lying to consumers about their policies.

• Initial Complaint

  10/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I placed an order from pullnscoop for a $200 litter box on 9/13/24. I took a screen shot of my order number as I was nervous to place the order as there was not an option to use ******. I never received a confirmation email or tracking information. After a week or two, I contacted pullnscoop (only after hours chat available) to ask for estimated delivery date. After giving them my order number, I was told the product was on back order and that it would be shipped the beginning of October. After the first week of October passed and still no litter box, I chatted them again for another delivery date estimate. After providing my order number again, I was told they did not have that order number in their system. I then messaged pullnscoop a couple of weeks ago that I was going to contact my bank and report them to the BBB. I have not had any further communication with pullnscoop. DO NOT ORDER FROM THESE SCAMMERS. PLEASE SHUT THEM DOWN

• Initial Complaint

  09/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  On 8/24/24 I ordered a cat litter box from the website at ***************************************. The website states "Orders will be delivered in 7 business days" and that "Orders are not eligible for cancellations once shipped out." The order confirmation email stated I would be notified when the product shipped. I made multiple attempts beginning 9/9/24 to contact the company about the status as I had not received notice of shipment and there was no indication that anything was ever shipped. Two of my emails bounced back as undeliverable and I then I tried to reach the company through its contact message page on the site, with no response. I finally got a response on 9/25/24 when I complained through the Shop app, which has been - and still is - processing payments per a payment plan for the product I never received. I have long since ordered a similar product from a different company. But the communication to me was, contrary to statements on the website, that the order was "processing" (not shipped) so nothing could be done. I had requested cancellation and refunding of the order and they baselessly refused. The company failed to honor their own representations and now I am stuck with payments for a $89.99 order that never even shipped and that I have made clear I want cancelled due to apparently misleading seller claims and delays.

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently purchased the PullnScoop cat litter box, expecting it to simplify my routine. Unfortunately, it turned out to be a complete disaster. Within just two days, the product failed miserably, leaving me to clean up cat f**** off the floor and all around the unit. The design is fundamentally flawed, and it simply does not work as advertised.After this experience, I decided to return the unit. To my surprise, the company refused to issue a refund, citing that the box was ******** Despite wiping it down and using it for only two days, I can't fathom how this minor detail would justify their refusal, especially when the product clearly did not function properly. The box is also much too small, seemingly designed for a small kitten rather than a full-sized cat.The real issue, however, is the appalling customer service. The representatives were unhelpful, dismissive, and blatantly refused to honor their return policy, which appears to be a deceptive tactic. Its evident that this company is more interested in taking customers' money than in providing a quality product or standing by their commitments.I strongly advise against purchasing the PullnScoop cat litter box. This company needs to be held accountable for selling such a subpar product and for their dismal treatment of customers. Save yourself the frustration and moneyseek out a more reliable cat litter solution.

  Business response

  08/20/2024

  Hi there,
  
  First of all, we sincerely apologize for the inconvenience caused. After reviewing all the materials and communicating with the customer, we are sorry that we could not process a full refund to this order. So sorry that our products could not meet the customer's expectations. We need to declare some points here:
  
  1. We never refused to issue a refund to this order but a full refund. According to our return policy that both of us have agreed, a return shipping fee and cleaning fee should be deducted from the final refund.
  
  2. We have clearly stated on our return policy that 15% of the original purchase price will be deducted as a cleaning fee if it's not thoroughly cleaned. The return policy had been sent to the customer before starting the return process, so he clearly understood and knew the terms. However, after being inspected by our staff in the warehouse, we've found that the litter box was not cleaned with obvious stains and dust on it which is unacceptable. Our after-sale warehouse has experience in inspecting returned items so they definitely know whether the units were cleaned or not. We feel sorry that the customer refuse to admit the problems and try to shirks responsibility.
  
  3. There is clear product dimensions on our product page that customers can consider before placing the orders. We are sorry that the customer were not satisfy the size of our litter box.
  
  4. The customer insisted the product was defective but did not provide any photos or videos to show the problems. Our company has a complete and reasonable after-sale procedure that if the product arrived damaged or defective, we need to ask for some proof in case of fraud. If the product has quality problems, we are willing to provide replacements or refund the order directly. Customers dont need to return the product in this situation, saving both time and shipping fee. However, the customer didn't provide more details even after the refund details came out.
  
  Overall, our refund handling is reasonable and standardized, following the right business terms and policy. Please kindly review our return policy and other support document for more details and give a fair solution, thanks!

  Customer response

  08/21/2024

   
  Complaint: 22133787
  
  I am rejecting this response because: 

  Pullnscoop offered me a refund of $27 for a $319.69 purchase, how is this ethical after two days of use? There are dozens of other reviews online stating the same experience with this company as they had to fight to get a tiny refund. They are stealing from their customers and the reviews on their website are not real as I am not able to post a review on their website, they are filtered and this is also unethical as it's not honest feedback. If you do further research, you will find dozens of other customers that had the same thing happen. I have had cats all of my life and been through dozens of litter boxes over the years, this was the worst litter box we used and after two days of use it ended up costing me $292.69 after their measly $27 refund.

  They also took a week to send me a return label once I requested it, I had to ask twice for the return label. On top of that, it took over a week to check in the returned product once they received it and had to ask on multiple occasions if they received it. It was just over 30 days after the purchase date when I finally got the $27 refund and when I went to appeal this with ****** they said it was over the 30 days since I ordered the product so they wouldn't offer me a refund. I feel that Pullnscoop intentionally dragged their feet and waited until it was at least 30 days to issue a refund so I couldn't appeal with ******. I feel that this was intentional and is sabotage. 

  Literally the worst company I have ever dealt with and their return policy is broken and they take advantage of their customers based on dozens of other reviews online. 

  Sincerely,
  
  *********************

  Business response

  08/28/2024

  Hi there,
  
  We are sorry that there was a misunderstanding. $27 is not the final refund of the customers order, but the early refund for the canceled odor eliminator on his order. Since we did not reach an agreement on the refund amount so we havent process the refund of the returned order yet. 
  
  According to the return policy we've agreed, the following cost will be deducted from the customers final refund:
  
  Return shipping cost---$92.14
  Cleaning fee---$29.99
  Unreturned litter mat---$11.7
   
  $133.83 in total will be deducted and therefore $158.86 will be the final refund amount. If there was no further dispute, we will proceed with the refund in 3 business days.
  
  We sincerely apologize for the delay in generating the shipping label and inspecting the returned items. Due to the logistics peak season, our after-sale warehouse has experienced a very busy period. Except for our after-sale business, they have other work to do. However, we have urged them to expedite the process and would really appreciate if the customers could understand.
  
  We have also enclosed the receipt of the return shipping fee, which was charged by **** Since the customer has returned two boxes of items, the shipping fee is generally higher than usual. Please review the material submitted and give a fair solution, thanks!

  Customer response

  09/02/2024

  The cost of shipping should've been addressed before I shipped it back from PullNScoop. I already cleaned the litter box and put it back in the original box/packaging after two days of use due to the faulty litter box. You think I'm going to let this defective litter box continue being used while I waited for PullNScoop to reply? I spent two hours cleaning urine around the litter box as the unit is defective. I waited a long time until you replied back to me with the shipping label and I had to chase you for this. All you had to say was, you will be charged a lot of money to ship this back and we would have worked it out, instead, you didn't offer help and this was already packaged in the original box. I cleaned this and repackaged it after two days of use, by the time you replied this was already packaged and sent back as I didn't want my cat to continue using a bad product that has urine leak through it. So, you expected me to unbox again and troubleshoot with you when it takes days to get a reply back. It was never discussed how much money it would have cost to ship it back, your team should have said something and communicated this to me. 

   Why wasn't the full refund amount minus shipping automatically refunded back to me rather than the $27 that was refunded? It has taken over a month, multiple complaints for you to offer some more money back. You are acting like the victim here when I have spent countless hours trying to get a refund for money that I deserve due to a bad product, if I didn't post my complaint on here I can guarantee that you wouldn't have offered me more money back that I am entitled to. 

   You intentionally waited until after the ****** return policy to offer me a $27 refund and I had to fight to get more money back which still isn't in my account. Your product is junk, I mean absolute garbage, your return policy is even worse, and your communication from your team is awful. I will continue working with my bank to get the refund back that I deserve.

   I think we are going to have to agree to disagree here, I think your product should be recalled and so do dozens of other people who have filed complaints and bad reviews as it is the worst litter box that I have used in over 20 years of having cats. 

   It is also wrong to not allow real customers to post reviews on your website, if you would allow real customers to post, I think this would have deterred me from buying this piece of junk. 

  
  

   
  Complaint: 22133787
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On June 15th 2024 I received a PullNScoop reconditioned litter box I purchased from this company. Their website clearly states the following for a reconditioned litter box:The reconditioned box was preowned by the other cat owner and it was refined by the service team. We do not accept returns unless there is a quality problem.There is a quality problem. The litter box handle does not pull out smoothly and it dumps a large amount of clean litter in the dirty litter drawer. Also the litter box leaks dirty litter underneath the dirty litter drawer onto my carpet. This is very unsanitary. As per the sellers request, I sent video clearly showing these issues. However, after many emails back and forth, the seller is refusing to take back the malfunctioning litter box. They have only offered to refund me $55 of the $99.99 I paid. This is not acceptable as the sellers website clearly states that they will accept a return for a quality problem. This is clearly a quality problem. At first they wanted to send me another reconditioned litter box. I was think about accepting this offer however the quality of the one I was sent is so bad that I do not want another. I simply want them to send me a label to return the defective item for a full refund.

  Business response

  06/27/2024

  Hi there,

  We sincerely apologize for the inconvenience caused. After reviewing all the materials and communicating with the customer, we have processed the full refund to the order. We are sorry that our products could not meet the customer's expectations. However, we need to declare some points here:
  
  1. In general, we do not provide returns and refunds to reconditioned orders, which we have clearly stated on our website. When knowing the litter box was defective, we were willing to provide a replacement for the customer but she refused this option.
  
  2. Due to the specialties of semi-auto cat litter boxes, customers should use the right type of cat litter for better performance. Different types of litter lead to different results. It is an innovative design in the market, so some usage instructions and techniques are also needed in this situation. It is normal for customers to feel dissatisfied with one product when they are unable to use it correctly. However, it can not be identified as a quality problem or false advertisement. We sincerely hope that customers can keep their own responsibility and patience in choosing the right product but not blame all the problems on the products. 
  
  3. The customer has agreed to close the case after receiving the refund. 

  Please review the material submitted and give a fair solution, thanks!

  Customer response

  06/28/2024

   
  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

   

  I wanted to update you that the business Pullnscoop just issued me a full refund for the defective product.  This is a copy of email

  
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order on 05/25/2024 for two reconditioned units and a set of refill cartridges. The amount paid was $260.48.The items I purchased are 2 of the PULLNSCOOP litter boxes and the plastic waste refills. The item does not work at all as advertised or instructed. The item creates a disgusting biohazard mess of waste and does not move the pet waste into the receptacle as advertised. I have used two types of litter, both at the suggestion of PULLNSCOOP and both types have caused nothing but problems. In their advertising they state pull once and in 3 seconds everything is completed. Pulling the handle slowly and repeatedly as theyve suggested in their emails responding to my complaint isnt working. Im having to put on disposable gloves and take apart the system to clean off the waste that is stuck everywhere.Their website and countless advertisements state it takes 3 seconds to use their product and it will keep your hands clean from handling pet waste. Every time this horrible contraption is used it creates a lengthy messy cleanup 10x worse than any standard litter box. This is false advertising and completely misleading and unfair and not ethical. The company states they will only issue a refund if it is due to a quality issue, and the quality of this product is nothing like advertised. I have written reviews for the product on their website and they have not published them.It is extremely unfair and unprofessional to sell a product like this that doesnt work at all. Its very unsafe to have pet waste everywhere and I am demanding a refund.

  Business response

  06/21/2024

  Hi there,

  First of all, we sincerely apologize for the inconvenience caused. After reviewing all the materials and communicating with the customer, we are willing to refund $150 for the order. We are sorry that our products could not meet the customer's expectations. However, we need to declare some points here:
  
  1. In general, we do not provide returns and refunds to reconditioned orders, which we have clearly stated on our website and the customer admits that he/she didn't read the return policy before purchasing. We sincerely hope that customers can understand and confirm the terms before placing the orders.
  
  2. If the product has quality problems, we are willing to provide replacements, however, the customer refused this option.
  
  3. Due to the specialties of semi-auto cat litter boxes, customers should use the right type of cat litter for better performance. Different types of litter lead to different results. It is an innovative design in the market, so some usage instructions and techniques are needed in this situation. It is normal for customers to feel dissatisfied with one product when they are unable to use it correctly. However, it can not be identified as a quality problem or false advertisement.
  
  Therefore, processing $150 refund for the order is more reasonable.

• Initial Complaint

  06/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased an item and decided to return and the business did not honor their return policy.

  Business response

  06/16/2024

  Hi there,

  First of all, we sincerely apologize for the inconvenience caused. We are willing to pay for the return shipping cost and the oversized shipping surcharge of the customer and refund the amount of the returned litter box and the litter mat, which is $190.39. We are sorry that our products could not meet the customer's expectations.
  
  However, we need to declare here that:
  
  1. We have sent the return policy to the customer and asked for a confirmation before starting the return process. The customer is aware of our return policy;
  
  2. We have clearly stated on our return policy that our packaging box is designed to cradle the unit to prevent any damage during shipping. Without the original box, we can't guarantee that more damage to the PULLNSCOOP won't occur during shipping and handling, and shipping costs generally will be higher without the original packaging.
  
  3. It can be clearly shown in the photos of the returned items that the packing box the customer used was larger and he/she did not pack the unit with our original materials so it was deformed during long-time shipping. The litter mat was also deformed and can not be returned.
  
  4.The return shipping cost was not charged by us but **** which is our cooperative logistics company, and the charge is reasonable which can be proved by the shipping fee receipt enclosed in the email with the customer.
  
  5. Since the customer did not return all the items in his/her order (the liners and the waste receptacles were not returned), it would be unreasonable to refund $262.37 for the order.

  Customer response

  06/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩