els pet Reviews 378

2 times I bought a cat tool via 2 different supplier shops, merchandising as an official elspet supplier - none did I receive.

In case 1 I involved elspet by mail because suspect of fraud, but elspet did not care, so I lost the money and did not receive the tool.

In 2nd case the supplier was not reachable anymore, fortunately I paid via PayPal this time and was refunded.

So be careful and always pay via PayPal...

... not even worth 1 star...

I bought this machine in December because I was going out of town to attend my Aunt's funeral. It worked well for 2 months, at which point, it started beeping and sifting the litter repeatedly for no reason. While searching online to find out how I could fix this, I came across many negative reviews. If I had seen them sooner, I would not have bought this machine. I found that cleaning the sensors inside the litter box and resetting it was recommended. So, I did this. This problem stopped then repeatedly reocurred. However, a new problem began. It then no longer worked automatically. So, I researched again and kept resetting it as recommended, which did not work. I downloaded the confusing app, thinking that this might help. It did not. I felt it was time to contact customer service. But, there is no number to call. Only an email. They eventually did respond and advised me to do the things I had already done. So, I emailed them back and they instructed me to send a video of the problem via a google link. This was tricky to navigate and it took me a couple of tries to figure it out. In the meantime, while moving the litter box to clean it, I discovered that cat urine had been leaking from the bottom of the machine onto the floor beneath. So, I took a video and included it in the email. In the return response, they apologized and offered me $30, in spite of having a 1 year warranty, while trying to justify this lowball offer by stating that it was better than having to pay $150 to return the litter box because they do not pay for shipping. Needless to say, I was thoroughly disgusted and told them that this was not acceptable. I never heard from them again after that. I ended up throwing this useless machine in the trash.

This company is a total scam. They refuse to make good on a defective litter box. Their customer service is a joke. I would not recommend at all.

If I could give "0" stars I would. I purchased the machine on March 31, 2024. My older cats would have nothing to do with it so it sat for months. There were some stray kittens in my neighborhood and I took them in mid-October. They loved the machine and I no longer felt like I wasted my money. By mid February it was starting to not function properly and we had to unplug and reset it. On March 9, the machine stopped working completely. What they offered me was some new sensors and some written instructions on how to replace them. You have to take the machine apart in order to replace them. I am 64 years old and have had two hip replacements, I have a bed ridden husband and a 75 year old sister that has arthritis worse than me. What the hell am I going to do with sensors? They told me to ask a neighbor for help. Their warranty is useless!

This is my second review of the nightmare caused by this scam company. Beware if your reading this check consumer reports before giving this group of con people a dime. My unit lasted 3 months before it failed totally. I was in the hospital in ICU and almost died yet tried my best to give them benifit of the doubt. I made the horiable mistake of subscribing to the bags and litter offer to discover it oo was just a scam. I signed up for monthly shipments when it started to hammer my card for bogus charges and has since refused to allow me to return the products. Its scammers use every trick in the book to work the system to keep money, offering me 8 dollars to keep the trash it sold me. I have countless reports filed with Papal and am now going to take Paypal to court and close my account with them. I bouht my unit on 8/29/2024 yett the company asserted I had bought it 15 months prior so its scammer crew is more then willing to lie to steal your money. STAY AWAY you have been warned. Liars and Scammers selling JUNK

I don't know how this company stays in business. They are fraudulent in every way. I paid $400 for a spaceship 4 months ago. It has never worked. Elspet refused to refund or replace the piece of junk. They will not respond to emails. They suggested I give it to someone else and buy another one! REALLY! So fake and dishonest.

This is a terrible product. We share many of the other writers' experiences. EG, it worked for about 6 weeks then packed up, No refund available; no-one to talk to; and to add insult to injury they keep offering free bags for the machine - really useful!! DO NOT BUY THIS PRODUCT AND SHARE WITH ANYONE YOU KNOW WHO HAS A CAT.

The only way to contact them is by email. When the ELS pet works, it is loud. But I would be okay with that if it worked. My ELS pet was great for a couple of months, but then stopped working. I tried everything in the instructions and Youtube and by the way it is not easy to do the instructions. I contacted the company and they emailed back with the same things that I already tried. Somehow, it started working again, but soon stopped. Once again, I tried everything. I contacted them again for a replacement or money back. It has been over a week, and no email back. Please do not buy!
They said they informed me of the warranty. It is still in the warranty period.

I bought the Space ship 1 on August 13, 2024 and it worked for 2 months and then the rack stopped working. What a complete waste of money. I watched the YouTube video on rack troubleshooting before I sent them an email. Nothing works! They are quick to reply but when you tell them that the steps that they are providing is not working you don't hear back from them. Please don't waste your hard working money on this litter box. They also want you to pay for shipping for a product that's defective!

Worked for one month. Tried everything they recommended. Still didn’t work. They said ok and they would replace it. They sent a used one which was dirty and stinky. It doesn’t work either. Not happy but it worked great for one month.

I have been emailing ELS.from the start of my purchase to advise it wasn't working properly. Initially they were coming back with things to check first- so I've spent months using different litters including the ones they told me to, ensuring all the parts are cleaned properly and it's set properly etc etc - now when I've said enough is enough I want a replacement or refund I'm not getting any reply.
Save up a bit more and get a better automatic litter tray.

THESE ARE AS OTHERS HAVE SAID JUNK, REFUSED TO REPLY TO MY E MAILS FOR HELP. REFUSED TO ACCKNOLAGE E MAILS ASKING TO STOP AUTOBILLING MY CARD FOR THE CRAP SUPPLIES IT SELLS AND AFTER 2 MONTHS I HAVE TO CANCEL MY CREDIT CARD TO GET THEM TO STOP RIPPING ME OFF. ALSO IT5 TURNS OUT THE RIPPOFF CONTINUED AS THE COMPANY STOLE MONEY FROM MY CREDIT CARD 2 MORE TIMES IN FEB 2025 FOR NOTHING WHEN I HAD CANCELED THE AUTOPAYMENTS FOR BAGS AND LITTER. THESE PEOPLE ARE THIEFS AND CON PEOPLE STAY AWAY FROM, THEM!!!!!

Edit to reply below:
I have sent countless e mails asking for help and asking for you to discontinue autobilling me, you refused to reply until my review above. On Feb 4th I asked you to stop auto billing me for supplies and you replied that you did, then days later billed me not once but twice on my PayPal for NOTHING, I never received anything from you. In fact, you simply stole 50 dollars from me. I want it back. I am a investigator for a large class action law firm out of NY, (S F Class law) and you should take this seriously, I want my money back, do you understand? You will also send a PREPAID return label for the items you wrongly shipped me a few days ago and return that theft for items I told you to stop sending me. You owe me 100.00 usd. If you chose to ignore me or give me your scripts "bullwhip" I will file suit and come to China to have you served. I already have a visa and would love to return so go ahead and make my day. The unit was trashed yesterday so this is your only option. I hope that I have made myself clear.

See you soon. Don Ramey Logan2nd reply:
You are a liar as well as a thief. I have Always replied to you accordingly. You are making this up and will suffer the conciquences. I LOVE that part of China and thank you for giving me a reason to return.

See you soon. Don :)

DO NOT BUY THIS! IT IS JUNK!
If there was less than one star, that is what I would rate this elspet litter box! I have had nothing but problems with it since setting it up! They absolutely do not honor their warranty at all! They continue to send the same damn response to every email I have sent,conveniently going past the 90 day return time. Even though their website states there is a 12 mo. Warranty.
This box is a piece of junk and the company is a scam! DO NOT BUY THIS!!

As many have stated, elspet sells defective products. mine broke in less than 30 days. Their website clearly states that you are entitled to a full refund if initiated within 90 days and clean the unit. When I said I wanted to go ahead and do that, they insulted me with a $30 refund even though I paid nearly $400. Then they tried to gaslight me by claiming that they didn't say full refund, but I have the screenshot of the web page where it does to prove it. Now I have to dispute the charge because they clearly are lying.

As for your reply to this review, STOP LYING. I've been emailing you for DAYS and all you do is lie and gaslight. You offered me $30 and free trash bags instead of the full refund you promise on your website. For anyone reading this, please recognize this as simply a PR stunt. I have the emails to prove they are not helpful at all.

Edit 2. You are lying, and given how many people in this website have said the EXACT same thing as I'm saying, all your replies do is show how much of a liar you are. Your product broke in less than a month and your website says that customers can get a full refund for any reason in less than 90 days so long as the product is clean and shipping is paid. You offered me THIRTY DOLLARS. Shame on you. Dear reader, please see this for what it is... they scam hard working people out of hundreds of dollars without any intent on honoring their return policy. They have no morals.

I have bought 8 of these Litters. 1 does not work. You would think a company would do everything possible to help a customer that has purchased their product this many times and has a problem with 1!
Elspet Kitty Litter is a great idea but the company is a joke. They have not honored the return or refund policy that I copied directly from their website.
We purchased the Kitty Litter Oct 23, 2024. Contacted the support and helpdesk on Dec 3, 2024 advising that the buttons do not work and the kitty litter will not clean automatically or manually. None of the buttons worked. Sent them videos and they sent a sensor pack and advised we had to disassemble the Kitty Litter Box. However because the buttons did not work we could not do the repairs. We could not get to several of the sensors because the rack needed to be moved. To move the rack the buttons had to work. The buttons did not work, that was the whole problem! The only way to move the rack would be to damage the Kitty Litter.
They have refused to replace the Kitty Litter Box with a full warranty stating we are using the warranty so we cannot have one on the New Kitty Litter. They refuse to allow it to be returned without keeping a cost for "restocking" even though their return policy advises if the machine is faulty they will not charge this fee and will pay for the shipping. Taken right from their website return/refund policy. Now it is Feb and they have advised that we are out of the 3 months and they will help repair it.
Customer service wants to send you parts, you take the entire machine apart, and when it does not fix it, they have wasted your time and tell you that the 3 months is past. There is no phone number just "Luna". I do not recommend purchasing from them.

How can they fix this situation? Send a new Kitty Litter with a full warranty or provide a full refund as per their refund policy.

02.07.25 And no resolution. They are not going to honor their full replacement or full refund. Just more email messages buying time.

Policy from their website:
Return and refund process
1. You need to contact us via email first to let us know in advance that you want to return the product. If you return or reject the item without notifying us, we unfortunately will not allow a refund.

2. Please make sure your ELS PET bin is clean and packed carefully to avoid any damage during transportation. Packaging using virgin materials is your best and most environmentally friendly option. Once we receive the product and verify its condition, we will issue your refund within 7-10 business days.

3. If you return a used ELS PET litter box that is dirty and smelly on the inside, we will charge a cleaning fee of $80 per machine and a restocking fee of $60 per machine. A total of $140 per machine will be deducted from the original price.

Refusing a FULL REFUND = 4. If you return the product to our warehouse intact, a full refund will be given to you within 3-5 working days after it is verified that there are no quality problems with the product.

Note:

If the received goods are damaged or incorrect due to our fault, the consumer will not be required to cover the shipping fee for this particular reason. There will be no restocking fee charged to consumers for returning a product. All product accessories (including cat litter) in our store are not subject to returns and refunds.

Since Dec 3, 2024 been in contact with "Luna". Confirmed that that the damages are due to their fault and still refusing to honor a FULL REFUND

I have bought 8 of these Litters. 1 does not work. You would think a company would do everything possible to help a customer that has purchased their product this many times and has a problem with 1!

Horrible experience, they must be shut down, you are crooks who deceive people, If you can't develop you product to the bets standard , stop selling it everywhere!

Situation is word in word what happened to me already described here in 1st comment.

"Bought this litter tray back in September. Scrapper stopped working end of November. Been battling with emails back and forth with the company. Apparently the sensor stopped. Sent the sensor to me. I can't changed it because the scrapper doesn’t move and is in the way of one of the screws."

Bought this litter tray back in September. Scrapper stopped working end of November. Been battling with emails back and forth with the company. Apparently the sensor stopped. Sent the sensor to me. I can changed it because the scrapper doesn’t move and is in the way of one of the screws. Been offered a bag of free litter which I refused, then been offered £50 refund which is refused when I paid £400, then when I refused that they offered me two rolls of litter bags. Shocking company wish I never wasted my money. Was brilliant to begin with and just stopped working

This is a continuation from my earlier els-pet review. The company response does not make any sense. I have emailed support AGAIN and asked if they were going to honor their warranty. Still no response. This company is not trustworthy and their product is crap. .
Update: 1/20/25 I have already submitted several videos and done the trouble shooting. Els Pet please go back and review my account. PLEASE ANSWER MY QUESTION. ARE YOU GOING TO HONOR YOUR WARRENTY? IT IS A SIMPLE YES OR NO.

Don't buy this junk! Waste receptacle is VERY small. You will need to dump it several times a day if you have more than one cat. Unit turns off at random times for no reason. In order for this to be corrected, customer service wants a video of it turning off. Explained that it was random and they didn't care. Can't connect to the app. Receive error multiple times. This is the biggest waste of money. Not sure why it receives good reviews. If only I could get a unit that works like they say in the good reviews!