els pet Reviews 378

I haven’t received it yet. I’m trying to track down why, I was told 1) they have no record of my purchase. I sent a copy of my order confirmation. Since communicating with “YuYi”, I’ve been told to be patient it should arrive in 10 days. Then, YuYi said it was delivered and I asked for date of delivery & where it was delivered. NOW, I’m being told

Dear customer:
We have inquired and found that due to the busy logistics department, the address label may have been incorrectly attached. I hope the following two solutions help you:
1. I can contact the logistics department to help you redelivery. Shipping generally takes 7 working days, but there is a possibility of loss during shipping.
2. I can contact the logistics department to help you send a new package. After the goods are shipped, the logistics department will provide a tracking number and arrive within 20-35 days.
Please contact us as soon as possible and look forward to your reply.

I offered a third option to return my money! No reply yet.

I should have read the reviews before purchasing. Mine worked for about 2 months before it stopped. Customer service (who I now think may be bots) responded and had me keep sending them videos of the unit not working. Then they would send me me new sensors, which I would replace and then unit would still not work. This happened twice. I continually mentioned their warranty and requested a refund. Nothing! Finally went to my credit card company and through them was able to get a refund.

Just junk. Rack is stuck haven’t even had it 6 months. My advice is spend more and get the litter robot 4 I have one for 2 years and had fewer problems.

Piece of 💩. Don’t waste your 💰!
Anna and Luna will give you the run around until the 90/day return window is up, then leave you hanging!

The installation was incredibly easy; the instructions were clear, and I had it set up in just a few minutes after unboxing. The efficiency of the cleaning process has exceeded my expectations!

I bought a automatic litter box, within a month the door stopped working so the litterbox wasnt able to clean itself, I tried contacting customer service and got no response until 2 weeks later. They told me how to "reset" the door, that didn't work. Then took another week to respond and tell me I need a new motor on the door. I asked them how would I even get a new motor and never received a response since, I've followed up, and nothing. Now I'm down $300 and a back to a traditional litterbox..... they are replying here but in reality they still won't do anything. They are faking customer service to anyone reading this

Mine didn’t work from day one. No customer service and no refund. They scammed me so do not purchase this piece of crap. Still fighting with them to get my money back. Their reply to this review is the same old song and dance they first give you with all this video sent and stuff I already did. Just wanted refund for this piece of junk and they will not refund

Stopped working after a month, customer support is just a bot or form letter, tried to get my money back and they said no

This litter box is a piece of junk. It worked for approximately 3 weeks correctly, then limped along sort of working for 1 week before completely breaking. It was almost impossible to get ahold of the company and once they finally answered an e-mail, they wanted video. I had to send a video of the box doing nothing . I also sent a video of the full litter box as it was full of cat poop from not working.
Once i again got a response, their answer was that they wanted to send me new sensors. From hearing from lots of other people having the same issue, they come with no instructions. I told them no and that i wanted my money back and at that point i did not hear another word from them. I had to dispute the charges to get my money. Now i tell everyone i know and i post on every ad i see to not buy it. There are so many people having these same issues. This company should not be in business

I bought this crap last November through affirm. It stopped working after 4 months. The door won't close the rake stuck and it smelled like something died. I sent email was constantly ignored. Elspet should refund everyone and close down the company. And refund everyone who lost their money. It's not fair. People don't have this kind of money. I was praying we'd get enough people to file a lawsuit. It's still in the process. Few lawyers are looking into it. But they all need to stop selling anything from elspet or anything that says spaceship.

Mine never worked. I tried to contact them numerous times by email and voice mail
With no response. I opened a dispute with my payer and was finally refunded but it took over 2 months they also wanted me to pay for return shipping and cleaning and restocking fees

The product didn't work and the customer service is atrocious. They demanded I take a video of myself assembling the product before offering any refund. They also won't give a full refund even if it's a defective product like mine. This company is trash and the product sucks. At least mine does. Nice $499 gift for elspet. If i could write a more harsh review for them, i would because they screwed us over and the product is worthless. Don't buy this garbage. You've been warned.

Dreadful. House smelled and cost a fortune in litter as it wasted so much. Never done cleaning it. Reverted back to more traditional box and it's is soooo much better. I want a refund but getting the runaround. Angry and disappointed. Can't afford the financial loss.
Don't waste your money folks.

I have tried 4 different automatic litter boxes— ALL FAILED! Litter stuck to LR3 membrane (a nightmare). Same results for ALL until Elspet. It SCOOPS INSTEAD OF TUMBLING. Scoops right every time. It’s like an old scooper I had but with a “capsule” over it. Don’t even start me on the ultraviolet light! Odor? What odor? Passing this to my daughter who’s been fighting with a LR4 for over 2 years. It’s going to floor her. Thanks Elspet from the bottom of my heart and my little man Truman.

BUYERS BEWARE - my automatic litter box stopped raking after 6 weeks and I was told by their support team that the sensors needed replacing. You are expected to do it yourself. If you do that and cause more damage then the warranty would be void. Communication is via email only (via China). It would be very costly to send back at your own expense, I’m going to dump mine. Conflicting information on who the founder is: CEO Park (on Website) or CEO Yuan Gong (not mentioned on Website).

UPDATE

Was sent a new one on 19th October and told that I did not need to send old one back, so I took it to the dumb. This does not rake all the debris, which means you have manually scoop. Their advertising says “No More Scooping”. This means they are lying to us. Below is the reply I received from Elspet Customer Team this morning 29/10/24

Dear Maureen,

So sorry for the trouble caused.

There is still a 9mm distance between the rake and the bottom of the litter basin.
The garbage buried at the bottom may not be raked.
You need to use a shovel to turn up the clumped cat litter at the bottom, and then can rake it.

Please rest assured that we are taking steps to address the issue and prevent it from happening again in the future. Your satisfaction is our top priority, and we appreciate your understanding and patience during this time.

If you have any questions, please feel free to contact us again.

Best regards,
Luna
ELS PET Customer Service Team

LATEST UPDATE - 30/10/24
Email from Elspet

Dear Maureen,

So sorry for the trouble caused.
I hope this message finds you well.
I wanted to address your recent concerns regarding this issue.

For the old one, we have sent you the sensors but you do not want to change.
So we sent you a new one, you still said it has the problem.
But this is not the machine problem.

According to our return policy, this is the returning request of our customer's own problem instead of the product problem, so you need to pay the shipping fee incurred by returning the goods, and we can not issue the refund until we receive the package, please kindly understand.

The return will cost you about 150 USD and the returning time may last for about one month. To save your time and money, we suggest that you keep the item or give it away to others in need.

If you have any questions, please feel free to contact us again.

Best regards,
Luna
ELS PET Customer Service Team

Basically, stay well clear of this Company because it is false advertising. It is a blatant lie that you will not have to scoop again. Of course you do because they admitted that the rake does not go to bottom of tray. You still have to scoop the clumps. Here ends my very expensive lesson.

Absolutely never buy from this company. When I asked for refund they told me that it takes too long and asked to give the litter box to people in need instead. DONT BUY ANYTHING FROM THESE CHINESE SCAMMERS. Poor quality product!!! AVOID AVOID

I really wish I would have known that this box uses foam pieces to block urine from coming out of the box. Having to wipe the sensors, scoop myself at the bottom of the box because the litter gets caked are ALL reasons that I want to return AND get my full money back!
Understand that if you buy this product and are unhappy and want to send it back for a full refund, THEY WON'T DO IT!
Had I known ALL of this up front, best believe that I would have NEVER purchased this box.
PLEASE DON'T MAKE THE MISTAKE I DID. GO WITH A DIFFERENT AUTOMATIC LITTER BOX COMPANY!!!!!
El's Pet...... I've already emailed you. Why don't you state here that you just give the runaround on a refund!

My litter box hasn’t worked properly since I received it and customer service is terrible. A waste of 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.

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.