CatGenie

Most Recent Comments

• June 2023 by David Greenfield
  My rat
• June 2023 by David R.
  On paper sounds like a great idea. However in practice the design is functionally awful! They should not be allowed to sell this device as it fails against everything it claims to do.1. It is easy to install2. The rake to scoop the solid waste is terrible, the gaps are too big and it has these notches that is uses to shake off excess cat litter. That in fact slings the solid waste everywhere back into the litter3. During washing because the solid waste does not get scooped proper the machine washes the litter with waste in it making a sloppy mess4. To add insult to injury the darn machine then blasts hot air over the litter and left behind waste making the smell 10x worse that before. It lingers for days and days5. The actual cat littler itself is the worst I have ever used. I have a 3,000 sqft home and find the litter tracked from the box into pretty much every room! That sounds impossible and I was shocked when I saw it happeningPlease don't waste your money on this awful product, I don't know of a better robotic cat litter box so I am going back to manual.
• May 2023 by Scott L.
  Terrible Customer Service and Poor Product Quality from CatGenieI recently purchased a Cat Genie Smart Litter self-washing box from CatGenie and I have had an absolutely terrible experience with this company. First and foremost, the product quality is extremely poor. After just a few uses, the washer on the hopper rotted away, rendering the entire unit unusable.When I contacted CatGenie's customer service department to order a replacement part, I was shocked to be asked to provide proof that I am buying supplies from them. I registered my unit with them and I am willing to pay for the spare part kit, so I do not see the reason for such an invasive request. Their policy makes no sense and does not reflect the principles of good customer service.Furthermore, when I asked where it states on their website that customers need to provide proof of purchase in order to buy replacement parts, I received no answer. When I asked to speak to a manager, I was told that managers do not take calls and that I should email instead.This is the worst customer service I have ever experienced. I paid over $550.00 for this product and now I am being denied access to replacement parts that I need. I strongly advise anyone who is considering purchasing a Cat Genie Smart Litter self-washing box to think twice. Not only is the product itself not up to standard, but their customer service is appalling.In addition, be prepared for the mess and inconvenience of cleaning blockages, which they don't warn you about until it's too late.Overall, I am extremely disappointed and angry with CatGenie. Their poor product quality and terrible customer service have made my experience a complete nightmare. Save your money and look elsewhere for a reliable self-washing litter box.
• August 2022 by Highly D.
  The unit is not easy to clean. The cartridges are unreliable, the support is poor. The cartridges are not readily available and normally have to buy direct from manufacturer. I would not recommend if you can find another automated litter box. If you buy from Cat Genie, you will be in for a miserable time.
• December 2021 by Laura Shirey
  Decent product, TERRIBLE customer service. It’s painfully obvious they don’t stand behind their products and don’t value customers at all. CS Lead tried to blame me for the issue with a defective product, make excuses, and dance around the problem. His ego was so obnoxiously large I couldn’t stand to be on the phone with him and debate the issue any longer. When I called back after getting more information, I got the same “lead rep” (it’s a small team), and after further discussion he had the gall to lie and say I never asked for a replacement product (despite the fact he admitted knowing the calls are recorded and can be reviewed). Then once I told him “no, I said I would like one, but I didn’t ask for one,” he said “well it’s not getting replaced.” Seems like the customer service enjoys playing games with customers, and this one happened to be roulette.So, I will no longer be a customer of theirs. I am definitely reminded by CatGenie why pets are better than people after this dreadful experience.
• August 2021 by Mary Lucas
  This is an excellent product for my grandkitty, Cobi. I didn't believe he would use it, but I was so wrong. He loves it. If I could afford two of them I would buy them for my two cats. Amazing technology.
• August 2021 by Gogogirl F.
  Let me first say that I love this product when I first purchased it so much so that I bought two more together I have $1,000 worth of litter boxes not including all of the money that I have spent on litter as well as a special solution that they require. I have already had several issues with these boxes and have owned them less than 6 months. One of the worst being the litter that you MUST use, it scatters everywhere and sticks to the bottom of your feet and your cats paws and it is painful. My cat couldn't walk one day because a granule of this letter was wedged in her paw and claw. I have had to purchase and additional $100 in litter mats to avoid the scattering of litter throughout the house and that only minimizes the issue. When you contact customer service they are the most unprofessional rude customer service I have ever had to deal with in my entire life. I have read other reviews that stated the same thing but I was hoping that it was not true and I purchased the boxes anyway hoping that I would roll the dice and get good luck. Wrong!!!! For somebody who has spent over $1,000 with this company I have never been treated so poorly. One of my boxes went to put on me and stopped draining. One out of four times that I called their customer service I actually got somebody nice on the phone who helps me and told me that the problem was with their motor and they resent me another one I had to wait about a week with cat urine and feces sitting in the bottom of the Box waiting for my part to arrive. Once the part arrived I decided to wait until I had plenty of time because I knew that their customer service was such a pain in the a*** I figured if that didn't fix the problem I was going to have to call back again. I put in the new motor and clean the box as if it was brand new made sure everything was working properly put it all back together and prayed. Sadly it didn't work. Reluctantly, I contacted their customer service. I have a medical condition that is exacerbated by stress and three out of four times that I have contacted them it has done nothing but stress me out they act as if you are a lying thieving piece of trash. When the fact of the matter is it is their equipment that is a piece of trash. I literally spent hours on the phone with this woman in customer service she asked me to take about 10 different pictures two different videos and every time she said okay thanks that's all I need and then she would ask me to take another picture another video. The last straw for me was when she asked me to take a picture of the plug going into the outlet so I did that reluctantly because I thought it was ridiculous since I had already explained the situation and that should have been enough. I sent it over and she again sent another email saying thanks that should be sufficient. I began to get infuriated when I received yet another email for the sixth time asking me for a video this time of the actual unit and showing it being plugged into the wall. Annoyed and feeling like she was insinuating that I was lying I refuse to give any more of my time to this company and told her that she should just do what they need to do and fix my unit. And take my word for it that it is plugged into the wall which apparently if it's not plugged into the wall it voids your warranty on the machine you can't have it plugged into an extension cord or any sort of extension outlet or your warranty is automatically voided and I knew this from calling on a prior unit that I had an issue with a month or two before that is located in a different room. Therefore I made sure to have these plug directly into the wall I even had an electrician install a special plug and it is in a very difficult place to get to. That is why I told her no I will no longer do anything that takes my time to get this issue resolved you need to take care of it on your end. And I received another email from her stating that there's nothing they can do unless I give her a video. I have a medical disability and I shouldn't have to expla
• May 2021 by Katie Zarpas
  I have had a great experience with their customer service. Very kind and they took the time to walk though a problem I thought I was having. My kitten loves his Cat Genie and I could not imagine living without it.
• November 2020 by Justin Szczurowski
  Customer service is usually very good, that is until they've made a mistake. I placed an order October 14th and still hadn't received it or gotten tracking information by the 27th, so I called to see why - the time was 3:57PM. The rep said there was no tracking information available to her, oddly, and that the original rep usually puts it into the chat. I was told the rep needed to consult her supervisor, and she would call back. 30 minutes later, I get a call back stating that the supervisor said there was no tracking information because they shipped it via the postal service, but the supervisor was able to determine that it was in transit, and it would arrive the very next day. How could she determine that without a tracking number - interesting. The next day, sure enough it arrives, but not via the postal service. Instead it is delivered via UPS, and there is indeed a tracking number. Curious, I looked up the tracking number on the UPS website, and lo and behold, I see the label was created only 1 day before at 4:16PM - just minutes after hanging up with the rep the first time. So they forgot to ship the item, scrambled to create a label, then called me back with a fictitious story about how it was already in transit through the postal service. Knowing this, I called back today to talk about crediting me the cost of shipping, since I paid for 2-3 day shipping, not 14 days - the result of which is due to their own negligence. The rep refused to believe that there was any wrong-doing on their part. Even when given the facts she simply could not understand the issue since I had finally received the package. A good company will own up to its mistakes and rectify the situation when they are clearly in the wrong. A good company will not lie directly to its customers in order to hide the fact that one of their employees was negligent and caused a problem. Stick to Amazon if you can avoid dealing with them.
• November 2020 by Michelle R.
  I love my Cat Genie. I don't have to scoop or buy kitty litter. I'm not claiming I save any cash money, but time IS money. And cleaning kitty litter and buying kitty litter is a bummer. I lost electricity for several days because of an ice-pocalypse and during this time my cat genie got clogged. However, between YouTube videos and the nice people at Cat Genie (they are lovely) I, Michelle, who is not good at DIY, I DID IT! I unclogged it and fixed it and I AM WOMAN, HERE ME ROAR! One of my cats, Raven, is absolutely fascinated with the Cat Genie. She thinks the scoop (when it's coming down) is to play with so it's imperative that I keep the cover / lid on it. She also likes to sit in top of it so I need to keep it locked. Just be sure and have plenty of cleaner on hand and this is the best thing since sliced bread. P.S. it takes a kitten a little while to be able to get in and out so I B did keep my old kitty litter container on hand just in case.
• November 2020 by Genevieve F.
  I love my Cat Genie. I don't have to scoop or buy kitty litter. I'm not claiming I save any cash money, but time IS money. And cleaning kitty litter and buying kitty litter is a bummer.I lost electricity for several days because of an ice-pocalypse and during this time my cat genie got clogged. However, between YouTube videos and the nice people at Cat Genie (they are lovely) I, Michelle, who is not good at DIY, I DID IT! I unclogged it and fixed it and I AM WOMAN, HERE ME ROAR! One of my cats, Raven, is absolutely fascinated with the Cat Genie. She thinks the scoop (when it's coming down) is to play with so it's imperative that I keep the cover / lid on it. She also likes to sit in top of it so I need to keep it locked. Just be sure and have plenty of cleaner on hand and this is the best thing since sliced bread. P.S. it takes a kitten a little while to be able to get in and out so I B did keep my old kitty litter container on hand just in case.
• August 2018 by Jenni M.
  If only our youngest cat would become more comfortable with the Cat Genie, it would work out great! I also anticipated the biodegradable litter to last much longer. We received and set up our Tuxedo package ($297 with a Cat Con code plus free UPS shipping and 2 free Sani-solution packs) on August 7, 2018. I cleaned it all up and packed it on Friday, August 24. Our three big adopted male felines (the largest weighing just over 17 lbs.) have already used more than half of the litter. Alas, I decided it best to return it and now Petnovations (the company that makes Cat Genie) is requiring that I supply them AGAIN with the serial number after having done so over the phone to register it. This information is not accessible from your online account, by the way. This after I've already meticulously re-packed the thing and the serial number sticker on the outside of the box is all scratched and unreadable... which leads to my TIP: take a photo or have a record (like the "notes" app of your smartphone) of all of your items' serial numbers in a single location to find quickly. I hope the Cat Genie works out for you because it seems to be a good product. It's expensive, but it is great if your cat sneezes around non-biodegradable litter PLUS this keeps your house and cat(s) cleaner. The granules are kind of a pain in that they ended up everywhere in our house. In fact, I will revisit this product at a later date once I feel it is time. For now, I'm a bit disappointed in the RETURNS process although Marcia via phone customer service was nice, but she hasn't followed through with communication like she said she would. Let's hope I receive the most refund possible as I am required to pay to ship it back. 2018 Yelp challenge #175
• June 2018 by Regina W.
  Awesome!! Where were these all my life? They clean great! I hate to tell you the litterbox makes the back couple rooms smell awesome when it cleans. The only down fall so far is the litter loss. Its a bit more than I would like... and no one sells it locally. And it seems to take forever if it's bought and shipped. And Lord knows it's expensive.
• November 2017 by Sal Inzone
  This company needs to work on their customer service. BAD SERVICE. My liter box crashed 3 times within a year. These units aren't cheap either. Mind you, when they serviced this I believe last November (I paid for this service), it then in turn broke after 90 days. How convenient. I paid for a service outside the warranty. They offered a new processing unit that I had to argue about. They stated "New" for the inconvenience it has caused. The "New" unit 6 months later broke again. I had to pay again. Melissa wasn't very empathetic. The "New" unit I guess didn't come with the same 1 year warranty. It wasn't so new. SCAM. Watch what you buy! Do your research. I would suggest steering away from these people.