CatGenie Tracking Order Status

I like the concept of the cat genie, but don't expect your machine to last or them to stand by their product. I have a cat genie 120 and it stopped dispensing liquid after owening for a little over 3 years. I was told I would have to pay $275 plus tax to repair (which is not too much less than the original product). I expressed my displeasure with the fact that a product should last longer than 3 years and they just repeated that stuff sometimes needs repair (it should not after 3 years and should not cost close to the original price of the product). I asked about a one time discount or something to purchase another because again, it should last longer than 3 years. The service manager just repeated the same line about repair and they could not change the price of the repair and she hung up on me. They don't stand by their product and are downright rude. I also noticed you can not submit a review on their website (hmmm, that itself is suspicious)

The CatGenie is a great product. However, the one star is for customer service and refusal to repair/replace the machine...that is still under warranty. I even bought the extended warranty, thinking it would be helpful. When I contacted customer service about the issue, I felt I was patient in taking the multiple steps (ie, putting the drain tube in a "Hot Wheels" loop, as it was explained to me) to address the issue. However, it still would not drain properly. Here it is 6 months later, and I am writing this review, with no resolution to it. I even sent a letter, as stated in the policies, requesting a resolution. Not one response. I sent the letter a second time with signature confirmation. Not one response. So, I now let every cat owner I know not to invest in the company for this reason.

I contacted Cs regarding a displeasing experience during checkout buying my second cat genie unit today. I have been a customer over 11 years. It was about wanting to use rewards but because not being able to remove the promotion that was automatically applied on the other item this was not possible. It is not like I wanted to use both promotions or anything in that nature. So I ended up ordering the unit without the side walls. CS on the phone was respectful but I didn’t get needed help. I need to give feedback and I did. When I emailed about this experience I was mocked. The reply was basically You can cancel your order if you want them to ship together. NOT I am sorry to hear about your experience. I can offer a free shipping OR I am sorry about your experience. I will relay the information to my supervisor. Nothing. I am surprised as I always was impressed with the service i received with this company. When I replied again stating my disappointment of his/her approach to my email The reply was “have a great day and a smiling emoji “

I need to order a replacement part: a rubber seal for the waste chamber. The original seal became loose and would not seal properly. When I called to order the replacement, I was told that I could not purchase it because I have not ordered enough from them in the past. Do not buy anything from this company due to their blatant anti-consumer policy.

Any looking for supplies in the UK I have found a Czech company that deliver to UK. Find me on FB and I will share the info. Helen Taylor-Brown