Catgenie Reviews 25

I care deeply about animals. That is why I bought the Cat Genie. And it has been one of the biggest regrets of my life.
Since 2022, I have been through four separate CatGenie Units- all failing from faulty malfunctions that were not user error- all internal issues that were out of my control.
These machines break done within 6-12 months at most, and their support team does everything they can to blame the customer and avoid accountability.
My most recent unit failed catastrophically: it was full of urine and feces would not drain. When I contacted support, I was told I would need to pay over $200 for a repair they diagnosed over the phone. If they are identifying the same issue so easily, that sounds like a recall-level failure, not a customer problem. $200 for a repair? That is half the price of a brand new unit- which comes with a starter park, all new parts, and warranty.
I had done everything right- cleaned the unit properly and often. I just do not have $200 more to keep dumping into a faulty product- when investing in something so expensive you do not expect it to be so costly to simply upkeep.
So I tried to avoid more conflict and decided to order another unit on my own. I had been contacting support since January and realized they were not going to actually help me- at this point even the repair would not suffice as the urine and feces has ruined the other parts of the unit. I could not let me cats use this at this point- it was just cruel. My cats took a long time to transition to the granules and were not wanting to use regular litter- so lack of support and quality of this company really impacted my life at home. The company refunded my order 3 times in a row- without a single bit of communication on the matter. Then, after months of SILENCE, they finally sent me an email, not to help, not to apologize, but to tell me they were permanently refusing me service- including support. Their email specifically stated "we will no longer be responding to your support claims needed". *my initial response was to laugh- what support have you provided anyway?
The crazy part- when I bought my unit the website stated they would provide support to you for life when buying a unit.
That email was the ONLY response I EVER reveived after months of waiting for calls or emails that never came. My mental health was suffering. My cats were stressed and urinating inappropriately because their toilet was constantly full of a urine/feces soaked bowl. It was heartbreaking. And the company never once asked how my pets were. Never once apologized for what I have gone through- and my messages to them were very specific. No compassion.
The company claims they took care of my by replacing faulty units under warranty but ignores the fact that they never should have failed in the first place- especially that many times in that short amt of time. Not when you have spent neverly $1000. Let's be honest, when you send in the unit for repair, you only send the core unit, not the full litter box. That means you are left with a bowl your cat urinates into that has no way to drain, forcing them to step into their own wet waste, which the granules do not absorb. The smell is aboslutely foul. The process takes weeks, during which your other unit part degrate and your cats suffer. When I voiced this concern to the support team, I was told: Just scoop it out. That is not support- that is cruelty disguised as customer service.
They accused me of sending too many emails and threatening legal action. Yes I followed up, because they ignored me. I asked for help. I was desperate. They never took responsibility. Instead, they defended the employee who told me specifically (when I asked to talk to the corporate office) "no one is going to care"- sadly, that checks out.
I am not alone in this terrible experience. Please do your research. Check martketplace- you will see MANY posts of people selling parts for their cat genie. I have screenshots from SO MANY people that were selling parts that suffered this same story from the company- all out hundreds of dollars and upset at the poor customer service. Marketplace is full of frustrated cat owners who were told to pay hundreds for repairs on failed units like mine- all having the same errors my units had. Be aware of their 90 day "free" trial- it is NOT free. If you return the unit they charge you shipping and a cleaning fee. Their support process is terrible. You call and leave them a VM; wait for a call back, and are expected to be standing next to the unit like it is your job. When I did get someone on the phone-I was talked over,dismissed,and then ignored entirely.
I cried so much over this. I spent money I could not afford to lose.
I even sent a certified letter to the corporate office w copies of the emails-hoping the support team was the issue. I received silence in return.
AVOID

Loved my first one when I was in an apartment, so I bought another one after getting some money for the holidays. Unfortunately the T adapter does not fit any of my existing plumbing and I'll have to change out shut off valves in the hope to find one that actually connects.

I e-mailed the company about their "hassle free 90 day return policy" and was told I had to call customer service only between the hours of 0900-1700 which as a 3rd shift work I find to be a very BIG hassle, they will not discuss any returns on their website or through email you HAVE to call, probably so they can try and talk you into keeping it, even if it literally won't connect to your plumbing.

Been using the cat genie for a few years now, the unit itself is great. Now come the time I need to order replacement parts, the customer service was horrible.

I ordered parts February 6. Come March 25 I have not got anything and I ask the support for the tracking for my order cause nothing has been sent.

I am told there is no tracking and they will reship it.

A week later they give me the tracking for the orginal order, after being told they don’t have. And it shows it’s been sitting for a month not moving. I then tell them this, and they tell me they are reshiping it, even though a week prior they said they already reshipped.

I then am given new tracking. It’s now April 13 and nothing has arrived. I am close to the 60 day limit to dispute charges on my visa so I tell them I have to dispute this charge to protect my purchase.

I then get this email telling me if I dispute I can not order from them anymore. Great customer service, not only have I waited two months for my parts now I’m being threatened to not dispute it or I can not order again.

Of course I disputed it still, I need to protect my purchase, and after being lied to about the shipping and reshipping, my trust with the company is not great.

I will gladly never order from them again. There are knockoff products you can use with this device and it still works.

I would not recommend this company, the litter box itself it great, but the company is ran poorly

I can post the whole email thread if needed

Catgenie in U.K. is useless. As for granules l have found U.K. company called poli plastic pellets ltd.

I bought 5kg heavy grey plastic pellets for £18.95 free postage from them. Seems to be doing the trick.

Now for the solution I bought a sanisolution cat wizard @ $88.80 usd on eBay. Installing the wizard was very very easy. Next I ordered 5lt of simple solution cat stain and odour remover and a small funnel, used this to refill the sanisolution cartridges, also very easy.
Job done.

WHO HAS TAKEN over supplying consumables for the Genie in the UK. I found someone based in Czech. Worth trying if you are stuck - message me for their info

Can anyone help please, I have 5 catgenies they have been out of use since the start of the pandemic, I had to stop using them because the saniflow pump that took the waste across the loft broke down and I have just paid out some £600 for a plumber, I then went to catgenie.co.uk to order 12 sanisolution 120, and PayPal returned me to merchant, so I tried to telephone but after a few minutes of music the phone went silent like I was hung up on. I have sent a email but haven't got any reply. The penny then dropped their must have gone out of business. I looked on amazon but they were asking £80 for one cartridge, so x12 would cost £960, but catgenie.co.uk would have charged £218, amazon are having a laugh,

Having same problem. Can't get supplies form site. However therobotshop do have them. Just wondering if I need spares at any time.

nick from customer service is rude and unprofessional he does not care about the customer. there are a bunch of staff like this he's been there the longest and i can see the company having trouble with the moral.

New distributor , Traminal s.r.o selling into uk via catgenie.online catgenie US will pass on details if you email them
A new company has been appointed a new PanEuropean and UK distributor and is working on establishing a new comfortable direct online solution for the whole EU / UK followed soon after by local branches / partners in all EU countries and UK for even more efficient service and support.

I have 2 cat genies and like the rest of you have now run out of the sanisolution, i will give them credit back in jan for sending granules and still waiting for the invoice, i have spoken to ian in the past about problems re payment on site - don't get me involved in that one, I will have to dig out his personal number again and badger him

Disaster, i cannot buy sanisolution nor granules the website stops you at end and they also closed their fb page. Utterly disgraceful company, they are waste of oxygen. Shameful service and they should close down unless already did. No one to serve Malta EU. Stay away

Just like everyone else here I have been trying to contact cat genie UK for days with no response, I cant order cartridges online as the website seems not to work for me currently and just gets stuck at the end, I cant get parts for my catgenie as those are no even available for purchase. I am at the end of my tether with them and have had no luck contacting the managing director nor any of the staff I have dealt with in the past. Cat genie US respond very quickly and I like the product and have 2 cat genies but cant maintain them at present. The staff in the UK dept are not worth the paper their names are written on and my poor cats are really starting to suffer. This is an absolute disgrace! Can someone please contact me back?!

UPDATE CatGenie.com working on servicing UK customers.
You can email support at catgenie.com as they are working on getting UK customers all assistance and staying in touch with them to make sure they are helped.
They are in the process of working on using Amazon UK to sell supplies etc
In the meantime, you can get supplies from RobotShop.com who deliver from the Netherlands just search for CatGenie

The CatGenie works fine. I’ve got maintenance cartridges & packet of granules. For a while the unit wasn’t used. I’ve maintained it well, got it working again when I had a blockage (thanks YouTube). Last order they only sent one of two sanisolution cartridges. Randomly I got a refund from PayPal yesterday for around £10. Now I get a 404 error from CatGenie UK website so stressed now about getting new cartridges with paying exorbitant amount from states. Anyone know?

Avoid at all cost. You order a set of 3 items. They take the money and send 1 item and say that they have stock problem. We had this problem for 2+ months now and they refuse to refund.

If they have no stock, they should remove the products from their web page and stop selling until they have stock. But they keep same products which they do not have.

It is a money pit. The worst company I have made purchase from.

I have been using CatGenie's for many, many years and up until now the CatGenie UK website and personnel have been awesome. Sadly, I put in an order (as normal) from their website on 18/08/19..... no delivery..... waited a couple of weeks as it's the holiday season.... still nothing. I have sent 2 emails and left 2 voicemails and all to no avail. I have been forced to put in for a refund from PayPal but like everyone else on here, I am now really stuck as to how I can continue to use my CatGenie with no access to reasonably priced cartridges.

I have tried to contact catgenie about 7 times and all I get is an answering machine I leave a message but no one returns the call I have also sent multiple emails and no one returned my emails great customer service ! Not

I have three of these Catgenie Toilets, I have tried to order cartridges in the UK - It appears hey have gone out of business.
Ii eventually found some cartridges in the robot shop in Canada and its cost just under £200 for 6 cartridges shipping and customs tax.
Nobody from Catgenie responds to help.
It looks like they have gone under to me - what a waste of money this has been buy these .. and tied to Very expensive cartridges that you now cannot even purchase .. absolutely disgusting

I first placed an order for a Catgenie some years ago. I had to chase them up a couple of weeks later as no machine was sent. They advised they had no stock. A bit odd, I thought. They refunded my payment. So I was disappointed, but no hard feelings.

More recently, prompted by a bout of diarrhoea, I thought I would give them another go. I placed my order and received no e-mail confirmation. I e-mailed them and received no response.

The next day, the package arrived. I had ordered a package including additional sanisolution cartridges and washable granules. No additional supplies included. I telephoned:

"Hello. Catgenie messaging service. Can I take a message?"

I left one message. No response.

I left another message. No response.

I sent three e-mails. No response.

I lodged a Paypal case. I received a full refund.

So I have a free Catgenie. Guess where the only place in the UK you can buy supplies from is. Yes. Same shady site.

Order from abroad, you say? E-bay is showing postage of £23.17 on a box of washable granules.

Reading this thread, it seems others have had similar issues.

If I had paid on a debit card, I would have had no recourse. Thank God for Paypal.

My Catgenie is going into landfill. Please don't give your money to this awful "organisation".

Once great. The product itself is great but catgenie UK is a black hole. The site takes your money but sends you nothing, responds to nothing and forces clients to lodge PayPal disputes.

They were great to start 3 or 4 years ago but have had screaming phone call with their useless staff.
Avoid at all costs. No response from them by email or phone messages. Sent 2 out of my 6 items I ordered to my old work address NOT the address on my PayPal purchase. I’ve had to come to Northern Ireland with NON functioning cat toilets.

Fricking useless. AVOID AVOID AVOID