catgenie.com Reviews

My unit has been broken from the moment I bought it. I've called support countless times and they can only fix it temporarily. Last week it died right before I was heading out of town. I took it apart twice trying to find the issue and came up empty. It worked for 3 days after cleaning but then started acting up again. First it wouldn't drain, then it said no sanitizing solution cartridge, then it stopped powering on. I had to run to the store and buy a regular litter box. When I finally called CatGenie back, they wanted to sell me parts instead of acknowledging this is the same recurring problem since day one. The rep claimed I last called on a specific date, but I argued I had called just the month before. They had no record of it. These customer service reps are rude just like other people have complained. Do not buy this product.

Dealing with this company has been a nightmare and a financial drain. The customer service staff is rude and unprofessional. They won't identify themselves and they interrupt and talk over you angrily. Ask for a manager and they'll claim they own the company or say there's no one above them to escalate to. You're paying over a thousand dollars upfront plus ongoing expenses for soap, litter, and plumbing setup, yet they show zero compassion or useful assistance. The product has a big problem they don't advertise: after 30 days without hookup, it locks you out and requires a special code to work. They intentionally prevent you from using the basic manual cleaning function so you have to call them. Instead of giving you the code, they demand you ship the huge expensive machine back at your expense for an "inspection," claiming it probably won't work after sitting idle. This forces you to interrupt your cat's training, buy a temporary box, and spend more money and time on a mess the company refuses to handle professionally. I deeply regret this purchase.

CatGenie does not stand behind their warranty like they should. I bought my unit in March of 2024 and it's already been swapped out once for an arm problem. Now it's failing again. When I contacted them, they claimed they couldn't replace it because it was "almost" done with warranty, even though I purchased an additional two year protection plan that covers it through March 2027. I had to fight to show proof that I bought the extended coverage before they agreed. When they finally sent the replacement, it was a used processor absolutely covered in cat urine. And the kicker - the used replacement they sent me doesn't even work either.

The concept is interesting but don't expect this company to back their product long-term. My CatGenie 120 quit dispensing liquid after just over 3 years of ownership. When I contacted them about it, they quoted me 275 dollars plus tax for the repair, which is almost as much as buying a new one. I expressed frustration that a product should last longer than 3 years and they kept repeating that things need repairs sometimes, which isn't a real response to my concern. I asked if they'd offer any kind of one-time discount on a new purchase since the original should have lasted longer, and the service manager just repeated the same line about repair costs and hung up on me. They don't stand by their products and their staff is downright disrespectful. I also noticed you can't even leave a review on their actual website, which itself raises red flags.

The actual product itself works great, but I'm giving one star because of how they handle customer issues and warranty coverage. I even purchased the extended warranty for extra protection. When my unit started having problems, I was really patient going through all their troubleshooting steps, including some pretty creative drainage fixes they suggested. After all that, it still wouldn't drain right. Now it's been half a year with zero resolution. I sent them a formal letter requesting help and got nothing back. I sent it again with signature confirmation and still silence. At this point I tell every cat owner I know to stay away from this company because of how they treat customers with problems.

I contacted customer service about an annoying checkout experience I had while ordering my second unit after being loyal for over 11 years. The issue was that I wanted to use my rewards points, but a promotional code was automatically applied and wouldn't let me use both discounts. That was fine - I wasn't trying to double dip anyway. The phone rep was polite but didn't actually solve my problem. After I gave feedback via email, they mocked me. Their response was basically "just cancel and reorder" with no apology, no offer to help, no attempt to make it right. I replied saying how disappointed I was with their tone, and they responded with "have a great day" and a smiley face. I used to be really impressed with this company's service, so this shift is shocking to me.

I tried to order a replacement rubber seal for the waste chamber because the original one got loose and wouldn't create a proper seal anymore. When I called to place the order, they told me they couldn't sell it to me because I haven't purchased enough from them historically. This policy is completely unreasonable and anti-customer. Don't buy from this company if you value being treated fairly as a customer.

I've had this unit for about a year and it's been nothing but trouble from day one. Drainage problems kept popping up, forcing me to disassemble and clean the whole machine almost every week, which is gross and a huge hassle. It's been a real nightmare. Skip this purchase. I ended up throwing mine in the trash. Plus their phone support isn't helpful at all. They just tell you to ship the unit back at your own cost so their techs can look at it. I normally don't review products, but I felt compelled to warn others away from making the same expensive mistake I did. I bought this thinking it would make dealing with cat litter easier for my household, but instead it made everything ten times worse.

I bought the Cat Genie Smart Litter self-cleaning box and it's been a disaster from start to finish. The product quality is awful. After barely any use, the washer on the hopper deteriorated and the whole thing became useless. I called their customer service to get a replacement part and they demanded proof that I buy their supplies. I registered my unit with them and offered to pay for the part kit, so their request for documentation doesn't make sense and shows terrible customer service principles. When I asked where on their site it says you need proof of purchase for parts, I got no answer. When I asked to talk to a manager, they said managers don't take calls and I should email instead. This is the worst customer service I've ever dealt with. I spent over 550 dollars on this and now they're blocking me from buying the parts I need. It's unacceptable.

The product itself is fine but the customer service is abysmal. I emailed about a defective cartridge and they refused to discuss anything unless I called their phone line. I explained that I'm hard of hearing and they just told me to have someone else make the call. That's outrageous. Then they decided to block me because I used an international credit card, assuming I don't live in the US, and they never even asked where I actually am or what the issue was. I've been buying from them for nearly 10 years and now I'm done. Their customer service is rude, judgmental, and completely unwilling to help. Plus there are entire online communities talking about faulty cartridges, so this is clearly a known problem they ignore. The product is decent but if anything breaks you're basically on your own with this company.