Litter-Robot

I am leaving a review for the litter robot 4 as I am BEYOND disappointed with the customer service provided by the company. No confirmation email of my order, shipping confirmation, or tracking information was ever sent. Once I found the shipping information, I realized they were shipping the robot to my billing address, not my shipping address. I reached out to the company on January 17th as I was concerned about this mistake. I was reassured by the company that the robot would be shipped to the shipping address, not the billing address. Today, I went onto the litter robot website because again, I received no email confirming anything, but I had a feeling it would be delivered. The website confirmed delivery with no photo. I immediately went down to my apartment entrance to look for the package. It was not there. I called the company and they tried telling me it was. I explained that I reached out days earlier and had a feeling it was shipped to the wrong address. I was again told it wasn't. I called my mom who lives at the shipping address and asked her if there was a box outside. There was! Not only was the robot delivered to the incorrect address, but the shipping company couldn't take ONE extra step to put the litter box inside the porch to save the $1,300 machine from the freezing rain.

The second time I reached out to customer support to confirm that the robot was in fact delivered to the wrong address, I was unpleasantly greeted by a customer service representative, Ginger. Ginger was physically incapable of showing any sort of understanding or compassion for what a frustrating position this has put me in. Further than being extremely dismissive and frankly, rude, she told me I had one of two options. 1) Hire someone (at my expense) to pick up and deliver this large robot 2) return the robot (at my expense) and wait another 6 weeks to have a new robot shipped to my address. At this point, I was becoming quite frustrated. $1,300 for a litter box, and I am not only being told to pay out of pocket for a companies careless mistake, but, I'm also dealing with a blatantly disrespectful woman. Ginger felt the need to consistently tell me its not their companies fault, its the shipping company to blame. Regardless who is to blame, I am not. This reiterates my question, why am I expected to pay for someone else's mistake?

I asked Ginger to let me speak to a manager as I could no longer deal with her absolutely unnecessary attitude. She told me they would call me back in approximately 24 hours. I expressed my concern as my mother who is in her 60s, and my grandma who is in her 80s are the only people who live in the billing address which the litter robot had been delivered to. My mom and my Grandma are not able to pick up the robot and carry it inside the house. (Especially when the delivery company could not be bothered to take one extra step and put the robot inside the covered front porch and instead, left it outside). This is especially concerning as this means the robot will now be sitting outside in the freezing rain for up to 24 hours while I wait for someone to call. Again with the dismissiveness, Ginger told me, "it's not that heavy, just get your mom to move it". This comment is absolutely unacceptable. Ginger does not know my mom, nor does she know my grandma. With knee replacements and arthritis in two people over 60, what Ginger finds to be an easy task is not so easy for everyone. Her attitude is absolutely disgusting. I ended the call there as I felt beyond disrespected and absolutely infuriated.

There is absolutely NO reason a customer paying $1300 for a litter box should be paying for a companies mistake, whether it be theirs, or the shipping company THEY chose.

I have spent over $1000 buying the bundle and then replacement parts. There is a rubber dam that the litter sits in, that goes over the lip of the opening. The company made a hard plastic protector for the entry as an additional expense. The protector does not cover the entire lip of the rubber dam and as such the cat chews on it and destroys it forcing me to replace it at a cost of $65 each time and about an hour (on a good day) of work. I have sent photos and requested help with this but there is none available. Completely ignored by litter robot. I am attaching photos so that you can see what I am talking about. I am also attaching the $35 litter box that is available at petsmart. Suggest you get this it takes 5 miinutes to clean and a lot less aggrevation.

Reading reviews from 2021 and seems like nothing has changed... It is Oct 2022 and the only reply I get is they will contact me. ZERO CUSTOMER SERVICE> It's been 3 weeks and no one has called to help troubleshoot (I've tried everything they suggested from the online troubleshooting section). My second robot is now having issues. Maybe they will reach out after the warranty is up?
Why sell such a high end product then not provide customer service?

I'm a single mom with three cats, I don't have a lot of money to waste like I did on these products from Litter Robot. I've had both the LR2 and the LR3-OpenAir models. BOTH started having mechanical problems in less than two years and ended up dying completely with absolutely no support from their so-called customer service. Every time I reached out (via phone, email, and Facebook) they rarely responded, but when they did it was a lip-service. They do NOT care about their customers once they have your money. PLEASE do NOT spend your hard-earned money with these people, it will be a waste. There are many other better options that are more reliable and affordable on the market.

The plastic is very thin and flimsy & the globe cracked. There is always some kind of problem that causes it to stop mid cycle. And, the worst part is, that it smells. If I spend five hundred dollars on a litter box, I better not smell it at all. But they put holes in the bottom of the globe and holes in the waste collection drawer. Then they tell you to buy their overpriced carbon filters and it won't smell. But guess what, it still smells.

UPDATE:
05/23/20
Over the last 2-3 years, Litter-Robot has phased out a lot of its support for the old-school LRs. They are only interested in pushing out the LR3 with all of its bells and whistles. Being that there are not a lot of Litter-Robot repair places out in the world, this puts my tried and trusty, older models into a bad situation! I cannot refurbish or repair them myself although the site still carries some of the parts and accessories. Also, their customer service used to be top-notch, but it now seems very aloof and is only interested in promoting their newest model. It is also very difficult to get a response to questions in a timely fashion, especially for their older products. This "dismissal" of former products and the fact that the price of the new machine is exorbitant, I will be "hard passing" on their newest model.

7/13/15
I have purchased my third litter robot this year. I used to be an avid user of the Littermaid Automatic Cat Litter Box, but the replacement was junk! The Litter Robot is made simply and well. You can make payments if the price is too prohibitive all at once. They tend to be in the $300-$369 range. I bought all 3 of my Litter Robots on their payment plan. The LR's are made in America and their customer service is PHENOMENAL! They have plenty of support online and have a very reasonable return policy. Any time I have had trouble or needed something fixed, they have been super helpful and and super efficient. These are built to last and they will do just about anything to make sure you are satisfied.

And now, the cats! All of them except one---my old man cat---use these litter robots. They have reduced the odor incredibly in my house. The cleaning of the litter box has been reduced to opening a drawer and throwing out the sack. No "digging for gold" in these! I highly, highly recommend the Litter Robot.