els pet Reviews 378

I thought this litter box would be great. And at first it was. The rake stopped working. I reached out in October to get support. Sent video in per request. Did what they suggested. They were supposed to send new sensors and never did. Reached back out and was told now I’m outside warranty and they can’t do anything to help. Even though I reached out months prior to expiration. I should've paid attention to the negative reviews honestly and not bought it. Most of them said it would stop working. If you’re reading this, it will most likely stop working at some point as it has for so many others, not just myself.

Edit: Notice in the reply that my multiple requests to return the product are STILL not even mentioned.
Original: I ordered the automatic litter box from Elspet and it’s not only a nightmare, but the company itself seems to be a scam. The where the plug inserts into the litter box stopped working very quickly unless it it taped into a specific position—again, I have to tape the cord for the box to have power…and a day after that started the box went into a never ending raking cycle, and the door will not open. The whole thing beeps as it rakes endlessly, and it’s completely useless. I contacted the company by email and included a video, then they responded by telling me to upload a video through google drive, I resent the video through google drive and said they I want to return the unit and that I need instructions as to how to get the used litter out before returning given that the door will not open, then they suggest through email that they could send a new adaptor, but the issue is the port for the adaptor, and they ignore my request to return. I respond again about returning the unit and instructions for the door. They respond by offering to send new parts, still ignoring my request to return the unit. I ask for the third time to return the unit and how to open the door, and I offer to return the unit with poo inside, and I told them that if they did not approve the return in the next email that I would contact my credit card company as they are not honoring their own return policy. In the next email they ask for a video to figure out the problem. This company is a scam. Do not buy from them.

I purchased this product and received it on 11/25. By December 12th it stopped working completely. As of today (12/30) it's been inoperable for 3 of the 6 weeks I've had it. With much back and forth by email over a week's time, they eventually sent me a "sensor" to replace. We had to take the whole box apart to replace the sensor, and it all hinges on the cleaning button working to move the rake so that you can proceed to replace the sensor. The cleaning button not working was the main problem. I couldn't get the rake to move to the right position to replace the sensor. They are, and have been, doing everything they can to not give me a refund or a replacement. They offered me a $50 refund on a $380 product and said I'd be responsible for the cost of shipping the defective product back to them. They are a scam with terrible customer service and a defective product. There's even a Facebook group about their scamming. Do not purchase from them. Go with Litter Robot. It might be more money but it's better than being out $380+.

If I could rate minus 10 it would be accurate. This company doesn't honor their 90 day warranty. The product is awful, just see the Facebook page "scammed by Elspet " before you buy. For most buyers on the FB page the product either never worked or stopped working shortly after purchase. The company has two people "Anna" and "Luna" whose jobs are to engage you in endless emails until your warranty runs out. They want videos of it not working, they want to send you spare electronic parts that you have to figure out how to install yourself. If you do get them to refund you, then you will have to pay between $150 to $200 to ship it back. They will give you the address of the warehouse furthest away so you re discouraged and possibly don't want to pay return shipping and then you won't get any refund. So think long and hard before you fall for this item. It's terrible!

Worse litter box ever made. Their customer service are no help. You ask for a full refund and they offer you pennies to keep the product that doesn't work.

never worked from day one...a string of "suggestions was useless...company refused to take the box back, and I ended up sending it back to address provided by another person on the scammed by elspet facebook group. They lied and said that was not their address, so I had a relative who lived nearby check it out...it was indeed their address. Disreputable company, over 11 months to get my money back, only lost $140 for the return shipping.

My partner bought one of these for our cat. The website offers a 'risk free' 90 day trial, even if it's used. We set it up and our cat would not use it. So after 2 weeks decided to try and return it.

Their customer service is a joke. Even though the product was shipped within the UK, they want us to return it to USA and to take £150 of our refund to pay for it, which is 50% of what we paid! So not risk free in the slightest.

We told them this was false advertising and they offered us 30 dollars, but still no refund.

I really hope I don't get one of those auto comments telling me to contact their costumer services, because we have, and they are scammers.

We bought an ELSPET cat box and my cats hated it. They hated it so much they chose to crap on my wife's pillow to explain how disappointed they were.

We tried to take advantage of the 60-day no risk money back guarantee, and elspet refused to honor it because the cat box had been used.

Mine never worked out of the box. After much runaround I was told no returns or refunds. This company is great at scamming people. Look on fb for scammed by elspet.

I hate to even give it one star. It deserves a negative 8 stars. ABSOLUTY NO CUSTOMER SERVICE!!!! Mine has not worked one single day.

Liars and thieves. Unless you are certain your cat will use this product don’t go anywhere near this company. They advertise you have a 90 day risk free trial to test out their Spaceship cat litter box. Once you request a return and refund they demand you pay £150 to send back to them in the US, even though the product has been shipped from within the UK. That doesn’t sound like a risk free trial to me if you’re only ending up with 50% of a refund. Customer service responds quickly but basically reading from a script and is useless.

Since we started using this automatic cat litter box, the odor in home has significantly decreased. It efficiently cleans the litter and filters out the smells, making it very intelligent.

I have been communicating back and forth since September with about 20 emails, responding to an Anna and Luna in customer servcie.
Clearly they are working from a script and do not know what they are doing. Litterbox worked for 2 weeks, rake got stuck. Troubleshot, worked again for 1 week. Rake got stuck again. Troubleshot, worked for 2 weeks then nothing. I was only 1 week over the 90 day return policy. Very hard to communicate with. Hopefully I can get this resolved soon.

Litterbox did not work from day 1! I have been trying for 3 days now to get a refund, but I keep getting the run around and no info on a return address. Stay away from this money pit if you can! Don't get robbed like I did!
Also pls stop asking for a video of a broken product and issue the return address so the Litter box can be returned in a timely fashion.

Absolutely the worst purchase and even more worse Customer Service. I have had my unit for two weeks and it stopped working. I’ve been going back-and-forth by emails to try to get it fixed since October when I purchased it. They sent me some new sensors and a video on how to replace the sensor now the rake doesn’t even move so that I can move the motor to get to the sensor to replace it. How can a company stay in business selling a piece of crap like this with no assistance when it breaks down and it says it has a one year warranty and the only way you can get in contact with them is email. They’ve even taken their phone number off of their site so you don’t call them.

Bought a elspet unit. Got it set it up worked perfect for a few weeks. Took it apart to clean, as per instructions. Hasn't worked sense! Blue light is on, will only work with reset, then nothing. Pushed buttons and it's just beeps. Contacted help support but they're a joke! Takes forever to get a response and they are no help anyways. THANK GOD we didn't buy another one like we planned! What a waste of good money!!!!! Stay away people!

Update: why would I do what they ask as that is the standard answer for everyone with a problem with this litter box? Sorry guys, it went on the garbage truck this morning. If I could give a zero, I would.

A total waste of good money. My unit had the rake consistently stuck in the clean position. I literally cleaned every single part of the unit, changed the litter and followed all instructions. Guess what? The rake is stuck in the clean position again. If I unplug it and plug it back in, it will go to the normal position but when tried to clean again, it once again got stuck in the clean position. It is now in my garage waiting for garbage day.

I got the new model of the litter box. It broke almost 2 weeks after buying it. I’ve spent 2 weeks already trying to contact the sellers to try and return it and have not gotten any proper response besides their automated response saying please send through a video and order number then going silent again. I am getting to a point where I am going to have to contact my bank to get them to try and contact the seller for a refund.

I have finally got a response from them. However they keep on sending me emails with step by steps for how to fix it and every time I respond to say it isn’t working they want me to send through a video to prove it. The product does not work or if it does, it is very sensitive so would not recommend because it is too sensitive to actually work for cats. All I want at this point is to return it and get a refund but they are taking ages to respond and keep on sending me troubleshooting steps which I do not want as I just want to return the faulty item.

I have been talking to them and said that I want to return it and get a refund due to it being faulty. They are charging me half the price of the product to do this due to cleaning costs and packing fees and 5% of the product itself even though I have shown proof the product is broken. They also want me to ship it and pay for shipping myself.

I have also added the same review to their website last week and they aren’t showing it which is why their review ratings on their website is so much higher.

This company is a a right joke
Been complaining for 6 months now and they have taken the mickey they have basically waited intill I was out warranty so they don't have to sort it out. I spent a lot of money on this littler tray and they can't seem to help I have sent email Facebook messages video pictures voice notes expaling what was wrong I even has a techy guy come out have a look he said they just wasting my time..

The ELS Pet Spaceship Self-Cleaning Litter Box has been nothing short of a nightmare. Within two months of purchase, it stopped working entirely. The unit would beep but fail to scoop, rendering it useless. Despite my extended warranty, the company refused to provide a straightforward repair or replacement without imposing absurd terms.

Their customer service process is designed to frustrate customers into giving up. I spent weeks emailing back and forth, submitting videos, and following every troubleshooting step they provided. As requested, I replaced all the sensors with the ones they sent, cleaned the unit thoroughly, and checked every component. After all that, the product still had the exact same issue. It was back to square one: a broken, unusable unit.

When I finally requested a repair or replacement under the warranty, ELS Pet presented me with outrageous terms:

Pay over $150 in shipping fees to return the defective unit.
Pay a 5% labor commission and service charge on the unit's total value.
Face deductions of $140 for "cleaning" and "restocking" fees if the unit was deemed used.

Alternatively, they offered small partial refunds ($50–$70) combined with unrelated accessories like trash bags or cat litter, while keeping the defective product. These “offers” felt like a slap in the face to a paying customer who simply wanted the product to work as advertised.

This company does not honor their warranty in any meaningful way. They create barriers to returning defective products and refuse to take responsibility for their failures. Do yourself a favor—avoid ELS Pet and their products at all costs.