els pet Reviews 

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.

Had to give 1 star but would give 0. Ordered on the 3rd October. Tried to cancel a couple of hrs later but had an email a couple of days later saying I couldn't due to it being despatched. It is now 28th Nov and still not received my product. I have asked for refund but they will not honour it. Fraud company I think. STAY AWAY FROM THIS COMPANY. Does not help it's from China either. Sounds like they are trying to fob me off and not do the refund.

Litter box broke two months in and none of the troubleshooting ideas did anything to fix issue. I feel cheated

I am shocked how this company its still open.More than a month now they are lying to me and sending me scam letters showing they have send my refund.Today my bank told me they haven't send any refund and I should dispute.Shame on you Scam people

dangerous product! lets your cat enter during the cleaning cycles. DO NOT BUY

Worse than a one star, company is from China selling very poor quality. Under the terms you can send back. BUT you have to pay the shipping back to CHINA, very expensive so in the end I sold the unit on eBay after 15 days for £30 for the Cat Litter box, Trust me, STAY AWAY.

Complete scam.

Does not honor warranty. Horrible customer service. Please do yourself a favor and buy from a better company. The price is cheap and so is the product!

I have had this litterbox for less than a week and the rake is stuck and I cant get it to move. Of course there is no customer service number to call.

This is a SCAM! Don't purchase from them! Product is defective and had numerous issues right from the beginning. It has now stopped working completely. Even before it stopped working the litter box absolutely stank and this is despite using the same litter we have always used and was almosy scent free when used in a normal litter tray. It doesn't work well even when it was briefly working as it doesn't rake the urine clumps properly. Now it has stopped working completely and the company firstly delays any replies and we are now certain it's because they are trying to get past their 90 days return window. They have finally said they will accept a return but they will deduct almost 80% of the return cost! It's shocking! They keep asking us to trouble shoot again and change some sensors but it has become a full time job doing all these things and we don't believe anything they send us to change will work anyway. Avoid at all costs! You are literally flushing money down the toilet. It's a faulty product sold by a scam company!

TERRIBLE
So so glad I had a refund.

Don’t do it!! The reviews are real. My $500.00 machine broke in 2 months. Terrible customer service. Typical responce to everyone, send a video and order number then they respond never received it. Typical made in Hong Kong

I never recived my parcel they insist i got it but never did came from China dont buy.

Do not buy any of their products. They will break. We started support claim for the litter box within the 90 day window in September 2024. They requested videos which I sent three times over two weeks. Support was argumentative and refused to actually read what I was typing. After several videos they admitted it was in fact the sensors that failed.

Instead of a refund or sending a new machine they sent the computer chip sensors. Requiring me to be their engineer and dismantle their machine inside and out. Then wanting video of it. Their support pushed their responses out to be outside the 90 day warranty and now will not honor it. The machine still does not work. They offered a laughable 70 dollars after we return on our dime(150) and charging us an additional $80 restocking fee.

So unless you want to be scammed and reengineering their junk on your own time and dime with no real support or accountability from elspet, do not waste your money.

We also bought two pet water fountains. The smaller cat one was so loud it frightened the cats and dogs. It also stopped working in the first week. Support never responded to my request to have it replaced. The second bigger dog fountain, works well enough. But the gray filter clogs within the month and must be replaced every month or the machine breaks. Overall not worth the money.

A lot of history below:

This self cleaning box was great till it wasn’t. It took a week for it to stop working. Everything was fine except it wasn’t scooping any more. Went through the pain of submitting a video showing the issues. Instead of replacing the unit or refunding our money, and yes I liked it when it worked, they sent 6 new sensors and a new motor. Their replacement video was lacking in many ways, but it gave me enough detail so that I could replace the parts. It was rather onerous, but I succeeded! But then I didn’t. Although the scoop would now function, when I re-installed the odor guard, it wouldn’t work. Then I thought, no big deal, I’ll just remove the odor guard. So I did. When I closed the back (no odor guard), it still wouldn’t work. When I opened the back again with no odor guard, it worked again. Totally repeatable. All this said, the warranty doesn’t appear to be worth much. Seems like all support is up to the buyer to perform. Totally disappointed. Still awaiting further guidance from Els Pet. Buyer beware!
I’ll update if I make progress, positive or not.

Got a nice message apologizing and asking for details to help. Provided details and now hearing crickets. Maybe I’m just impatient given we haven’t been able to use our unit for weeks.

The battle continues with another apology. Now that I got the scoop working except for when the odor control panel is in place or the back door is closed ELS Pet is asking for a video of me replacing the same items. That is ridiculous. I need to know which sensor involves the odor control panel and the rear door. Those I can replace again. Please identify which specific sensor involves the odor control panel and the rear door. With this type support, don’t make the mistake I made buying this item. It will drive you crazy when it breaks.

Another update. After playing with the sensors again, the unit is working as desired. Now on our fifth day working this go around. Els Pet did send me data on the sensors who’s has proven helpful. The bad taste in my mouth is getting better as Els Pet continues (albeit slowly) to try to help as long as I keep doing all the repair work. Getting better.

Report to trading standards, Amazon & go via small clskns court...because this company is knowingly selling faulty goods & will not rectify it

Since I'm often away from home, this automatic litter box has alleviated my worries. Even if I forget to clean it for a week, it remains surprisingly clean, and my cats don't have to bear a dirty box.

I ordered a new rake and then found my extra rake but it IS IMPOSSIBLE to reach them to cancel an order.

Their customer service is next to nonexistent.