Unprofessional, Defensive and a Waste of Time
My experience with this company and its seller was extremely disappointing. Communication seemed friendly at first, but as soon as I mentioned paying through PayPal Goods & Services, the seller’s attitude changed completely. I was called “awkward” simply for confirming the product existed in the warehouse — a normal precaution when buying remotely. The order was then cancelled the night before payment was due, wasting several days of communication.
I suggested PayPal; the seller said I’d need to cover the fees — something I’ve never encountered from a professional seller. The price offered was below retail, but that doesn’t justify changing tone or adding unexpected fees. Any claims that she “spent the weekend assisting” me would be a significant exaggeration; I only asked standard product questions any buyer would.
I’m glad I didn’t buy from this seller, as I would have ended up with a substandard product from someone unprofessional, inexperienced, and clueless about customer service. I have since purchased a far better self-cleaning litter box from a professional and credible seller — proof that good service and honesty are worth paying for.
I have provided a genuine and honest review of this seller and her company. I urge the seller to show a shred of professionalism and move on from false, petty counterattacks.
Avoid this company if you value professionalism, reliability, and your time.
Update following the seller’s response:
I’m glad I didn’t buy from this seller — it would have been a stressful experience with someone unprofessional and defensive.
To clarify once and for all — I contacted this seller about a product she was advertising, and she later mentioned having a few new units available. It’s true she mentioned PayPal Goods & Services, but I was the one who asked about using PayPal. The issue wasn’t who mentioned it, but her sudden change in tone after I said I’d use it for buyer protection.
Despite agreeing that payment before 8 a.m. Monday was fine, she cancelled the order the night before without valid reason. That decision had nothing to do with logistics — it was a change of attitude once PayPal was mentioned.
Throughout Monday, I politely messaged asking for her PayPal details so I could pay — starting from 9 a.m. and following up twice more. Only at 7:30 p.m. did I comment that leaving someone waiting all day without a response wasn’t professional. Claiming this was the reason she cancelled is simply untrue.
She also says she “spent a lot of time” messaging me over the weekend, but she was the one who shared her WhatsApp number and encouraged questions. I only asked reasonable queries about litter trays; she chose to reply at length. If she didn’t want to engage outside working hours, she shouldn’t have offered to.
I have since bought a far better self-cleaning litter box from a professional and credible seller — proof that good service and honesty are worth paying for.
I’ve shared an honest, factual account of my experience. I’d urge potential buyers to read her defensive replies and decide for themselves if this is the kind of seller they want to deal with.
Reply from Smart Pet
Farah, you originally contacted me about a used Neakasa that I had for one of my cats and sold. I said I had a very small number of new ones left which I would sell to you for less than the RRP. You asked if I accepted PayPal and I said yes I would do PayPal goods and services but there was a fee to me. I didn’t actually know what this was so googled it. You asked what other payment methods I accepted, I suggested bank transfer/ money on collection would also work, that way you would have also seen the item, but this wasn’t an option for you as you were over 3 hours away. You asked if you could pay by bank transfer after this. So no, my attitude did not change, as it was myself who mentioned PayPal goods and services in the first place.
I spent a lot of time whatsapping you over the weekend and on evenings about self cleaning litter trays in general including trays that I don’t even supply ( including litter robot 4). I’m sure most individuals/ firms wouldn’t respond in their own time out of sociable working hours, on a weekend. I’m not sure this would have been an option for you purchasing via the Amazon platform. You stated I wasted your time, but I also spent a lot of time with you back and forth. I was quite honest with you that in my experience litter robot 4 was the best tray- I don’t stock this so this is of absolutely no benefit to me to say this and the neakasas I have are not a ‘substandard’ product.
I instructed my logistics firm on a Saturday to despatch the item to you on Monday when they opened, originally you said you would send payment prior to Monday. Yes, I said before Monday morning was fine, but in hindsight- I don’t know of anywhere that ships an item to someone prior to any payment being received. My logistics firm are incredibly efficient and I didn’t want the goods being despatched to you early morning without any payment. You asked me to do a despatch email before you had even paid for the goods. I understand your concerns about checking whether something existed- but at the same time I didn’t want product to be shipped to you with no payment. So, it works both ways and this wouldn’t have been an issue should you have been local and able to come and have a look yourself. You called my logistics firm on the morning who then verified the product did indeed exist you then messaged me about payment. I didn’t reply throughout the day, as believe it or not I am a human being, and I am juggling a lot independently throughout the working week at present and Monday was particularly hectic- I received a message stating my lack of response for 11 hours was unprofessional so I felt it was best not to proceed with the sale.
I have nothing further to say to you. I am glad you have now found an automatic litter tray!