Bad
Based on 359 reviews
els pet1.9Honesty, pricing, process and quality scores appear once 5 customers have rated them.
Els Pet is a leading pet care company committed to delivering top-notch products and services for pet owners and their cherished animals. Founded with a deep passion for animal welfare, we specialize in a diverse array of pet supplies, including innovative smart litter boxes and essential grooming items. Our mission centers around a dedication to pet innovation, creating solutions designed by real pet parents to address everyday challenges. By choosing Els Pet, you’re investing in a cleaner, healthier, and more enjoyable living environment for your entire family—what we like to call "innovation with purpose."At Els Pet, we recognize that pets are integral members of the family. This understanding drives us to source our products from reputable manufacturers who share our commitment to quality and safety. Our experienced team is always available to assist customers in finding the perfect solutions tailored to their pets' specific needs.Beyond our comprehensive product offerings, we also share expert insights on pet care, training, and nutrition through our blog and social media platforms. By providing these valuable resources, we empower pet owners with the knowledge they need to make informed choices.Our online store is thoughtfully designed for a hassle-free shopping experience, featuring prompt shipping and outstanding customer service. We believe that every pet deserves the very best, and we aim to be your trusted source for all your pet care requirements.Select Els Pet as your reliable partner in your pet care journey and become part of our vibrant community of passionate pet enthusiasts today!
els pet (elspet.com) has 359 customer reviews on Folks Told, with an average rating of 1.9 out of 5.
Showing 247 reviews with 1 star · Clear filters
Quinn R.
I saw all of these reviews I got a email from them stating my order was a high risk order. I went and saws all these reviews this is my first time getting I automatic litter box but I’m indeed scared, I requested they cancel my order and I buy it elsewhere I hope they cancel the order and don’t try to ship it anyway.
Sandy K.
I bought the newest model Orbitie in August 2025, and by mid-September it was already failing. The litter box constantly got stuck during rotation, wouldn’t return to its proper position, and completely lost odor control. Because it couldn’t reset, my kitten couldn’t use it and ended up going to the bathroom outside the unit multiple times. I also had to replace the waste bin after every single use because the smell was unbearable. I contacted Elspet support, and instead of providing help, they asked for a video—despite the issue being something that cannot be captured on video (and obviously you can’t record odor). I sent photos and explained everything, all while still well within their advertised 90-day home trial. Instead of honoring it, they kept dragging the conversation out. They blamed the odor on my cat, insisted on an error code (there wasn’t one—just two dotted lines), and ignored my repeated request for a return and refund. Eventually they told me it would cost even more money to send it back and that I should just keep it. In the end, I wasted around $300, plus the cost of buying a different brand’s self-cleaning litter box. I would never recommend this product or this company. Terrible design, terrible customer service, and a complete waste of money. A star is wasted on this product.
Gary P.
I have been trying for over two weeks to get this company to respond to my requests to replace a broken part. You cannot expect, only send us an email and we will get back to you soon. I have one of the grommets, the yellow color side that holds the sifter in place, broken off. I can only put it back on and try to rotate it to clean the litter. I purchased this from their website and paid through AFFIRM just three months ago. If they do not contact me within three more days I will request my money back through AFFIRM and then let them go after this China based Company. I say that AFFIRM should cut ties with this Company. They say send us a snapshot of your receipt, how about YOU look up my purchase and either refund the full amount or send me a new part. Imagine this, no phone number to call either.
Dennis S.
Assembled the Orbie litter box and seemed pretty straight forward. First of all, it does NOT accommodate large cats (16 -18lb),and litter seaped through the seam on the globe. First email they suggested putting tape over the seam ($300 litter box and taping the seam is the answer?). Numerous emails back & forth, offers to sent litter to compensate. Finally they agreed to take it back, sent it back and it went silent, would not return emails. I filed a dispute through PayPal, and they agreed to refund if I canceled the dispute. DO NOT CANCEL YOUR DISPUTE! Once canceled, you cannot reactivate, they know this and after I canceled it went silent 2 more weeks. PayPal said they couldn't help since I canceled the dispute. Luckily I used a credit card linked to PayPal, I filed a dispute through the credit card company. Now I just received an email stating I will get my refund if I cancel this dispute. Not going to happen!
Kate H.
This is a terrible litter. After a year of woe, it’s finally going to the dump. I had issues with delivery in the first place, eventually demanded a replacement after a month. It’s the most inaccessible Thing to clean. Like a nightmare…constantlyalarming because the rake can’t deal with a clump…don’t get a rake litter so bad. 300 pounds and loads of effort later. The arm of the rake mechanism actually snapped last week. It going the tip. I’ve bought pet kit ultra, what a dream…x3 the price but my god worth it.
Reply from els petSep 22, 2025
Thank you for taking the time to share your experience with us. We are genuinely sorry to hear about the significant frustrations you've faced over the past year. This is far from the experience we want for any of our customers, and we sincerely apologize for the failure of the product to meet your expectations and for the inconvenience caused by the initial delivery issues.Forward your proof of purchase to [email protected]. We will verify the seller’s status and—if authorized—provide full warranty support. If not, we will still offer troubleshooting guidance and investigate the seller. Your feedback is incredibly valuable, and we will be sure to share it directly with our product development team. Issues like the rake mechanism breaking and difficulties with clump management are serious, and we are committed to using this information to improve our designs. We truly appreciate you giving our product a try, even though it ended in disappointment. We're glad to hear you've found a solution that works for you and your pet with the Pet Kit Ultra. If there is anything further we can do to assist you, please do not hesitate to reach out to our customer service team directly at [email protected]. Wishing you and your pet all the best.
Thomas Z.
I buy Els Pet self cleaning cat litter box few weeks ago . At this moment litter box isn't working. I tried all troubleshooting procedures and nothing help. So approach the Support from Els Pet via email for help and advice. What was my surprise when I received a response from them. Instead of help and advice on how to solve the problem. I was told that if I didn't buy from their online store, my warranty is invalid. And they will not do anything about it. Really people??? So if I buy "S*NY" product elsewhere apart from their website they don't honoured warranty policy? Of course not. It's doesn't matter where you buy, as long as as its brand new, you as a company have responsibility to respect warranty. Any way from last week my cats using broken litter box and I need to clean after them manually like on old good days.
Reply from els petSep 9, 2025
Dear Thomas Zakowicz, Thank you for taking the time to share your feedback, and we are truly sorry to hear about the frustrating experience you've had with your Els Pet litter box and our support team. We understand your disappointment completely. Our warranty policy, like many manufacturers, is structured to cover purchases made through our official website and authorized retailers. This is because we have no ability to verify the authenticity, condition, or terms of sale of products sold by third-party sellers on platforms like Amazon. We cannot guarantee that a product was purchased new, was not damaged during third-party fulfillment, or is a genuine Els Pet product unless it comes through our official channels. We sincerely apologize that this policy was not communicated to you with more empathy and clarity in your initial exchange. Our goal is always to help, and we regret that we fell short. While we are limited in providing direct warranty service for unauthorized purchases, we want to try and help you get a functioning product. We recommend: Contacting Amazon or the Seller: The third-party seller on Amazon is responsible for the product they sold and its warranty support. Amazon's A-to-Z Guarantee also protects customers in these situations. Please reach out to them for a refund or replacement. Providing Your Info to Us: If you can forward your proof of purchase (e.g., order ID, invoice) to us at [insert dedicated email address, e.g., [email protected]], we would be happy to verify if the seller is an authorized partner. If they are, we can immediately proceed with warranty support. If they are not, we can use this information to investigate the seller and offer troubleshooting advice to help get your unit working. We know your cats' comfort is the priority, and we hope this can be resolved quickly. We are here to assist within our available means. Thank you for giving our product a try, and we hope to have the opportunity to provide you with a better experience in the future.
Stephanie S.
Update: Elspet refusing to help. Amazon also refusing to help. I would encourage everyone to avoid ordering any and all Elspet products as they hide behind unknown third parties and don’t accept responsibility for their products. I purchased an Elspet litter box on Amazon. It stopped working after 6 weeks. The litter box freezes mid-cycle and won’t complete the cycle until it is fully reset. Cats are unable to utilize it during this time. I was outside of the return period. Elspet refused to refund or replace because it wasn't purchased directly through them.
Reply from els petSep 2, 2025
We are truly sorry to hear about the issues you’ve experienced with your Els Pet automatic litter box. We understand how frustrating it must be when the unit stops mid-cycle and disrupts your cats' routine. Unfortunately, as your purchase was made through Amazon and not directly through our official store, our team does not have access to your order details, transaction history, or prior communication records. This limits our ability to verify the purchase or offer direct technical support or warranty services. We strongly recommend reaching out to Amazon’s customer support team or the third-party seller you purchased from, as they are better positioned to assist with post-purchase support, refunds, or replacements based on their policies. Many sellers on Amazon handle fulfillment and customer service directly. If you’re able to provide proof of purchase or a relevant order ID, we’d be happy to help guide you within our available means or escalate your case appropriately. We appreciate your understanding and hope this can be resolved quickly so your cats can comfortably use their litter box again. Thank you for being part of the Els Pet family.
Deb
Do not buy this litter box! This was our first auto litter box and we went cheap to see if we liked them. Well this brand was a no go! It leaks pee and it got under our hard wood flooring turned it black and it stinks! The next thing is that the step that you have to pull out and off to get to the litter bin is so hard! You have to push these little things on the sides and slide it in and out. Sounds simple but it's so impossible! It won't work right until it's snapped in properly. The pee puddles inside and smells so bad! Then it also leaks out. The rake thing pushes the little up the back. It's hard to tell if you're overfilling the littler bin so it begins to push the litter out the back somehow and it ends up on the floor and inside the thing. I have to say though that it's pretty easy to empty the waste bin. It doesn't hold much. We have two cats and can only go on 3 day vacas. We ended up spending almost $900. on a better one I hope! Just set it up. It doesn't look like it can leak. Hoping for the best! Just go for the best and don't even try this!
Reply from els petAug 30, 2025
We are so sorry to hear about the negative experience you and your kitties have had with the litter box. We sincerely apologize for the issues with leaking, the difficulty of accessing the litter bin, and the problems with the rake function. This is not the experience we want for any of our Els Pet family members. We take product quality very seriously and would like to make this right. Our customer support team can assist you with troubleshooting, a replacement, or processing a return and refund under your warranty. Please reach out to us directly at [email protected] so we can help. Thank you for bringing this to our attention, and we appreciate your honest feedback as it helps us to improve our products. We wish you the best of luck with your new litter box.
