Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/21/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed my order two weeks ago on 11/07/23. I have a confirmation. However, I have no product and no response to my email, no response to messaging on Instagram…Just nothing, it’s been a few days. I also I asked them in the email if I could use the 20% off “coupon’ that’s advertised on Facebook… I requested this to avoid a return/exchange once the product is delivered. I read another complaint that has me worried as well because I am also disabled, and will have a very difficult time if I have to go through the return process with this company in the same manner as the woman’s complaint I read on BBB. At this point I’m not sure if this is just another fraudulent site online because that’s usually who this type No Product/ No Response comes from. Do I need to file a claim with my credit card company? I can provide additional information / photos of message and email if needed. The total price I paid includes State Tax and there was Free Shipping.

  Customer Answer

  Date: 11/22/2023

  Now their shipping app “Shop” is showing it being delivered and it was not delivered.

  

  Business Response

  Date: 11/22/2023

  Hi there! We are very sorry for the inconvenience; we are behind on manufacturing due to some issues with our machinery, which is why our product listing stated that there is a lead time of about two weeks. Our machinery has been repaired and we are back up and running, so your order should be shipping out shortly. Please note that Facebook promotions are run by Facebook and can only be obtained by ordering directly through them—we are unfortunately not able to price match a Facebook discount. However, we can cancel your current order if you prefer to order through Facebook directly; just let us know and we will take care of it. 

• Initial Complaint

  Date:06/30/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered their main advertised product. Advertised as easy to assemble and cats love it.
  I feel these are false claims.
  I had a lot of trouble putting it together, and now to return it, it's impossible to get apart to send back. I filed the claim online with their business and all they do is send a return postage. No instructions on how to get it apart without breaking it. And especially being physically disabled, and now they require me to pick up and take this large box to somewhere to have it mailed back in order to get any of my money back.
  I feel their return terms, and lack of help in disassembly, are quite discriminatory towards those with disabilities.

  

  Business Response

  Date: 06/30/2023

  Hi there! We apologize for any trouble with the return. We don't have any official disassembly videos or guides, but to take the wheel apart you'll first need to remove the traction pads (if you applied them). These should come off like big stickers, so all you need to do is find an edge, grab it, and pull it away from the plastic. These cannot be reused or recycled, so you can just toss out the used pads as you pull them off. Then, to separate the rings from the center panels that form the running surface, you'll want to push down on the little tabs locking each side track segment to the big track panels. Going one piece at a time, press down the tabs and pull the side track away from the center tracks to keep them from snapping back together, and work your way around the whole rim. Once all side tracks of one rim have been loosened, you can remove that rim and break it down piece by piece. Then repeat the previous step to remove each center track from the remaining rim, and separate that last rim into pieces. If small tabs break or snap during this process it will not affect the refund, as the damaged part will just be melted down and recycled once we receive it back. The most important thing is to reduce the wheel in size so that it can be packed back in the original box. 

  Customer Answer

  Date: 07/03/2023

  
  
  
  
  I am rejecting this response because:
  
  This does not help a DISABLED person take the wheel apart and return by any means. The "instructions" provided are not possible for me, and many other disabled people.

  
  
  Regards,
  
  
  
  A***** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 07/06/2023

  We apologize for any inconvenience, but the cat wheel is an item that must be assembled and therefore must also be disassembled in the case of a return. We do not have any technicians that can be sent out to assist, but perhaps you can reach out to a friend or family member to see if they can assist with disassembly. There are also third party handyman services such as Taskrabbit that may be able to assist you. If you have a box large enough to send the wheel back assembled you may do so, but we are concerned that you will not be able to find a box large enough to handle the entire wheel. 

  Customer Answer

  Date: 07/06/2023

  
  
  
  
  I am rejecting this response because:

  Not everyone has friends or family, especially the disabled. And disabled people ESPECIALLY do not have extra money lying around because you could not take the time to make something properly accessible for us.
  
  
  
  Regards,
  
  
  
  A***** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:06/05/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been needing a replacement part for at least 8 months now and my cats have not been able to enjoy their wheel. The base part to put the wheel on is cracked. No replacement part to be found in stock. I have checked the website and you have to order the whole base kit which is $60. Which is always out of stock. I've spend over $200 on this wheel and I am very disappointed.

  

  Business Response

  Date: 06/07/2023

  Hi there! If you can please email us at [email protected] with your order number, we can check and see if there are any warranty options available for your order. We weren't able to find an existing order for you using the name or email provided to the BBB, so we'll need the order number itself in order to proceed. 

• Initial Complaint

  Date:03/31/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To whom it may concern:
  
  I purchased a brand new product from this company. The box was delivered by UPS with no visible damage on the exterior of the box, On the interior of the box there were over 50 small pieces of damaged items on the bottom of the box and in the individual sleeves of the wrapped items. The entire product has a multitude of pieces (probably 60-75) pieces in order to put the entire wheel together. Since there are so many broken pieces in the box I am tried to reach out to the customer service and return the entire product so that I could get a replacement. I understand their warranty and replacement policy and they are trying to charge me a fee to ship the item back to them to get a replacement. There are asking me to let them know which parts that I need replacement on but I dont even know what the pieces are supposed to look like. Again, there are over 50 small broken pieces all over the box. There are a handful reviews on their website that indicate the same issue that I am having.

  

  Business Response

  Date: 04/04/2023

  We're sorry to hear that parts arrived damaged! While our warranty typically applies individually to parts and we will replace only those that are damaged, we may be able to proceed differently if the majority of the parts you received were broken. All we need is at least one photo that clearly shows all the damaged parts in order to move forward; you can submit them through the contact form on our website or directly to [email protected] (please include your order number in the subject line or body of the email so that we can match the photos with the correct order). 

• Initial Complaint

  Date:03/31/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My online order was placed on the 18th of March. The payment has fully been processed through my bank account. I contacted the company 3 times asking for shipping confirmation and sent them my email address. I have heard nothing and now the product I ordered is saying “out of stock.” Did my order ship or do they not have it? Who knows because nobody will respond.

  

  Business Response

  Date: 04/04/2023

  Hi there! Are you sure you ordered from us? We tried searching our system for orders under your name and address but haven't been able to find anything; we also weren't able to locate any emails under your name. If you can provide your order number, we'll be happy to look into this further for you!