Luuup

I had the same issue as others. Stopped receiving shipments in a October even though they took my money For Oct, Nov and Dec. No responses whatsoever to the "contact us" form and as others have said it's difficult to find ways to contact them directly.

I have two subscriptions of cat litter that are supposed to be delivered monthly. My November 2019, January 2020, and February 2020 shipments have never arrived. All attempts to contact the company [email protected], which I have used before to communicate with them, have failed. This email address appears nonfunctional. The company has no phone number on their website, and messages sent to them via their "contact us" page are not replied to. I have no way of contacting this company and I'm tired of being ignored by them. My order numbers are XXXXX - Nov, and *** - Jan. I never received notification of an order for February.

Prepaid Luuup litter. Company did not send out prepaid litter bags. I was supposed to get 14 bags and received 4. Company will not respond emails requesting missing bags and/or refund. Companies support email was closed months ago, all emails bounce back.

Ordered a year's worth of litter, only received about half. No contact from the company and their support email, their only point of contact, no longer works. You can't even pretend someone will respond. Their customer service is far beyond unacceptable.

Do not order from this company. I liked the litter box so much that I fell for the yearly supply of litter. Well-they took my money in Nov. 2018 for one year of litter. It is now Jan. 2020 and I have only received 5 boxes of litter. To make matters worse I can't get a response from the company. I get an automated email every month telling me the litter order is placed but never receive anything so when I try to reply to the email it is returned address not found.

In June 2019 I ordered two LUUUP cat litter boxes from the LUUUP website. The transaction for $182.30 was posted to my *** account on June 20. I waited several weeks for the items to arrive, and they never did. To date I am out the sum of $182.30. I contacted *** at the end of July, and they told me to try to contact the company first. I did. I called their number, left messages, emailed many times, and never got a response. I have discovered recently that they have gone out of business, but I still think there may be a way for you to contact them. At any rate, the dispute date for *** has now expired, and they cannot help me. I would really like to get that money back!
I did contact *** who was an investor in the company. She got back to me after many months, on December 5, 2019 and said the company had "imploded". The contact person for the company itself is ***.

We pre-paid $1200.00 to this company for a litter subscription that just stopped showing up 2 months ago. Their shipment status has not updated since- it remains "pending". We wanted to cancel our subscription as we were extremely concerned about possible deceptive practices by this company. Their website boasts that cancelling subscriptions is as easy as sending an email. However, none of their emails are functioning anymore. There is absolutely no way to cancel a subscription that automatically charges the customer because there is no way to contact the company.

***. The company has seemingly disappeared into thin air along with the money of their customers.

Their website is still functioning enough to accept orders- which means they are still taking peoples money, but not sending product- mind you there is absolutely no way to contact this company. ***.

I purchased a litter subscription from the company in October, 2018. The first shipment was scheduled for March, 2019, but did not arrive. Here is a timeline of events this year (2019) to date:

3/15
Order #XXXXX confirmed, but no shipment

3/18
Sent inquiry to customer service (case #XXXXX). Response said shipping would commence 4/1. Also said that 2 free bags would be noted on my account.

4/15
Order #XXXXX confirmed, but no shipment

4/29
Sent inquiry to customer service again asking when 1st shipment should arrive.

5/2
Customer service response said that the first bag would be shipped in 24-36 hours, with new subscription renewal date of 5/4/2020. 2 free bags not mentioned in responsereferenced "all 12 bags" from initial order.

5/17
Sent inquiry to customer service again asking when 1st shipment should arrive.

6/4
Order #XXXXX confirmed

6/7
Order #XXXXX delivered - 1st subscription delivery

6/15
Order #XXXXX confirmed, but no shipment

6/24
Received response to 5/17 email, saying that 1st shipment should have arrived by now.

7/1
Order #XXXXX confirmed

7/3
Order #XXXXX delivered - 2nd subscription delivery

7/15
Order #XXXXX confirmed, but no shipment

8/3
Sent inquiry to customer service again asking when next shipment should arrive.

8/8
Sent 2nd inquiry about next shipment.

8/14
Sent 3rd inquiry. No response from Customer Service.

8/24
Order #XXXXX confirmed

8/28
Order #XXXXX delivered3rd subscription delivery.

9/1
Order #XXXXX confirmed

9/5
Order #XXXXX delivered4th subscription delivery only one week after 3rd delivery.

10/1
Order #XXXXX confirmed

10/3
Order #XXXXX delivered - 5th subscription delivery.

11/1
Order #XXXXX confirmed but no shipment.

11/22
Submitted question via online form, but no response.Email address ***@luuup.com has been disabled.

12/1
Order #XXXXX confirmed but no shipment.

12/10
Contacted Customer service again via online form. Submitted complaint to Revdex.com.

Have several unfulfilled orders where the money has been deducted from our account but no items have been sent. Also we have tried contacting them about 7 times in various ways through their websites and emails.

I have a monthly subscription with Luuup, $40/month for a bag of litter. I started my subscription in April. I waited a month before I started using to have an extra bag of litter just in case. I was billed in October but did not receive a package. This happened again in November. I have contacted Luuup via their website with no response. I replied to their ***@luuup.com email address and received an error that the mailbox was no active. I emailed ***@luuup.com that they have listed on *** and again, another bounce back saying the email was not active. I contacted them via *** messenger, no reply. They are taking people's money and not providing the service as promised.

Order #XXXXX, on May 16 2018 I was told that I would receive a refund for $65 for a purchase from April 6 2018, which I still have not received to Visa card ending in *** Tried contacting company multiple times over the last few months via email and social media messaging, with no response.

After receiving regular shipments of Luuup's litter product the company has stopped sending them according to the subscription service I signed up for. I have attempted contact with them on multiple platforms on multiple occasions but there is no way to get in contact with them. They have charged my account for litter that was never shipped, order # XXXXX on November 6,2019 for the amount of $32.

All contact attempts have failed, and there is no way to request a refund or to inquire about the missing shipments.

I purchased cat litter from this company in May. I tried using it with my cat, but it failed to clump which meant my cat was using a dirty box for the month the litter was supposed to last. My cat stopped using the box almost immediately. The company promises a full refund if not satisfied. I have used their website message system and emailed ***@luuup.com and never received a response even though I've been trying to get a refund since August. They sent me a solicitation to write a review. I wrote a negative review hoping someone would contact me finally but they still never have. The credit company won't let me dispute the charge (too old) and I've emailed again today (both online system and email) trying to still seek the promised refund.

I have ordered through this company before and haven't had a problem besides minor delivery delays (which I was notified about). On Oct 4th, 2019 I signed up for a monthly litter subscription. I received my first bag 4 days later on Oct 8th. On November 4th, 2019 I was charged again and received an email saying it would ship soon (Order No. #XXXXX). I never received a shipping confirmation and have yet to receive the product. On November 18th, 2019 I emailed the company to inquire about the status of my delivery only to get a message failed to send error which indicated that the support email address had be deactivated. I sent a message directly through the website and again through their *** page. There has been no response.

I have a subscription set up with Luuup to receive 2 bags of their litter 1x a month. I was charged for my shipment on November 3 2019 for $64, but never received a shipment confirmation. I kept checking the status and it just says unfulfilled. I was successfully charged for the shipment but never received it. I have tried reaching out via support on the website 2 times as well as emailed their customer service email which bounced back as a non valid email address. I have received 0 response, and decided to also reach out via messenger on *** as well as *** I have still recieved 0 response. This is not he first time I've had customer service issues with them. Several months ago I needed to update my shipment date and was unable to do so, and went through the same song and dance of trying to contact someone. I eventually had to order litter through a similar brand (one of their competitors) because I could not figure it out. I am much more upset this time however, because I was charged for something I did not receive.

On October 4, 2018, I signed up for the monthly litter subscription for one full year. Delivery was expected to start in January of 2019.
- 1/15: I email support asking the status of my shipment
- 1/16: Email response saying order will ship out mid-Feb
- 2/2: I received an email saying that delivery would start on Feb. 27, and that I would receive a free bag of litter to make up for the delay
- 3/4: received and email saying that the litter was now here
- 3/11: I emailed customer service asking when my order would be delivered
- 3/15: I received an automated email saying that my order was confirmed, and another from *** at Luuup thanking me for my continued support (generic email).
- 3/25: I emailed support asking where my order was.
- 3/30: Received an email thanking for my patience and telling me my order would ship 4/1, and my subscription would be extended for two months for free.
- 4/15: Order confirmation email (never shipped)
- 4/23: Received a response to 3/25 email saying my order would ship within 24 hours
- 4/29: I email support and ask about the order that was supposed to be shipping "within 24 hours" on 4/23 - no response
- 5/28: I email support again to ask about the order that the 4/23 email said would ship within 24 hours - no response
- 6/15: Order confirmation email (never shipped)
- 6/17: I email support asking where my orders are, receive an email back thanking me for my patience and support
- 6/25: Another order confirmation email
- 6/26: Email response apologizing for delay and explaining that prepaid accounts weren't imported into the shipping system, and that she had corrected my account on 6/1 but failed to activate it. She said order was set for 12 prepaid months and 2 extra months plus $5 off renewal price, set to renew on August 25th.
- 6/26: First order to ACTUALLY ship
- 7/2: A second shipment email, but no shipment mailed
- 8/15: I emailed asking again where my litter was (no response)
- 8/24: Another order confirmation email
- 8/26: Second order to ACTUALLY ship
- 8/26: I emailed support asking if I will need to email every month to ensure I actually receive my deliveries. Nothing but automated response.
- 9/25: Order confirmation email
- 9/26: Shipping confirmation email
- 10/25: Another order confirmation email, but nothing sent
- 11/13: Emailed support to ask about the order that once again didn't mail
- 11/13: Received a bounceback email that that the support email address couldn't be found!
- 11/14 (I believe): I used the contact form on the luuup website to try and get a response there. No response.
- 11/21: I tried the support email address again, but received a bounce back email again saying the address doesn't exist.
- 11/21: I try the support form on the website again. I assume I will not receive an answer then, either.

There was a money back guarantee for this litter. I paid $480 in October of 2018 for a year of monthly deliveries. I do actually really like this litter, but it's useless if I don't actually receive it. In the last year plus, I have received exactly THREE of my shipments. If I knew that I would actually receive my orders, I would stay with them. But I am NOT receiving them and I am NOT receiving responses. At this point, I want to cancel and get my guaranteed refund, but NO ONE IS RESPONDING. This is the worst experience with a business I have ever experienced.

I ordered a litter box on 6/25/19 and paid for expedited shipping (1-2 days). My checking account was debited on the same day. I have emailed the company 7 times through straight email, twice on Facebook and 3 times through the website. I get an automated response each time. That says "Thank you for your patience and support". The number listed by the Revdex.com is no longer in service. My account shows as paid and the status says unfulfilled. Please assist in resolving this issue.

1st off - their support email address now just bounces back: [email protected]

I signed up for their 1 subscription of litter after being very pleased with the litter box they initially started selling via ***

We tried the litter and eventually decided it was not as good as the stuff we were getting at the store already even though it was supposed to be designed to work specifically with the litter box, the store stuff just works better. Not a huge deal, but wanted to stop receiving the litter we had prepurchased, possibly get a refund on the remaining orders that have not yet shipped.

HOWEVER, I can't seem to contact anyone at luuup to have them stop sending the litter. Every month I get another email about my order being completed, and then they ship another 8lb bag to me. So their fulfillment process is still up and running, they just have no one answering customer support issues! No phone number to call, the email address they say to contact doesn't work. Emails started bouncing back as of October 2nd.

Their *** presence has stopped communicating as of April it seems ***

Can't get a refund, can't get them to stop sending the litter, can't contact anyone about it. And it seems their website is still up and running, possibly even selling more of the stuff to unsuspecting consumers.

When first starting the subscription they also failed to actually send me anything for 4 months, even though their system was sending me notifications that they were sending me the litter. I was able to contact their support at that time (April 23 first message, May 7th first reply from luuup)

My order #s and timeline:
- 67091(1 year of litter for $240 USD Oct 10, 2018)
- 70446 (1st failed order - Mar 15 2019)
- 71363 (2nd failed order - Apr 15 2019)
- 72212 (Jun 4 2019 - first month shipment, 4 months late)
- 72773 (Jul 1 2019, fulfilled)
- 73288 (Aug 23 2019, fulfilled)
- 73496 (Sep 1 2019, fulfilled)
Cancelled the subscription Sept 14th and tried to contact them on their website directly to get reimbursed/stop future shipments.
- 73729 (Oct 1 2019) - automated fulfillment
Contacted them [email protected] - and got a bounceback email reply (Address not found)
Oddly enough, this is also when they started asking for me to leave them reviews on the litter via email....I left a 1 star review but never heard anything back and no idea where those reviews go.
- 73936 (Nov 1 2019 - in progress/shipping)

I purchased 4 litter boxes along with a trial subscription to their litter on June 28th, 2019. I received the trial litter subscription but I did not receive the litter boxes that I ordered. I logged on to their website to see where my order was and it stated it is partially completed.

Using the support link on their website, I have tried contacting the company 3 different times. Each time, I inquired when my order will be fulfilled, but I have not received a response. I thought that their support link might be broken, so I tried to email the company with the email address provided under the returns page ([email protected]). When I did this, I received a notice that the email address could not be found.

The last time I contacted the company was September 11, 2019

Do not purchase from this company. I ordered back in Aug and haven't heard a word since. They refuse to reply to emails, or from submission on their website contact form. I even reached out to them on *** and heard nothing.