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Kittylawn Recensioni 

7
•
TrustScore 2.5 su 5

2,6

Negozio di animali
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Dettagli dell'azienda

  1. Negozio di animali
  2. Negozio di mangimi
  3. Negozio per animali

Informazioni di contatto

2,6

Scarso

TrustScore 2.5 su 5

7 recensioni

5 stelle
4 stelle
3 stelle
2 stelle
1 stella

Non risultano inviti alla recensione recenti

Questa azienda non ha mandato inviti ai suoi clienti di recente, quindi le recensioni potrebbero non essere rappresentative

Ha risposto al 100% delle recensioni negative ricevute

Solitamente risponde dopo 1 mese o più

Come questa azienda usa Trustpilot

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2,6

Tutte le recensioni

(7)

6 recensioni negli ultimi 12 mesi

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Valutata 1 stelle su 5

Lost all hope at this point.

I had a very lengthy issue with my last 4 or 5 lawns at this point (probably more to be honest) I even received a replacement that was completely ruined. Then I received one on it's side (ruined like always) with tears in the product, sediment everywhere, soaked in what looked like mud, etc etc. I was in an email chain with Joel from the support staff, and he definitely gave me reassurance which I obviously appreciate. This isn't his fault. I don't rememeber the last time I actually had a GOOD lawn to be completely honest. And I held on because I've been a loyal customer and absolutely love the product and so does my kitty. But I can in no good conscious keep spending my money on something that is such a recurring issue. I do not want a replacement. I simply just ask for a refund on my most recent delivery as it once again, was ruined. Except this time, it was left at the bottom of my apartment outside on the ground propped up yet again with the grass completely slimy with fungus. It's just too much now. It's now a serious issue at this point, but it's also a silly issue because of how easy it is to take an extra 8 seconds to walk up 8 steps to place it down flat in front of my door for once. I can't imagine what the grass would've looked like at this point since I became a customer if I didn't partially work from home and had the ability to grab it as soon as it landed at my residence. How sad is that. Thank you very much for everything and the service so far has been incredible. This just needs to be addressed as this is something that my cat associates with and may munch on. And if she were to get sick. Obviously that would be an issue to myself and many customers. Please just do better and I assure you customers like myself will fall in love with the service again.

Thank you

27 agosto 2026
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Risposta di Kittylawn

Hi Nic,

Thank you for sharing your feedback, and thank you for being such a loyal part of our community! We are so sorry for the delivery issues you experienced with your recent shipments. We hold our product to high standards, and it is clear we fell short here. Because we strictly avoid chemical fungicides to ensure our real grass is 100% safe for cats to sniff and explore, extreme summer heat during ground transit can occasionally cause moisture buildup.

Our Customer Service Manager reached out to you directly today to follow up. In addition to the full refund issued for your recent delivery, we are filing a formal report with FedEx regarding the package handling at your building and shared an express 2-Day Air solution to ensure your cat gets the fresh lawn she loves.

Thank you again for your patience and for your kind words regarding our support team. Please feel free to reply to our email whenever you are ready so we can assist you!

Warmly,
Kitty Lawn Team

Valutata 1 stelle su 5

Disappointed in Kitty Lawn

I recently ordered grass from Kitty Lawn and was extremely disappointed with my purchase. Upon arrival, the grass looked half dead, and both of the trays were cracked. There was no padding in the packaging to protect the grass during transit, which I believe contributed to its poor condition. The grass looks nothing like the photos displayed on their website.

To add to the frustration, customer service was unhelpful. They offered to reship a new order but wanted me to pay extra for an upgraded container. Moreover, there are no return options available.

Based on my experience, I cannot recommend Kitty Lawn. If you're considering ordering from them, I suggest looking elsewhere.

1 aprile 2026
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Risposta di Kittylawn

Hi M Ney,

Thank you for taking the time to share your feedback. We are so sorry to hear about your experience with the condition of your grass and packaging, as well as the support you received.

We take packaging durability and product quality seriously. In fact, feedback like yours led us to completely overhaul our product design, we have since updated our lineup and no longer send plastic trays to ensure our grass arrives safely and sustainably without cracking in transit.

We would love the opportunity to look into your support experience and make things right. Because we are currently unable to locate an order under your profile name, please reach out directly to us at contact@kittylawn.com with your order number or purchase email. A manager will personally review your case.

Best regards,
Kitty Lawn Team

Valutata 4 stelle su 5

Arrived Damaged

UPDATE: It took five months, but the company responded and made good. My cats, Batman and Daisy, love the grass. I have only had it a few days, and the tray is holding up just fine, although they have been moving it around the catio. I can recommend the Kittylawn.

I ordered the premium tray, and it arrived with a damaged tray. It was lightweight plastic in a box with no packing or cushioning. I sent photos of the damage to the company. The response was that I could purchase another tray at 25% off or I could order a standard tray and they would refund the price difference, which I suppose would result in a free premium tray. I didn't want a standard tray or I would have ordered one, so I declined both offers. I have to write that a good portion of the grass was brown when it arrived, but it greened up nicely after a day or two. My Batman really likes to lay on it, which is why I gave three stars.
UPDATE: I received an email stating that I misunderstood about the tray. The email explained that the plastic tray that they ship in is meant to be a temporary tray, and they were offering me 25% off on a permanent, more substantial tray to replace the flimsy one they ship in. Wait, what? I went to the website to find out how much this permanent tray cost, but I couldn't find it. I emailed back that it wasn't on the website, and they sent me a link to the page and said that it was new and probably wasn't on the site when I looked, even though I looked just a few minutes before sending the email.

18 marzo 2026
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Risposta di Kittylawn

Hi Shannon,

Thank you so much for taking the time to share your review! First off, hearing that Batman loves lounging on his grass truly brightened our day! 🐱

We also really appreciate you sharing your experience with the tray exchange. Our team's intention with offering the discounted tray was simply to offer an optional upgrade alternative alongside resolving your regular tray, but we completely understand how confusing that interaction felt in the moment.

We value feedback like yours tremendously. In fact, reviews like this directly inspired us to upgrade our packaging and materials—we've since phased out those plastic trays entirely to ensure every delivery arrives safely!

We’d love to take a closer look at your order to make sure you and Batman are fully taken care of, but we haven't been able to locate a ticket history under Shannon in our system.

Could you please send your order number directly to contact@kittylawn.com with the subject line Trustpilot Review - Kitty Lawn? Including that subject line will help us spot your message right away so a manager can prioritize it and personally review your case.

Best regards,
Kitty Lawn Team

Valutata 1 stelle su 5

Kitty Lawn damaged twice and the poorest Customer Service

We ordered the Kitty Lawn, it came with packaging and product damaged, the frame was destroyed and couldn't be watered, we contacted the company and they sent another, same exact thing, damaged box and damaged product. Contact the company again and they basically said tough luck, we could upgrade to a better product, and because they were a family owned business they wouldn't provide a refund, stay away from this Company, they do not stand behind their product and have bad shipping policies, they have a bad attitude towards Customer Service.

4 marzo 2026
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Risposta di Kittylawn

Hi Tim,

Thank you for sharing your contact details through Trustpilot’s form!

First, we want to apologize for the delay in our reply—Kitty Lawn only recently set up our official public profile on Trustpilot, which is why we are connecting with pet parents from earlier this year now.

We searched our system using the information provided, but haven't been able to locate an order history under those details yet (it’s very common for orders to be placed under a partner’s name, a different email, or sent as a gift).

Whenever transit damage occurs, our standard practice is to send a replacement right away to make things right. Feedback like yours also led us to completely overhaul our packaging standards—we’ve since phased out plastic trays entirely to better protect every shipment in transit.

Our Customer Service Manager has reached out to you directly via email so we can locate your order details. As soon as you reply, we will personally pull up your account and make sure you are properly taken care of!

Best regards,
Kitty Lawn Team

Valutata 1 stelle su 5

Not great customer service, no leway for returns, and not the best product.

I ordered two because they offer a second for only $10, and I was anticipating long, healthy grass my cat would love. It arrived very short, with lots of dirt/sod, and already had light-colored (dried) grass pieces. I reached out the next morning to ask if I should water it and sent pictures. Finally, after hearing back, a return was denied because I had disposed of it. I'm willing to pull it out of the garbage for a return and am waiting to see how that works. I can't imagine how expensive it would be to ship it back to them. At the end of the day, this company should care enough about its reputation, stand behind its product, and offer a refund to someone who is really unhappy. They didn't do that.
Updated 8.10.2026 Six months later, I received this Trustpilot reply. I don't have photos of the yellow lawns that I threw out any longer. You saw them when I first emailed about requesting a refund. You should have offered me a full refund in the first place when I initially contacted you. Of course you don't have an LC as a customer; initials are what we put on Trustpilot. I would never order from this company again.

22 febbraio 2026
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Risposta di Kittylawn

Hi Lola,

Thank you for providing your information so we could locate your account! We’d love to clear up a few quick details for complete transparency.

First, Kitty Lawn only recently set up our official Trustpilot account, which is why our team is responding to feedback from earlier this year now—we definitely weren't ignoring your review for six months.

Upon checking our original email thread from March 2026 (Order #27241), our records show that our team member Maria connected with you and completed a 50% partial refund as agreed upon at that time.

That said, as a small family-owned business, we want every customer experience to end on a great note. We have reached back out on that original email thread and processed a refund for the remaining balance to bring your order to a 100% full refund.

Thank you again for your feedback, and we wish you and your kitty all the best!

Best regards,
Kitty Lawn Team

Valutata 1 stelle su 5

Desperate

I placed an order with kitty lawn but not a minute passed I cancelled, literally cancelled right after because I knew my cats would chew on the grass and I saw that cats are not supposed to eat the grass, but was told by them that it was too late to cancel even though not even 10 minutes had past since I made the order, it’s like they’re desperate to get people’s money

16 ottobre 2025
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Risposta di Kittylawn

Hi Aisha,

Thank you for sharing your feedback! We want to apologize for the delay in our reply—Kitty Lawn only recently set up our official public profile on Trustpilot, which is why we are connecting with pet parents from late 2025 now.

We’d like to clarify our order cancellation policy and product safety for complete transparency:

Similar to a florist cutting fresh flowers, Kitty Lawn is a living plant harvested fresh to order. Because harvesting begins rapidly after purchase, orders cannot be canceled once harvesting has begun as the grass cannot be reused or returned to the farm. Canceling a subscription stops all future recurring orders, but active orders already in motion cannot be stopped.

As for product safety, Kitty Lawn is real grass grown hydroponically without fertilizers, pesticides, or animal contamination. However, because it is designed as an indoor lounging lawn rather than food, we recommend deterring cats from eating large amounts out of an abundance of caution to prevent minor tummy upset (a pet-safe bitter spray works wonders if needed!).

While our policy on live grass orders is strict to avoid farm waste, our Customer Service Manager has reached out to your email directly to make sure your specific account was properly taken care of.

Thank you again for your feedback, and we wish you and your kitties the best!

Best regards,
Kitty Lawn Team

Valutata 5 stelle su 5

A bit of outside

They deliver fresh grass that is perfect for my cats. I have a cat who was part of a colony. He very much misses being outside but it’s no longer safe for him. This gives him the opportunity to feel grass between his toes while safely living inside. They love to eat it also which is great for their digestion It is easy to manage the subscription. Excellent customer service also.

9 maggio 2025
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Risposta di Kittylawn

Hi NR,

Thank you so much for taking the time to share this beautiful review!

Hearing that Kitty Lawn gives your former colony cat a safe way to feel grass between his toes indoors truly warmed our hearts. Bringing that little piece of the outdoors to him while keeping him safe inside is exactly why we do what we do!

We’re so glad to hear your kitties love their lawn and that you’ve had a great experience with our subscription and team. Thank you for being such a wonderful part of the Kitty Lawn Community!

Warm regards,
Kitty Lawn Team

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