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starkball and kitty kurlz together = no more furniture attacks. no more crying. no more rage scratching. now she’s too busy being a little predator in the living room. bless u marlenes yall fixed my... See more
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We bought the Kitty Kirls which took two weeks to deliver and when it arrived it was an absolute disappointment. The cat isn’t interested at all in it. But my slightly Autistic 7 year old is utterly f... See more
Company replied
No issues on delivery (though very long) nor product (although my cat is scared of it) But just saw exact same at my supermarket for 3€!!! So another dropshipment scam i would say 🤷🏻♀️
Company replied
The Kitty Kurlz and the stark ball arrived today. They are absolute rubbish. A total waste of money. I paid a lot of money too because of the exchange rate between Australia and the U.S. Don’t purchas... See more
Company replied
Company details
- #59 of 60 best companies in Pet Supply Store
Contact info
United States
- Sarah@marlenespetshop.com
- marlenespetshop.com
2.7
Poor
54 reviews
Replied to 96% of negative reviews
Typically replies within 1 month
FAKE PRODUCT!!!!!
Absolutley Gutted, ordered a kitty kurlz and i get a fake Walmart/Temu replacement.
I WANT A FULL REFUND!!!!!
Date of experience: July 07, 2025
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DON’T BE FOOLED! - SCAM COMPANY!!!
DON’T fall for this SCAM like so many of us sadly have. I bought £100 worth of cat toys as like many, my furry friend is so important to me. I made my purchase on the 22nd June, and it’s the 6th July, and I still have no products. I’ve been tracking my parcel for over a week (heads up, they don’t send from America like they make out, it’s all sent from China), which is laughable as the reason I bought what I did was because it said it was to avoid the American Tariffs so the items I bought would no longer be made as they couldn’t handle the cars cost. Clear rubbish as it’s being shipped from China, not USA. When tracking my package, it says it’s been ‘returned to sender’ as apparently there was some issue, but of course, Marlene’s Pet Shop hasn’t told me anything. Thankfully I use the Shop App and that’s where I’ve found this out. I’ve contacted the company on the email address multiple times, no response. I’ve even tried their readings email, again, no response even though everything on the website states they will reply in 12-24 hours to make it right. It’s all lies, and it’s clearly a false item drip company, taking money, then not sending goods. I genuinely regret not looking into them now, and will have to no go through the hassle of claiming a Charge Back with my Credit Card company (heads up, under their terms is says you invalidate yours rights if you do this, but I’m left with no choice as they won’t answer my many requests for a refund via email).
Please don’t be fooled by this company. Read the many many reviews from those of us that have been conned and are fighting back against them. The better reviews have clearly been paid for, or are people working for them. They aren’t genuine, so don’t be fooled. The 2.8 rating is what you should be looking at. I just wish I could rate them a Zero. I’ll update this if I end up getting some generic reply like most do, but I very much doubt I will.
Date of experience: June 21, 2025
This product is absolute rubbish
The Kitty Kurlz and the stark ball arrived today. They are absolute rubbish. A total waste of money. I paid a lot of money too because of the exchange rate between Australia and the U.S. Don’t purchase from this company. You can buy the same products from other companies at a fraction of the price.
Date of experience: June 25, 2025
Reply from Marlenespetshop
Hello,
Oh no — we're really sorry to hear this was such a letdown. That’s definitely not the kind of experience we want you to have, especially when you're ordering all the way from Australia.
We’d love the chance to make things right. If you could shoot us an email, we’ll see what we can do to help.. whether that’s a refund, a replacement, or just pointing you toward something better suited.
Thanks for giving us a try, and we hope we can turn this around for you.
With Paws and Smiles,
Marlene’s Pet Shop Team 🐱
Buyer beware: Dangerous issue with toy, Slow shipping, and more
There was a 7 day delay before it was even shipped, Found out it isnt shipping in USA. Not surprising, except one can buy this same toy on online stores for a fraction of the price with 2 day shipping free.
Also, once I opened it and inspected, the toy ball had a plastic slag from manufacturing that is sharp, pointed like a tooth and if my cats had ingested it, would have surely caused digestion injury. Quality control is non existent in this case. I have pictures and video.
Date of experience: June 13, 2025
Reply from Marlenespetshop
Hello,
We’re really sorry to hear about your experience — this is absolutely not the standard we hold ourselves to. Delays are frustrating on their own, but discovering a sharp flaw in the product is especially upsetting, and your concern is 100% valid. We take safety seriously, and this kind of manufacturing defect should never have made it past inspection.
We’d really appreciate it if you could send those photos and videos to our support team so we can escalate this with our quality team and make sure it doesn’t happen again. And of course, we’ll work with you directly to make things right.
Thank you for bringing this to our attention — we truly value the chance to improve.
With Paws and Smiles,
Marlene's Pet Shop Team 🐱
We bought the Kitty Kirls which took…
We bought the Kitty Kirls which took two weeks to deliver and when it arrived it was an absolute disappointment. The cat isn’t interested at all in it. But my slightly Autistic 7 year old is utterly fascinated by it. So whilst I want to return it as it’s an expensive waste of money for a cat, my child won’t let me! As a result I’m not ok sure how to review this properly.
Date of experience: June 06, 2025
Reply from Marlenespetshop
Hi there,
Thank you so much for sharing your experience — even if Kitty Kurlz didn’t win your cat over, we’re oddly touched that it found an unexpected fan in your little one. 🧡 We totally understand how frustrating it can be when something doesn’t live up to expectations, especially with the wait time and price. That said, we’re genuinely glad it brought some joy into your household, even if it wasn’t in the way you planned.
If you’re still unsure what to do next or want to chat about options, feel free to reach out to our support team — we’re always happy to help figure things out.
With Paws and Smiles,
Marlene's Pet Shop Team 🐱
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Verified
my couch is finally safe
starkball and kitty kurlz together = no more furniture attacks. no more crying. no more rage scratching. now she’s too busy being a little predator in the living room. bless u marlenes yall fixed my apartment
Date of experience: May 28, 2025
Reply from Marlenespetshop
Hi Nolan,
No more couch carnage? We’ll take that as a mission accomplished! Your little predator sounds like she’s living her best life. 🐾
Come back anytime, there’s plenty more mischief-makers over in our shop.
With Paws and Smiles,
Marlene's Pet Shop Team 🐱
Verified
starkball is the chaos we needed
was starting to feel like my cats were getting too chill. now every evening turns into a wild game of cat dodgeball. they LOVE it. and marlene’s? best customer service ever. they actually remembered my name in the follow up email
Date of experience: May 23, 2025
Reply from Marlenespetshop
Hey Lauren,
Evening dodgeball is now officially the best cat sport ever. We're so glad Starkball brought back the wild! 🐾
You’re welcome to browse the shop again anytime—there’s more where that came from.
With Paws and Smiles,
Marlene's Pet Shop Team 🐱
I would give no stars if I could
I would give no stars if I could. This shop is very misleading! Your items DO NOT ship from the U.S. like they make it seem. My items have been at the customs department for over a week, when they make it seem like you are getting within a week. Absolutely horrible dropship company. DO NOT ORDER THROUGH THEM!!!!!!!!
Update: Yes you should make it transparent by telling your customers that they won't get the items they pay for a month+. How do you work on being transparent when all you have to do is be honest with the customer! No work needed. Just let people know that it might take over a month to receive their items. It is not that hard. This company is just shady AF, and send generic responses to any bad reviews. ONCE AGAIN DO NOT ORDER FROM THIS COMPANY!!!!! They are just out here scamming people, getting rich by stealing from people!!!
Date of experience: June 04, 2025
Reply from Marlenespetshop
Hey there,
I totally get why that might be confusing — thanks for sharing your experience. While we’re proudly based in Montreal, some of our items do ship directly from our trusted suppliers overseas. We know that can be frustrating when you're expecting a faster delivery, and we're actively working on making our timelines more transparent.
All our products are designed with care, and we stay involved with our suppliers throughout the process to keep quality where it should be. That said, if anything arrives late, damaged, or not as expected, our team here in Canada and the U.S. is always ready to help — whether that means a replacement, refund, or just an email to sort things out.
We’re truly sorry for the hassle this caused and appreciate you giving us the chance to make it right.
With Paws and Smiles,
Marlene’s Pet Shop Team 🐱
I have never received my order
I placed my order on May 12, as of today, June 5 I have not received my product. On June 2 I contacted the company to ask where my delivery was, they promised to get back to me within 24 to 36 hours with delivery information. I have not heard back and they have stopped responding to me.
Date of experience: June 05, 2025
Reply from Marlenespetshop
Hello Tammy,
We completely understand how frustrating it is to wait without updates—that’s not the experience we want for you. I checked your communication with our support team and saw that we were able to sort this out. The replacement item was delivered on June 15.
If it hasn’t arrived or you need any more help, just email us again! We’re happy to offer a refund on shipping or a discount to make up for the trouble.
With Paws and Smiles,
Marlene’s Pet Shop Team 🐱
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excuse me this bed is nicer than mine
kitty napz is like the five star hotel of cat beds. like it’s giving luxury spa vibes. she stretches out like she paid rent. marlene’s even included a lil care card with it which felt so classy lol
Date of experience: May 03, 2025
Reply from Marlenespetshop
Hi Martha,
Kitty Napz is basically the VIP suite for your furry friend—total luxury vibes! Glad she’s loving it (and paying her rent in snuggles). That care card’s our little extra touch to keep things classy around here.
If you ever want to treat her again, you know where to find us!
With Paws and Smiles,
Marlene’s Pet Shop Team 🐱
Found same at 3€ at supermarket
No issues on delivery (though very long) nor product (although my cat is scared of it)
But just saw exact same at my supermarket for 3€!!!
So another dropshipment scam i would say 🤷🏻♀️
Date of experience: May 29, 2025
Reply from Marlenespetshop
Hey A,
We totally get that seeing something similar elsewhere can be surprising. Our toys are carefully designed with quality and cat-approved fun in mind, plus we’re always here to help if you have questions or need tips to get your kitty interested. If your cat’s a bit shy, sometimes a little extra time or a nudge helps them warm up.
If you want to try another toy from our store, I’d be happy to offer you free shipping or a 20% discount—just email us at sarah@marlenespetshop.com
Thanks for giving us a try!
With Paws and Smiles,
Marlene’s Pet Shop Team 🐱
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never thought i’d write a cat bed review
but kitty napz deserves it lol. i put it on the floor and she did that circle thing and plopped down immediately. she even snores in it now lol. also the shop people are SO nice i asked if it would fit my chunky girl and they actually wrote back like the same day
Date of experience: May 14, 2025
Reply from Marlenespetshop
Hi Sarah,
Okay, this is the kind of review that totally makes our day! 😻 We're so happy your kitty gave Kitty Napz the ultimate seal of approval, the circle-plop-snooze combo is everything! And snoring? That’s next-level comfort. 💤
Also, big thanks for the kind words about our team — we’re always here for you and your chunky queen anytime!
With Paws and Smiles,
Marlene's Pet Shop Team 🐱
Quick Help When I Needed It
Kitty Kurlz confused me at first lol. I wasn’t sure how to set it up right and thought maybe mine was broken. I emailed Marlene’s and they got back super fast. Turns out I just had the angle wrong. Super helpful team and now my cat’s obsessed.
Date of experience: May 04, 2025
Reply from Marlenespetshop
Hi Zane,
We’re so happy we could help get Kitty Kurlz set up just right! Sometimes it takes a little tweaking, but once your kitty gets it—game on! Thanks for trusting us to sort it out.
With Paws and Smiles,
Marlene’s Pet Shop Team 🐱
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Poor shipping service
Poor shipping service
The shipping and delivery took far too long. Will not recommend or purchase anything from here again.
Date of experience: May 17, 2025
Reply from Marlenespetshop
Hi A C,
We’re really sorry to hear the shipping took longer than expected, that’s definitely not the experience we want for you. Sometimes delays happen that are out of our paws 🐾, but we totally understand your frustration.
We’d love a chance to make it up to you if you ever decide to give us another try, we’ll make sure it goes smoother next time!
With Paws and Smiles,
Marlene's Pet Shop Team 🐱
Useless toy
My cats dont waste any atension to the toy. They pushed the balls a little the first day, and it already shows. On the toy. Very poor quality. The magnets doesn’t hold. They come apart when you lift it up.
Date of experience: May 01, 2025
Reply from Marlenespetshop
Hi Helle,
So sorry to hear the toy didn’t work out—especially if the magnets aren’t holding properly. That doesn’t sound right, and it’s possible you received a defective one.
Could you reach out to our customer service team at sarah@marlenespetshop.com? We’d love to make it right and see what we can do to help!
With Paws and Smiles,
Marlene's Pet Shop Team 🐱
Buyer Beware!!!
I fell for the video advertising the Kitty Kurlz as a toy cats could not resist. When it finally arrived (much later than I was promised), it turned out to be much smaller than advertised, and my cats completely ignored it. I reached out to Marlene's Pet Shop many times about how to get a refund and kept getting referred to different people. I "jumped through all the hoops", including sending a detailed explanation, a copy of my invoice, and pictures of the toy. Finally I had to settle for a 50% refund; that is all the company would do. I will never again purchase anything, and I encourage others to give this so-called "friendly company" a wide berth.
Date of experience: April 28, 2025
Reply from Marlenespetshop
Hi Elizabeth,
We’re really sorry to hear this was your experience. We work hard to create products cats and their humans will love, so it’s tough to hear we missed the mark for you. We genuinely tried to make things right, and we appreciate you going through the refund steps with us.
We’re a small team, so reviews like this definitely sting—but on the brighter side, they also push us to improve. Your feedback helped us take a closer look at how we communicate and handle support, and we’re making changes because of it.
We really do hope you’ll give us another chance someday. If you do, we’d love to make it a much better one.
With Paws and Smiles,
Marlene’s Pet Shop Team 🐱
Unparalleled customer service!
I hadn't received my order so I reached out by email, and the customer service was amazing! Truly nothing like it. The employees I communicated with promptly got to business locating my order (which the shipping company had lost) and then offering a full refund even though it wasn't their fault! I'll definitely be looking to order something from them again when I'm stateside and it might go more smoothly.
Date of experience: April 11, 2025
Reply from Marlenespetshop
Hi Laura,
Oh no—we’re so sorry your order went missing in action! 😿
But we’re really glad we could help smooth things out quickly. We always want our customers to feel supported, no matter what’s going on behind the scenes (shipping gremlins, we’re looking at you 👀📦).
Thank you for your patience and your lovely words—we’d be thrilled to welcome you back when you're stateside and ready for round two!
With Paws and Smiles,
Marlene's Pet Shop Team 🐱
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Terrible… paid more and got the run around
Terrible… you get no guarantee on their product and no returns! Try to do the right thing and order from an American small company. Even paid a little more. They tell you it will be here in 2 or 3 days then we email Sarah she will tell you in 2 or 3 more days. Even that isn’t true. Buy Amazon they at least except returns in the same product.
Date of experience: April 18, 2025
Reply from Marlenespetshop
Hi Joe,
We're really sorry for the frustrating experience, we totally get how annoying it is to wait, especially when you’re excited for your order. We ship everything out as quickly as we can, but sometimes the carriers throw off our timelines, and unfortunately, it sounds like that happened here.
We’re a small team doing our best, and we truly appreciate you giving us a try. If there’s anything we can do to help make this right, don’t hesitate to reach out.
With Paws and Smiles,
Marlene's Pet Shop Team 🐱
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Love the Newsletter and the Discounts
Marlene’s Pet Shop has quickly become my go-to for cat toys. Their newsletter is actually useful, with great tips on keeping my cat entertained, plus the discounts are a nice bonus. The toys are high quality, and my cat loves everything I’ve bought so far. Definitely my new favorite pet shop!
Date of experience: February 19, 2025
Reply from Marlenespetshop
Hey Sophia,
We’re thrilled to hear that Marlene’s Pet Shop has become your go-to for cat toys! 😸 It’s awesome that you’re enjoying our newsletter and finding it helpful, and we’re so happy your cat loves everything you’ve gotten so far. We love making sure both you and your furry friend have the best experience!
If you ever need anything else or have more questions, we’re always here to help!
With Paws and Smiles,
Marlene's Pet Shop Team 🐱
Paid $10 for rush delivery
Paid $10 for rush delivery, (only because by default the box was check), thought it's a little shady but the cats will get it soon, right? Nope, after contacting them, my package was "found" in the corner of the warehouse (per email). It did finally arrive over two weeks later, (same as standard). Bought one got one free, one fell apart with a week. Disappointed but lesson learned. First time dealing with this company and will be the last. To charge $29 each with the shelf life of a gold fish is a ripe off. Not crediting the rush order fee knowing how delayed it was shows this company to lack integrity. Beware
Date of experience: December 15, 2024
Reply from Marlenespetshop
Hi Desiree,
We’re really sorry to hear about the delays and the issue with the product. That’s definitely not the experience we want for our customers.
We’d love to make it up to you! If you could share your order number and email address, we’ll refund your shipping fee and send you a new set for your cats, completely free of charge. We truly care about our customers and want to make sure your pets get the best!
Hope we can turn this around for you. Looking forward to hearing from you!
With Paws and Smiles,
Marlene's Pet Shop Team 🐱
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