Review Time
I have four products for my two pets. I encountered a problem with one feeder, and they initially offered to replace the base. However, they later claimed that I had already received a refund through another platform, which was not true. I provided screenshots of my conversations and forwarded emails confirming the error, yet they insisted they couldn't assist me or provide a replacement due to this issue. They didn't even want to reach out to the other platform themselves, despite me giving them the necessary contact information. I warned them I would leave a negative review, and here it is. There are many other brands that offer good alternatives.
I rarely leave negative reviews, but my experience with this company was frustrating enough that I feel others should be warned.From the start, the product descriptions and sales information were misleading. I was encouraged to purchase additional items for the automatic litter box that, as it turns out, were not required at all. Unfortunately, I trusted the information provided and ended up with products I had no real use for - half of the items in the order.When I contacted customer service to return the items, the situation became even worse. I was told that I would be responsible for paying the return postage, and that a restocking fee would be deducted from my refund. This means that even if you return an item in perfect condition, you are penalised financially, making the return process unnecessarily costly and unreasonable. Essentially, customers are left stuck with products they don’t need unless they are willing to lose money in the process.In my opinion, this is not how a trustworthy or customer-focused business should operate. Clear communication, honest sales practices, and a fair return policy are the minimum expectations when shopping online. Unfortunately, this company fell short on all three.I will not be purchasing from them again, and I strongly recommend that potential customers do their research before placing an order.UPDATE 22/9/2025 - I already tried emailing the support and requested a review with the PetKit customer service over the phone, and the outcome was disappointing. I don't see Petkit admitting the incorrect product description, which has led to customers purchasing duplicate parts.
I went for the Petkit automatic litter tray thinking it would be a long-term solution, but it hasn’t lived up to expectations.Shortly after the warranty ended, the unit started showing a “clock chip error.” Once this appeared, the app stopped functioning and the box would only run manually — which makes the “automatic” feature pointless.When I contacted their support, it took days before I even got a reply. At first I was told I’d need to buy a new part and carry out the repair myself. Only after objecting did they agree to supply the part free of charge, but I still had to cover shipping. That didn’t feel fair considering how recently the warranty had lapsed.The replacement turned out to be the main control chip, and the instructions provided were poor. The video was old, low-quality, and didn’t really help. The original chip was fixed in with extremely tough adhesive and the connectors were stuck fast — even their own technician in the video had to wrestle with it using pliers. Expecting customers to do that kind of repair on an expensive device is not reasonable.Given the cost, I would have expected durability, proper customer care, and straightforward servicing. Instead, I came away feeling that the product isn’t built to last and the company’s approach to support only makes things harder.I can’t recommend this unit — the design, reliability, and after-sales service fall far short of the standard you’d expect at this price point.
I currently own 9 PETKIT products, so I truly believed I had chosen a brand that not only delivers quality but also stands behind its products. Unfortunately, that has proven absolutely false.My Eversweet 5 Mini water fountain completely stopped working, and after weeks of back-and-forth with their customer service, I was eventually told I’m not eligible for support because I purchased the item through bol.com — from a seller clearly listed as a “PETKIT Authorized Dealer”. Initially, they did make some effort to troubleshoot the issue, but the moment things got more complicated or they simply didn’t know what was wrong, they hid behind the weak excuse that warranty service must go through the "distributor" and not them.What made the situation even more frustrating was the repeated use of meaningless phrases like “We appreciate your understanding” and “Thank you for your support.” These were infuriating to receive after I had made it abundantly clear that I felt completely unheard. It shows they weren’t truly listening — just replying with a script.PETKIT draws a line between “official” and “authorized” sales channels, and apparently, the customer is the one who ends up paying the price for that internal distinction. Meanwhile, ordering from their own website costs nearly three times as much in shipping fees to the Netherlands.I wasn’t asking for a free replacement — I simply expected the company to take responsibility for their own product and to take me seriously. That clearly didn’t happen.After years as a loyal customer, I’m completely done. PETKIT has lost me for good.10/07 Update:The final “solution” PETKIT offered was for me to buy a new product for €75, with a small discount. Since I’ve completely lost trust in both their products and their brand, I obviously have no interest in that.I used to be a loyal customer, owning no less than nine PETKIT products. But this experience has put a definitive end to that. PETKIT has lost me — not because a product failed, but because of how poorly the situation was handled.And assuming the rest of my devices will follow suit and break down just as easily, I certainly won’t be replacing them with anything from PETKIT again.
The toilette has been not working anymore for three times now in only 2 years. We got a replacement every time but in general that ist not what we wanted. We wanted a working product.Then we bought this feeding machine fresh solo.This is ridiculous. That one never has connection to the Internet. We always have to click on buttons in the app and feed then manually and after several times it works.Seems the app makes it connecting.From my personal point of view the products are absolutely crap. And they are also expensive for Rose worse performances.Berlin, Germany
I’m very happy with PETKIT pet hair dryer box! It works perfectly for my Ragdoll cat and my Pomeranian. Their fur is so fluffy, soft, and clean after each use. It’s gentle, not too noisy, and both pets are comfortable with it. A great choice if you want a professional-quality result at home. Highly recommended!And the customer service is very helpful. Quick answer, solve the problem efficiently
It’s a shame PETKIT had so much potential. I purchased the PuraMax, Eversweet, and a dual feeder, expecting reliability from what seemed like a premium brand. But just over a year after purchase, the feeder failed, and customer service offered only a 20% discount and only on a solo version, which is useless when you have two cats. No repair, no replacement, just a suggestion to “try self-repair.”For the price, I expected far better product lifespan and proper support. I won’t spend another penny with this brand. The rest of my PETKIT devices will go in the bin the moment they fail.Update: Despite the response below. They have done nothing.
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Petkit delivers products and services that cover “eat, drink, sleep, clean, and outdoor”, providing all-in-one solutions to encourage an intelligent life with your fur pal. Pet owners can enjoy their smart pet-raising experience from any terminal, anytime, anywhere.
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