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.
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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.
