petkit.com Reviews 62

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.

Don’t expect your litter box to last more than a year. Customer service will be of no help.

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’ve been a PETKIT user since 2019, starting with their old model water fountain, which has been working flawlessly. In 2024, I upgraded to the Pura Max 2 the automatic litter box, and it has made life so much easier! Both devices have been running smoothly without any issues, and my cats adapted to them very quickly.

The PETKIT app is user-friendly—setting up and linking devices was a breeze, even for someone like me who isn’t great with tech.

Another big plus is their customer service. Before purchasing the Pura Max 2, I had a lot of questions, and the support team was patient, kind, and super helpful in addressing all my concerns.

If you’re looking for high-quality, reliable smart pet products, I would 100% recommend PETKIT! Five stars without a doubt! ⭐⭐⭐⭐⭐

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

The local US team has been helpful answering questions when I set up the water fountain and smart feeder. Looking forward to seeing what the new technology can bring to my cats!

The people I met is amazing and kind. And in zoomark expo, I know that their distributors work with PETKIT many years.

Love the litter box!No smell, no mess. The app to tell you when it's full, litter low, and when the spray is out is nice.very convenient!

I can’t say enough, how much this relieves our family in feeding three dogs and four cats. I bought two of the drink fountains and two of the auto feeders. That way we have separation. It actually fits good on top of a small credenza to allow the cats to eat their food and not have the dogs eat them. All this also helps in allowing our family to go places for longer than two or three even four days as the amount of food and water holds is enough for at least a week for the amount of animals that we have

Repeat buyer here. I bought the dual hopper as a gift for my lady. I've also owned a the Pura Max litter unit. I have been a loyal customer for about 7 years, and I love their lines of pet products. They are the best in the industry. Their customer service has always been very attentive.

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.

We have the puramax. Unfortunately cat pee goes everywhere, all over the front. Spending $500 and it should make your life easier. Its just a constant mess. Also note only 14 days return policy - dont waste your money!

After buying the PetKit Solo automatic feeder we were shocked to come home one day to see nails and plastic amongst our gorgeous fur babies food.

Something internally had clearly snapped and broken randomly, but thankfully we were home shortly after this happened to ensure our cats were safe and hoped they hadn’t digested anything. Who’s to know if there wasn’t smaller bits of plastic they had accidentally consumed?! So incredibly dangerous the product did this and upsetting for us as our pets are our whole world, so to have the response we did when raising the issue, really made me angry!

Customer service refused to rectify the issue and solve customer dissatisfaction with their product literally causing a hazard, because it was 14 months old, therefore out of their 12 month guarantee. Not only was it a hazard, but it’s actually broken now as the product releases too much food, even when on the lowest setting. They thought 20% off re-buying their product was a reasonable response to the problem rather than being apologetic and replacing the product hoping that it was just an anomaly - honestly terrible service.

Extremely disappointing as I am now deterred to buy form PetKit again, because of poor customer service and the fact their products are clearly unreliable and don’t last very long - I was hoping to get their self cleaning litter tray, but definitely won’t now! No trust in the company or the product!

Looks like I’m not the only one who’s had problems with them…

I received my petkit litter box a little over a year ago. It came with the deordorizer for the inside but the bottle is still full. I don’t think it has ever sprayed any of it. I tried everything I could think of to make it work. Also, when you double click on the button when it tells you to, nothing ever happens. It does work in that it dumps the poo so that is good. But I don’t think I would rave about this product and all the bells and whistles it has included. Mine doesn’t work correctly.

I bought the Purebot Max Pro over a month ago, and it’s hands down the best purchase I’ve made for my cats. Installation was a breeze, and it's compact outside and roomier inside. The design is a huge plus—especially compared to the bulky Catlink, which I previously owned.

From day one, the Catlink gave me trouble. Despite cleaning it weekly, the odor never went away, and it used an excessive amount of litter, leading to a lot of waste. The Purebot Max Pro, on the other hand, has been completely odor-free—even after a month of use. I usually only clean it when I change the litter, and it still performs perfectly. Nothing sticks, and there’s no smell whatsoever.

I’m genuinely impressed. It’s absolutely worth the price.

I purchased the Petkit Eversweet Solo SE (wireless pump). It is very easy to assemble and take apart. To be honest I just had to look at the picture in the manual to put it together. That's how easy it was. The minute I put it on the floor and plugged it in my cat went right to it and started drinking. Hope to get several years of use out of it. Don't hesitate to purchase.

I’m impressed by the water fountain. It last so much longer than the previous petkit fountain I was using. I’m surprised I haven’t had to refill it yet. Very premium very sleek. My cats love it

I love my litter box! My cats use it and we're able to transition really. I also like the deodorizers that are easily placed in the box. The box that holds the scoop litter has a spot for a deodorizer and the side of the litter box holds a deodorizing spray so it never smells! I also saved $50-$60 a month on cat litter because it cleans itself. The only downside is, it's hard to deep clean but so worth it.