Unethical sales strategy
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.
Reply from petkit.com
Hi Randy,
We’re very sorry to hear about your frustrating experience, and thank you for taking the time to share your concerns. We’d like to better understand the part you mentioned about “misleading product descriptions and sales information.” Could you please let us know specifically which product guidance or suggestion made you feel misled? This would help us review and improve the way we communicate product details for future customers.
Regarding the return process — our return policy, as outlined on our official website, states that PETKIT will cover the shipping costs for product quality issues. For returns unrelated to product quality, customers are responsible for the shipping costs. We completely understand how this may have felt disappointing, and we’ll take your feedback seriously as we continue working to make our policies clearer and more customer-friendly.
If you’d like, please contact us directly at support@petkit.com, and we’ll be happy to review your order in detail to see if there’s a better solution for you.
We truly value your feedback, as it helps us improve both our products and services.
Best regards,
PETKIT