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petkit.com is an online company. Based on 50 reviews on TrustPlane, it has an average rating of 2.7 out of 5 stars. Last reviewed March 9, 2026.
I have emailed you over 100 emails read my previous review in fullYou dont care, you dont provide warranty for your items, you refuse to send replacement You left me with a faulty box for over 5 months its extremely easy for you to send a replacement but you refuse to do soCheck my name in your system you will see my emails
I used to own Petkit equipment but switched to another company due to product issues and the other company had a better design for smaller portions for my overweight cat. So I do some research on their new products and they seem really improved and I figure, if it fails within 30 days I'll just return it. So I pay for the order and get an email receipt where there's a 2nd item on my invoice that I didn't authorize. It's for a "Worry Free Delivery". I contact them and they say it is Delivery Protection from lost or damaged packages, but I called them out and said basic insurance is covered by sellers and not the customer, especially at the point of getting the email receipt. They said I would have had to have manually chosen the protection (which I know I didn't and actually removed unnecessary accessories) I also searched their site for info about the Seel Protection... There's nothing anywhere about it.I call them out on that in the next email and they all of a sudden it's delivery protection AND coverage for malfunctions and accidental damage. Ok, now this is starting to sound like a warranty but I followed up and asked the terms and things that are/are not covered and they referred me back to Seel. Still no actual warranty. Now it might seem ridiculous but it was for $2 in change, but it's not theirs to take. So while this email back and forth is happening, they refund me $0.18 and put the full charge on my card again (essentially giving me $0.18 back for an unauthorized charge). So after the unauthorized added "protection" that shouldn't be a customers problem, emailing back and forth for explanations and details about the charge I get misdirection answers. Then they start playing around with the charges on my card, without my authorization. At this point I tell them I have no trust in their company and demanded a refund.Then I get an email from Seel telling me I have them the wrong order number and email address. I called BS on them again because I had just looked for more information there with the information I gave them and it pulled up with no issues...I even took a screenshot to price a point before I had asked for my money back. Now they're playing games like I'm some kind of gullible idiot. At this point I'm calling my bank and reporting fraud because I don't trust them to do the right thing or try something else like a processing charge or something. I'm blocking them from being able to do anything else on my credit card. DON'T TRUST THIS COMPANY!!
Premium Price, Disappointing Experience: My PETKIT Infinity ReviewBefore purchasing this product, please carefully consider whether its parts will be supported long-term — and do not rely solely on marketing claims.My experience with the PETKIT Fresh Element Infinity 5L has been extremely and profoundly disappointing.1. Pricing & Marketing ExpectationsWhen I purchased the Infinity, it was heavily marketed as one of PETKIT’s most advanced and premium automatic feeders. With its high-end materials, precise feeding technology, and claims of long-term reliability, it was clearly positioned as a flagship product. Naturally, I expected premium performance, lasting support, and reasonable value retention.However, after just one year, the resale/trade-in value dropped dramatically. The difference between the original premium positioning and its current perceived value is shocking. It feels as though the product was promoted as future-proof and high-end, yet the long-term reality tells a very different story. The gap between marketing promises and actual ownership experience is deeply frustrating and makes me feel misled.2. Faulty Food Remaining Detection & Discontinued SupportOne of the key selling points — the food remaining detection and alert system — has been unreliable. A feature that was advertised as smart and accurate has instead been inconsistent and frustrating to use. For a product in this price range, that level of inaccuracy is unacceptable.What makes this situation even worse is learning that after only one year of use, the product has been discontinued and replacement parts are no longer supported. For a premium device, this is extremely disappointing. I expected a much longer lifecycle, proper service availability, and continued support.Even more concerning, the product is still being sold at a high price — around 3,500,000 VND at the time of writing — despite the lack of long-term repair support. Selling a premium-priced device while discontinuing parts so quickly feels highly irresponsible and deeply unfair to customers.Overall, I feel profoundly let down. A product positioned as premium should not lose repair support within such a short time. This experience not only makes me disappointed with the Infinity itself, but also raises serious concerns about PETKIT’s future products. If new models continue to be heavily promoted and marketed as premium, yet lose support within a short period, it becomes very difficult for customers to trust the brand long-term.At this point, my disappointment goes beyond a single device — it reflects a growing concern about the company’s long-term commitment to product support and customer responsibility.
Do not trust their product reviews. They give free items for 5 star review on amazon.
I purchased a Petkit water fountain directly from the official Petkit website. The product description did mention that it was not fully wireless — I missed that detail, which was my mistake.As soon as I realized this, I contacted Petkit to return the product and ordered another fully wireless model instead, expecting a straightforward return process.What followed was extremely frustrating. Customer support was very slow and unhelpful, requiring around 10 back-and-forth emails, repeatedly asking for confirmations and information already provided. The process felt intentionally drawn out to discourage a return.In the end, I was told that returning the product would cost £35, for a product priced at £70. This is a completely disproportionate return fee and effectively punishes customers for honest mistakes, even when they immediately place another order with the company.Even though the error was mine, this kind of return policy and support experience is unacceptable for UK/EU customers. Based on this experience, I would not recommend Petkit and will not buy from them again.
I have 4 products for my 2 pets.I had an issue with 1 feeder and they said they would replace the base for it.. after that they said that i got a refund for it already (from amazon) which was not the case.. i sent screenshots of amazon chats and forwarded emails form amazon confirming this was not the case and it was an error/glitch and they insisted that they cant provide me support or a replacemnt due to this.. They did not even want to confirm with amazon themselves i gave them the email they can reply to as they have an official store with them (amazon) I prmissed them i will make a bad review and ther it is. Stay away, plenty of other brands make good similar products
Would never buy any of there products customer service is shocking bought PETKIT cozy for our sphinx cat as the one we had went faulty as you’ll know they have no hair so needed replacement asap as it’s winter sent back the one we purchased as it was faulty the heater not working there telling me they’ve not received item back which was sent back in December as result we’ve had to buy from another supplier so we’ve ended up out of pocked for the one sent back and we’ve not received anymore correspondence from them we’ve contacted PETKIT in china buy email and there looking into this but my advice is don’t buy from them
I purchased a PETKIT device expecting the core functions to work without hidden ongoing fees. Since setting it up, the PETKIT app repeatedly prompts me to subscribe to “PLUs Care.” This is frustrating and feels misleading because the subscription cost and terms were not clearly disclosed at the point of purchase.Key issues:Pricing not clearly disclosed upfront: I was not shown a clear fee amount, billing cycle, and what features are locked behind PLUS Care before buying the device.Aggressive and repeated prompts: The app keeps pushing PLUS Care, which creates pressure after purchase and interferes with normal use.Unclear feature separation: It’s not obvious which functions are included with the product I already paid for versus what’s restricted unless I subscribe.What I want:Clear, upfront disclosure of exact subscription pricing, billing frequency, and full terms before users purchase the hardware.The ability to disable subscription prompts so the app doesn’t constantly push PLU Care.A clear in-app breakdown of what is included for free vs what requires PLU Care, without repeated pop-ups.If subscription features exist, that’s fine, but pricing and limitations must be transparent and communicated before the customer pays for the device. Right now, it feels like important cost information was withheld until after purchase.
Petkit Puramax 2 Automatic Litter machine. An absolutely awful machine pretty much from day one.Nothing is as good about this litter box as is made out in reviews or company blurb.It does 'clean' to a degree, but even with two cats the waste container is full within two days, no matter what litter we have tried.The insides of the drum gets absolutely filthy and the flexible box floor gets absolutely disgusting within a week as cat urine does end up on it.The separator flap clogs with faeces, and as for the deodorising device - it lasted 13 months and the electronics were corroded and it failed!Even something as simple as the add on opening fence doesn't stay in place!Every bad review here are the truthful reviews - read them all before considering purchasing one of these machines.
We had a Petkit MATE for some time, for about two years it was working fine but then it stopped connecting to the app and we couldn’t use it anymore.I contacted the Petkit support and they sent me a link for a Mate app which is not available on google play/App store. I downloaded the app and still nothing.I contacted them again and they said that it unfortunately only works on android phones.I BOUGHT AN USED ANDROID PHONE just so I could use it, BUT IT STILL DIDN’T WORK.I contacted them AGAIN and they just apologized. They said that they no longer support the software and that I have to buy new devices. When I asked for compensation they just offered me FEW MONTHS FREE ON THEIR CLOUD, which the new devices use.Horrible experience, wouldn’t recommend.
I bought my Petkit Pura Max litter unit two years ago, and until now, it has worked perfectly. Two weeks ago, it kept switching off and on every minute. I followed all the instructions to try and sort it out. I almost dismantled the whole unit as per the instruction manual, to no avail. Since then, I have been emailing Customer Services and only received a response on one day, and nothing again for 3 days. This is very frustrating as this is a very expensive item. I already have the Petkit water fountain, and was going to buy the feeder, but will no longer buy Petkit products. Absolutely diabolical customer services. I would give them zero stars if I could.
I got this litter to monitor my cats health and it never changed color and she ended up having a bad uti. This litter is also supposed to be fragrance free as well and cats both had a bad reaction with a cough after using it. When I told the company that my cat had a uti and I had to take her to the vet twice and wanted a refund on the litter they refused and just told me there needs to be more light on the litter box to see the color changes, I tried this and it didn’t do anything. This company does not care about your pets health or their product performance or customer satisfaction! Will never order anything from them again!
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.
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.
According to TrustPlane, petkit.com has a 2.7/5 rating based on 50 verified reviews as of April 2026. Source: trustplane.app/company/petkit-com
