PetcubeReviews of petcube.com

Response from PetcubeJun 26, 2025

Hi Hannah, We are truly sorry to hear about your extreme dissatisfaction and the frustration you've experienced with your Petcube device. We understand that your camera stopped working shortly after purchase, and we sincerely apologize that this issue remains unresolved. We also understand your feelings about the process of providing a receipt, especially for a gift, and the difficulty your mother faced. We regret that this added to your inconvenience. We want to clarify the situation regarding the replacement: To process a free-of-charge replacement, we do require proof of purchase to verify the warranty status and purchase date. This is a necessary step in our process to ensure that replacements are provided for devices within their warranty period. While we understand that bank transactions can show a purchase, we typically need documentation that clearly identifies the product itself, such as an itemized receipt or order confirmation. We apologize that we were unable to process a replacement without this verification, and that this led to the perception that nothing was done to resolve your issue. We regret that your product stopped working for no apparent reason, and we certainly do not want you to feel harassed by promotional coupons. We will ensure your preferences regarding future communications are noted. Your feedback about our product quality and customer service process is invaluable. We are constantly striving to improve, and your comments will be shared with the relevant teams for review. Sincerely, Petcube Team

Response from PetcubeMay 13, 2025

Hi Ace, I am sorry, that sounds incredibly frustrating! We definitely want to help you get your Petcube working reliably without having to go through the setup process repeatedly. That's certainly not the experience we want you to have. Could you please tell us a bit more about what's happening? For example: Which Petcube model do you have? How often are you finding that you need to redo the setup? What steps are you taking when you set it up? Are you seeing any specific error messages or lights on the device? Have you tried connecting to a different Wi-Fi network? Please reach out to [email protected] for us to further assist you with your concern. Once we have a better understanding of the issue, we can provide specific troubleshooting steps to get your camera back up and running smoothly. We're here to help resolve this for you! Sincerely, Petcube Team

Response from PetcubeApr 16, 2025

Hi Candace, We're very sorry to hear about the issues you experienced with your Petcube device and the frustration with our customer service process. We understand that having to purchase a new adapter is an added inconvenience, and we apologize for that. Kindly contact [email protected] and provide your proof of purchase of the new adapter for us to reimburse it. Thank you for bringing these issues to our attention. We hope to resolve the adapter cost for you and improve your overall experience with Petcube. Sincerely, The Petcube Team

Response from PetcubeFeb 22, 2025

Hi Nicole, We understand your concerns regarding the camera's behavior and the distressing experience you described. Regarding the periodic reboots of your Cam360, this is a normal operation. The camera is designed to reboot itself approximately every 24 hours, plus a random additional period of up to 60 minutes, to maintain system stability and optimize performance. Sometimes, after a reboot or unexpected shutdown, the camera may perform a brief recalibration, which could involve some movement. This is a standard procedure and not usually a cause for concern. Regarding the location information shown in the app, it's important to understand how IP addresses and internet routing work. An ISP (internet service provider) often has a large private network between your home and the broader internet. The IP address shown in the app typically points to the geographic location where your connection reaches the internet backbone, not necessarily your exact location. If you have a static IP address from your ISP, this location will generally remain consistent. However, if your ISP assigns you a dynamic IP address, they may route your connection through different backbone connection points to manage network traffic. This means you might be assigned different IP addresses, each associated with a different backbone connection point. As a result, you could see varying locations in the Petcube app as your internet service provider reroutes your connection. This variation in reported location does not necessarily indicate unauthorized access. We strongly recommend contacting our support team directly at [email protected], so we can investigate your specific situation in more detail. We will do our best to assist you in securing your camera and account. Furthermore, we understand this experience has been unsettling, and we appreciate you bringing it to our attention. Your feedback is invaluable as we continuously strive to improve our products and services. Sincerely, Petcube Team

Response from PetcubeFeb 22, 2025

Hi Jon, We understand your frustration regarding the features mentioned in our FAQ and their current availability. We appreciate you bringing this to our attention. We are constantly evaluating and prioritizing our development roadmap based on a variety of factors, including customer feedback, market trends, and technical feasibility. While we appreciate the suggestions for the features you mentioned, we have other development priorities at this time. This means that the features you've inquired about are not currently scheduled for implementation. We are reviewing our FAQ to ensure it accurately reflects the current status of our product features. Your feedback is valuable to us in this process. While we cannot provide a specific timeline for any future development of these features, we will certainly take your input into consideration as we plan future updates. Thank you for your understanding. All the best, Petcube Team