PETKIT creates smart pet products that make everyday pet care easier. From automatic litter boxes and smart feeders to water fountains and outdoor gear, our connected ecosystem helps pet parents care for their furry companions anytime, anywhere through the PETKIT app. Visit PETKIT Best Sellers Shop by Collection Contact us Follow us on Instagram
PETKIT (petkit.com) has 347 customer reviews on Five Star Index, with an average rating of 3.5 out of 5.
Also known as
petkit.com
Website
petkit.com
Category
Pet Stores
Location
Walnut, California
Listed on Five Star Index
2026
About these reviews
Replies
The company replied to 64% of reviews.
Latest
Most recent review: October 2026.
Edits
Reviews are shown as their authors wrote them. The company can reply, but cannot edit them.
Score
This company cannot pay to remove reviews or change its score.
I have been trying to get a hold of customer service since the day I set up this product and no one has gotten back to me. I was put on hold multiple times with a message that someone will respond shortly, then I'm bounced back to the app for customer service which only offers FAQ.
Response from PETKITSep 22, 2026
Dear Lina,
We’re truly sorry to hear about your experience and the difficulty you’ve had trying to reach our customer service. We understand how frustrating it is to seek assistance and not receive the support you expected.
Our Customer Support team has now been asked to contact you directly at the email address associated with your case. Please keep an eye on your inbox, including your spam or junk folder, for our message.
For faster and more efficient assistance in the future, we also recommend contacting our team through the Live Chat in the PETKIT App, where you can communicate directly with our support team.
We sincerely apologize for the frustration this has caused and hope we can assist you with your issue promptly.
– The PETKIT Team
DA
Daniel
Shipping is a nightmare
Purchased on September 6th, but the label to ship was created on September 17th??? I'm not sure why it takes so long to ship but after 10 days all that was done was just create the label not even ship the items is a little absurd by today's standards.
Response from PETKITSep 22, 2026
Dear Daniel,
We’re sorry for the delay with your order and understand your frustration with the shipping timeline. Due to some items being temporarily out of stock, your order was delayed before shipment.
We’re happy to let you know that your package is now in transit. Please keep an eye on the tracking information and your delivery.
We sincerely apologize for the inconvenience and appreciate your patience and understanding.
– The PETKIT Team
FO
François
Mon expérience avec l’Eversweet ultra
Mon expérience avec la fontaine PETKIT Eversweet Ultra, 3 tentatives, 3 échecs. Je partage mon expérience pour éviter à d'autres propriétaires d'animaux de perdre leur temps et leur argent avec le nouveau modèle Eversweet Ultra. En l'espace de quelques semaines, j'ai eu le malheur d’avoir 3 fontaines différentes entre les mains et le constat est désastreux et sans appel : des défauts d’autoremplissage incontrôlables. Mes deux premières fontaines (achetées via Amazon et PETKIT Europe) ont présenté exactement la même panne après seulement 15 jours d'utilisation. Le système automatique Flow Lift s'emballe : la fontaine enchaîne les cycles de remplissage de manière infinie et incontrôlable. Même après la dernière mise à jour du micrologiciel vers la version 1456, qui est censée corriger le problème, cela n’a absolument rien résolu. Les 5 L d’eau du réservoir vont dans le bac d’eau usée en moins de 24h. Heureusement, ces deux premières ont pu être remboursées par les intermédiaires. Le contrôle qualité et la logistique semblent défaillants. La troisième fontaine, commandée cette fois directement sur PETKIT France, est arrivée au déballage avec le bec de remplissage en plastique complètement fissuré. L'appareil est donc totalement inutilisable. J'attends actuellement le retour officiel de leur service client pour voir s'ils vont assumer la responsabilité du transport ou tenter une nouvelle fois de rejeter la faute sous prétexte que le matériel était contrôlé au départ de l'entrepôt, avec photo à l’appui. Compte tenu des nombreux avis négatifs sur Reddit ou ailleurs, je vous conseille de réfléchir à deux fois avant d'investir dans ce modèle. Les promesses ne sont pas tenues, la fiabilité à court terme n'est pas au rendez-vous, la politique commerciale n’est pas au rendez-vous. Commande FR13232.
Response from PETKITSep 16, 2026
Bonjour François,
Nous sommes sincèrement désolés d’apprendre les difficultés que vous avez rencontrées avec l’Eversweet Ultra. Nous comprenons à quel point cette expérience a pu être frustrante, notamment après plusieurs problèmes successifs.
Concernant votre dernière commande (FR13232), nos informations indiquent qu’elle a été effectuée via PETKIT France. Étant donné que cette commande a été passée auprès de notre revendeur français, le service après-vente doit être pris en charge directement par celui-ci, notamment pour les problèmes liés à l’état du produit à la livraison.
Nous vous invitons donc à poursuivre vos échanges avec le service client de PETKIT France afin qu’il puisse accéder aux informations de votre commande et vous apporter l’assistance appropriée.
Nous vous présentons à nouveau toutes nos excuses pour les désagréments et la frustration occasionnés.
– L’équipe PETKIT
AN
Ana
UNACCEPTABLE: Three months to receive a replacement part
After having an issue with my PETKIT, I had to wait almost three months to receive a simple replacement part. And throughout the whole process, I had to keep chasing them: I even had to insist that they ask for my delivery details or provide me with the tracking information from the courier company.
The part finally arrived and I had to install it myself. It is now working properly, but I find it unacceptable that a brand of this level takes three months to resolve such a simple issue, and that the customer has to chase customer service just to get basic information.
The product itself may be good, but the after-sales service is extremely disappointing. Three months of waiting and virtually no follow-up from their side is not acceptable customer service.
Response from PETKITSep 16, 2026
Dear Ana,
We’re truly sorry to hear about your experience with our after-sales service and understand how frustrating it must have been to wait so long for a replacement part and to have to follow up repeatedly.
Due to Trustpilot’s platform limitations, we’re unable to access your order information or purchase channel directly through your review, so we’re unable to investigate the specific case from here.
Our customer service team generally responds to emails within 24 hours. If you haven’t received a reply, please check your spam or junk folder, as emails can sometimes be filtered there. We’ve also encountered cases where customers did not receive our replies despite our team having responded.
For faster and more timely assistance, we recommend contacting our customer service through the Live Chat in the PETKIT App. Our team can access your case details there and provide direct assistance.
We sincerely apologize for the frustration caused by this experience and appreciate your feedback.
– The PETKIT Team
WW
Wirklich W.
Leider eine äußerst enttäuschende…
Leider eine äußerst enttäuschende Erfahrung. Trotz Expressversand wurde meine Bestellung über Wochen nicht geliefert. Statt einer Lösung wurde ich mehrfach vertröstet. Als Ausgleich wurde mir sogar eine höherwertige Katzentoilette zugesagt – auch dieses Versprechen wurde nicht eingehalten.
Nach mehreren Wochen musste ich selbst einen PayPal-Fall eröffnen, bevor die Bestellung schließlich storniert wurde. Auch die Rückerstattung ließ anschließend unnötig lange auf sich warten.
So stelle ich mir Kundenservice nicht vor. Wochenlange Verzögerungen, wiederholte Vertröstungen und anschließend zusätzlicher Aufwand, um mein Geld zurückzubekommen. Aus meiner persönlichen Erfahrung kann ich den Händler daher leider nicht empfehlen.
Response from PETKITSep 14, 2026
Dear Wirklich,
We’re truly sorry to hear about the frustrating experience you had with your order, including the delivery delay and the subsequent refund process. We understand how disappointing and inconvenient this must have been.
Based on the information available to us, it appears that this order was placed through one of our authorized reseller stores rather than directly through the PETKIT website. As a result, the reseller is responsible for the order fulfillment, shipping, cancellation, and refund process.
We recommend contacting the store where the order was placed directly so they can review the case and assist you with any outstanding concerns. If you need help identifying the appropriate after-sales contact, please reach out to us at [email protected] and we’ll be happy to assist where we can.
We sincerely apologize for the frustration this experience has caused and appreciate you bringing it to our attention.
– The PETKIT Team
SS
Sandy S.
When I wrote to ask for help on a…
When I wrote to ask for help on a missing package, you went silent. And your chatbox won't even let two messages in a row! What's up with that?
Response from PETKITSep 14, 2026
Dear Sandy,
We’re truly sorry that you did not receive the support you expected regarding your missing package. We understand how frustrating it is to be left without a clear update, and we apologize for the inconvenience.
Our support team has already reached out to you by email regarding this issue, so please check your inbox, including your spam or junk folder. You can also contact us directly at [email protected] or through the Live Chat in the PETKIT App, where you can usually receive a faster response.
We also noticed that your order includes Seel package protection. If you prefer, you may submit a claim directly through Seel for the missing package.
We sincerely apologize again and hope we can get this resolved for you as quickly as possible.
– The PETKIT Team
SB
Sofia B.
J'ai investi 742 dollars dans la PETKIT…
I invested $742 USD in the PETKIT Pura Max 2 trusting their zero-odor advertising, but the product suffers from a severe design flaw: its fabric base absorbs and leaks urine, creating an unbearable ammonia odor that cannot be wiped away with a simple towel and demands tedious, deep washing despite using quality litter and daily scooping. After three weeks of complaints, customer service dodges responsibility, blames the consumer, and completely ignores the identical complaints of many other users regarding this exact defect, proving their marketing is false advertising; I do not recommend buying this product at all.
Response from PETKITSep 14, 2026
Dear Sofia,
We’re truly sorry to hear about your experience with the Pura Max 2 and the frustration caused by the odor issue. We understand how disappointing this must be, especially after trying to maintain the product carefully.
As your Pura Max 2 was purchased through an authorized Canadian reseller, our support team has already provided the reseller’s contact information by email. Please check your inbox, including your spam or junk folder, and contact the reseller directly for further after-sales assistance.
We’d also like to clarify that the High Performance Cat Litter Pad is a consumable accessory. Its condition can naturally deteriorate over time depending on your cat’s habits and frequency of use. When cleaning the pad, we recommend using water only and avoiding scrubbing, as this may damage the waterproof surface.
We sincerely apologize for the frustration this experience has caused and hope the provided after-sales channel can help address your concerns.
– The PETKIT Team
SS
Steve S.
I needed to pause my subscription…
I needed to pause my subscription because I’m just stacked with your product now, but there is no easy way to do that on your website. Apparently I have to call between very limited hours in the morning and in the afternoon it’s wild to me that in 2026 I can’t simply adjust my order with a push of a button or two.
Response from PETKITSep 8, 2026
Hi Steve,
We’re sorry that managing your subscription was more difficult than expected. We understand how frustrating it can be when you simply want to make a quick adjustment.
You can log in to your PETKIT account on our website to manage your subscription plan directly, including making changes to your subscription. You can also contact us at [email protected] or through the Live Chat in the PETKIT App, and our team will be happy to assist.
In the meantime, we’ve already paused your subscription plan for you.
Thank you for bringing this to our attention. We appreciate your feedback and will continue working to make subscription management more convenient.
– The PETKIT Team
