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.
Terrible experience: defective product and misleading customer service
I bought the PUROBOT Max Pro 2 and it stopped working just 2 to 3 hours after setup. When I contacted PETKIT support, they assured me they would ship a replacement unit and explicitly told me I could dispose of the broken one. After waiting 8 days with no update, they told me nothing had been sent, called it an "internal error," and said I now have to return it to Amazon myself. Complete lack of respect and professionalism for a product that costs nearly €600. Avoid!
Response from PETKITSep 8, 2026
Dear Tiago,
We’re truly sorry to hear about your experience with your Purobot Max Pro 2 and the frustration caused by the communication and replacement process. We understand how disappointing it is to encounter an issue so soon after receiving your product, especially when the information provided to you was inconsistent.
Due to Trustpilot’s platform limitations, we’re unable to access your order details or purchase channel directly through your review, which makes it difficult for us to identify your case and investigate what happened.
Please contact us at [email protected] or through the Live Chat in the PETKIT App. To help us locate your case more efficiently, please also include a screenshot of your Trustpilot review along with your order information and purchase channel.
We sincerely apologize for the inconvenience and would appreciate the opportunity to review your case and assist you properly.
– The PETKIT Team
NI
Nicole
Leider kann ich hier nur von einer sehr…
Leider kann ich hier nur von einer sehr ernüchternden Erfahrung berichten.
Mitte Juli habe ich ein automatisches Katzenklo im Wert von 473,90 € bestellt. Der zugesagte Liefertermin Ende Juli wurde nicht eingehalten. Auf Nachfrage hieß es zunächst, die Ware sei ausverkauft, eine Nachlieferung sei für Anfang August zugesagt. Auch das verstrich ohne Lieferung, stattdessen kamen nur vage Aussagen zu Versandkapazitäten ohne konkreten Termin.
Nach einer schriftlichen Fristsetzung wurde mir eine Lieferung bis 21.08. zugesagt, alternativ eine sofortige Stornierung mit voller Rückerstattung. Da auch das nicht zuverlässig lief, habe ich storniert und am 20.08. eine Stornobestätigung erhalten. Seitdem: Funkstille bzw. Ausreden. Am 01.09. hieß es, eine "technische Störung bei PayPal" verzögere die Rückerstattung, das Geld komme "im Laufe der Woche". Bis heute, mittlerweile weit über zwei Wochen nach der Stornierung, ist von den 473,90 € nichts auf meinem Konto angekommen.
Ich habe die Verbraucherzentrale eingeschaltet und parallel ein Käuferschutzverfahren bei PayPal eröffnet, da eine außergerichtliche Einigung bislang nicht möglich war.
Wer hier bestellt, sollte sich der möglichen Wartezeiten bei Lieferverzögerungen und dem Umgang mit Rückerstattungen bewusst sein und sicherheitshalber alle Zahlungsbelege sorgfältig aufbewahren. Eine Zahlung per Kreditkarte oder mit zusätzlichem Käuferschutz kann im Zweifel nicht schaden.
Response from PETKITSep 7, 2026
Dear Nicole,
vielen Dank, dass Sie Ihre Erfahrung mit uns teilen. Es tut uns leid zu hören, dass es bei Ihrer Bestellung zu solchen Verzögerungen und Unannehmlichkeiten gekommen ist. Wir verstehen, dass eine ausstehende Rückerstattung von 473,90 € nach einer bereits bestätigten Stornierung besonders frustrierend ist.
Wir haben Ihren Fall anhand der Informationen in Ihrer Trustpilot-Bewertung geprüft. Leider können wir derzeit keine eindeutigen Bestelldaten zuordnen. Nach den vorliegenden Informationen besteht die Möglichkeit, dass die Bestellung über einen unserer Vertriebspartner bzw. eine externe Plattform aufgegeben wurde. Aufgrund der Einschränkungen dieser Plattform haben wir derzeit keinen Zugriff auf weitere Bestell- oder Zahlungsinformationen.
Wir möchten Ihren Fall dennoch gerne genauer prüfen und Ihnen weiterhelfen. Bitte kontaktieren Sie uns unter [email protected] und teilen Sie uns möglichst folgende Informationen mit:
* die Plattform bzw. den Händler, bei dem Sie das Produkt gekauft haben
* das bestellte PETKIT-Produkt
* Ihre Bestellnummer, sofern vorhanden
* einen Screenshot Ihrer Trustpilot-Bewertung
Damit können wir die Bestellung genauer nachvollziehen und prüfen, was bei der Stornierung und Rückerstattung passiert ist.
Wir bedauern die entstandenen Unannehmlichkeiten und hoffen, Ihren Fall nach Erhalt der entsprechenden Informationen schnellstmöglich klären zu können.
Mit freundlichen Grüßen
PETKIT Support Team
LG
Laura Griffin S.
The Pura Max cat box is great but not as so easy.
I love the Pura Max cat litter box. My cat has been using it for about a year. However, I am very unhappy with the Petkit litter. I have tried all of the different Petkit litters and all of them have the same problem. The litter clumps and sticks to the liner of the box so as it rotates the wet litter sticks and does not fall into the conatainer. Every day or two I have to manually scrape the side of the box to loosen the clump of litter prior to using the scoop mode. I have tried cleaning the entire container. I have tried cleaning it more frequently. I have tried more and less litter. All of these attempts have the same result. I am considering going back to a diffent type of cat litter box.
Response from PETKITSep 4, 2026
Dear Laura,
We’re sorry to hear about the frustration you’ve experienced with the litter sticking to the liner. We appreciate that you’ve already tried different litter amounts and cleaning methods, and we understand how inconvenient it can be to manually remove clumps.
One factor that may affect this is the cleaning timing after your cat uses the litter box. Allowing a few minutes before the cleaning cycle gives the litter more time to absorb moisture and form a firmer clump, which can help reduce sticking during rotation.
The condition of the High Performance Cat Litter Pad can also affect the experience over time. After extended use, friction marks may develop on its surface, making it less smooth and potentially increasing litter adhesion.
We’d be happy to take a closer look at your situation and recommend the best solution. Please contact us at [email protected] with your order information and, if possible, photos of the liner and litter so our team can assist you further.
– The PETKIT Team
EJ
Ellis J.
I stumbled upon PETKIT while searching…
I stumbled upon PETKIT while searching for a new collar for my pup, and I was pleasantly surprised. The site was clean and easy to navigate, but the real game-changer was the limited selection. Instead of endless choices, I got exactly what I needed-no overthinking, just a perfect fit. The checkout was smooth, and my order arrived faster than expected. A rare win in the world of online shopping.
Response from PETKITSep 4, 2026
Dear Ellis,
Thank you for sharing your feedback. We’re glad to hear that you had a positive experience with the website and checkout process.
However, we noticed that your review mentions purchasing a dog collar. PETKIT’s website does not currently offer dog collars, so we’re concerned that this review may have been posted for a different retailer. Could you please double-check the purchase and company details?
If you believe this review is related to PETKIT, please contact us at [email protected] with your order information so we can look into it further.
Thank you for your understanding.
– The PETKIT Team
KM
Kristen M.
DO NOT BUY THIS
DO NOT BUY THIS! I purchased this box for my cats. I have 3 Maine Coon cats that fall within the weight range the company states the box can accommodate. Upon arrival my cats were nervous of the box. 3 weeks and they never got used to it. In addition, the box is too small for my cats. Now, Petkit refuses to do a return. They said my cats used it, which they did not. And they seem to not care that their products doesn't fit cats they state would. To add insult to injury, they offered a 15euro "compensation" for my inconvenience. Insulting.
Response from PETKITSep 3, 2026
Dear Kristen,
We’re truly sorry to hear that the litter box did not work out for your cats and that you were disappointed with the return process. We understand that every cat has a different body shape, and we regret that the experience did not meet your expectations.
For reference, our product FAQ notes that the automatic litter box is designed for cats weighing 1.5–10 kg (3.3–22 lbs). However, cats can vary significantly in length and body shape, so we also recommend checking the entry dimensions to ensure a comfortable fit before purchase.
Regarding your return request, due to Trustpilot’s platform limitations, we’re unable to access your order details or purchase channel directly from this review. Please contact us at [email protected] or reach out through the Live Chat in the PETKIT App so our team can locate your order and review your case further.
We sincerely apologize for the frustration this experience has caused and would appreciate the opportunity to assist you properly.
– The PETKIT Team
SA
Sam
Avoid this brand
Avoid this brand. Bought PetKit Puro Max 2. Mine has leaked urine from the base since day one, and after dozens of emails, photos, and repeated troubleshooting, PetKit didn’t provide any proper solution. The product is poorly designed, and the after-sales service is virtually nonexistent. I would never buy from this brand again and would not recommend it to anyone.
Seller: Petkit Europe
Order #1065.
Response from PETKITSep 1, 2026
Dear Sam,
We’re truly sorry to hear about the leaking issue with your Pura Max 2 and the frustration caused by the repeated troubleshooting and communication. We understand how disappointing it is to experience a product issue from the beginning and feel that a satisfactory solution has not been provided.
We sincerely apologize for the inconvenience and for the experience you’ve had with our after-sales support. Your feedback regarding both the product and the support process is being taken seriously, and we will share it with the relevant teams for further review.
Due to Trustpilot’s platform limitations, we’re unable to access your order details or contact information directly through your review, and therefore cannot reach out to you proactively. We would greatly appreciate the opportunity to look into your case again and assist you properly.
Please contact us through [email protected] with your order information, or via the Live Chat in the PETKIT App, so our team can locate your case and follow up with you directly.
We’re sorry again that we did not meet your expectations, and we sincerely hope we can have the opportunity to make this experience better.
– The PETKIT Team
EP
elodie P.
Le service client et SAV de Petkit est défaillant
Le service client et SAV de Petkit est défaillant.
J'ai acheté une fontaine à eau en mars, elle est déjà défectueuse.
J'ai contacté le SAV, mais j'ai recu 4 messages de 4 opérateurs différents qui me demandent tous la même chose, une vidéo de mon soucis avec des points particuliers.
Je leur ai à chaque fois envoyé ce qu'ils demandaient, les photos et vidéos + descriptions par écrit qui étaient très claires....pour autant, AUCUNE REPONSE NI RESOLUTION DE MON PROBLEME!!!
Je suis vraiment très contrariée, j'ai le sentiment d'avoir perdu mon temps et mon argent et je ne recommanderai pas cette marque.
Response from PETKITSep 1, 2026
Dear Elodie,
Nous sommes sincèrement désolés pour la frustration et le temps que vous avez consacré à cette situation. Nous comprenons parfaitement votre déception et regrettons que vous ayez eu l’impression de ne pas recevoir de réponse ou de solution.
Après vérification de nos échanges, notre équipe a bien répondu à votre adresse Hotmail. Il est possible que nos messages aient été dirigés vers votre dossier courriers indésirables / spam. Nous allons également demander à notre équipe de vous renvoyer un nouvel e-mail afin de nous assurer que vous puissiez le recevoir.
Nous avons également constaté que votre produit a été acheté auprès d’un revendeur PETKIT agréé en France. Pour accélérer le traitement de votre demande SAV, vous pouvez contacter directement [email protected].
Nous espérons sincèrement pouvoir résoudre ce problème pour vous et vous remercions de nous donner l’occasion de corriger cette expérience.
– The PETKIT Team
BR
Bryce
Petkit is not a serious company
Petkit is not a serious company. The customer service is non existent, they utilize bots for chat, and they simply do not respond to your concerns.
I purchased a litter box that is atrocious. It's dirty, it simply moves poop to either side of the box, where it sits loose under a cardboard awning. It is not sealed, it smells. It uses consumables that expire - so the unit stops working if you don't buy more of their proprietary trays. You can't clean the trays and reuse them. you MUST buy their trays. They are the only source of the trays, and there is a qr code that has to be read for the trays to work. No matter how little use the box has gotten, the tray will expire, and you will have to buy more. The trays have to be assembled by you. You have to screw four plastic screws to the tray to affix two cardboard "shields" at either end of the tray. The shields merely hide you cat's poop from sight. The poop is not sealed at either end of the tray. It just sits there, and it stinks. They want you to buy additional proprietary "deodorizers" to mask the smell of all of that accumulating poop, which just sits there and attracts any fly that might be anywhere near. The "AI" camera? Functionally useless if you don't pay a monthly subscription for each and every device you have. Have two boxes? You will pay two monthly subscriptions if you want to actually review the entirety of your pet's usage. So they record your data, and then sell it back to you. Finally, if the unit breaks, they think it sufficient to send you replacement parts for you to fix it, or will send you a used litterbox. They won't take the old one back - but they will remotely prevent it from working. That's right, they retain remote control over their connected units, and if and when they want to brick it, they will brick it. They claim its "health and safety issue." This from the same people that want to send me a used unit as a replacement. Huge disappointment. I doubt this product will be around long. Its no longer for sale at earth's biggest retailer. all in all, its a poor litterbox solution that seems to exist solely to create a revenue stream for petkit
Response from PETKITAug 27, 2026
Dear Bryce,
We’re very sorry to hear that the Purobot Crystal Duo did not meet your expectations and that your experience with our customer service left you feeling unsupported. We take your detailed feedback seriously, particularly your concerns about odor control, the waste tray, cleaning, and the overall user experience.
We’d also like to clarify one point regarding PETKIT Care+. Care+ is not required to use the product. Without a Care+ subscription, users can still access real-time monitoring and photo events through the PETKIT App, and the core functions of the litter box are not affected. We’re sorry if our previous information gave you a different impression.
Regarding the other concerns you mentioned, we would appreciate the opportunity to review your specific case and provide appropriate assistance. Since Trustpilot does not provide us with access to your order information, please contact us at [email protected] with your order details and any specific product issues you would like us to address. You can also reach us through the Live Chat in the PETKIT App.
We genuinely appreciate you taking the time to share such detailed feedback. It helps us identify where our product information, user experience, and customer support can be improved.
– The PETKIT Team
