PETKITReviews of petkit.com

Awful customer service

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 Review Before 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 Expectations When 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 Support One 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.

Ich bin wirklich begeistert von den PETKIT Produkten. Die PuraMax 2 Toilette, der Eversweet Max Trinkbrunnen und der Dual Hopper Futterautomat funktionieren einwandfrei und machen den Alltag deutlich einfacher. Die Qualität ist hochwertig, alles wirkt durchdacht und zuverlässig. Meine beiden Katzen haben die Produkte sofort angenommen und sind sichtbar zufrieden – besonders der Trinkbrunnen und die automatische Toilette sorgen für deutlich mehr Komfort und Saubereit. Auch der Support verdient ein großes Lob. Manchmal sollte man auch an die eigene Nase fassen, wenn es um Rückfragen oder Missverständnisse geht – ich wurde stets freundlich, schnell und lösungsorientiert unterstützt.

Ich hatte eine sehr schlechte Erfahrung mit Petkit. Trotz meiner Stornierung und der Bestätigung des Supports wurde ein Teil der Bestellung dennoch geliefert. Der Kundenservice hat sich nicht gekümmert, obwohl ich mehrfach darauf hingewiesen habe, dass ich gesundheitlich nicht mobil bin. Ich wurde allein gelassen, und es gab keinerlei Kulanz. Daher kann ich Petkit in Bezug auf Kundenservice und Zuverlässigkeit überhaupt nicht empfehlen.

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