PETKITReviews of petkit.com

Was easy to order from the app. Difficult to track package. Customer care via email got back to me quickly. Waiting for response from logistics since package has not arrived yet.

On my last purchase , i was tricked into a Worry-Free Purchase. Thiss happened to me the last time i purchased something from petkit. I don't undersrand this false charge. Why should i pay for a worry-free service that should be included. What a rip-off. I will do my best to warn every person i can about this. Now they responded stating it was my fault. Buyer beware. Don’t fall for the trap.

I bought the EverSweet Ultra with Camera directly from PETKIT in July. Less than two months in, it got stuck in a loop. Every few seconds it announces "Wastewater tank removed," then "Ensure water tray installed and press water refill button," over and over, with both in place and nobody touching it. The pump cycles on and off with it, and it once woke me at 3 a.m. The light around one of the buttons now looks fogged, like moisture got inside. I filed a warranty claim on September 29. Since then I've sent the serial number, a video and photos. As asked, I checked the water-level sensor, confirmed the firmware was current and moved the unit to different spots. I've heard from four different support agents. Every reply is another troubleshooting step or "we've sent it to the technical team." Now they want me to keep it plugged in for a remote reset while it blares nonstop. I've asked for a replacement more than once and had to buy another fountain in the meantime.

The absolute worst customer service I have ever had the displeasure of experiencing. The engineering behind their products is great but dear Lord, their customer service makes me wish to light my products on fire.

I regret ever buying form PetKit. Truly the worst company and worst customer service. The CEO should quit.

I wanted to love this litter box, but the Wi-Fi issue and customer-support experience have been extremely frustrating. I purchased the PETKIT Purobot Max Pro 2 with camera brand new directly from PETKIT. I specifically chose this model because I wanted the smart features, including the app connectivity, camera, activity/health monitoring, and remote access. Unfortunately, within the first few days of ownership, I have spent hours troubleshooting a connectivity issue and communicating with PETKIT support without receiving a resolution. issue is not simply that the litter box cannot detect my Wi-Fi. My home internet is provided through a Verizon/Inseego MiFi X PRO 5G UW M3100. During attempted setup, the Purobot actually appears in the M3100’s connected-device list, receives an IPv4 address via DHCP, and is not blocked by the router. However, the PETKIT app still reports “Binding failed – The router connection failed” and will not complete the connection/binding process. I began contacting PETKIT about this issue on Tuesday. Since then, at PETKIT’s request and through my own troubleshooting, I have: • Tested the router on 2.4 GHz separately • Tested the available 5 GHz/network configurations • Tested WPA2 Personal PSK (AES) and other compatible security configurations • Created and tested a separate guest network • Confirmed that the device is not on a blocklist and that there is no allowlist/whitelist issue • Confirmed that Wi-Fi privacy/isolation settings are not preventing the connection • Restarted/power-cycled the router and litter box • Removed other connected devices and attempted setup again • Confirmed all necessary PETKIT app permissions • Repeated the binding/network configuration process multiple times • Provided PETKIT with exact dates and timestamps of failed attempts • Completely exited and reopened the app when instructed so their technical team could retrieve configuration data • Screen-recorded the setup process when requested • Had my Verizon network equipment checked and confirmed to be functioning properly Most importantly, I was able to get the Purobot through the setup/binding process using a different phone hotspot, which demonstrates that the unit can communicate under another network environment. Meanwhile, my Verizon M3100 recognizes the Purobot as a connected device and assigns it an IP address, yet the PETKIT app still fails to complete the connection. My frustration at this point is not simply that a new electronic product has a technical problem. Technology can have compatibility issues. My frustration is with how the support process has been handled after I reported it. Over several days, I have repeatedly been asked to perform variations of troubleshooting steps I have already completed. At one point, PETKIT asked me to reproduce the failure, provide the exact timestamp, completely close and reopen the app, and allow their technical team to retrieve the latest network configuration data. I complied. I was later told that they could not locate the corresponding data and was asked to repeat the process again and provide a screen recording. I complied with that request as well. After all of that, the technical team’s subsequent recommendation was to change my Wi-Fi name/password, restart the router, separate the 2.4 GHz and 5 GHz bands, and try connecting again—steps substantially overlapping troubleshooting that had already been performed and communicated to PETKIT. I was then advised that perhaps too many smart devices were connected to my router. I subsequently confirmed that I had already attempted the connection with other devices removed. PETKIT also suggested checking the router’s blacklist/whitelist, app permissions, moving the litter box closer to the router, and restarting the network equipment—again, issues that had already been investigated during the preceding days. I even had my Verizon equipment checked by Verizon, and it is functioning normally. Other devices use this network successfully, and my previous automatic litter box worked with this same internet setup. Communication has added to the frustration. Rather than receiving proactive updates on the open technical issue, I have repeatedly had to return to the chat myself and ask whether the technical team responded. Each new support representative has needed to review the history again, and the matter gets sent back to the technical team. I have now been told more than once to expect another response within approximately 24 hours. I have explicitly requested that the matter be escalated because I do not believe repeatedly reproducing the same failure is a reasonable long-term troubleshooting strategy.

My item was shipped but without the accessories such as the bags, the odor devices and another product I purchased and here I am sitting with a $600 robot that I can't test or use until these other items arrive which are 7 to 10 days later. I guess this is how they get around honoring a return if the device is defective, then I call and speak to someone and customer service I get hung up on three times and then I speak to someone I can't hardly understand them because they don't speak very good English.

Awful customer service…produce did t work couldn’t TALK to anyone ..then trying to return some extra stuff and having a hassle to return