Anastasia M.
BUYER BEWARE- awful experience
BUYER BEWARE- awful experience!! False advertising. I have been trying to return my collar for a while now. They ask for multiple photos and tell me that the shipping has to be at my expense AND that they will keep processing fees ..I live in a rural area and purchased the collar based on the claims of the site of reliability and accuracy. When my dog on the 2nd day of wearing the collar was in my kitchen distraught running back and forth between my husband and i - we saw that while indoors and over 45 feet from the fence boundary she was being repeatedly zapped- not just once as a breach but over and over and over again. She was completely terrified and upset. This is despite the collar showing a green gps signal and the boundary being over 45 feet from the location (kitchen) that she was in. After frantically removing the collar and reaching out to customer service to return the collar (she won’t let us get near her with the collar she is so afraid of it) we were repeatedly given the run around and told that it is our location’s fault (although they advertise for rural areas) and that our house is too close to the boundary and gps strength is not strong enough. The zapping was when our dog was over 45’ within the safety of the boundary- the boundary itself is set against a road which we are trying to prevent on dog from being on (so we can’t push it out further or she would be on the road). Our house is over 20+ ft from the road and the kitchen an additional 25 from there. Customer support instead claims that due to the close boundary and gps strength- that indoors I would need to use a beacon to create a safe zone (which is not large enough to allow the dog to roam indoors freely since it is a 3-5 meter radius while the footprint of our home is 36’X70’+)… AND that we would need to turn the fence on an off every time the dog entered an exited (which they do at will including when we are ok work calls and can not leave a call to turn the fence off). All this to say we have had a horrendous experience and want others to be aware. Not reliable, poor experience and company doesn't stand behind their product. DO NOT recommend. Also- when trying to write a review on their page (because there are glowing reviews) I found that they don’t have an area to write reviews there-very shady!! So where are those reviews from if I - and actual buyer with collar in hand and hefty invoice to prove it can’t file a review! I bought it direct but should have known not to when I saw that the product had been removed from being able to be bought on Amazon? Coincidence? I think not!!
Response from SATELLAIMay 21, 2026
Hi Anastasia, We’re very sorry your experience felt frustrating and stressful, especially when your dog was affected during indoor use. We want to clarify that SATELLAI does not intend to mislead customers; however, GPS-based fencing can be affected by indoor environments, nearby structures, and boundary placement, even when the app shows signal status. We understand that the return process and repeated information requests felt like a runaround, and that is not the experience we want. Our support team has escalated your feedback and will continue following up through the official support channel to review the return request and available options. We also appreciate your comments about review transparency and have shared them internally. The SATELLAI Team