PureStreamReviews of trypurestream.com

Response from PureStreamAug 17, 2026

Hi Alia, This seriously made my day. I’m so glad your cat took to the fountain right away, and even better that the little surprise toys were a hit too 😂 I also really appreciate you sharing the feedback around the tray, tanks, and instructions. That kind of detail is exactly what helps us make the product and the overall experience better. Thanks for giving us the chance to learn from you and improve. Victoria 🐾 Head of Support, PureStream

Response from PureStreamAug 17, 2026

Hey Jennifer, Thanks for calling this out. I’m Victoria, Head of Support at PureStream, and I’m sorry we made a simple refund request feel like a battle. If the fountain just isn’t a fit for your cats, that’s exactly why we have a satisfaction guarantee. You should have gotten a clear answer from us instead of feeling like you were being given the runaround. We’re making some major improvements to how refunds and return requests are handled, and I’m taking feedback like this seriously. Please reach back out to Support and ask for me, Victoria. I’m happy to take a look personally and help get this sorted for you. Victoria Head of Support, PureStream 🐾

Response from PureStreamAug 17, 2026

Hey Eloise, Thank you for sharing this. I’m Victoria, Head of Support at PureStream, and I’m really sorry this was your experience with us. Between the long delivery time, receiving a fountain that didn’t work, and then not hearing back from our team, I completely understand why you’re frustrated. You also should not be penalized for going past the 30-day window when you were actively trying to reach us and couldn’t get a response. I’m taking this feedback very seriously, and we’re making major improvements to both our support response times and how we handle product issues like this. Please reach back out to Support and ask for me, Victoria. I’d be happy to personally review your order and see what we can do to make this right. Victoria Head of Support, PureStream 🐾

Response from PureStreamAug 17, 2026

Hi Maureen, This is exactly what we love to hear 🥹 Happy kitties and a little extra peace of mind for you is a pretty great combo. So glad you’re loving it, and thank you for sharing this with us! Victoria 🐾 Head of Support, PureStream

Response from PureStreamAug 17, 2026

Hey DG, I’m Victoria, Head of Support at PureStream, and I’m really sorry this was the experience you had with us. You waited far too long for the fountains, then ran into an issue almost immediately, and still couldn’t get the help you needed. The fact that you were reaching out during the return window and ended up past it because we didn’t respond makes this even more frustrating. We’ve had some serious gaps in support as we’ve grown, and I’m taking this kind of feedback very seriously. We’re making major changes to response times, returns, and how product issues are handled so customers aren’t left stuck like this. Please reach back out to Support and ask for me, Victoria. I’d be happy to look into your order myself and help get this resolved. Victoria Head of Support, PureStream 🐾

Response from PureStreamAug 17, 2026

Hi there, Thanks for sharing this! If you’re having to refill it every day and a half, I’d definitely like to make sure everything is working the way it should. Feel free to reach out to Support and ask for me, Victoria. I’m happy to take a look with you. Victoria 🐾 Head of Support, PureStream

Response from PureStreamAug 17, 2026

Hey Patricia, Thanks for sharing this. I’m Victoria, Head of Support at PureStream. You were clear about wanting to cancel and return the order, and we made something simple way harder than it needed to be. I’m really sorry you had to keep chasing us for an answer. We’re a very small support team of three, and we got hit with thousands of inquiries in a short period of time. We fell behind badly. That explains the delay, but it doesn’t excuse the experience you had. We’re making some major changes on the support side now. If you’re open to it, please reach back out and ask for me directly. I’d be happy to step in personally and get this sorted. Victoria 🐾 Head of Support, PureStream

Response from PureStreamAug 17, 2026

Hi there, Victoria here. I lead Support at PureStream, and I’m really sorry this is where your experience with us landed. You gave the fountain a shot, it wasn’t what you expected, and when you tried to use the 30-day guarantee, we didn’t make the return process easy or responsive. I can completely understand why that made you question the company altogether. Our support team of three was hit with thousands of inquiries in a very short period, and we fell behind in a big way. We’re taking this feedback seriously and making major improvements to how returns, refunds, and customer follow-ups are handled. Since I can’t see your order or contact information from this review, please reach back out to Support and ask for me, Victoria. I’ll personally look into what happened and get this rectified for you. Victoria 🐾 Head of Support, PureStream