PureStreamReviews of trypurestream.com

They took forever to get it to me, came from China, and the product didn't work. They never answered my emails and now it's past the 30 day guarantee. Don't waste your $180+ on this cheaply made product. Good idea but does t work.

Avoid at all costs! Finally got the 2 fountains I waited over 2 months for, unwrapped one but couldn’t remove the metal plate or reach all the plastic under it to remove properly. Reached out via email multiple times, got one reply from Janessa who had emailed about the delay in delivery, but then she didn’t reply to my message. No way to get help and it’s now been over the 30 days for the refund/return policy tho I’ve been reaching out for a month. Guess I’m stuck with very expensive fountains that are harder to clean than what I already have.

What went wrong? Customer service is horrible. I've had pretty much the same experience that the customer described in the review I've copied and pasted below. It's almost word for word what I experienced. I requested the order be canceled before it was shipped, got an email from AJ; responded to AJ to say thanks, but no thanks and got an email from Leonard stating how the small team is doing their best. HA! That's a joke. They don't respond in time to requests for a refund so that they can deny it. In fact, they don't even respond. You just keep getting automated emails sent asking you how it's going. It's not going. I wonder also, why is this so hard? Honor what you say in your emails and on your website. ------------------------------------------ Anyways, the real issue has been their customer service. Before the item was shipped out, I emailed them asking to cancel the order because I had too many cat fountains. It tooks days before "Aj" emailed me back saying that they couldn't cancel it because it's about to ship. Ok cool. I'll start a return once I get it. When I received it on July 28th, I emailed them saying the package wasn't opened and that I want to return. July 30th - followed up because there was no response. July 30th - Later that day Aj sends me some email saying that he'll fix the issue. THERE IS NOTHING TO FIX! August 4 - I emailed again asking for an update on the return label. Now "Leonard" reaches out saying he'll return 20% if I keep it. NO I JUST WANT TO RETURN THIS. Why is this so hard???

I ordered this cat fountain because it seemed unique and it had a 30 day money back guarantee. When I received it, I found the quality of the product very cheap! For what I paid, I would have expected it to be a solid fountain. Furthermore, my cat snubbed it. I reached out to Pure Stream to request a return & return of money. After two attempts, and then googling the validity of Pure Stream, I found that this is likely a scam and I was just dumb to fall for it (as I'm sure others were, too). Luckily, I was able to contact my credit card issuer and was able to start a dispute due to the records that I had and the no-response. I did receive an email stating that my money would be refunded in up to 10 days. We will see. I also find it funny that on their website you cannot place a review. That even further screams to me that it's a scam.

This is a generic piece of junk. I waited months for this and paid you for 2. I certainly learned my lesson. I will continue to let people know how bad this product is

Honestly, you can buy the same thing on Amazon for a quarter of the cost. The item came from China so I'm not sure why I paid over $150 for this. Anyways, the real issue has been their customer service. Before the item was shipped out, I emailed them asking to cancel the order because I had too many cat fountains. It tooks days before "Aj" emailed me back saying that they couldn't cancel it because it's about to ship. Ok cool. I'll start a return once I get it. When I received it on July 28th, I emailed them saying the package wasn't opened and that I want to return. July 30th - followed up because there was no response. July 30th - Later that day Aj sends me some email saying that he'll fix the issue. THERE IS NOTHING TO FIX! August 4 - I emailed again asking for an update on the return label. Now "Leonard" reaches out saying he'll return 20% if I keep it. NO I JUST WANT TO RETURN THIS. Why is this so hard???

After setting up the fountain, I found that the water did not stay in the tray, I was having to refill the water tank every other day and my kitties weren't drinking from it like I first reported. I would get up in the morning and there would be no water in the drinking tray. I contacted customer service to request a refund and I have only received one response from them. I have been emailing them for weeks now, and all I get is the run around. They are dragging their feet on giving me my refund so that it will go past the 30 day window and then they won't have to issue me my refund. This company is a scam. Their fountain is defective and they know it and don't care because they have your money and don't plan on giving it back. If you're smart, you won't purchase this fountain.

Honest review. The design sounds amazing in theory. In application, I would say not quite yet. Accessibility: First, the website names this as an accessibility solution for disabled folks. Considerations must be made for all access needs before a company should make accessibility claims. * For people with physical disabilities: When the fountain is full, it may be hard to pick up because the design is completely flush with no handles of any kind. Given the capacity—which is intentional and can't be helped—handles would be ideal to help people get a better grasp once the fountain is heavy. * No considerations were made for blind folks. Printed how-to pamphlet (I had to pay a visual interpreter to read it). Flat buttons that are both difficult to find and whose function can't be distinguished. There are print-only confirmations of which mode you've entered (i.e. refreshing water every six versus nine hours). While I understand that verbal announcements might be too sophisticated for this type of interface, what *would* be doable is for there to be different beeps for each mode (i.e. one beep for six, two for nine, three for twelve). The fountain actually should make *some* noise. One person's access need (no noise for sensory peeps) can bar access for other disabled folks. Since the water is all contained, it's impossible to tell the status of the fountain without taking it apart, unless you have full or partial vision. In the feedback email I wrote to CX—which so far has been ignored—I said that in considering design, the devs need to close their eyes and think what they'd would want in a product. They should also do UX research for unbiased, diverse perspectives. Next, defects: * The unit was shipped to me, beeping. Figuring it had just been powered on in transit, I went through the setup process without issue. The beeping was the capacity sensor that alerts when the dirty tank is full. It beeped when it shouldn't, and wouldn't beep when it should. Because the fountain is silent and only runs intermittently, I had no idea the dirty tank was full because the sensor didn't beep. How did I figure this out? My cat drank from a bowl of water that I was going to cool boiled eggs in. Customer service: * Absolutely horrible, which is why I'm resorting to a public post ... next stop, a credit card dispute. CX promised weekly communication during the production cycle; this was not done, even when my unit shipped a month later than it was projected to. I understand production timelines can change; I just would have appreciated communication about it. Getting updates was like pulling teeth. People skimmed my emails and sent repeat macros that didn't answer my questions. I have a long career in CX and am appalled. I finally called someone out for this, and they rerouted, but should not have been necessary. Now that I need to make use of the product guarantee and return my item? Absolute. Crickets. It's been more than two weeks that I've tried to get a hold of them. Overall: * Great concept. I hope another company with a better culture will create a fountain that runs circles around this one, because I absolutely do want the health benefits for my cat that such a fountain would provide. Otherwise, depending on who you are, this product isn't worth the investment. Edits on August 15, 2026 Update 1: After pressuring me to close the PayPal dispute, PureStream still hasn't refunded me as promised. I've reopened my complaint and also contacted BBB of North Central Texas to determine jurisdiction and recourse. I'd love to be wrong, but this company is giving serious scam vibes. Even without that, though, avoid them at all costs. Update 2: The company finally got back to me within moments of me emailing to advise of PayPal, TrustPilot and BBB NCTX activities. A refund has been initiated. I'm grateful to finally have this resolved, but I shouldn't have had to go to this length and still don't recommend this product or customer experience. If you request a refund on PayPal and are asked to close it, take note of how long you have to change claim type and, if the refund isn't issued as promised, try to reopen the claim three days before that window closes. Also highly recommend the practice of emailing a company to advise of third-party complaint activities lol. I've had multiple successes.