PureStreamReviews of trypurestream.com

Response from PureStreamOct 24, 2026

Hi Kris! We're really sorry to hear about your experience, especially after having the fountain for such a short time! I do want to clarify that our team would never intentionally dismiss your concerns. While we do offer a 30 day satisfaction guarantee, our return policy does clearly outline that fountains that have been used are not eligible for a standard return due to hygiene reasons. For returns unrelated to a product defect, return shipping costs are the customer's responsibility and are non refundable, as outlined in our policy. We understand your frustration and appreciate you sharing your experience. Since you've already sent the fountain back, our support team can assist with any updates regarding the status of your return and refund. Victoria 🐾

Response from PureStreamOct 24, 2026

Hi Peggy, apologies for all the back and forth on this one! Your duplicate shipping protection charge should have been sorted with your first email, and the answers you got about your return weren’t consistent. I’ve shared this with the team so it doesn’t happen again. Our 30-day satisfaction guarantee covers how the fountain performs. Once a unit has been filled and run, we can’t send it out to another customer, so used units follow different refund terms. We should have laid that out clearly from the very first reply. For anyone weighing up the design, the clean water tank lifts straight out so you can fill it at the sink. At 2.6 L, it only needs a top-up every 10 to 13 days for one cat. I can see you’ve started your return. Once it reaches us and is processed, your refund goes back to your original payment method. If anything comes up in the meantime, email us at [email protected] and I’ll make sure it comes straight to me. Thanks again for your patience with this one. Victoria, Head of Support 🐾

Response from PureStreamOct 24, 2026

Hi Mary, so sorry to hear this! I’ve gone through our inbox, and the only message we have from you is the one from October 1 about returning your second fountain. We replied that same afternoon with the return link. It may have landed in your junk folder, so please check there. If you wrote to us from another email address, we may have missed it, and I apologize for that. As for your cats not taking to the fountain, that’s more common than you’d think, and there are a few things that usually help. We’d also like to look at your options with you if it still doesn’t work out. Victoria, Head of Support 🐾

Response from PureStreamSep 28, 2026

Hi Sarah, I’m really sorry for how drawn out this whole experience was! Between the original shipment getting lost, the replacement delay, and then the fountain arriving warped, you had way more friction than you ever should have. I was able to find your conversation, and I’m glad you were ultimately able to get it assembled, but you absolutely shouldn’t have needed tools or extra help to do that. Our team has already offered to make this right, and if you run into any issues with the fountain from here, please reach back out to us, and ask for Victoria. I'll be happy to help! Victoria Head of Support 🐾

Response from PureStreamSep 28, 2026

Hi Danielle, So sorry to hear the fountain arrived with a missing seal and wouldn’t prime. That’s definitely not how it should have arrived! Our team did reply and asked for a few photos so we could get the missing part or a full replacement sent out at no cost, and we followed up again when we didn’t hear back. If you’re still having trouble, please reply to that email and we’ll pick it right back up and get this sorted for you. Victoria Head of Support 🐾

Response from PureStreamSep 28, 2026

Hi there, So sorry for how frustrating and drawn out this whole process was. You definitely shouldn’t have had to spend months going back and forth with us just to get a return sorted! Once a chargeback is opened, we’re unfortunately blocked from issuing the refund ourselves while the dispute is active, since the funds are being handled directly through the bank. If anything is still unresolved, please reach back out and ask for Victoria. I’m happy to take a look personally and make sure everything is squared away. Victoria Head of Support 🐾