Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/05/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a microchip cat feeder that has since stopped working. I am still within my 3 year warranty time frame & have been assured twice now by the company that my product was on its way & would arrive in '5 to 7 business days' and the second time I was advised it would arrive 'by the end of the week'. The first time I was informed of the replacement coming was January 23rd, 2025. It is now March 4th, 2025. I have reached out 3 times to follow up, with only having one reply, once, on February 24th, 2025, stating my product would arrive by the end of the week. The product never arrives and though asked, I never receive any tracking information on my product.Buyer beware! You are buying an expensive dish and apparently without a warranty... All I want is the warranty to be honoured as it should be and for my product to arrive in the time frame they provide, not be at 27 business days (40 actual days) later from first initially being told 5-7 business days.

• Initial Complaint

  Date:11/11/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ********* pet feeder from them, it failed a few months ago with the door no longer working. I contacted their support, advised of the issue, provided a video of the probelm and was told they would replce the device since it was covered under warranty. Sure Petcare case ******** They failed to ship a replacement device, i have contacted them numerious times via email and phone and they keep telling me its been sent to their Canadian warehouse. I've asked for tracking number or details which they have been unable to provide. I asked for a manager to contact me or someone able to assist further and no one has.08.24.2024 - I contacted your company RE repair/replacement of our SureFeed feeder 08.28.2024 - I was told that the warehouse team would be shipping the replacement and I would be getting it within a week.09.05.2024 - I advised your company that it was still not received and asked for tracking details, no reply was received 09.10.2024 - Again I reached out via email asking for any updates or available shipping information 09.11.2024 - ****** replied via email and said he would contact the warehouse team and get back to me. Still nothing received.09.20.2024 - I emailed again with a list of all contacts asking for an update, none received.10.11.2024 - I emailed again asking for an update.10.14.2024 - Received response "We are currently awaiting an update from our warehouse, once we have the tracking information we will provide it to you."nothing since.

  Customer Answer

  Date: 02/11/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:09/12/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a product (the surefeed microchip pet feeder) in January of 2022. The product has a three year warranty. The product is not working. I've been trying to contact the company for 2 months. I've submitted 3 product discrepancies as directed from their website. I have never recieved any communication from them in return. When I try to call the company, the line rings briefly then plays a busy signal.

• Initial Complaint

  Date:07/22/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a surepet feeder from the website. Since Ive had it I had issues with it. I've called and emailed multiple times. I've sent them videos and photos, and it's never enough. They keep saying they need more and more their product is defective, and they won't replace it under their warranty at this point I want nothing to do with this false advertisement company. I want a refund. I have been trying to get this fixed since May 8th and still haven't got any results with the company.

• Initial Complaint

  Date:04/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  One of my petfeeders is making a grinding noise when the lid opens. The company offers a 3 year warranty and here is their response. I believe it is absolutely unreasonable for them to ask for a full length video to check for issues that are not there and I have no recording equipment for this. It makes an exchange more complicated and impractical for most. And why ask for my mobile phone number? Please help!I'm sorry to hear that you are experiencing problems with your SureFeed Microchip Pet Feeder! We would like to solve the problem for you.Please can I ask you to forward us some more details to help us diagnose the issues you are having:1. Your current full delivery address and mobile phone number 2. What brand of batteries you are using (please make sure you are using 4 high-quality alkaline batteries, like Energizer or Duracell)?Please send us one full length video showing the insertion of the batteries and performing the operation listed on point 1, 2, 3 and 4 ensuring that we can see the status of the light and the serial number of the unit, make sure to include the noise your unit makes.1. Please press and release the Learn Button:Does the lid open and the green light start flashing every second? Please press the button again. The lid should close, and the green light should stop flashing.2. Please press the training mode button:Does the lid open fully, and upon subsequent presses does the light flash and the door close more each time? (See description under Increasing lid movement for normal behavior)3. Please press on open/close button, can you please advise if the lid opens and closes as it should.4. If the above does not work, please try a factory reset (you will need to relearn your pets after this operation) To do a factory reset press and hold the add pet button for at least 10 seconds - the lid should open and then close which confirm this operation has complete. Please then try above steps again.

  Business Response

  Date: 04/25/2024

  This response was taken verbally by the BBB:

  We sent the consumer an email that we need a video of the feeder making a noise to send to our home office to get their claim started and have not received a response from the consumer. 

  Customer Answer

  Date: 04/27/2024

   
  Complaint: 21507857
  
  I am rejecting this response because:

  I was not just asked to send proof that the lid is making a noise but, as you can see from the attachment, I was asked to make a lengthy video changing batteries and going through all kinds of tests on the feeder which were absolutely unnecessary.  I would happily send a short recording of the noise the lid makes when it opens if that would solve this issue.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:12/06/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went on ****** to purchase the Sure Petcare - Microchip Pet Feeder Connect. It was advertised for $199.00 plus a 20% off promotional code and free shipping. Please see the first attachment, Cat Feeder, to see the product on ****** and the website. I clicked on the link to the company's website where I saw the same pricing information. When I tried to order the cat feeder on the website, it wouldn't accept the code. I tried several times, then called customer support and spoke to ********. I sent her the same information that I've attached for you. Her response was that the promotional code did not apply to the product, and the actual cost was $228. Attached is their written response to my request from the email that they sent to me. Please see the attached Cat Feeder Reply.Their practices are unethical. All I want from this company is for them to honor their advertised price so that I may send this as a holiday gift to my daughter Please help.

• Initial Complaint

  Date:03/03/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2021, I bought 5 SureFeed Microchip Small ********* Feeders (**************************************************************************). After a few months I found mold forming in the rim of the bowl (picture attached). Even scrubbing could not remove the mold. I contacted SureFlap Support *************************************** After several weeks they responded (Case # ********) and after 1 month+ they provided me with 5 bowls In January of this year (2023) I realized that the plastic strip which seals the feeder attracts mold and is very susceptible to mold accumulation and impossible to clean (picture attached). I smelled this mold to confirm and for several days I had burning lung pain, coughing and wheezing. I contacted SureFlap Support ************************************** on 31 Jan 2023 using the same case number (Case # ********) . On 7 Feb 2023, they offered to send me new lids. They never sent me the lids. On 15 Feb 2023 at 10:50 AM Pacific, I called their customer service ************. **** agreed that molds can form and asked me to wash my feeders. Since I wash my feeders every day and the mold is not removable, I asked to be transferred to a supervisor. ***************** up on me. I sent an email to the management and someone from ****** called me on 16 Feb 2023 in the middle of the night and left me a voicemail that they will get back to me in a few days and as of today, 2 March 2023 no one has called me back.I am shocked that this company has no interest in ensuring that their product is not harmful to cats and humans.

• Initial Complaint

  Date:03/03/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a complaint against Sureflap *** and Sure Petcare ****** for their failure to meet the terms and conditions of their service contract, as well as their lack of customer service and support.I have been experiencing significant issues with my Sure Petcare Pet Feeder Connect, and despite multiple attempts to resolve the issue, I have not received any satisfactory support or assistance from the company. The devices facing problems are as follows: 1) Hub H010-0652211, 2) Pet Feeder U004-0222725, and 3) Pet Feeder U004-0222727.The feeder has been malfunctioning, and this has caused significant inconvenience to both myself and my pets. Specifically, the feeders and the mobile app are not allowing me to configure the bowl or set the maximum amount of food to be dispensed. Additionally, the reports/dashboards are not representing the amount of food ingested by each pet accurately. Some days the feeder is reporting 0g consumed, while in others, the consumption is three times higher than usual.I have attempted to resolve the issue by following the instructions carefully and troubleshooting on my own, but to no avail. I have also tried contacting customer support via phone and email, but I have yet to receive a response or any indication that the issue is being addressed. The toll-free phone number provided has also been deactivated.Furthermore, Sure Petcare **************** promised to respond to my query within three business days with Cases #******** and #********, but I have not received any further communication from their team.As a paying customer, I expect a prompt and satisfactory response to my complaint. I would appreciate it if the company could provide a solution to the malfunctioning feeder or offer a replacement unit at their earliest convenience.I would like to express my disappointment with the lack of clear and immediate action on this matter. My pets have been severely affected by all services and technical problems.

  Business Response

  Date: 03/30/2023

  This response was taken verbally by the BBB:

  We are working with the consumer at this time. We have placed and order for a part that is on back order. 

  Customer Answer

  Date: 04/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Good evening!

   

  I am writing to confirm that Sure Petcare has contacted me to resolve the issue but this will require replacement of both pet feeders with new devices, but according to them the product is in back order.

   

  Before closing this complaint, I need to wait for the products to be delivered. In view of this, I would like to request an extension of the 10-days period as proposed by the BBB.

   

   

  Regards,

  *********************

   

  
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 07/17/2023

   
  Complaint: 19535140
  
  I am rejecting this response because:

  I hope this letter finds you well. I am writing to express my deep dissatisfaction with the handling of my case, as documented in issue numbers #********, #********, and BBB complaint ID: ********. Despite your promises and assurances, my expectations have been continuously let down, and I have not received the replacement units for my faulty Pet Feeders. As per our previous correspondence and the recommendations provided by your technician, it was determined that both of my Pet Feeders were beyond repair and should be replaced under the terms of the warranty. I was pleased to hear that you would be sending me two new Pet Feeder Connect units in exchange. However, it has now been almost six months, and I am still waiting for the fulfillment of this promise. Initially, I was informed that the new units would be shipped to my ******** address. However, after waiting for four months, I received communication stating that a supply chain issue had affected your warehouse in ******, and the only available option was to deliver the products to my US address. In response, I promptly provided the updated delivery address and requested that you fulfill the order from your US warehouse. Unfortunately, even after making these adjustments, I have yet to receive the products I am entitled to. I understand that unforeseen circumstances can occur, causing delays and complications. However, the length of time and the lack of transparency in the handling of my case are unacceptable. As a customer who has faithfully relied on your brand and trusted your warranty services, I am deeply disappointed by the apparent disregard for my concerns and the failure to honor the commitments made. I kindly request that you take immediate action to resolve this matter. I expect a prompt response from you, confirming the shipment of the replacement units to my specified US address within 10 business days from today
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/25/2023

  Hello ****,
  
  Unfortunately, as you did not purchase your unit from our website surepetcare.com, we cannot issue a refund. However, my previous email did include the tracking number (************) for your replacement unit. It arrived at the ************* address Monday the 24th.
  
  When we originally ordered you the replacement, you had 2 different addresses on file, your ******** residence and a ************* address. I did ask which you would like to use, specifying the ************* address would be much quicker (see the email from 03/27/2023) 
  
  The next email I received from you was April 16th, I responded 2 days later, letting you know the units were still on back order and that I did NOT have an ETA. 

  The next email in on June 11th, you emailed me about an update.

  When we spoke over the phone, June 23, I did explain to you we could *********** to your ************* address, however we had to cancel the order with our ******** warehouse first, which did take longer than I predicted, however once everything went through and the new Hub was approved I was able to order it from a US warehouse.
  
  This is when you received an incorrect email from a different representative, I explained that and apologized. Within the 24hr I promised, I sent you your tracking number.
  
  I have kept you as up to date as I could with my given resources. Unfortunately our ******** distribution is not working as efficiently as we or our customers would like. However, we have made this right and sent you the replacement unit, as is required by our warranty. 
  
  I made it clear early on the ** ************* address would have been much faster but you still requested it to be sent to your ******** address, which is fine it was just going to take much, much longer.  
  
  We are unable to provide refunds for orders placed on third party sites.
  
  Please let the Better Business Bureau they can reach out to us at, ************ or 0800 ******* (to speak with a supervisor), for any additional questions.
  
  Have a wonderful day,
  ****
  Sure Petcare
  
  

  Customer Answer

  Date: 07/25/2023

   
  Complaint: 19535140
  
  I am rejecting this response because:

  Dear ****,

   

   

  I hope this email finds you well. I am writing in response to your recent email regarding the status of my warranty claim and the shipment of the replacement feeder.

   

  First and foremost, I must express my disappointment and frustration with the continuous delays and excuses that I have encountered throughout the past six months while trying to resolve this matter. It is disheartening to hear that my case continue not being handled with the attention and priority it deserved, considering the considerable amount of time and effort I have invested in seeking a resolution.

   

  Your assurance of sending two units to my address within 24 hours was a beacon of hope amidst the prolonged wait. However, I am deeply disappointed to report that 72 hours have elapsed, and I am yet to receive the promised items or any tracking numbers confirming the shipment.

   

  As a loyal customer, I genuinely believed that my warranty claim would be dealt with efficiently, and that I would finally receive the products that I was promised. Unfortunately, the reality has been quite the opposite, and I am left with a growing sense of frustration and inconvenience.

   

  At this point, I believe that it is only fair for me to be compensated appropriately for the significant inconvenience caused due to the prolonged delay and the lack of communication. Since this is a warranty claim, I request a full refund of my order as a fair resolution to this matter.

   

  I must also emphasize that the lack of progress and resolution has been brought to the attention of the Better Business Bureau (BBB). As promised to the BBB, I expected a quick and hassle-free resolution to this issue, but it has been far from the case.

   

  I sincerely hope that this email will be taken seriously and that appropriate actions will be taken to rectify the situation promptly. I have encountered numerous setbacks, and it is only reasonable to expect a change of posture in how this case is being handled.

   

  I kindly request that you provide me the full refund of my order/invoice, including the shipping costs within the next 72 hours.

   

  Thank you for your attention to this matter, and I eagerly await your prompt response.

   

   

  Sincerely,

  *********************

  
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/11/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the SureFeed Sealed Pet bowl ($64.40) and a split bowl($15.40) on 8/9/2022. I needed a bowl to keep flies out of my cats food and to keep her wet food fresh since she tends to not eat it all at once. After setting it up, I soon realized the flies were able to to get under the lid and into the bowl with ease. It claims to "seal" the food but it's about as good as setting a plastic top on top of the bow. When reached out to customer service, without question they accepted the SureFlap bowl return ($64.40), but informed me that per their return policy they could not accept the bowl accessory since it had been opened. In fact I told them both items had been opened but she assured me that the policy makes it clear that opened accessories were not eligible for return. So here I am stuck with a $16 bowl that fits this particular device that I am returning. I then go to the website to find this policy. This is what it says " If for whatever reason you are not happy with your purchase, and you bought your Sure Petcare product directly from SureFlap Ltd (either via our website or over the phone), you can return your item(s) within 30 days of the date of purchase, as long as it is not damaged and in a resalable condition. We will then issue a full refund for the price you paid for it." The bowl in question is not damaged and absolutely resalable. So I am confused why they are forcing me to eat $16 when the product they are accepting a return on was also opened. I'm frustrated. They have a 30 day happiness guarantee that is totally bogus.

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 10, 2022/08/25) */ This response was taken verbally by the BBB: We will go ahead and send the consumer a return label.

• Initial Complaint

  Date:06/18/2022

  Type:Billing Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a VERY detailed complaint with specifics of time of calls and who I spoke with, but the form does not give me enough characters to type it all out. I've been given misinformation by Lina, a customer service rep. She said that with the feeder in training on "intruder" mode that it wouldn't close if I put my hand in the bowl because my hand doesn't have a microchip! The previous cust service rep demonstrated "intruder" mode by me putting my hand in the bowl. I asked to speak to ANYONE besides Lina. She refused and said she didn't have a supervisor. She doesn't know the product. I'd like to provide more detail, but dont have enough space. My feeders aren't working! I have two traumatized cats (thanks to Lina). My cats are refusing to eat. Cust service has been NO help. I called for THREE hours on Friday without getting an answer! It went to a nondescript voicemail without any greeting. No hold, it would just ring and go to this voicemail. I left multiple messages and never heard back. I called for literally nearly three hour!!! For a premium product, I am HORRIBLY disappointed with the customer service. I will gladly provide more details if given the time and space! I would like ANYONE besides Lina to follow up with me, she clearly doesn't know the product. I'd like to speak to Lina's supervisor to see that she gets re-trained. I'd like 30 days from when I have working products to try them in home. 30 days from purchase is useless if I dont have working products!!! I am horribly disappointed. I've told my vet, who recommended the products, he'll no longer be recommending you! I have many friends and family who were looking into your products as well. I'll make sure they know about your horrible cust service and that I do not recommend you or your products. I'm horribly disappointed!

  Business Response

  Date: 08/24/2022

  Consumer Response /* (3000, 12, 2022/06/24) */ I did finally get a call back from an Emel in the UK yesterday. It was over an hour after I received the voicemail, but she said she was in management and had to attend meetings, fair enough. Her solution was to have their connected products expert call me today. Thankfully, he did call and he agreed there is a problem with both my feeder and my hub. He said he'd send me out a new one of each. Which is fair, but he also said I'd have to call customer service when the new hub arrives to get the old hub taken off my account. I literally cried. Like, I was literally sobbing simply because I cant reach anyone in customer service in the US. I call the number and no one answers. I call and it goes to a nondescript voicemail, where I leave messages and the messages are never returned! I mean, I literally just sobbed because what on earth can I do if I cant get them to answer the phone? His solution was to have me email him instead of calling when I receive the hub and I am ready to set it up. I'll be honest, it's a little inconvenient because he's in a different time zone and getting a call back will take a while. But, also, he's on vacation for two weeks after today. He said he'd email me and flag his coworker, Jasmine, to watch for my email and that Jasmine will call and monitor the email while he's away. It's all a bit inconvenient. Youd think they'd be able to get US customer service to actually answer the phone and return calls! I've literally looked into getting a long distance calling plan just for the sole purpose of being able to call UK customer support to see if they're any better at answering calls. It's just too much. I literally sobbed about it. Further, both Emel and the person I spoke to today said the 30 days would be extended until I have working products. I asked the person I spoke to today to please put it in writing, but it looks like he must've forgotten to put that in the email he sent me. I'd feel a lot better to have that in writing. This has been all quite overwhelming to say the least. I just hope to have working units soon. I'm too overwhelmed by all of this. The last thing I need is stress added on top of everything else. I'm moving in a few weeks and I have one VERY ill cat, she truly may be near death. I dont need to be literally crying over the fact that I cant reach anyone in US customer service. It's the last thing that I need right now. But, hopefully I'll have working units soon. It's out of my hands anyway! It's just all too overwhelming. Consumer Response /* (3000, 16, 2022/06/28) */ I was told Friday morning that a replacement feeder and a replacement hub would be sent out asap. It's well after close of business on Tuesday and nothing has even shipped out yet! I was told shipping would take five days, but wasnt given an estimate on how long it would take just to ship. I sent an email to Jasmine over 24 hours ago to ask when my items would ship, that email went unanswered. I'm just frustrated by all of this. Why cant they just send the replacements? Or at least give me a reasonable time frame from when they will ship. I have way too much else going on to be dealing with this! Consumer Response /* (3000, 24, 2022/07/11) */ ***Document Attached*** Ok, of course I'm still having problems with my bowls. Only, now I think I've lost communication with Jasmine. At Sure Pet Care, they do not have individual email addresses. Your email just goes to whomever is the last person that emailed you. So, I believe I've lost communication with Jasmine. I emailed her on Friday to ask her to call this morning around 7:30am because the intruder mode was not working. Banana is eating out of Avalon's bowl and it's not closing as it should. It's not closing to any unassigned ID tag. It's not closing at all, which, in intruder mode, it should close to any unassigned pet. Because it wasnt closing, I just added Banana as an assigned pet to better track who's eating what. But, it's not closing to any unassigned collar tag. Shortly after emailing Jasmine, I got an email from someone in US customer service explaining about a return. She emailed as if I wanted a refund, but that's not the case, not yet anyway. I wrote her back to explain that I've already been given a replacement device. But, to be honest, their criteria for a refund is REDICULOUS. Jasmine said I could keep accessories, etc. She specifically said I could keep the wires that came with the hub as back up, etc. The UK customer service has said many times that returns are easy and simple. They want to unit is re-salable condition!!! My cats have been using it and I'm returning it because it didn't work. How is that re-saleable? The UK said returns would be simple and easy. That is not the case. US customer service doesn't answer the phone when I call and now I cant get ahold of Jasmine because someone in the US emailed me! This is rediculous. It's well past 7:30am and no word from Jasmine. I'm going to keep trying email to reach her. I'm frustrated. Consumer Response /* (4200, 28, 2022/08/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have been emailing and calling sure pet care for a week and havent received a response at all. When I call, it rings and goes to a nondescript voicemail, I've never had a message returned. Jasmine had been responding to my emails, until last week. I sent back the dysfunctional products and havent even received word from them to confirm receipt. Theyve been terrible to deal with! I cant reach customer service by phone or email for a week now. I have screenshot to prove I've tried calling and emailing without a response, but this for isnt letting me upload anything. I am quite frustrated and overwhelmed!