ComplaintsforPetkit Technology US Limited
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Complaint Details
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Initial Complaint
05/10/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased the pet kit automatic cat cleaner works okay I purchased it in January of 2024 and then all of a sudden the smart purifier spray device stopped working I've contacted them they will not help me because I don't have the original order number because it was ordered on a separate account that I don't have access to anymore I've informed them that this device is not allowed to be sold in California my question is why was the device sent with the original purchase of the the litter box and now I can't get a replacement for it if it's not allowed in ********** why was it able to be shipped to ********** in the litter boxInitial Complaint
05/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
The business sent me a cat box and less than 2 months it stopped working. They offered me a 10% discount on a new one, and a refund for the defective one once they received it back. I have delivery confirmation they received the defective cat box however now no one will acknowledge me now and I have yet to see any information on a refund and its been over two weeks. Yesterday I reached out to them via the website and they too gave me a lot of c*** Stating they would issue a refund to just wait 7-10 days. However their supporting document that was attached stated they couldnt issue me a refund. So now I have basically paid $544 for one cat box they are only $260!Initial Complaint
03/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased the PETKIT automatic litter box in February of 2023. It started having problems within about 10 months. I contacted the company to explain the issues and request a replacement, repair or refund under the 1-year warranty. The customer service basically gave me the runaround until the warranty expired then said they couldnt help me. They offered me free bags for the appliance that doesnt work. Or lastly they said they would send me parts to fix it myself? Im no technician. This companys customer service is a joke. I just want it fixed or replaced or refunded. Anything besides keeping a product that doesnt work.Initial Complaint
03/05/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered the Petkit Fresh Element Solo on February 7 for use at my vacation home. I received it on February 14. I was able to try it out on Feb. 22. It wouldn't connect to the internet and therefore could not be used. I called Petkit that day to discuss the problem. I have also emailed multiple times starting Feb. 22 to initiate a return for refund. I get no help over the phone and have not gotten any help over the email either. They keep starting a ticket but nothing gets done. They keep telling me they will respond in 24 hours but nothing gets done. I have not received a return label nor an address to return. I am very unhappy with this as my 30 days is running out and I feel like they are looking for an excuse to not accept the return. Please help me get resolution.Business response
03/18/2024
We have offer a return label 12 days ago .here in the attachement, but still no response from the customer. We will try to contact via email or phone.Customer response
03/21/2024
I received the label and returned the package on 3/18/24. Am waiting for a response. Thank you,
*******
Customer response
03/23/2024
Hi,
I'm not sure what happened here...I responded that I had returned the item, and was waiting for Petkit's response. In the interim, I did receive a response, they said they need to inspect the item, and will advise shortly about a refund. Thanks.
*******
Initial Complaint
01/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a Petkit litter pura x litter machine through Amazon with 550 dollar in June 2022. And this is the worst product ever. After I purchased few months, it started to have several problems: 1. Stop cleaning while there's no cat inside (issue with the sensor). 2. The litter keeps leaking out 3. Produces a lot of noise Until now the machine is totally broken, it shuts down and shows there's cat inside while there's nothing. I reached out to the customer service and all they told me is that the product is out of warranty (1 year) and they won't be able to even repair it and only ask me to buy a new one. This machine is very expensive but it doesn't provide meaningful customer service. And it basically means that out of 1 year this machine becomes trash and they won't be able to help to fix it even you pay!Initial Complaint
10/08/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I bought the PETKIT Extra Large Self Cleaning Cat Litter Box for Multi-cats 76L on April 30, 2023 and received it on May 5, 2023. I purchased the device on Amazon for $500. I asked a question on Amazon on why it wont dump cat litter or level and they answered my question, telling me to email them. I emailed them on October 6, 2023, 5 months after I received the device and when it stopped working, letting them know its not working. I know the motor works because I can put it in maintenance mode. (the way you refill cat litter.) I have tried everything, from updates to unplugging the device and plugging it back in. Two days later I get an email telling me to update the firmware and unplug the device and plug it back in. Its evident they do not read the emails fully because I stated it literally in my third (3rd) sentence to them. I just want a replacement at this point. The cat litter box is basically just a glorified MANUAL cleaning litter box now.Customer response
10/26/2023
The company did not respond to me due to BBB intervention, but from a question on Amazon. After weeks of me emailing them back and forth, I finally received a replacement kitty litter box. But I just want everyone to know they sell faulty products and my new box will likely stop working after 5 months again.Initial Complaint
07/22/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I bought the PETKIT automatic litter box towards the end of 2021. I began having issues with the infrared sensor around 2022. I have been emailing the customer service department about this for months, and they have been very unhelpful. Nothing they have told me to do worked in the long run. Eventually, months later, they acknowledged there is a mechanical defect with the infrared sensor, and I would be unable to fix it on my own. Despite acknowledging this, they refuse to fix or replace it.For a resolution, I would like a replacement or refund since this is a mechanical defect of the product and not my fault.Initial Complaint
10/19/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
The device bought on August 19, 2021, broke after 1 year and 2 months of use, which exceeded the warranty by 2 months. A device in this price range should last years, can you imagine how costly would it be to replace the unit on an annual basis. Petkit agreed to replace my unit with a "used/returned and 100 percent functional unit." Usually, companies replace any faulty units with brand-new units, this was the first time I have encountered such a resolution. I agreed to it, however, to regret it. This was the beginning of back-to-back headaches. The unit they sent was not well insulated and apparently did not withstand the brutal shipment process. On the receiving end, one of the 4 wheels that were involved in turning the sphere containing the letter broke off. I snapped a picture of the broken part and sent it to the company. The respondent replied "the unit is on its way," as such, I assumed that they sent a second replacement unit because they knew of this problem in advance. I did not think too much about it so I trashed the replacement unit as 2 of the unit devices in my condo were making the living space uncomfortable. Then, when I followed up on the email again, another respondent told me that his coworker did not respond correctly (he was referring to the 1st replacement unit) and stated that without a video and the serial number of the replacement unit, they could not do anything now. Now, I'm being punished for their miscommunication and their defective unit.Initial Complaint
08/24/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I bought a PETKIT Pura X litter box from PetSmart on 12/07/2021. According to the PETKIT website, the Pura X has a 1-year-warranty. There is no other information about the warranty on their website, the only information is that there is one on the product from the manufacturer. I recently contacted PETKIT because my Pura X was not cycling correctly and that I had tried all troubleshooting but it had only gotten worse. They stated that something was defective with the device itself, however they were unable to honor the warranty on the product because I bought it at PetSmart rather than directly from their website. They told me to contact ******** and have them honor the manufacturers warranty, I called PetSmart and they (of course) told me that the manufacturer must honor their own warranty and they no longer sell the product and wouldnt be able to send me a replacement even if they wanted to. I emailed PETKIT explaining this, however was told that I must speak with a higher level manager at PetSmart to get them to honor the manufacturers warranty because they simply will not. The company will not honor the 1-year-warranty that they advertise for their product because it was purchased from a store which they chose to sell it at. At this point I no longer want a replacement and instead want a refund because I do not want to own any of their products, I am hoping to please get help because this business is not honoring their warranty. Thank you.Serial number: **************** Date of Purchase: 12/07/2021 Warranty Length: 1-year per PETKIT Store it was purchased at: PetSmartInitial Complaint
04/22/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed this order on March 11th 2022, cancelled the order on March 20th 2022 was notified it shipped on March 21 2022 and received it on April 6 2022 this order I payed expedited shipping I am attaching all the communnications I have had with there support person Mily (wolinnet) and there return policyBusiness response
04/23/2022
Hello,
this customer placed an order on **********************************, not ******************************. Only the www.petkit.com is PETKIT's official website.
We did receive emails from this customer and *************************************** In the attachment, you can check the order details. PETKIT doesn't sell this product on the website.
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Customer Complaints Summary
10 total complaints in the last 3 years.
6 complaints closed in the last 12 months.