Petmate Reviews

I ordered replacement bolts and thumb nuts for my cat carrier. When they arrived, the thumb nuts weren't threaded properly and I had to manually thread each one to make them work. Really? And the shipping cost was insane - $8.20 plus an extra $4.68 fee totaling almost thirteen dollars to ship an item that cost $5.50 and weighs about eight ounces. Come on, this is outrageous.

Bought three of these automatic litter boxes over a 4-year span. The fact that I needed to replace all three should tell you something about the durability. Customer service is basically nonexistent - calls go unanswered and they never call back. When I tried to get replacement parts, they suddenly claimed they don't sell them, even though the manual clearly shows they do. I've sent multiple messages with screenshots from the manual to prove it, but they just keep ghosting me. This company is completely untrustworthy.

Received a broken litter box and they said they'd swap it out the next day. But then I got an email saying because I hadn't replied to their first message, they wouldn't honor the warranty anymore. Since then, customer service won't even read my follow-up emails. I'd only consider giving them another chance if they replace their terrible customer service team with something actually helpful.

I contacted someone about my water bottle that burst and ruined my kitchen. I politely asked them to send a replacement since I still have the bottom piece. They refused and said I'd have to pay forty dollars for a new one. This company clearly doesn't stand behind what they sell. All I wanted was the bottle to fix the problem, but they won't help. I could legitimately claim the kitchen damage, but I'm just asking for the bottle so we can move on. I hope someone from management will reach out and do the right thing by your customer and your product.

Been trying to get help for three weeks with no luck through email or phone calls. All I need is a single replacement part for my dog kennel that I can't find anywhere online. Petmate's customer service needs to get their act together. I'm taking my business somewhere else.

Worst experience ever. I tried calling nine separate times to cancel my order two weeks before it even shipped, but nobody answered. Sent seven emails and got zero responses back. When the product finally showed up late, it was terrible quality. This company's customer service is the worst - they never got back to me, not once. Don't waste your time ordering from them.

I bought a large dog kennel from Amazon previously for an international relocation and stored it safely in my office. A month later when I assembled it before my trip, there was a massive crack along one corner. I ordered another one directly from their website because they offered overnight delivery for an additional fee. It shipped the next day, which was good, but the tracking showed it wouldn't arrive until late Monday, and my flights were that day. I tried canceling and was told to put a refused delivery sign on my door, so I did and bought from somewhere else instead. FedEx disregarded the sign entirely and delivered it a week later anyway. When I reached out to their customer service about the failed refusal, they said they'd already done their job and it was out of their control. My dad had to pick it up and take it back to the delivery location. This company listed my address as both the delivery and return location, making returns impossible either way. After looking up their address online, I checked shipping costs and got quoted over $150 for return.

Their customer support is absolutely terrible. I ordered a large dog kennel but needed a size smaller instead. Unfortunately, shipping it back would cost anywhere from $180 to $320 depending on the carrier, which is nearly double what the kennel itself cost. They won't budge on helping customers with oversized returns, even a little bit. It's frustrating.

Got a 2.5 gallon dog water bowl that doesn't function properly. The design requires manual pumping to get water into the bowl, and it sits way too low for my dog to actually drink from it. I emailed customer support for guidance on getting it to work and they completely ignored my request. Won't be ordering anything from this place again.

Bought a dog crate for training purposes before an overseas move. We kept it set up in the house for about a year without moving it much or putting any real stress on it, then moved it to storage. When we pulled it out later, I discovered a crack in the corner. I was really let down since I picked Petmate specifically because I thought they made quality items with good customer support. Something about the materials or design clearly wasn't right. I reached out to ask what might be done, knowing I was outside the warranty period. I wasn't expecting a free replacement, but I thought maybe they'd want to make it right somehow. The representative who helped me didn't seem to understand what I was explaining and just threw a 20% discount at me. That's basically a normal sale price, nothing special. I wish they'd put more thought into helping loyal customers who have had issues.