Petmate Reviews 23

Ordered replacement bolts and thumb nuts for a cat carrier. The thumb nuts have no threads in them. I had to tap each one to make it useable, really! Then to ship them I was charged $8.20 and a special charge of $4.68 that’s $12.88 shipping for an item that cost $5.50 and weighs what 8 ounces? Again REALLY? I guess Jessie James is alive and well and working at petmate .

I’ve purchased 3 of these smart scoop litter boxes. It wasn’t until the 3rd one, mind you, 3 in 4 years, that alone tells you they are not of good quality.
No one answers the phone, nor do they return phone calls. One the 3rd purchase, the manual states you can purchase replacement parts. I’ve been trying to purchase replacement parts and they are telling me they DO NO sell replacement parts.
There is no option for me attach their correspondence and pics of replacement parts page from the manual.
This company has ghosted me and will not respond to any of my messages where I show them the screenshots from the manual offering to sell replacement parts.
DO NOT TRUST THIS COMPANY.

Had a defective kitty litter pan. Company said they would replace it following day I got an email saying because I didn't respond back to the first email they would not honor the warranty.
Customer service has refused to answer any of my follow-up emails. We'll consider doing business with this company when it replaces their pathetic customer service with AI.

Spoke to Alley about the 2.50 gallon water bottle that bust and flooded my kitchen. Asked to be sent a new bottle. I have bottom. She said no I have to oau 40 dollars. They do not stand behind their product. Just need bottle and they won't help me out. I should put a claim in for the flood in my kitchen but just want the bottle and move on. Please call me and do the right thing by your customer and your product. Thank you. 609 221 7239

Petmate had my cat's favorite toys, which are discontinued and very hard to find. I bought 7 packages of the cat toys, which was enough to meet the minimum amount for free shipping. I chose free overnight FedEx shipping. I ordered Dec 20. Shipped Dec 26. Received by FedEx overnight on Dec 27. Petmate came through and delivered the products exactly as I'd ordered. Highly recommended!

I have been reaching out for 3 weeks for help via email/phone, with no response! All needed was a simple part that I am unable to find online for my dog kennel.
Come on Petmate customer service, get it together!
Taking my business elsewhere✋🏼

Just bought catnip, the packet used to over fill a jar, and, at a fair price.
The packet now only comes a third up the jar and the price has more than doubled.

Horrible Company- Tried to cancel order 2 weeks before it shipped- No customer service tried 9 times never reached anyone by phone- 7 emails no answer- product was crap when received late- update these POS company never responded ever not once never ever use them

I previously ordered a 28 inch Petmate Sky kennel off of Amazon for an upcoming overseas move. I stored the kennel in my office where it wouldn't be bothered. A month later I put it together about 5 days before the flights and noticed a huge crack in the corner.

I ordered a new Petmate Sky Kennel off their direct website since they offered overnight shipping for an additional $45. I figured that was my best bet since it was Thursday and my flights were Monday.

They dispatched it next day which was great but the estimated delivery day was Monday evening. I tried to cancel and was told to put a refuse delivery sign on my door. So I did just that and bought a different kennel at Petsmart.

Fedex ignored the refused delivery and they didn't actually even deliver it until a whole week later. I emailed Petmate customer service snd was told they did their part and it was out of their hands.

I had my dad go get the kennel to take it to Fedex to return it to Petmate. Petmate put my address as the delivery address AND the return address so I couldn't return it even if I wanted to.

After finding their address online, I had my dad check how much it was to ship it back. I was told $150... after I just spent $170 on the kennel with overnight shipping that didn't even arrive until 4 days after I left the country.

I emailed their customer service team again and over a week later, no response. I've now resorted to opening a dispute with my credit card.

Do Not Buy from Petmate.My dog injested the plug on their Chuckit Ball and developed an intestinal obstruction requiring emergency surgery. No one answers their customer service line. The surgery/Vet Bills cost me $6000. Petmate is owned by Platinum Equity. They also were not helpful and unresponsive Horrible dangerous company!

If you had −5 stars that would still be too kind. This company has no customer service whatsoever; they do not answer their phones, they do not return voice messages, they do not respond to emails. They provided me with an invalid fedex tracking number and then when I sent them an email to complain they actually blocked my email address!

Abysmal customer support. Ordered a dog plastic kennel (large), needed one size smaller. Costs to return ship range from $180 (USPS) to $320 (UPS) which is up to double what the kennel cost. They refuse to offer accommodation for large packages such as this to aid the customer get what they need.

Ordered 2.5g dog waterer. Doesn't work. Have to pump the water tank to get water in bowl; level so low dog will not drink from it. Customer email "support" is TERRIBLE -- totally ignored request for help making it work. Will not buy anything from this company again!

I purchased a 0700 dog crate and barely used it- meaning I didn't move it much and there was never any stress put on it. The reason I purchased it was to train my dog to use the crate in preparation for an overseas move. So we had it set up in our house for about a year, and then moved it to storage. I went to get it out of storage and found that the corner had cracked. I was so frustrated. I bought this crate from Petmate because I thought they carried quality products and practiced good customer service. This one had some type of design or materials flaw. I reached out to customer service to see what could be done. I was outside the warranty time, so I was not expecting a replacement, but I thought the company would feel some responsibility and want to make it right in some way. The customer service representative clearly didn't think through what I was explaining and just offered me 20% off my next order. That's barely more than a regular sales discount. I wish they would be more thoughtful in dealing with past customers.

I purchased the "Chuckit Crunch Ball" which is manufactured by PetMate. This product design is flawed and small plastic pieces fell out of the ball and my dog ate them. He only had the toy for less than hour from being brand new. We had to rush my Australian Shepherd to the vet to be forced to vomit the plastic up. When I contacted PetMate to get them to review the product design they have instead put a warning label on the product. This is atrocious and appalling! I cannot believe that they have chosen to continue to sell a product that they know causes harm to the intended user. I'm disgusted with this. Please do not buy the crunch ball and please spread awareness of their negligence.

I ordered an item online on April 26th. A very short time later that day I realized the order said 2 rather than 1 item. I wrote them immediately to correct the error but it had already been processed. After no response from them, the item was delivered 3 days later. So that's a good thing - fast shipping.

Since 4/29/23, I have written several e-mails, perused their website for info on returns with mixed results but have never received any return e-mails. I finally found a phone number to call and was told they never received any of my e-mails so they had no record of me. These e-mails had never been kicked back to me regarding some error. She told me to send the item back and the address which is the exact place I found on their website. Why state you must call consumer services before returning if the only thing they tell you to do is the SAME thing posted?

The item was sent back and USPS sent an email stating it was delivered on May 12, and where. I STILL HAVE NOT received credit, nor an e-mail, nothing.

Thankfully the item was not very expensive, so if I never get credit, it isn't going to break the bank. I have spent all this time and shipping cost on a company that states on their website how well they will take care of a problem, their fast response, etc. This is simply not true and I will never buy from them again and I certainly will not recommend them to anyone.

Horrible customer service. Bought a $350 dog crate that passed through QA inspection with several parts damaged and missing. Called customer care and they were just as worthless as the product I'm returning. DONE!!! Will NEVER support this scam company again.

Beware this company will not take ownership for issues that arise.

Ordered 3 large cat litter pans but upon arrival the package was partially open, had 2 pans missing and the single unit in the box was broken and damaged.

PetMate refused to take responsibility for the issue and kept pushing me back to Amazon for a refund. From my order history Amazon clearly states that discrepancies are handled through the provider (PetMate).

I showed proof of this policy to PetMate but they just shoved some short hand pre typed “refusal” response that they probably send to everyone who has issues with products they offer.

Majorly frustrating and certainly will not use again. Due to the poor customer service, lack of empathy and no effort to resolve my issue I will never recommend this company to anyone!

Disappointed by lack of responsibility for customer care.
Ordered a Sky Kennel and paid $109 for delivery to PetMate's partners (MyUS) in the US for onward shipping to Canada. The Parcel has not been delivered and PetMate have washed their hands of any responsibility for the non delivered goods. FedEx say that PetMate are responsible for claiming and reordering. Poor communication regarding tracking data and conflicting advice regarding a claims process. Seriously unimpressed and will certainly not use again. Come on PetMate you can do better than this, meanwhile where is my kennel or my $500?

I ordered the wrong door for my kennel.....I called customer service to return it. They are sending a new one.....no hassel.....their customer service dept is amazing....!!!