Customer support has been superb as we wrestled with the new micro chipped pet door. In the end the company were happy to accept that the door wasn't functioning properly and they sent out a repla... See more
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Review summary
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Been using the products (feeders) for many years. Great to monitor several cats in what they eat. Customer service is always quick to answer and willing to go beyond for an sollution. F.e. Sending a c... See more
Company replied
Superb customer service…again! We bought the cat flap years ago and at one point needed a new door which was sent free of charge when I contacted to ask if we could replace it. Our second rescue cat h... See more
Company replied
We purchased a cat flap from Sure Petcare, but even with testing it both installed and uninstalled, it did not want to register our cat. Eventually the customer service sent us a replacement unit, whi... See more
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Company details
Written by the company
At Sure Petcare, we understand that your pet is an important member of the family and that you want to provide the very best care for them throughout their life. Our range of smart pet products help you to do this by solving some of the common problems of day-to-day pet care, leaving you more quality time to spend with your furry friend. Our multi award-winning range of microchip-operated pet doors solve the well-known problem of unwanted, intruder animals entering the home, while our feeders enable the easy separation of food in multi-pet households, to prevent food stealing. And our innovation has not stopped there. Our app-connected products enable you to care for your pet like never before: not only by controlling your pet’s devices using your smartphone, but also by tracking their day-to-day behaviours and routines to gain a much deeper understanding of how to provide them with the best possible care. Sure Petcare – smart products for smart pet parents.
Contact info
Ground Floor Building 2030 Cambourne Business Park, Cambourne, Cambridge, Cambridgeshire, CB23 6DW, CAMBRIDGE, United Kingdom
- 0800 012 4511
- marketing@surepetcare.com
- surepetcare.com
4.7
Excellent
3K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 89% of negative reviews
Typically replies within 48 hours
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Cats of this establishment
As the cats of this establishment, my brother and I would like to say a big thank you for sending the replacement part for our cat flap.
Our humans were panicking, but we were mainly annoyed that our daily schedule had been disrupted and we couldn't play with the mechanism, which makes that satisfying buzzing sound when we move our heads back and forth.
Now that our Pet Door is back in action, we can once again nip outside first thing, catch up with the cats next door, Fred and Wilma, and take care of our morning ablutions in the flower bed — followed by a good piddle on the bushes to remind everyone who runs this street!
Your quick and efficient service means balance has been restored to our domain, and for that, we are genuinely grateful. You didn't even charge our servants......I mean humans...... for the part which was lovely of you. They seem rather chuffed about that.
Purrs and Regards,
Thor and Loki (rather large black cats).
May 20, 2026
Unprompted review
Reply from Sure Petcare
Dear Thor and Loki 🐱🐾
We are pleased to hear order has been restored to your kingdom and that your servants… sorry, “humans”… are once again fulfilling their door-opening duties to an acceptable standard.
Naturally, we understood the urgency of the situation. Two distinguished house panthers being denied access to patrol the neighbourhood, supervise Fred and Wilma.
We are especially delighted the satisfying buzz machine is operational again. A cat flap that doesn’t make mysterious noises to investigate is hardly worthy of feline approval.
Please continue your important street-security operations, bush-based correspondence, and dawn patrols as normal🕵≽^•⩊•^≼
. Your humans may believe they own the house, but we all know who the real management team is.
Purrs, head boops, and respectful nods to your glorious floofy selves,
⋆˚🐾˖° Ellie ≽ܫ≼ ⋆˚🐾˖°>⩊<
Excellent help with solving cat flap problem
We purchased a cat flap from Sure Petcare, but even with testing it both installed and uninstalled, it did not want to register our cat. Eventually the customer service sent us a replacement unit, which registered our cat without a hitch at all. We are, therefore, very happy with our current unit and with the help we got from Customer Service.
May 18, 2026
Unprompted review
Reply from Sure Petcare
Dear Roy,
Thank you for your kind feedback.
We’re sorry the original cat flap didn’t register your cat properly, but we’re delighted that the replacement unit worked straight away. It’s great to hear that our Customer Service team was able to help resolve the issue for you, and that you’re now happy with your Sure Petcare cat flap. We really appreciate you taking the time to share your experience.
All the best for you & your furry friend🐱 ,
Ellie
People I spoke to were all very…
People I spoke to were all very knowledgable and helpful when it came to the problem I had with my cats pet door. They kept me well informed by email and recommended how to fix the problem which I did and now its operating as it should. Phone was answered very quickly and staff were interested and keen to solve the problem. Excellent, the best helpline I have ever called.
May 13, 2026
Reply from Sure Petcare
Hello,
Thank you so much for taking the time to write this glowing review, we are so glad to read our Customer Service was able to help you and have shared your comments with them!
Kind regards,
Margaux
Reply from Sure Petcare
Dear Alison,
Thank you so much for taking the time to write a review, we are glad to read you are satisfied with our quick delivery as well as the product!
Kind regards,
Margaux
Very quick delivery of an excellent product
Very quick delivery of an excellent product.
Very pleased.
May 13, 2026
Reply from Sure Petcare
Dear Phillip,
Thank you so much for taking the time to write a review, we are glad to read you are satisfied with our product and swift delivery!
Kind regards,
Margaux
The customer service team were amazing!
The customer service team were amazing, they helped us diagnose the issue and replaced the cat flap which is now working perfectly - thank you!
May 20, 2026
Unprompted review
Reply from Sure Petcare
Dear Arron,
Thank you so much for taking the time to write a review, we are glad to read our Customer Service Team was able to provide a solution for you!
Kind regards,
Margaux
Excellent and quick service around a…
Excellent and quick service around a replacing a feeder under warranty. The microchip feeder has helped so much in our household with two cats of very different eating preferences.
May 19, 2026
Unprompted review
Reply from Sure Petcare
Dear Chelsea,
Thank you so much for taking the time to write a review, we are so glad to read our Customer Service was able to assist you with your Feeder and that your two cats can enjoy their food!
Kind regards,
Margaux
Very easy to deal with customer…
Very easy to deal with customer service. Their products are great too!
May 18, 2026
Unprompted review
Reply from Sure Petcare
Hi there,
Thank you so much for taking the time to write a review, we are glad to read you are satisfied with our Customer Service and products!
Kind regards,
Margaux
Great Customer Service
Even though my product had been out of stock for several weeks, Sure Petcare contacted me once they had received fresh stock. My order was delivered on time.
May 12, 2026
Reply from Sure Petcare
Hello,
Thank you so much for taking the time to write a review, we are glad to read your are satisfied with our services!
Kind regards,
Margaux
Great customer service
Great customer service. Really friendly and helpful on the phone. The replacement part arrived in a few days, all free of charge. Easy to follow instructions. I thought I might have to buy a whole new catflap but the great customer service saved me from having to do that
May 14, 2026
Unprompted review
Reply from Sure Petcare
Dear Flick,
Thank you so much for taking the time to write a review, we are glad to read our Customer Service was able to find a solution with a spare part for you!
Kind regards,
Margaux
Great customer service
Great customer service! Got my cat flap replaced with a different type after issue with intruder cats getting in. Quick to respond and solved the issue.
May 18, 2026
Unprompted review
Reply from Sure Petcare
Dear Camilla,
Thank you so much for taking the time to write a review, we are glad to read our Customer Service was able to find a solution quickly for you!
Kind regards,
Margaux
Reply from Sure Petcare
Dear Joy,
Thank you so much for taking the time to write a review, we are glad to read you are satisfied with our services!
Kind regards,
Margaux
Very reasonable price
Very reasonable price. I have been using one for 10 years with no issue whatsoever. Installation and dismantling is easy. I am planning to have my door changed so I ordered a new one and it was delivered within 3 days.
May 11, 2026
Reply from Sure Petcare
Hello,
Thank you so much for taking the time to write a review, we are thrilled to read you liked our product so much you decided to purchase a new one!
Kind regards,
Margaux
Very helpful customer service
Very helpful customer service, even 12 years after purchase.
May 6, 2026
Unprompted review
Reply from Sure Petcare
Dear Ben,
Thank you so much for taking the time to write this review, we are glad to read you are satisfied with our Customer Service even after several years, and we are happy to count you as one of our customers!
Kind regards,
Margaux
Another satisfied customer.
Customer support has been superb as we wrestled with the new micro chipped pet door.
In the end the company were happy to accept that the door wasn't functioning properly and they sent out a replacement door without any quibble.
This one responded as expected and works perfectly.
Mum's cat couldn't be happier; no one steals his food and he can come and go as he pleases.
May 1, 2026
Unprompted review
Reply from Sure Petcare
Hello,
Thank you so much for taking the time to write a review, we are glad to read you our Customer Service was able to help you and that your mother's cat is able to roam freely and enjoy his food!
Kind regards,
Margaux
Do not buy their products
Do not buy their products. I bought the microchip pet door and the door lock get stuck very often. Each time a battery change is needed the doors lock my pets outside. This gets very stressful when you're away from home hoping theire safe at home while they can't actually get in. Their support is useless
May 14, 2026
Unprompted review
Reply from Sure Petcare
Hello,
Thank you for taking the time to share your feedback and we are sincerely sorry you are having issues with your Pet Door.
Our system indicates we are still awaiting more information on your product, this will then allow us to further investigate the issue and provide a solution as soon as possible - we will be in touch again shortly.
Please note when the batteries are empty, the unit stays locked for security reasons, to avoid any intruders getting in your home - however, we have shared your comments with our Team.
We recommend changing the batteries as soon as possible when they indicate low, and to use 4 Duracell or Energizer alkaline non-rechargeable batteries.
Kind regards,
Margaux
The customer support is fantastic
The customer support is fantastic. We had a fault with our cat flap which they diagnosed then sent through a replacement part. Brilliant and efficient service.
May 5, 2026
Unprompted review
Reply from Sure Petcare
Dear Maria,
Thank you so much for taking the time to leave your feedback, we are glad to read our Customer Service was able to help with a replacement part!
Kind regards,
Margaux
Great service, great value. Highly recommend.
This is my second Sure Petcare cat door, and I am so grateful to Tania for ensuring I got the exact right door for my situation. I have moved to a new place where there are some pretty canny and aggressive cats around the hood, so the door that has chipped magnets both going in and out has proved perfect. Excellent service and communication too. Highly recommend.
May 14, 2026
Unprompted review
Reply from Sure Petcare
Dear Lizzy,
Thank you so much for taking the time to write this review, we are glad to read Tania was able to help you with your door!
Kind regards,
Margaux
Quick and helpful customer service
Quick and helpful customer service, from real humans, who know what they're talking about - bliss!
May 13, 2026
Unprompted review
Reply from Sure Petcare
Dear Katy,
Thank you so much for taking the time to write this positive review, we are glad to read that our Customer Service met your expectations and was able to help you quickly!
Kind regards,
Margaux
Excellent customer service 👏👏👏
May 13, 2026
Unprompted review
Reply from Sure Petcare
Dear Michael,
Thank you so much for taking the time to leave your review, we are very happy to read our Customer Service was able to help you! 🐾 😄
Kind regards,
Margaux
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