Catit UK Reviews 113

Our first motor in the smart water fountain blew after 6 months, bought a new one, it lasted 2 weeks. Reviewed both items on their website, one star each and surprise surprise they didn't publish them. I'd suggest googling the motor issue, Reddit is full of complaints.

I have been emailing customer service to try and get some guidance on my PIXI water fountain been emailing a guy called mike since the start of December who quite frankly doesn't seem bothered about anything and has been absolutely no help what so ever!! called customer services today and spoke to a lovely guy called John who gave me more help in the space of 15 minutes than this other guy in a whole month! customer service is lacking due to being short staffed however if you need some help email is not the way forward!

Ordered a bundle from the website which arrived with half of it missing. All emails to customer service have gone unanswered, so I rang the customer service line, who couldn’t have been less interested; an extremely rude guy who sounded about 15 and who was obviously on a mobile phone in his car and not even in a customer service centre hung up on me. He did say I hadn’t had any response to my emails because they “only had one guy doing that”, which shows what an unprofessional company they are.
Awful company, I wish I’d read the reviews before ordering as I’m now down £22 and missing half my order.

I bought one of the Pixi Smart fountains on another website back in July. Was happy that it would help me manage water quality for my elderly cats. I bought the filters as well. It simply doesn't do what was supposed to.
While using the filters I noticed that they would start smelling mushy after 1 week. My sense of smell is very good, and even if no visual signs of mould were present, I could smell it. Initially I thought the filters were rubish. I would change them and thoroughly wash the fountain. Not just passing paper on the bottom, but actually using small brushes to get to the corners of the fountain, removing the motor fan, etc, because honestly the instructions of the fountain regardng cleaning are useless. I cleaned the filters and fan etc and changed the water every week because I wouldn't make my cats drink from "old water" and a "unclean" fountain.
Last time I cleaned it I had to leave the fountain for some time on solution of water and white vinegar to clean the inside surfaces and motor because of such slime built up. There is no justification for this. I have the fountain on a room that is always open, only used to pick some clothes 3 or 4 times a day so no people walking near the fountain, there's no mould on walls or bedroom surfaces... water is kept clean, no fabrics and almost no hairs in water because cat only drinks from it at night... but the mushy smell and slighly slimy surfaces are there every time I disassemble it to clean (every wekend) which gives me no trust on the cleaning by UV-C. This is no different from any other fountain, but worse because they advertise it as being so good that you can keep filter for 1 month!!! How??? Only if you give disgusting water to your cat and don't care about it's health...

At some point I noticed a yellow taint building up on surfaces of the motor fan and they do not come out. Now the yellow taint started appearing on the bottom as well. I had 2 cats, but since September have one only. Even having less use, the mouldy smell appears in one week as before.At some point thought the filters were not good, decided to try using the fountain without the filters and after 1 week was as bad as with them.
The cat has different fountains and uses this one only at night, but I still have to change water more than once week and find the need to clean it deeply.
The inside of the mini fan/motor has a tiny hole that also builds up so much mouldy slimy stuff and how to clean that ??? This is bad design, poor cleaning instructions...
I gave up. This blue light UV-C cleaning is a lie. The water quality and safety is worse than using the "catit flower" fountain, so I prefer to clean the flower fountain every week and change water 2 or 3 times then use the smart fountain (which is more difficult to clean).
Found this was a complete misuse of money for a "cute" fountain with dramatically bad instructions. Feel pity of the cats that are given this fountains and only have water topped up because they will end up getting healht problems.

NOTE: I also posted on catit in November 2025 website but they didn't publish this. Wonder why.

I have been trying to contact the company for a day,not a single message has been returned so obviously the company does not need my business
EDIT
have now found out lack of reply was due to staff sickness so unavoidable and problem completely resolved so changed review to show just how well they responded

Just received our cat transport box and its great. Sturdy, secure door mechanism, and light weight.
First class customer service from Mike

EDIT: Their reply is reasonable - I (and my cat) like their products generally so I changed it to 5 stars

I generally like their products, but I realised that only positive reviews get published on their website. The five-star reviews became visible in a few days (or immediately?) while neutral reviews remain unpublished after a month.

I tried the catit stew with my cat that's gone off all the food we have tried ..... I dont see the point in the veg in the stew as cats are meat eaters .... the only way I could see it working is they blended the veg .... that's what I am going to try tomorrow... my cat tia ... drank the liquid and left the veg

Great store with quality food, pet is happy.

Very bad customer service replied to my email about their faulty product after 3 months stating my email got lost in their system to USA? Expensive products but disappointing customer service, avoid at all cost!

Catit senses Feeder Tree: have bought both versions 1and 2. Both trees broke a few months out of guarantee, for the same reason: brittle plastic flanges cracking under use causing the feeders to collapse and become unusable. A polite letter to customer services explaining this poor design and requesting g a replacement was met with little interest other than to say:

"This product comes with a 1 year warranty through VioVet. Unfortunately they will be unable to replace this for you at this stage."

Catit seem disinterested in keeping customer loyalty. I will no longer buy their products.

I recently purchase the Vision Feeder and cannot get the app and system to work properly.

The water foundation and PIXI smart feeder seem to be working well so far. Easy to purchase replacement filters on Amazon. The app also appears to be working too.

Plugged in the water fountain an hour later it blew up , plug all black and blew the socket , not ideal

I bought a catit vesper cat tree in June 2024. Within two weeks as usual post needed replacing. That’s just ridiculous. No other cat tree I’ve owned has needed any replacement so soon. Catit replaced as a good will gesture. Fast forward a few months. The same is happening on the sisal legs: my other cat tree from rhr pets is robust and has no signs of wear despite the cat using daily. I’ve raised this with catit and my emails have been ignored. Customer service is poor just like they’re unfit for purpose products. Do not buy from this company!

I show cats all over the country and sometimes get little samples from companies who sell cat related products in an effort to get more customers through this medium. Recently I’ve seen a lot of catit products like little bags of treats. Anyway I never really thought about it because I’ve always bought the same brand of treats and my cats love them, but last show I saw catit products and a magazine in the gift bag so I had a look. I placed an order for around £38 on the 5th of November! I received an email to say my order was being prepared and would be shipped out within 3-5 days. To be honest I did forget about it until I received another email asking me to review the products.
I re read the original email and tried to track the shipment by copying and pasting the tracking information and the link in the email to the shipping company. Alas it said no information was available as no delivery had been attempted so tracking was not available!! I contacted catit customer service via the contact us form and received a very disappointing response from quite a patronising customer support supervisor. He was dismissive of the situation and reiterated that I had to check my emails for the tracking number and it might have gone to my spam folder!! He completely missed the point of my email regarding the non existent delivery!!! I responded with politeness and asked him why the delivery was delayed? The tracking was wrong and I hadn’t received the package. He then rudely told me I had to wait until the 21st then get back in touch and he would see about a reorder.
As you can imagine this was not the response I was expecting from an alleged reputable company, no ownership, no empathy and no APOLOGY for the missing package! I will wait until the 21st and I will request a refund because this is not the way I expect to be treated!!!
DO NOT WASTE YOUR MONEY I WILL NOT USE THIS COMPANY AGAIN AND I WILL TELL MY GOVERNING BODY NOT TO PROMOTE THIS COMPANY AND ITS PRODUCTS

Brought pk 5 catit filters from Amazon. Emailed catit as kept having issues with them. As it was outside the return period for Amazon contacted catit for advice. Looks as if I was unlucky in getting a bad batch and after following everything catit said and sending photos they've only sent 2 filters and not 5 as a 'gesture of goodwill'. Sorry I don't agree, when the product is faulty it should be replaced like for like. Terrible service.

I ordered a cat tree worth 130 pounds which I need ASAP as I have 2 hyperactive kittens, and they sent a scratch post worth of maximum 60 pounds after charging me the full 130 pounds. After asking about my order they are asking all sorts of questions and asking for pictures and proofs and still no confirmation if I would get my order or not!! Bad customer service considering the fee they are charging.

Excellent customer service. I've ordered several times from this company and I'm also very happy with the products, this was the first time I was missing part of a product. I contacted the company and this was was resolved quickly in a professional and friendly manner with some extra goodies for the kitties to try 😊

Excellent customer service. Had a problem finding a part and Jonathan went above and beyond and sent me it. Thank you again