Customer Reviews

Rating: 1.8 of 5 stars 29 Reviews 29 Reviews 1.9 out of 5 Stars

45% Recommend

45% of reviewersrecommend this product

Rating: 1.8 of 5 stars 1.9 / 5

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Petnet SmartFeeder Automatic Pet Feeder

Petnet SmartFeeder Automatic Pet Feeder

  • Most Helpful Positive Review

    Read All 5 Positive Reviews

    One star on customer service 5 star product!

    By Buddy on Sep 27, 2019

    My first Petnet feeder wheel failed last week after 3 years of flawless use. Yes, ants were a problem but I put up on an ant proof platform and never had a problem again. I did try contacting the customer service depart about getting a replacement feeder wheel and never got a response. So perfectly My first Petnet feeder wheel failed last week after 3 years of flawless use. Yes, ants were a problem but I put up on an ant proof platform and never had a problem again. I did try contacting the customer service depart about getting a replacement feeder wheel and never got a response. So perfectly operating/repairable old unit will go into trash. So I figured I'd buy a new unit. I set up on same account and QR coded the new device but it spit out 2 cups of food instead of the 1/2 cup programmed on app. After calling Petnet for technical support, no response again. I called Chewy asking for a return label which they gave me. I thought about what may be causing the issue given the crapification of software these days. I realized the programmers were not erasing the old parameters of my old device when they started controlling my new device! Simple solution was to create a new account/new password with new email. Unit now works flawlessly! … more

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  • Most Helpful Critical Review

    Read All 24 Critical Reviews

    No support

    By lilian on Feb 16, 2020

    The features are not thought out- for example, it constantly disconnects from wifi, and each time, I have to re-enter my wifi information- this includes typing out the wifi name (case sensitive), and re-entering the password. The app does not save the wifi name. This is particularly annoying, because The features are not thought out- for example, it constantly disconnects from wifi, and each time, I have to re-enter my wifi information- this includes typing out the wifi name (case sensitive), and re-entering the password. The app does not save the wifi name. This is particularly annoying, because the feeder also drops the wifi randomly, requiring the router to be reset. Since the primary purpose of buying this was to feed my cats while not at home for a couple of days, I do not feel like I can rely on this feeder. Additionally, you cannot have two feeders connected to one account. Only one feeder per account. More recently, there has been a service outage ongoing for the last 3 days (has not yet been resolved), and there has only been one tweet/email that went out about it. Service outage has the feeders (2nd gen) show as unconnected which means that feeding times are locked into whatever it was at the time of the outage. If you were unlucky enough to turn off the feeder in effort to get it to reset, before receiving the email, then the feeder does not work at all. Overall, their support service appears to be non-existent, despite their website promising Mon-Sat responses. Great idea, terrible execution. … more

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17 Reviews

Showing 1-10 of 17 Reviews

  • 1 out of 5 stars

    Would have been 4-5 stars when the unit worked.

    By on

    Unfortunately, the unit stopped functioning after 2 months of use. (The entire system went offline for a few days, seemed everyone who had one was complaining about that). But my complaint is that the hopper wings that funnel the food into the unit stopped working all together. Petnet is completely unresponsive to customer service issues. You can't reach them; they don't reply to e-mails, FB posts or messages left on their customer service number. They've gone BLACK.

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  • 1 out of 5 stars

    Product seems to stay offline more so than online

    By on

    This pet feeder was good when I first got it, but recently customer support has not been helpful, and the feeder itself will not stay connected to WiFi. Customer support has not been any help lately either

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  • 1 out of 5 stars

    Garbage company

    By on

    The design and functionality of the device is fine. The app and server for the company are garbage and don’t work, rendering the device useless. Customer service is the worst I’ve ever seen, they don’t answer phone calls and while having a server outage for the past week causing animals to not be fed, they just shut off their email so that there was no way to contact them.

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  • 1 out of 5 stars

    Don't buy if you like things that work

    By on

    The company's support has been absolutely horrendous. As of this writing, we are a full week into a Petnet outage that prevents users from accessing their feeder, changing feeding settings, and getting notifications. Twitter support is almost non-existent, and the company does not get back to users via phone or e-mail. The company should just shutter and close up shop.

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  • 1 out of 5 stars

    disconnects when in a bind

    By on

    Times that we have been about to travel the product disconnects from the server. The customer service for the product is nonexistent. It’s surprising that a company like Chewy with the best customer service would offer this product.

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  • 1 out of 5 stars

    Was working - not now - no support.

    By on

    My feeder was working fine until about a week ago. Now it will not connect to the network. There was one email that said "this is a problem". Now - nothing - no support, nor response, no resolution.

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  • 1 out of 5 stars

    Worked great - for a while. Terrible Petnet Customer service

    By on

    This feeder was great for the first few months, then the motor seems to have gone out and it won't actually turn to push out the food into the tray. I have attempted to contact Petnet about our warranty (purchased less than 6 months ago) but have not gotten any type of response. I really wanted to like this feeder, but when a company doesn't have the decency to follow up with its customers I can't recommend it.

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  • 1 out of 5 stars

    Pretty terrible product

    By on

    Couldn’t connect the app with the device at all and when I emailed the company and called them there was no reply.

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  • 1 out of 5 stars

    I have had two iterations of this product and it is garbage

    By on

    There are problems with both the software and the hardware of this product. It has basically no algorithm for really determining if it's out of food. I can't even count how many times the hardware button to do manual feed has been non-functional (no idea why). I also can't count how many times feeding from the app doesn't work. Sometimes I notice my dog hasn't been fed and I wonder for how long she has been without food. This product is unreliable and significantly overpriced for how bad it is.

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  • 1 out of 5 stars

    Do not buy this product

    By on

    Loved this product when I first purchased it in January. Stopped working in July. Emailed Jason at PetNet. Stated they could not figure out why the machine stopped dispensing food but would send me a new machine. That was 2 weeks ago. No response to my followup emails or phone call. Not worth the cost.

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