Catlinkeu Reviews 

Poor transparency, hidden fees, and deceptive pricing

As a returning customer, I am deeply disappointed with CATLINK’s business practices. I recently ordered the FRESH2 feeder, but the overall experience was far from positive.

Hidden Import Taxes: When ordering through an EU-facing webshop, you do not expect additional fees. Yet, after delivery, DHL hit me with a hefty invoice for import duties (calculated on the total amount including shipping). This is nowhere transparently stated during checkout.

Artificial Price Inflation: On their EU store, they only offer the expensive "Luxury" model. This version costs significantly more simply due to an outdated RFID feature using uncomfortable and potentially dangerous collar tags. The standard model without this RFID setup is sold elsewhere (and in their US shop), but kept away from EU customers. As a result, you are forced to pay a massive markup for a feature that costs mere cents to manufacture and is useless to many.

Unjustified Price Difference: In the end, this single feeder cost me over 183 CHF (including shipping and import tax), while the exact same standard model is available locally elsewhere for around 82 to 88 CHF — with no shipping costs or import duties attached. Ordering directly through their channel cost me more than double.

Inaccurate Tracking & Misleading Marketing: Their shipment tracking status is rarely accurate (showing "in transit" when already delivered), and their marketing materials advertise features (such as an "AI Camera" on Ultra models) that turn out to be nothing more than a basic HD camera.

While the products themselves have potential in terms of smart features, the sales strategy, lack of transparency regarding customs fees, and artificial product tiering feel thoroughly customer-unfriendly. I have submitted a return request and am considering filing an official complaint with consumer protection authorities if this is not properly resolved.

I bought the baymax cat litter device. Amazing product, made my life easier already. My cat loves it.
Customer service is also amazing!
Thanks for everything.

After 4-5 months it just disconnected from the wifi. We did not change the location of wifi or litter or wifi name/passeord. It just stopped, then tried to connect it back to several different wifi, it just cannot connect to it. It stops at 30%. Tried on iOS stops at 33%, inconsistencies are all over for this crap product.
Now the device works partially, only when it wants, same as cat mood.
Do not recommend to buy this Chinese crap

I requested a delivery address update for my order before it went out, but CATLINK’s customer service completely ignored the urgency of the request. Instead of making a simple call to FedEx to reroute the package or updating the shipping manifest, they strictly rely on slow, unhelpful email communication.

They claim to offer high-quality service, but in reality, they treat urgent customer issues with complete indifference. Now my package is being shipped to the wrong address because their support team refused to take prompt action. Absolutely awful post-purchase support. Save yourself the headache and buy from a brand that actually cares about its customers.

We had a problem with the litter box drum and Catlink' support solved it, sending a new part.
Very good service!!!

Excellent products, value for money. Very easy to order online, many offers all the time, great delivery times. Excellent customer service.
I bought 2 open x and various accessories, very happy with my purchase!

I bought a CatLink Open X that just stopped working after 4 months. I tried to contact with the customer service but there is no response, so basically if you have any problem with the product, then most likely you are screwed

Excellent product and great customer support!

I am very happy with my CATLINK Open X automatic litter box. It makes daily cleaning much easier, works smoothly, and the app features are very useful for monitoring everything. The design is practical, and it has made taking care of my cats much more convenient.

Another thing that really impressed me is the customer support. Whenever I needed to ask something, they replied very quickly, explained everything clearly, and were extremely helpful.

A great product combined with excellent service. Highly recommended!

Ordered a catlink Open-X and some accesories, and subsequently had issues with double import duties etc. Team were really helpful in sorting it out and refunding as needed.
Open-X does what it should and makes my cat ownership a much easier (and less smelly) experience!
Keep up the great customer service

I bought a box for my cats, something I was genuinely excited about, and it was never delivered. Since then, I’ve been stuck in this exhausting back-and-forth where the store keeps shifting the blame to the carrier, GLS, saying they’re “waiting for a response” — as if that somehow solves anything for me.
Meanwhile, I’m left with nothing. No package, no refund, no real support — just endless requests for “patience.” It feels like I’ve been completely ignored and dismissed as a customer. Every message I receive sounds like a copy-paste excuse instead of an actual effort to fix the situation.
Honestly, this whole experience is incredibly frustrating and disappointing. I feel misled, powerless, and frankly, fooled. What should have been a simple purchase turned into a stressful and draining situation with zero accountability

The box does what promises and the customer service is very fast, polite and helpful.

Recently purchased a CATLINK Open-X litter box and I couldn’t be happier with it — and neither can my cats! Extremely well designed and easy to use (onboarding on mobile app could be more polished though).

I also contacted customer support with a question about my order and received a quick, friendly, and very helpful response. Great product, great service. Highly recommended!

We pre-ordered the Catlink Open X, and the entire experience was excellent. The product arrived within the promised timeframe, was delivered directly to our home with free shipping, and was very well packaged. Everything arrived in perfect condition, and we had no issues or questions regarding delivery.
The litter box itself is very easy to use and maintain. We have already disassembled and washed it, and the process was straightforward.
Most importantly, it saves us a huge amount of time on cleaning. We have four cats, and cleaning used to take a lot of effort every day. Another big advantage is that it significantly reduces the amount of litter we use, which makes a real difference.
Overall, we’re very happy with the purchase and the whole experience.