Sure Petcare Reviews 

Prompt courteous and efficient service received
when my pet feeder stopped working.
They replied the same day from the form on their web site and sorted the problem under warranty within a few exchanges of emails.

Brilliant customer service. My microchip cat flap worked as intended but my neighbour's cat worked out how to defeat the microchip control and get in. After an email to Khadidja at customer service she was able to recommend and supply a dualscan flap that needed the chip reader to activate for cats going in and out. It arrived very quickly. We think we have finally stopped the very clever intruder so my cat gets to eat all his own food rather than sharing with the thief.
Would recommend this company, their customer service was definitely 5 star.

Had an issue with a pet feeder. Their customer support is 100% worth the price of the products.
Everything solved super quickly. They honor their policies and warranties. Will for sure buy their things again.
Thank you!!

Following the failure of the door to close, I asked for a new one. Door received and fitted, thank you. Seems to be working well. Excellent customer service, thank you.

Had a fault on my cat flap and the product was replaced without any fuss.
Great service

We have always used Sure Petcare for our cats microchip pet door. Their customer service is outstanding from start to finish. They have given us excellent advice and guidance on our product and recently replaced a faulty door under our warranty, without hesitation. A truly genuine company, who we will always use in the future. Knowing that our cats are safe and have exclusive access to their home is very reassuring.
Kelly
Cat parent 2 cats

I had a cat flap connect in 2024, 2 months ago exit entry sensors, broken down. I contacted with customer service and Pauline sent me a new device. Thanks

The device I purchased was faulty, so I reached out to support. They got back to me very quickly asking for specific details about my device that I was able to provide them via a video clip.
Once they confirmed the unit was not fixable they shipped out a replacement to my address under the warranty of my device. This made it so easy for me to get the product in my house for my cat.

I have owned a SureFlap Microchip Pet Door Connect + Hub Set for 5 years.
It has been working flawlessly until 1 month ago where I experienced issues with the door not automatically unlocking at the scheduled curfew unlock time.
Tania from Sure Petcare provided me with detailed instructions to clean the motor cartridge which I followed and worked fine for an additional month before experiencing issues again.

I would like to thank Tania for the exceptional after sales support by arranging a replacement motor cartridge to be shipped to me free of charge considering my door is 5 years old. This type of service is very rare these days. Outstanding 5 start support.

Thank you,

Jim

Great support and warranty service in NZ, just wish didn't have to use it so much. First installed Microchip CatFlap Connect + hub 6 years ago. I am now on my 2nd hub and 4th catflap. Almost all were provided as warranty replacements. Great product when it works, but seems to develop several different faults over time. Support via email has been quick, and free warranty replacement sent promptly.

Easy to use first call class service

After 21+ back and forth emails recording a video of exactly why the feeder wouldn’t turn on and being asked to send the same video over 3+ times, I still have been denied a new feeder for no reason. They even told me I wasn’t covered by my warranty after sending screenshots of the warranty coverage. Worst customer experience I’ve ever had. Pretty sure they bought positive reviews on TrustPilot! Beware at all cost.

Can only say how helpful SURE pet care were in dealing with our catflap problem. It had been eating batteries, renewing every 3/4 days, it became a real problem for out cats. Tried their suggestions - didn't solve the problem. Sending all the info and pics they required plus when/ where item was purchased. They promptly returned a email stating a replacement unit will be posted to me - it arrived within the stated days given of between 5 - 6 days! Most impressive and will recommend the company to others who are buying a catflap in the future.

have had the pet door with hub for just over a year and worked ok for first couple months but stopped completely in November
one of out cats has stopped coming in/staying out all night so we set up curfew to at least get him to stay in when he come in for dinner but it didn't work the 2nd night
just gone to reset up the hub so i can see when he's coming and going but the ears just stay solid red its been days and still red
tried reset and they go green for 5/10 mins but the back to solid red
no one answers calls and there online chat is about as useful as a chocolate teapot
considering how much this thing cost id expect to get more than a couple months of it working as it should
would give minis 5 stars if i could

Probably the best customer service I have ever received.
Philip was very helpful. I'm waiting for my test kit to arrive ( free of charge).

Love the smart catflap, so we can see when the cats have been in and out when we're not there. Also they've been brilliant at sorting out a replacement when we had a fault with the hub.

New door deliver fast and free of charge. Just amaizing

I am so impressed with the customer service I have received from Ellie. She has gone above and beyond with help, instructions and spare parts that have been supplied free of charge. I cannot recommend this company high enough and will be sure to pass on my experience. THANK YOU

Our microchip activated cat flap developed an issue. I hadn't realised it was still under warranty and wanted advice. The company's customer service dept were easy to access by phone - which was a great start! Khadidja was helpful & friendly and thorough. After setting up a video call she examined the device and agreed there was a fault and has organised sending out a replacement unit. Can't ask for better service - top marks!

We have a number of different products, all of high quality but the best thing about this company is the customer service and warranty - it is second to none. Thank you