Sure Petcare Reviews 

After reinstalling the Hub it did not connect. Reset of factory reset did not work. I asked support by mail and they have added the hub to my account again. Perfect service!!

After about 2 years, the motor was making a loud noise, also after whirring sound.
Still waranty, contacted, sent video.
Got a replacement full unit. Couldnt be happier that the support went smooth and easy.

We've had ongoing issues with our SureFlap Dualscan Microchip Cat Flap and have been unable to get it working correctly despite multiple attempts to reset and reprogrammed it. We have followed the pairing instructions several times, but the flap either fails to pair reliably with our cat's microchips or does not retain the settings as expected.

We've spent a considerable amount of time troubleshooting, including carring out factory resets and repeating the setup process but the same issue continues to occur. At this point, we believe the unit may be faulty. Unfortunately since then we have had to tape open the locking clip on the flap so they can still get inside, but we have now had a non resident cat enter our home scare our cats and sprayed everywhere and when they realized they couldn't get out as the flap is locked they have broken their way out of the flap so the whole thing is now unusable.

Overall very disappointing with the cat flap and looking at alternatives to sure pet products.

Amazing customer service when we had a problem with our cat flap. Quick to answer the phone. Friendly staff, and very efficient with helping sort out the issue. Would definitely reccomend.

This is an excellent product. Easy to install and straightforward with regard to getting it to recognise my cats’ microchips. I have had it since 2017 and it recently stopped working as the grey tabs didn’t reset once my cats came through. I phoned customer services and they sent me instructions as to how to clean it. It did have dirt and cat hair in the cartridge. Now all clean and working perfectly again. Great customer service!

Very helpful guidance on using new catflap.

We bought two SureFeed Microchip Pet Feeders. After 1-2 years, one stopped working. When I reported it, they actively chased me up to resolve the issue and promptly sent a new unit out. Amazing customer service!

Can speak to customer services by phone, which is great. Assistant was very helpful. My item was a few days out of warrenty so I expected a charge however, they sent me the replacement perspex flap foc and it arrived quickly (which was beneficial due to the draft as well as next doors cat helping himself to supper!). Instructions were clear and the flap was easily and quickly replaced.
Very pleased and woukd not only recommend the product ( a microchip sensor cat flap ) but also customer service.

Great customer service, sent part straight away, no problems.

My call was answered promptly and all relevant details were quickly confirmed in an efficient and friendly manner. Problem was soon confirmed and a replacement was on its way.

First class transaction. Quality product.

As a professional pet door installer with 40 years of knowledge across the window, door, and building industry, I have recommended and fitted these units for nearly two decades. On the rare occasion that they do go wrong—because it is a great product, which is exactly why I recommend it—I have watched the brand's support fundamentally change since its acquisition by a multi-billion-pound global pharmaceutical corporation (MSD Animal Health).
In the beginning, my company worked closely with the original team, providing real-world installation feedback that directly helped improve their product design. Adding insult to injury, the modern corporate helpdesk now claims not to even recognize my company, highlighting a complete erasure of the independent tradesmen who helped establish them.
The old SureFlap built a stellar reputation and earned great customer reviews because they automatically dispatched brand-new, factory-sealed replacement units the exact same day a fault was reported. Today, the brand is living on that old reputation while operating under a completely different corporate model. The current operational facts are as follows:
Warranty Fulfilment: On those rare occasions when electronic components or mechanisms fail within the warranty period, the company no longer issues a complete replacement unit as a standard remedy. Component Repair Policy: The current protocol relies on shipping loose internal spare parts and printed instructions directly to consumers, expecting the homeowner or the installer to perform complex technical teardowns and rebuilds.
Customer Service Guidelines: When challenged on the practicality of this policy for elderly consumers—specifically an 80-year-old customer—the official helpline directive is to advise the consumer to secure a friend or neighbour to execute the mechanical repair.
Deficient Logic: When addressing these procedural shifts, customer service representatives actually attempted to argue to a tradesman with 40 years of industry experience that performing an internal component rebuild is "simpler" than swapping a complete unit out using just two screws.
My business reputation relies entirely on product reliability and straightforward manufacturer support. Because the current corporate model shifts the burden of manufacturing defects onto independent installers and consumer labour, I can no longer recommend these units to my clients.

Update: I hope you are aware that your product sits about 8 or 10 inches above floor level?
I myself wouldn't be prepared to fit tiny components down there, so the unit has to be removed; to dismantle it, to fit the new parts. Doing this completely destroys your argument about parts being easier than swapping out a full unit exchange. Why not just swap it, or is this simply more cost-effective to you?!

I experienced an issue with my SureFlap Microchip Cat Flap Connect system. The hub suddenly stopped communicating with the cat flap, even though it appeared to be online and connected to the app. I spent quite some time troubleshooting the issue and contacted Sure Petcare support.

The support team was excellent throughout the entire process. They responded quickly, asked relevant questions, and after reviewing the information I provided, they sent me a replacement hub under warranty without any hassle. The new hub arrived within a few days and worked immediately, confirming that the original hub was faulty.

I'm very impressed with the level of customer service and how efficiently the issue was resolved. Professional, friendly, and hassle-free support. Thank you!

I’ve had a microchip cat flap for over 3 years and although it’s not been without issue relating to batteries draining, the customer service has been second to none. Most recently, they answer the phone promptly and provide really helpful diagnostics insight - thanks Nabeel. I was asked to send some photos and other information and although out of warranty, I was offered a replacement free of charge that was dispatched on the same day with next day delivery.

Based on this exceptional service alone, I wouldn’t hesitate to recommend these cat flaps to friends and I’ll buy another one when needed.

Hopefully a wired version is released at some point as this would resolve the battery issues I have faced so I’ll keep an eye out for this!

Despite me giving it a thorough clean and reassembly, our microchip cat flap wouldn't work. I contacted Sure Petcare who offered a variety of helpful suggestions which led to identification of the underlying problem. A new front frame was despatched, free of charge. Once fitted, the cat flap is again working perfectly. Great service from Margaux and her colleagues!

We have two cats who require separate prescription diets. One has a food allergy. We really hoped these feeders would be the answer, and there were so many positive reviews. Within a month of receiving 2 feeders, one broke. Customer support was initially great, and they agreed to ship a replacement. Then the replacement broke in the same way (grinding motor) within 3 weeks. Back on the phone with customer support I was told these units sat in their warehouse too long, but how does that result in a bad motor exactly? They assured me a second replacement was on the way, 5-7 business days. Two weeks later, nothing. I called again. I was told they switched warehouses and switched computer systems, so the replacement unit still had not shipped, and they could not tell me when it would but they are "working on it." I was told maybe a supervisor might somehow be able to track it down. The only reason this company gets two stars and not one is that the support people are always courteous and as helpful as they can be. But this company, overall, is a hot mess. I suspect the success they've had to date is due to their being no real competition, but the minute there's another viable option, I will be purchasing a better product.

Excellent customer service today from Ellie. Understood and sorted my problem straightaway and organised immediate dispatch of a replacement part. Many thanks

We bought a Cat Flap Connect, went through the setup of curfews and linking our cat's microchip, all of which was easy enough to do and went well. That's about where the usefulness of the product stops.

First issue: The Connect point (with the little ears) needs a wired internet connection rather than WiFi (in 2026?!) IN THE SAME ROOM as the cat flap!! Apparently without this, the catflap cannot keep the time, which means it locks and unlocks at completely random times of the day, locking our cat in the house. Customer support was polite but not helpful, saying that the Connect point being in the next door room with direct line of sight is not enough. Luckily my partner is very tech-savy and started running the cat flap through our smart home system - miraculously the flap now locks and unlocks at the times we want it to, without having moved the Connect point. Clearly they are not using very up-to-date software in their own systems.

This is when the second issue came to light. It took our cat about four hours to realise that he can just hook the flap and pull it to get out whenever he wants to, so we've now spend well over £100 on a product that gave us a headache to sort out for months, and that is now just as good as a plain old cat flap.

Save your money.

I had a problem with my feeder and contacted customer service. It was super easy and they responded so quickly and replaced the feed for me. Couldn't be happier with the feeder and the service 10/10

It’s a little odd to give a company a review for a broken product… but SurePet have been really excellent helping me to solve the problem. I have a cat flap that is connected to an app on my phone, allowing me to control access and entry times for my cat. The cat flap is brilliant and the concept deserves 5stars! Recently the motor cartridge broke. I followed advice from SurePet to see if I could fix it myself, but when that didn’t work they immediately sent out a replacement motor cartridge at no cost to me, which has fully fixed the issue. This is the second time the motor cartridge has failed, and the second time I have had outstanding customer service to resolve the issue - the customer service team deserve five stars! The only reason I have given a four star review is that clearly there is a design fault with the cat flap that the motor cartridge needs replacing and I hope SurePet address this with new models (possibly they already have, my cat flap is five years old). Given the customer service I have had I wouldn’t let this occasional glitch stop me from buying and benefitting from this fabulous cat flap!