I broke a spare part (the sieve) of my V3 XXL automated litter drum. As it is a new model release, spare parts are not available for sale online. I contacted Petlux and explained what had happened. I... See more
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Absolute rubbish. Do not buy, they claim the Petlux v3 XXL works with all breeds of cats but it's entirely ignored our cats because they aren't giant breeds, so we've just got to throw the whole usele... See more
Company replied
We are satisfied with the purchase; everything works properly: it was easy to connect the device to the phone app, it operates quietly, the instructions are clear, and the cat started using it immedi... See more
Company replied
I do not speak dutch. However, I would like to give 5 stars to your services. Fast delivery, regular updates on my order, I am extremely pleased! I strongly recommend!
4.3
Excellent
1K reviews
Replied to 98% of negative reviews
Typically takes over 1 month to reply
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Absolute rubbish
Absolute rubbish. Do not buy, they claim the Petlux v3 XXL works with all breeds of cats but it's entirely ignored our cats because they aren't giant breeds, so we've just got to throw the whole useless contraption in the bin after trying for weeks and going around in circles with the customer support team.
March 19, 2026
Unprompted review
Reply from Petlux
We are sorry to hear that your experience has been disappointing. Based on your message, we are not entirely sure which product this concerns, but we would be happy to look into this with you.
Please feel free to contact us directly so we can better understand the situation and see how we can help.
V3 XXL SPARE PARTS
I broke a spare part (the sieve) of my V3 XXL automated litter drum. As it is a new model release, spare parts are not available for sale online. I contacted Petlux and explained what had happened. I was more than happy to pay for the spare part and postage, but Thimo at Petlux offered to replace the part if I covered the postage. He guided me through the process online to order and stayed in contact throughout. It arrived within days and we are now back in business!
March 26, 2026
Unprompted review
Reply from Petlux
Thank you for your kind review, Ciara.
We are pleased to hear that everything was resolved quickly and that your V3 XXL is back in use.
As the model is still relatively new, not all spare parts are immediately available online. In such cases, we are always happy to assist and find a suitable solution. It is good to hear that Thimo was able to guide you properly and that the process went smoothly.
If you need any further assistance in the future, please feel free to reach out.
Kind regards,
TEAM PΞTLUX 🐾
We are satisfied with the purchase
We are satisfied with the purchase; everything works properly: it was easy to connect the device to the phone app, it operates quietly, the instructions are clear, and the cat started using it immediately without any problems. 🐱
March 11, 2026
Reply from Petlux
Thank you for your review.
Great to hear that everything is working properly and that the setup went smoothly. It’s especially nice that your cat started using it right away.
If you have any questions or need any assistance in the future, feel free to reach out.
Would not recommend
My litter system broke after just over two years of normal use. When I reached out to customer service, they simply told me the warranty had expired and that I would need to pay for repairs myself. For a product that costs this much, that is unacceptable. You expect reliability and a product lifespan that goes well beyond two years.
Because of this experience, I cannot recommend this company. To make matters worse, the same type of litter box seems to be available on AliExpress for roughly half the price.
April 22, 2025
Reply from Petlux
Hello Ayla or Matthew,
Thank you for your review.
We do want to point out that this same complaint has now been submitted multiple times under different names and email addresses, which we find quite misleading for other readers.
Your PETLUX system has been used for over two years. At that point, the product is outside the warranty period, which means repairs or parts are no longer free of charge. This is standard and has been clearly explained to you.
We understand your expectation regarding product lifespan. That is exactly why we offer separate parts and support, so the product can be repaired and continue to be used instead of being discarded. Not all brands offer this level of service.
Regarding your comment about AliExpress, we strongly disagree. Our products are developed, tested, and supported in Europe, with ongoing service and spare parts availability, which is a key difference compared to generic alternatives.
If you would still like to proceed with a solution, we are happy to assist you further.
Love this company!
December 14, 2025
Unprompted review
Reply from Petlux
Thank you so much for your review 😺
Love to read this, it really makes us smile 🐾😺
Requested an address change for…
Requested an address change for subscription and they still sent the item to the old address.
Now I have no item and I was charged. Bad!
November 24, 2025
Reply from Petlux
We’re really sorry to read this 😿
That’s absolutely not how this should have gone, especially when you requested the address change in advance. We understand how frustrating it is to be charged and not receive your item 🐾😺
We’d really like to sort this out for you. Please reach out to us directly so we can look into what went wrong and make sure a proper solution is arranged as quickly as possible.
Great service!
I do not speak dutch. However, I would like to give 5 stars to your services. Fast delivery, regular updates on my order, I am extremely pleased! I strongly recommend!
August 26, 2025
worst product ever
A year of waiting, disappointment, and cheap quality
I ordered the PETLUX V3 self-cleaning litter box on 28 August 2024, marketed as a premium product of the highest quality. Delivery was promised for October/November 2024.
What followed was a year of waiting, with endless robotic emails full of excuses. Finally, in 27 August 2025, the product arrived, but it was a complete disappointment.
It was incomplete, missing the rubber seal and magnetic ring, both essential for odor control and proper finishing.
The build quality was shocking: the material feels like cheap plastic you could order from Temu, with visible glue marks and poor finishing.
Instead of a premium device, I received something that looks more like a prototype or DIY project.
After all the delays, broken promises, and receiving a substandard, incomplete product, my trust in this company is zero.
Summary:
1 year delay
Incomplete product
Cheap plastic material (Temu-level quality)
Broken promises and loss of trust
I will never recommend Petlux to anyone. This has been one of the most disappointing purchase experiences I have ever had.
As a final note, I find it very telling that reviews for Petlux seem to be either 1-star or 5-star. It is hard not to believe that the glowing 5-star reviews are manufactured, while the 1-star reviews reflect the genuine experience of many real customers. In fact, we are a community of people who paid for a product and instead received nothing but delay after delay, robotic excuses, empty promises, and even pictures of container ships, as if we were all fools to be strung along.
August 27, 2025
Unprompted review
Reply from Petlux
Thank you for your review.
We understand that this experience has been very disappointing, especially due to the long waiting time and the condition in which the product was received. That is not the standard we aim to deliver.
The points you mention, such as missing parts and finishing, have since been addressed in newer batches and through improvements in our quality control and production process. Feedback like yours has been an important part of those changes.
At the moment, we are actively reviewing past customer experiences to learn and improve. We would therefore like to ask whether your experience is still the same today, or if your view on us has changed since then. If not, we would still like to understand what we can do to resolve this properly for you.
If your experience has changed, we would of course appreciate it if you would consider updating your review.
Kind regards,
Customer Improvements Team PΞTLUX 🐾
PETLUX V3: Premium price, cheap build, awful returns — still no refund
After waiting nearly 7 months for the PETLUX V3, I got persistent odor, loud cleaning cycles, and litter scattered outside the unit. I use premium, low-dust clumping litter that never caused issues with other boxes, so this isn’t a litter problem. The plastic feels flimsy, honestly, like something from Temu with a premium price tag.
Customer service was defensive; leadership even told me, “If you don’t like it, go buy somewhere else.”
Return policy is horrible: asked to pay return shipping (speakingofpremium), vague timelines. I returned the item almost 4 weeks ago and still haven’t received a refund.
Overall, the experience felt like a scam to me: long delays, poor quality, dismissive support, and no refund weeks after returning. I can’t recommend it.
July 15, 2025
Unprompted review
Reply from Petlux
Thank you for your review.
We understand that this has been a very frustrating experience, especially considering the waiting time, the expectations you had, and the return process that followed. That is not the experience we aim to provide.
Since that period, we have made several improvements to both the product and our internal processes, including quality control, noise reduction, and handling of returns. Feedback like yours has contributed to these changes.
At the moment, we are actively reviewing past customer experiences to learn and improve. We would therefore like to ask whether your experience is still the same today, or if your view on us has changed since then. If not, we would still like to understand what we can do to resolve this properly for you.
If your experience has changed, we would of course appreciate it if you would consider updating your review.
Kind regards,
Customer Improvements Team PΞTLUX 🐾
Scammers and thieves
Scammers and thieves. They collected money on Kickstarter platform and after project end increased price almost 60%. Wont answer to emails.
July 24, 2025
Unprompted review
Reply from Petlux
Thank you for your review, Karolis.
We understand that the Kickstarter process may have been confusing and not what you expected. This was our first campaign, and unfortunately we were not fully aware in advance how VAT and shipping costs would be handled through external platforms like PledgeBox. These are calculated separately after the campaign, depending on the customer’s country, and are not determined by us directly.
We also want to clarify that PETLUX does not benefit from these additional costs. A significant part of the total amount goes to platform fees, payment providers, and logistics.
That said, we do understand your frustration and we take this feedback seriously. We are continuously improving our communication to make this clearer for future customers.
We are also happy to assist you further if you contact us directly, so we can look into your specific case.
Kind regards,
Customer Improvements Team PΞTLUX 🐾
I backed this product on Kickstarter…
I backed this product on Kickstarter (428 EUR) because the price was reasonable and because of EU company.
They are now asking me to pay additional 277 EUR in order to get the product. Shipping alone (inside EU) is 150 EUR!
Not to mention that they are not responding to emails.
July 16, 2025
Reply from Petlux
Thank you for your review, Igor.
We understand that this situation has been frustrating, especially regarding the additional costs after your Kickstarter pledge.
This was our first crowdfunding campaign, and unfortunately it was not fully clear to us beforehand how VAT and shipping costs would be handled through external platforms like PledgeBox. These costs are calculated separately after the campaign, depending on the destination country, and are not directly determined by PETLUX. A significant part of these costs goes to logistics, platform fees, and payment providers, and not to PETLUX itself.
We understand that this may not have been communicated clearly enough at the time, and we take that feedback seriously. Since then, we have improved our communication around this process.
At the moment, we are actively reviewing past customer experiences to learn and improve.
We are therefore curious whether your experience is still the same today, or if your view on us has changed since then. And if not, what we can do to make this experience more positive for you.
If your experience has changed, we would of course appreciate it if you would consider updating your review.
Kind regards,
Customer Improvements Team PΞTLUX 🐾
The crowdfunding campaign for the v3…
The crowdfunding campaign for the v3 cat litter box, in which I participated as a backer, presented an unexpected financial obligation. Following the initial funding, I was required to remit Value Added Tax (VAT) totaling approximately 100 euros. This requirement was not explicitly communicated during the campaign, leading to confusion. Furthermore, my attempts to seek clarification through direct messaging have gone unanswered. While the product itself appears promising, this experience raises concerns regarding the company's financial practices, particularly the imposition of unforeseen costs on non-refundable contributions. I recommend exercising caution when considering future engagements with Petlux.
June 30, 2025
Unprompted review
Reply from Petlux
Thank you for your review.
We understand that this situation may have been confusing, especially regarding the VAT and additional costs after the campaign.
This was our first crowdfunding campaign, and unfortunately it was not fully clear to us in advance how VAT and shipping would be handled through external platforms like PledgeBox. These costs are calculated afterwards based on the destination country and are not directly determined by PETLUX. PETLUX does not benefit from these additional charges, as a significant part goes to platform fees, payment providers, and logistics.
We understand that this may not have been communicated clearly enough at the time, and we take that feedback seriously. Since then, we have improved our communication around this process.
At the moment, we are actively reviewing past customer experiences to learn and improve.
We are therefore curious whether your experience is still the same today, or if your view on us has changed since then. And if not, what we can do to make this experience more positive for you.
If your experience has changed, we would of course appreciate it if you would consider updating your review.
Kind regards,
Customer Improvements Team PΞTLUX 🐾
I am very happy with this product
I am very happy with this product, it really saves my time and energy. And I don’t have to worry about cat box all the time. Also the app makes it so easy to track in case of there is something going wrong, for example to much or too little sand , garbage bag is full etc.. ans it’s working really silently, and would like to highlight the customer service. They really care about the success of this product, and they helped me few time to replace some big and small part. They are really faithful on their warranty and help .
June 11, 2025
Unprompted review
Avoid at all costs
The company pretends to be a premium quality company, but its all cheap stuff with terrible software. I waited 8 months for their new V3 automatic litterbox. Right out of the box - the litterbox has many scratches, make really loud noises and i had constant issues with it, and the software. 650euro for that product absolutely blows my mind. Also they have terrible retourn policy. One positive is for costumer service which is always available and ready to help. Still terrible products.
June 2, 2025
Reply from Petlux
Thank you for your review, Adrian.
We are sorry to read that this was your experience, especially after such a long waiting period. That is not the standard we aim to deliver.
We do appreciate that you mention our customer service positively. At the same time, we understand that the product and software issues you experienced have impacted your overall experience.
Since that period, we have made several improvements to both the product quality and software, as well as our internal processes. Feedback like yours has played an important role in that.
At the moment, we are actively reviewing past customer experiences to learn and improve.
We are therefore curious whether your experience is still the same today, or if your view on us has changed since then. And if not, what we can do to make this experience more positive for you.
If your experience has changed, we would of course appreciate it if you would consider updating your review.
Kind regards,
Customer Improvements Team PΞTLUX 🐾
Fantastic product
Fantastic product. The cats love it and its design encourages them to play together. Easy to order and arrived with no delays or issues.
April 29, 2025
Nice support
Petlux stuff responded quickly and, when an issue arose, they acted even faster.
April 29, 2025
Unprompted review
No reimbursement after 1 month
Finally after almost 1 year I received the cat litter V3 and I immediately sent it back as it did not meet my expectations at all. After 1 month I still have not been reimbursed. They do not answer phone calls (only answering machine with options that do not seem to work) nor my chat messages. Is there still a real person behind this company? Your reply below is not totally correct. Nevermind the confusion about Petlux Denmark you NEVER replied to my messages on your chat and you blackmailed me asking that I modify my review BEFORE you help me with my issue, which is to be reimbursed after 1 month. Scandalous.
April 22, 2025
Unprompted review
Reply from Petlux
Hi there, it seems you may have called the Danish Petlux number (+45), which is a different company. We’re Petlux Netherlands, and we can be reached via +31 348 688 671 or at www.petlux.nl. So while we understand the confusion, we weren’t actually contacted directly — which explains why you didn’t reach us.
Great company
Great company, really. These people really care about making your day and experience better. Big thumbs up from my side!
February 19, 2025
Unprompted review
Reply from Petlux
Thank you so much for your kind words! We’re really happy to hear that you’ve had such a positive experience that’s exactly what we aim for. Big thumbs up right back at you! 🐾
My cat's drinking fountain was broken…
My cat's drinking fountain was broken and within one day the company replied to my request and sent me a new fountain while mine is broken. Dream service! :)
February 24, 2025
Unprompted review
Reply from Petlux
Thank you for your review! Great to hear that you’re happy with our service. We always strive to help quickly and efficiently, so your pet doesn’t have to go without. If you ever need anything else, feel free to reach out!
The quality is not really good
The quality is not really good. It’s called PetLux but i don’t see the Lux part here.
1)Right from the start I already felt like it’s a cheap plastic (the platforms that you put around the wheel itself), one of them didn’t align at all because they seem to be of the different size, so one of the them just sticks out as it cannot be aligned, which makes it a bit dangerous for the cat. That’s a huge -
2)we payed 30€ more to get the wheel with the light and it doesn’t even work normally- the LED wasn’t sticky enough so it was falling down, it doesn’t work at all if you don’t hold the cable with your hand, the moment you realise it the light goes off. And it was said that it’s supposed to be 4 different colours but there is only 1 white colour.
3)the wheel that lady was assembling on the video is a bit different from the one that we received (the matras part) so it took more time to figure out how we should assemble it.
And after all that our cat doesn’t really pays a lot of attention to it. Can we pls at least get the normal light or 30€ back? Thank you.
January 20, 2025
Reply from Petlux
Thank you for your honest feedback. We’re sorry to hear that your experience hasn’t met expectations. Let us address your concerns and reassure you that we’ll make this right.
1. Plastic parts and alignment: It seems like there’s an issue with the product’s parts, particularly the platform alignment. This is absolutely not how it should be, and we’d be happy to resolve this in a professional and luxurious way. Please contact our customer service at klantenservice@petlux.nl or call us at +31 348 688 671, and we’ll take care of this for you.
2. LED lighting and colors: Just to clarify, the LED light itself produces only white light. If you want a specific color, like pink, this is achieved by using colored rings that you can purchase separately. However, from your description, it sounds like there’s a problem with the light’s functionality and adhesive, which is definitely not acceptable. Please reach out to us, and we’ll either fix the issue or provide a refund for the €30.
3. Different model and assembly: We’re sorry to hear that the model differed slightly from the video, making the assembly more challenging. If you need further help, we’re more than happy to assist.
Lastly, we want to reassure you that you always have the right to request a refund if the product does not meet your expectations. Please don’t hesitate to contact us so we can resolve this for you promptly and to your satisfaction.
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