Petbuds Reviews 31

Reply from Petbuds

Feb 25, 2026

Hi Cara,

I want to sincerely apologise for the delivery delay you experienced. You were absolutely right to feel frustrated. The timeframe you were given was not met, and that is not the level of service we aim to provide.

During that period, our shipping partner Sendle experienced major operational disruption and ultimately ceased operating. This affected a number of shipments and caused unexpected transit delays. While the issue originated with the carrier, the responsibility to ensure reliable delivery ultimately sits with us. We take that responsibility seriously.

Since then, we have completely updated our logistics network and strengthened our dispatch monitoring processes. Orders are now dispatched within 12 hours, and our current delivery timeframe is 4 to 6 business days as intended. This is the service standard we are committed to maintaining consistently.

We are a responsible Australian business, and when something goes wrong, we focus on correcting it properly and making meaningful improvements to prevent it from happening again.

Once again, we are genuinely sorry for the inconvenience and disappointment this caused. We appreciate your understanding.

Warm regards,
Petbuds Team

Reply from Petbuds

Feb 25, 2026

Hi KN,

We take claims like this very seriously and immediately searched our system in detail. We are unable to locate any order under the name or details associated with this review.

We have also not received any direct communication from you with an order number or purchase information. Without verifiable order details, we cannot process or investigate a refund request. Given the absence of any matching record, we have serious concerns regarding the authenticity of this claim.

If you have genuinely placed an order with us, please contact our support team with your full name, order number, and the email used at checkout so we can investigate immediately.

Petbuds Team

Reply from Petbuds

Feb 25, 2026

Hi Narelle,

We sincerely apologise for the delay and for the lack of communication you experienced. You were absolutely right to expect clearer updates without having to follow up yourself.

We did miss your earlier call, and we are genuinely sorry for that. We have since returned your call and provided an update regarding your order.

During that period, our shipping partner Sendle experienced significant operational disruption which affected a number of consignments and caused delays beyond normal timeframes. While the issue occurred within the carrier network, the responsibility to ensure proper follow up and communication remains with us, and we acknowledge we could have handled this better.

We truly regret the frustration this has caused and appreciate you raising it. If there is anything further we can assist with, please let us know and we will prioritise you.

Petbuds Team

Reply from Petbuds

Feb 25, 2026

Hi Pamela,

We sincerely apologise for the delay and for the lack of communication you experienced. You should not have had to follow up to get an update, and we completely understand how disappointing that must have felt.

During that period, our shipping partner Sendle experienced significant operational disruption which affected a number of consignments and caused extended transit delays. While the issue occurred within the carrier network, the responsibility to monitor, communicate clearly, and manage expectations remains with us. We acknowledge we could have handled this better.

We have since updated our logistics arrangements and strengthened our dispatch monitoring to prevent this situation from happening again.

We are genuinely sorry for the frustration this caused and appreciate you bringing it to our attention.

Petbuds Team

Reply from Petbuds

Feb 25, 2026

Hi Ivan,

Thank you so much for taking the time to write such a detailed review. We really appreciate the honesty and the real life insight into how it has been for Sam and Ruby.

It is great to hear that setup was straightforward and that both cats adjusted in their own time. That first rotation can definitely get a reaction, so we love that it quickly became normal for them.

We also appreciate how you described it. It is not magic, it is just designed to make everyday life easier. Not scooping every night and having less build up of smell is exactly what we aim for.

Thank you again for your support and for trusting us in your home.

Petbuds Team

Reply from Petbuds

Updated Feb 11, 2026

Hi Rostislav,

We are genuinely disappointed to read this review, as it does not fully reflect the complete context of our communication and assessment process.

You contacted us after using the unit for approximately three weeks and advised that waste separation was not performing as expected. As this is a hygiene-sensitive appliance, both duration of use and operating conditions are relevant when assessing return requests and determining appropriate remedies.

Upon receiving your videos, our technical team conducted a detailed review. No structural, mechanical, or safety defect was identified. The rotation system and internal waste door were functioning within normal design parameters. The behaviour shown is consistent with variations in litter composition, clump integrity, and granule size affecting separation during rotation rather than a confirmed design flaw.

Automatic litter systems depend heavily on specific litter characteristics, which are clearly outlined in our product guidelines. To ensure a fair and objective assessment, we offered to provide a complimentary bag of our recommended litter at no cost so the unit could be tested under correct operating conditions. This offer was declined.

Although our technical findings did not indicate a manufacturing defect, we also provided a return pathway for inspection in accordance with Australian Consumer Law and ACCC guidelines. Under ACL, a product is considered to have a major failure only where it is not fit for purpose and cannot be reasonably remedied. Where a confirmed defect exists, we fully accept responsibility and cover return shipping. For hygiene-related appliances, inspection prior to refund determination is standard and reasonable practice.

Throughout this process, we carefully reviewed all evidence provided, responded promptly to each message, explained our findings transparently, and offered both troubleshooting support and a structured return option. At no stage did we refuse engagement or dismiss your concerns.

We respect that you disagree with our assessment. At the same time, we remain confident in the product’s design, its performance when used within stated specifications, and our adherence to ACCC guidelines. Our approach is to apply a fair and consistent standard to every case based on evidence and consumer law.

Kind regards,
The PetBuds Team

Reply from Petbuds

Jan 4, 2026

Thank you for sharing your feedback. We’re genuinely sorry to hear about the difficulties you've experienced and truly wish we could have reached a solution that worked for you.

We understand that the delivery time felt longer than expected, and we appreciate you bringing this to our attention. Our record shows the delivery was completed within the time frame, and it was communicated by our customer service team.

Our customer service team also provided setup guidance and troubleshooting suggestions on several occasions, in hopes of helping you get the device working properly. We recognise that smart products can sometimes require patience and repeated efforts during setup, and it’s unfortunate that we weren’t able to get everything functioning as intended together.

To help us move forward, we had requested photos or a video of the issue so we could fully assess the situation within our policy guidelines. We regret that we weren’t able to receive that information, as it limited our ability to proceed with further options at that time.

Please know that we have received your correspondence regarding Fair Trade and will cooperate fully with their review, including providing all relevant email communication.

It truly saddens us that we weren’t able to resolve this together. Should you still wish to work with us, we remain open to receiving additional details and assisting however we can.

Thank you again for giving us the opportunity to address your concerns.