Sure Petcare 4+

Doesn’t Weight Food Accurately - Customer Service Worthless

Got the connected microchip feeder and the food weight on the app is off by a whole 1/2 cup no matter if I use cups or grams as measuring metric which totally defeats the purpose of buying the connected feeder vs the one that doesn’t use the app to monitor. Now this happened with a BRAND NEW unit right out of the box. The issue is in the weight scales integrated into the feeder.

After reaching out to support and answering their questions AND even providing a video showing the issue in real time via email all customer support did was pass it on the next person who instead of reading my response to the first set of questions proceeded to just repost the SAME questions again. After I pointed out I already answered and waiting days again for a response I just at that point wanted a refund. Worthless product and worthless customer service. Still got no response for days so then had to submit yet ANOTHER support ticket just for the refund. Which I then finally got a shipping label for.

Do NOT buy the connect microchip feeder for the extra $130 + cost of hub. Not worth it. Just buy the regular one that isn’t app connected and add in the regular amount of food you normally do and monitor yourself.

What a pain

This clunky app has one of the most unnecessarily involved setup procedures I’ve seen in a while. First of all, keep in mind that this controls pet doors and feeders (I have a door only), not nuclear submarines. There is no justifiable reason for insisting on a password including a mix of upper case, AND lower case, AND a number, AND a special character. That level of security-theatre complexity accomplishes nothing other than to make a user’s life a tiny bit more difficult.

To add a pet, you need to supply the pet’s name (ok, that much makes sense) but other MANDATORY fields include their d.o.b. (Do you even know what day your cat was born?), their weight (most cats lie about that anyway), and their exact breed, which I had to guess to get past this useless requirement. Also required is your pet’s “dietary restrictions” even if you are just using it to control a door. Again, these are all -required- fields that serve no purpose whatsoever in terms of the product’s operation with a door. In general, the user experience and navigation is a chore. Oh, and don’t even get me started about their website!

On the bright side, so far it seems to work as promised.

Developer Response ,

Hi there! Thank you for leaving your feedback. If you would like more information about why we ask this, please do not hesitate to contact support@sureflap.com

Very Buggy

Another review said fine when it works, worrying when it doesn’t. Doesn’t update exits and entrances in all parts of the App, missing functionality like setting individual curfew times, door not locking really at the set curfew time and misinformation on the cat’s whereabouts at night in the middle of a harsh winter storm, and notes having the cat enter multiple times in a row and never leaving. All in all it’s disappointing.

Update: Unreliable! Cat somehow escaped during the curfew hours (I double and triple checked my time
Settings on curfew) and figured that it was possible maybe due to ice freezing the locks. However, there was no record of my cat leaving. This meant searching the house and finally outside in -4 C frigid winter at midnight to find him. Very worrying. This morning, both cats left the house through the door (after manually unlocking it) but there was no notification. I clarify my earlier statement to say: always worrying, never fine - actually worse than having a cat door that doesn’t claim to tell you where your cat is. You can never really know for sure. In this case it’s just better for your peace of mind to control the door yourself in the old fashioned way. That way you really know where they are.

Developer Response ,

Hi MightyGMG. I am sorry to hear about the issues you are having with the app and the cat flap.

Can you please contact our customer service team on support@sureflap.com to see if we can find a solution for you.
Please make sure to include your email address you use with the app and the serial number of your cat flap.
We will help as best as we can!