PureStreamReviews of trypurestream.com

Response from PureStream· Sep 3, 2026

Hi Mya, Oh no! It sounds like your fountain may have been affected by a previous faulty product batch, and we’re so sorry your refund request has gone unanswered for this long. We're a small team working through a massive backlog as you can imagine. Please reach out to our support team and ask for Victoria. I’ll personally track down your original email, review everything for you, and make sure your refund is taken care of as quickly as possible. Victoria Head of Support 🐾

Response from PureStream· Sep 3, 2026

Hi Paul, Appreciate the time you took to leave us this feedback! What you’re describing definitely doesn’t sound right for our fountains - you may have received a faulty unit! I’d really love the opportunity to investigate what may be happening here. Please reach out to our support team and ask for Victoria. I’ll personally look into your order, review the issues with you, and make sure we find the right solution for you and your cats. Victoria Head of Support 🐾

Response from PureStream· Sep 3, 2026

Hi Linda, We’re so sorry for the frustration and confusion surrounding your refund! We’re a small team currently working through a much larger backlog of support tickets and return requests, and we truly appreciate your patience with us. I can see that your return was shipped a few days ago. As soon as it arrives and is processed by our facility, we’ll work to have your full refund issued as quickly as possible. I’ll also keep an eye on its progress for you. Victoria Head of Support 🐾

Response from PureStream· Aug 25, 2026

Hi Allyson, I’m so sorry this happened. I looked into order #8706 personally and found that it was returned to sender, although it’s unclear why. You should never have had to find this out from a follow-up email or chase us for answers. Please email us at [email protected] and ask for Victoria. I’d be more than happy to take care of this personally and either get a replacement sent out right away or issue you a full refund, whichever you prefer. Victoria Head of Support 🐱

Response from PureStream· Aug 20, 2026

Hi Marci, Really appreciate you sharing this. It sounds like your cat may actually be going through quite a bit of water, which is a good problem to have! Also wanted to flag that the top tray does come apart for cleaning, so I’d love to make sure we help you with that because it definitely shouldn’t feel like you’re stuck cleaning around it - you may have received a defective item! Your feedback around the refill experience is still super helpful though. We’re constantly looking at ways to make PureStream easier to use day to day, and this is exactly the kind of feedback we want as we keep improving the product. I’m Victoria, Head of Support here. Please reach out to support and ask for me directly. I’d be happy to help you with the tray and take a look at your order too. Victoria Head of Support, PureStream 🐾

Response from PureStream· Aug 18, 2026

Hi Jennifer, Oh no! It definitely sounds like you may have received a defective unit, and I’m so sorry about that! Please reach out to our support inbox at [email protected] and ask for me, Victoria. I can’t see your order details from the review alone, but I’ll personally take a look and get a replacement sorted out for you ASAP. Victoria 🐾 Head of Support, PureStream

Response from PureStream· Aug 17, 2026

Thank you for taking the time to share this. I’m Victoria, Head of Support at PureStream, and I’m really sorry for how this was handled. You received a unit that didn’t work, had to chase us for help, and then got return instructions that understandably raised even more concerns. I completely understand why you walked away feeling the way you did. I’m taking this feedback very seriously. We fell behind badly on support as we grew, and we’re making major improvements to how defective orders, refunds, and returns are handled. I know that doesn’t fix the experience you already had, but feedback like this is exactly what we’re using to make these changes. I’d also really like the opportunity to make this right personally. Since I don’t have enough information from the review to locate your order, please reach back out to our support team and ask for me, Victoria. If you’re willing to give us another shot, I’m happy to take this over myself and see what I can do to turn this experience around. Victoria Head of Support, PureStream 🐾

Response from PureStream· Aug 17, 2026

Hey Jennifer, Thanks for calling this out. I’m Victoria, Head of Support at PureStream, and I’m sorry we made a simple refund request feel like a battle. If the fountain just isn’t a fit for your cats, that’s exactly why we have a satisfaction guarantee. You should have gotten a clear answer from us instead of feeling like you were being given the runaround. We’re making some major improvements to how refunds and return requests are handled, and I’m taking feedback like this seriously. Please reach back out to Support and ask for me, Victoria. I’m happy to take a look personally and help get this sorted for you. Victoria Head of Support, PureStream 🐾