Since 2019, Petlibro has designed products for the intertwined lives of pets and their people. From smart feeders with health insights to ultra-filtered automatic fountains and AI-powered cameras, our award-winning products are engineered to magnify the bond between your pet and you.
Petlibro (petlibro.com) has 1,033 customer reviews on Five Star Index, with an average rating of 3.4 out of 5.
Also known as
petlibro.com
Website
petlibro.com
Category
Appliances & Electronics
Location
Santa Clara, California
Listed on Five Star Index
2026
About these reviews
Replies
The company replied to 50% of reviews.
Latest
Most recent review: October 2026.
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Reviews are shown as their authors wrote them. The company can reply, but cannot edit them.
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Terrible customer service I wouldn’t recommend this company to my worst enemy. I bought the automatic feeder just 2 MONTHS ago and it already broke. Customer service doesn’t even have the decency to help me out. They just take your money and leave you hanging. Do not waste your money!!
Response from PetlibroJul 14, 2025
Dear Zo,
Thank you for your feedback. We understand your frustrations with our customer service.
I’m truly sorry that your experience with our support team did not meet your expectations.
We strive to provide quality products and reliable customer service, and it’s disheartening to learn that we fell short in your case.
Please rest assured that our products come with a 24-month warranty from the delivery date, and we would be more than happy to assist you.
Regarding your product issue, rest assured that our support team will provide an appropriate solution within 1-2 business days.
If you have any additional questions or concerns, please feel free to reach out. Your feedback is important to us, and we appreciate you bringing these issues to our attention and hope to bring you satisfaction.
CO
Consumer
Der Kundenservice ist die reinste…
Der Kundenservice ist die reinste Katastrophe. Der Automat soll zurückgeschickt werden, jedoch erhalte ich die Rücksendedaten nicht. Etliche Anfragen erhalten keine Antworten. Eine absolute Frechheit. Hier werde ich nie wieder bestellen.
Response from PetlibroJul 13, 2025
Sehr geehrter Kunde,
Vielen Dank für Ihr Feedback. Wir bedauern Ihre Erfahrung sehr und verstehen Ihre Enttäuschung über unseren Kundenservice.
Wir legen Wert auf hochwertige Produkte und zuverlässigen Service und bedauern, dass wir Ihnen in Ihrem Fall nicht gerecht werden konnten.
Wir freuen uns, Ihnen mitteilen zu können, dass unsere Rückgaberichtlinien eine Rückgabe unbeschädigter Produkte innerhalb von 30 Tagen aus beliebigem Grund gegen Erstattung des Kaufpreises ermöglichen.
Unser Support-Team prüft Ihre Rücksendeanfrage und wird Ihnen innerhalb von 1–2 Werktagen eine passende Lösung anbieten.
Bei weiteren Fragen oder Anliegen können Sie sich jederzeit an uns wenden. Ihr Feedback ist uns sehr wichtig und wir freuen uns sehr, dass Sie sich die Zeit genommen haben, es uns mitzuteilen.
BO
Bob
I can’t recommend this company
I can’t recommend this company. I have Dementia. I have tried to speak to them, but all the want to do is respond by email. Email is hard for me. After 2 weeks they finally posted a telephone number but don’t respond. I will be filing a BBB complaint.
Response from PetlibroJul 4, 2025
Dear Bob,
Thank you for your feedback. We’re truly sorry to hear about your experience and understand your frustration with our customer service.
Regarding your phone request, here is a link to our Help Center for your reference: https://petlibro.com/pages/help-center
If you still wish to contact us by phone, please feel free to use the link to reach out during our business hours.
If you have any further questions or concerns, please don’t hesitate to reach out. Your feedback is very important to us, and we sincerely appreciate you taking the time to share it.
AD
A Disappointed C.
Extremely Disappointed — Poor Product Quality and Even Worse Customer Service
I have never dealt with such HORRIBLE customer service. I purchased both the automatic feeder and water fountain, and within just three months, both products stopped working. That alone is unacceptable — but the real frustration came with trying to get support.
It took three separate support tickets just to get a response that wasn’t copy-pasted or dismissive — and even then, I was ignored repeatedly. I only finally got someone to respond after messaging your Instagram account, and even that felt like I had to beg for any follow-up.
It has now been almost two weeks of inconsistent communication, no real resolution, and condescending replies that imply the product failure is somehow my fault, despite me providing clear proof of the issues.
The complete lack of accountability, professionalism, or urgency in addressing my concerns is absolutely unacceptable. I spent good money on your products, and to be met with this level of disrespect is beyond frustrating.
DO NOT BUY FROM THIS COMPANY. They do not stand behind their products, and they clearly do not value their customers.
Order Number: 202000442947
At this point, I would just like a refund so I never have to deal with your company again.
Response from PetlibroJul 7, 2025
Dear Tomi,
We’re truly sorry to hear about your disappointing experience, and we appreciate you taking the time to share your feedback. We completely understand how frustrating it must be to experience issues with more than one product — and we sincerely regret the delay in our responses and the inconvenience it caused, especially while you were actively seeking support.
Upon reviewing your case (Order #202000442947), we acknowledge that the initial service you received fell short of our standards. One of our new agents did not handle the matter as promptly and completely as they should have — and we sincerely apologize for that.
That said, once your case was escalated, we sent a replacement food tank and lid free of charge to resolve the issue with your automatic feeder. These items were delivered on July 6 (“At the door/Yard”). If you are still encountering difficulties installing or using the new parts, please don’t hesitate to reach out — we’re here to help.
As for your water fountain, our team sent a troubleshooting guide on July 1, followed by two additional messages, but unfortunately did not hear back from you. We would love the opportunity to continue assisting you and resolve the issue as quickly as possible.
Please rest assured that all of our products are covered by a 24-month warranty, and we are fully committed to ensuring your devices function properly. Your satisfaction means a great deal to us, and we’re more than willing to make things right.
👉 Our agent will follow up again via email within 24 hours. Please kindly check your inbox (and spam folder just in case), so we can move forward with resolving everything for you as soon as possible.
AR
Anou R.
Fontaine à eau sans fil qui ne fonctionne pas
Nous avons acheté la fontaine à eau sans fil le mois dernier et au bout d'un mois la fontaine s'est mise à se vider entièrement en surface lorsque la pompe ne tourne pas, ne laissant pas d'eau dans la gamelle pour notre chat.
Au final, nous sommes obligés de laisser des bols d'eau dans la maison pour être sûrs que notre chat puisse boire et cette fontaine ne nous sert donc à rien.
Nous avons contacté à maintes reprises le service client via le formulaire de contact. On reçoit alors une réponse générique pour tenter quelques nettoyages (déjà faits) et lorsque l'on veut répondre, on reçoit systématiquement un échec d'envoi de l'email donc c'est un échange à sens unique. Stupide. Ils n'ont aucun autre moyen de communication évidemment.
Nous ne recommanderons plus petlibro vu le service client déplorable que c'est.
GA
Galuche
Bought 3 granary feeder
Bought 3 granary feeder. 2 for me, 1 for my daughter. The one for my daughter dual cam started having issues after 3 weeks. The cam was not working and then she had all the warning and malfunctions. She had to unplug it because the feeder was waking them during the night. After two weeks of discussion with the CS they decided to send a new base. We received it today and they sent one without camera! We are leaving for a month with a cat sitter coming every two over day. Thank you Pet libro to make our experience very bad. The one I have home, has trouble with the cam, only the one with no cam works without problems so far… will not buy again!
Response from PetlibroJul 5, 2025
Hi Gaëlle,
Thank you for taking the time to share your feedback, and I’m truly sorry to hear about the frustration you and your daughter have experienced.
After carefully reviewing the situation, we found that the wrong replacement base was sent due to a fulfillment error on our side — we sincerely apologize for this mistake. Our team has already followed up and is arranging for the correct **camera version** of the Granary feeder base to be shipped as quickly as possible. We’ll continue to monitor your case closely to ensure everything is resolved to your satisfaction.
We completely understand how important it is to have a reliable feeder — especially when you’re away and depending on it to care for your pet. We're very sorry for the disruption and disappointment this has caused, and we’re doing our best to make things right.
If there’s anything else we can do to support you or improve your experience, please don’t hesitate to reach out directly.
MJ
Marie Jocya P.
Très mauvaise expérience
Très mauvaise expérience. Je veux retourner le produit dans les 30 jours car mon chat est décédé et le produit n'a pas été ouvert. La compagnie valide le retour mais ne me communique pas l'adresse pour le retour. Je leur ai envoyé plusieurs mails mais aucune réponse. Maintenant ils me disent que le délai est passé et que la politique de retour et de remboursement n'est plus possible alors que c'est leur erreur. C'est une honte.
Response from PetlibroJun 30, 2025
Bonjour Marie,
Nous sommes sincèrement désolés pour votre expérience et tenons tout d’abord à vous présenter nos condoléances pour la perte de votre chat. Nous avons bien revu l’historique de vos échanges avec notre service client, et vous avez tout à fait raison : notre agent, qui était encore en formation à ce moment-là, n’a pas su gérer votre demande avec la réactivité et la clarté attendues. Nous avons pris cette situation très au sérieux et mené une réflexion interne afin d’éviter que cela ne se reproduise.
Nous avons également renforcé la formation de nos équipes pour garantir une meilleure prise en charge à l’avenir.
Nous avons vu que notre équipe vous a proposé une solution le lendemain de votre avis, que vous avez acceptée — même si ce délai a été trop long, et pour cela nous vous prions de bien vouloir nous excuser. Votre retour nous est très précieux, car il nous aide à progresser. Merci d’avoir pris le temps de partager votre expérience.
L’équipe PETLIBRO
YV
Yolanda Vidal F.
Je réponds à la réponse de Petlibro : oui j'ai réussi à me connecter mais cela m'a pris trop de temps, il faut que votre logiciel soit plus clair pour les instructions d'installation
je suis très en colère j'ai perdu une matinée pour connecter le distributeur de croquette à ma wifi, c'est impossible. je vois qu'il y a beaucoup d'avis défavorable et le mien va s'ajouter à cette longue liste.
Je veux me faire rembourser.
Response from PetlibroJun 30, 2025
Chère Yolanda,
Merci beaucoup pour votre retour et pour avoir confirmé que la connexion a finalement été établie.
Nous sommes vraiment désolés que l’installation vous ait pris autant de temps — vous avez tout à fait raison, nos instructions actuelles manquent parfois de clarté, notamment concernant certains éléments comme le format du mot de passe Wi-Fi ou la compatibilité avec certaines fréquences réseau.
Nous avons bien pris note de votre remarque et l’avons déjà transmise à notre chef de produit et à notre équipe en charge de l’application. Nous allons travailler à améliorer le processus d’installation et à rendre nos guides plus clairs et accessibles pour l’avenir.
Encore merci pour votre patience et vos précieux commentaires. Si vous avez d'autres suggestions ou besoins, n'hésitez pas à nous contacter — nous restons à votre disposition.
