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.
Edits
Reviews are shown as their authors wrote them. The company can reply, but cannot edit them.
Score
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I purchased the automatic pet feeder in October 2025. In August 2026 it stopped keeping the food cool for my cats. Since it was still under warranty I reached out to the company. Now there’s no phone number of course so I submitted everything online including my order number for when I purchased the feeder. They have not responded and it’s one month later. It’s great that the product has a 2 year warranty but useless if the company ghosted me and do not respond. I would not recommend!
Response from PetlibroSep 22, 2026
Dear Bernadette,
Thank you for sharing your experience. We’re sorry that you have been left waiting for a response, especially after contacting us about a feeder that is still within the warranty period.
Due to a significant increase in customer inquiries, our response times have unfortunately been slower than usual. We are actively expanding and training our support team and improving our internal processes so that warranty cases can be reviewed and followed up more efficiently.
Since you mentioned that you have already submitted your order information and contacted our support team, could you please update this Trustpilot review and add your support ticket number? This will allow us to quickly locate your previous communication, review the full history of your case, and prioritize the follow-up.
Thank you for your patience and for giving us the opportunity to address this properly.
Sincerely,
Petlibro Customer Support
EH
Elizabeth H.
Terrible Customer Service
**Update — October 23, 2026:**
Unfortunately, my experience with PETLIBRO has continued to be frustrating.
After my original review in September, PETLIBRO eventually authorized the return of both unused feeders. I shipped them back, and their customer service team confirmed in writing that they received both products and that I was eligible for a full refund.
However, they then told me they could not process the refund because I had opened a credit card dispute after weeks of unsuccessful attempts to obtain return assistance. They repeatedly asked me to withdraw the dispute so they could issue the refund directly.
Given my experience trying to resolve the situation, I was not comfortable withdrawing the dispute based solely on another promise of a refund. PETLIBRO acknowledged my decision to continue through Discover's dispute process.
Today, I learned from Discover that PETLIBRO is now contesting the chargeback. According to Discover, the only documentation PETLIBRO has submitted so far is its return policy, and Discover has requested further information.
I'm extremely disappointed that a company would acknowledge receiving returned merchandise, confirm that a full refund is owed, and then challenge the credit card dispute using its return policy.
Nearly two months after requesting a return, I still don't have a final resolution.
I originally hoped this was simply a customer service issue, but the ongoing difficulties have completely changed my opinion of this company. I would not feel comfortable purchasing from PETLIBRO again.
Original Review:
I ordered two of the automatic RFID feeders. One of my cats is prone to feline acne and cannot use plastic bowls or dishes, so I specifically chose these because they were advertised as having a stainless steel bowl option.
Unfortunately, once I assembled the feeders, I realized there is a large plastic lip directly in front of the stainless steel bowl that my cat’s chin would still come into contact with, so the feeders won’t work for him.
I contacted customer service by both email and chat to ask about returning the feeders or whether there was another solution. It has now been over a week, and despite multiple attempts to follow up, I have not been able to get a response from a human who can actually help me complete the return.
I’m disappointed because the product itself seemed promising, but the lack of accessible customer service has made what should be a simple return process extremely frustrating. My support request is #672311.
Response from PetlibroSep 20, 2026
Dear Elizabeth,
Thank you for updating your review. We sincerely apologize that our follow-up did not take place within the 24-hour timeframe we previously provided.
Due to a significant increase in customer inquiries, our response times have unfortunately been slower than usual. We are actively expanding and training our support team and improving our internal follow-up processes so that customers are not left waiting after being given a response timeframe.
We have reviewed your order and confirmed that your return request was submitted within our 30-day return period. We also understand why the materials surrounding the stainless steel bowl are especially important to you given your cat’s skin sensitivity, and we appreciate the photos and product information you provided to help us review the case more efficiently.
We’re glad that our customer service team was able to speak with you on September 22 and provide the solution you had requested. Following the phone conversation, we also sent you an email confirming the agreed solution and the next steps in writing.
Thank you again for the time and effort you put into providing the information needed for our review. We appreciate your patience throughout this process, and our team will continue to follow up as needed to make sure the agreed solution is properly completed.
Sincerely,
Petlibro Customer Support
VR
VRZLE
Appareil cassé - Appareil remplacé
Client fidèle de Petlibro pour la fiabilité de ses appareils, j'ai été très déçu du moteur produisant le froid sur le distributeur de nourriture fraîche (alors que le 2eme appareil fonctionne très bien) MAIS, l'intervention de RANDY du service support a été super efficace et rapide, puisqu' il a commandé immédiatement un nouvel appareil de remplacement sans aucun frais. Ceci ajoute un vrai point au sérieux de la marque et de ce fait appelle à en rester client longtemps. Bravo Petlibro !
Response from PetlibroSep 19, 2026
Bonjour,
Merci de nous avoir contactés. Je suis vraiment désolé d’apprendre que vous avez rencontré un problème avec le moteur de votre appareil.
Nous sommes cependant ravis de lire que notre équipe a pu intervenir rapidement pour vous envoyer un produit de remplacement. Votre fidélité est très appréciée et nous sommes heureux de savoir que vous restez satisfait de la fiabilité de nos services. Votre retour positif sur l’efficacité de notre support nous encourage à poursuivre nos efforts.
Si nous pouvons vous être utiles, n’hésitez pas à nous le faire savoir, nous ne ménageons aucun effort pour vous servir.
SA
Sarina
Customer service is great !!
Customer service is great and very responsive! They're always detailed with asking questions to address the exact issue. I have the polar wet feeder and dockstream fountain and I used to have the granary feeder and I've loved every single product so far!
Response from PetlibroSep 18, 2026
Hi Sarina,
Thank you so much for your kind words and for sharing your experience. We are delighted to hear that you have had such a positive journey with our products and service. It is truly rewarding to know that our efforts to provide detailed support are appreciated. Thank you for being a loyal part of our community.
If we can be of further assistance, please feel free to let us know, we spare no effort to serve you.
LS
Lisa S.
Langsamer Support, keine Lösung, keine Kulanz
Mein Petlibro Trinkbrunnen für Katzen Dockstream 2 hat nach wenigen Monaten immer wieder Ausfälle gezeigt. Das Support Team hat versucht den Fehler zu beheben und mir sogar ein Neugerät zugeschickt. Dieses hat nach wenigen Wochen ebenfalls nicht mehr funktioniert.
Ich musste mehrmals um eine Rückzahlung bitten, bis ich diese erhalten habe. Allerdings erstattet Petlibro nur den Trinkbrunnen nicht die zusätzlich bezogenen Wasserfilter welche nur mit dem Trinkbrunnen genutzt werden können. Als Kunde hätte ich hier mehr Kulanz erwartet.
Zusammenfassend: Langsamer Support, viel Diskussion, Rückerstattung muss man selber nachhalten und Kulanz gibt es ebenfalls keine.
Response from PetlibroSep 20, 2026
Liebe Lisa,
vielen Dank, dass Sie Ihre Erfahrung mit uns geteilt haben. Es tut uns sehr leid, dass sich die Bearbeitung Ihres Falls über einen so langen Zeitraum hingezogen hat und Sie mehrfach nach dem aktuellen Stand fragen mussten.
Aufgrund eines deutlich erhöhten Anfrageaufkommens waren unsere Antwortzeiten in diesem Zeitraum leider länger als üblich. Wir erweitern derzeit unser Support-Team, schulen zusätzliche Mitarbeiter und optimieren unsere internen Abläufe, damit Fälle künftig schneller und kontinuierlicher bearbeitet werden können.
Wir haben Ihren Fall inzwischen erneut geprüft und Ihnen die entsprechende Lösung für den betroffenen Trinkbrunnen mitgeteilt. Bezüglich der zusätzlich gekauften Filter möchten wir darauf hinweisen, dass es sich dabei um Verbrauchsartikel handelt, für die andere Bedingungen gelten als für das Gerät selbst.
Gleichzeitig verstehen wir, dass Sie sich angesichts der langen Bearbeitungsdauer mehr Entgegenkommen gewünscht hätten. Dieses Feedback nehmen wir ernst und werden es intern berücksichtigen, insbesondere im Hinblick auf die Bearbeitungszeiten und die Kommunikation bei länger laufenden Servicefällen.
Ein Mitglied unseres Kundenservice-Teams wird sich innerhalb von 24 Stunden erneut bei Ihnen melden, um Ihren Fall weiter zu begleiten und offene Punkte mit Ihnen zu klären.
Wir bedauern sehr, dass Ihre Erfahrung mit unserem Support diesmal nicht Ihren Erwartungen entsprochen hat, und danken Ihnen für Ihr offenes Feedback.
Mit freundlichen Grüßen
Petlibro Kundenservice
IV
Isabelle V.
Super ce tapis plastique avec rebords…
Super ce tapis plastique avec rebords pour mettre les gamelles de mes loulous. Il se nettoie facilement. Super 👍 merci 🙏
Response from PetlibroSep 20, 2026
Chère Isabelle,
Un grand merci pour votre retour et pour cette belle note de 5 étoiles ! Nous sommes ravis de savoir que le tapis vous plaît, qu’il convient bien aux gamelles de vos petits compagnons et qu’il est facile à nettoyer.
Merci encore pour votre confiance et votre soutien. Nous vous souhaitons, à vous et à vos loulous, beaucoup de beaux moments au quotidien. 🐾
Bien cordialement,
Petlibro Customer Support
CB
Chiara B.
Fontaine pas fiable et service clients déplorable
J'ai acheté une fontaine Petlibro Dockstream 2 (modèle PLWF116) en avril 2026 (commande #24200020618). L'appareil est défectueux : la pompe s'arrête de fonctionner de manière imprévisible et sans notification, ce qui pose un réel problème pour l'hydratation de mon chat.
Depuis un mois (19 août 2026), je tente de faire valoir mon droit au remboursement intégral sous garantie. Malgré un respect scrupuleux de la procédure de nettoyage (utilisation exclusive d'eau en bouteille), le remplacement des filtres toutes les deux semaines, la transmission répétée des informations demandées (numéro de série, facture) et l'envoi d'une preuve vidéo claire du défaut, le service client fait traîner les choses :
- Réponses répétitives posant les mêmes questions en boucle.
- Tickets de support fermés sans aucune résolution.
- Refus implicite de fournir l'étiquette de retour prépayée et d'effectuer le remboursement.
Un tel manque de sérieux et de suivi est inacceptable pour une marque spécialisée dans le bien-être animal.
Response from PetlibroSep 20, 2026
Bonjour Chiara,
Merci d’avoir pris le temps de partager votre expérience. Nous sommes sincèrement désolés pour le délai rencontré dans le traitement de votre dossier.
Ces dernières semaines, nous avons connu une forte augmentation du nombre de demandes, ce qui a malheureusement ralenti certains suivis. Nous renforçons actuellement notre équipe, formons de nouveaux collaborateurs et améliorons nos procédures internes afin de garantir des réponses plus rapides, plus cohérentes et un meilleur suivi des dossiers en cours.
Nous tenons également à vous remercier pour toutes les vérifications déjà effectuées ainsi que pour les informations, photos et vidéos que vous nous avez transmises. Ces étapes de diagnostic ont pour objectif d’identifier précisément l’origine du problème, d’éviter de proposer une solution inadaptée et de fournir à nos équipes techniques des éléments utiles pour améliorer le produit.
Nous avons bien pris connaissance de votre dernière vidéo, qui montre le test effectué lorsque l’appareil est branché, ainsi que l’état du rotor et de l’axe.
Votre commande est toujours couverte par la garantie Petlibro de 24 mois. Soyez assurée que nous continuerons à prendre en charge votre dossier jusqu’à ce qu’une solution appropriée soit apportée.
Un membre de notre équipe vous recontactera dans les 24 heures afin de poursuivre le suivi de votre dossier et de vous communiquer clairement les prochaines étapes.
Nous vous remercions sincèrement pour votre patience et votre coopération.
Cordialement,
Petlibro Customer Support
KW
kw
Is anyone there?
I ordered and paid for one Petlibro RIFD Smart Feeder on August 28th, for the newly adopted cat in my household. On August 29th, I was notified the feeder was shipped. Many days passed, and when I tracked the package it was held up at a local shipping facility for several days. On September 14th, the tracking page said the package was lost. I notified Petlibro on their website using the AI assistant that the package was lost, and told them I wanted a replacement. The assistant said the case would be referred to a human representative. I have not received any further communication from Petlibro. I am leaving on my trip soon and need the feeder for my new cat. This is my third feeder. I have had no issues with my current Petlibro feeders or cameras. This complete lack of communication is very disappointing. Had I known Petlibro uses Amazon shipping, I would have just ordered the item through them as they would have resolved this issue promptly and value repeat customers.
My support ticket number is 678359.
Update... responded to Petlibro's response below, with support ticket number above. It is now September 24th and I still have not been contacted by the company, and my initial inquiry has continued to go unanswered. It is now approaching a month since I ordered the feeder. I do not understand how other reviewers were actually contacted by live representatives. My issue - a lost shipment, clearly reported by Petlibro's shipper - is straightforward and easy to correct, yet I have been completely ignored and forgotten by this company. I will now have to take this charge up with my credit card company.
Update:
Petlibro finally sent me out a replacement feeder. I do like their products, but their customer service is the worst I have experienced in my consumer lifetime. I WAS sent out a replacement, but there was no interaction with a representative. I was sent a shipping notification and then a standard, "Sorry, we are really really busy" email. I received the feeder on October 1st. I ordered it on August 28th. I'm still waiting for the how can we make this right for you email. I have some retail work history, and an important company rule was to always make sure the customer left satisfied with their experience, especially if that person was a regular customer. Let's see: I contacted the company several times because their shipper lost the package, and did not receive a response; I needed the feeder for my new cat while I was away, but had to hire a sitter to feed him; I had to write a review on this website just to get Petlibro's attention to this situation. Petlibro has cost me time and money. I am not satisfied.
Response from PetlibroSep 20, 2026
Dear customer,
Thank you for sharing your experience, and thank you as well for choosing Petlibro again for your newly adopted cat. We truly appreciate that you have continued to use our feeders and cameras and have placed your trust in our products.
We’re very sorry that your latest order was lost in transit and that you did not receive the timely human follow-up you expected. We understand how frustrating this must have been, especially with an upcoming trip and the need to make sure your new cat is properly cared for.
Due to a significant increase in customer inquiries, our response times have unfortunately been slower than usual. Please rest assured that we are actively training additional team members and improving our support process so that customers can receive faster and more consistent follow-up.
We have now reviewed your case and, on September 26, our customer service team provided you with a resolution and the next steps for the lost shipment.
Thank you again for your patience and for giving us the opportunity to address this matter properly. We sincerely appreciate your continued support of Petlibro.
Sincerely,
Petlibro Customer Support
