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
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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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They were very quick and thoughtful throughout the customer service process. My first replacement feeder never ended up shipping, so my customer service representative, Vivian, reached out and let me know that she is sending a new one. Vivian went out of her way to make everything very smooth and easy. It felt like real, personal customer service which is something I valued throughout the process. I am happy with the process, the outcome, and my products.
Response from PetlibroSep 15, 2026
Hi Megan,
Thank you for your message. I understand your concern about the initial delay you experienced with your replacement feeder shipment.
We are so pleased to hear that our team was able to provide you with such a positive and personal support experience. It is our priority to ensure that every customer feels heard and valued throughout the process. We are delighted to know that you are satisfied with the resolution and your Petlibro products.
We really appreciate your patience and if you have any further questions, please don’t hesitate to contact us.
SC
Sanny C.
Update
Wir haben 2 Nass-Futternäpfe sowie einen Trinkbrunnen von Petlibro. Nach 3 Monaten ging ein Napf kaputt (dauerhaftes Rotieren). Auf einen Ersatz haben wir etwa 4 Monate warten müssen, ohne dass dies entsprechend kommuniziert wurde. Aufgrund der langen Wartezeit und unser beeinträchtigtes Vertrauen hinsichtlich des Produkts geben wir 3 Sterne. Hervorzuheben ist das schöne Design sowie die App-Gestaltung.
Response from PetlibroSep 16, 2026
Liebe Sanny,
vielen Dank, dass Sie Ihre Bewertung aktualisiert und uns die Ticketnummer mitgeteilt haben. Dadurch konnten wir Ihren bisherigen Fallverlauf eindeutig zuordnen.
Wir sehen, dass das Problem mit dem dauerhaft rotierenden Futternapf bereits geprüft wurde, Sie die angeforderten Schritte durchgeführt und auch ein Video zur Bestätigung des Fehlers eingereicht haben. Danach wurde bereits festgehalten, dass mit einem Austausch des Geräts fortgefahren werden soll.
Es tut uns leid, dass Sie anschließend so lange auf die weitere Bearbeitung warten mussten. Aufgrund eines deutlich erhöhten Anfrageaufkommens waren unsere Antwortzeiten leider länger als üblich. Bitte seien Sie versichert, dass wir derzeit zusätzliche Teammitglieder schulen und unsere internen Abläufe verbessern, damit solche Garantie- und Austauschfälle schneller bearbeitet werden können.
Ihr Auftrag befindet sich weiterhin innerhalb unserer 24-monatigen Garantiezeit. Wir werden Ihren Fall weiterverfolgen und die vereinbarte Lösung nicht unbeachtet lassen.
Ein Mitglied unseres Kundenservice-Teams wird sich innerhalb von 24 Stunden erneut bei Ihnen melden, um den Austausch weiter zu bearbeiten und die nächsten Schritte zu bestätigen.
Vielen Dank für Ihre Geduld und dafür, dass Sie uns die Ticketnummer zur Verfügung gestellt haben.
Mit freundlichen Grüßen
Petlibro Kundenservice
JL
Joël
Très bonne expérience et service support réactif
Tout d'abord je tiens à signaler que je suis très satisfait des produits que j'ai reçu, à savoir la fontaine à eau Dockstream 2 et distributeur de croquettes.
Le rotor de ma fontaine à eau était bloqué, j'ai immédiatement contacté le service support, qui a été réactif et a trouvé une solution à mon problème qui me convient parfaitement.
Je recommande cette marque les yeux fermés.
Response from PetlibroSep 15, 2026
Bonjour Joël,
Merci de nous avoir fait part de votre avis positif. Nous sommes ravis que votre expérience avec la fontaine Dockstream 2 et le distributeur de croquettes se passe bien. Il est très important pour nous que notre service support soit à la hauteur de vos attentes.
Votre confiance et votre recommandation nous font grand plaisir.
Nous apprécions vraiment votre patience et si vous avez d’autres questions, n’hésitez pas à nous contacter.
KH
Kerry H.
Really clear and excellent…
Really clear and excellent communications with the recent system outage.
Response from PetlibroSep 15, 2026
Hi Kerry,
Thank you for your message. I understand your concern about the recent system outage.
It is wonderful to know that our efforts to keep everyone informed were helpful to you. We truly value your feedback and your support.
We really appreciate your patience and if you have any further questions, please don’t hesitate to contact us.
KV
Kelly V.
Two faulty products and repeated “urgent escalations” with no resolution
I purchased a Petlibro bundle containing two RFID feeders and a Dockstream RFID Smart Fountain. Unfortunately, only one of the three products is currently fit for purpose.
On 31 August, I contacted Petlibro because one of the feeders had arrived physically damaged and was already broken when unboxed. I provided the requested photographs and proof of purchase. I was initially told that a replacement could be sent, but this was then changed to saying the matter needed to be escalated to a supervisor. Despite chasing on 4 September and again before collecting our kittens, I am still waiting for confirmation that a replacement has actually been approved or dispatched.
On 13 September, the brand-new fountain also developed a fault after working for only around ten minutes. Although the reservoir was almost full, it displayed a red low-water warning and stopped pumping. It would occasionally pump for approximately three seconds after being switched on before stopping again. We completed every troubleshooting and cleaning step provided, reset the fountain, and unbound and rebound it in the app, but it remained unusable and would not allow calibration.
Petlibro acknowledged that the fountain appeared faulty and said both issues had been escalated for an “urgent review.” I specifically asked how long this review would take, but I have still not received a clear timeframe or a practical resolution.
We bought these products specifically for our two new kittens and spent a considerable amount on the bundle. Having two of the three items arrive damaged or fail almost immediately is disappointing enough, but repeatedly being told that cases have been escalated without receiving a decision, dispatch confirmation or meaningful update has made the experience much worse.
I would like Petlibro to confirm and dispatch replacements for both the damaged feeder and faulty fountain without further delay. I will update this review if and when the matter is properly resolved.
Response from PetlibroSep 16, 2026
Dear Kelly,
Thank you for taking the time to share your experience. We are very sorry that two products from the same bundle have caused problems and that the follow-up on both cases has taken much longer than expected.
Regarding the RFID feeder, we understand that it arrived damaged and unusable from the moment it was unboxed. You promptly provided the requested photos, video, order information, shipping address, and product details, and we sincerely appreciate the time you took to provide everything needed for the review.
We also understand your frustration with being told that the replacement request had been escalated without then receiving a clear confirmation or dispatch timeframe. The case required additional internal review because the correct replacement configuration for your region had to be confirmed, but we recognize that this should not have left you waiting without a meaningful update.
We’re also sorry to hear about the issue with the Dockstream RFID Smart Fountain, especially while you were already waiting for the feeder case to be resolved. We understand how frustrating it is to deal with multiple product concerns at the same time.
During this busy period, we have experienced a significant increase in customer inquiries, which has caused delays in some escalated cases. We are actively expanding our support team, training additional agents, and improving our internal follow-up process so that urgent warranty and replacement cases are handled more consistently and with clearer timelines.
Please be assured that your products are covered by Petlibro’s 24-month warranty. We will take responsibility for the applicable warranty support and continue following both cases until an appropriate resolution is provided.
Your cases have been prioritized for follow-up, and a member of our support team will contact you within 24 hours to review both the damaged feeder and the fountain issue and provide the next steps.
We sincerely apologize for the repeated delays and for the stress this has caused, especially with your kittens already arriving. Thank you for giving us the opportunity to continue working toward a proper resolution.
Sincerely,
Petlibro Customer Support
VS
Vanessa S.
Polar feeder not working
I have two polar wet feeders both under 1 year old and neither is working consistently. The feeder that I bought a month ago won't open during scheduled times and I can't even open it manually through the app. The customer service has been completely unhelpful as well. Their troubleshooting guides don't solve the issue and the representative insists that there is no issue at all when my pets aren't being fed. When I asked if I could escalate my concerns to another representative I was told no one else could help me. When I tried to open a new email thread, I never received a response after emailing multiple times.
Response from PetlibroSep 16, 2026
Dear Vanessa,
We sincerely apologize for the frustration you experienced with both your Polar feeder and the support you received while trying to resolve the issue. We understand how concerning it is when a feeder does not open reliably, especially when you depend on it to feed your pets while you are away.
We understand that you had already completed the recommended troubleshooting and that the issue remained unresolved. We’re sorry that the follow-up did not move forward as promptly as it should have.
During this busy period, we experienced a significant increase in customer inquiries, which resulted in longer response times than usual. We are actively training additional team members and improving our internal escalation and follow-up processes so that customers receive clearer, more timely, and more solution-oriented assistance.
We’re glad that our customer service team has now been in contact with you and provided a solution for your case. Our team will continue to follow up with you and stay engaged until we can confirm that the issue has been fully resolved.
We sincerely appreciate your patience throughout this process. Your experience has also been recorded as important feedback for our support team, and we will continue improving both our response process and the overall customer experience.
Sincerely,
Petlibro Customer Support
MJ
Mrs Joanne K.
Really poor customer service after they…
Really poor customer service after they had an app issue it took 6 weeks to sort. After many conversations it took from 19th August to September 9th to respond. Not great as i had to purchase another water filter, i have given 3 stars as they have finally resolved the issue
Response from PetlibroSep 16, 2026
Dear Joanne,
Thank you for sharing your experience. We are very sorry that it took much longer than expected to get your Dockstream 2 issue properly followed up, especially when you needed a reliable water source for your three cats while you were away.
During this period, we experienced a significant increase in customer inquiries, which unfortunately affected our response times. We are actively expanding our support team, training additional team members, and improving our internal follow-up processes so that cases like yours can be handled more promptly and consistently.
We’re glad to hear that your fountain is now working again.
Our support team will continue to review your case and determine what further solution may be appropriate based on the full history. A member of our team will follow up with you within 24 hours to continue the discussion and make sure the case receives proper attention.
We sincerely appreciate your patience and the feedback you have shared. We will continue working to improve both our response times and the overall support experience.
Sincerely,
Petlibro Customer Support
MH
Melanie H.
Kundenservice..
Mit den Produkte von Petlibro sind wir wirklich zufrieden und können hier wirklich nichts negatives anmerken.
Wir hatten jedoch ein Problem mit einem unserer Futterautomaten und hatten uns an den Kundenservice gewandt.
Fazit zum Kundenservice ist gemischt, dieser kann noch deutlich verbessert werden, wir haben leider erst sehr spät eine Rückmeldung erhalten.
Es konnte anschließend jedoch alles Problemlos geklärt werden und hatten zeitnah ein Ersatzgerät erhalten, ohne zusätzliche Kosten.
Ich hoffe dass die Kommunikationswege hier für die Zukunft deutlich verbessert werden, sodass man schneller Lösungswege zusammen finden kann, ansonsten sind wir weiterhin zufrieden.
Response from PetlibroSep 16, 2026
Hallo Melanie,
Vielen Dank für Ihre Nachricht. Ich verstehe Ihr Anliegen bezüglich der Erreichbarkeit unseres Kundenservice.
Es freut uns sehr zu hören, dass Sie mit den Produkten von Petlibro zufrieden sind. Wir danken Ihnen herzlich für Ihr ehrliches Feedback zu unseren Antwortzeiten. Wir arbeiten kontinuierlich daran, unsere Kommunikationswege und die Schnelligkeit unserer Lösungen zu verbessern.
Es ist schön, dass der Austausch Ihres Futterautomaten reibungslos verlaufen ist. Wir wünschen Ihnen und Ihren Tieren weiterhin viel Freude mit unseren Produkten.
Wir wissen Ihre Geduld sehr zu schätzen. Sollten Sie weitere Fragen haben, zögern Sie bitte nicht, uns zu kontaktieren. Wir setzen alles daran, Ihnen zu helfen.
