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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Der Futterautomat funktioniert einwandfrei, gibt Einblicke in die Fressgewohnheiten der Katzen und überzeugt durch reduziertes Design und Hochwertigkeit. Die Katzen. Fressen ohne Angst und ich kann, wenn ich möchte, mit Ihnen sprechen und sie sehen. Zudem kann man ausführliche Protokolle zum Fressverhalten ablesen. Absolute Empfehlung
Response from PetlibroOct 21, 2026
Vielen Dank, dass Sie sich die Zeit genommen haben, Ihre Erfahrungen zu teilen. Es freut uns sehr, dass der Futterautomat Ihre Katzen entspannt beim Fressen begleitet und Ihnen hilfreiche Einblicke in ihre Fressgewohnheiten gibt. Ihre Empfehlung bedeutet uns viel.
JW
Johnny W.
Petlibro Support Non-existent
Petlibro Support,
This is my formal warranty claim regarding case 707738 / ticket 713281).
Here's the timeline so far:
• Oct 13: I reported the RFID tag reader no longer recognizes tags — a hardware defect. Your team replied the same day saying the case was escalated to a supervisor, with a follow-up promised within 3 business days.
• That deadline passed with no response.
• Oct 16 and Oct 19: I followed up twice. On Oct 19 I was told the case was escalated to the human support team and a specialist would take over soon.
• Oct 20 (today): I followed up by email again, and I also called twice and left voicemails. No answer, no callback.
Your team has now missed its own stated deadline, and I've received no substantive response in over a week — by email or phone.
I’m posting on here in hopes of it actually getting fixed and getting an answer/support; bought the feeder on January 2026 and it’s still in the warranty window.
Please respond asap with a resolution!
Response from PetlibroOct 21, 2026
Dear Johnny,
Thank you for sharing your experience. We sincerely apologize for the delay in following up on your warranty claim and for the frustration caused by having to contact us repeatedly without receiving a clear answer.
We understand how inconvenient it is when your One RFID Smart Feeder stops recognizing your cat’s RFID tag, especially after you have already completed the recommended troubleshooting steps and provided the requested information.
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 to provide faster and more consistent assistance.
We have reviewed your case and understand that you have already provided your purchase information, device details, and troubleshooting results. You will not need to repeat the steps or resend the information you have already shared.
Your feeder is within the 24-month warranty period based on the purchase date you provided, and we are committed to honoring our warranty obligations. Our customer support team will review your existing case and follow up with you within 24 hours regarding the appropriate resolution.
We sincerely apologize that we have not provided the timely and clear assistance you deserve. Thank you for your patience and for giving us the opportunity to address your concerns.
Sincerely,
Petlibro Customer Support
LO
Lisa O.
Unfassbar schlechter Kundenservice
Unfassbar. Die Kommunikation funktioniert nur, wenn man den Weg der öffentlichen Bewertung geht. Erst schien es so, als hätten wir eine zufriedenstellende Lösung gefunden (ein neues Gerät), stattdessen höre ich wieder nichts mehr. Ich möchte eine Sendungsverfolgungsnummer zu meinem neuen Gerät haben. Und erwarte das nun zeitnah das neue Gerät bei mir eintrifft. Seit August läuft das schon so! Einfach nur enttäuschend
Response from PetlibroOct 21, 2026
Hallo Lisa,
es tut uns sehr leid, dass Sie trotz unserer Zusage, Ihnen ein Ersatzgerät zuzusenden, erneut auf eine Rückmeldung warten müssen. Wir verstehen, wie enttäuschend und frustrierend diese Situation für Sie ist, insbesondere nachdem Sie bereits mehrfach Kontakt mit uns aufgenommen und alle erforderlichen Informationen bereitgestellt haben.
Aufgrund eines derzeit ungewöhnlich hohen Aufkommens an Kundenanfragen kommt es leider zu längeren Bearbeitungszeiten. Wir verstärken und schulen unser Support-Team und verbessern unsere internen Abläufe, um Ihnen künftig schneller und zuverlässiger helfen zu können.
Unser Kundenservice wird Ihren Fall innerhalb von 24 Stunden erneut prüfen und sich mit einem konkreten Update zur Ersatzlieferung bei Ihnen melden. Wir werden Ihren Fall weiterverfolgen, bis eine Lösung gefunden wurde.
Vielen Dank für Ihre Geduld. Wir bedauern sehr, dass Sie so lange auf eine verlässliche Rückmeldung warten mussten, und möchten Ihr Anliegen nun konsequent weiterverfolgen.
Mit freundlichen Grüßen
Ihr Petlibro Kundenservice
JW
Janet W.
Update: Public Promises, but Still No Resolution
I am updating my review because, as of 20 October 2026, my complaint remains unresolved.
Petlibro responded publicly to my Trustpilot review, apologised for the problems with both of my Dockstream 2 Smart Cordless Fountains, confirmed that both orders were covered by their 24-month warranty, and stated that my case had been prioritised. They explicitly promised that their customer support team would follow up with me within 24 hours.
Unfortunately, that promised follow-up has not resulted in any meaningful response or solution. I am still waiting, and both issues remain unresolved.
One fountain continues to have an intermittent water dispensing fault, even after I followed the requested troubleshooting steps and swapped the bases. The other still has a serious charging issue, having failed to reach a full charge after being connected to the charger for two full days.
I have already spent an unreasonable amount of time troubleshooting, providing information and videos, and chasing customer service. I should not have to keep pursuing a company to obtain support for two faulty products that are still under warranty.
What is particularly disappointing is that Petlibro made a clear public commitment to prioritise my case and follow up within 24 hours, yet I am still left waiting without a concrete resolution.
A warranty is only meaningful if the company actually provides timely support. Public apologies and promises are not a substitute for action.
I want Petlibro to resolve this matter by replacing both faulty fountains with new units or providing an appropriate refund. I will update this review again if the company finally takes meaningful action.
Response from PetlibroOct 21, 2026
Dear Janet,
We sincerely apologize that, despite our public commitment to follow up within 24 hours, you are still waiting for a clear update. We understand how frustrating and disappointing this experience has been, especially after the time and effort you have already spent trying to resolve the issues with both fountains.
We understand that the water dispensing issue returned even after swapping the bases, while the second fountain continues to experience charging difficulties. Thank you for following the requested steps and providing the video and other information. We recognize that you have already done a great deal to help us understand the situation.
Due to a significant increase in customer inquiries, our response times have unfortunately been longer than usual. We are actively expanding and training our support team and improving our internal follow-up processes to provide faster and more consistent assistance.
We would also like to clarify that troubleshooting is not intended to question your description of the problems or unnecessarily delay the process. It helps our team better understand the condition of each fountain, identify the underlying cause, and provide an accurate and appropriate solution. This is important to avoid recommending an incorrect solution that may not resolve the issue.
We understand that you have already invested considerable time in this process, and we do not want you to repeat steps unnecessarily. Your case requires further attention, and our team will review the information you have already provided to determine the appropriate next steps.
We sincerely regret that our follow-up has not met your expectations. Thank you for your patience and for giving us the opportunity to address your concerns.
Sincerely,
Petlibro Customer Support
HA
Hannah
Broken and ignored by PETLIBRO
Bought cat food feeder which broke within a couple months, followed all instructions on trying to fix it but PETLIBRO agreed it was faulty and could be returned for replacement or refund and then have completely ignored me ever since. Won’t respond to any communication. Expensive trash is what I have. Reference 694163
Response from PetlibroOct 21, 2026
Dear Hannah,
Thank you for sharing your experience. We sincerely apologize for the long wait and the lack of communication regarding your case.
We understand how frustrating it is when your Polar feeder stops working despite having completed the recommended troubleshooting steps, and you are then left waiting for a clear update. We appreciate the time and effort you have already spent trying to resolve this issue.
Due to a significant increase in customer inquiries, our response times have unfortunately been longer than expected. We are strengthening our support team's training and improving our internal follow-up processes to ensure customers receive more timely and consistent assistance.
Your concerns deserve proper attention, and we regret that we have not kept you informed as we should have. Our customer support team will review your existing case and follow up with you within 24 hours to provide an update and clarify the next steps.
Thank you for your patience and for giving us the opportunity to address your concerns. We are committed to following through and working toward a resolution.
Sincerely,
Petlibro Customer Support
LR
LR
RUN from this company -- unsafe and unresponsive
What a horrible experience! I received the Stainless Steel Water Fountain and cleaned it exactly as directed, following procedures and timing. In less than two months of use, the motor was completely overtaken by black mold that is dangerous for cats and could not be cleaned. It was so difficult getting a hold of customer service. Emails went absolutely no where. After many email attempts, I finally got ahold of someone on the phone who tried to walk me through the same troubleshooting steps. They finally agreed to send me a replacement pump and... they sent me an unrelated item for a completely different product having nothing to to with a water fountain. I emailed (no response), called (no one is available to take the call). This company most definitely does not care about safety, and feels like one big AI-Run scam. Run from this company.
Response from PetlibroOct 20, 2026
Dear Lauren,
Thank you for sharing your experience. We sincerely apologize for the frustration and disappointment you've experienced with your Petlibro Stainless Steel Water Fountain and our customer support.
We understand how concerning it must be to discover black buildup around the pump despite following the recommended cleaning instructions, especially when your pet's health and safety are involved. We take concerns about product hygiene and pet safety seriously, and we sincerely regret the worry this has caused.
We are also very sorry that, after waiting for assistance, you received an incorrect replacement part that was unrelated to your fountain. This should not have happened, and we understand how frustrating it must have been to repeatedly contact us without receiving the help you needed.
Due to a significantly higher volume of support inquiries than usual, our response times have unfortunately been longer than expected. We are actively expanding and training our support team and improving our internal processes. However, we recognize that this does not excuse the delays or the incorrect replacement part.
We appreciate the photos and information you've already provided. We've located your support case and understand that you are requesting the correct replacement pump for your Stainless Steel Water Fountain. Your request has been escalated to our human support team for further review, and we will work toward an appropriate resolution without asking you to repeat information you've already shared.
We sincerely apologize that your experience has left you feeling unheard. Your concerns matter to us, and we appreciate the opportunity to address both the product issue and the service failures you've experienced.
Sincerely,
Petlibro Customer Support
NM
Nikki M.
So after another 2 weeks waiting for my…
So after another 2 weeks waiting for my contact I was promised within 24 hours, one tried numerous times to contact Petlibro regarding my existing warranty complaint #695315
I’m beyond disappointed in the radio silence I am getting so if you are thinking about buying anything from this company, don’t bother as if it breaks down within the warranty period you will get nowhere.
Response from PetlibroOct 20, 2026
Dear Nikki,
Thank you for sharing your experience again. We sincerely apologize for the continued frustration and disappointment you've experienced with both your Petlibro Polar feeder and our customer support.
We completely understand why you're upset. You were initially promised a follow-up within three working days, and later assured that someone would contact you within 24 hours. Unfortunately, neither commitment was met. We recognize how frustrating it must be to repeatedly reach out for assistance without receiving a meaningful response, especially when your feeder is still within its warranty period.
We've been experiencing a significantly higher volume of customer inquiries than usual, which has unfortunately affected our response times. However, we recognize that this does not excuse our failure to follow through on our promises. We are actively strengthening our support team, improving staff training, and reviewing our escalation and follow-up processes to prevent similar situations.
We also sincerely appreciate the time and effort you've already spent troubleshooting the feeder and providing a video demonstrating the issue. We understand that you've done everything requested of you, and you should not have had to repeatedly chase us for an update.
Please rest assured that we recognize your product is still within our 24-month warranty period, and we remain committed to honoring our warranty obligations.
Your case has been flagged for priority attention so our customer support team can review the information you've already provided and work toward an appropriate warranty resolution.
We're truly sorry that our lack of timely communication has affected your confidence in Petlibro. Thank you for your patience and for giving us the opportunity to address this matter.
Sincerely,
Petlibro Customer Support
RM
Riley M.
Buyer Beware
I purchased ~$400 CAD of product from PetLibro directly in July 2026. Despite shipping information never being updated, I unexpectedly received part of my order a week after ordering (one of two automatic feeders), so I reached out via email as well as their support page to inquire about the status of the rest of my order. It took several weeks to get a response from them, ultimately the other feeder I had ordered was not in stock and had no estimate for when it would restock, so they offered to refund the product for me or I could wait for it to be in stock. Why I was even able to purchase a product that was out of stock in the first place is beyond me. I requested a refund and also asked how I could return the feeder that had been shipped as I was so sorely disappointed with the customer service thus far. I did not receive a response to that email for another several weeks so I issued a chargeback with my bank. After the chargeback was issued Petlibro became incredibly responsive, told me they would issue my refund right away and also refund me 50% of the value of the product that had been delivered as there is no warehouse that can receive returns in Canada - the only catch was that they would not process the refund with an open chargeback. I cancelled the chargeback through my bank, elated that I was finally going to get my refund after months of dealing with Petlibro, and just wanting it to be over. They sent me an email indicating my refund had been processed and would be returned to my account between 3-6 business days. It has been 13 business days since that email was sent and my money still has not been refunded to my account. It has been almost 3 months of dealing with Petlibro for products I was charged for and never even received and I am sorely disappointed that this issue has not been resolved.
Response from PetlibroOct 20, 2026
Dear Riley,
Thank you for sharing your experience. We sincerely apologize for the frustration and disappointment you've experienced over the past few months.
We understand how upsetting it must have been to receive only part of your order, discover that the remaining items were out of stock, and then face repeated delays in getting assistance. This is certainly not the shopping or customer service experience we want anyone to have.
Due to a significantly higher volume of customer inquiries than usual, our response times have unfortunately been longer than expected. We are actively expanding and training our support team and improving our internal processes to provide faster and more consistent assistance. However, we recognize that this does not excuse the inconvenience you've experienced.
We also sincerely appreciate your patience and cooperation throughout this process, especially the time you've spent following up with us and working with your bank.
We understand your concern about the outstanding refund and sincerely apologize that it has taken longer than the timeframe originally provided. Our support team has followed up with the relevant department to verify the status and will continue working toward a resolution.
We're truly sorry that this experience has affected your confidence in Petlibro. Your feedback is important to us, and we appreciate the opportunity to address your concerns and improve our service.
Sincerely,
Petlibro Customer Support
