Petlibro Reviews | Read Customer Reviews of petlibro.com

Petlibro Reviews | Read Customer Reviews of petlibro.com

Petlibro reviews

Showing 35 reviews with 3 stars · Clear filters

Ching-Shan C.
Sep 4, 2026
Hard to get a representative or a response from Petlibro
[Resolved] After more than a month, things are finally resolved as Petlibro sent me a complimentary product to make up for the inconvenience and I've returned the extra package for them via Fedex. ---- [Followup] The extra parcel arriveed at my doorstep over a week ago, and it has been impossible to arrange a pickup service with Petlibro as it seems like the company is understaffed with the customer service. The extra parcel has been sitting in the hallway as there's no room in my apartment to keep it and it's simply too heavy for me to carry it myself. The inconvenience it has caused due to, possibly, their system error, still hasn't been solved, and no response from their customer service yet.... VERY VERY FRUSTRATING. ---- [Update] Kristine was very helpful throughout the process and finally got an email regarding the reshipping tracking after about 10 days since I initially purchased. Although the website design doesn't really make it clear that they have a customer service phone number, I'm glad I was able to eventually get someone on the phone to sort it out together. Looking forward to receiving the package within 3-8 business days. ---- Absolutely impossible to get a hold of a human representative which seems to be an important part of the overall experience especially since that they don't have a customer service phone number to call.
Response from PetlibroSep 8, 2026
Hi Ching-Shan, Thank you for sharing your experience. We are sorry that it was difficult to reach a human representative when you needed assistance. During this busy period, we have experienced a significant increase in customer inquiries, which has resulted in slower response times than usual. Please rest assured that we are actively training additional team members, strengthening our support processes, and working to respond to every inquiry as quickly as possible. Your case has also been prioritized. We would also like to clarify that Petlibro does offer phone support. You can reach our customer service team at: +1 (855) 920-4555 We also noticed that your current request is related to changing the shipping address. Since the parcel is being fulfilled and delivered through Amazon logistics, we are unfortunately unable to modify the delivery address from our side once the shipment is already in process. Could you please let us know whether a family member, friend, neighbor, or someone else at the original delivery address may be able to receive the parcel for you? A dedicated member of our support team will follow up with you again within 24 hours to continue assisting with your case. Thank you for bringing this to our attention and for giving us the opportunity to help. Sincerely, Petlibro Customer Support
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Hallie E.
Sep 3, 2026
Terrible customer service
Update: after 3 weeks I did receive my warranty replacement. They seem to be having staffing issues in customer service that they will hopefully get fixed I purchased an RFID feeder from Chewy in March 2025. This product has a 24 month warranty. The lid stopped working, so I walked through the technical resolution process with Petlibro’s chat bot, and it determined my product needs to be replaced. They told me a human would take over the process to get my replacement product. This was over a week ago. I have tried calling, emailing, and updating my case through the chat bot with no response. My cat is eating significantly less because he is used to grazing and I am having to watch him eat so my other cat does not eat his food. These products are designed for elderly and special needs cats, so there should be urgency in responding to warranty claims. I have seen many compliants on this company’s customer service so I am afraid it will be weeks if they ever respond
Response from PetlibroSep 10, 2026
Hi Hallie, Thank you for taking the time to share your experience. We are very sorry that your warranty case has taken longer than expected, especially after you had already completed the troubleshooting and provided the requested receipt, PN information, and video. During this busy period, we have experienced a significant increase in customer inquiries, which has resulted in slower response times than usual. We are actively training additional team members and improving our internal support process so that warranty cases can be reviewed and followed up more quickly and consistently. Based on the information currently available in your case history, it appears that the main materials needed for the warranty review have already been provided, and your case has been forwarded for further specialist review. We also understand your concern about your cats’ feeding needs and the urgency of having a reliable feeder when they cannot share the same prescription food. Please rest assured that your product is within Petlibro’s 24-month warranty period, and we will take responsibility for providing the appropriate warranty support. Your case has been prioritized, and a dedicated member of our support team will follow up with you within 24 hours with a clear update. Thank you for your patience and for giving us the opportunity to make this right. Sincerely, Petlibro Customer Support
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Teresa F.
Aug 16, 2026
Dockstream 2 Smart Cordless water fountain
I bought a Dockstream 2 Smart Cordless Fountain - it worked fine to start with but within 24 hours the auto function failed and it won't connect to the internet - in essence I have a very expensive mains only non smart water fountain. Yes there has been an outage which was fixed days ago but after an initial holding response within a few hours - 7 days on, nothing! I have asked for a replacement and then a full refund but no comms at all with Petlibro. They are shockingly awful. Update 28 Aug 26. After a 3 week wait, a replacement Dockstream 2 Smart Cordless water fountain arrived. Thus far, all working as advertised. They got there in the end so rating up from 1 to 3. I accept this was a very busy period for Petlibro due to an outage but some aspects of their Customer Service were still off despite one very helpful and informative Rep who did keep me informed so thank you Rose,
Response from PetlibroAug 25, 2026
Hi Teresa, Thank you for sharing your experience. We are truly sorry that your new Dockstream 2 Smart Cordless Fountain stopped performing as expected within such a short time, and we especially appreciate the time you have already spent troubleshooting the issue and providing videos for our review. The recent Petlibro App service interruption has been resolved. We have also reviewed the information and videos you provided. In the first video, the second indicator from the right is the power indicator; when it is illuminated, the fountain is operating while connected to mains power. Once the fountain has successfully connected to Wi-Fi, the Wi-Fi indicator does not need to remain illuminated continuously, so this behavior by itself does not indicate a connection failure. In the second video, however, we can see that the power indicator is on while the fountain does not respond when you wave your hand in front of the sensor. We understand that the cordless automatic sensing function is one of the key reasons you purchased this model, so our team is continuing to review this behavior carefully. If you need to submit additional device feedback through the Petlibro App, you can go to My → Feedback, select the relevant feedback type such as Product Issue, choose the affected device, and then submit your comments and any available screenshots or attachments. This information can help our technical team review the device data more closely. We also sincerely apologize for the long delay in our responses. We are especially sorry that, after you had already completed the requested troubleshooting and clearly asked us to resolve the matter, you still had to contact us repeatedly for an update. Due to the current peak season, we have experienced a significant increase in customer inquiries, which has resulted in slower response times than usual. We are actively training additional team members and improving our processes so that each inquiry can be handled more efficiently. Your case has also been prioritized. A dedicated member of our support team will follow up with you within 24 hours, review the results already provided, and offer the most appropriate next step for your situation. We are very sorry that this experience has affected your confidence in Petlibro, and we appreciate your patience and cooperation while we work to address it. Sincerely, Petlibro Customer Support
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Lisanne B.
Aug 15, 2026
Kundendienst ist nicht immer um Fehlerbehebung bemüht
Ich habe 4 Polar Feeder , die im Allgemeinen gut funktionieren und von den Katzen gern angenommen werden . Leider kommt es zu häufigen Netzausfällen, da offensichtlich alle Feeder weltweit über die App gesteuert werden. Vor einer Woche ist einer der Automaten komplett ausgefallen (der Futterteller rotiert ständig sobald das Gerät am Netz hängt) Korrespondenz mit dem Kundendienst (selbstverständlich nur in Englisch) bringt viele Entschuldigungsmails mit Hinweisen was man zur Fehlerbehebung tun soll. Nur habe ich das schon gefühlt 100 Mal gemacht . Bin mal gespannt wie es weitergeht. Ich will vor allem eine verlässliche Versorgung meiner Tiere. PS der Kundendienst hat sich ehrlich bemüht, den Fehler zu beheben und möchte zufriedene Kunden. Allerdings hat es eine Woche gedauert, bis das Gerät wieder fehlerfrei lief. Update 15.10.26 Erneut Theater mit dem gleichen Gerät. Wieder 1,5 Stunden Zeit verplempert, um nach Anweisung die App und Verbindungen zu löschen , iPhone und Router neu starten alles neu installieren und verbinden. Petlibro reagierte bis heute nicht auf Reklamation. Ich hatte die Schnauze voll und habe das Gerät dem Händler zur Erstattung zurück gegeben.
Response from PetlibroOct 21, 2026
Guten Tag Frau Benz, bitte entschuldigen Sie aufrichtig, dass Sie erneut mit demselben Problem konfrontiert sind und bisher keine zufriedenstellende Rückmeldung von uns erhalten haben. Wir haben Ihre bisherige Korrespondenz geprüft und verstehen, wie frustrierend es ist, dass derselbe Fehler erneut aufgetreten ist, obwohl Sie bereits viel Zeit in die Fehlersuche investiert haben. Da drei Ihrer vier Futterautomaten einwandfrei funktionieren und nur dieses eine Gerät weiterhin dauerhaft rotiert, können wir Ihre Enttäuschung sehr gut nachvollziehen. Wir möchten Sie nicht erneut bitten, dieselben Schritte durchzuführen. Wir werden Ihren bisherigen Fall und die vorliegenden Geräteinformationen erneut prüfen, um eine angemessene Lösung im Rahmen der Garantie zu finden. Sie können versichert sein, dass wir uns innerhalb von 24 Stunden bei Ihnen melden werden, um Sie über die nächsten Schritte zu informieren. Wir bedauern aufrichtig, dass wir Ihnen bisher nicht den Service geboten haben, den Sie zu Recht erwarten, und danken Ihnen für Ihre Geduld. Mit freundlichen Grüßen Ihr PETLIBRO Kundenservice
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Zane Bekayci B.
Aug 14, 2026
Poor customer service, it all works out in the end.
Update: Petlibro's response is true. The fountain arrive. Then the feeders arrived. I took pictures of the shipping labels on the box the feeders came in and sent it to customer service. I included my credit card statements again and insisted they check their financial records. I suggested perhaps I typed my email wrong. They were able to cross swim prints the shipping label with their records and find the account that was created for the shipment of the feeders. That's how they were able to figure out that my email address had a typo. I had to wait well over a week for a department to do some work on their end so that my correct email address would be connected to the care plan that I purchased when I purchased the feeders. Everything eventually worked out in the end. It certainly took a lot of patience. The feeders and the fountain have solved all of my issues and they work great. The care plan is not worth what they charge for. The app itself without the care plan is perfectly fine. I regret paying over $100 for a year subscription. I will not continue to subscribe ongoing as the subscription does not provide me with anything beneficial. Certainly not worth the money. *********************************** Original post: I was very excited about the technology that Petlibro has such as the RFID feeder and the RFID fountain. Both of which solves multiple problems with my three kitties. One of them just got out of the hospital from a nine day stay and now has a prescription diet. Another of my kitties has a bad habit of eating the other cats' leftovers after she's consumed her own. She has put on quite a bit of extra weight because of this, and now requires her own special food to help her manage her weight. Petlibro had all the answers to my prayers! I was thrilled to find that I could even purchase three feeders and get a discount. Bonus: I could also subscribe to the Careplus plan with my purchase for an additional discount and the shipping turned out to be free. I spent over $500 to solve my kitty feeding problems but it was well worth it! I immediately started receiving emails offering discounts on additional products. My kitty who had been in the hospital was not urinating very often and I became concerned that he may not be drinking enough water. Once again, Petlibro had the answer I was looking for. I went back to the site and purchased the RFID fountain. I looked forward to receiving the feeders any day now, and setting them up as well as the fountain. Immediately after purchasing the fountain, I began receiving emails, one to confirm the purchase, another two update me on delivery progress, and offering a tracking number, yet another one updating delivery progress. That's when I began questioning things, first of all, the RFID feeders should have arrived by then and they weren't here. Second of all, I had not received any confirmation emails about the purchase or transit or delivery of the RFID feeders. I tracked my credit card statement and I had in fact been charged the amount that I agreed on when I made the purchase. It was the same company and the same address that I was charged for the RFID fountain . I reached out to Petlibro informing them of the issue. They told me that they had no record of my first order only record of the RFID fountain. I sent them screenshots of my credit card statement. Days have gone by and I have not heard from them. Also, the status on my Petlibro account indicates that the RFID fountain has been delivered. I received an email stating that the fountain has been delivered. I reached out to Petlibro in the chat about my concerns, it replied that it was connecting me to a live agent "soon" I sat in the chat and waited almost 40 minutes checking back regularly. I didn't get any response from an "live agent" I occasionally send a message indicating I was still waiting, still nothing. It has been three hours since the AI Bot told me that I would be connected with a live agent "soon" Now I'm starting to worry that I've somehow been scammed. I've spent another hour searching the Internet, reading reviews and trying to figure out if other people have had this issue or not. I'm also trying to decide if I should report this to my credit card company and have them investigate the charges. What I would really like to happen is to receive the items that I ordered because I absolutely need these feeders and the fountain to solve my kitties feeding issues. There are other alternatives out there, but Petlibro's products seem to be the best option. Now I'm worried it's too good to be true.
Response from PetlibroSep 16, 2026
Dear Zane, We sincerely apologize for the frustration and concern caused by the delayed responses and the difficulty you experienced reaching our support team. We completely understand how worrying this must have been, especially after making such an important purchase for your cats and initially being unable to locate the order information. We also want to sincerely thank you for the trust and support you showed Petlibro throughout your review. It truly means a great deal to us that, despite the difficulties you experienced, you still recognized the value of our RFID feeders and fountain and remained hopeful that our products could help meet your cats’ different feeding and hydration needs. We are especially grateful that you chose Petlibro so firmly when looking for solutions for your three cats. After reviewing the case, we found that an email address typo had caused the order and subscription information to be associated differently, which made it more difficult for our team to locate and verify the records at first. We also recognize that the extended response time and lack of timely updates made the situation much more stressful than it should have been. We’re glad that our support team was ultimately able to resolve the order and Care subscription issues. On August 26, you also kindly confirmed to us that you had received the resolution in another email thread and that the issues had been resolved. Thank you again for your patience, understanding, trust, and continued support. We will keep working to improve both our products and our customer service so that the experience we provide can better live up to the confidence customers like you place in Petlibro. Sincerely, Petlibro Customer Support Team
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Klaus H.
Aug 12, 2026
Preis/Leistung stimmt nicht, aber unser Kater liebt das Teil
2. Update: 08.10.2026 das unten war wohl eine Großstörung, die alle App- User betraf. Immerhin hat sich Petlibro nach dem Fix mehr oder weniger entschuldigt. Für das, was geboten wird, ist das trotzdem viel zu teuer, vor allem die Folgekosten wie Filter. Weil unser Kater das Teil offensichtlich liebt, habe ich die Bewertung, wie angekündigt von ursprünglich einem auf drei Sterne angehoben. Update: Petlibro hat sich wider Erwarten gemeldet. Es gibt wohl ein umfassende Großstörung. Wenn das jetzt zufällig mit dem Neukauf unseren zweiten Petlibrobrunnens (der erste hat leider auch nicht sehr lange gehalten, aber unser Kater liebt das Geblubber) zusammenfällt und es dann funktioniert, werde ich 3 oder vier Sterne geben. 5 auf keinen Fall, weil viel zu teuer und vor allem die Originalfilter wären auf Dauer viel zu teuer. > to be continued..... Die App funktioniert absolut nicht. Der "Support" ist ebenfalls kaum bedienbar.Man gibt einen langen Text ein und es ist einfach alles weg, genau wie das Wlan beim Brunnen. Das Netz ist voll von Beschwerden. Bei uns funktionier a l l e s im WLAN. Die Petlibro App und/oder die Wlan Module der Geräte sind schlicht unbrauchbar.
Response from PetlibroOct 9, 2026
Lieber Klaus, vielen Dank, dass Sie Ihre Bewertung aktualisiert und Ihre Erfahrungen erneut mit uns geteilt haben. Ihr Feedback ist für uns sehr wertvoll. Es tut uns aufrichtig leid, dass Sie durch die damalige Störung unserer Petlibro App und die damit verbundenen Verbindungsprobleme solche Unannehmlichkeiten hatten, insbesondere kurz nach dem Kauf Ihres zweiten Trinkbrunnens. Die App-Störung wurde inzwischen behoben und der Dienst wiederhergestellt. Unser Technikteam hat den Vorfall anschließend weiter untersucht und zusätzliche technische Lösungen zur Verbesserung der Systemstabilität erarbeitet. Ein besonderer Schwerpunkt liegt dabei darauf, dass die grundlegenden Funktionen unserer Geräte, insbesondere die planmäßige Fütterung bei Futterautomaten, auch bei zukünftigen App- oder Serverstörungen möglichst zuverlässig weiterlaufen können. Wir möchten uns außerdem für die lange Wartezeit bei unserem Kundenservice entschuldigen. Aufgrund eines außergewöhnlich hohen Anfrageaufkommens konnten wir leider nicht so schnell reagieren, wie es notwendig gewesen wäre. Wir erweitern und schulen unser Support-Team und verbessern unsere internen Abläufe, um künftig schneller und zuverlässiger Unterstützung leisten zu können. Es freut uns sehr, dass Ihr Trinkbrunnen inzwischen wieder funktioniert und Ihr Kater ihn so gerne nutzt. Auch Ihre Kritik am Preis-Leistungs-Verhältnis und insbesondere an den langfristigen Kosten für Ersatzfilter nehmen wir ernst. Wir werden Ihre Rückmeldung an unser Produktteam weitergeben, damit diese Aspekte bei zukünftigen Verbesserungen berücksichtigt werden können. Vielen Dank nochmals für Ihre Geduld und Ihre Offenheit. Wir hoffen, Ihr Vertrauen durch zuverlässigere Produkte und einen besseren Kundenservice langfristig stärken zu können. Mit freundlichen Grüßen Petlibro Kundenservice
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Olli
Aug 6, 2026
Preis zu hoch/Leistung mangelhaft
Hallo . Anfangs war ich von dem Trinkbrunnen sehr begeistert, aber sehr schnell auch enttäuscht . Design Top, super Leise, Motor zum Nachkaufen das ist das einzig positive . Als negativ muss ich sagen . Sensor funktioniert so gut wie garnicht, selbst wenn die Katze direkt davor steht, ein Trinkbrunnen soll Katzen animieren zu trinken, wenn es nicht plätschert, geht die Katze auch nicht zum Trinken . Der Preis ist viel zu hoch und ich würde mir diesen Brunnen nicht nochmal Kaufen . Ich bin sehr von Preis/Leistung enttäuscht .
Response from PetlibroSep 20, 2026
Liebe Kundin, lieber Kunde, vielen Dank, dass Sie sich die Zeit genommen haben, Ihre Erfahrungen mit uns zu teilen. Es freut uns, dass Ihnen das Design, der leise Betrieb und die Möglichkeit zum Austausch der Pumpe positiv aufgefallen sind. Gleichzeitig verstehen wir Ihre Enttäuschung darüber, dass die Sensorfunktion nicht so zuverlässig reagiert, wie Sie es erwartet haben. Gerade bei einem Trinkbrunnen ist es wichtig, dass die Wasserausgabe zuverlässig funktioniert, wenn sich die Katze nähert. Wir wissen derzeit nicht, ob Sie hierzu bereits Kontakt mit unserem Kundenservice aufgenommen haben. Falls Sie uns bereits kontaktiert haben und das Problem weiterhin besteht, aktualisieren Sie bitte Ihre Trustpilot-Bewertung und ergänzen Sie Ihre Support-Ticketnummer. Anhand der Ticketnummer können wir den bisherigen Verlauf schnell zuordnen und unser Kundenservice-Team bitten, Ihren Fall bevorzugt zu prüfen und Sie bei der weiteren Lösung zu unterstützen. Vielen Dank nochmals für Ihr offenes Feedback. Ihre Hinweise helfen uns dabei, unsere Produkte und das Nutzungserlebnis weiter zu verbessern. Mit freundlichen Grüßen Petlibro Kundenservice
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David S.
Jul 30, 2026
The feeder fault daily
The feeder fault daily. I have 3 and need to separate my cats food. I like the rfid but rotor gets stuck daily. Lids don't close which defeats the point of the feeder.
Response from PetlibroSep 20, 2026
Dear David, Thank you for sharing your experience. We’re sorry to hear that you have been experiencing repeated issues with the rotor and lid operation, especially when you rely on multiple RFID feeders to keep your cats’ food separated. At this time, we’re not sure whether you have already contacted our support team regarding these issues, as we have not been able to match the reviewer name “David Skarupa” with a specific support case in our system. If the issue is still unresolved, please email us at [email protected] and include a screenshot of this Trustpilot review together with the link to the review. This will help our team identify your case more quickly and review the issue in detail. Once you receive your support ticket number, please also update this Trustpilot review with the ticket number so we can locate the case promptly and prioritize the follow-up. Once we are able to locate or create the corresponding support case, we will prioritize the follow-up and assist you with the appropriate next steps. Thank you again for bringing this to our attention. We would appreciate the opportunity to help get this properly addressed. Sincerely, Petlibro Customer Support
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