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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The person, Jestoni, who helped me through my problems with the Petlibro subscription was incredibly knowledgeable, helpful, and empathetic. They were able to help me with everything I needed and were so nice during the whole process.
Response from PetlibroOct 7, 2026
Hi Shannon,
Thank you for your message. I understand your concern about sharing your feedback with us.
We are so grateful for your kind words. It is heartening to hear that you had such a positive experience with our team. We strive to provide the best possible support, and your appreciation truly motivates us to keep doing our best.
If we can be of further assistance, please feel free to let us know, we spare no effort to serve you.
AL
Alexa
Real People - Real Pet Care
I had a shipping issue and customer service reached out to talk me through it AND followed up to make sure our fountain was received. The fountain itself (Dockstream 2 Smart Fountain) is awesome, solving some pain points that are common with pet fountains, like the wiring getting in the way of frequent cleaning. I ended up buying a second one directly from Petlibro again, since both the service and product were good quality.
Response from PetlibroOct 10, 2026
Dear Alexa,
Thank you so much for sharing your wonderful experience!
We're delighted to hear that our customer service team was able to assist with your shipping issue and follow up to ensure your fountain arrived safely. It's also great to know that you're enjoying your Dockstream 2 Smart Fountain and finding its design convenient for everyday cleaning.
We're especially grateful that your positive experience inspired you to purchase a second fountain. Your trust and continued support mean a lot to us.
Thank you again for choosing Petlibro. We wish you and your pets many happy and healthy moments together!
Sincerely,
Petlibro Customer Support
CO
Consumer
The order was delivered on time and was…
The order was delivered on time and was exactly what I had ordered.
Response from PetlibroOct 10, 2026
Dear customer,
Thank you so much for taking the time to share your positive experience!
We're delighted to hear that your order arrived on time and that everything was exactly as expected. Providing a smooth and reliable shopping experience is very important to us, and we're glad we could meet your expectations.
We truly appreciate your support and trust in Petlibro. We look forward to serving you again in the future!
Sincerely,
Petlibro Customer Support
IC
Isaac C.
Support came through with a free replacement
My Petlibro One RFID Feeder stopped giving low food warnings. The tank could be totally empty and I'd never get a notification. I had already cleaned the sensors and factory reset it before I contacted support.
I reached out on September 30 and the replies were fast. Vivian was friendly and kept things moving. The troubleshooting got a little repetitive, since I was asked to clean the sensors again after saying I already had, and I was asked for my FCC ID after giving the serial number. I also had to send two videos and my invoice. Looking back, they clearly wanted proof before committing, and once they had it they didn't drag their feet.
They approved a replacement within two days of my first message. The replacement part for the base was out of stock, so instead of making me wait they sent a complete new feeder at no cost. The ivory color was out of stock too, so I'm getting white, which is fine by me. I was given a replacement order number right away.
I haven't received the new feeder yet, so I can't speak to the unit itself, but the support experience earns 5 stars from me. Quick, polite, and they fixed it without a fight.
Response from PetlibroOct 10, 2026
Dear Isaac,
Thank you so much for taking the time to share your experience with us!
We're delighted to hear that Vivian was able to assist you promptly and help arrange a satisfactory solution. Your kind words about her friendly and attentive support mean a great deal to our team, and we'll be happy to share your feedback with her.
We also appreciate your patience throughout the troubleshooting process and your constructive feedback regarding the repeated steps. Your suggestions are valuable in helping us improve our support experience and make the process smoother for our customers.
We hope your replacement feeder arrives soon and works perfectly for you and your pet. If you need any further assistance, please don't hesitate to reach out. We're always happy to help!
Thank you again for your trust and support of Petlibro.
Sincerely,
Petlibro Customer Support
CO
Connor
Helpful and easy to work with
Quick responses and helpful with shipping out a replacement when there were issues.
Response from PetlibroOct 2, 2026
Hi Connor,
Thank you for sharing your feedback and for the five star rating. We are so glad to hear that our team was able to provide prompt and helpful assistance when you needed a replacement. Ensuring a smooth experience for our customers is very important to us.
We really appreciate your patience and if you have any further questions, please don’t hesitate to contact us.
ER
Emily R.
Excellent customer service
Made everything super easy to deal with getting my replacement items
Response from PetlibroOct 10, 2026
Dear Emily,
Thank you so much for taking the time to share your positive experience!
We're delighted to hear that our customer support team made the replacement process smooth and hassle-free for you. Providing helpful, efficient, and reliable support is always our goal, and it's wonderful to know that we met your expectations.
Your kind words mean a lot to our team. We truly appreciate your trust and support of Petlibro, and we're always here if you need any further assistance.
Sincerely,
Petlibro Customer Support
FI
Firefly822
I had some issues with Scout cameras…
I had some issues with Scout cameras and although it took a bit of troubleshooting, PetLibro, specifially Kristine, helped me through the process. The end result was shipping me two new Scout cameras. Kristine made the process so much easier. She was helpful, polite, and super sweet. Thanks Petlibro for sending the new cameras. Hopefully this will resolve our issues.
Response from PetlibroSep 30, 2026
Hi there,
Thank you for your message. I understand your concern about the initial difficulties you encountered with your Scout cameras.
We are so glad to hear that Kristine was able to provide such helpful and kind support throughout the troubleshooting process. It is wonderful to know that the replacement cameras have arrived and that the experience was a positive one for you. We truly appreciate you taking the time to share your feedback and for your patience while we resolved the situation.
We really appreciate your patience and if you have any further questions, please don’t hesitate to contact us.
TM
Tatiana M.
UPDATED: Issue resolved!
UPDATE:
This was never the fault of the customer service team I was in contact with so 100x appreciation for their constant speedy responses. I was never left too long without any contact. They were following protocol and tried all they could which I understand. After leaving my honest review they have since contacted me and made things right. I never want to take advantage of any policies as to not affect future customers and I am more than willing to send back the faulty units as I just want fountains that work for my cats. They are sending me new units and I thank them and their team for fixing this issue for me!
Original post: I purchased Petlibro water fountains for my cats because they seemed like a higher-quality option and, given the price, I expected them to be reliable. Unfortunately, I’ve had issues with multiple fountains since they were purchased, and getting a replacement has been far more difficult and time-consuming than it should have been.
The biggest frustration has been the amount of “proof” and back-and-forth required to demonstrate that the fountains are actually defective. I have been repeatedly asked to provide additional evidence of the problem, despite already explaining the issue and providing what I reasonably could. At a certain point, it feels like the burden is being placed entirely on the customer to prove that a product they paid a significant amount of money for is not working properly.
What makes the experience even more frustrating is that I am currently out of the country, and I’m trying to make sure my cats have functioning water fountains while I’m away. Having to jump through multiple hoops with customer service over a defective product has made an already stressful situation much more difficult. I have resorted to making my cat sitter leave out water bowls to the side and refilling it everyday just in case.
I do appreciate that Petlibro ultimately agreed to send a SINGLE replacement, but the process has left a very poor impression. I’ll be purchasing a different brand for my other cat rather than continuing to invest in Petlibro products.
For the price of these fountains, I expected a much more straightforward warranty and customer-service experience.
Response from PetlibroSep 30, 2026
Dear Tatiana,
Thank you for taking the time to share your experience. We’re very sorry that the warranty process has felt so repetitive and burdensome, especially while you are traveling and trying to make sure your cats have reliable access to water.
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 handled more efficiently and with less repeated communication.
We also want to address your concern about being asked to provide so much “proof.” Please know that we do believe your description of the issue. The troubleshooting steps, videos, and test results are not intended to make you prove that the fountains are defective. They are used to help us identify more precisely where the problem is coming from — for example, whether it is related to the fountain base, the rotor, the power supply, or the sensing mechanism — so that we can provide the correct solution and also share useful findings with our technical team to help improve future products.
We truly appreciate the time and effort you have already put into these checks. Your feedback and cooperation have helped us narrow down the issue, and we understand why having to go through so many steps has left you with a poor impression of the overall experience.
We are also sorry to hear that this experience has affected your confidence in continuing to choose Petlibro for your other cat. We understand that reliable products and straightforward support are especially important for products that are part of your pets’ daily care, and we take that feedback seriously.
We have confirmed that your order is still within Petlibro’s 24-month warranty period. Your case has been prioritized, and a member of our customer service team will follow up with you within 24 hours to continue the warranty process and provide you with a clear solution and next steps.
Thank you again for your patience, your detailed feedback, and the cooperation you have already provided throughout this process.
Sincerely,
Petlibro Customer Support
