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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Nur meine Zeit verschwendet.
Zwei Wochen sinnloser E-mail Verkehr für eine Reklamation.
Trinkbrunnen hat 3 Tage sehr schön funkioniert.
Reklamation schwierig.
Hab zwar mein Geld zurück aber kein Trinkbrunnen.
Ist bestimmt auch besser so.
Dafür jede Menge E-Mails.
Response from PetlibroMay 23, 2025
Hallo Percy,
Vielen Dank für Ihr Feedback. Wir verstehen Ihre Unzufriedenheit mit unserem Kundenservice.
Es tut mir sehr leid, dass Ihre Erfahrung mit unserem Support-Team nicht Ihren Erwartungen entsprochen hat. Wir legen Wert auf Qualitätsprodukte und zuverlässigen Kundenservice, und es ist enttäuschend zu erfahren, dass wir Ihnen nicht gerecht werden konnten.
Unser Support-Team wird Ihnen bezüglich des Problems mit dem Brunnen gerne eine passende Lösung anbieten.
Bei weiteren Fragen oder Anliegen können Sie sich gerne an uns wenden. Ihr Feedback ist uns wichtig. Wir freuen uns, wenn Sie uns auf diese Probleme aufmerksam machen, und hoffen, Sie zufriedenzustellen.
BK
Brianna K.
Wanted to love it, but I hate it…
To be honest I really wanted to love these products but from assembly to use the designs are flawed. Their app, a mess. It won’t connect to any of the “smart” devices half the time, we upgraded our internet and the items were suddenly incompatible. Customer service was so unhelpful. Weeks and weeks of back and forth waiting for responses, videos and photos sent with no resolution. The automatic feeder makes a mess and basically grinds the food leaving tons of dust at the bottom. But the dockstream was really the biggest let down. Even with consistent cleaning and filter changing the thing gets so disgusting. Weight could never balance and as I mentioned before the app was terrible at accuracy. IMO these are just over priced and not worth the hassle.
Response from PetlibroMay 23, 2025
Hello Brianna,
Thanks for reaching us.
I understand that you may need our assistance.
To start the process of rectifying this situation, could you please provide us with the email address you used when reaching out to our customer service? This will allow me to review all the previous communications and get a clear understanding of the issue. Once I've done that, I will be able to offer you the appropriate support and assistance.
We are pleased to inform you that we offer a 24-month warranty for our products. To better assist you, could you kindly provide us with the following information:
1. Your order receipt
2. The issue you are facing
3. A video of the problem (if possible)
We appreciate your time, and we look forward to hearing from you.
NM
Neil M.
Petlibro cat feeder - can’t be relied upon
We bought a Petlibro cat feeder. Very snazzy. Lots of gimmicks like the ability to record the sound that you want to attract your cats to the food and a video that allows you to watch them eating it. There is, however, a fundamental problem. We bought our feeder to feed two cats. The feeder has two bowls. It has a system that is intended to issue a total amount of food and to divide it between the two bowls. After testing it repeatedly (with increasing frustration), I found that both the total of the food that was issued into the two bowls and the amount that went into each bowl was not correct. The total amount of food that went into the bowls was less than what I intended. The amount of food that went into each bowl was not but should have been the same. On a lot of the tests, the amount that went into one bowl was double the amount that went into the other bowl and, in my tests, which bowl got how much food was completely random. Sometimes the first bowl got more than the second and sometimes the second got more than the first. All in all, not a product that we can rely on to feed our two cats when we’re away for an entire day. I want to have the confidence that the cats are both getting the total amount of food that they need and that they’re getting the right quantity at the right time. We’ve had to buy another feeder. Unfortunately, one of my cats is defeating that one in different ways. I am now wondering whether I need to try a third cat feeder.
Response from PetlibroMay 22, 2025
Hi Neil,
Thank you very much for taking the time to share your experience — I’m truly sorry to hear about the frustration this has caused. We completely understand how important it is to ensure both of your cats are fed the correct amount, especially when you're away from home.
While we understand your concern regarding the inconsistency in the total and split portions, please allow us to clarify a few points:
✅ On Total Amount Dispensed:
The actual amount of food dispensed may vary slightly depending on the kibble’s size, shape, and density. This is not a defect, but a common limitation in all automatic feeders that use portion-based rotation systems. To address this, we recommend doing a quick test with your kibble to see how much is dispensed at your selected setting, and then fine-tuning the portion size accordingly. For example, if you intend to feed 6/12 cups but consistently receive less, you could increase the setting slightly to meet the desired amount.
✅ On Uneven Distribution Between Bowls:
While no feeder can guarantee 100% perfectly even distribution, the following steps can help improve balance:
1. Check Splitter Position: Ensure the splitter is positioned correctly in the center of the dual tray.
2. Update the App: Please make sure your PETLIBRO app and firmware are updated to the latest version.
3. Set to Dual Tray Mode: In the app, under Device Settings, set the Food Dispensing Mode to “Dual Tray.”
4. Use Even-Number Portion: Dispensing even-number portions like 4/12 or 6/12 cups (minimum of 2/12) tends to improve distribution consistency.
We truly regret that the product didn’t meet your expectations this time, and we’re here to assist if you decide to give it another try or need help adjusting the settings to better suit your cats' needs.
Thank you again for your feedback — it helps us improve. Please contact our support team (email address: [email protected]) if there's anything else we can do to assist you or make things right.
OS
Orestis S.
They sell the Glacier in Switzerland but not the replacement filters
They sell the Glacier in Switzerland but no replacement filters available. The support even asked me to ask a friend over in Germany to send the filters to me.
Today, I was forced to buy again a new fountain because Petlibro still refuses to ship the replacement filters to Switzerland although you still can buy this model here. Is that really legal?
Response from PetlibroMay 19, 2025
Hello Orestis,
Thank you for reaching out, and I sincerely apologize for the frustration and inconvenience you've experienced.
We understand how disappointing it is to purchase a product locally and then face challenges obtaining essential replacement parts. While we currently do not offer direct shipping of replacement filters to Switzerland, we recognize the gap this creates for our international customers, and we’re actively working to improve our global support and distribution channels.
That said, we truly regret that you felt forced to purchase a new fountain due to this issue — that’s certainly not the experience we want for our customers. While regional availability and logistics can affect what we’re able to ship and where, we understand your concern and are escalating your feedback internally.
Thank you again for bringing this to our attention, and we appreciate your patience as we work to improve our service.
Best regards,
Fortunato
Customer Support Team
YA
Yeliz A.
Der Futterautomat
Der Futterautomat, den ich seit einem Jahr benutze, ist plötzlich kaputt gegangen. Ich korrespondiere seit 5 Tagen mit Pedlibro, aber sie stellen mir ständig bedeutungslose Fragen. Ich habe nächste Woche eine Geschäftsreise und sie haben immer noch keine Lösung für mein Problem gefunden. Bitte finden Sie dringend eine Lösung für mich, da meine Katze nächste Woche zwei Tage alleine sein wird.
Response from PetlibroMay 28, 2025
Liebe Frau Albayrak,
es tut uns sehr leid zu hören, dass Sie mit unserem Kundenservice unzufrieden sind. Bitte seien Sie versichert, dass wir stets bemüht sind, einen hochwertigen und zeitnahen Support zu bieten – besonders in dringenden Fällen wie Ihrem.
Leider konnten wir anhand Ihres Namens Yeliz Albayrak kein passendes Support-Ticket in unserem System finden. Es wäre sehr hilfreich, wenn Sie uns unter [email protected] nochmals kontaktieren und dabei Ihre Bestellnummer oder die E-Mail-Adresse angeben könnten, mit der Sie sich ursprünglich an uns gewendet haben. Sobald wir Ihre Anfrage gefunden haben, werden wir sie mit höchster Priorität behandeln und gemeinsam eine schnelle Lösung finden – damit Ihre Katze während Ihrer Reise gut versorgt ist.
Vielen Dank für Ihre Geduld und Ihr Verständnis.
BL
Blair
Petlibro's customer service is…
Petlibro's customer service is extremely frustrating. I have the One RFID Smart Feeder and my cat's RFID tag stopped working. I reached out to the company to receive a replacement and the have so far refused. I have had multiple back and forth emails with customer service and have yet to get a replacement part. A non working RFID tag defeats the purpose of this product. They sell them on their website for $10, so I guess I will just have to buy it.
Response from PetlibroApr 27, 2025
Hi Blair,
Thank you for bringing your concern to our attention. We are truly sorry to hear about the frustrating experience you've had with our customer service. We understand how important it is for the RFID tag to work properly with your One RFID Smart Feeder, and we sincerely apologize for the inconvenience caused by the delay in getting you a replacement.
We want to assure you that your case has now been escalated to us, and I will be personally handling it from here on out to ensure that the issue is resolved to your satisfaction. Our goal is to make this right and provide you with the support you deserve.
To start the process of rectifying this situation, could you please provide us with the email address you used when reaching out to our customer service? This will allow me to review all the previous communications and get a clear understanding of the issue. Once I've done that, I will be able to offer you the appropriate support and assistance.
Again, we apologize for the trouble you've gone through, and we are committed to making sure that you have a fully functional RFID tag for your feeder. If you have any other concerns or questions in the meantime, please don't hesitate to let us know.
AG
A G.
Braucht man nicht!!!!!
Braucht man nicht!!!!!
Immer, wenn man vorbei geht, hat die Katze angeblich getrunken!!!!!
Insgesamt schöner Brunnen, leicht zu reinigen, aber, Katze nimmt ihn nicht an!
Response from PetlibroMay 23, 2025
Hallo A. G.,
Vielen Dank für Ihr Feedback. Wir verstehen, wie frustrierend es sein kann, wenn ein Produkt nicht wie erwartet funktioniert.
Keine Sorge, mit unserer 24-monatigen Garantie ab Lieferdatum und unserem lebenslangen technischen Support helfen wir Ihnen gerne weiter.
Wir sind stets bemüht, Sie zu unterstützen und alle Ihre Probleme zu lösen. Um Ihnen weiterhelfen zu können, bitten wir Sie um Ihre Mithilfe und geben Sie uns einige wichtige Informationen.
Um genauere Daten zu gewährleisten, empfehlen wir Ihnen die folgenden Hinweise zur Platzierung des Brunnens:
1. Stellen Sie sicher, dass der Sockel sicher steht und das Kabel ordnungsgemäß im Kabelschlitz verlegt ist.
2. Stellen Sie den Brunnen und die Netzkabel nicht an Wänden auf oder lehnen Sie sie an andere Gegenstände.
3. Stellen Sie den Sockel auf eine feste und stabile Oberfläche, fern von möglichen Störquellen oder Vibrationen durch nahe gelegene Gegenstände.
Nachdem Sie diese Anpassungen vorgenommen haben, empfehlen wir Ihnen, sich etwas Zeit zu nehmen und die Situation innerhalb der nächsten 48 Stunden zu prüfen, um sicherzustellen, dass das Problem behoben wurde und Sie zukünftig ein reibungsloses Nutzungserlebnis haben.
Sollte das Problem nach den oben genannten Anpassungen weiterhin bestehen, wäre es sehr hilfreich, wenn Sie uns zusätzlich ein Bild der Umgebung, in der der Brunnen aufgestellt ist, und den Bestellbeleg Ihres Brunnens zusenden könnten.
Bitte senden Sie uns den Bestellbeleg mit der Bestellnummer und den Verkäuferinformationen.
Anhand dieser Daten können wir Ihnen eine präzisere und individuellere Lösung anbieten. Darüber hinaus ermöglichen uns diese Details, etwaige Leistungsänderungen des Brunnens über bestimmte Zeiträume zu analysieren.
Wir schätzen Ihre Zeit sehr und verstehen, dass die Bereitstellung dieser zusätzlichen Informationen Ihrerseits etwas Aufwand erfordern kann. Seien Sie jedoch versichert, dass Sie dadurch wesentlich zu einer effizienten Lösung dieses Problems beitragen.
Vielen Dank für Ihre bisherige Mitarbeit. Wir danken Ihnen für Ihre Geduld und freuen uns darauf, die gewünschten Informationen bald zu erhalten.
PE
Pat E.
Bought a Dog feeder 2 years ago - its dead!
Bought a Dog feeder 2 years ago. It was a little cumbersome to set up compared to other auto feeders I have had, but I delt with it. Now the unit went totally dead. Customer support said they can't help me without my proof of purchase. Never buying this brand again!
