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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Ich habe den Nassfutterautomat mit Edelstahlnäpfen bestellt. An sich ist die Verarbeitung hochwertig und er funktioniert eigentlich gut, jedoch ist das Futter trotz der 30 minütigen Kühlungspause zu kalt und mein Kater wollte nichts mehr essen. Aus diesem Grund habe ich über das Portal auf der Website fristgerecht (gleich am nächsten Tag) Retour beantragt. Zunächst hat sich eine KI bei mir gemeldet und gesagt, dass binnen dreier Tage ein Supervisor mir die Retourdaten schicken wird. Von diesem Supervisor habe ich fünf Tage später immer noch nichts gehört und auf neue Nachrichten antwortet der Kundensupport gar nicht mehr. Sehr schade, da ich die Firma eigentlich als vertrauenswürdig eingeschätzt hatte. Ich hoffe mein Fall wird in kürze noch bearbeitet (Bestell Nr. 23200070118), sodass ich meine Bewertung erhöhen kann.
UPDATE: ca. zwei wochen später hat die Geldrückgabe geklappt. Der Supervisor Christian hat sich nach über einer Woche bei mir gemeldet und die Retour selber betreut. Nach kurzem hin und her wurde mir das Geld zurück erstattet, jedoch muss man sagen, dass die supervisor schnell antworten und hilfsbereit sind.
Ich denke das Problem liegt nicht daran, dass sich Petlibro vor Rückgaben drückt, sondern das evtl. Personalmangel vorliegt.
LL
Lisa L.
Quick response
Quick response, great resolution to my problem. Device was no longer turning on and was sent a replacement very quickly!
MJ
Mrs J.
Just wait for improvements
We have effectively been early users of this litter box, and I now regret not waiting longer before purchasing.
I will begin with the fabric litter tray. I am unsure how this performs in multi-cat households, but with a single male cat, the tray has already become saturated with urine odour. After only two months of use, there is a persistent smell throughout the house despite the unit’s advertised filtered cleaning function.
Another concern is the height of the unit. In my case, my cat refuses to use the step, which results in litter being kicked out of the tray each time it is used, leaving a considerable mess that needs to be cleaned up repeatedly.
The device also appears inconsistent in detecting and fully clearing waste, as I frequently find scattered faeces remaining in the tray.
In addition, the ongoing requirement for proprietary consumables, including bin bags that are not compatible with standard alternatives, as well as subscription-based filters and camera access, makes the overall cost significantly higher than initially expected.
Overall, I am disappointed with the product’s performance and ongoing cost, particularly in relation to its advertised convenience and functionality.
Response from PetlibroJul 24, 2026
Dear customer,
Thank you for taking the time to share your detailed feedback. We truly appreciate you sharing your experience with our litter box. We’re sorry to hear that your experience has not fully met your expectations, and we understand your concerns regarding odor, litter tracking, cleaning performance, and ongoing costs.
We understand how frustrating it can be when odor control does not meet expectations. We have suggested trying the Luma Replacement Litter Mat as a possible solution and hope it helps improve the odor control experience. Our support team has also followed up with you to better understand whether this adjustment improves the situation.
For the litter tracking concern, we understand that having additional cleanup after your cat uses the litter box can be frustrating. To help reduce litter tracking and keep the surrounding area cleaner, we recommend using a Litter Trapping Mat as a possible solution. Our support team will follow up with you within 24 hours to better understand your experience and provide further assistance if needed.
For the cleaning performance concern, we understand that finding remaining waste in the tray can be frustrating. Cleaning performance can be affected by factors such as litter type, filter selection, cleaning frequency, and litter level. To help achieve the best performance, we recommend:
• Using low-dust, strong clumping litter to help prevent waste from sticking to the tray.
• Keeping the litter level within the recommended range — too little litter may cause waste to stick to the bottom, while too much may affect the tumbling process.
• Checking whether larger clumps are getting stuck and preventing complete cleaning.
• Selecting the appropriate filter based on your litter type:
• Round-holed filter: ideal for small-grain clumping litter.
• Slotted filter: recommended for tofu-based or mixed litters.
We also understand your concerns about ongoing costs. PETLIBRO accessories are designed to support optimal performance, but customers are not required to subscribe to replacement services. Compatible alternatives may also be used where appropriate, including compatible waste bags. Filters are physical consumable parts designed to help maintain odor control and air quality and can be purchased separately when needed.
Regarding camera and cloud services, these features are optional and are not required for the litter box’s core cleaning functions. Customers can choose whether to use additional features such as cloud storage based on their personal preferences.
We sincerely appreciate your feedback, as it helps us continue improving our products and customer experience. We hope these suggestions help improve your experience, and our support team is always available if you need further assistance.
Sincerely,
PETLIBRO Customer Support
HA
Hailey A.
Worst customer service EVER
Worst customer service EVER.
I have multiple claims going on all for one issue I'm also commutating on insta. Oh and no one answers the phone!
It's been 10+ days for all claims and insta and still NO ONE has resolved the issue.
The collar and door stopped working together on rfid feeder. Send me a new one I'll send back the broken one I promise.
BR
Brandi
Warranty claim doesn’t have to be scary
Unfortunately I needed to send a warranty claim in for my polar feeder purchased on the Petlibro website. Customer service member Vincy was able to help resolve my claim and send out a replacement within the week! Petlibro guarantees these feeders for 2 years from date of purchase and there’s a clear process to submit a claim. All the customer service I’ve received has been absolutely top notch! I truly believe the people that work here have a great understanding of pet owners needs and also care about giving 5 star service and retaining customers.
We have 4 of these feeders that our cats adore! I hardly remember getting up before daylight for morning feedings and rushing home for afternoon ones! Keep doing what you’re doing!
Response from PetlibroJun 13, 2026
Hi there,
Thank you so much for taking the time to share your wonderful experience with us. We are thrilled to hear that Vincy was able to assist you so effectively and that your replacement arrived quickly. 😊
It is heartening to know that your cats adore their feeders and that they have made your daily routine much easier. We truly value your kind words about our customer service team and our commitment to pet owners. Your support means the world to us! 🙏
We really appreciate your patience and if you have any further questions, please don’t hesitate to contact us.
MK
Michelle K.
took care of my problem
took care of my problem
Response from PetlibroJun 13, 2026
Hi Michelle,
Thank you for your five-star review. We are delighted to hear that we were able to resolve your issue to your satisfaction.
If we can be of further assistance, please feel free to let us know, we spare no effort to serve you.
MR
MrC
Dockstrap 2, so far so good.
Purchased a Dockstream 2 a couple of weeks ago and so far, so good. Was easy to set up and all my cats took to it straight away. The app is a bit of a gimmick rather than serve a real purpose especially if you are a multi cat household. All in all though no complaints.
Response from PetlibroJun 12, 2026
Hi there,
Thank you for your message. I understand your concern about the app functionality for multi-cat households.
It is wonderful to hear that your recent purchase was easy to set up and that all your cats are already enjoying it. We truly appreciate you taking the time to share your feedback with us, as it helps us understand how we can better serve homes with multiple pets.
If we can be of further assistance, please feel free to let us know, we spare no effort to serve you.
NA
Nadia A.
Extremely helpful when I reached out to…
Extremely helpful when I reached out to customer service and offered me a solution and they were very caring and kind to me and my fur baby! Thank you
Response from PetlibroJun 12, 2026
Hi Nadia,
Thank you for your message.
It was so wonderful to read your kind words about our team. We are thrilled to hear that we could provide a helpful and caring solution for you and your fur baby. Your feedback truly means a lot to us.
We are always here if you need anything else.
