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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Ich muss sagen der Service bzw. der Kundendienst ist ja die reine Unverschämtheit.
Mein Brunnen ist nicht mal 1 Jahr alt (der mit der Aluschale, gibt es übrigens nirgends mehr zu kaufen) auf einmal kein Pumpleistung mehr. Kundendienst angeschrieben. Erklärung und Videos und Bla für die gemacht und nach deren Anweisung gerichtet. Gesagt, gemacht, und sie da keine Besserung. Also der Kundendienst geantwortet, und siehe da. Ein neuer Bearbeiter, und der will wieder Videos und sagt was man machen soll. So ging es 2 Wochen lang. Naja dann schmeiß ich den Brunnen lieber in Müll und kaufe mir den 20€ Brunnen aus Tedi.
Der hält wenigstens länger, auch wenn er billig und nach mießer Qualität aussieht.
Response from PetlibroDec 21, 2025
Hallo Florian,
vielen Dank für Ihr Feedback. Wir entschuldigen uns aufrichtig für die entstandenen Unannehmlichkeiten.
Es tut mir sehr leid, dass unser Support-Team Ihre Erwartungen nicht erfüllt hat. Mein Kollege hat Ihre E-Mails vom 11. und 18. November beantwortet. Für Artikel aus unserem EU-Offline-Shop bieten wir Ihnen gerne Unterstützung bei der Fehlerbehebung Ihres Brunnens an. Bitte wenden Sie sich für eine Rückerstattung oder einen Umtausch direkt an den Verkäufer.
Bei weiteren Fragen oder Anliegen können Sie sich jederzeit an uns wenden. Ihr Feedback ist uns sehr wichtig, und wir bedanken uns herzlich, dass Sie uns auf diesen Sachverhalt aufmerksam gemacht haben. Wir hoffen, Ihr Vertrauen in unseren Service zurückgewinnen zu können.
HA
Harry
Pet Libro Polar Wet Food Feeder
Pet Libro Polar Wet Food Feeder - product often drops off the network and refuses to reconnect despite restarting both it and router.
The App interface is poor at best - at worst it leaves no options to troubleshoot as it simply has a "connect" button and no other settings. The instructions in the app itself are poorly worded and unclear.
Because the device lacks and internal memory, there is no option to control it via bluetooth or local wifi - if it disconnects, then it has no functionality. Which means the fact that it has a tendency to drop signal and to fail to reconnect to the network makes it very hard to use.
Certainly not worth the price paid.
Response from PetlibroJan 16, 2026
Dear Valued Customer,
Thank you for reaching out and sharing such detailed and valuable feedback about your experience with the Petlibro Polar Wet Food Feeder. I truly appreciate the time you have taken to explain the challenges you are facing with the Wi-Fi connectivity, app interface, and overall device functionality.
Please accept my sincere apologies for the frustration and disappointment this has caused. The issues you have described—an unreliable network connection, an app that lacks sufficient troubleshooting options, unclear instructions, and a reliance on cloud connectivity—clearly do not reflect the reliable and user-friendly experience we strive to provide. I completely understand your sentiment regarding the product's value, and we are genuinely sorry that it has fallen short of your expectations.
I want to assure you that your voice matters. I have personally escalated every point you raised directly to our technical and product development teams for immediate investigation. Your specific feedback on the app's interface, instructional clarity, and offline functionality will be reviewed as a priority to inform future improvements.
To address the immediate connectivity issues, our technical team suggests a few targeted steps that can often stabilize the connection. Your efforts to restart the device and router were a perfect start. If you are willing, we would be grateful if you could verify the following:
1. Power Source: Please confirm the feeder is consistently powered using the original power cord and adapter.
2. ️Router Proximity: To ensure a strong signal, please ensure the feeder and your Wi-Fi router are in the same room with minimal physical obstructions between them.
3. ️Network Band Separation: If your router broadcasts both 2.4GHz and 5GHz networks under one name (SSID), please consider separating them into two distinct networks with different names (e.g., "HomeWiFi_2.4G" and "HomeWiFi_5G"). The feeder must connect to a dedicated 2.4GHz network, and this separation can prevent common connection conflicts.
Should these steps not resolve the persistent disconnections, please contact me directly. We are prepared to escalate your case further, which may include in-depth remote diagnostics by our technical team or discussing a suitable resolution for your situation.
We deeply value you as a customer and are committed to making this right. Thank you for your patience and for giving us the opportunity to improve based on your experience.
LA
Lauren
Great customer service
I purchased the Dockstream 2 to replace my 2023 model, specifically for the dual rechargeable battery/plug-in capability and app features. Unfortunately, it did not end up working out, however, the customer service I received was very helpful making things right.
Response from PetlibroDec 19, 2025
Hello Reina,
I am writing to you with my most sincere apologies. I am incredibly sorry that our previous response was sent in the wrong language—that was a complete oversight on our part and I understand why it was so frustrating. It was certainly not the level of service we aim to provide.
We have read your feedback regarding the Wi-Fi connectivity, sensor issues, and motor noise on your Dockstream 2. We want to make this right immediately. Since your product is covered under our 24-month warranty, we would like to resolve this for you with high priority.
To help us find your previous support ticket and assist you right away, could you please provide your Order ID or Ticket ID through one of the following ways?
Option A: Reply to this review with your Order ID so we can contact you proactively.
Option B: Email us directly at [email protected] with the subject line "Attention: Priority Follow-up for Reina" and a link to this review.
Once we have your details, our team will handle your case with the highest priority to ensure this is resolved to your satisfaction. We truly value your loyalty to PETLIBRO and hope for the chance to regain your trust.
Best regards,
Petlibro
KY
Kanat Y.
Great Experience
I purchased their automatic litter box after using their pet feeders for a while and this company is the best ! My cat loves the new litter box and got used to it right away. Their support is really attentive and respectful, and they really try and find the best solution for you and your pets. I would like to extend special thanks to Trina for her extensive support.
AS
Ashley S.
terrible company, deceptive products
Products are advertised as advanced tech, but in reality are very poor quality. Petlibro has consistently provided me the worst customer service on all fronts. They don’t abide by their own policies, they don’t provide support unless it benefits them (eg. despite reaching out using 4 different methods, each multiple times, petlibro only responded after I provided a poor review on a feedback survey). When troubleshooting an issue, you should expect to jump through major hoops to get any real help, repairs, replacements. On the bright side, they really don’t ever want any bad reviews so they will rectify any issue pretty quickly if you leave a review (eg. free scout camera and 3 months of the luma litter box premium plan). Lastly, if sustainability matters at all to you, rest assured that they will ship everything separately (eg. luma litter box bundle items shipped individually: plastic bags, filters, litter mat, litter box liner, litter box [understandable], free pet tent [100% drop-shipped]) but will only give you one tracking number; when the first item arrives, your order is “delivered”, even if the remaining 7 items take another week.
Response from PetlibroDec 21, 2025
Hi Ashley,
Thank you for your detailed feedback. We take all reviews seriously as they help us improve. However, we would like to clarify some of the points raised to ensure a complete understanding of our policies and values.
1. On Safety and Proactive Outreach:
Our primary motivation for reaching out to you was to address the safety concerns you mentioned in your return request. We are aware of "extreme case" testing videos online (such as the bottle test). However, the Petlibro Luma is engineered with a comprehensive safety system that ensures a cat—unlike a static object—cannot bypass the sensors. We contacted you because we believe in our product's safety, and we wanted to ensure you had the technical facts before making a final decision.
2. Support as a Gesture of Goodwill, Not a Transaction:
We provide additional support and service plans to our customers because we want you to have the best possible experience with our ecosystem. This is a gesture of goodwill to our loyal users, not a reaction to the nature of a review. We are pleased to see that you chose to keep the Luma litter box and that it is performing well for you. Our goal is always to retain customers through product satisfaction, not through "hoops."
3. Shipping Transparency:
You are absolutely right regarding the tracking numbers, and we appreciate your precision. To ensure the safety of the items, bundle orders are often split into multiple packages. We recognize that only providing the primary tracking number was an oversight on our part, leading to confusion. We have already shared this feedback with our logistics team to optimize how tracking information is displayed for multi-package orders.
4. 90-Day Return Policy:
We stand by our 90-day no-reason return policy for all purchases made on our official website. We are committed to transparency and ensuring that every pet parent feels confident in their purchase.
Thank you again for your constructive criticism. It is through honest dialogue with customers like you that we can continue to innovate and improve.
Best regards,
The Petlibro Team
HM
Hannah M.
Customer Service Rocks
Customer Service helped to get me a replacement on my cameras within days of them being lost in the mail :) They also provided me with a code for my trouble
MW
Madison W.
My fave by far
So easy to set up, and the settings are super customizable! Safety features are amazing, the litter box always stops cleaning for however long my cat wants to look around. Poop drawer is a game changer.
UF
Ufuk
Leider enttäuscht
Wir haben einen Trinkbrunnen der Marke Petlibro gekauft und diesen etwa zwei Monate lang benutzt. Leider haben wir uns danach dazu entschieden, das Gerät nicht weiter zu verwenden.
Ein großer negativer Punkt ist die App, die für uns leider unbrauchbar ist. Wir erhalten regelmäßig falsche Benachrichtigungen, zum Beispiel dass unsere Katze gerade daraus trinkt, obwohl sie seit über einer Stunde neben uns auf der Couch liegt. Auf diese Informationen kann man sich also nicht verlassen.
Ein weiterer Kritikpunkt ist, dass die Filter sehr schnell verstopfen. Dadurch fließt teilweise kein Wasser mehr, was besonders problematisch ist, wenn wir für ein paar Stunden außer Haus sind. Zusätzlich wird in der App nicht angezeigt, wie viel Wasser (in ml) noch im Brunnen ist, was für uns ein entscheidender Kaufgrund war.
Da kein Wasser mehr floss, hat unsere Katze den Brunnen bereits mehrmals umgestoßen, wodurch der gesamte Boden nass wurde.
Insgesamt sind wir sehr enttäuscht. Wir würden den Trinkbrunnen weder erneut kaufen noch weiterempfehlen und haben uns inzwischen für einen anderen Trinkbrunnen entschieden.
Response from PetlibroDec 21, 2025
Hallo,
vielen Dank für Ihr Feedback. Wir entschuldigen uns aufrichtig für die entstandenen Unannehmlichkeiten.
Es tut uns sehr leid zu hören, dass unser Support-Team Ihre Erwartungen nicht erfüllt hat. Nach Durchsicht unserer E-Mail-Aufzeichnungen sehen wir, dass wir Ihre Anfrage am 16. September beantwortet haben, aber erst heute eine Rückmeldung von Ihnen erhalten haben. Könnten Sie bitte Ihren Spam- oder Junk-Ordner überprüfen und uns bei Gelegenheit antworten?
Sollten Sie weitere Fragen oder Anliegen haben, zögern Sie bitte nicht, uns zu kontaktieren. Ihr Feedback ist uns sehr wichtig, und wir bedanken uns herzlich, dass Sie uns darauf aufmerksam gemacht haben. Wir hoffen, Ihr Vertrauen in unseren Service wiederherstellen zu können.
