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.
Edits
Reviews are shown as their authors wrote them. The company can reply, but cannot edit them.
Score
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Thanks Petlibro! My cats love their new Dockstream2 fountain. And I have enough replacement filters to last more than a year.
Response from PetlibroSep 27, 2026
Hi Claire,
Thank you so much for taking the time to share your positive feedback. It is wonderful to hear that our products have been such a success in your home. We are committed to providing the best for your pets, and your support is greatly appreciated.
If we can be of further assistance, please feel free to let us know, we spare no effort to serve you.
JS
Jessica S.
Poor Quality Product, Zero Customer Service
We bought the pet feeder. Which broke after 2 weeks and still, after 6+ weeks of emailing customer service we still don’t have a refund or resolution. Stay clear of this company! Very poor quality product and zero customer service.
Response from PetlibroSep 28, 2026
Dear Jessica,
Thank you for sharing your experience. We’re very sorry that you have been waiting so long for a clear response and resolution regarding your feeder.
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 follow-up processes so that cases can be handled more efficiently.
At this time, we have not been able to confidently match the reviewer name “Jessica S” with a specific support case in our system. Since you mentioned that you have already been in contact with our customer service team, could you please update this Trustpilot review and add your support ticket number?
Once we have the correct ticket number, we will be able to accurately locate your previous communication, review the full case history, and prioritize your case. A member of our customer service team will then follow up with you within 24 hours.
We sincerely apologize again for the delay and appreciate your patience in helping us identify the correct case.
Sincerely,
Petlibro Customer Support
TO
T.o.v.
No customer service AT ALL
Eventhough the products are very nice, trying to reach customer service is impossible. One of my petlibro scout cameras doesn't work anymore. Tried every possible way to reach them. Not gonna happen. Look for similar products from a different company. Safe yourself the hassle
Response from PetlibroSep 28, 2026
Dear customer,
Thank you for sharing your experience. We’re very sorry that you have had such difficulty reaching our support team, especially after one of your Scout cameras stopped working.
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 follow-up processes so that product issues can be handled more efficiently and consistently.
At this time, we have not been able to confidently match the reviewer name “T.o.v.” with a specific support case in our system. Since you mentioned that you have already tried contacting us through several channels, could you please update this Trustpilot review and add your support ticket number?
Once we have the correct ticket number, we will be able to accurately locate your previous communication, review the full case history, and prioritize the follow-up.
We sincerely apologize again for the difficulty you have experienced reaching us, and we appreciate your help in identifying the correct case so we can address the camera issue properly.
Sincerely,
Petlibro Customer Support
RB
Rupert B.
Horrific Customer Service
The product is good. The customer service is ABSOLUTELY APPALLING. Probably the worst I have ever encountered. I have been waiting for a response to my Request Number: 672175 for weeks. Basically, if there is a problem with your machine - you are totally on your own and there is literally no way to get a response from them.
Response from PetlibroSep 28, 2026
Dear Rupert,
Thank you for sharing your experience. We’re very sorry that you had to follow up repeatedly and wait so long for a response regarding your Polar feeder.
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 follow-up processes so that warranty cases can be handled more efficiently and consistently.
We have reviewed the information associated with your request and confirmed that your order is still within Petlibro’s 24-month warranty period.
Your case has now been prioritized again, 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 next step.
Thank you for your patience and for giving us the opportunity to address this properly.
Sincerely,
Petlibro Customer Support
OL
Olha
Excellent customer service and reliable warranty support in France!
I bought the Petlibro Dockstream fountain in France, but unfortunately, it stopped working completely after a month and a half. At first, reaching out via email took a while to get a response, but once I contacted their support team through Instagram, things moved much faster.
They asked for a few troubleshooting steps, a video, and the order receipt. After reviewing everything, they honored their 24-month warranty and processed a full refund for me. Even though my cat wasn't interested in the fountain anyway, I am very satisfied with how the customer service team resolved the issue in the end. Reliable brand and fair warranty!
Response from PetlibroSep 25, 2026
Hi there,
Thank you for your message. I understand your concern about the technical difficulties you encountered and the time it took to receive a response.
We are delighted to hear that you had a positive experience with our support resolution. It is wonderful to know that our team could provide the assistance you needed to reach a satisfactory outcome and honor the warranty for your device. We aim to be there for our customers when products do not perform as expected. Your kind words about our service and brand reliability mean a lot to us, and we are glad that we could eventually make things right.
If we can be of further assistance, please feel free to let us know, we spare no effort to serve you.
TW
Taceyon W.
Two defective products and an extremely slow warranty process
I really wanted to like Petlibro, but my experience with their customer support has been incredibly frustrating.
I purchased a bundle that included the Luma Smart Litter Box and Dockstream 2 fountain. Unfortunately, both products have now developed serious issues.
My Dockstream 2 completely stopped dispensing water despite extensive troubleshooting, including cleaning and disassembling the unit, replacing the filter and sponge, resetting it, trying different cables/adapters/outlets, and providing Petlibro with a video of the issue. I initially waited about a week after my case was escalated without hearing from a specialist. When I finally received a response, I was told the replacement component was out of stock and that I could be placed on a waiting list, with no clear estimate for when it would become available.
To make matters worse, my Luma Smart Litter Box stopped functioning around two weeks after the dockstream. I have already completed Petlibro’s requested troubleshooting and provided my receipt, a screen recording, network information, and other requested details. I was told the case had been escalated to a human support specialist, but I am still waiting for an actual resolution.
The most frustrating part is how difficult it has been to get timely support. I have also tried calling Petlibro, but the phone line repeatedly says that no agent is available. These are products that are supposed to automate essential pet-care tasks, so waiting days or potentially weeks for basic warranty assistance means I am left manually handling tasks that these expensive products were purchased to perform.
At this point, I am simply asking Petlibro to provide a timely resolution (which at this point, would just be a refund). I have begun exploring warranty coverage through my credit card because I cannot continue waiting indefinitely without knowing when these issues will actually be resolved.
UPDATE: Bumping my review to 3 stars since Petlibro ultimately agreed to replace both the Luma and Dockstream with brand-new units. It took some time to get to a resolution, but I’m happy with how they handled it in this instance.
My one piece of feedback is that asking customers to wait for backordered replacement parts is a little difficult to understand when Petlibro is still selling the complete product. If a necessary part is unavailable but full units are in stock, replacing the unit seems like the more reasonable solution rather than leaving a customer waiting indefinitely.
I appreciate that Petlibro ultimately did exactly that here, and I hope they continue handling similar warranty situations this way.
Response from PetlibroSep 28, 2026
Dear Taceyon,
Thank you for taking the time to share your experience. We’re very sorry that you have had to deal with issues affecting both your Dockstream 2 and Luma, and that the overall support process has taken longer than expected.
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 escalation and follow-up processes so that cases involving multiple products can be handled more efficiently and consistently.
We truly appreciate the extensive troubleshooting and information you have already provided for both products.
For your Dockstream 2, the next step has already been confirmed. The required replacement component is currently out of stock, and you have been added to the waiting list so our team can continue the arrangement once the part becomes available.
For your Luma, you have already completed the requested troubleshooting and provided the receipt, screen recording, network information, and other supporting details. Our support team is reviewing the information you provided so that we can determine the appropriate next step without asking you to repeat the same troubleshooting again.
We understand that what matters most now is receiving a clear and timely resolution. Our customer service team will continue following your order in 24 hours and keep you updated on the remaining steps.
Thank you for your patience and for giving us the opportunity to continue addressing both issues.
Sincerely,
Petlibro Customer Support
MD
Mathilda D.
Produits & SAV de qualité !
Honnêtement marque de qualité !(achat de 2 distributeurs) Que ce soit au niveau des produits, des livraisons ou du SAV. J'ai rarement connu un SAV aussi réactif, compétent et fiable ! J'ai eu quelques problèmes que ce soit la connexion, le collier qui ne fonctionne plus ou le distributeur, en 3 ans. Ils m'ont toujours trouvé une solution et plutôt rapidement dans l'ensemble. Soit envoie d'un nouveau distributeur/collier, soit accompagnement dans la réinitialisation du produit. Donc au TOP. Je recommande cette marque autant que je peux, je la propose même à des vétérinaires !
Response from PetlibroSep 24, 2026
Bonjour Mathilda,
Merci beaucoup pour votre message et pour votre fidélité depuis trois ans. Nous sommes enchantés de savoir que nos produits ainsi que notre service après-vente vous apportent une entière satisfaction. Il est primordial pour nous de vous offrir un accompagnement réactif et compétent, que ce soit pour vos distributeurs ou vos colliers. Recevoir une recommandation de votre part, y compris auprès des vétérinaires, est la plus belle récompense pour notre équipe.
Si nous pouvons vous être utiles, n’hésitez pas à nous le faire savoir, nous ne ménageons aucun effort pour vous servir.
SL
Sara L.
Keine Antwort auf meine Mails und Anfrage
Mein Futterautomat ist 8 Monate alt. Er verbindet sich nicht mehr mit dem Internet, die Anzeige ist schwarz und der Motor dreht die ganze zeit ohne zu halten. Ich hatte mich an den Support gewendet und keine Antwort erhalten. Danach habe ich Petlibro direkt angeschrieben und auch gleich eine Antwort erhalten mit der Bitte um Fotos. Dann hat Petlibro meine Anfrage wieder an den Support zur Weiterbearbeitung gesendet. Jetzt sind wieder drei Wochen vergangen und ich habe nichts gehört. Grundsätzlich hatte alles geklappt mit der Anmeldung und Einstellungen des Automaten und wir waren zufrieden. Vom Kundenservice bin ich zu tiefst endtäuscht.
Response from PetlibroSep 28, 2026
Liebe Sara,
vielen Dank, dass Sie Ihre Erfahrung mit uns geteilt haben. Es tut uns leid, dass Sie trotz Ihrer bisherigen Kontaktaufnahme und der bereits bereitgestellten Informationen so lange auf eine weitere Rückmeldung warten mussten.
Aufgrund eines deutlich erhöhten Anfrageaufkommens waren unsere Antwortzeiten leider länger als üblich. Wir erweitern und schulen derzeit unser Support-Team und optimieren unsere internen Abläufe, damit Fälle künftig schneller und zuverlässiger weiterbearbeitet werden können.
Wir haben Ihren bisherigen Supportfall gefunden und konnten die Anfrage 671175 zuordnen. Sie hatten uns bereits die angeforderten Geräteinformationen und Fotos zur Verfügung gestellt, und Ihr Fall wurde anschließend zur weiteren Prüfung an unser Support-Team weitergeleitet.
Unser Kundenservice wird Ihren Fall nun erneut priorisieren und sich innerhalb von 24 Stunden bei Ihnen melden, um die Bearbeitung fortzusetzen und Ihnen die nächsten Schritte mitzuteilen.
Falls Sie uns über andere Kanäle wegen desselben Problems kontaktiert und dabei weitere Ticketnummern erhalten haben, teilen Sie uns diese bitte gerne per E-Mail mit oder aktualisieren Sie diese Bewertung und ergänzen Sie dort Ihre weiteren Ticketnummern. So können wir die zusammengehörigen Anfragen besser zusammenführen, bereits bereitgestellte Informationen vollständig berücksichtigen und unnötige Wiederholungen vermeiden.
Vielen Dank für Ihre Geduld und dafür, dass Sie uns die Gelegenheit geben, den Fall ordnungsgemäß weiterzubearbeiten.
Mit freundlichen Grüßen
Petlibro Kundenservice
