PetlibroSince 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.
Is this your business?
Correct your details and reply to customers in public. Both are free.
Claim this listing
Appliances & Electronics · Reseda, California
Excellent
Appliances & Electronics · City of Industry, California
Excellent
Appliances & Electronics · Los Angeles, California
Excellent
Appliances & Electronics · CARLSBAD, California
Excellent
Showing 347 reviews with 1 star · Clear filters
Yvonne H.
Products stop working after a few weeks. I have the camera and it just stopped working. I have the feeder and it also stopped working. I don’t even think I had them for more than a month. They just went offline and then would not reconnect. I will never buy another Petlibro product. The app is also horrible. It “times out “ frequently. I’m hoping the litter box holds up. 🤞
Sarah B.
Extremely disappointed with Petlibro's customer support. I first contacted chat support on Monday, followed up again on Wednesday, and even attempted to call support today. I also emailed a video demonstrating the issue with my RFID feeder not connecting to my pet's collar. As a result, we've been forced to either manually open the lid every time or leave it permanently open, completely defeating the purpose of purchasing an RFID feeder in the first place. Despite multiple attempts to get assistance, I have received no response and no effort has been made to help troubleshoot or resolve the issue. I've exhausted every troubleshooting step I could find on my own. A product issue is frustrating enough, but the lack of customer support is even more disappointing. I expected much better from Petlibro. Request #: 712871 Follow up: 715034 And another: 716209
Nina M.
Katastrophe! Seit Monaten kann kein Ersatz für den defekten Futterautomat geliefert werden und eine Rückerstattung erfolgt trotz mehrfacher schriftlicher Bestätigung ebenfalls nicht! Geht jetzt an den Rechtsanwalt
Kenneth O.
Customer support is awful. I have the One RFID pet feeder which stopped working 6 months after purchase. They won't answer the phone, all responses via tickets are AI, and can't reach a human to send me a replacement. Will NEVER order from them again. EDIT: Original Ticket Number is 714545. Related ticket number: 715898
Response from PetlibroOct 23, 2026
Dear Kenneth, Thank you for sharing your experience. We sincerely apologize for the frustration you've experienced with your One RFID Feeder and the difficulty you've had reaching our support team. Due to a significant increase in customer inquiries, our response times have unfortunately been longer than expected. We are actively expanding our team and training new team members to improve our response times and provide more effective assistance. We have also asked our phone support team to improve callback follow-ups so customers are not left waiting for a response. We understand that your feeder stopped working just months after purchase, and that you need meaningful assistance rather than repeated automated responses. Your concerns deserve proper attention, and we would appreciate the opportunity to look into your case. If you have already contacted us, please update your review with your existing ticket number so we can locate your case quickly. Once we receive your ticket number, our customer support team will follow up within 24 hours. Thank you for your patience. We take your feedback seriously and hope to have the opportunity to provide the support you deserve. Sincerely, Petlibro Customer Support
Adam
We have a total of four of their products. Not a single one is even 50% functional. We bought these so that we could go away on trips and trust that our cats were going to be fed the proper amount and the proper food. We also have the water fountain to ensure that they have water while we're away for one to two days. We can no longer trust a single one of the products that are sold by pet libro. We now rely on a camera system to monitor things that were supposed to be able to monitor in the app. Only one of the three theaters notifies us that it is out of food. None of them function properly.
Response from PetlibroOct 22, 2026
Dear Customer, Thank you for sharing your experience. We sincerely apologize for the frustration and loss of confidence you've experienced with your Petlibro products. We understand how important it is to be able to rely on your feeders and water fountain, especially when you're away from home and need peace of mind that your cats are properly cared for. We would appreciate the opportunity to review your concerns and help you find a solution. If you have already contacted our customer support team, could you please update your review with your ticket number so we can locate your case and prioritize the follow-up? If you haven't contacted us yet, please email our support team at [email protected] with details of the issues you're experiencing. Once you've received a ticket number, please update your review with it so we can identify your request and prioritize it for review. We take your feedback seriously and would welcome the opportunity to look into these issues and work toward a resolution for you and your cats. Sincerely, Petlibro Customer Support
Lisa O.
Unfassbar. Die Kommunikation funktioniert nur, wenn man den Weg der öffentlichen Bewertung geht. Erst schien es so, als hätten wir eine zufriedenstellende Lösung gefunden (ein neues Gerät), stattdessen höre ich wieder nichts mehr. Ich möchte eine Sendungsverfolgungsnummer zu meinem neuen Gerät haben. Und erwarte das nun zeitnah das neue Gerät bei mir eintrifft. Seit August läuft das schon so! Einfach nur enttäuschend
Response from PetlibroOct 21, 2026
Hallo Lisa, es tut uns sehr leid, dass Sie trotz unserer Zusage, Ihnen ein Ersatzgerät zuzusenden, erneut auf eine Rückmeldung warten müssen. Wir verstehen, wie enttäuschend und frustrierend diese Situation für Sie ist, insbesondere nachdem Sie bereits mehrfach Kontakt mit uns aufgenommen und alle erforderlichen Informationen bereitgestellt haben. Aufgrund eines derzeit ungewöhnlich hohen Aufkommens an Kundenanfragen kommt es leider zu längeren Bearbeitungszeiten. Wir verstärken und schulen unser Support-Team und verbessern unsere internen Abläufe, um Ihnen künftig schneller und zuverlässiger helfen zu können. Unser Kundenservice wird Ihren Fall innerhalb von 24 Stunden erneut prüfen und sich mit einem konkreten Update zur Ersatzlieferung bei Ihnen melden. Wir werden Ihren Fall weiterverfolgen, bis eine Lösung gefunden wurde. Vielen Dank für Ihre Geduld. Wir bedauern sehr, dass Sie so lange auf eine verlässliche Rückmeldung warten mussten, und möchten Ihr Anliegen nun konsequent weiterverfolgen. Mit freundlichen Grüßen Ihr Petlibro Kundenservice
Janet W.
I am updating my review because, as of 20 October 2026, my complaint remains unresolved. Petlibro responded publicly to my Trustpilot review, apologised for the problems with both of my Dockstream 2 Smart Cordless Fountains, confirmed that both orders were covered by their 24-month warranty, and stated that my case had been prioritised. They explicitly promised that their customer support team would follow up with me within 24 hours. Unfortunately, that promised follow-up has not resulted in any meaningful response or solution. I am still waiting, and both issues remain unresolved. One fountain continues to have an intermittent water dispensing fault, even after I followed the requested troubleshooting steps and swapped the bases. The other still has a serious charging issue, having failed to reach a full charge after being connected to the charger for two full days. I have already spent an unreasonable amount of time troubleshooting, providing information and videos, and chasing customer service. I should not have to keep pursuing a company to obtain support for two faulty products that are still under warranty. What is particularly disappointing is that Petlibro made a clear public commitment to prioritise my case and follow up within 24 hours, yet I am still left waiting without a concrete resolution. A warranty is only meaningful if the company actually provides timely support. Public apologies and promises are not a substitute for action. I want Petlibro to resolve this matter by replacing both faulty fountains with new units or providing an appropriate refund. I will update this review again if the company finally takes meaningful action.
Response from PetlibroOct 21, 2026
Dear Janet, We sincerely apologize that, despite our public commitment to follow up within 24 hours, you are still waiting for a clear update. We understand how frustrating and disappointing this experience has been, especially after the time and effort you have already spent trying to resolve the issues with both fountains. We understand that the water dispensing issue returned even after swapping the bases, while the second fountain continues to experience charging difficulties. Thank you for following the requested steps and providing the video and other information. We recognize that you have already done a great deal to help us understand the situation. Due to a significant increase in customer inquiries, our response times have unfortunately been longer than usual. We are actively expanding and training our support team and improving our internal follow-up processes to provide faster and more consistent assistance. We would also like to clarify that troubleshooting is not intended to question your description of the problems or unnecessarily delay the process. It helps our team better understand the condition of each fountain, identify the underlying cause, and provide an accurate and appropriate solution. This is important to avoid recommending an incorrect solution that may not resolve the issue. We understand that you have already invested considerable time in this process, and we do not want you to repeat steps unnecessarily. Your case requires further attention, and our team will review the information you have already provided to determine the appropriate next steps. We sincerely regret that our follow-up has not met your expectations. Thank you for your patience and for giving us the opportunity to address your concerns. Sincerely, Petlibro Customer Support
Hannah
Bought cat food feeder which broke within a couple months, followed all instructions on trying to fix it but PETLIBRO agreed it was faulty and could be returned for replacement or refund and then have completely ignored me ever since. Won’t respond to any communication. Expensive trash is what I have. Reference 694163
Response from PetlibroOct 21, 2026
Dear Hannah, Thank you for sharing your experience. We sincerely apologize for the long wait and the lack of communication regarding your case. We understand how frustrating it is when your Polar feeder stops working despite having completed the recommended troubleshooting steps, and you are then left waiting for a clear update. We appreciate the time and effort you have already spent trying to resolve this issue. Due to a significant increase in customer inquiries, our response times have unfortunately been longer than expected. We are strengthening our support team's training and improving our internal follow-up processes to ensure customers receive more timely and consistent assistance. Your concerns deserve proper attention, and we regret that we have not kept you informed as we should have. Our customer support team will review your existing case and follow up with you within 24 hours to provide an update and clarify the next steps. Thank you for your patience and for giving us the opportunity to address your concerns. We are committed to following through and working toward a resolution. Sincerely, Petlibro Customer Support