Petlibro Reviews | Read Customer Reviews of petlibro.com

Petlibro Reviews | Read Customer Reviews of petlibro.com

Petlibro reviews

Showing 35 reviews with 3 stars · Clear filters

Johnny W.
Oct 20, 2026
Petlibro Support Non-existent
Petlibro Support, This is my formal warranty claim regarding case 707738 / ticket 713281). Here's the timeline so far: • Oct 13: I reported the RFID tag reader no longer recognizes tags — a hardware defect. Your team replied the same day saying the case was escalated to a supervisor, with a follow-up promised within 3 business days. • That deadline passed with no response. • Oct 16 and Oct 19: I followed up twice. On Oct 19 I was told the case was escalated to the human support team and a specialist would take over soon. • Oct 20 (today): I followed up by email again, and I also called twice and left voicemails. No answer, no callback. Your team has now missed its own stated deadline, and I've received no substantive response in over a week — by email or phone. I’m posting on here in hopes of it actually getting fixed and getting an answer/support; bought the feeder on January 2026 and it’s still in the warranty window. Please respond asap with a resolution!
Response from PetlibroOct 21, 2026
Dear Johnny, Thank you for sharing your experience. We sincerely apologize for the delay in following up on your warranty claim and for the frustration caused by having to contact us repeatedly without receiving a clear answer. We understand how inconvenient it is when your One RFID Smart Feeder stops recognizing your cat’s RFID tag, especially after you have already completed the recommended troubleshooting steps and provided the requested information. 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 to provide faster and more consistent assistance. We have reviewed your case and understand that you have already provided your purchase information, device details, and troubleshooting results. You will not need to repeat the steps or resend the information you have already shared. Your feeder is within the 24-month warranty period based on the purchase date you provided, and we are committed to honoring our warranty obligations. Our customer support team will review your existing case and follow up with you within 24 hours regarding the appropriate resolution. We sincerely apologize that we have not provided the timely and clear assistance you deserve. Thank you for your patience and for giving us the opportunity to address your concerns. Sincerely, Petlibro Customer Support
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Taceyon W.
Sep 25, 2026
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
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Bernd am G.
Sep 23, 2026
Unser erster Automat ging Random nach 2…
Update: wir haben jetzt das dritte Mal ein neues Gerät bekommen und freuen uns sehr darüber aber hoffen natürlich, dass es diesmal nicht wieder zu Probleme kommt. Jedoch war die Kommunikation für Support dieses Mal immens schwierig und langwierig. Deshalb gebe ich jetzt 3 anstatt vorher 1 Stern. Unser erster Automat ging Random nach 2 Monaten nicht mehr, da er sich nur noch drehte. Nun haben wir einen Ersatz bekommen, über den wir uns sehr gefreut haben. Dieser geht jetzt auch wieder nicht seit dem Update am 5.09.2026. Zwei Tage später habe ich Petlibro über Instagram geschrieben und wurde dort vom Support geghosted, nachdem mir Hilfe versprochen wurde (nicht der automatische Bot, sondern der menschliche Support, den man später erreicht). Habe dort noch mehrfach geschrieben und nach Antwort gefragt. Dann habe ich eine E-Mail geschrieben und die Info bekommen, dass ich innerhalb von 48 Stunden die alte Version zur Verfügung gestellt bekomme, da ja das Update das Problem ausgelöst hat. Diese Info bekam ich am 14.09. Ich habe am 17.09 und am 22.09 Bescheid gegeben, dass das Update auf die alte Version immernoch nicht verfügbar ist. Immernoch keine Antwort bekommen stand 23.09….. Meine Katzen sind jetzt seit fast 3 Wochen ohne frisches Futter tagsüber, wenn wir arbeiten!!! Es kann doch echt nicht sein, dass man zwei mal vom Support geghosted wird und alleine gelassen wird. Meine Request Nummer ist 678515. Vielleicht kriegt man ja hier mal Hilfe :/
Response from PetlibroSep 24, 2026
Liebe Kundin, lieber Kunde, vielen Dank, dass Sie Ihre Erfahrung und Ihre Ticketnummer mit uns geteilt haben. Es tut uns sehr leid, dass Sie trotz mehrfacher Kontaktaufnahme so lange auf eine weitere Rückmeldung warten mussten und die angekündigte Firmware-Version nicht innerhalb des genannten Zeitraums bereitgestellt wurde. Aufgrund eines deutlich erhöhten Anfrageaufkommens waren unsere Antwortzeiten leider länger als üblich. Wir erweitern und schulen derzeit unser Support-Team und verbessern unsere internen Abläufe, damit Kundenanfragen künftig schneller und zuverlässiger bearbeitet und nachverfolgt werden können. Auch Ihr Feedback zur Firmware nehmen wir sehr ernst. Die von Ihnen geschilderten Probleme nach dem Update wurden an unser technisches Team weitergegeben. Wir arbeiten kontinuierlich daran, unsere Firmware-Prüf- und Freigabeprozesse zu verbessern, damit zukünftige Updates vor der Bereitstellung umfassend geprüft werden und die Zuverlässigkeit unserer Produkte nicht beeinträchtigen. Ihre Anfrage Nr. 678515 wurde nun erneut priorisiert. Ein Mitglied unseres Kundenservice-Teams wird sich innerhalb von 24 Stunden bei Ihnen melden, um Ihren Fall weiterzubearbeiten und Ihnen eine konkrete Lösung anzubieten. Vielen Dank für Ihre Geduld und dafür, dass Sie uns die Möglichkeit geben, den Fall ordnungsgemäß zu lösen. Mit freundlichen Grüßen Petlibro Kundenservice
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Alicja
Sep 23, 2026
Kundenservice
Ich weiß nicht, welche Bewertung ich abgeben soll. Es ist extrem enttäuschend, dass man als Kunde keinerlei Antwort bekommt. Ich habe einen Napf für Nassfutter gekauft, der etwa zwei Wochen lang einwandfrei funktioniert hat. Bis jetzt. Seit dem Update verhält er sich merkwürdig und gibt kein Futter mehr aus. Ich habe am 13.09. eine Reklamation eingereicht – bis heute, 23.09.2026, habe ich keinerlei Rückmeldung erhalten.
Response from PetlibroSep 24, 2026
Dear Alicja, Thank you for sharing your experience. We’re very sorry that you had to follow up repeatedly after already completing the requested troubleshooting and providing the information needed for review. 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 warranty cases can be handled more efficiently and consistently. We truly appreciate the time and effort you have already put into this case. You completed multiple troubleshooting steps, provided the device serial number, receipt, and video evidence, and confirmed that the continuous rotation issue is still ongoing. We have also confirmed from your purchase information 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 provide a clear warranty solution and next steps. Thank you for your patience and for giving us the opportunity to resolve this properly. Sincerely, Petlibro Customer Support
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Sanny C.
Sep 15, 2026
Update
Wir haben 2 Nass-Futternäpfe sowie einen Trinkbrunnen von Petlibro. Nach 3 Monaten ging ein Napf kaputt (dauerhaftes Rotieren). Auf einen Ersatz haben wir etwa 4 Monate warten müssen, ohne dass dies entsprechend kommuniziert wurde. Aufgrund der langen Wartezeit und unser beeinträchtigtes Vertrauen hinsichtlich des Produkts geben wir 3 Sterne. Hervorzuheben ist das schöne Design sowie die App-Gestaltung.
Response from PetlibroSep 16, 2026
Liebe Sanny, vielen Dank, dass Sie Ihre Bewertung aktualisiert und uns die Ticketnummer mitgeteilt haben. Dadurch konnten wir Ihren bisherigen Fallverlauf eindeutig zuordnen. Wir sehen, dass das Problem mit dem dauerhaft rotierenden Futternapf bereits geprüft wurde, Sie die angeforderten Schritte durchgeführt und auch ein Video zur Bestätigung des Fehlers eingereicht haben. Danach wurde bereits festgehalten, dass mit einem Austausch des Geräts fortgefahren werden soll. Es tut uns leid, dass Sie anschließend so lange auf die weitere Bearbeitung warten mussten. Aufgrund eines deutlich erhöhten Anfrageaufkommens waren unsere Antwortzeiten leider länger als üblich. Bitte seien Sie versichert, dass wir derzeit zusätzliche Teammitglieder schulen und unsere internen Abläufe verbessern, damit solche Garantie- und Austauschfälle schneller bearbeitet werden können. Ihr Auftrag befindet sich weiterhin innerhalb unserer 24-monatigen Garantiezeit. Wir werden Ihren Fall weiterverfolgen und die vereinbarte Lösung nicht unbeachtet lassen. Ein Mitglied unseres Kundenservice-Teams wird sich innerhalb von 24 Stunden erneut bei Ihnen melden, um den Austausch weiter zu bearbeiten und die nächsten Schritte zu bestätigen. Vielen Dank für Ihre Geduld und dafür, dass Sie uns die Ticketnummer zur Verfügung gestellt haben. Mit freundlichen Grüßen Petlibro Kundenservice
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Mrs Joanne K.
Sep 14, 2026
Really poor customer service after they…
Really poor customer service after they had an app issue it took 6 weeks to sort. After many conversations it took from 19th August to September 9th to respond. Not great as i had to purchase another water filter, i have given 3 stars as they have finally resolved the issue
Response from PetlibroSep 16, 2026
Dear Joanne, Thank you for sharing your experience. We are very sorry that it took much longer than expected to get your Dockstream 2 issue properly followed up, especially when you needed a reliable water source for your three cats while you were away. During this period, we experienced a significant increase in customer inquiries, which unfortunately affected our response times. We are actively expanding our support team, training additional team members, and improving our internal follow-up processes so that cases like yours can be handled more promptly and consistently. We’re glad to hear that your fountain is now working again. Our support team will continue to review your case and determine what further solution may be appropriate based on the full history. A member of our team will follow up with you within 24 hours to continue the discussion and make sure the case receives proper attention. We sincerely appreciate your patience and the feedback you have shared. We will continue working to improve both our response times and the overall support experience. Sincerely, Petlibro Customer Support
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Ana F.
Sep 10, 2026
Difficult to get a hold of, eventually got my feeder replaced
Updated as I have reached a resolution with Petlibro after taking multiple measures to get the attention of their customer service team. It took over a week to get a response, but after DMing Petlibro on Instagram and leaving a negative review on Trustpilot, I was able to get a new feeder sent my way. The products are great (when they work), but it should be much easier to get the attention of their customer service team, especially since their products are such an integral part of my pet’s routine and having them be unusable is disruptive. Would recommend hiring more customer service agents asap.
Response from PetlibroSep 10, 2026
Hi Ana, Thank you for updating your review and for your kind words about the Polar Wet Food Feeder. We truly appreciate that you gave us the opportunity to address the issue and that a solution has now been arranged for you. We are very sorry that it took longer than expected for you to receive a clear response. During this busy period, we have experienced a significant increase in customer inquiries, which has affected our response times. We are actively hiring and training additional support team members and improving our internal processes so that warranty cases can be reviewed and followed up more efficiently. We also want to reassure you that your case was reviewed under the applicable warranty coverage, and our team has now provided the corresponding solution. We appreciate your patience throughout this process and understand how disruptive it can be when a feeder that is part of your pet’s daily routine is unavailable. Our support specialist will continue to follow up on the arrangement and make sure the next steps proceed smoothly. Thank you again for recognizing the product itself and for sharing your feedback about the support experience. Your comments are helping us improve both our service capacity and the way we handle customer follow-up. Sincerely, Petlibro Customer Support
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Suzanne R.
Sep 6, 2026
Good product, Terrible Support
Have enjoyed my Dockstream 2 fountain for the last 8 months. It stopped working last month and after following the online guidance to no avail, I reached out to support. Communication was good at first. I was then told they need a supervisor to review my case against the warranty and waiting time was 3 business days. After a week, I heard nothing, so started to follow up. 3 weeks later it has been crickets. I have since created a separate ticket to ask for an update, PL responded promptly initially, but have also stopped responding. I am very frustrated as I would love to find a solution to this as I do enjoy the product. Request ref: 630706 Update September 18th: They did reach out to me to resolve this. I am happy to say that the issue has been solved. A month is still way too long to wait, but I am happy with the result. I have added another star.
Response from PetlibroSep 7, 2026
Hi Suzanne, Thank you for taking the time to share your experience. We truly appreciate that you have enjoyed using your Dockstream 2 fountain, and we are sorry that the support experience has not matched the positive experience you have had with the product. We understand how frustrating it was to complete the requested troubleshooting, provide the video, and then be told that your case had been escalated with an expected response within 3 business days, only to wait much longer and have to follow up repeatedly for an update. During this busy period, we have experienced a significant increase in customer inquiries, which has resulted in slower response times than usual. We are actively training additional team members and improving our internal support process so that escalated warranty cases can be reviewed and followed up more consistently and efficiently. Your fountain remains covered by Petlibro’s 24-month warranty, and we will honor that coverage. Your case has now been prioritized, and a dedicated member of our support team will follow up with you within 24 hours with a clear next step. We will continue from the troubleshooting and evidence you have already provided, so you will not need to repeat the same information again. We sincerely appreciate your patience and the fact that, despite this support experience, you have continued to express how much you enjoy the product. Your feedback is helping us improve the way we handle warranty cases and customer follow-up. Sincerely, Petlibro Customer Support
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