Petlibro Reviews 671

I have an urgent, unresolved crisis with my PetLibro auto feeder — and their customer support has been completely useless.

The feeder lost its WiFi connection and is now stuck in "lock mode," which means I can't unlock it, can't re-pair it, can't do anything. I've done every troubleshooting step on my own: rebooted the device, uninstalled and reinstalled the app, confirmed the firmware is current, and provided their support team with every model number and part number they asked for. Nothing worked.

Here's why this matters: I'm leaving Wednesday night and won't be back until Friday — just over 24 hours — and my pet sitter had an emergency. My pet has no one to feed them. This is not a "wait 48 hours" situation. This is an animal welfare situation.

But that's exactly what PetLibro keeps telling me — wait 48 hours. There is no phone support (they never answer). Their chat is AI-only, and when you ask for a real person, they just take your email. Email support collects your model numbers, then tells you someone will be in touch in 48 hours. No escalation path. No acknowledgment of the urgency. Just a wall.

And this isn't a one-time glitch. I own four PetLibro devices — two Granary feeders and two Dockstream 2s — and the Dockstream 2s constantly lose connectivity. Buggy products, no real support, and no accountability.

One more thing: don't bother looking for honest reviews on their website. They curate them.

I deeply regret choosing this company.

DO NOT BUY THIS LITTER BOX! Worst purchase, I should've gone with my gut and bought the new Litter Robot when I was looking to replace my earlier model Litter Robot.

NO CUSTOMER SERVICE OR TECH SUPPORT WITH A HUMAN FROM PETLIBRO! NO WARRANTY SUPPORT WHEN REQUESTED. Just bot B.S.

I have not been impressed with customer service in a long time. This was impressive. In the very first communication, I was assured they would take care of things and not to worry. We went through a couple troubleshooting efforts and then a new motor was sent out.

I can't tell you how much this has left a positive impression on me. I will be sure to buy from you again... And strongly recommend!

Petlibro quickly walked me through a process to fix my Dockstream, which I followed and it works again!

Great Customer Experience!!!

I admittedly misunderstood that the Luma bundle items would ship separately from the main unit. Customer Service responded quickly and provides me with all of the tracking numbers. It was such a relief to see such quick response and caring.

My questions and mails were answered immediatly and i received a really good support. Mr.Jinsen took care of my request and provided me very friendly and helped to find a solution. My 🐈‍⬛ is happy.

I contacted the company after our Granary feeder stopped working (no power). Upon sending the requested info, we were notified the unit would be replaced at no charge. The customer service representative was extremely friendly and helpful during the process, which made all the difference. We are a dog and cat family with multiple feeders and water fountains. Petlibro has definitely made daily feeding so much easier!

I bought a Petlibro fountain, their flagship model, and after a year of normal use the base began to malfunction at random, defaulting to empty, triggering the red light, and stopping the pump despite a full tank and a clean, correctly seated pump. I went through every troubleshooting step Petlibro asked of me, recalibrated the unit multiple times, and sent in video evidence. Petlibro's own support team reviewed the videos and confirmed the fault is a hardware defect within the base itself.

What followed has been one of the most frustrating customer service experiences I have had with any brand. Replies arrive roughly once every two days, and almost every one of them is inconclusive: a long, polite, apologetic message that thanks me for my patience, restates what I have already told them, and then either asks for something I have already provided or floats a partial answer that goes nowhere. At this pace, even the simplest exchange takes weeks, and a real resolution never seems to actually arrive. It is genuinely difficult to see how anyone is meant to resolve a problem with this company within a reasonable timeframe.

The deeper frustration is that Petlibro charges a clear premium for its products and consumables compared to generic alternatives, and the implicit promise of paying that premium is that you are buying into a brand that stands behind its products and offers proper support when something goes wrong. On the evidence of my experience, neither of those things is true. The product failed through no fault of mine, the manufacturer has confirmed the defect is theirs, and the support process has been so slow and so circular that there is no realistic path to a resolution. If this is the level of after-sales care Petlibro offers, it is very hard to understand what the premium is actually buying.

I had been a happy multi-product Petlibro household and had intended to keep buying from the brand for years. After this experience I will be looking elsewhere for future feeders, fountains and accessories, and I would gently suggest that anyone considering a Petlibro purchase factor in the realistic possibility of needing support, and what that support actually looks like in practice, before committing.

Update: There is a certain irony in being asked to email support to resolve a complaint that was, in large part, about how slow and circular emailing support has been. Then simply re-entering the same delayed process I was describing in this review.

Update: Zero response from Petlibro from their own request to date. Do not expect support from this company.

Petlibro fountain has worked great for years. We have had an auto shop for filters.

The last two shipments have been filters for the wrong fountain. I had to cancel my longstanding auto ships and great new ones. The new filters are also much less dense some form of cost cutting measure it would seem.

After writing a review support asked me to post my experience here instead of providing any form of feedback on my poor experience.

Edit: changed review to 1 star after noticing they changed my 1 star review in their website to show five stars. First time seeing a five star negative review like that. Bunch of liars.

Follow-up: credit where credit is due, they fixed their website to accurately reflect my 1 star review. My experience overall is still 1 star.

I want to share my appreciation for the excellent customer service I received from Petlibro. I reached out because an order I placed hadn’t arrived, even though it was marked as delivered. With Vincy’s help, I troubleshot the issue and discovered that it was entirely my fault: I still had my old address set as the default delivery address.

When I explained this to Vincy and mentioned that I would place a new order, he generously created a new order for me at no cost, ensuring it would be delivered to the correct address. I truly appreciate Vincy’s fast response, professionalism, and the way he handled the situation.

I also want to say that I’ve had Petlibro products for three years, a water fountain and a feeder for my cat, and I’ve never had any issues with them. They are reliable and well-made.

Thank you, Petlibro, and especially Vincy, for such outstanding service!

The Petlibro Polar is a terrific product. Not so the company's customer service. Today is Day Three of my waiting for a return phone call from customer service. One chat that failed and two phone messages left with the promise of a call-back.

Needed a replacement part. Vincy was very responsive and helped with getting the replacement part ordered and shipped immediately.

Love their products I have their water fountain in, which works really good. I have their two pet feeder works really good.

We have absolutely LOVED our polar wet feeders! One of ours unfortunately was not cooling as well as of recent. I reached out and heard back so quickly. They were super helpful and so kind to work with. We will for sure be long time supporters and users!

Alvin helped to make sure that I had the right piece to fix the fountain my kitty loves. He got it to me quickly! Really appreciate the help!

Don’t waste your money. Buy a litter robot. I have the Luma and a Robot. There is no comparison. The Luma constantly says the drawer is full when it’s not even close. Will not cycle until you change the bag. I go thru so many bags it’s ridiculous. And you have to use theirs, have it exactly perfect or it will continue to say drawer is full. Takes me forever to get it to reset. The opening is very big compared to the robot. It is not something I want in my living space for everyone to see, unlike the robot. Gets stuck cycling constantly and you cannot set it on carpet (high or low pile doesn’t matter). The robot works on any surface. The app for the luma is not helpful at all. Not to mention you have to buy a membership to access basic functions The robot app is so much better and user friendly. If your going to spend the money, I recommend NOT spending it on this. You will have nothing but aggravation. Buy the litter robot.

I had a really great experience with Petlibro’s customer support! I reached out because one of my RFID feeders was having an issue where the lid wouldn’t close properly, even though the motor was trying to engage. From the start, their team was incredibly responsive and thorough. They walked me through several troubleshooting steps, asked thoughtful follow-up questions, and reviewed the video I sent to help diagnose the problem. Even when the initial fixes didn’t work, they quickly escalated my case and kept me updated throughout the process. I have previously recommend Petlibro to several friends and I will continue doing so after this positive experience!

It was an amazing support experience. They were friendly and helped me very quickly. Thanks a lot!

Petlibro customer service was very helpful in helping resolve the problem that happened with my fountain, walking through steps to analyze the problem and helping to make it right. My cat (who loves her fountain!) and I thank you!!

Great experience. Worked for a number of day trying to get my automatic cat litter box to work. One phone call and all my problems were solved. The person helping us’Jinsen” was extremely nice and patient. Problem solved. Thanks