Petlibro Reviews 603

I had a great experience with Designlibro’s customer support. Alexa was very helpful, responsive, and guided me clearly through the process. Everything was handled smoothly, and the transaction was easy and straightforward from start to finish.

Really appreciate the support and professionalism — highly recommended!

Perfekt, am Anfang war mein vierbeiner skeptisch aber mittlerweile nimmt er es an.

Half of these reviews I wouldn't believe
Everytime ive ever contacted petlibro ive had a response the same day

Customer service is great, any issues ive ever faced have been resolved by the first email..

I have the luma and its amazing I originally had the litter robot 4.. honestly its the cheapest looking litter box ive owned.. so fragile just a big weak plastic shell with a few wires in it

I actually feel sorry petlibro ended up with so many stupid customers.. ive seen people scream they haven't had a response and it turns out they haven't even been emailing the correct email just sat on reddit talking rubbish .

Wir haben schon eine Futterautomaten von der Firma Petlibro und sind sehr zufrieden, nun wollten wir uns einen Trockenfutterautomaten für zwei Katzen zulegen, bestellt, angekommen, aber er ist nicht mit Akku, nur Stromanschluss oder Batterien falls Strom ausfällt. Jetzt beginnt das Spielchen wie bei den schon vorherigen Erfahrungen anderer Käufer bei Petlibro, die Retour der Ware! Habe das gleiche erlebt am 09.04.26 Email an Support geschickt und einen Mitarbeiter alle Daten geschickt die er zu der Ware haben wollte und dann das gleiche geschrieben bekommen es geht an den Supervisor und der meldet sich innerhalb 2 Werktagen, jetzt inzwischen sind es schon 6 Tage und keine Rückmeldung. Das ist sehr schade, da die Geräte schon sehr gut sind. Der eine Stern kommt im Endeffekt nur wegen dieser fehlenden Leistung der Retour!

At first their support was fantastic. I bought the Granary feeder. Got it set up. Controlling via wifi is pretty sweet. Great feeder actually. My cats eat vet prescribed dental kibble which is quite large, though it fit in their measuring circle sticker on the feeder. The feeder would jam when dispensing. I contacted support and they were very responsive. Gave me some suggestions etc. I tried them all but after having the feeder for just over a week and continuing to experience jamming, I decided this was not the feeder for me due to the larger kibble. I contacted them again and indicated my desire to return feeder. They said to send them pics of PN number, model number and image of kibble on their measuring circle. They said once they receive that, I would receive instructions for return. I sent them requested pics right away but I have heard nothing for a week. I have reached out to them twice and no response. Interesting that support requests were answered right away, but return requests are silent. I am in Canada so I can’t use the return process for US only.

Ich hatte den Futterautomat und den Wasserbrunnen bestellt. Nun würde ich den Brunnen gerne retournieren und habe mich an den Kundenservice gewendet. Dieser fühlt sich nicht in der Lage mir zu helfen und hat mein Anliegen an einen „Supervisor“ weitergeleitet. Seit dem Totenstille und keinerlei Hilfe für die Retoure. Ich habe es nun über mehrere Kanäle versucht, jedoch bekomme ich überhaupt keine Antwort. Eine Retoure sollte eigentlich ein Standardprozess sein.

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.

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!

From the minute, I ordered online I immediately received tracking information. Delivery was exceptional and on time. Having this fountain in my home for three cats has made a world of difference! I can tell when the fountain needs refilled or the filter changed, as well as the amount of water that they drink at each visit.

The pump is so quiet you don’t even hear it. The sound of the water is very soothing for the cats, I am sure. I highly recommend pet Libro water fountains!

Positiv:
Der Brunnen überzeugt durch seine insgesamt sehr gute Qualität und die einfache Reinigung. Besonders angenehm finde ich, dass er aus vergleichsweise wenigen Einzelteilen besteht. Im Vergleich zu unserem vorherigen Brunnen, der gefühlt aus unzähligen Komponenten bestand, ist das eine deutliche Erleichterung.

Auch wenn ich anfangs etwas Hemmungen hatte, die Teile voneinander zu trennen – da sie recht fest ineinander sitzen – funktioniert das mit etwas Kraftaufwand problemlos. Der Filter lässt sich nach dem Einweichen im Wasser ebenfalls einfach einsetzen.

Ein großer Pluspunkt ist die mitgelieferte Bürste, die die Reinigung zusätzlich erleichtert. Die Materialien wirken hochwertig und gut verarbeitet. Der Brunnen plätschert angenehm, was unsere Katzen deutlich zum Trinken animiert, und macht auch optisch einen sehr guten Eindruck. Die Installation war unkompliziert, und die Verbindung mit der App hat einwandfrei funktioniert. Unsere Katzen haben den Brunnen sofort angenommen – wir sind insgesamt sehr zufrieden.

Kritik:
Schade finde ich, dass bei einem doch hochpreisigen Modell nur die obere Wasserschale aus Edelstahl besteht, während das untere Becken innen aus einem Kunststoff-Material gefertigt ist. Eine vollständige Edelstahlkonstruktion wäre hygienischer und noch leichter zu reinigen.

Ein weiterer Kritikpunkt ist die App: Sie ist zwar übersichtlich gestaltet und bietet grundsätzlich gute Funktionen, insbesondere zur Kontrolle des Trinkverhaltens.

Was ich nicht so ganz verstehe: In einem gemeinsamen Haushalt können registrierte Tiere nicht einfach zwischen Partnern geteilt werden. Zwar lässt sich der Brunnen selbst teilen, aber jeder Nutzer muss die Tiere separat anlegen. Das wirkt unnötig kompliziert.

Zudem sind die Kosten für erweiterte App-Funktionen meiner Meinung nach deutlich zu hoch. Ein monatliches Abo wäre nachvollziehbar, to be fair. Die Preise sind aber ganz schön doll. Weshalb man ohne Abo, die App leider auch nur sehr eingeschränkt nutzen kann. Hinzu kommt, dass die Werbung für die Care-Abos in der App recht aufdringlich ist und die Navigation teilweise erschwert (z. B. durch mehrfaches Zurückklicken).

Auch das Filter-Abo ist nicht gerade günstig – hier summieren sich die Kosten schnell. Gerade in der heutigen Zeit ist es ohnehin schon teuer, seinen Tieren etwas Gutes zu bieten. Ich würde mir da ein besseres Preis-Leistungsverhältnis wünschen.

Fazit:
Ein hochwertiger, durchdachter Trinkbrunnen mit kleinen Schwächen bei Materialwahl und App-Konzept. Technisch und funktional überzeugt er absolut, aber bei den laufenden Kosten und der App-Umsetzung gibt es noch Verbesserungspotenzial.

Super Service und hilfsbereit. Schnelle Abwicklung und erfolgreicher Austausch des defekten Gerätes. Sehr zu empfehlen

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.