PetlibroReviews of petlibro.com

1135 Walsh Ave, Santa Clara, California

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3.4/ 5

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1,033 reviews

Petlibro3.4Average

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About Petlibro

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 The Fair Hearing, 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 The Fair Hearing: 2026

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Jun 30, 2025

Extremely Disappointed — Poor Product Quality and Even Worse Customer Service

I have never dealt with such HORRIBLE customer service. I purchased both the automatic feeder and water fountain, and within just three months, both products stopped working. That alone is unacceptable — but the real frustration came with trying to get support. It took three separate support tickets just to get a response that wasn’t copy-pasted or dismissive — and even then, I was ignored repeatedly. I only finally got someone to respond after messaging your Instagram account, and even that felt like I had to beg for any follow-up. It has now been almost two weeks of inconsistent communication, no real resolution, and condescending replies that imply the product failure is somehow my fault, despite me providing clear proof of the issues. The complete lack of accountability, professionalism, or urgency in addressing my concerns is absolutely unacceptable. I spent good money on your products, and to be met with this level of disrespect is beyond frustrating. DO NOT BUY FROM THIS COMPANY. They do not stand behind their products, and they clearly do not value their customers. Order Number: 202000442947 At this point, I would just like a refund so I never have to deal with your company again.

By A Disappointed C.

Response from Petlibro· Jul 7, 2025

Dear Tomi, We’re truly sorry to hear about your disappointing experience, and we appreciate you taking the time to share your feedback. We completely understand how frustrating it must be to experience issues with more than one product — and we sincerely regret the delay in our responses and the inconvenience it caused, especially while you were actively seeking support. Upon reviewing your case (Order #202000442947), we acknowledge that the initial service you received fell short of our standards. One of our new agents did not handle the matter as promptly and completely as they should have — and we sincerely apologize for that. That said, once your case was escalated, we sent a replacement food tank and lid free of charge to resolve the issue with your automatic feeder. These items were delivered on July 6 (“At the door/Yard”). If you are still encountering difficulties installing or using the new parts, please don’t hesitate to reach out — we’re here to help. As for your water fountain, our team sent a troubleshooting guide on July 1, followed by two additional messages, but unfortunately did not hear back from you. We would love the opportunity to continue assisting you and resolve the issue as quickly as possible. Please rest assured that all of our products are covered by a 24-month warranty, and we are fully committed to ensuring your devices function properly. Your satisfaction means a great deal to us, and we’re more than willing to make things right. 👉 Our agent will follow up again via email within 24 hours. Please kindly check your inbox (and spam folder just in case), so we can move forward with resolving everything for you as soon as possible.