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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Sep 29, 2026

UPDATED: Issue resolved!

UPDATE: This was never the fault of the customer service team I was in contact with so 100x appreciation for their constant speedy responses. I was never left too long without any contact. They were following protocol and tried all they could which I understand. After leaving my honest review they have since contacted me and made things right. I never want to take advantage of any policies as to not affect future customers and I am more than willing to send back the faulty units as I just want fountains that work for my cats. They are sending me new units and I thank them and their team for fixing this issue for me! Original post: I purchased Petlibro water fountains for my cats because they seemed like a higher-quality option and, given the price, I expected them to be reliable. Unfortunately, I’ve had issues with multiple fountains since they were purchased, and getting a replacement has been far more difficult and time-consuming than it should have been. The biggest frustration has been the amount of “proof” and back-and-forth required to demonstrate that the fountains are actually defective. I have been repeatedly asked to provide additional evidence of the problem, despite already explaining the issue and providing what I reasonably could. At a certain point, it feels like the burden is being placed entirely on the customer to prove that a product they paid a significant amount of money for is not working properly. What makes the experience even more frustrating is that I am currently out of the country, and I’m trying to make sure my cats have functioning water fountains while I’m away. Having to jump through multiple hoops with customer service over a defective product has made an already stressful situation much more difficult. I have resorted to making my cat sitter leave out water bowls to the side and refilling it everyday just in case. I do appreciate that Petlibro ultimately agreed to send a SINGLE replacement, but the process has left a very poor impression. I’ll be purchasing a different brand for my other cat rather than continuing to invest in Petlibro products. For the price of these fountains, I expected a much more straightforward warranty and customer-service experience.

By Tatiana M.

Response from Petlibro· Sep 30, 2026

Dear Tatiana, Thank you for taking the time to share your experience. We’re very sorry that the warranty process has felt so repetitive and burdensome, especially while you are traveling and trying to make sure your cats have reliable access to water. 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 processes so that warranty cases can be handled more efficiently and with less repeated communication. We also want to address your concern about being asked to provide so much “proof.” Please know that we do believe your description of the issue. The troubleshooting steps, videos, and test results are not intended to make you prove that the fountains are defective. They are used to help us identify more precisely where the problem is coming from — for example, whether it is related to the fountain base, the rotor, the power supply, or the sensing mechanism — so that we can provide the correct solution and also share useful findings with our technical team to help improve future products. We truly appreciate the time and effort you have already put into these checks. Your feedback and cooperation have helped us narrow down the issue, and we understand why having to go through so many steps has left you with a poor impression of the overall experience. We are also sorry to hear that this experience has affected your confidence in continuing to choose Petlibro for your other cat. We understand that reliable products and straightforward support are especially important for products that are part of your pets’ daily care, and we take that feedback seriously. We have confirmed that your order is still within Petlibro’s 24-month warranty period. Your case has been prioritized, and a member of our customer service team will follow up with you within 24 hours to continue the warranty process and provide you with a clear solution and next steps. Thank you again for your patience, your detailed feedback, and the cooperation you have already provided throughout this process. Sincerely, Petlibro Customer Support