Saturday, November 7, 2026 · Customer reviews of US businesses
The Fair Hearing score
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1,033 reviews
PetlibroSelect a line to read only those reviews.
Honesty, pricing, process and quality scores appear once 5 customers have rated them.
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.
1,033 approved reviews, newest moderated first
Had some issues with one of the machines we bought not working and PetLibro was happy to help problem-solve. When the physical problem solving didnt work, they sent us a replacement piece with no hesitation!
By Nikki A.
One of my cats learned to force open the lid of the automatic RFID feeder, and was stealing food from my other cat. The response from PETLIBRO support was really quick, with updates being made to my support ticket daily. We lost our receipt (we purchased the feeders in 2024), but after providing some details of our purchase (date and email), PETLIBRO found our order receipt for us, which was great. After providing some video evidence of our cat opening the feeder, PETLIBRO is now sending us an entirely new feeder unit, completely free of charge. I am quite impressed.
By John M.
I ordered a Luma Smart Litter Box and an accessory pack. Shipping was quicker than expected, and set up was a breeze. This is my first robotic litter box, and I'm extremely happy thus far. As a millennial that doesnt have much patience for technology, I can say the app provides simplicity for such a complex machine. Customer service, namely Jeremy, was very quick to respond to my inquiry and very pleasant.
By Mandi
Roin took care of me and was super helpful, thank you!
By Meka K.
Customer service was supportive, responsive and kind. All issues were resolved and all questions answered.
By Omar
I bought the petlibro docking station water fountain. Worked great until my first filter change and cleaning. For some reason, it no longer works. My issue has been customer service or should I say customer AI. All the responses are AI generated for troubleshooting. When I got through the final troubleshooting step with no success, communication stopped. I attempted to call the number provided but no luck. I emailed again my issue and got the same AI generated response. This time the AI response stated that the call staff was on vacation! This is just poor customer service. I will be calling amazon to alert them.
By JT
Response from Petlibro· Jan 18, 2026
Dear Pet Parent, We’re very sorry to hear about your experience and for the frustration caused by not having your issue resolved. Please accept our sincere apologies that our previous support interactions did not meet your expectations. We want to reassure you that we stand firmly behind our products with an industry-leading 24-month warranty and lifetime technical support. If a product issue occurs, we are committed to resolving it. While we are currently experiencing a high volume of inquiries, your case will be treated as a priority once we are able to locate it. At this time, we’re unfortunately unable to locate your specific support ticket based on the information included in the review alone. To help us quickly identify your case and provide immediate assistance, we kindly ask that you contact us again and clearly mention “Trustpilot review” in the email subject line, and include a link to this review in the message body. This will allow us to promptly locate your case and ensure that a member of our team follows up with you directly to resolve the issue. Thank you for your understanding and patience — we truly appreciate the opportunity to make this right. Best regards, Petlibro
Updating from 1 star to.. I'll give it 4 stars just because the bin sensor issue appears to be a common problem based on Amazon reviews. 1. Despite what they say about their reviews on their website being honest.. It still does not look that way still so I will not update this part. I put a 1 star review in and filtering through the reviews I can't locate that or any other bad reviews. 2. Customer support did end up replacing the faulty bin which was causing all of the issues. Some reviews you will find on Amazon show the bin slamming or falling backwards during emptying... its because of a sensor issue even if it doesnt say it. They 2-day shipped a replacement bin and a spare litter mat to me and its been working reliably since (about a month now).
By Joseph S.
Response from Petlibro· Jan 18, 2026
Hi Joseph, Thank you for taking the time to share your detailed feedback. We’re truly sorry to hear about the frustration you’ve experienced, and we appreciate you bringing these concerns to our attention. First, we’d like to reassure you that our website displays all customer reviews, including both positive and negative feedback. We believe transparency is essential, and reviews are never selectively hidden based on rating. Regarding the issues you described with the Luma automatic litter box, we understand how disappointing it can be when a product does not perform as expected. I’ve reviewed your case and can confirm that our colleague is actively assisting you. A brand-new litter basket with mat has already been arranged and is currently in transit to you. We are confident that this replacement component will resolve the noise and bin-related issues you mentioned. Please rest assured that we will continue to support you until all issues are fully resolved. Your product is covered by our 24-month warranty and lifetime technical support, and we stand firmly behind the quality and performance of our products. Thank you again for your feedback. We value the opportunity to improve and to make things right for you. Best regards, Petlibro
I explained my problem to them and after a few solutions they found the right answer, I loved how responsive they are!
By OA
