Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Petlibro is knowingly selling products at high end pricing that are totally useless. I bought a wifi dockstream and called them a few weeks after delivery to request a refund since it was leaking all over my hardwood floor. i submitted multiple support requests via their website along with several emails and i finally received a reply a month later. their response was totally ignorant and they blamed me on not having the fountain on a flat surface and requested that i put the fountain in a locked room, away from my cats, to see if it was still leaking. as if that wasn't enough, they also said i could not receive a refund since i purchased it from ******. I threw it in the *********** cat loving self had purchased two at the time and the one that wasn't ruining my floor doesn't have any history in the app. it's not recorded a single drop of water intake in months. this fountain is not smart and this "company" is knowingly robbing people of their money.

  Business Response

  Date: 01/27/2025

  To whom it may concern,
  
  We are sorry to hear that the customer was unhappy with this product and our service. We take feedback very seriously and strive to create a great experience for our customers. 
  
  After checking, we received the customer's email and our support team is actively communicating with the customer. We will help resolve the product issue as soon as possible. We will provide a appropriate solution like replacement or refund for the customer. 
  
  As always, ********************** is committed to making sure that the customers experience long-term customer satisfaction and hopes to work with customers in the future. If the customer has additional questions regarding the product, they may contact our support team.

• Initial Complaint

  Date:01/18/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a water fountain from the company that subsequently has stopped working. They offered to send me another cheaper model (not same to the one I purchased and more than half the cost) as a way of replacing the one that doesnt work. They acknowledged in email that my water fountain is not working as expected. I am trying to send back as its defective for a refund.

  Business Response

  Date: 01/21/2025

  To whom it may concern,
  
  We are sorry to hear that the customer was unhappy with this product and our service. We take feedback very seriously and strive to create a great experience for our customers. 
  
  After checking, our support team is actively communicate with the customer and provide a full refund for the product. 
  
  As always, PETLIBRO is committed to making sure that the customers experience long-term customer satisfaction and hopes to work with customers in the future. If the customer has additional questions regarding the product, they may contact our support team.

  Customer Answer

  Date: 01/21/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:12/14/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Petlibro water fountain over summer for my pets. The base of the unit stopped working & I contacted ****** to send a replacement in August 13, 2024 from ****** customer service. The box contained a card that said free replacements for 24 months with any future problems. The unit stopped working on 12/12/24 & I reached out directly to Petlibro *************** (from Petlibro) did not help me at all. She sent an email asking me to trouble shoot the water fountain ********** turned out that her suggestions did not work to resolve the issues. I repeatedly asked her to send me a replacement and she has not responded with a confirmation email. I want my replacement sent to me since it clearly has a 24 month warranty & the base of the unit does not work at all.

  Business Response

  Date: 12/16/2024

  To whom it may concern
  
  We are sorry to hear that the customer was unhappy with this product and we understand the customer's frustration about our service. We take feedback very seriously and strive to create a great experience for our customers.
  
  After checking, we did receive the customer's email and our support team is actively confirming the issue with the customer's product. We provide a ******** warranty if the product is purchased from our authorized sellers. We will provide appropriate solutions like a refund or replacement if the issue can't be resolved.
  
  As always, PETLIBRO is committed to making sure that the customers experience long-term customer satisfaction and hopes to work with customers in the future. If the customer has additional questions regarding the product, they may contact our support team.

  Customer Answer

  Date: 12/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:12/10/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Pet libro Dockstream water fountain just stopped working and the pump went out. Pet libro doesn't have a number but an email. They won't respond to my emails. Plenty of people are having this issue. Ordered from ******. I just want a refund or replacement or I will take legal action against them. Period.

  Business Response

  Date: 12/11/2024

  To whom it may concern
  
  We are sorry to hear that the customer was unhappy with the product and we completely understand the customer's frustration about our service. We take feedback very seriously and strive to create a great experience for our customers. 
  

  After confirming with our support team, we have quickly arrange a replacement product for the customer. The new product will be shipped soon. We also understand the customer's frustration regarding lack of a phone number for customer service. We are actively working towards establishing a call center to enhance the overall customer experience.
  
  As always, ********************** is committed to making sure that the customers experience long-term customer satisfaction and hopes to work with customers in the future. If the customer has additional questions regarding the product, they may contact our support team.

• Initial Complaint

  Date:12/06/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased 3 Petlibro Upgraded RFID Automatic Cat Feeders 9/8/2024 Total Price Paid: $399.29 The item was described on Amazon as follows: "A Feeder Exclusive to One - With a dedicated upgraded light collar tag, the PETLIBRO One RFID automatic cat feeder ensures each pet in a multi-pet household has access to its own exclusive feeder. Whether your pets struggle with food aggression or have unique dietary requirements that require separated feeding, this feeder is designed to address these concerns, ensuring that each pet receives the individual care and attention they deserve. (Only supports the provided collar tag.)"Complaint: The design of the product is faulty. The locking mechanism for the lid to the feeder was placed in the front center so that food crumbs block the lid from reaching the closed position. The lid travels back and forth many times and then stops in the open position. Warranty: Product claimed to have a 24-month warranty. From the manufacturer: "For Petlibro products purchased from authorized retailers listed on the official website, if performance failure occurs during the warranty period under proper use, you can contact Petlibro customer support to get warranty service."The company acknowledges that the lid jamming is a known problem, but in their opinion the warranty against defects in design does not apply because the cat eating from it is an "external factor". Yet the manufacturer specifically states in the product description that this product is ideal for cats like mine with medical issues that require special food, careful monitoring of food intake, and that they don't eat other cat's food. Since the lid won't close with normal use, this claim is completely false.

  Business Response

  Date: 12/09/2024

  To whom it may concern
  
  We are sorry to hear that the customer was unhappy with the products. We take feedback very seriously and strive to create a great experience for our customers.
  
  After checking, our support team is actively resolving the customer's issue with the feeder and providing solutions. At the same time, we will forward the customer's feedback to our support team and the product team.
  
  As always, PETLIBRO is committed to making sure that the customers experience long-term customer satisfaction and hopes to work with customers in the future. If the customer has additional questions regarding the product, they may contact our support team.

  Petlibro
  

  Customer Answer

  Date: 12/11/2024

   
  Complaint: 22649488
  
  I am rejecting this response because:  the company has acknowledged the feeders do not work as advertised, but has not honored the warranty  for the malfunctioning feeders at this time.  It would be premature to close out the complaint at this time. 
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 12/13/2024

  To whom it may concern
  
  We understand the customer's concerns about the products. We take feedback very seriously and strive to create a great experience for our customers.
  
  After confirming with our support team, a refund has been processed for the products. If the customer has additional questions regarding the product, they may contact our support team.

  Customer Answer

  Date: 12/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:11/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The product never worked properly, very slow stream. Many complaints on line for same issue. they don't take or return phone calls, Current problem, the unit won't pump at all. Purchased 2 months ago.

  Business Response

  Date: 11/05/2024

  To Whom It May Concern,
  
  We are truly sorry to hear that the customer was dissatisfied with both the product and our service. We take all feedback seriously and are committed to ensuring a positive experience for our customers.
  
  Upon review, we confirmed that we received the customers email regarding the water fountain issue. Due to a high volume of inquiries, our phone lines may be experiencing delays, but please be assured that we are prioritizing resolving the issue as quickly as possible.
  
  At PETLIBRO, we are dedicated to providing long-term customer satisfaction, and we hope to continue working with our valued customers in the future. If the customer has any further questions or concerns, they are welcome to reach out to our support team for assistance.

• Initial Complaint

  Date:09/19/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered on Sep 13, 2024 One RFID Smart Feeder doesnt work you get the audio voice when pressing the unlock but when you do the rest to connect to wifi the entire screen lights up for a sec. Its supposed to show wifi blinking to connect it does nothing just a blank screen. Support tried to help but then blamed it on my wifi router, so I used a different brand new router still same results. then they said take batteries out and try again, with them out the unit did nothing even with the cord plugged in 5 hours of going back and ******** requested a refund on the unit and was told to package it back up the way it came in the box.Then at 2:05 am the company rejected my return and refund.Then at 6am a different support person emailed me requesting me to redo samething first support person wanted me to do and we redid over and over for 5 hours....so kinda ************* the new support person wants me to take it back out and put it together and takes multi pictures and videoes of the product? and they wont refund me just send me a new base to see if thats the problem and if thats not it they will send me new upper piece to see if that fixes it.

  Business Response

  Date: 09/22/2024

  To whom it may concern
  
  We are sorry to hear that the customer was unhappy with this product and our service. We take feedback very seriously and strive to create a great experience for our customers. 
  
  We would like to clarify that our return center primarily handles non-quality issue returns, and return shipping fees are applicable in those cases. Thats why we initially rejected the customer's return requestso we could further investigate and potentially save the hassle of returning the feeder. 
  
  After checking, we found that our support team is actively resolving the feeder issue. Our support team proposed a replacement part to see if this issue can be resolved. If the issue persits, our support team will process a refund for the feeder. 
  
  As always, PETLIBRO is committed to making sure that the customers experience long-term customer satisfaction and hopes to work with customers in the future. If the customer has additional questions regarding the product, they may contact our support team.

  Customer Answer

  Date: 09/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Really hope the issue gets resolved with the part. Need this for a older cat so other two cats not get her food for her condition.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:09/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Thursday, September 12 at 2 PM Eastern Standard Time they had an issue with their app which has resulted in my OneFeeder ( I have 2 of these automatic feeders) to no longer work with the collars. On Friday, September 13, they asked me to email them pictures of the collars with their QR codes so that their engineering team could reset them. I have not heard back from them since despite multiple emails to them. The feeders are less than one year old and rather expensive.

  Business Response

  Date: 09/19/2024

  To whom it may concern,

  
  We are sorry to hear that the customer was unhappy with this product. We take feedback very seriously and strive to create a great experience for our customers. 
  
  We apologize for the delayed response to this customer as recently some of our colleagues have contracted the flu and are unable to provide service, our workload has increased. After checking, our team has resolved this issue and replied to this customer. If the customer has any concerns or questions, please feel free to contact Petlibro Support Team. 
  
  As always, PETLIBRO is committed to making sure that the customers experience long-term customer satisfaction and hopes to work with customers in the future. If the customer has additional questions regarding the product, they may contact our support team.

• Initial Complaint

  Date:08/23/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered the "Dockstream Battery Operated Water Fountain" and (8) filters for $94.99, receiving it on 7/31/24. My cat would not have nothing to do with it. I contacted PetLibro on 8/13/24 by email as this is the only way you can contact the company. I got a response back on April on 8/13/24, but since then have gone back and forth with her. I told her that I want a refund for $94.99 and she sent me a "Link". to fill out and Submit. I filled out the information in the Link, but when I get to the part after I upload the photo, I cannot "Submit" it. I have tried several times. The "Submit" is not highlighted. ***** keeps asking me to try different things and I told her that know matter what I do, I am still unable to Submit it. I provided her with all the required information in an email to April and I have not heard from her since and that has been a few days ago. I am afraid of missing the deadline to return the item (30 days).

  Business Response

  Date: 08/25/2024

  To whom it may concern
  
  We are sorry to hear about the customer experience. We take feedback very seriously and strive to create a great experience for our customers. We apologize for the lack of response to the customer due to some unforeseen system issue recently. The system issue has been resolved currently. Our support team will assist this customer with the return of the water fountain as soon as possible. 
  
  As always, PETLIBRO is committed to making sure that the customers experience long-term customer satisfaction and hopes to work with customers in the future. If the customer has additional questions regarding the product, they may contact our support team.

  Customer Answer

  Date: 08/30/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/23/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a wet pet feeder from PetLibros official website. Their website clearly states a 30 day return window. When I received the item, I plugged it in only to find that the ** plug is extremely extremely hot. I googled it and found that other people have experienced the same issue, and also read that they delete non positive comments on reddit and Instagram! Anyway I followed the instructions to initiate a return but my return was rejected. This is completely unacceptable. How can you force someone to keep a product you said they could return? Especially when clearly this is a design fault and dangerous?

  Business Response

  Date: 08/25/2024

  To whom it may concern
  
  We are sorry to hear about the customer experience with our product. We take feedback very seriously and strive to create a great experience for our customers. We apologize for the lack of response to the customer due to some unforeseen system issue recently. The system issue has been resolved currently. Our support team will help resolve 
   this issue and we will assist this customer with the return of the product as soon as possible. 
  
  As always, PETLIBRO is committed to making sure that the customers experience long-term customer satisfaction and hopes to work with customers in the future. If the customer has additional questions regarding the product, they may contact our support team.