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 Five Star Index, 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 Five Star Index
2026
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The company replied to 50% of reviews.
Latest
Most recent review: October 2026.
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Stay away!!!!! When I first purchased this product it was great. Within the last six months everything about PetLibro has been horrible. My feeder was very inconsistent with being online and my cat would sometimes not get fed. They recently had an outage and my polar wet feeder is no longer cooling. I submitted a help request August 19, 2026. I submitted all the requested documentation and have not heard back from them since August 21, 2026. I have emailed asking for follow up every day and am met with silence. Customer service is non existent.
**Update**
While I did get a replacement it was only when I reached out by phone to Petlibro. At no point did Petlibro reach out to me. The warranty was honored and I did get a replacement. Hoping that customer service does improve.
Response from PetlibroSep 4, 2026
Hi Pamela,
Thank you for taking the time to share your experience. We are truly sorry that it took longer than expected to provide you with a clear response, especially after you had already completed the requested troubleshooting and provided the supporting information.
We understand how important reliable feeding and cooling are when you depend on the feeder to care for your pet, particularly while you are away from home.
During this busy period, we have experienced a significant increase in customer inquiries, which has resulted in longer response times than usual. We understand how frustrating it is to follow up repeatedly without receiving a timely update. We are actively expanding and training our support team and improving our internal processes so that cases can be reviewed and followed up more efficiently.
We would also like to reassure you that your feeder is covered by Petlibro’s 24-month warranty.
A dedicated member of our support team has now contacted you directly and provided a solution for your case. We will continue following your case to make sure it is properly completed.
We sincerely appreciate your patience and the time you spent cooperating with our troubleshooting process. Your feedback is helping us improve both our response efficiency and the overall warranty support experience.
Sincerely,
Petlibro Customer Support
JA
jamie
RFID on collar is huge and cats hate it!
9/27 UPDATE: Petlibro responded to this email that they would have someone contact me within 24 hours. It has been over a month and I have not been contacted. I tried using as a stand alone feeder, but I get regular error that the feeder is blocked and I have to manually pull the food out to clear. This happens almost daily.
Original post 8/23/26 I bought 3 Petlibo RFID feeders and the collars did not work for any of my cats. They completely freaked out with the collars on to the point where I thought they would hurt themselves if I left them on. The rfid tag is huge and heavy for a small cat. I am trying to return and Petlibro is charging me $48 to return! Do not buy this direct from Petlibro. Buy through someone that offers free returns. I will be looking for an automatic feeder that utilizes their microchip.
Response from PetlibroAug 24, 2026
Dear Jamie,
Thank you for updating your review, and we sincerely apologize for the continued frustration and delay.
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 follow-up processes so that cases can be handled more accurately and efficiently.
We also want to apologize for an error on our side when trying to identify your previous support history. Your review was initially matched to another customer with the same name who had also reported purchasing three RFID feeders, which led us to associate your feedback with the wrong support case.
To help us locate your actual case accurately and avoid any further delay, could you please update this Trustpilot review and add your support ticket number?
Once we have the correct ticket number, we will be able to review your full case history, including the return request and the feeder-blocking issue you mentioned in your latest update, and prioritize the follow-up accordingly.
We’re very sorry again for the incorrect case match and for the additional frustration this has caused. Thank you for helping us identify the correct case so we can move this forward properly.
Sincerely,
Petlibro Customer Support
CV
Cynthia V.
Customer Service is Horrible
I have been trying for over a month to get a replacement feeder for one that stopped working before the year's warranty. For the first two weeks, my emails went unanswered. Then I contacted the company through the app and finally got a response. They asked for all the information I had already submitted through my initial Zendesk ticket. I obliged and waited another week to get a response, they yes, they would send a new feeder. Another week went by with no update and no feeder arrived. I reached out through the email chain and received no response. I then tried the app again and received a rote response asking me for all my initial information and some "quick fixes" to try. While Petlibro products are good in theory, if you can't get them to connect to the app, they don't work properly. If I could access the feeder another way, that would be fine, but that's not the case. With how unresponsive the help desk is, I would not purchase another produce from Petlibro.
Response from PetlibroAug 24, 2026
Hi Cynthia,
Thank you for taking the time to share your experience. We are truly sorry that the support process took longer than expected, and we sincerely appreciate your patience and cooperation in providing the requested information, troubleshooting details, video, and proof of purchase.
We also want to clarify that the App is not the only way to contact Petlibro Support. Customers can reach us through email, App feedback, website support channels, and available phone support. We are sorry that the delays you experienced gave you a different impression.
During this busy period, we have experienced a significant increase in customer inquiries, which has resulted in longer response times than usual. We are actively expanding and training our support team, while also improving our internal case-handling process to reduce unnecessary duplicate requests and help information carry over more smoothly between support channels.
We would also like to reassure you that Petlibro provides a 24-month warranty, so your feeder remains within the warranty period.
Our support team has now continued following up with your case and provided a clear next step. Your case has also been prioritized so that we can continue moving it forward as efficiently as possible.
We sincerely appreciate your feedback. It is helping us improve both our support efficiency and overall customer experience.
Sincerely,
Petlibro Customer Support
KM
Kat M.
Very disappointed in Petlibros customer…
Very disappointed in Petlibros customer service. I have been waiting since February 2025 (!) for a promised free replacement metal bowl for my automatic wet food feeder.
They promised it to me several times in 2025 that it would be shipped soon, but then later apologized that they didn’t have stock in Canada.
It is now August 2026 - that is 18 months later - and I still haven’t received that promised replacement bowl. Seriously!?!? At this time Petlibro is also no longer responding to my follow up messages either. I really wish I had returned the feeder when it was still possible but they kept reassuring me a replacement would be on its way soon.
Needless to say that without that replacement bowl the feeder is absolutely useless and the worst clunky dust catcher to have. :(
Such a frustrating and absolutely disappointing experience.
Response from PetlibroAug 24, 2026
Hi Kat,
Thank you for taking the time to share your experience. We are truly sorry for the long wait and the frustration this situation has caused, especially after you had been expecting an update for such an extended period of time.
We also sincerely apologize that your replacement bowl case was not followed through as it should have been. We have reviewed the handling of this case, identified a gap in our follow-up process, and have already made improvements to help prevent long-running replacement cases from being missed in the future.
During this busy period, we have also experienced a significant increase in customer inquiries, which has affected our response times. We are actively strengthening and training our support team and improving our internal workflows so that cases can be identified, prioritized, and followed up more consistently.
Your case has now been prioritized, and a dedicated member of our support team will follow up with you within 24 hours to review the current status and provide the appropriate next step.
We are very sorry that this experience has affected your confidence in Petlibro, and we appreciate you bringing it to our attention.
Sincerely,
Petlibro Customer Support
MH
Miranda H.
Worst customer service!!!
I don’t ever leave reviews but the litter robot is the worst purchase I have ever made. This company has the worst customer service I have ever experienced in my life. Purchased litter box in the beginning of the year and started having issues with it immediately. I have been reaching out to customer service since February 2026 about issues with the litter robot not working. All I have received for months is generic troubleshooting suggestions. The sensors in the litter robot do not work. It is constantly pausing and having issues. The point of getting this was for the convenience and now I’m having issues where I’m at work and my cats can’t use the bathroom because the litter box is stuck up upside down for hours on end. The reset on the app does not work so have to do it manually which I can’t do when not home. Even if product was great I would not suggest simply because of customer support.
Response from PetlibroSep 4, 2026
Hi Miranda,
Thank you for taking the time to share your experience. We are truly sorry that the issues with your Luma Smart Litter Box have continued for so long and that the support process has added further frustration.
We sincerely appreciate the time and effort you have already spent providing videos, screenshots, order information, and detailed descriptions of the repeated pausing, sensor alerts, and cleaning-cycle issues. We understand how important it is for the litter box to operate reliably, especially when you are away from home and unable to manually reset the device.
Our technical team has reviewed the information you provided and is continuing to investigate the repeated interruptions. Based on the findings so far, a targeted firmware adjustment has also been provided for further testing. This is intended to help us narrow down the cause and determine the most appropriate next step, rather than asking you to repeat the same general troubleshooting again.
We also sincerely apologize that some of our previous responses did not fully reflect the history of your case and that your attempts to reach us by phone were not answered as promptly as expected. During this busy period, we have experienced a significant increase in customer inquiries. We are actively strengthening and training our support team and improving our internal case-handling process so that long-running cases can be followed more consistently and efficiently.
Your case remains under active review, and our team will continue from the information and results you have already provided.
Thank you again for your patience and for giving us the opportunity to improve both your product experience and our support process.
Sincerely,
Petlibro Customer Support
PW
Pamela W.
THIS COMPANY IS A TOTAL RIP OFF....THEY…
THIS COMPANY IS A TOTAL RIP OFF....THEY TAKE MONEY FROM YOU FOR PRODUCT THAT YOU NO LONGER HAVE! THIS IS A RIP OFF COMPANY....DO NOT BUY ANY CAT FEEDERS FROM THIS COMPANY!!!!!
Response from PetlibroSep 4, 2026
Hi Pamela,
Thank you for sharing your concerns. We understand how upsetting it was to see subscription charges after you no longer had the feeder, and we would like to clarify how software subscription payments and cancellations are handled.
Petlibro software subscriptions can be processed through different payment platforms. Subscriptions purchased directly through Petlibro and processed through Stripe can be managed by our support team.
However, subscriptions paid through third-party platforms such as Google Play or Apple are managed by those platforms, including cancellation and refund requests. Petlibro does not have access or authorization to directly cancel or refund payments processed by Google or Apple.
In your case, our team was able to take action on the subscription processed through Stripe, and the cancellation and refund have now been completed. For the separate subscription purchased through Google, the cancellation and refund request must be reviewed directly by Google because the payment was processed through their platform. You may continue contacting Google Support and ask them to review the charge and determine whether a refund can be provided under their policy.
For reference, our subscription cancellation and refund guidance is available here:
https://petlibro.com/pages/how-to-cancel-a-petibro-subscription-and-request-a-refund?_pos=1&_psq=software&_psid=ff72de048&_ss=e
We understand that this payment-platform distinction can be frustrating, especially when you expected Petlibro to be able to resolve everything directly. We take subscription and billing concerns seriously, and our team has taken the appropriate action on the subscription we are able to manage directly.
Thank you for bringing this to our attention and giving us the opportunity to clarify the situation.
Sincerely,
Petlibro customer support
SS
Shachar S.
Zero customer service for a brand-new, defective feeder
**UPDATE**
Three days after posting this review, a representative contacted me by email, and we began a lengthy process of troubleshooting the issue. This involved multiple attempts to reset and update the feeder, as well as taking photos and videos and sending documentation to PETLIBRO for review. The process took a considerable amount of time and was only concluded around September 1 — approximately 10 days of back-and-forth communication and troubleshooting.
I would like to note that the representative was responsive, communicative, and available throughout the process.
After this period and numerous attempts to resolve the issue, it was eventually determined that the feeder I received was defective. I was offered either a refund or a replacement feeder, but the replacement could only be shipped within the UK. Since I am not located in the UK or Europe, and the feeder had originally been purchased through Amazon from PETLIBRO’s official store, this was not a viable option for me.
As a result, I had no choice but to accept a refund of £107. However, this only covered the cost of the feeder itself and did not include the additional customs and shipping costs I had paid, which amounted to approximately £52.
This meant that I could no longer afford to simply order another feeder through Amazon, as the additional costs would have to be paid again. In the end, I received only a partial refund relative to the total amount I had actually paid, and I was left with a defective feeder that I could not replace through PETLIBRO.
While I appreciate the representative’s effort and communication throughout the troubleshooting process, the final resolution was ultimately disappointing, as I was left out of pocket for the additional costs and without a functioning feeder.
**
I ordered two very expensive feeders so that I could keep the medical food for each of my cats separate, as each of them needs to eat a different diet.
Unfortunately, the feeders arrived at exactly the time when there were communication issues with the app, something I obviously could not have known in advance. It took me around 5 hours just to set up both feeders and get everything working.
Once I finally managed to get everything set up, I discovered that one of the feeders has a serious issue: *the door repeatedly closes on my cat while he is eating.* This is especially concerning because he is diabetic and needs to be able to eat properly and reliably.
I contacted customer support and provided all the information they've requested, including the exact model and version. I went through all the troubleshooting steps you asked me to, and I also sent you my proof of purchase.
Since then, I have heard absolutely nothing.
For several days now, I feel like I am talking to myself through email and chat. Every time, I receive the same automated response saying that my case has been escalated to the appropriate team and that I will receive a response soon. But “soon” is completely vague and gives me no timeframe whatsoever, leaving me completely in the dark while my diabetic cat still cannot properly use the feeder that cost me around $220.
I paid a very significant amount of money for these feeders, and I expected a level of customer support that reflects the price of the product. Instead, I am receiving virtually no support at all for a product that, in its current state, simply does not work properly.
Response from PetlibroAug 21, 2026
Hi Shachar,
Thank you for your continued trust in Petlibro and for being a loyal customer. We are especially sorry that this experience with your new feeders has been so frustrating after the confidence you have placed in our products.
We also sincerely apologize that your initial setup coincided with the recent Petlibro App service disruption. The App issue has since been resolved. We understand that you also experienced a scheduled feeding that did not occur as expected during that period. Our technical team has reviewed the reports from the incident, identified the underlying cause, and the next version will include further optimizations to improve feeding-plan stability and reliability.
Regarding the bowl lid repeatedly closing while your cat is eating, we fully understand how concerning this is when reliable access to food is so important. We truly appreciate the time you have already spent providing the requested device information, completing the troubleshooting steps, sharing the video, and submitting your proof of purchase. The information you provided has been received and forwarded to our technical team for further investigation of the lid behavior.
We are also very sorry that, after cooperating with all of these requests, you still had to contact us several times for a meaningful update. During this busy season, we have experienced a significant increase in customer inquiries, which has resulted in longer response times than usual. We recognize that this does not lessen the frustration of waiting without a clear timeframe. We are actively training additional team members and improving our processes so that customer inquiries can be reviewed and answered more efficiently.
Your case has now been prioritized, and a dedicated member of our support team will continue following up with you within 24 hours and provide the appropriate next steps based on your situation.
We understand that customers who invest in Petlibro products reasonably expect both reliable performance and responsive support. We sincerely appreciate your patience, your detailed feedback, and the opportunity to improve your experience.
Sincerely,
Petlibro Customer Support
DD
Diego de la R.
Para nada recomendable
Para nada recomendable. Se queda atascado a menudo y tengo que mover la comida para que vuelva a funcionar. Lo peor ha sido al irme de vacaciones, cuando la máquina me aparecía como offline en la app y dejó de funcionar. Tuve que llamar a un amigo para que diera de comer al gato, de lo contrario habría estado una semana entera sin comer.
Response from PetlibroAug 21, 2026
Hola Diego,
Gracias por compartir su experiencia. Lamentamos sinceramente la preocupación y la frustración que esta situación le ha causado, especialmente estando fuera de casa y dependiendo del alimentador para cuidar de su gato.
Los problemas de conexión que experimentó coincidieron con una interrupción inesperada del servicio de la App de Petlibro. El servicio ya ha sido restablecido y podemos ver que su dispositivo está nuevamente en línea. Sin embargo, entendemos perfectamente que esto no elimina la preocupación que sintió mientras estaba fuera ni el hecho de que tuvo que pedir ayuda a un amigo para asegurarse de que su gato recibiera comida.
También hemos tomado muy en serio su comentario de que el alimento se atasca con frecuencia. Este problema puede ser independiente de la interrupción de la App, por lo que nuestro equipo también revisará el funcionamiento de la dispensación, incluyendo factores como la alimentación eléctrica, el tamaño de las croquetas y el estado del rotor.
Dado que actualmente se encuentra fuera de casa, no queremos pedirle que realice pasos innecesarios o poco prácticos. Nuestro equipo de soporte trabajará con usted para determinar la forma más adecuada de comprobar el problema y encontrar una solución.
Hemos trasladado tanto su experiencia durante la interrupción de la App como el problema recurrente de dispensación a nuestro equipo técnico para su análisis. Agradecemos sinceramente sus comentarios, ya que nos ayudan a mejorar tanto la fiabilidad del producto como la experiencia de soporte.
Un miembro dedicado de nuestro equipo de soporte se pondrá en contacto con usted dentro de las próximas 24 horas para proporcionarle los siguientes pasos adecuados.
Lamentamos nuevamente que esta experiencia haya afectado su confianza en Petlibro y agradecemos la oportunidad de ayudarle.
Atentamente,
Petlibro Customer Support
