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
About these reviews
Replies
The company replied to 50% of reviews.
Latest
Most recent review: October 2026.
Edits
Reviews are shown as their authors wrote them. The company can reply, but cannot edit them.
Score
This company cannot pay to remove reviews or change its score.
The drinking fountain is excellent. My cats love it. Following one part breaking I got in touch with Petlibro and they answered immediately and informed me of a 24 month warranty. I then heard nothing which is when I gave them a one star review. Since then they have apologised for the delay in communication and they have sent me the replacement part. So I am changing my review. The product is excellent.
Response from PetlibroSep 11, 2026
Hi there
Thank you for contacting us. I am so sorry to learn that you experienced a delay with your replacement part initially.
We truly appreciate you updating your review and letting us know how much your cats love the drinking fountain. We are glad that our team could assist you and get your replacement sorted out.
We really appreciate your patience and if you have any further questions, please don’t hesitate to contact us.
CH
christelle
Mon distributeur de croquettes est en…
Mon distributeur de croquettes est en panne depuis plus d’une semaine .
Impossible de joindre une personne du SAV. J’ai suivi la procédure guidée par une IA.
Et depuis j’attends ….
J’ai acheté ce distributeur il y a moins d’un an et je l’ai payé 180€.
Honteux !
Response from PetlibroSep 16, 2026
Bonjour Christelle,
Merci d’avoir pris le temps de partager votre expérience. Nous sommes sincèrement désolés pour le délai rencontré après vos premières démarches auprès de notre service client.
Nous comprenons également votre frustration de ne pas avoir pu obtenir plus rapidement le suivi d’un conseiller après les premières étapes guidées. Ces dernières semaines, nous avons connu une forte augmentation du nombre de demandes, ce qui a malheureusement rallongé nos délais de réponse. Nous renforçons actuellement notre équipe, formons de nouveaux collaborateurs et améliorons nos procédures internes afin que les dossiers techniques et les demandes de service après-vente soient suivis plus rapidement et plus régulièrement.
Nous avons bien retrouvé votre dossier ainsi que les informations, photos et vidéos que vous nous avez déjà transmises. Notre équipe poursuivra donc le traitement à partir de ces éléments.
Un membre de notre équipe vous recontactera dans les 24 heures afin de poursuivre personnellement le suivi de votre dossier et de vous communiquer clairement les prochaines étapes.
Nous sommes sincèrement désolés pour cette attente et vous remercions pour votre patience.
Cordialement,
Petlibro Customer Support
MA
Marika
Absolutely top notch customer service
Absolutely top notch customer service! I received responses immediately after any message I sent to the company. And they were able to quickly help me resolve the issue I was having. Their customer service alone will keep me using their products.
Response from PetlibroSep 11, 2026
Hi there,
We are truly grateful for your wonderful five-star review. It means so much to know that your experience has strengthened your trust in Petlibro. We appreciate your continued support and look forward to serving you again.
We really appreciate your patience and if you have any further questions, please don’t hesitate to contact us.
ZE
Zelda
Ran into an issue with my petlibro fountain…
Ran into an issue with my petlibro fountain and verified with their support that it is a malfunction of the dock, was told I was being escalated through to a supervisor for them to review the next best steps to satisfy their warranty/user end support.
I went as far as trying to create another support ticket just in case it got lost in the works, they were able to verify it did not and just told me to keep waiting with no sort of timeframe provided. It has now been over a month, still no word or resolution. Customer service has been abysmal/nonexistent at this point.
Would love to say the devices are great but from what I've seen a lot of people are experiencing issues like this now, and with no support to back the issues everything just seems BAD.
Ticket #623764
Response from PetlibroSep 11, 2026
Hi Zelda,
Thank you for sharing your experience. We are very sorry that you have been waiting so long for a clear update after completing the troubleshooting and providing a video showing the fountain issue.
During this busy period, we have experienced a significant increase in customer inquiries, which has resulted in slower response times than usual. We are actively training additional team members and improving our internal support process so that escalated warranty cases can be reviewed and followed up more efficiently.
We appreciate the time you took to test a new motor, clean the fountain thoroughly, and provide the requested video and purchase information. Your case has already been escalated for further review, and our team will review your case carefully and continue working toward the appropriate resolution.
A dedicated member of our support team will follow up with you within 24 hours to review the current status and provide a clear next step.
We sincerely apologize for the delay and appreciate your patience while we work to resolve this properly.
Sincerely,
Petlibro Customer Support
GH
ghostmonster
Warranty Issue With No One To Help
Final update: I am changing my rating to 5 starts because the company made good on their warranty and my new Polar feeder was delivered today. I don’t know if this one will last longer than my last, as it seems like the cooling function is prone to breaking on these. The new feeder will be under the same warranty window as my last, which means I’ll have less than a year left under warranty (from the date the first one was purchased). If this one breaks, I’ll switch to a different brand of refrigerated feeder. In any case, I have received my warranty replacement and want to give PetLibro credit where it’s due. Thank you!
Updating with my ticket number, based on Petlibro response, below. I have now heard from an agent that I have satisfied the requirements to prove my item is eligible for replacement under warranty. I will update this review if I receive a replacement of the defective item. Ticket# 675474 (this is a new ticket I opened due to no follow-up on earlier ticket).
I have been mostly happy with my multiple Petlibro products for the past year. Within the past week or so, my Polar feeder stopped working. It no longer cools the food, meaning wet food quickly starts to rot. The fan is working but the plate stays room temperature with zero cooling. I followed all the troubleshooting tips, uninstalled and reinstalled the app, etc. Now I see this is a common issue with the Polar feeder and requires replacement with a new unit. Since I am under warranty for my feeder purchased directly from Petlibro, I have reached out to start a ticket and try to get in touch with an agent to assist. I’ve tried starting a ticket through the Petlibro site, chatting with an agent, and calling to speak to someone. No one has responded to any of these attempts. The chat is all AI-run and I am left with the assurance a human will be in touch with next steps. This hasn’t happened. The phone is just an automated menu, followed by a message about no agents available, leave your information and someone will be in touch. You guessed it—still no follow-up. I wish I had known of the lack of customer service (not even being able to speak with a human) and this company’s practice of ignoring customers’ issues. A warranty is worth nothing if you can’t even speak to someone to address it. I would love to have my mind changed about this company, and go back to being a satisfied customer. Right now it’s looking like the products I purchased to make our lives easier are having the opposite effect.
Response from PetlibroSep 11, 2026
Dear customer,
Thank you for updating your review and for giving us the opportunity to assist you.
We sincerely apologize for the delay in responding to your earlier requests. We have recently been experiencing a significantly higher volume of customer inquiries than usual, which unfortunately resulted in longer response times.
We also understand your concern about not receiving a timely callback. We have provided additional training and reminders to our phone support team to ensure that callback requests are followed up on more promptly.
Please rest assured that your feeder is covered by our 24-month warranty, and we’re glad that our customer service team has now been able to connect with you and resolve your warranty case.
We truly appreciate your patience, cooperation, and continued support of Petlibro.
Sincerely,
Petlibro Customer Service Team
MI
Mick
Unreliable - didn't even last a year!
I loved this feeder when I first got it - but after 10 months the feeder started making grinding noises. I cleaned it all out, found nothing obvious, but the noise stayed. It got worse. I finally contacted PetLibro support. After a few emails back and forth, they asked me to send a video. I did, and that was the last response I got from them. All my emails now go unanswered. So FORGET the warranty! Buy from a different manufacturer, guess I’ll have to now.
Response from PetlibroSep 11, 2026
Hi Mick,
Thank you for taking the time to share your experience. We are very sorry that your feeder issue has remained unresolved for so long, especially after you had already completed the troubleshooting and sent us a video for review.
During this busy period, we have experienced a significant increase in customer inquiries, which has unfortunately resulted in slower response times than usual. We are actively training additional team members and improving our internal support process so that cases can be reviewed and followed up more efficiently.
We also sincerely apologize that our delayed follow-up affected the review of the video you previously provided. Unfortunately, by the time our team was able to review the case, the WeTransfer link had expired and was no longer accessible.
Could you please re-upload the video and send us a new WeTransfer link? You will not need to repeat the troubleshooting steps you have already completed, and we will continue the review from the existing case history.
Your case has now been prioritized, and a dedicated member of our support team will follow up with you within 24 hours to continue the warranty review and provide a clear next step.
We are sorry that the delay has caused you to lose confidence in the support process, and we appreciate the opportunity to properly review your case.
Sincerely,
Petlibro Customer Suppor
YU
Yuki
Anfangs schwierig, aber am Ende top Kundenservice
Ich warte weiterhin auf Antwort. Ich habe am 24.08 geschrieben und heute am 10.09 immer noch keine Antwort erhalten. Der Kundenservice war am Anfang noch bemüht, bis es darum ging, dem Defekt auf die Spur zu gehen. Jetzt keine Antwort mehr.
Update:
Der Kundenservice hat sich mittlerweile gemeldet und das Problem äußerst kulant und nett gelöst. Auch wenn der Start holprig war, bin ich mit der jetzigen Lösung zufrieden und hoffe, dass ich vorher nur ein Montagsmodell erhalten habe.
Response from PetlibroSep 11, 2026
Hallo Yuki,
vielen Dank, dass Sie Ihre Erfahrung mit uns geteilt haben. Es tut uns sehr leid, dass Sie so lange auf eine Rückmeldung warten mussten, obwohl Sie die angeforderten Informationen und Videos bereits eingereicht hatten.
Aufgrund eines derzeit sehr hohen Anfrageaufkommens waren unsere Antwortzeiten leider länger als üblich. Wir erweitern und schulen unser Serviceteam derzeit aktiv und verbessern gleichzeitig unsere internen Abläufe, damit technische Fälle und Garantieanfragen künftig schneller und zuverlässiger bearbeitet werden können.
Unser Kundenservice hat Ihren Fall am 10. September erneut aufgegriffen und wird die Bearbeitung nun priorisiert fortsetzen.
Bitte seien Sie versichert, dass Ihre Bestellung innerhalb der 24-monatigen Garantie liegt. Wir werden Ihren Fall weiterhin prüfen und die entsprechende Garantieleistung bereitstellen.
Wir verstehen auch, wie enttäuschend es ist, wenn ein Trinkbrunnen wiederholt unzuverlässig funktioniert, obwohl Sie ihn ordnungsgemäß reinigen, warten und ausreichend Wasser eingefüllt haben.
Ein zuständiger Mitarbeiter wird Ihren Fall weiterverfolgen und sich erneut mit Ihnen in Verbindung setzen, damit wir gemeinsam zu einer passenden Lösung kommen.
Vielen Dank für Ihre Geduld und dafür, dass Sie uns die Möglichkeit geben, Ihren Fall sorgfältig zu klären.
Mit freundlichen Grüßen
Petlibro Kundenservice
AF
Ana F.
Difficult to get a hold of, eventually got my feeder replaced
Updated as I have reached a resolution with Petlibro after taking multiple measures to get the attention of their customer service team. It took over a week to get a response, but after DMing Petlibro on Instagram and leaving a negative review on Trustpilot, I was able to get a new feeder sent my way. The products are great (when they work), but it should be much easier to get the attention of their customer service team, especially since their products are such an integral part of my pet’s routine and having them be unusable is disruptive. Would recommend hiring more customer service agents asap.
Response from PetlibroSep 10, 2026
Hi Ana,
Thank you for updating your review and for your kind words about the Polar Wet Food Feeder. We truly appreciate that you gave us the opportunity to address the issue and that a solution has now been arranged for you.
We are very sorry that it took longer than expected for you to receive a clear response. During this busy period, we have experienced a significant increase in customer inquiries, which has affected our response times. We are actively hiring and training additional support team members and improving our internal processes so that warranty cases can be reviewed and followed up more efficiently.
We also want to reassure you that your case was reviewed under the applicable warranty coverage, and our team has now provided the corresponding solution. We appreciate your patience throughout this process and understand how disruptive it can be when a feeder that is part of your pet’s daily routine is unavailable.
Our support specialist will continue to follow up on the arrangement and make sure the next steps proceed smoothly.
Thank you again for recognizing the product itself and for sharing your feedback about the support experience. Your comments are helping us improve both our service capacity and the way we handle customer follow-up.
Sincerely,
Petlibro Customer Support
