PetlibroReviews of petlibro.com

I started experience an issue with multiple granary feeders where the low food level indicator fails to function. I reached out to customer support, and initially talked to a rep. At their request I provided a video demonstrating the issue, and then my address for a replacement base. I was then instructed to provide more video evidence of each feeder, which I did, but have gotten no response. I have emailed several times asking for an update, and even submitted a fresh ticket for the issue in the hopes someone would respond. It has now been a month since anyone at Petlibro has contacted me. My ticket number is 612407. Updated 9/3/23: After leaving my review, Petlibro reached out to resolve my open ticket. They sent me four new feeder bases to replace my four malfunctioning ones. I received the shipment promptly, and for now the replacements are functioning. I updated my rating to 4 stars, but I really wish I could give a 3.5. While the company did resolve my issue to my satisfaction, it took way too long and the original bad review to get them to act.

I originally purchased the PETLIBRO Stainless Steel Polar Wet Food Feeder, but unfortunately, the temperature in my first unit wasn’t holding the food cold enough, which caused the food to spoil. I reached out to customer service to report the issue, and Vincy was extremely proactive and helpful throughout the process. The replacement process itself was a little difficult and time-consuming because there are quite a few steps and different pieces of proof that need to be submitted before a replacement can be approved. It took some effort to provide everything that was requested. However, Vincy was very helpful throughout the process and made sure I knew what was needed and followed up to help get my replacement. I really appreciated Vincy’s communication, responsiveness, and willingness to help resolve the issue. While I did have an issue with the original feeder and found the replacement process to be somewhat complicated, the customer service I received from Vincy was excellent. I’m glad PETLIBRO was able to resolve the issue and send me a replacement unit.

I am editing my review from August 4,2026. I received a refund from the company for the defective feeder. I would have left it as a 1 but I changed it to a 4 only because it took them at least 4 days to respond to my emails.

I am updating my review to 4 stars. I deleted my previous review as I have now had my issue resolved. I had a polar feeder ( actually, two) which both stopped working at the same time. Unfortunately, one of them was already out of warranty by a couple of weeks, but I was able to get the other one replaced. They upgraded it to a stainless steel bowl. It took a little bit longer in terms of back-and-forth than I would’ve liked, but eventually, they resolved it in my new feeder is being shipped for my Cat so I am.

Petlibro is always fast to reply to any issues and when our feeder stopped working for our cat they replied right away and walked me through troubleshooting and even released a special software for us to try. They went above and beyond. While it did take more time than we would have liked they agreed to replaced the feeder and we are awaiting shipment. I appreciate them and their help in caring for our cats. thank you!

I like the subscription Filter options but not the amount available to subscribe to. There's not enough filters to match how often you're supposed to change it, so you're always going to be adjusting your subscription dates or buying a few extra filters until your next subscription arrives... Not very convenient. Support is aware of this.

Haben die Pet Luma.. meine Katze mag die und findet es sehr interessant, wenn der Reinigungsmodus los geht. Er findet es sehr lustig und schaut sich das Geschehen mit grossen Augen an. Habe das Gefühl, er geht öfters auf die Toilette nur um sich die Reinigung anzusehen. Einmal war nichts drin im Abfalleimer, nur das saubere Streu, welches ich wieder zurück schütten musste. Und das ist dann ärgerlich für diesen Preis, wenn die Toilette nicht erkennt ob die Katze ihr Geschäft gemacht hat.. Das Sieb hat so grosse Löcher (2 Stk. dabei) dass das Gerät nicht gut die Hinterlassenschaften trennen kann. Werde es mit Betonit Streu versuchen 🤗❤️ wichtig ist dass die Katzis es mögen

Update vom 11.07.: Nach fast vier Wochen hat sich endlich ein Supervisor gemeldet und daraufhin ging es flott. Der Sendungslink kam zeitgleich mit der Antwort und drei Tage später war das neue Gerät da. Es wäre sinnvoll, wenn Petlibro schon über die KI kommunizieren lassen würde, dass sie Personalmangel haben und es bis zu vier Wochen dauern kann, bis sich jemand meldet, man aber auf jeden Fall was hören wird. Dann wüsste man doch bescheid! :) Alte Bewertung: Wir haben den Polar Feeder gekauft. Leider hat er nur knapp über 1,5 Jahre durchgehalten, dann ging die Kühleinheit kaputt. Der Support mit KI-Antwort war super flott, mir wurde das Zusenden eines kostenlosen Neugeräts zugesichert, der entsprechende Supervisor würde sich binnen drei Tagen bei mir melden. Nun sind fast drei Wochen vergangen, neues Gerät ist bisher ausgeblieben, genauso wie eine Antwort durch den Supervisor. Auch auf erneute Rückfrage meinerseits keine Rückmeldung mehr. Auf meine entsprechend negative Bewertung zum Produkt habe ich wieder nur eine automatisierte Nachricht per Mail gekriegt, mit dem Vorschlag, mich über das Kontaktformular zu melden. Ich finde es unfassbar schade, dass der Kundenservice so schlecht ist. Petlibro verweigert auf die Art einfach, sich um Garantiefälle zu kümmern. Ob das rechtlich so in Ordnung ist?