Zane Bekayci B.
Poor customer service, it all works out in the end.
Update: Petlibro's response is true. The fountain arrive. Then the feeders arrived. I took pictures of the shipping labels on the box the feeders came in and sent it to customer service. I included my credit card statements again and insisted they check their financial records. I suggested perhaps I typed my email wrong. They were able to cross swim prints the shipping label with their records and find the account that was created for the shipment of the feeders. That's how they were able to figure out that my email address had a typo. I had to wait well over a week for a department to do some work on their end so that my correct email address would be connected to the care plan that I purchased when I purchased the feeders. Everything eventually worked out in the end. It certainly took a lot of patience. The feeders and the fountain have solved all of my issues and they work great. The care plan is not worth what they charge for. The app itself without the care plan is perfectly fine. I regret paying over $100 for a year subscription. I will not continue to subscribe ongoing as the subscription does not provide me with anything beneficial. Certainly not worth the money. *********************************** Original post: I was very excited about the technology that Petlibro has such as the RFID feeder and the RFID fountain. Both of which solves multiple problems with my three kitties. One of them just got out of the hospital from a nine day stay and now has a prescription diet. Another of my kitties has a bad habit of eating the other cats' leftovers after she's consumed her own. She has put on quite a bit of extra weight because of this, and now requires her own special food to help her manage her weight. Petlibro had all the answers to my prayers! I was thrilled to find that I could even purchase three feeders and get a discount. Bonus: I could also subscribe to the Careplus plan with my purchase for an additional discount and the shipping turned out to be free. I spent over $500 to solve my kitty feeding problems but it was well worth it! I immediately started receiving emails offering discounts on additional products. My kitty who had been in the hospital was not urinating very often and I became concerned that he may not be drinking enough water. Once again, Petlibro had the answer I was looking for. I went back to the site and purchased the RFID fountain. I looked forward to receiving the feeders any day now, and setting them up as well as the fountain. Immediately after purchasing the fountain, I began receiving emails, one to confirm the purchase, another two update me on delivery progress, and offering a tracking number, yet another one updating delivery progress. That's when I began questioning things, first of all, the RFID feeders should have arrived by then and they weren't here. Second of all, I had not received any confirmation emails about the purchase or transit or delivery of the RFID feeders. I tracked my credit card statement and I had in fact been charged the amount that I agreed on when I made the purchase. It was the same company and the same address that I was charged for the RFID fountain . I reached out to Petlibro informing them of the issue. They told me that they had no record of my first order only record of the RFID fountain. I sent them screenshots of my credit card statement. Days have gone by and I have not heard from them. Also, the status on my Petlibro account indicates that the RFID fountain has been delivered. I received an email stating that the fountain has been delivered. I reached out to Petlibro in the chat about my concerns, it replied that it was connecting me to a live agent "soon" I sat in the chat and waited almost 40 minutes checking back regularly. I didn't get any response from an "live agent" I occasionally send a message indicating I was still waiting, still nothing. It has been three hours since the AI Bot told me that I would be connected with a live agent "soon" Now I'm starting to worry that I've somehow been scammed. I've spent another hour searching the Internet, reading reviews and trying to figure out if other people have had this issue or not. I'm also trying to decide if I should report this to my credit card company and have them investigate the charges. What I would really like to happen is to receive the items that I ordered because I absolutely need these feeders and the fountain to solve my kitties feeding issues. There are other alternatives out there, but Petlibro's products seem to be the best option. Now I'm worried it's too good to be true.
Response from PetlibroSep 16, 2026
Dear Zane, We sincerely apologize for the frustration and concern caused by the delayed responses and the difficulty you experienced reaching our support team. We completely understand how worrying this must have been, especially after making such an important purchase for your cats and initially being unable to locate the order information. We also want to sincerely thank you for the trust and support you showed Petlibro throughout your review. It truly means a great deal to us that, despite the difficulties you experienced, you still recognized the value of our RFID feeders and fountain and remained hopeful that our products could help meet your cats’ different feeding and hydration needs. We are especially grateful that you chose Petlibro so firmly when looking for solutions for your three cats. After reviewing the case, we found that an email address typo had caused the order and subscription information to be associated differently, which made it more difficult for our team to locate and verify the records at first. We also recognize that the extended response time and lack of timely updates made the situation much more stressful than it should have been. We’re glad that our support team was ultimately able to resolve the order and Care subscription issues. On August 26, you also kindly confirmed to us that you had received the resolution in another email thread and that the issues had been resolved. Thank you again for your patience, understanding, trust, and continued support. We will keep working to improve both our products and our customer service so that the experience we provide can better live up to the confidence customers like you place in Petlibro. Sincerely, Petlibro Customer Support Team