Petlibro Reviews | Read Customer Reviews of petlibro.com

Petlibro Reviews | Read Customer Reviews of petlibro.com

Petlibro reviews

1,033 approved reviews, newest moderated first

Andreas G.
Oct 18, 2026
Petlibro Polar review
Left a bad review a couple of weeks ago, doing it again. Petlibros answer was that they would "answer me within 24 hours" and spoiler alert: they did not. The Petlibro Polar is now returned and refunded by Amazon. Avoid this company at all costs. Can't wait for the Petsafe FreshFeed to launch in Europe.
Response from PetlibroOct 20, 2026
Dear Andreas, Thank you for sharing your experience again. We sincerely apologize for the frustration and disappointment you've experienced with both your Petlibro Polar feeder and our customer support. You're absolutely right to be upset. We previously assured you that our team would follow up within 24 hours, but we failed to meet that commitment. We understand how this has further damaged your trust in us, and we sincerely apologize. We've been experiencing a significantly higher volume of support requests than usual, which has affected our response times. However, we recognize that this does not excuse our failure to follow through on our promise. We are actively improving our support processes and team coordination to prevent similar situations. We also appreciate the time you spent troubleshooting the feeder and providing a video of the issue. We completely understand why you ultimately chose to return the product to Amazon for a refund after waiting so long for assistance. Our customer support team has now followed up with you by email on October 19 and October 20 to address your case and explain the available options. We understand that this response came much later than it should have, and we deeply regret that we were unable to provide the timely assistance you deserved. We respect your decision and genuinely appreciate the opportunity you gave us to address the issue. Your feedback is being taken seriously as we work to improve both our products and customer service. Sincerely, Petlibro Customer Support
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Tom W.
Oct 15, 2026
Disappointing Product Reliability and Even More Disappointing Customer Support
I purchased the PETLIBRO Polar wet food feeder expecting a reliable product that would help me feed my pets consistently. Unfortunately, the food tray developed a problem where it would spin continuously instead of stopping at the proper position, rendering the feeder unusable. I tried troubleshooting the problem by unplugging the unit, removing the batteries, and resetting it. Each time I reset it, the tray would stop briefly before starting to spin continuously again. I contacted PETLIBRO customer support on September 5 and followed up multiple times by phone and email. It took over a month to receive a meaningful response. By that point, I had lost confidence that the issue would be resolved in a reasonable timeframe, so I turned to Amazon, which ultimately refunded my purchase. I had to return the defective feeder, and a replacement was not offered. When PETLIBRO finally responded, they asked me to provide a video demonstrating the malfunction. Unfortunately, I could no longer do that because I had already returned the device to Amazon to obtain my refund. PETLIBRO acknowledged the lengthy delay and apologized, which I appreciate. However, their proposed resolution was a 20% discount on a future purchase. Even with that discount, buying another feeder would cost me approximately $35 more than I originally paid. After explaining my situation and asking whether they could make an exception, I received essentially the same offer. I understand that products can fail. What disappointed me most was the lack of timely support and the unwillingness to offer a more reasonable solution after I had made repeated attempts to get help. My experience has left me questioning both the product's reliability and PETLIBRO's commitment to customer service. I would have been much more willing to purchase another feeder if the company had handled my original support request promptly and made a reasonable effort to retain my confidence as a customer. Based on this experience, I would be hesitant to recommend PETLIBRO wet food feeders to others.
Response from PetlibroOct 16, 2026
Dear Tom, Thank you for sharing your experience. We sincerely apologize for the frustration caused by your Polar Wet Food Feeder malfunction and, especially, the long delay in receiving assistance from our support team. Due to a significant increase in customer inquiries, our response times have unfortunately been longer than usual. We are actively training additional support team members and improving our internal processes to provide more timely and consistent assistance. We completely understand why you could not wait any longer and ultimately turned to Amazon for a resolution. We also appreciate the time and effort you spent troubleshooting the issue. We recognize that the solution offered by our support team did not meet your expectations, particularly given the additional cost of purchasing another feeder. We understand your disappointment and regret that your experience has left you questioning our commitment to customer support. Your concerns deserve further attention, and our customer support team will follow up with you within 24 hours to review your situation and discuss the available options. Thank you again for your patience and for giving us the opportunity to address your concerns. Sincerely, Petlibro Customer Support
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Christina R.
Oct 14, 2026
Cooling Function Failed on Device/ Terrible Customer Service
**Cooling Function Failed — Nearly Three Months of Unresponsive Customer Service** I'm extremely disappointed with both my Petlibro feeder and the customer service I've received. My feeder stopped properly cooling my cat's wet food, which is one of the primary reasons I purchased this product. I've been contacting Petlibro since late July 2026, and it is now October. Despite multiple follow-ups and opening support ticket #670959, I still have not received meaningful assistance or a clear resolution. I have followed all directions and tests to provide to them the defective feeder by sending them videos of it not working properly. They ghosted me after they mention they would help with a replacement and send me more information on how to proceed. I've spent nearly three months trying to get help and close this ticket. This experience has seriously damaged my confidence in Petlibro. A company should stand behind its products by providing reasonable customer support, even after the warranty expires. I hope Petlibro will finally review my case and provide a meaningful response.
Response from PetlibroOct 15, 2026
Dear Christina, Thank you for sharing your updated experience with us. We sincerely apologize for the frustration and inconvenience you have experienced regarding your device and our customer service. Due to an unusually high volume of support inquiries, we are currently experiencing some delays in our response times. However, we have already expanded our support team and implemented additional training to optimize our efficiency and ensure faster responses for all customers. We also want to clarify that the troubleshooting steps requested by our team are not intended to delay the process or question your experience. They are solely designed to help us precisely locate the root cause and ensure we provide the correct and appropriate solution. We truly appreciate your cooperation with the troubleshooting process. Our support team will review your case and follow up with you directly via email within 24 hours to properly resolve this matter. Thank you for your patience and understanding. Sincerely, Petlibro Customer Support
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Bettina C.
Oct 14, 2026
Update
Update: Zwar habe ich nach meiner Bewertung inzwischen eine E-Mail erhalten, danach jedoch nie wieder etwas gehört. Mir wurde mitgeteilt, dass ich ein Video über die App senden soll – allerdings unterstützt die App das erforderliche Videoformat gar nicht. Dabei hatte ich bereits zu Beginn ein Video an die KI übermittelt, die daraufhin einen defekten Sensor diagnostiziert hat. Trotzdem gibt es bis heute keine zufriedenstellende Lösung und offenbar auch kein ernsthaftes Interesse daran, das Problem zu beheben. Ich habe inzwischen Klarna eingeschaltet und werde mir zusätzlich anwaltliche Unterstützung holen, um meine Ansprüche durchzusetzen. Von einem solchen Kundenservice bin ich enttäuscht. Ich erwarte eine zeitnahe, verbindliche Rückmeldung und eine angemessene Lösung für das Problem. Alles, was ich brauche, ist ein Retourenlabel oder wenigsten die Anschrift wohin mit der Toilette!
Response from PetlibroOct 15, 2026
Hallo Bettina, Vielen Dank, dass Sie Ihre aktualisierte Bewertung mit uns geteilt haben. Wir bedauern die Frustration und die Unannehmlichkeiten bezüglich Ihres Trinkbrunnens sehr. Aufgrund eines ungewöhnlich hohen Aufkommens an Support-Anfragen kommt es derzeit leider zu Verzögerungen. Wir haben unser Team jedoch bereits aufstockt und durch zusätzliche Schulungen verstärkt, um schneller auf alle Anliegen eingehen zu können. Wir möchten uns zudem aufrichtig dafür entschuldigen, dass unsere vorherige E-Mail vom 25. September (Ticket #685896) Sie aufgrund eines Systemfehlers (Recipient server rejected, Status code: 550) nicht erreichen konnte. Die von uns angeforderten Schritte zur Fehlerbehebung dienen keineswegs dazu, das Verfahren zu verzögern, sondern sollen uns helfen, das genaue Problem zu identifizieren und eine korrekte Lösung zu finden. Wir werden in Kürze ein neues Ticket eröffnen und Sie direkt über die in Ihrer Bestellung hinterlegte E-Mail-Adresse kontaktieren, um Ihnen ein Retourenlabel oder die entsprechenden Rücksendeinformationen bereitzustellen. Vielen Dank für Ihre Geduld. Wir werden uns innerhalb von 24 Stunden bei Ihnen melden. Herzliche Grüße Petlibro-Kundenservice
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Kevin Y.
Oct 14, 2026
Customer service for product defect
I am putting a 4 star because my Petlibro feeder had an issue with connectivity since the software update in September I messaged 2 - 3 times on the app and also to help@Petlibro for support but I got no answer. It was after 3 weeks later that I decided to DM on IG to Petlibro, this is when I got the best customer service. The connectivity issue have been solved but I am waiting for the a new bowl that I bought since August. The one sent in August was lost in transit. The customer service told me they sent another one I am currently waiting for it.
Response from PetlibroOct 14, 2026
Hi Kevin, Thank you for your message. I understand your concern about the connectivity issues you faced and the wait for your replacement bowl. I am glad that our team on Instagram was able to provide the assistance needed to fix the software connectivity. I apologize for the delays in our response and the trouble with the first bowl being lost during shipping. We hope the replacement bowl reaches you very soon. We appreciate your feedback as it helps us improve our service. We really appreciate your patience and if you have any further questions, please don’t hesitate to contact us.
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Thu
Oct 13, 2026
This is a scam business
This is a scam business. Support is non-existent. My Polar Wet Food feeder no longer cools and I have attempted every avenue of support (Website support form, Phone call, Email, Website chat) and have not received a single reply from a real support agent. I still have a valid warranty until December 2026 and it seems like they are purposefully waiting for the warranty to expire. Do not buy the wet food feeder from this company, it is unsafe for pet use as it does not get cold enough, even when it 'works'. UPDATE: Ticket #697735
Response from PetlibroOct 14, 2026
Dear Thu, Thank you for sharing your experience. We sincerely apologize for the frustration caused by the difficulty you have had reaching our support team regarding your Polar Wet Food Feeder. 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 to ensure customers receive faster and more consistent assistance. We have reviewed our records but were unable to locate your previous support request based on the information currently available. Could you please update your review with your ticket number or any previous contact details used to reach us? This will allow us to locate your case quickly and ask our support team to prioritize your request. Please rest assured that we will not delay support until the warranty period expires. Once your purchase and warranty coverage are verified, we will honor our warranty commitment and work toward an appropriate resolution. Thank you for giving us the opportunity to assist you. We look forward to locating your case and helping resolve this issue. Sincerely, Petlibro Customer Support
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Joy H.
Oct 13, 2026
Broken Feeder and No support
My wet food feeder has broken after only 3 months of use. Petlibro has a 2 year warranty so I contacted them over 5 times (#698211) since October 2nd and still have not heard a reply. Disappointing and frustrating since its a $150 machine and I cannot get in contact with customer support at all EDIT: the comment that petlibro left that they would respond and escalate my issue is untrue. it has been 2 days and my request still has no response
Response from PetlibroOct 14, 2026
Dear Joy, Thank you for sharing your experience. We sincerely apologize for the frustration caused by the delay in receiving further assistance regarding your Polar Wet Food Feeder. We understand how upsetting it must be when your feeder stops working, especially when your cats rely on it for scheduled meals. We also appreciate that you have already provided the device information and followed up multiple times while waiting for a resolution. 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 to ensure customers receive faster and more consistent assistance. We have reviewed your case and confirmed that your request has been escalated for further review. Your case has been prioritized, and our customer support team will follow up with you within 24 hours with the next steps regarding your warranty resolution. Please rest assured that your warranty concern will be reviewed carefully, and we will work toward an appropriate solution for your feeder issue. Thank you for your patience and understanding. We appreciate the opportunity to assist you and resolve this matter. Sincerely, Petlibro Customer Support
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Kay M.
Oct 13, 2026
0/10
This product is missing essential features and was not ready to launch. My biggest issue with this not so smart litter box is that the slightest thing will make it think that there is a cat detected in the litter box during cleaning when in the camera it clearly shows 0 cats in or near the litter box. This causes the cleaning cycle to stop mid clean with NO WAY of overriding this unless you do it MANUALLY on the actual litter box. This happened while we were on vacation 4 states away and my cat had Zero Access to her litter box since the compartment was basically stuck almost closed, which completely defeats the purpose of having an automatic litter box!!!! This can be caused by your cat accidentally kicking a small amount of litter onto the sensor which is located in the front of the box, directly under where the cat enters and exits, OR if the litter box is too close to a wall, OR if its on carpet, OR if the litter mat is comes with is tucked under the litter box too closely. The ONLY REASON I'm sticking with it is because I paid too much money for it and can't find the heart to throw it out. I am extremely disappointed as I tend to love every other Pet Libro product. 0/10 recommend
Response from PetlibroOct 14, 2026
Dear Kay, Thank you for sharing your detailed feedback. We sincerely apologize for the frustration and inconvenience you experienced with your Luma Litter Box, especially while you were away from home and concerned about your cat’s access to the litter box. Based on your description, the behavior you experienced appears to be related to the safety protection mechanism being triggered. The Luma Litter Box is designed with sensitive safety sensors to help prevent operation when a pet may be detected nearby, as pet safety is our highest priority. Because of this, the detection system can be affected by the surrounding environment, including the placement of the litter box and objects near the sensor area. We understand that this can be frustrating when the sensor is triggered unexpectedly. To better understand your situation and help identify whether the issue is related to the installation environment or the device itself, we would appreciate the opportunity to review your case. If you have already contacted our customer support team, please update your review with your ticket number so we can quickly locate your case and follow up. If you have not contacted us yet, please email our support team at [email protected] and include the relevant details from your review. We would also appreciate it if you could update your review with your ticket number after contacting us. If possible, please provide a short video showing the placement of the litter box and the surrounding environment. This will help our team better understand the situation and provide more effective assistance. Once we receive your information, our customer support team will follow up within 24 hours with further assistance. Thank you again for your feedback. We truly value your experience and the opportunity to help improve your Petlibro experience. Sincerely, Petlibro Customer Support
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