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.
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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
KM
Kay M.
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
TA
Talia
DO NOT BUY: Polar Wet Food Feeder
I purchased a Petlibro Polar Wet Food Feeder directly through the website in August 2024. One year later in 2025, the device stopped working and did not keep the wet food cold. After jumping through hoops with customer support they sent out a replacement device. Now, a year later, this device is again having the same problem and not maintaining temperature control! I have been trying to work with support for over a month to get a refund (ticket #387845) and they are incredibly unresponsive and/or asking for information that I cannot provide in order to move forward (error codes in the app when I have never seen an error code the entire two years I’ve had the two devices). These products are clearly faulty and not built to last. I regret my purchase and highly encourage anyone considering this device to look elsewhere.
Response from PetlibroOct 13, 2026
Dear Talia,
Thank you for sharing your experience. We sincerely apologize for the frustration caused by the recurring cooling issue with your Polar Wet Food Feeder and the time it has taken to reach a resolution.
We understand how disappointing it must be to experience the same issue again, especially after receiving a replacement unit. We truly appreciate the time and effort you have already spent working with our support team and providing information about the issue.
Due to an unusually high volume of support inquiries, our response times have unfortunately been longer than expected. We are actively working to improve our response process and ensure customers receive more timely assistance.
Your case has been prioritized, and our customer support team will follow up with you within 24 hours to review your concerns and provide the next steps.
Thank you for your patience and understanding. We appreciate the opportunity to assist you and work toward a resolution.
Sincerely,
Petlibro Customer Support
FL
FloCHA
Très déçue par le service après-vente…
Très déçue par le service après-vente de PETLIBRO.
Mon distributeur de nourriture humide PETLIBRO Polar ne refroidit plus, après environ deux ans d'utilisation.
Au départ, le service client a été réactif et m'a demandé une vidéo montrant que le ventilateur fonctionnait, une mesure au thermomètre prouvant l'absence de réfrigération et ma facture d'achat.
J'ai fourni tous les éléments demandés. Depuis ? Plus aucune réponse, malgré plusieurs relances par mail depuis le 18 septembre.
Je ne demande pas un remplacement gratuit sans justification. Je souhaite simplement savoir si mon appareil est réparable et, si oui, à quel prix.
Qu'un produit tombe en panne, cela peut arriver. Mais laisser un client sans réponse alors qu'il a suivi toutes les étapes demandées par le SAV, c'est une autre histoire.
PETLIBRO, merci de reprendre mon dossier et de m'apporter enfin une réponse claire.
D'autres personnes ont-elles rencontré la même panne de réfrigération ? Avez-vous réussi à obtenir une réparation ou un remplacement ?
Response from PetlibroOct 13, 2026
Bonjour Florence,
Merci d’avoir partagé votre expérience. Nous sommes sincèrement désolés pour les difficultés rencontrées avec votre Polar Wet Food Feeder ainsi que pour le délai de réponse lors du suivi de votre dossier.
Nous comprenons votre frustration, notamment après avoir suivi les étapes demandées et transmis les informations nécessaires pour nous aider à analyser le problème. Nous vous remercions également pour votre patience et votre coopération pendant le processus de vérification.
En raison d’un volume exceptionnellement élevé de demandes, nos délais de réponse ont malheureusement été plus longs que prévu. Nous travaillons activement à améliorer notre processus de support afin d’apporter des réponses plus rapides et plus efficaces à nos clients.
Votre dossier a été priorisé, et notre équipe du service client vous recontactera dans les 24 heures afin de poursuivre l’analyse de votre situation et vous communiquer les prochaines étapes.
Merci encore pour votre compréhension et pour les informations fournies. Nous apprécions l’opportunité de vous accompagner et de trouver une solution adaptée.
Cordialement,
L’équipe du service client Petlibro
JD
JD
Customer service is nonexistent
Customer service is nonexistent! My automatic wet food feeder stopped cooling and I contacted customer service on September 21. They immediately responded and had me go through the troubleshooting process and send pictures and video of it not working plus my proof of purchase. All of which I sent back almost immediately. They told me that they were sending it up and I never heard from them again. It is now October 11 and I still haven’t received any emails from them about what to do next.
I would never recommend this company to anyone and I’m currently trying to find a replacement product because my cat depends on this feeder. Very disappointed and frustrated with Petlibro
Response from PetlibroOct 13, 2026
Dear Jennifer,
Thank you for sharing your experience. We sincerely apologize for the delay in providing you with an update regarding your Polar Wet Food Feeder issue.
We understand how frustrating it must be to be left without a reliable feeder for your cat, especially after you have already completed the requested troubleshooting steps and provided the videos and purchase information needed for our review.
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 the information and testing results you provided have been received. Your feeder issue has been escalated for further review, and our customer support team will follow up with you within 24 hours with the next steps regarding your warranty resolution.
Thank you for your patience and cooperation. We appreciate the opportunity to assist you and work toward a proper resolution.
Sincerely,
Petlibro Customer Support
TK
Tony K.
2 feeders 2 issues NO RESPONSE!!!
Two failed feeders, appalling customer service and no response since 18 September
I am extremely disappointed with both the reliability of PETLIBRO products and, more importantly, the company’s handling of customer complaints.
I originally purchased a PETLIBRO Polar refrigerated wet-food feeder, which subsequently developed a refrigeration fault and stopped cooling properly. Despite contacting PETLIBRO under their two-year warranty, the process became unnecessarily drawn out, with repeated requests for troubleshooting information rather than a satisfactory resolution.
Because I couldn’t wait indefinitely for the issue to be resolved, I reluctantly purchased a second Polar feeder in July 2026, costing £148.19.
Incredibly, this second unit also developed serious faults. The food tray began rotating continuously, the lid stopped opening correctly, and the feeder became unreliable to the point where my cat was unable to access his food as intended.
I contacted PETLIBRO again, providing details of the problems. My last correspondence was on 18 September 2026, and as of 8 October, I have received no further response whatsoever.
That is 20 days without a reply concerning a faulty product that is supposed to provide a reliable feeding solution for a pet.
These are not inexpensive products. Customers should reasonably expect both reliability and responsive after-sales support, particularly when a malfunction could prevent an animal from accessing its food.
I have now experienced significant problems with TWO separate PETLIBRO Polar feeders, spent additional money purchasing a second unit because the first warranty claim was taking so long, and have been left without a satisfactory resolution.
My experience suggests that PETLIBRO’s customer service falls well short of what customers should expect from a company selling premium-priced pet products.
PETLIBRO, I would welcome a public response explaining why my complaints remain unresolved and what you intend to do to put matters right.
Until these issues are properly addressed, I cannot recommend PETLIBRO products or their after-sales service.
Response from PetlibroOct 9, 2026
Dear Tony,
Thank you for sharing your experience. We sincerely apologize for the difficulties you have experienced with both of your Polar Wet Food Feeders and the delays in receiving the support you deserve.
We understand how disappointing and concerning this must be, especially when you rely on these feeders to ensure your cat is fed while you are away. We truly appreciate the patience and effort you have shown throughout this process.
Due to an unusually high volume of support inquiries, our response times have been longer than expected. We also recognize that some of our newer support team members have not always provided the level of assistance and communication our customers deserve.
We have since strengthened our training for new team members, with particular emphasis on professional and empathetic communication, as well as accurately assessing Polar feeder issues and providing clear, appropriate solutions without unnecessary delays.
Most importantly, we have reassigned your case to another customer support representative, who will personally follow up with you within 24 hours to address the outstanding concerns regarding both feeders.
We also confirm that your orders remain within our 24-month warranty period, and we will honor our warranty commitments and work toward an appropriate resolution for both devices.
Your feedback is extremely valuable to us, and we are committed to improving both our products and the support experience we provide. We sincerely appreciate the opportunity to make things right and restore your confidence in Petlibro.
Sincerely,
Petlibro Customer Support
LK
Liz K.
No customer service repsonse
I purchased an Polar Wet Food Feeder 4/26/2026, and it broke 4 months later in early August. After letting it sit for 2 weeks, it started up again, until it broke, again, 9/24/2026. I reached out to customer service who answered promptly at that time, and when I detailed that my machine was not going to work with their suggested troubleshoots and I would like a replacement machine, which they had offered, I was ghosted for 2 weeks. My ticket number, (688876), is still open and I have still not received a response despite following up multiple times.
This company is not equipped to deal with customer service issues in a professional and prompt manner. Their devices are not reliable or designed to last. I will never recommended this product to another person again, overall an extremely disappointing and unacceptable experience.
EDIT: 10/21
It's now been 2 weeks since I posted this review and was told by the company in a comment "someone will be in touch in 24 hours." I have not heard from PetLibro or received a response 2 weeks later. An actual joke of a company.
Response from PetlibroOct 9, 2026
Dear Liz,
We sincerely apologize that our customer support team did not follow up with you as promised. We understand how frustrating it must be to wait so long for a resolution, especially after you have already completed the troubleshooting steps and confirmed your shipping address for the replacement.
Due to a significant increase in customer inquiries, our response times have unfortunately been longer than expected. We recognize that we should have communicated with you more consistently throughout this process.
We are strengthening our team's training and supervision, with closer oversight to ensure that customer cases are followed up on time and that commitments are properly fulfilled.
Our customer support team will review and handle your case today, and we will continue following up until the matter is resolved. You should not have to keep chasing us for updates.
Thank you for your patience. We sincerely regret the experience you have had and are committed to providing you with the support you deserve.
Sincerely,
Petlibro Customer Support
HA
Hayley
Non existent customer service, poor communication and unreliable.
Ordered a bundle on the 11th of September and when ordering it was not displayed at all that it was a pre-order. I emailed them after waiting a week and a half for any tracking information or updates. Was notified that shipping would begin on the 23rd of September. Okay fine, if it’s a pre-order, advertise that when someone is ordering…I’m not above waiting if I’m told that’s what’s happening. Waited 2 weeks after shipping was supposed to start. Emailed again to get help, still haven’t heard back and still haven’t received items which is a shame because I run a pet review page on instagram and TikTok where i review items that I have purchased with my own hard earned money without any sponsorship. I’ve had thousands of followers waiting for me to review these products to advise them on if I think it’s worth their hard earned money (which in this economy it’s not easy to spend +$250/product so these videos are valuable and valued by everyday customers like myself). I was planning to purchase the Polar feeder and Luma litter box to review as well but this experience has placed an extremely sour taste in my mouth and I cannot in confidence currently recommend this company or their products if this is the customer service they will receive. As a veterinary nurse, I value professional service, pet products that make a difference and are reliable. I cannot say I’ve experienced any of that from Petlibro so far. I buy various different things every week from many different companies and I’ve never had as poor of an experience as this.
Response from PetlibroOct 9, 2026
Dear Hayley,
Thank you for taking the time to share your experience. We sincerely apologize for the shipping delays, the lack of clear pre-order information, and the difficulty you experienced in receiving timely updates.
We understand how disappointing it must have been to wait longer than expected, especially when you were looking forward to receiving and reviewing our products.
We also appreciate your perspective as a veterinary nurse and an independent pet product reviewer. We understand how important honest product experiences, reliable service, and transparency are to you and the pet owners who trust your recommendations. These are values we take seriously as well.
Due to an unusually high volume of support inquiries, our response times have unfortunately been longer than expected. We are actively expanding and training our support team and improving our internal processes to provide faster and more reliable assistance. Your feedback regarding pre-order information and shipping communication will also be shared with our team for improvement.
We have now reviewed your order and confirmed that your items were shipped in separate packages. According to the latest tracking updates, one package was marked as delivered on October 8, while the second is currently in transit with Australia Post and is expected to arrive on Tuesday, October 13.
Your case has been prioritized, and our customer support team will follow up with you within 24 hours to provide the tracking numbers for both shipments, confirm the delivery status with you, and ensure you have the information needed to track your remaining package.
We sincerely regret that this experience has affected your confidence in Petlibro. We value your honest feedback and hope that our products and continued support will give us the opportunity to earn back your trust.
Sincerely,
Petlibro Customer Support
