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