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.
Score
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They are absolute crooks. I needed to return my feeder (unopened) after tragically losing my cat. They were quick to offer a 50% refund if I wanted to keep it. After I declined it took me 2 weeks to obtain the uk return address and 11 days later they won’t respond. Won’t refund. Don’t answer on Instagram either. AVOID THEM AT ALL COST.
Response from PetlibroOct 8, 2026
Dear Malvina,
Thank you for sharing your experience. We’re very sorry for the long wait and for the frustration this return process has caused, especially after everything you have already been through.
Due to a significant increase in customer inquiries, our response times have unfortunately been slower than usual. Please know that this delay was not intentional. We are actively expanding and training our support team and improving our internal follow-up processes so that return and refund cases can be handled more efficiently and consistently.
We sincerely appreciate your cooperation in returning the item and providing the requested tracking information and proof of return. We have checked the return shipment and can see that the package shows as delivered.
Your case has now been prioritized, and a member of our customer service team will follow up with you within 24 hours regarding the next steps for the refund process.
We sincerely apologize again for the delay and thank you for your patience while we work to complete this properly.
Sincerely,
Petlibro Customer Support
IC
Isaac C.
Support came through with a free replacement
My Petlibro One RFID Feeder stopped giving low food warnings. The tank could be totally empty and I'd never get a notification. I had already cleaned the sensors and factory reset it before I contacted support.
I reached out on September 30 and the replies were fast. Vivian was friendly and kept things moving. The troubleshooting got a little repetitive, since I was asked to clean the sensors again after saying I already had, and I was asked for my FCC ID after giving the serial number. I also had to send two videos and my invoice. Looking back, they clearly wanted proof before committing, and once they had it they didn't drag their feet.
They approved a replacement within two days of my first message. The replacement part for the base was out of stock, so instead of making me wait they sent a complete new feeder at no cost. The ivory color was out of stock too, so I'm getting white, which is fine by me. I was given a replacement order number right away.
I haven't received the new feeder yet, so I can't speak to the unit itself, but the support experience earns 5 stars from me. Quick, polite, and they fixed it without a fight.
Response from PetlibroOct 10, 2026
Dear Isaac,
Thank you so much for taking the time to share your experience with us!
We're delighted to hear that Vivian was able to assist you promptly and help arrange a satisfactory solution. Your kind words about her friendly and attentive support mean a great deal to our team, and we'll be happy to share your feedback with her.
We also appreciate your patience throughout the troubleshooting process and your constructive feedback regarding the repeated steps. Your suggestions are valuable in helping us improve our support experience and make the process smoother for our customers.
We hope your replacement feeder arrives soon and works perfectly for you and your pet. If you need any further assistance, please don't hesitate to reach out. We're always happy to help!
Thank you again for your trust and support of Petlibro.
Sincerely,
Petlibro Customer Support
CO
Connor
Helpful and easy to work with
Quick responses and helpful with shipping out a replacement when there were issues.
Response from PetlibroOct 2, 2026
Hi Connor,
Thank you for sharing your feedback and for the five star rating. We are so glad to hear that our team was able to provide prompt and helpful assistance when you needed a replacement. Ensuring a smooth experience for our customers is very important to us.
We really appreciate your patience and if you have any further questions, please don’t hesitate to contact us.
KA
Katharina
Unzufriedenheit mit Kundenservice
Leider bin ich bisher mit dem Kundenservice von Petlibro nicht zufrieden. Ich habe bereits am 10.09. eine Rücksendung des am 04.09. bestellten Nassfutterautomats angefragt. Nach einem von meiner Seite abgelehnten Angebot über 50 % Erstattung wurde mir mitgeteilt, dass mein Anliegen an einen Supervisor weitergeleitet wird. Trotz erneuter Nachfrage am 18.09. habe ich bis heute keine Rückmeldung oder Rücksendeinformationen erhalten.
Schade, denn ich hätte mir eine unkomplizierte und zeitnahe Bearbeitung meines Anliegens gewünscht. Ich hoffe weiterhin auf eine schnelle Lösung.
Response from PetlibroOct 2, 2026
Liebe Katharina,
vielen Dank, dass Sie Ihre Erfahrung mit uns geteilt haben. Es tut uns sehr leid, dass Sie trotz Ihrer rechtzeitig eingereichten Rücksendeanfrage und Ihrer erneuten Nachfragen so lange auf eine klare Rückmeldung warten mussten.
Aufgrund eines deutlich erhöhten Anfrageaufkommens waren unsere Antwortzeiten leider länger als üblich. Wir erweitern und schulen derzeit unser Support-Team und verbessern unsere internen Abläufe, damit Rückgabe- und Erstattungsanfragen künftig schneller und zuverlässiger bearbeitet werden können.
Wir haben Ihren Fall überprüft und können bestätigen, dass Ihre Rücksendeanfrage innerhalb unserer 30-tägigen Rückgabefrist eingereicht wurde. Für Rückgaben, die nicht auf einen Qualitätsmangel zurückzuführen sind, ist eine Rücksendung innerhalb dieser Frist grundsätzlich möglich. Dabei gelten die entsprechenden Rückgabebedingungen, einschließlich der Regelung zu den Rücksendekosten.
Ihr Fall wurde nun erneut priorisiert. Ein Mitglied unseres Kundenservice-Teams wird sich innerhalb von 24 Stunden bei Ihnen melden, um die Rückgabe weiterzubearbeiten und Ihnen die nächsten Schritte mitzuteilen.
Wir entschuldigen uns nochmals für die lange Wartezeit und danken Ihnen für Ihre Geduld.
Mit freundlichen Grüßen
Petlibro Kundenservice
AT
Alexander T.
Non-existent support
I have two products from petlibro and will most likely be the only two I will ever own. When I had an issue with one product, their support is non existent. I have been left on read about 3 times over the course of a week, messaged their social media platforms, called, emailed, everything to try and get any sort of support. I'm not usually one to leave negative reviews, but this support is utterly egregious. When I have had issues with other brands, they have been quick to respond.
Edit: after replying they were quick to respond and follow up, but after that initial contact, it's still crickets. The only excuse they gave was "how busy they were." I get that might be true, and I was busy too and couldn't respond right away, but other pet companies that have had that excuse still managed to get my inquiry addressed in a timely manner or follow up with "we are working on it" if staff is busy.
It's kind of sad that the only way to get this company to contact you is by leaving a negative review. That should NOT be how buisness is conducted. Because of this I've just decided to not bother anymore, take the small financial hit, and get another feeder with a different compnay. I also deducted the review to 1 star because even after following up, it's the same issue.
Response from PetlibroOct 2, 2026
Dear Alexander,
Thank you for sharing your experience. We’re very sorry that you had to follow up repeatedly after already providing the requested device information and waiting for further assistance.
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 escalation and follow-up processes so that cases can be handled more efficiently and consistently.
We have reviewed your case and can see that you already provided the feeder information, including the photo and serial number, and that your request was escalated for human review because the dispensing issue required further assessment beyond the standard troubleshooting flow.
We understand how frustrating it is to be told that a specialist will follow up and then still have to chase for an update. Your case has now been prioritized again, and a member of our customer service team will follow up with you within 24 hours to continue the review and provide a clear next step.
We sincerely apologize again for the delay and appreciate your patience while we work to address this properly.
Sincerely,
Petlibro Customer Support
DT
Debbi T.
The customer support is less than…
The customer support is less than supportive. Received an email stating they would send a replacement unit for my automatic feeder. It’s been weeks and now they won’t reply. I’ve left voicemails because nobody answers the customer service line - no response. I’ve followed up on my ticket at least 10 times. I opened a 2nd ticket to ask that they reply to the first.
Response from PetlibroOct 2, 2026
Dear Debbi,
Thank you for sharing your experience. We’re very sorry that you had to follow up so many times after completing the requested troubleshooting and providing the information needed to move your case forward.
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 so that cases can be handled more efficiently and consistently.
We truly appreciate the time and effort you have already put into troubleshooting the feeder and providing the requested videos and information for review.
We understand how frustrating it has been to continue waiting without receiving a clear update despite your repeated follow-ups. Your case has now been prioritized again, and a member of our customer service team will follow up with you within 24 hours to confirm the current status and provide a clear next step.
We also apologize that you were unable to reach us by phone and had to leave voicemails without receiving timely follow-up. We are reinforcing training with our support team so missed calls and voicemail requests are followed up more promptly.
Thank you again for your patience and for giving us the opportunity to address this properly.
Sincerely,
Petlibro Customer Support
ER
Emily R.
Excellent customer service
Made everything super easy to deal with getting my replacement items
Response from PetlibroOct 10, 2026
Dear Emily,
Thank you so much for taking the time to share your positive experience!
We're delighted to hear that our customer support team made the replacement process smooth and hassle-free for you. Providing helpful, efficient, and reliable support is always our goal, and it's wonderful to know that we met your expectations.
Your kind words mean a lot to our team. We truly appreciate your trust and support of Petlibro, and we're always here if you need any further assistance.
Sincerely,
Petlibro Customer Support
JO
Joey
I rarely leave negative reviews
I rarely leave negative reviews, but my experience with PETLIBRO support has been completely unreasonable.
My PETLIBRO Polar Wet Food Feeder, which is less than a year old, developed what appears to be an issue with the bowl positioning system. The feeder continuously spins and will not stop unless it is unplugged, and I have also received a device malfunction error.
Unfortunately, this is not even the first time I have had an issue with a PETLIBRO device that resulted in seemingly endless troubleshooting. This time, however, the support experience has been especially frustrating.
I have now spent approximately a month trying to get this resolved. I have provided videos of the malfunction, completed multiple troubleshooting requests, and even provided my order information and shipping information. Despite all of that, I have gotten absolutely nowhere.
Responses have taken days, I have repeatedly been asked to perform similar troubleshooting steps, and there has been seemingly no continuity between interactions.
What was particularly frustrating was eventually receiving a message saying I would be transferred to a human agent, which made it apparent that the initial support interactions I had been having were with an automated/AI system. After finally reaching a human, I was then asked essentially the same questions and troubleshooting steps I had already gone through more than two weeks earlier.
At this point, what exactly are we troubleshooting?
The feeder is malfunctioning. It is less than a year old. I have provided videos. I have provided my order information. I have provided my shipping information. I have followed the requested troubleshooting steps. I have spent a month going back and forth. Yet I am still being asked to repeat the same process instead of being offered a reasonable resolution.
I actually liked the PETLIBRO Polar when it worked, which makes this even more disappointing. Products can malfunction, and I understand that. But when a relatively expensive device fails within its first year, I expect the company to stand behind it. A customer should not have to spend a month repeatedly proving that their device is malfunctioning just to get meaningful assistance.
At this point, the support experience has been more frustrating than the device failure itself. After a month of delays, repetitive troubleshooting, automated responses, and still no resolution, I cannot recommend PETLIBRO based on my experience.
Response from PetlibroOct 1, 2026
Dear Joey,
Thank you for taking the time to share your experience. We’re very sorry that this case has taken so long, especially after you had already completed multiple troubleshooting steps and provided the information needed to move the case forward.
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. The delays you experienced were not intentional, and we sincerely apologize that the lack of timely follow-up and repeated troubleshooting gave you that impression.
We truly appreciate the videos, order information, and troubleshooting results you have already provided. Our customer service team also followed up with you on September 24 because the video and PDF links previously shared were not accessible from our side. We asked that the sharing permission be changed to “Anyone with the link” so our team could review the files and continue the assessment. Once the necessary information is accessible and your warranty eligibility is verified, we will provide the appropriate warranty support.
We also understand your frustration at being asked similar questions after you had already spent considerable time troubleshooting the feeder. Our intention is not to make you repeatedly prove that there is a problem, but to accurately identify the cause and provide the appropriate solution. We are reviewing our internal handoff and case-history processes so that information already provided is better carried forward and customers are not unnecessarily asked to repeat the same steps.
We’re especially sorry that this experience has affected your confidence in Petlibro, particularly since you mentioned that you liked the Polar when it was working. We genuinely appreciate your previous support of our products and hope we can provide you with the level of service you should have received from the beginning.
Your case has now been prioritized, and a member of our customer service team will follow up with you within 24 hours to continue the review and provide a clear next step.
Sincerely,
Petlibro Customer Support
