Petlibro Reviews | Read Customer Reviews of petlibro.com

Petlibro Reviews | Read Customer Reviews of petlibro.com

Petlibro reviews

Showing 43 reviews with 2 stars · Clear filters

Susan S.
Oct 9, 2026
Purchased a Granary 2 Vision from…
Purchased a Granary 2 Vision from Petlibro. They use AI to answer your questions. When their answers don't address your questions, AI falls back to not resolving your problems but putting you in a reset loop. Also paid $59.95 for maintaining pictures for longer time and don't deliver on what I paid for. I do like the new design and the concept is great. Unfortunately, the customer service delivery using AI instead of a live person makes problem solving outrageously complicated and issues go unresolved. 10/17/2026: UPDATE. Well their ChatGPT response was elegant but meaningless. Still don't get the pictures I paid $59.95 for and have to rely on a Ring camera I installed to determine whether or not I need to add food. It says the feeder is jammed when the bowl is half empty. And its dispensing is hit and miss. Glad I have a Feed Now button as used it daily while we were out of town as the measuring/dispensing was not accurate.
Response from PetlibroOct 10, 2026
Dear Susan, Thank you for taking the time to share your experience. It's encouraging to hear that you appreciate the design and concept of our Granary 2 Vision. At the same time, we're sincerely sorry that your customer support experience has not lived up to your expectations. Your frustration is completely understandable, especially after spending considerable time explaining the issues with scheduled feeding and your paid subscription, only to receive repetitive troubleshooting instructions without a clear resolution. You deserve accurate guidance and support that genuinely addresses your concerns. Your feedback has highlighted areas where our service needs improvement. To provide a better experience, we are strengthening our support team's training, improving the accuracy of our troubleshooting guidance, and refining our internal processes to ensure clearer communication and more effective assistance. After reviewing your case, we understand that some concerns have been addressed, while the scheduled feeding and photo retention issues still require further attention. These outstanding matters are being reviewed with our technical team to identify appropriate solutions. Most importantly, your case has been prioritized, and a dedicated customer support representative will follow up with you within 24 hours with further updates and clear next steps. The information you've already provided will be carefully considered so that you won't have to repeat the same troubleshooting process. Thank you again for your patience and for recognizing the potential of our products despite this disappointing experience. Your trust matters to us, and we hope to restore your confidence through meaningful follow-up and improved support. Sincerely, Petlibro Customer Support
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Terry D.
Oct 5, 2026
Nonexistent Hotline Service
Don't even bother trying to call their customer service support number (855) 920-4555, no one picks up even if you leave a voicemail to return your call. Is this company running a scam? I have the Granary Smart Camera Feeder that randomly stopped connecting to my own WiFi and attempted to self troubleshoot for first few days. I reached out to chat with the AI chat support where they emailed me and suggested 7 ways to troubleshoot, all to which failed. Then the bot said it would be escalated (assuming to a human finally) and that's when it went silent. I followed up twice, called the hotline only to be told to leave a voicemail, and it's been over a week since the device has disconnected and almost a week since I've reached out to Petlibro. After reading other people's reviews on here with Petlibro products and failed customer service communication, it seems like we're all experiencing the same thing, and at this point I don't know if I'll ever be able to fix my Granary Smart Camera Feeder. They're leaving the same responses to everyone's review, but very few have been resolved. My devices are under 2years old, are they trying to delay response to drag out the 2year warranty? Disappointingly I was enjoying their products, I have 3 different devices, but the literal nonexistent human communication from Petlibro has forced me to look elsewhere, because who wants to support a company that you pay $$$ and they leave you in the dark? Sounds and feels like a complete SCAM masked by a shiny object.
Response from PetlibroOct 8, 2026
Dear Terry, Thank you for sharing your experience. We’re very sorry that you have had such difficulty reaching our support team after already completing the troubleshooting steps and waiting for your case to be escalated. 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 escalated cases can be handled more efficiently and consistently. We also want to sincerely thank you for your continued trust and support of Petlibro. We understand that you own three different Petlibro devices and had been enjoying our products before this experience. We truly value that long-term support, and we do not want to let that trust down. Please also rest assured that your warranty coverage will not be shortened or affected simply because communication and case handling have taken longer than expected. Your case will continue to be reviewed based on the applicable warranty coverage for your product. We understand how frustrating it has been to complete the troubleshooting, follow up multiple times, and still be waiting for a clear next step. 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 further assistance. We sincerely apologize again for the delay and appreciate your patience while we work to resolve this properly. Sincerely, Petlibro Customer Support
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Adam R.
Oct 3, 2026
No self-service way to cancel a recurring subscription
Petlibro makes it easy to subscribe to its $5.99/month Video Cloud service, but surprisingly difficult to cancel it. My Petlibro app clearly shows Video Cloud Standard Monthly — In Use, with the renewal period ending October 19. However, there is no cancel or disable-auto-renew option anywhere on that screen. The only available action is “Switch,” which just moves the subscription to another device. I then logged into Petlibro’s website. Its Subscription page literally says “You don’t have any subscriptions,” despite Petlibro charging my card directly through Stripe for this active subscription. So I have an active recurring subscription that: - Petlibro’s app acknowledges exists, - Petlibro’s website claims does not exist, - and neither provides a button to cancel. I had to contact Petlibro customer support and open a ticket simply to stop a recurring monthly charge. That is an unacceptable subscription-management experience. Customers should be able to cancel recurring billing through the same account used to subscribe, without having to contact support.
Response from PetlibroOct 9, 2026
Dear Adam, Thank you for taking the time to share your experience and for highlighting the difficulties you encountered when trying to manage your Video Cloud subscription. We sincerely apologize for the confusion and inconvenience this has caused. We would like to clarify that subscriptions purchased through the Petlibro App may not appear in the subscription section of our official website, as the two platforms use different subscription management systems. Since you purchased your subscription through the Petlibro App and paid via Stripe, you can manage it by following these steps: 1. Open the Petlibro App and go to Me > My Subscriptions. 2. Tap the question mark icon in the upper-right corner. 3. Visit petlibro.app and sign in using your Petlibro App account credentials. 4. From there, you can manage your subscription, including cancellation and refund requests. If your subscription was purchased directly through our official website, our customer service team can assist you with cancellation and refund requests. Regarding your specific case, we have also reviewed your subscription details and noticed an issue that requires further investigation. Although your subscription was canceled and no refund has been issued, the system currently shows its status as expired, with the service ending before the original billing period of October 19. We understand that canceling automatic renewal should not normally prevent you from enjoying the remaining period you have already paid for. We sincerely apologize for this unexpected situation. We have escalated this discrepancy to our technical team for investigation and correction. Our customer service team will continue following up on your subscription until the issue has been properly addressed. Thank you again for your detailed and constructive feedback. Your suggestions are valuable in helping us improve subscription management, make cancellation options more accessible, and provide a clearer and more reliable customer experience. Sincerely, Petlibro Customer Support
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Joey
Sep 30, 2026
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
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T.o.v.
Sep 26, 2026
No customer service AT ALL
Eventhough the products are very nice, trying to reach customer service is impossible. One of my petlibro scout cameras doesn't work anymore. Tried every possible way to reach them. Not gonna happen. Look for similar products from a different company. Safe yourself the hassle
Response from PetlibroSep 28, 2026
Dear customer, Thank you for sharing your experience. We’re very sorry that you have had such difficulty reaching our support team, especially after one of your Scout cameras stopped working. 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 product issues can be handled more efficiently and consistently. At this time, we have not been able to confidently match the reviewer name “T.o.v.” with a specific support case in our system. Since you mentioned that you have already tried contacting us through several channels, could you please update this Trustpilot review and add your support ticket number? Once we have the correct ticket number, we will be able to accurately locate your previous communication, review the full case history, and prioritize the follow-up. We sincerely apologize again for the difficulty you have experienced reaching us, and we appreciate your help in identifying the correct case so we can address the camera issue properly. Sincerely, Petlibro Customer Support
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Sara L.
Sep 24, 2026
Keine Antwort auf meine Mails und Anfrage
Mein Futterautomat ist 8 Monate alt. Er verbindet sich nicht mehr mit dem Internet, die Anzeige ist schwarz und der Motor dreht die ganze zeit ohne zu halten. Ich hatte mich an den Support gewendet und keine Antwort erhalten. Danach habe ich Petlibro direkt angeschrieben und auch gleich eine Antwort erhalten mit der Bitte um Fotos. Dann hat Petlibro meine Anfrage wieder an den Support zur Weiterbearbeitung gesendet. Jetzt sind wieder drei Wochen vergangen und ich habe nichts gehört. Grundsätzlich hatte alles geklappt mit der Anmeldung und Einstellungen des Automaten und wir waren zufrieden. Vom Kundenservice bin ich zu tiefst endtäuscht.
Response from PetlibroSep 28, 2026
Liebe Sara, vielen Dank, dass Sie Ihre Erfahrung mit uns geteilt haben. Es tut uns leid, dass Sie trotz Ihrer bisherigen Kontaktaufnahme und der bereits bereitgestellten Informationen so lange auf eine weitere Rückmeldung warten mussten. Aufgrund eines deutlich erhöhten Anfrageaufkommens waren unsere Antwortzeiten leider länger als üblich. Wir erweitern und schulen derzeit unser Support-Team und optimieren unsere internen Abläufe, damit Fälle künftig schneller und zuverlässiger weiterbearbeitet werden können. Wir haben Ihren bisherigen Supportfall gefunden und konnten die Anfrage 671175 zuordnen. Sie hatten uns bereits die angeforderten Geräteinformationen und Fotos zur Verfügung gestellt, und Ihr Fall wurde anschließend zur weiteren Prüfung an unser Support-Team weitergeleitet. Unser Kundenservice wird Ihren Fall nun erneut priorisieren und sich innerhalb von 24 Stunden bei Ihnen melden, um die Bearbeitung fortzusetzen und Ihnen die nächsten Schritte mitzuteilen. Falls Sie uns über andere Kanäle wegen desselben Problems kontaktiert und dabei weitere Ticketnummern erhalten haben, teilen Sie uns diese bitte gerne per E-Mail mit oder aktualisieren Sie diese Bewertung und ergänzen Sie dort Ihre weiteren Ticketnummern. So können wir die zusammengehörigen Anfragen besser zusammenführen, bereits bereitgestellte Informationen vollständig berücksichtigen und unnötige Wiederholungen vermeiden. Vielen Dank für Ihre Geduld und dafür, dass Sie uns die Gelegenheit geben, den Fall ordnungsgemäß weiterzubearbeiten. Mit freundlichen Grüßen Petlibro Kundenservice
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CP
Sep 22, 2026
Disappointing service
Disappointing service. I ordered a Petlibro Luma, which was shipped relatively quickly. However, there must've been a paperwork issue as the courier promptly returned it to the sender without ever transporting it to my area (Northern Ireland). I've been trying to get this issue resolved since last week but so far, Petlibro haven't responded to my queries. I wouldn't mind so much if it was a smaller item but I'd expect better service when a £650+ item is involved. It's making me rethink my plans to order the Granary 2 when it comes out...
Response from PetlibroSep 24, 2026
Dear Chantal, Thank you for sharing your experience. We’re sorry that you have been left without a clear update after the Luma shipment was returned before reaching Northern Ireland. We understand how frustrating this is, especially for a high-value order and after you had already received the accessory pack separately. 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 processes so that shipping-related cases can be reviewed and followed up more efficiently. Your case has now been prioritized. Our team will contact the carrier to investigate the current status of the shipment, including whether it has already been returned to the sender or whether redelivery may still be possible. At the same time, we will continue reviewing the case internally and provide you with an appropriate solution based on the shipping status. Please rest assured that we will continue following up with you until the issue is properly addressed. Thank you for your patience and for giving us the opportunity to resolve this. Sincerely, Petlibro Customer Support
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Bernadette D.
Sep 20, 2026
I purchased the automatic pet feeder in…
I purchased the automatic pet feeder in October 2025. In August 2026 it stopped keeping the food cool for my cats. Since it was still under warranty I reached out to the company. Now there’s no phone number of course so I submitted everything online including my order number for when I purchased the feeder. They have not responded and it’s one month later. It’s great that the product has a 2 year warranty but useless if the company ghosted me and do not respond. I would not recommend!
Response from PetlibroSep 22, 2026
Dear Bernadette, Thank you for sharing your experience. We’re sorry that you have been left waiting for a response, especially after contacting us about a feeder that is still within the warranty period. 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 processes so that warranty cases can be reviewed and followed up more efficiently. Since you mentioned that you have already submitted your order information and contacted our support team, could you please update this Trustpilot review and add your support ticket number? This will allow us to quickly locate your previous communication, review the full history of your case, and prioritize the follow-up. Thank you for your patience and for giving us the opportunity to address this properly. Sincerely, Petlibro Customer Support
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