Petlibro Reviews 

Id give negative stars if I could. Save your money. Bought a polar wet food feeder around 4 months ago. Very expensive, but I needed it. Worked for 4 months, then all of a sudden wouldnt connect, and the bowl spun continuously so my senior cat could not eat, and I performed all the troubleshooting and couldnt fix it. Contacted the company, they shipped out a replacement. During that time, the company experienced an outage, in which they sent out emails stating they were "working tirelessly" to resolve the issue and that once fixed, if the feeders lost connection to wifi they will maintain their feeding schedule. This was a straight up lie. I left for a quick work trip this weekend, as soon as I had left, my feeder disconnected. It didnt give me any sort of error, but it stopped feeding on schedule and then wont even allow me to manually open the door. Ive just had to rush home from a work trip in order to make sure my senior cat gets his food as well as his medications that are added to said food. Another greedy company that does not care about you or your animals. There are hundreds in the subreddit for this company discussing lawsuits, and I believe many of us will be contacting the media.

I had an issue with my feeder (device spinning continuously). I called and spoke with a support person right away. They attempted a remote repair (firmware update). The issue was not resolved so they sent a warranty replacement. The issue happened on the Friday before a 3 day weekend, so I was a bit worried I wouldn’t have the warranty replacement issued until Tuesday, but the new device was sent on Sunday!

This is unfortunately the second warranty replacement I’ve had to have. Both times the issue has been handled promptly, which I really appreciate. Fingers crossed this new device lasts the full two years!

Have enjoyed my Dockstream 2 fountain for the last 8 months. It stopped working last month and after following the online guidance to no avail, I reached out to support. Communication was good at first. I was then told they need a supervisor to review my case against the warranty and waiting time was 3 business days. After a week, I heard nothing, so started to follow up. 3 weeks later it has been crickets. I have since created a separate ticket to ask for an update, PL responded promptly initially, but have also stopped responding. I am very frustrated as I would love to find a solution to this as I do enjoy the product. Request ref: 630706

My item broke within its warranty, and they initially said they would send a replacement but then they sent an email saying they couldn’t help and that I would be passed on to a manager who would review within three days, I’ve since been completely ignored after sending several follow up emails. It’s weeks later now. Terrible customer service.

this predatory company makes you buy TWO separate subscriptions to use the litter box to its full potential. something that should already be included on a $700 product. absolutely absurd. definitely purchase with caution.

I purchased the wet food feeder less than two years ago, it is still under warranty. I emailed them because the refrigeration stopped, they replied asking for additional information which I sent them. They then asked for my address to send a replacement and when I didn’t reply within 3 days (I responded 4 days later, email didn’t give me a “reply before” due date!) they went radio silent on me. I have replied, opened a new ticket, tried their chatbot and called the customer support line. Chat said it was redirecting to a human agent. No human has actually connected. This is all within business hours mind you. Same with email, no human connected for days/weeks. When you call customer support and press the number, it doesn’t actually redirect you anywhere! It literally keeps saying press two for this, three for that while you press 1 over and over. When you get to the end, it hangs up on you. I am giving them 1 star bc their product failed after less than two years and after several failed attempts through 3 different channels (5 now if you include Amazon review and Trustpilot review) no resolution to honor the warranty has been made on their part.

The Polar Smart Wet Food Feeder is a horrible product. I had two. Each one lasted a year or so before breaking beyond repair. I am taking both of them to the electronics recycling center. Expensive and utterly unreliable. Avoid at all costs

Bought a dock stream 2, the pump stopped working after a few months. Tried to make a warranty claim but customer support portal on website was broken (go figure). Contacted regular customer support by talking to someone and I have just been ignored and ghosted ever since. Threw mine in the garbage and bought a pawspik stainless steel fountain.

Absolutely impossible to get a hold of a human representative which seems to be an important part of the overall experience especially since that they don't have a customer service phone number to call.

Such a great experience getting assistance with my automatic litter box. Would recommend the product to anyone as well

Randy was very helpful in getting me a replacement for my Luma litterbox. They made the process super simple with no headaches and I’m grateful for the prompt and friendly assistance!

I purchased an RFID feeder from Chewy in March 2025. This product has a 24 month warranty. The lid stopped working, so I walked through the technical resolution process with Petlibro’s chat bot, and it determined my product needs to be replaced. They told me a human would take over the process to get my replacement product. This was over a week ago. I have tried calling, emailing, and updating my case through the chat bot with no response. My cat is eating significantly less because he is used to grazing and I am having to watch him eat so my other cat does not eat his food. These products are designed for elderly and special needs cats, so there should be urgency in responding to warranty claims. I have seen many compliants on this company’s customer service so I am afraid it will be weeks if they ever respond

one star? Dont get me wrong the products are absolutely amazing, but only when they are WORKING PROPERLY. All my devices in the petlibro family take forever to load their camera features. Recently there has been connection and app issues that spanned for at least 2 days or longer. They stated that my pets would continue to be fed based off of their saved schedules (lies). Their RFID feeders are great until they are not. My male cat eats any food available to him and quickly. My female cat takes her time eating her food so naturally i have to keep their food separate. They work great in that aspect. However when feeding my cats there are times where the amount of food given to them exceeds the settings placed causing my male cat to over eat and my female cat to have a full bowl of food with the opening jamming up. Petlibros customer support is awful and takes forever to get ahold of. In the past it took a week to get a response from them.

Customer support with this company is a nightmare. If you have a problem with a product at best you can expect several business days before they respond. In my case it's been weeks since I sent a support ticket and it seems I've been ghosted.

Fast easy to follow steps to try and get glitch in the feeder fixed

I purchased a dock stream water fountain for it to be broken not even a year down the line, customer service do everything but want to replace the item which has now resulted in the product not working atall. Customer service take a very long time to answer your emails and reply back. I’ve been waiting for months for my issue to be solved

I don’t what I could ever done with you PetLibro I have 12 amazing beautiful cats and my work as a flight airline manager I travel every day 🥰 without Petlibro I CAN NOT MAKE IT thank you so much for every creation you have created I love you guys so much GOD BLESS YOU ALL

Have been trying for a replacement on my pet polar feeder for months . Even purchased a laser thermometer to prove it doesn’t work. They offered two separate times through email after troubleshooting to replace and ask for an address confirmation, and then do not answer replies. They do not return any phone calls or current and future tickets. This is a problem most customers face, just go check the subreddit and see all the problems people face. Avoid this company.

1 star — One of the worst customer-service experiences I’ve had with an online purchase.

I regret purchasing from PETLIBRO. The product itself has issues for my needs — the portions are not consistently suitable, and the feeder takes an absurdly long time to dispense food.

What has been even worse is dealing with their customer service. I submitted a return request within their stated return period and was initially asked to provide photos/video. I explained that I had already cleaned and packed the product and was requesting a return and refund, not troubleshooting or a replacement.

Since then, they have simply ignored my emails. I have followed up multiple times and cannot even get a basic response from customer service. No meaningful communication, no return authorization, and no resolution.

It’s extremely frustrating to have a company advertise a return policy but then make the actual return process so difficult and completely ignore customers when they ask for help.

The product may work for some people, but based on my experience, I absolutely cannot recommend PETLIBRO. Terrible customer service and an incredibly frustrating return experience. I would think twice before purchasing directly from this company.

I am extremely disappointed with my PETLIBRO Granary Dual Feeder with Camera.
I bought this feeder specifically to have peace of mind when I am away from home, especially during a recent holiday. Unfortunately, it became an absolute nightmare. The scheduled feedings repeatedly failed or showed as “Status Unknown,” "Failed" and I could not reliably confirm whether my cats had actually received their food.
The manual feeding function through the app also failed on several occasions. At one point, I had to ask friends to make additional visits to my home to physically check the feeder and make sure my cats were being fed. This completely defeated the purpose of buying an automatic feeder.
The feeder seems to require turning it off and on again whenever it stops working. But what is the point of having a smart automatic feeder if you need to be physically at home to restart it?
I also paid significantly more for the camera version so I could monitor my cats remotely, but the camera has repeatedly stopped working too.
A pet feeder needs to be reliable. When you are away from home, you need to trust that your pets are being fed. Unfortunately, after multiple failures with scheduled feeding, manual feeding and the camera, I have completely lost confidence in this product.
I am currently trying to resolve the issue with the company and have requested a refund.