Petlibro is always fast to reply to any issues and when our feeder stopped working for our cat they replied right away and walked me through troubleshooting and even released a special software for us... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
My refrigerated automatic feeder is great but, after about two years, the refrigeration component died. And if my story ended there, I would be giving Petlibro two stars. But their great custom... See more
Company replied
This 5 star review is based on the great customer service that I have received so far from the Petlibro team. They have gone above and beyond to help with my purchasing decision and help add addition... See more
Company replied
Alexandra was very supportive and understanding of my problem. Where an initial start with an email claim was great but then went silent, I found the phone number, Alexa read the entire email thread,... See more
Company replied
Company details
Written by the company
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.
Contact info
1135 Walsh Ave, 95050, Santa Clara, United States
- help@petlibro.com
- petlibro.com
3.5
Average
930 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 47% of negative reviews
Typically replies within 2 weeks
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Absolutely terrible customer service!
Absolutely terrible customer service!! I loved the product the Polar wet food feeder but it stopped cooling while it is still in warranty, I contacted the customer service since August 18th and they said they will forward my case to a supervisor they then stopped replying, it is now September 7th and I have followed up multiple times with no response whatsoever. Never in my life have I been through such disappointment from a customer service!
7 September 2026
Unprompted review
Reply from Petlibro
Hi Suchi,
Thank you for taking the time to share your experience. We are truly sorry that your warranty case took much longer than expected, especially after you had already completed the requested troubleshooting and provided the information needed for review.
During this busy period, we have experienced a significant increase in customer inquiries, which has resulted in slower response times than usual. We are actively training additional team members, strengthening our support team, and improving our internal processes so that warranty cases can be reviewed and followed up more efficiently.
We have confirmed that your feeder is covered by Petlibro’s warranty, and we will make sure the appropriate warranty support is provided.
Our support specialist contacted you directly today and has already provided a clear solution for your case. We sincerely appreciate your patience and the time you spent cooperating with the troubleshooting and warranty process.
We know how important reliable cooling is when you depend on the feeder for your cat’s daily meals, and we appreciate the opportunity to resolve this properly and improve your experience with Petlibro.
Sincerely,
Petlibro Customer Support
Bad customer service, product didn’t work at all
The entire return process took almost exactly 3 months. For most of that time, it was a fruitless back and forth with the PETLIBRO employee who was (exclusively, according to the AI checker) using AI to communicate and wasn’t helping at all. They sent over my countless videos/photos from various angles to the engineering team, but nothing ever came of it. The litter box was stuck for months, and petlibro insisted there was nothing wrong with it after we did weeks of troubleshooting with no success. After that, they started imposing new conditions under which they’d accept the return, which was supposed to be 60 days to return the item with no questions asked. Eventually once I called out their excessive AI usage (an AI checker said it was 99% written by AI after they insisted they weren’t using AI at all to communicate), they agreed to accept the return and the return process finally started. I don’t know if they would’ve taken the faulty litter box back at all had I not called out the employee’s AI usage. I lost $140 in the return process (minus a $50 petlibro gift card that I can only realistically use if I spent about $100 to buy a new gadget), which was disappointing given that the item didn’t work at all (didn’t recognize when a cat was there, but the sensors thought there was constantly a cat there so it never cleaned itself). I wouldn’t wish the first 6 weeks of back and forth communications with Petlibro on my worst enemy. I had a high opinion of Petlibro and had recommended the brand to friends and family, but I will no longer be doing that.
7 June 2026
Unprompted review
Loyal Furrever Customer!
I have 4 Petlibro RFID feeders and a dockstream. I had some issues with my feeders and customer service was so quick, understanding, and patient with me. This experience has turned me into a loyal furrever customer!
7 September 2026
Unprompted review
Reply from Petlibro
Hi Gabriellia,
We are absolutely thrilled to hear about your positive experience with our products and our support team. It is wonderful to know that you are happy with your RFID feeders and Dockstream.
Our team strives to provide quick and patient assistance to all our customers, and your kind words truly motivate us. We are honored to have you as a loyal member of the Petlibro family.
If we can be of further assistance, please feel free to let us know, we spare no effort to serve you.
Zero customer service
Polar wet feeder stopped cooling out of nowhere. I’ve sent multiple customer service requests, called the support line, left a voicemail, tried Reddit, nothing. Do NOT buy from this company.
6 September 2026
Unprompted review
Firmware Update - Unresponsive Device - Customer Service
Honestly, the start of the process for my issue was really rough, especially with the lack of responses. HOWEVER Alexandra got on the phone with me, walked me through everything they already had, confirmed the information that they needed from me, and got a replacement part sent out to me within the same week.
I couldnt be happier with how this turned out as now my cats are no longer yelling at me about their feeding schedules xD
14 August 2026
Unprompted review
Reply from Petlibro
Hi Patrick,
Thank you for your message. I understand your concern about the initial delay you experienced with our response times.
We are so pleased to hear that our team was able to turn things around and resolve the issue with your device. It is wonderful to know that your cats are back to their regular feeding schedules. We truly appreciate your patience and the time you took to share your positive outcome with us.
If we can be of further assistance, please feel free to let us know, we spare no effort to serve you.
UPDATE: Still unable to resolve the warranty claim
Unfortunately, I have to update my review because the issue has still not been resolved.
After posting my original review, Petlibro finally contacted me. However, rather than arranging a replacement, they asked me to go through a number of troubleshooting steps. I followed all of the instructions and sent them the videos and photos they requested as evidence that the cooling system is not working.
The problem is that the support email they contacted me from does not accept replies. When I tried to send the requested information, I received a “Delivery has failed to these recipients” message.
This creates a completely broken support process: Petlibro asks the customer to provide additional information, but the customer cannot reply to the support email to provide it. I now have no way of knowing whether they have received the evidence they requested, and I am concerned that the case will simply be closed because they haven't received a response.
I genuinely don't know whether Petlibro is aware that their support email address does not accept replies, but this needs to be fixed.
This has now become incredibly frustrating. I have had two units develop the same cooling-system problem, and on the second unit — which is still under warranty — I am having to repeatedly chase Petlibro just to get the warranty process moving.
I really hope someone from Petlibro sees this and contacts me through a channel that actually allows me to respond, so I can provide the information they requested and finally get the replacement arranged.
3 September 2026
Unprompted review
Reply from Petlibro
Hi Laurence,
Thank you for updating your review. We are very sorry that the warranty process has continued to feel difficult, especially after you completed the requested troubleshooting and prepared the videos and photos for our review.
Regarding the “Delivery has failed to these recipients” message, we would like to investigate this carefully. When our team contacts you again, please send us a screenshot of that delivery-failure notification if possible. We will forward it to our technical team so they can review what happened and help prevent the same communication issue from affecting future support cases.
We also want to clarify that our support team has continued following up on your newer ticket, with messages sent on August 25, August 27, and September 1. However, we have not received a reply to those follow-ups.
Your case remains a priority, and a dedicated member of our support team will contact you again within 24 hours through a channel that allows you to respond and provide the requested information.
We understand how frustrating it is to have to keep chasing a warranty case, particularly after experiencing a similar cooling issue before. We will continue working with you so the case can move forward properly.
Sincerely,
Petlibro Customer Support
Customers discussing class action lawsuit
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.
6 September 2026
Unprompted review
Reply from Petlibro
Hi Layla,
Thank you for taking the time to share your experience. We understand how upsetting and disruptive this situation has been, especially when you rely on the feeder to care for your senior cat while you are away from home.
We are especially sorry that the issue disrupted your work trip and forced you to return home unexpectedly to make sure your cat could eat and receive the medication added to the food.
Regarding the Petlibro App and cloud service disruption in August, the service has since been restored. Under normal operation, feeding schedules that have already been successfully saved to the feeder are designed to continue running locally even if the App or cloud service is temporarily unavailable. The information previously shared about saved feeding schedules continuing locally was based on the feeder’s intended behavior and was not meant to mislead customers. We are sorry that your feeder did not behave as expected in this case.
We have not treated this as an isolated incident. Our technical team has continued reviewing what happened and is working on a new firmware version with further optimizations intended to strengthen the reliability of locally stored feeding schedules during App or cloud service interruptions.
We also want to reassure you that your feeder is covered by Petlibro’s 24-month warranty. Your case has been prioritized, and we will provide the appropriate warranty support based on the information already available in your case.
A dedicated member of our support team will follow up with you within 24 hours to review the current situation and provide the most appropriate next step. We understand that you have already spent significant time troubleshooting and dealing with this issue, so our team will continue from the information you have already provided rather than asking you to start over.
Thank you for bringing this to our attention. We take feeding reliability, customer trust, and the needs of pets who depend on our products seriously. Your feedback is helping us improve both our products and the way we support customers who rely on them.
Sincerely,
Petlibro Customer Support
Prompt warranty replacements
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!
2 September 2026
Unprompted review
Reply from Petlibro
Hi Finn,
Thank you for your message. I understand your concern about the feeder issue you encountered.
We are glad to hear that our support team was able to assist you promptly and ensure your warranty replacement was sent out quickly over the weekend. We truly appreciate you taking the time to share your feedback and positive experience with our service.
If we can be of further assistance, please feel free to let us know, we spare no effort to serve you.
Good product, Terrible Support
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
13 August 2026
Unprompted review
Reply from Petlibro
Hi Suzanne,
Thank you for taking the time to share your experience. We truly appreciate that you have enjoyed using your Dockstream 2 fountain, and we are sorry that the support experience has not matched the positive experience you have had with the product.
We understand how frustrating it was to complete the requested troubleshooting, provide the video, and then be told that your case had been escalated with an expected response within 3 business days, only to wait much longer and have to follow up repeatedly for an update.
During this busy period, we have experienced a significant increase in customer inquiries, which has resulted in slower response times than usual. We are actively training additional team members and improving our internal support process so that escalated warranty cases can be reviewed and followed up more consistently and efficiently.
Your fountain remains covered by Petlibro’s 24-month warranty, and we will honor that coverage. Your case has now been prioritized, and a dedicated member of our support team will follow up with you within 24 hours with a clear next step. We will continue from the troubleshooting and evidence you have already provided, so you will not need to repeat the same information again.
We sincerely appreciate your patience and the fact that, despite this support experience, you have continued to express how much you enjoy the product. Your feedback is helping us improve the way we handle warranty cases and customer follow-up.
Sincerely,
Petlibro Customer Support
Terrible customer service
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.
19 August 2026
Unprompted review
Reply from Petlibro
Hi Natasha,
Thank you for taking the time to share your experience. We are very sorry that your warranty case has taken much longer than expected and that you had to follow up several times without receiving a clear update.
We understand how frustrating it is to be told that your case would be reviewed within three business days and then wait weeks without a response, especially after you had already been advised that a replacement would be considered.
During this busy period, we have experienced a significant increase in customer inquiries, which has resulted in slower response times than usual. We are actively training additional team members and improving our internal support process so that escalated warranty cases can be reviewed and followed up more consistently and efficiently.
We have confirmed that your product is still within Petlibro’s 24-month warranty period. We will continue reviewing the issue based on the troubleshooting and information, and we will make sure the appropriate warranty support is provided.
Your case has now been prioritized, and a dedicated member of our support team will follow up with you within 24 hours with a clear update and the appropriate next step.
Thank you for bringing this to our attention. We take warranty support and customer follow-up seriously, and your feedback is helping us improve our service process.
Sincerely,
Petlibro Customer Support
predatory company
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.
5 September 2026
Unprompted review
Reply from Petlibro
Hi Jefrey,
Thank you for sharing your feedback. We’re sorry that the subscription structure has caused frustration, and we appreciate the opportunity to clarify how the two services differ.
If you’re referring to the AI Video service and PetCare, these are two separate optional subscriptions designed for different purposes.
AI Video service:
This service focuses on video recording and pet activity capture. It includes features such as live video viewing, cloud video storage and playback, automatic pet activity clips, daily highlight clips, live-view related features, and safety alerts.
PetCare:
PetCare focuses on AI-powered pet health analysis and ongoing health monitoring. It uses data such as eating speed, water intake, elimination frequency, stool condition, multi-pet recognition, and longer-term health trends to provide deeper health-related insights and help owners notice potential changes earlier.
We also understand your concern that, given the price of the litter box, you expected more features to be included. The litter box’s core functions can still be used without purchasing either subscription. These optional services are designed to provide additional video, AI analysis, and health-monitoring features beyond the product’s basic operation.
Because AI Video and PetCare serve different purposes and provide different types of features, they are offered as separate subscriptions rather than as a single combined service.
Based on the reviewer name shown here, we are not able to confirm with certainty that we have matched this review to the correct support history. If you would like us to review your specific account and subscription setup, please email us at support@petlibro.com with a screenshot of this review and a link to it. Our team will prioritize your case and clarify exactly which services are associated with your account and what each one includes.
Thank you again for bringing this concern to our attention. Your feedback is valuable to us as we continue improving how we communicate the differences between our product features and optional subscription services.
Sincerely,
Petlibro Customer Support
Product failed under warranty, no support or recourse
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.
10 August 2026
Unprompted review
Reply from Petlibro
Dear customer,
Thank you for taking the time to share your experience. We are very sorry that you have had difficulty reaching our support team through multiple channels and that your warranty case has remained unresolved for longer than expected.
During this busy period, we have experienced a significant increase in customer inquiries, which has resulted in slower response times than usual. Please rest assured that we are actively training additional team members, strengthening our support processes, and working to respond to every inquiry as quickly as possible.
We have also reinforced training for our phone support team and specifically instructed agents to promptly return missed calls whenever possible, so that customers who are unable to connect during their initial call are not left without follow-up.
At this time, we have not been able to accurately match the reviewer name “KN” shown here with a specific support case or email history. If the issue is still unresolved, please email us at support@petlibro.com with a link to this review and a screenshot of it. This will help our team identify your case quickly and avoid asking you to repeat information unnecessarily.
Once we are able to match your case, it will be prioritized for review and follow-up. We take warranty concerns seriously and will make sure the case is reviewed based on the information and warranty details already provided.
Thank you again for bringing this to our attention and giving us the opportunity to assist you.
Sincerely,
Petlibro Customer Support
Garbage
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
1 September 2026
Unprompted review
Reply from Petlibro
Hi Anthony,
Thank you for sharing your experience. We are sorry that the issues with your feeders, together with the time spent troubleshooting and waiting for follow-up, have caused so much frustration.
During this busy period, we have experienced a significant increase in customer inquiries, which has resulted in slower response times than usual. We are actively training additional team members and improving our internal support processes so that cases can be reviewed and followed up more efficiently.
Regarding the App service disruption in August, the service has since been restored. We have continued reviewing what happened and are working on further improvements for the next App and firmware versions, with a particular focus on strengthening offline reliability so that feeding schedules already saved to the feeder can continue to execute normally during temporary App or cloud service interruptions.
We also noted your concern about having to enter your email address and password repeatedly when opening the App. When signing in, please select the option to remember your login information so that you do not need to enter your credentials every time.
We understand that you have already spent considerable time trying to resolve these issues. A dedicated member of our support team will follow up with you within 24 hours to review your case and provide a clear update.
Thank you again for bringing these concerns to our attention. Your feedback is helping us improve both product reliability and the overall support experience.
Sincerely,
Petlibro Customer Support
Bought a dock stream 2
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.
3 September 2026
Unprompted review
Impossible to get a hold of anyone to solve your problem
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.
1 September 2026
Unprompted review
Reply from Petlibro
Hi Ching-Shan,
Thank you for sharing your experience. We are sorry that it was difficult to reach a human representative when you needed assistance.
During this busy period, we have experienced a significant increase in customer inquiries, which has resulted in slower response times than usual. Please rest assured that we are actively training additional team members, strengthening our support processes, and working to respond to every inquiry as quickly as possible. Your case has also been prioritized.
We would also like to clarify that Petlibro does offer phone support. You can reach our customer service team at:
+1 (855) 920-4555
We also noticed that your current request is related to changing the shipping address. Since the parcel is being fulfilled and delivered through Amazon logistics, we are unfortunately unable to modify the delivery address from our side once the shipment is already in process.
Could you please let us know whether a family member, friend, neighbor, or someone else at the original delivery address may be able to receive the parcel for you?
A dedicated member of our support team will follow up with you again within 24 hours to continue assisting with your case.
Thank you for bringing this to our attention and for giving us the opportunity to help.
Sincerely,
Petlibro Customer Support
Such a great experience getting…customer supprt
Such a great experience getting assistance with my automatic litter box. Would recommend the product to anyone as well
28 August 2026
Unprompted review
Reply from Petlibro
Hi Richard,
Thank you so much for sharing your wonderful experience with our support team and your automatic litter box. We are thrilled to hear that you are satisfied with the product and would recommend it to others. Your kind words truly mean a lot to us.
If we can be of further assistance, please feel free to let us know, we spare no effort to serve you.
Randy was very helpful in getting me a…
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!
19 August 2026
Unprompted review
Reply from Petlibro
Hi Kristina,
We are so happy to hear about your positive experience with our support team. Providing seamless assistance and ensuring our customers feel well-supported is always our goal. We will be sure to pass your kind words along to Randy and the rest of the team.
If we can be of further assistance, please feel free to let us know, we spare no effort to serve you.
Terrible customer service
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
27 August 2026
Unprompted review
one star
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.
3 September 2026
Unprompted review
Great Products when they work
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.
3 September 2026
Unprompted review
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.