Petlibro Reviews 671

Randy handled my issue and promptly sent a new unit to replace my defective one. Great support experience overall.

I purchased the Polar wet food feeder about a year ago, and it's be a life saver while we're away from home, giving us a means to feed our cat either on a schedule or manually. Once we started having problems with the unit, the promptly and proffessionally assessed the issue and sent a replacement. Definitely remaining a loyal customer of theirs!

I ordered a pet feeder from Petlibro and overall experience was good. The website is simple to navigate and it was easy to find different pet products. They offer smart feeders and fountains which help manage feeding time for pets, especially when you are busy or away. Petlibro focuses on smart pet care products like automatic feeders and water fountains that make daily pet care easier.
Delivery was fine and the product quality feels solid. Setup was not very difficult and instructions were clear enough. The only small issue was that some features took a little time to understand at first.

Needed a replacement part, the homies originally sent the wrong one, but my guy Vincy immediately corrected it and refunded the difference and let me keep both.

I had a really great experience with Petlibro and wanted to share!

After receiving my automatic cat feeders, I realized I needed a couple of extra food bowls that fit the machine—but they weren’t available for purchase separately on the website. I reached out to Petlibro’s customer support team, and they responded to my emails quickly and were incredibly friendly and helpful.

They arranged to send the additional bowls with free shipping, which I truly appreciated. Although I initially received the wrong product (likely just a small miscommunication), they handled it right away. They sent out the correct replacements at no charge and didn’t even require me to return the incorrect bowls.

It’s so refreshing to deal with a company that stands behind their products and genuinely cares about customer satisfaction. Thank you, Petlibro, for the excellent service—I’ll definitely continue to support your brand!

I had wanted to order an extra stainless steel bowl, despite it not being available on the online store (and replacement parts not being available to ship to my country anyway). When I contacted customer service, Ruby @ pet libro was so helpful - not only did she arrange to send me the bowl, but she always replied to my questions quickly and professionally. She was so helpful, friendly and polite - I was super impressed with my whole customer service experience! Thank you, Ruby!

I’ve had a very positive experience with Petlibro. They are consistently responsive, proactive and easy to deal with. Queries are picked up quickly and communication is clear, which makes collaboration straightforward. They are helpful in finding solutions and flexible when timelines are tight. Overall, a reliable and supportive.

I bought a PETLIBRO Capsule Water Fountain (model PLWF002) in May last year and it's already unusable. Where the cord feeds into the unit, the edge of this gap is sharp, and over time it has damaged the cord, particularly when putting the blue plug on top to keep the cord in place and not happy to continue using it. I reached out to Petlibro and Curry's where I purchased the water fountain but they have refused to help me even though it's still under guarantee. I wasted a lot of time going back and forth on email to Petlibro, only for them to only offer me a discount to buy a new product, but given this experience and how difficult the fountain was to clean, I won't be buying another and wouldn't recommend this product or customer service.

My pet automatic feeder broke and they responded quickly and were super helpful! Within a day the new one was shipped out free of charge due to the great warranty! Good communication!

The return process for me was unfortunately very lengthy and frustrating. I ordered 2 feeders late December and returned them by the first week of January. However I got no confirmation that the return was received, and had to reach out multiple times in order to speak to a real person via email. I finally got my money back late February. There needs to be a better system for tracking returns / refunding in a timely manner. I was scared I was never going to get my money back…

I was provided instructions on how to reset my wet feeder device. I responded a few days later that it was still not working as expected and instead of going back and forth they immediately said they would send me a new device. I appreciate the no-hassle process to keep trying options.

This company truly operates at a level of energy that comes from the heart. Their customer service is outstanding—believe me, I’ve dealt with other similar companies, and none even come close. The products are excellent, and their service really stands out. They listen attentively, go above and beyond to assist you, and make sure you leave not just satisfied, but truly delighted. You genuinely matter to them. They fully understand that customer service is the heart of any company and that every client is valuable, like the breath of their company. You can choose this company with complete confidence, knowing you will be heard and will end up thoroughly satisfied, like no other company. Trust me, I am telling you from experience! Sending a BIG thank you to Randy, an exceptional person everyone wishes they could meet when they need help—the A1 star of customer service!
Edith .. :-)

I got a RFID feeder from PetLibro, the unit had a small issue where it was starting to close the door to the feeder while my pet was still eating, but would reopen once my cat pulled back a bit. My cat was still able to eat but this wasn't ideal so I contacted their support. I was kind of expecting to just have to live with it but after sending a video showing the issue their support team shipped me a new feeder that same day. This was probably the best outcome, super nice to have a customer service team that resolves issues quickly and easily

Subscribed to one Dockstream and one Dockstream 2 filter sets and received two Dockstream filter packages. Reached out for support and garbage AI response contradicts itself saying both that I received the correct filters and that the Dockstream 2 filter box should explicilty state the Dockstream 2 model and also that they're slighly thicker for a more secure fit and optimal performance. Will be buying third-party filters from now on.

I had trouble finding bowl insert replacements on the website so I emailed the customer service. They responded immediately to assist me and by the end of the next day I was given an invoice for the bowls I needed. They were very helpful and attentive and even shipped the items to me free.

She was is an excellent help and even asked for a photo of my cat . Kind caring and supportive I loved that truly meant something and helped my case knew exactly what to do because my pump stopped working sent a replacement warranty out in so happy with this company as well as Kristine’s help amazing thank you.

The pump for my fountain sadly stopped working after just a couple months of use. After reaching out to support, they were able to give me some troubleshooting to try first and upon unsuccessful attempts at getting it to work they opted to ship me a new pump for free

My customer service agent was quick to respond and offer me solutions. She even escalated matters to send me a replacement that works PERFECTLY now!

And this is regarding my Luma Litter ! So it wasnt a small package !

Thank you Petlibro, for truly allowing your customer care agents the proper freedom to resolve issues, even if it sometimes costs to do so! That is what pet and customer care should be like!

I realized I accidently ordered the wrong product shortly after submitting my payment. i immediately attempted to cancel but since it was a Sunday I thought it wouldn't be addressed till the next business day. After a few hours i received an email from Vincy telling me it was caught it in time and would process my request. Thanks to the people in your organization who seem dedicated to making my experience easy to resolve.