Saturday, November 7, 2026 · Customer reviews of US businesses
The Fair Hearing score
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1,033 reviews
PetlibroSelect a line to read only those reviews.
Honesty, pricing, process and quality scores appear once 5 customers have rated them.
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 The Fair Hearing, with an average rating of 3.4 out of 5.
1,033 approved reviews, newest moderated first
It just works.
By Jeremy
Response from Petlibro· Jun 19, 2026
Hi there, Thank you for your five-star review. We are so glad to hear that everything is working perfectly for you. If we can be of further assistance, please feel free to let us know, we spare no effort to serve you.
Rep was able to resolve issue in a timely manner. I was also relieved to learn that they sold the polar feeder tray separately, as that's not something offered in the past. This way I not only can upgrade to the new steel version, but i can buy an extra one to make daily cleaning a little easier.
By Meaghan B.
Response from Petlibro· Jun 19, 2026
Hi Meaghan, Thank you so much for the kind words and the 5-star rating. We are thrilled to hear that our team was able to help you promptly and that the separate tray options are a helpful addition for your setup. It is wonderful to see how these parts are making your pet care routine a little easier. We really appreciate your patience and if you have any further questions, please don’t hesitate to contact us.
AVIS sur service client PETLIBRO suite à achat de POLAR WET FOOD FEEDER (distributeur de paté pour 3 jours) au prix de 153 € sur AMAZON. Le distributeur fonctionne bien pendant 2 mois à peine. Toutefois il faut etre certain que le chat va manger dans le créneau de distribution indiqué (que l'on peut choisir) sinon le couvercle se referme. Après 2 mois d'utilisation, le couvercle ne se referme plus (il s'ouvre, se referme, s'ouvre à nouveau puis se bloque en ouverture) et j'ai une alerte sur l'application qui me permet d'envoyer un message à l'assistance. Très rapidement (dans les 5 mn alors que c'est vendredi 18h), on me demande des infos sur le modèle, de faire des manipulations pour réinitialiser en vain puis d'envoyer une vidéo. Je pense même que c'est une IA qui était parfaite (compréhension du problème, courtoisie, rapidité de réponse, heure de nos échanges) car il finit par me dire d'envoyer la facture pour un échange que je demande en urgence car je dois partir en congés. L'assistance me répond, après plusieurs d'échanges de mail très rapide, que mon dossier va etre pris en compte pour validation manuelle par le responsable et que l'urgence est bien prise en compte aussi, un collègue reviendra vers moi rapidement pour un envoi d'un nouveau distributeur. Cela fait maintenant 3 semaines que je suis sans nouvelle et plus aucune réponse à mes mails de relance ! un achat de 153 € inutile après à peine 2 mois et AMAZON ne fait rien non plus Très rapidement après mon avis truspilot, PETLIBRO m a envoyé un nouveau distributeur. Dommage que cet échange n ait pas eu lieu avant cet avis négatif que je maintiens bien évidemment
By Libelljamm
Response from Petlibro· Jul 20, 2026
Bonjour Annie, Nous sommes sincèrement désolés de lire votre avis. Nous comprenons parfaitement votre déception et regrettons sincèrement que votre expérience n'ait pas été à la hauteur de vos attentes. Nous apprécions la confiance que vous avez accordée à PETLIBRO et regrettons sincèrement que votre expérience n'ait pas été à la hauteur de cette confiance. Soyez assuré(e) que votre dossier est désormais traité en priorité. Notre équipe vous contactera dans les 24 heures afin de vous proposer une solution adaptée et de faire avancer votre dossier dans les meilleurs délais. Chez PETLIBRO, nous accordons une grande importance au bien-être des animaux et à la confiance de leurs propriétaires. Nous assumons pleinement la responsabilité de nos produits et nous resterons à vos côtés jusqu'à ce que cette situation soit résolue de manière satisfaisante. Merci de nous avoir fait part de votre expérience et de nous donner l'occasion de regagner votre confiance. Best, PETLIBRO Customer Support
I was very disappointed in the customer service because I love the products. I had ordered a deodorizer, replacement bags, and a mat for the litter box. Only the mat came. I had to reach out 2x times before I got a response. They were very apologetic and said they would have the items sent, plus additional bags for my inconvenience. The bags and deodorizer finally came that I originally ordered but not the extra bags I was promised. I reached out again and and recieved no response. If you weren't going to send the extra bags, why did you even mention it? And it is so rude not to at least respond. I won't be reordering supplies from them again.
By Katy L.
We are very much satisfied with the support we have received. Jeremy from the customer support team was too kind and patient with explaining all the steps to us for weeks.
By Mine Y.
Response from Petlibro· Jun 18, 2026
Hi Mine, Thank you so much for taking the time to share your experience with us. We are delighted to hear that you are satisfied with the support you received and that Jeremy was able to assist you so effectively. Our team strives to provide patient and thorough guidance to all our customers, and it is wonderful to know Jeremy’s efforts made a difference for you. We will be sure to pass your kind words along to him. If we can be of further assistance, please feel free to let us know, we spare no effort to serve you.
Simple easy instructions
By ERIC S.
Response from Petlibro· Jun 18, 2026
Hi Eric, Thank you for your message. We are so pleased to hear that you found the instructions simple and easy to follow. Thank you for sharing your positive feedback with us. If we can be of further assistance, please feel free to let us know, we spare no effort to serve you.
Okay I am in Aus so imagine trying to get an issue resolved for an item purchased via Amazon Australia Started 3 June and still waiting. Sent the final video over a week ago and still waiting and yes I have followed up. UPDATE after waiting 10 days in between correspondence they offered to replace a pump but obviously Alvin didn't read that I had already replaced if! So slow responding that I am of the belief it will never be resolved. It is interesting that the company only responds to positive reviews here
By Yvonne C.
Response from Petlibro· Jul 23, 2026
Hi Yvonne, Thank you for taking the time to share your experience and for providing additional details through your update. We’re truly sorry for the frustration and disappointment caused by the length of time it has taken to resolve your case. We completely understand how frustrating it must feel to wait since June 3rd, especially after you had already provided the requested troubleshooting information and video. We appreciate the effort and patience you have shown throughout this process. We also apologize that our previous response did not fully reflect the troubleshooting steps you had already completed, including that you had already replaced the pump. This was a communication oversight on our side, and we have shared this feedback internally with our support team to strengthen our case review and training process, helping ensure customers do not receive unnecessary steps after providing information. We understand your concerns about response times. During this period, we have been experiencing a higher volume of customer inquiries and have been actively expanding our support resources and improving our processes to provide faster and more effective assistance. However, we recognize that this does not change your experience, and we are sorry that you had to wait longer than expected. We also want to clarify that we value all customer feedback, whether positive or negative. Every review is an opportunity for us to identify areas where we can improve and better support our customers. We would appreciate the opportunity to continue assisting you and work toward a proper resolution. Our team will review your case and follow up with you directly. Thank you again for your patience and for giving us the opportunity to improve. Sincerely, PETLIBRO Customer Support
I am extremely impressed with PETLIBRO's customer service. When I experienced an issue with my product, their support team responded quickly and professionally. The replacement process was smooth, hassle-free, and exceeded my expectations. A special thank you to Jinsen, who was incredibly helpful throughout the entire process. He kept me informed, answered all of my questions, and made sure my replacement was handled promptly. His kindness, professionalism, and dedication to customer satisfaction turned what could have been a frustrating situation into a very positive experience. It's clear that PETLIBRO stands behind its products and truly values its customers. I highly recommend PETLIBRO not only for their quality pet products but also for their outstanding customer support. Thank you, Jinsen and the PETLIBRO team!
By Jb K.
Response from Petlibro· Jun 17, 2026
Hi there, Thank you so much for your kind words and for sharing your experience on Trustpilot. We are delighted to hear that the replacement process was smooth and that Jinsen was able to assist you professionally. We will be sure to pass along your feedback to Jinsen and the team. It is great to know that we could turn your situation into a positive experience. We are always here to help you and your pets. We really appreciate your patience and if you have any further questions, please don’t hesitate to contact us.
