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.
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Is Petlibro legit?
Petlibro (petlibro.com) has a 3.6 out of 5 rating on OK.one, based on 101 user reviews collected here. It is listed under Animals & Pets and its reputation is mixed. Opinions are polarized: 64% rate it 4 stars or higher while 33% give 1 star; The business has replied to 20% of negative reviews; Reviews mostly discuss Product, Customer service, Quality. Last updated 2026-08-12.
What reviewers say
AI generated
Reviewers had a great experience with this company. Consumers frequently praise the exceptional customer service, stating that the support team responds rapidly and handles technical problems effectively. People truly love the automatic feeders and water fountains, explaining that these innovative products make daily routines and pet care significantly easier.
However, some customers also noted frustrating communication delays when waiting days or even weeks for email replies or replacement updates. A few reviewers additionally experienced unexpected product malfunctions, pointing out that certain devices stopped working properly and required frequent returns or exchanges. Others expressed disappointment regarding prolonged dispute resolutions and the lack of proper communication from the team during issues.
Auto-generated from all reviews of this business. For reference only.
⭐ **1/5 — Very Disappointing Experience**
I paid over **$500 for a PETLIBRO Luma Smart Litter Box**, but could never get the Wi-Fi/app connection working properly.
I contacted PETLIBRO customer service approximately **six times** and repeatedly went through troubleshooting, including the 2.4 GHz / 5 GHz connection process. Nothing fixed the problem.
When I finally gave up and asked to return it, I was shocked that I still had to pay **about $100 in return shipping** — and then box up this large, heavy unit and personally haul it to a UPS Store.
For a $500+ premium product, that is unacceptable customer service. Products can have problems; what matters is how the company handles them.
I replaced it with a much simpler **PetPivot automatic litter box for roughly one-third the cost**, and it has worked so well that **I have now purchased a second one**.
After six troubleshooting attempts, roughly $100 to return the PETLIBRO, and the hassle of hauling it to UPS, I would **not purchase the PETLIBRO Luma again**.
Customer service was on point! I appreciate the help and getting my defective feeder replaced.
Reply from Petlibro2026-08-11
Hi there,
Thank you for your message.
We are so pleased to hear that you had a great experience with our customer service team. It is wonderful to know that we could assist you with your replacement feeder promptly.
Thank you for taking the time to leave us a five star review. We truly value your feedback.
If we can be of further assistance, please feel free to let us know, we spare no effort to serve you.
Petlibro worked with me over several days to resolve my problem with loading a firmware update. Follow-up was excellent since we needed to try several solutions.
Reply from Petlibro2026-08-11
Hi Donna,
Thank you for your message. I understand your concern about the firmware update process you recently experienced.
We are so glad to hear that our team was able to assist you in resolving the issue. It is wonderful to know that the follow-up and solutions provided were helpful to you.
We really appreciate your patience and if you have any further questions, please don’t hesitate to contact us.
I've been using Petlibro products for over a year and am grateful knowing my pets have food and water even if I'm not able to be at home at certain times. When I've had questions or concerns, Petlibro's customer support has been phenomenal. They have always responded quickly, obtained pertinent information, and provided effective solutions. The last representative that helped me, Kin, was also fantastic. I can't praise Petlibro enough for their excellent communication and customer service skills.
Reply from Petlibro2026-08-11
Hi there
Thank you so much for your kind words. We are thrilled to learn that you have relied on our products for over a year and that they bring you peace of mind regarding your pets. Knowing that your furry friends are well fed and hydrated is our top priority.
We are incredibly proud of our support team, and we will make sure Kin receives your wonderful feedback. It is rewarding to know that their efforts provided you with effective solutions. We truly appreciate your support and your decision to recommend us.
I bought this so that we could have a night away while ensuring the cats were fed. Twice now have been away and the servers have been down, or there has been an issue which means that we cannot see if the cats have been fed. Honestly, when the product works it's fine, not good, but fine. However, when you are away from home and it fails it's infuriating and dangerous. As such I have to give 1 star. I cannot recommend this service to anyone who wants their cats to be looked after. It does work most do the time, but when it doesn't they are also incredibly unhelpful.
We live a nightmare we tried first on rfid machine dosent work broke after 3 days than we order another one the same wifi Even 2,4 or 5 disconnect all the time Even thow we made a distance from the other machine or métal or other things that could interrup ….we are stock with 2 machines we will return those …very désappointed i will not trust PETLIBRO anymore
Ordered subscription filters a month ago. Have tried multiple times to get in contact for help in regards to no tracking information, have tried to get my money back. Have only been met with AI replies. Do not recommend.
Exceptional experience communicating with petlibro’s customer service team regarding the malfunction of my pet feeder After back and forth to collect details they eventually got back with a replacement offer. I appreciate their quick fulfillment of this offer!
Reply from Petlibro2026-08-09
Hi Sophie,
Thank you for sharing your experience with us. We are delighted to hear that our customer service team provided the support you needed and successfully arranged a replacement for your pet feeder.
Providing prompt and helpful service is a top priority for us, and we are happy that we could resolve the situation to your satisfaction. Your kind words mean a lot to our team.
We really appreciate your patience and if you have any further questions, please don’t hesitate to contact us.
I originally purchased the PETLIBRO Stainless Steel Polar Wet Food Feeder, but unfortunately, the temperature in my first unit wasn’t holding the food cold enough, which caused the food to spoil. I reached out to customer service to report the issue, and Vincy was extremely proactive and helpful throughout the process.
The replacement process itself was a little difficult and time-consuming because there are quite a few steps and different pieces of proof that need to be submitted before a replacement can be approved. It took some effort to provide everything that was requested. However, Vincy was very helpful throughout the process and made sure I knew what was needed and followed up to help get my replacement.
I really appreciated Vincy’s communication, responsiveness, and willingness to help resolve the issue. While I did have an issue with the original feeder and found the replacement process to be somewhat complicated, the customer service I received from Vincy was excellent. I’m glad PETLIBRO was able to resolve the issue and send me a replacement unit.
Reply from Petlibro2026-08-08
Hi there,
Thank you for sharing your thoughtful feedback. We are pleased to hear that Vincy provided attentive and responsive assistance throughout the warranty replacement process. We also appreciate your candid comments, as they help us identify where we can make the experience smoother.
Thank you for choosing PETLIBRO, and we are glad we could help resolve the issue. We really appreciate your patience and if you have any further questions, please don’t hesitate to contact us.
Return QR Code Needed Immediately - Ticket #613875 / Klarna Order
Hi Petlibro Support Team,
I am writing this with extreme frustration regarding Ticket #613875.
On July 27th, you promised that a supervisor would follow up with me within 3 business days. That timeframe expired long ago, and I have now been waiting for almost two weeks just to receive a simple return QR code/label.
It is completely unacceptable to leave a customer waiting this long with zero communication. I have already reported this issue to Klarna, and my payment is currently paused.
Please send me the return QR code immediately so I can ship the product back. If I do not receive a resolution within 24 hours, I will officially escalate this dispute through Klarna for merchant non-responsiveness and leave formal consumer protection complaints.
I expect the return label/QR code to be sent to my email today.
Thank you,
A M Cicu
I wanted to share a positive experience with Petlibro’s customer service department. I had issues with my polar feeder not cooling, customer service was quick to respond and try to suggest troubleshooting solutions. However, when these attempts failed they offered to send a replacement. I have been a consumer for years and have had no issues with the litter robot nor the fountains and will continue to purchase my pet products from Petlibro!
Reply from Petlibro2026-08-07
Hi Tamara,
Thank you for your message. I understand your concern about your polar feeder and the support you received.
We are so pleased to hear that our customer service team was able to provide a quick response and a replacement for you. It is wonderful to know that you have been a loyal customer for years and that you are enjoying our litter robot and fountains. Your feedback truly means 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.
I am editing my review from August 4,2026. I received a refund from the company for the defective feeder. I would have left it as a 1 but I changed it to a 4 only because it took them at least 4 days to respond to my emails.
I was able to communicate directly with someone at Petlibro and diagnose a problem and reach an equitable solution. Rare these days. Maybe a BOT? who knows but it was smooth and well done.
Reply from Petlibro2026-08-07
Hi there,
Thank you for your message. We are delighted to hear that your experience with our team was smooth and that we could help reach a satisfactory solution. Your kind feedback means a great deal to us.
We truly appreciate your thoughtful review and look forward to hearing from you soon.
I have a variety of products from Petlibro. I have 3 rfid feeders, an rfid fountain, and recently got the Luma Litterbox. They are all great at what they do. Luma has even help point out that one of my cats may have an issue. I very much recommend their products and am planning on buying 3 scout ai cameras and a new granuary ai feeder 2.
Reply from Petlibro2026-08-06
Hi Edie,
Thank you so much for your kind words and for recommending our products. We are incredibly happy to hear that your RFID feeders, fountain, and Luma Litterbox have been so helpful for you and your cats. It is wonderful that the Luma Litterbox was able to help you monitor your pet’s well-being so effectively.
We are also very excited about your plans to purchase the Scout AI cameras and the new Granary AI Feeder 2. We truly appreciate your continued support and trust in Petlibro.
If we can be of further assistance, please feel free to let us know, we spare no effort to serve you.
One-star service is to generous — endless delays and unreasonable warranty demands
My Petlibro feeder developed a fault while under warranty. Despite providing the photographs requested, Petlibro continued demanding further videos, fan checks and temperature tests rather than simply arranging for the faulty unit to be returned and inspected.
Their latest response appears to be a generic template. It repeats requests for information I have already provided and now says I may have to wait another three business days for a supervisor.
Meanwhile, I am having to make alternative arrangements to ensure my cat is fed reliably, which is causing continued inconvenience and additional cost.
I have cooperated fully, but the warranty process has become unnecessarily drawn out and increasingly unreasonable. Petlibro appears more focused on creating barriers than resolving a straightforward product fault.
Unless this is resolved promptly with a replacement or refund, I will pursue the matter through my credit card provider.
Very poor after-sales service and not the level of support I expected from a company selling products responsible for feeding pets.
Alexa was very professional, polite, and helpful. She explained every step in helping me solve my issue very clearly.
Reply from Petlibro2026-08-05
Hi Cindy,
Thank you for your message.
We are so happy to hear that Alexa was able to help you. It is wonderful to know she provided professional and polite support. Thank you for sharing your feedback with us. We truly appreciate your support.
I've reached out to support many time over several weeks to resolve an order I didn't receive. Zero response other than a template email to tell me to check with neighbors & the post office (package wasn't even shipped via USPS). I'd recommend finding a company more interested in doing right by the customer when their 2nd rate shipping service doesn't do the job correctly.
I bought a water fountain and a dry food feeder (with vacuum sealing) in October 2025. Less than a year later the vacuum seal function won't work on the dry food feeder and Petlibro customer service won't respond to me after multiple attempts. I tried all the troubleshooting tips. The water fountain also gets slimy fast and is hard to clean. Save your money and don't buy this brand for your cats.
It took a while for the company to respond, but once they did it was a quick and satisfactory resolution to the problem. Thank you Petlibro for the kind service.
Reply from Petlibro2026-08-05
Hi there,
Thank you for your message. We are pleased to hear that your concern was resolved quickly and satisfactorily once addressed. We truly appreciate your kind words and your patience.
We really appreciate your patience and if you have any further questions, please don’t hesitate to contact us.
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, understood completely our problem, and authorized a replacement. She is even going to try to get Amazon to ship it since it will be quicker (we need it FAST!). Great phone service.
Reply from Petlibro2026-08-05
Hi Steve,
Thank you for your message. I understand your concern about the initial communication delay, but I am delighted to hear that Alexandra was able to provide the support you needed.
It is heartening to know that your issue was resolved so quickly and that a replacement is being arranged to reach you as soon as possible. We always aim to provide thorough and compassionate service, and I will be sure to share your kind words with our team.
We really appreciate your patience and if you have any further questions, please don’t hesitate to contact us.
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