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.
the worst reliability I have ever encountered in a product
I use their polar feeder almost 3 years, I’ve lost count of how many of their products I’ve had to exchange and send back. Unfortunately, they are the only ones who make this type of product. I have three cats and three Polar Feeders; regularly—every two or three months (sometimes even sooner)—one breaks down, and I have to send it back and buy a new one. One broke in early July (a known issue where the disc starts spinning and won't stop), and now, on August 5th, another one has broken (it stopped cooling; the food smelled and had gone bad after just a few hours). I’ve never known a company with such poor reliability. The products consistently break down every six or seven months; that is the average lifespan of their items. All told, I’ve ordered over ten of these dispensers by now, constantly replacing the broken ones. It’s madness. At first, I used to contact their customer support, but it would take five to seven days to get a reply—and the response never actually solved the problem. I stopped contacting them and simply started returning the product whenever it broke
Jinsen went above and beyond to help me with my Petlibro wet feeder. My cat is Maine Coon and only eats wet food so it’s critical to have his meals scheduled and ready to eat. I love the feeder and may want to try other products you have.
Thank you Jinsen!
Reply from Petlibro2026-08-04
Hi Victoria,
Thank you so much for your wonderful review. It is great to hear that Jinsen was able to help you and that your cat is happy with the wet feeder. We truly appreciate your support and look forward to hearing from you again.
We really appreciate your patience and if you have any further questions, please don’t hesitate to contact us.
Although the process was somewhat involved, the representative was gracious, responsive, and quick to comprehend my issue. My issue was resolved fairly quickly and very fairly.
Reply from Petlibro2026-08-04
Hi there,
Thank you for your message. I understand your concern about the warranty replacement process.
We are delighted to hear that your issue was resolved fairly and that our representative provided responsive assistance. It is great to know that the warranty replacement was successful. We appreciate you taking the time to share your positive experience with us.
If we can be of further assistance, please feel free to let us know, we spare no effort to serve you.
Amazing customer service! In my case, I had ordered something that was not compatible with my water fountain and they gave me the best possible solution. I have my water fountain for over four years now and still very happy with it!
Reply from Petlibro2026-08-04
Hello Tessa,
Thank you for your message. I understand your concern about the compatibility issue you encountered with your recent order.
We are thrilled to hear that our team could help you find a great solution. Your long term support of our products is truly appreciated, and we are so glad to hear that your water fountain is still working well after all this time. Thank you for taking the time to share your positive experience with us.
If we can be of further assistance, please feel free to let us know, we spare no effort to serve you.
My cat was injuring himself with the tag, but the Petlibro team found a solution and did everything possible to ensure I received a replacement as quickly as possible. They provided a prompt response and followed up on the issue. It was a very pleasant surprise to receive such excellent customer service.
Reply from Petlibro2026-08-07
Dear Marion,
Thank you so much for your thoughtful review! We're truly happy to hear that our team's prompt response and follow-up made a difference and that you felt well supported throughout the process.
Providing a caring and reliable experience for both pets and their families means a lot to us. We sincerely appreciate you taking the time to share your kind words!
Sincerely,
Petlibro Customer Support
Poor customer service, major decrease in filter quality at the point that it is too small for the water fountain.
The water pump gets dirty easily and is very hard to clean due to having a lot of tiny holes.
I am very frustrated and dissatisfied with the product and with this brand. They don’t think about pet wellness, only how to get more money. 0 stars is a much more accurate feedback.
Absolutely shocking service! I purchased their AFID automatic feeder. I have 6 cats and just purchased 1 with the hopes of getting all my cats one. Its been over 2weeks, they are ignoring me and I still have no shipping information. I expected to have the item by now. I have requested a full refund from PayPal and will try a different brand.
No matter what I do, the fountain constantly leaks. I've had it since November and there's no rhyme or reason to it. At first I thought it was our cat, but I'd fill it up, not even to the top, but about midway and it'd IMMEDIANTLY start overflowing. Water gets everywhere even with the catch mat we have underneath it. I spent $60 on this and it just wasn't worth it.
this will be my second stainless steel filter for my cat. I love the ease of changing the filters, the fact that it’s not noisy, and the fact that my cat is drinking more water than she ever has. She’s seven and she always has been a big drinker, but I think she likes hanging out by the water fountain.! keep up the great work
Reply from Petlibro2026-08-02
Hi Karen,
Thank you for sharing your wonderful experience with our stainless steel fountain. It is lovely to hear that your cat is staying well hydrated and enjoys hanging out by her new water source. We are so pleased that the quiet design and simple filter maintenance have made your experience a positive one.
If we can be of further assistance, please feel free to let us know, we spare no effort to serve you.
Pet Libro Granary Smart Camera Feeder - Product & Customer Service Excellence!
I recently purchased the PETLIBRO Granary Smart Camera Pet Feeder, and I’m extremely impressed with both the product and the customer service.
The feeder is easy to set up and program, with flexible feeding schedules and precise portion control. The app is intuitive, reliable, and full of great features, making it easy to monitor my cats’ feeding and diet, even when I’m away.
What really stood out was the customer service. After my purchase, I realized I hadn’t applied a promotional discount correctly. I contacted support, and Alexa responded promptly, professionally, and resolved the issue by applying the discount after the purchase. The entire experience was seamless and exceeded my expectations.
I also own one of PETLIBRO’s water fountains, so this wasn’t my first experience with the brand. Their products are thoughtfully designed, and knowing they back them with outstanding customer support makes me even more confident recommending them.
Highly recommend PETLIBRO for both their innovative products and excellent customer service!
Reply from Petlibro2026-08-01
Hi Janis,
Thank you so much for taking the time to share such wonderful feedback about your Granary Smart Camera Pet Feeder and our customer service team. We are thrilled to hear that the feeder and app are working so well for your cats, and that Alexa was able to assist you smoothly with your discount. Knowing that you love our water fountain as well means the world to us.
If we can be of further assistance, please feel free to let us know, we spare no effort to serve you.
I have 3 petlibro devices (water fountain, wet feeder and kibble). They had a few issues and the customer service is excellent! It is mostly AI that responds to emails, but it’s instant responses and they are really good. Fairly easy to get a replacement.
Reply from Petlibro2026-08-01
Hi Hannah,
It is wonderful to hear that your experience with our products and services has been so positive. We are truly honored to be a part of your pet care routine and to know that our efforts to provide efficient service have made a difference for you and your companions.
We appreciate your support and hope your pets continue to enjoy their Petlibro devices.
Awful experience. On my recommendation, in preparation for a trip away, my friend has purchased a bundled item of automatic cat feeder and water dispenser almost 3 weeks ago. Despite a number of emails, Petlibro have failed to deliver, provide any indication on intentions and are not replying to emails. There is not UK telephone number or other method of contact. Extremely disappointed.
Exceptional customer service. Waiting time in between emails was very short, especially during business hours (I'm talking minutes). They were extremely helpful, caring and accommodating. Most companies fail to provide this level of customer service but this is where Petlibro shines and stands out amongst the competitors. 1000/10.
Reply from Petlibro2026-07-30
Hi Syed,
Thank you so much for your wonderful review and for the incredible 1000/10 rating. We are truly touched by your kind words regarding our customer service team. It is our goal to be as helpful and accommodating as possible, and we are delighted to hear that we were able to support you so quickly. Your feedback means the world to us and encourages our team to continue providing the best care for our customers and their pets.
If we can be of further assistance, please feel free to let us know, we spare no effort to serve you.
My polar pet feeder was not maintaining its temperature. It was still under warranty and Petlibro replaced it with an upgraded model as my original model was no longer in stock. I appreciated their prompt response. My feline has digestive issues requiring multiple small meals throughout the day. This device has been critical to maintaining her health.
Reply from Petlibro2026-07-30
Hi Robin,
Thank you so much for your five-star review. We are delighted to hear that our support team provided a prompt solution for you and your pet. Knowing that our products are making a positive difference in your daily routine is truly rewarding for us.
If we can be of further assistance, please feel free to let us know, we spare no effort to serve you.
They did not really respond to my email properly and also took awhile
They did not really respond to my email properly saying i could not find my receipt (luckily i found it).
Brush replacement email took 2 days for one of the replies so my fountain didnt have it for the replacement in time. But also they made me provide a receipt for something that I never recieved, so i cant call it a replacement
Reply from Petlibro2026-08-04
Hi Dillon,
Thank you for taking the time to share your feedback. We are truly sorry that our responses did not properly address the information you had already provided and that you had to wait longer than expected for assistance.
During this busy season, we have experienced a significant increase in customer inquiries, which has affected our response times. However, we understand that this does not lessen the frustration caused by the delay or by having to repeat information that was already included in your emails. We sincerely apologize for overlooking those details. We are actively training additional team members and improving our internal processes so that each inquiry can be reviewed more carefully and answered more efficiently.
We also appreciate your cooperation in locating and providing the receipt required for warranty verification. Proof of purchase is necessary for us to confirm warranty eligibility, but we sincerely apologize that our previous response did not explain this policy clearly. We have shipped the missing cleaning brush, and it is currently in transit. We are sorry that the unclear communication made the process more frustrating than it needed to be.
A dedicated member of our support team will follow up with you within 24 hours to review your experience and provide further assistance.
Thank you again for bringing this to our attention and giving us the opportunity to improve.
Sincerely,
Petlibro Customer Support
I rarely write reviews, but Alexa truly deserves one. My order was significantly delayed, and I was extremely disappointed at first. However, Alexa personally followed up on my case with patience, professionalism, kindness, and genuine care. She kept me updated throughout the process, helped resolve the issue, and restored my confidence in Petlibro’s customer service. Because of her dedication, I received my replacement fountain, and I have even cancelled my PayPal case. Thank you, Alexa, for going above and beyond. You turned a very frustrating experience into a positive one. My five little dogs and I are truly grateful. ❤️🐾
Reply from Petlibro2026-07-30
Hi Tze,
Thank you so much for taking the time to share your experience with us. We are absolutely delighted to hear about the support Alexa provided. It is wonderful to know that her dedication and care helped resolve the issues with your order and restored your confidence in our service.
We are very happy that your replacement fountain has arrived and that your five little dogs are enjoying it. Your kindness in sharing this feedback and in resolving the PayPal case means a lot to our team. Thank you for being such a valued part of the Petlibro family.
We really appreciate your patience and if you have any further questions, please don’t hesitate to contact us.
The feeder fault daily. I have 3 and need to separate my cats food. I like the rfid but rotor gets stuck daily. Lids don't close which defeats the point of the feeder.
Update 10.8.26: After c20 emails - received a response. Petlibro 'understand how frustrating this has been'. Provided with a refurbished model today that has missing parts. Not same model as currently have, so difficult to swap parts. As a reminder - it is meant to have a two year warranty, but broken after less than a year. Doesn't really feel like it is a 'straightforward warranty processed in a hassle free way!' Wish I never bought the product and could just have my money returned.
Update - Being completely ignored and now having to go through the chargeback process for defective product. Have contacted Trustpilot to request that the overall summary for this company is reviewed to ensure it is fair and balanced for future consumers.
Rfid one feeder keeps malfunctioning. Gives out way too much food to a cat who is on a weight management programme. Despite following tips to fix, answering all questions and sending a video, it has been 4 working days and I have still not had an update on if they will send me a replacement. It is less than one year old.
My polar wet food feeder happened to stop cooling after a couple years, so I contacted Petlibro, and they happily sent me a whole new device!! Excellent customer service. Thank you, Vincy & Petlibro.
Reply from Petlibro2026-07-30
Hi Chelsea,
Thank you for your message. I understand your concern about the issue you experienced with your polar wet food feeder.
We are delighted to hear that our team was able to resolve this for you and that you are happy with the replacement device. It is our goal to provide excellent service to all our customers. Your kind words for Vincy and our team are very much appreciated.
We really appreciate your patience and if you have any further questions, please don’t hesitate to contact us.
Cloud cancellation, no refund for non received service
Had Petlibro cloud/pro for a month, canceled it for the next one in the app, which seemed successful, no notice that I also had to cancel in Google Play. Then the month after I still get charged by Google for that membership. I contacted Petlibro, they sent me to Google to disputed it there. Disputed the payment with Google, they refered me back to Petlibro saying that they should revert the payment. Petlibro says they don't have the ability to this, but having an app in the company I work for, I know it is possible for Petlibro, but they refuse to cooperate. Very bad customer support.
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