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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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.
I ordered the Polar Smart Wet Food Feeder with Plastic bowl for my cat in order to have peace of mind leaving her for 2 nights. I was excited to receive this product and was happy my cat took right to it when we practiced a few days before my trip. After leaving it plugged in overnight, I went to unplug it and move it to a different location and noticed the adapter was VERY hot. I checked it for damage and even tested my outlet to ensure everything was okay. I contacted support, and they told me the product underwent extensive testing and that as long as the temperature was below 131 degrees Fahrenheit, it was safe to use. I had a handheld infarred thermometer at work so I borrowed it and decided to test it out. After leaving the feedr plugged in overnight, the thermometer was reading at 138-140 degrees Fareinheight. I immediately unplugged it and contacted support who agreed that I should not use the adapter.
I am in the process of returning the feeder as I do not feel safe leaving my pet or home with this product. Support forwarded my case to a manager who provided me with a link for return. As I completed the form, I noticed they are trying to charge me over $18 to return the defective item. I contacted support and have not heard back yet. I tried calling the support line and left a message. I don't think it's right that I have to pay over $18 to return an unsafe product that I would have happily kept if it was safe to use.
Bought 3 automatic feeders. One stopped working less than 2 months after purchase. Continue to ask for updates to claim after initial response communicated would be escalated. Since then nothing.
Reply from Petlibro2026-07-29
Dear Angela,
Thank you for sharing your feedback. We sincerely apologize that you had to wait longer than expected for an update after your case was escalated. We understand how frustrating this must have been, especially when one of your feeders stopped working less than two months after purchase.
During this particularly busy period, our response times were slower than usual. We are actively training additional team members and improving our support processes so that customers can receive faster and more consistent assistance.
We’re glad that our support team was able to continue working with you and that, after updating the feeder to the latest firmware version, you confirmed it was working properly again. We truly appreciate your patience, understanding, and willingness to work through the issue with us. We are especially grateful that, after the issue was resolved, you took the time to share satisfactory feedback on our website. Your kind words truly encouraged our team, and we are delighted that we could help restore your feeder so your pet could continue enjoying reliable mealtimes.
Thank you for giving us the opportunity to resolve the issue through open and friendly communication. We’re very pleased that your feeder is now working again.
Sincerely,
Petlibro Customer Support
Faulty Product and a Month of Chasing Customer Service
My experience with Petlibro began on 31 May when I received a faulty feeder that malfunctioned on its very first day of use. The hatch only opened halfway during a scheduled feed, meaning my cat missed an entire day’s meals. Although the fault was intermittent and couldn’t be replicated on demand, I reported it immediately and stopped using the product because I no longer had any confidence in its reliability.
What should have been a straightforward warranty claim turned into over a month of chasing customer service.
Petlibro’s website states that it provides a “straightforward warranty that is processed in a hassle-free way.” Unfortunately, my experience was the complete opposite.
Despite Petlibro stating a response time of around three working days, I regularly waited five to six days for replies. Every update required me to chase them, and I repeatedly had to provide information I had already supplied. The responses felt generic and often failed to address the points I had actually raised.
Instead of resolving a quality-related warranty claim, I was initially offered a partial refund or told to pay to return the faulty product myself. I formally requested that my case be escalated to management because of the delays, poor communication and unsuitable resolutions. That request was never acknowledged or actioned.
After Royal Mail confirmed my return had been delivered to their warehouse on 22 June, I supplied proof of delivery and every piece of information requested. Despite this, I still had to send multiple follow-up emails before my refund was finally processed.
Even then, Petlibro failed to address my request for reimbursement of the £9.05 return postage. Instead, they quoted their policy stating that “for non-quality related warranty claims, the buyer is responsible for shipping costs.” My case was never a non-quality return—it was reported as a faulty product from the first day of use—so this response was entirely irrelevant and suggested my case had not been properly reviewed.
For a company whose products are now stocked by major retailers such as John Lewis, the standard of customer service is remarkably poor. A faulty product should not require over a month of chasing, repeated explanations and a formal complaint before a refund is processed. This was neither “straightforward” nor “hassle-free,” despite those being the commitments made in Petlibro’s own warranty policy.
The product may be appealing, but if anything goes wrong, don’t expect efficient or customer-focused after-sales support. Based on my experience, I cannot recommend buying directly from Petlibro.
I have reached out multiple times to customer service via email and not once did I get a responses. I have had the pet Libro 2 cat fountain for almost 4 months now and the stainless steel tray is already beginning to rust. I have another brand cat fountain and it is all stainless steel and i have had it over 2 years and not a single speck of rust on it. Both fountains get cleaned weekly at the same time. I had my wife call the customer service line only for them to tell me to try using baking soda to remove the rust and nothing about a defective product or try to even offer a replacement tray. Also if you don’t scrub a fountain top to bottom i assure you they are not clean. The moment you scrub the inside plastic of the let libro fountain you have now created streaks and cuts for bacteria to grow. Should have stuck with my original brand that has never let me down. Overpriced garbage all for an app, what a joke
She walked me through every step. We got it figured out. Terrific customer service!
Reply from Petlibro2026-07-01
Hi Debbie,
Thank you so much for your kind words. We are thrilled to hear that you had such a positive experience with our customer service.
If we can be of further assistance, please feel free to let us know, we spare no effort to serve you.
Hi Aneela,
We are delighted to hear that Alexandra provided great assistance. It is wonderful to know you had a positive experience. Thank you for your kind words and for the five star rating.
If we can be of further assistance, please feel free to let us know, we spare no effort to serve you.
It's my 2nd product of Petlibro. I had a fountain for my cats and today I got my very first wet food feeder, "Polar". The device itself is great and seems to be robust but 1 star less for the app. I recognized it's week side very quickly as I simply need these features:
- to be able to reopen a chosen section any time, manually, apart from the schedule,
- to be able to run more than 1 schedule simultaneously
Please let me know whether there's planned any update, it's only up to the software, come on... If it's on the way, when could we expect to have it live?
Thank you
Very helpful and efficient customer support from Alexa!
Reply from Petlibro2026-06-29
Hi there,
Thank you so much for sharing your positive experience! We are delighted to hear that Alexa provided you with helpful and efficient support. Your kind words are greatly appreciated and will definitely be shared with her. 😊
If we can be of further assistance, please feel free to let us know, we spare no effort to serve you.
The customer service team was very helpful in trouble shooting and resolving my feeder issues. I love this product because it gives me the ability to have more that one cat as my oldest cat can only eat vet prescribed food while my other cats have sore bought food.
The team was very helpful with solving my issue! Gave me plenty of well worded instructions and led me to fixing my cats feeder.
Reply from Petlibro2026-06-26
Hi Cassi,
Thank you so much for your kind words and the five star rating. We are delighted to hear that our team could assist you in resolving the issue with your cat’s feeder. It is wonderful to know that the instructions provided were helpful and that everything is working well now.
We really appreciate your patience and if you have any further questions, please don’t hesitate to contact us.
Great products and customer service
Are very helpful .
I have 2 bsh cat which I have had from small kittens ,both of them have been brought up using petlibro products ie
Polar Wet feeders, granry feeders,dockstreams 1 and 2 ,A1 scout cameras To keep an eye on my 2 mad cats
And now I have bought the luma litter box .
I have tried a few automatic cat litter boxes , i have found the luma an incredible intelligent unit. , so easy keep clean and use and the heavy duty clean is no effort at all. And also I like the idea of mixing tofu and clay clumping litter to get even better results. And also I must say I have some had issues with some of the products Petlibro customer service have been so easy to deal with they guided me with my issues and if could not resolve the issues without any hassle they replaced the item .
100% would recommend Petlibro.
Last of all Jestoni is an amazing person at customer service such a caring and helpful person to deal with.
.
Reply from Petlibro2026-06-25
Hi there,
Thank you so much for your kind words and for being such a loyal member of the Petlibro family. We are absolutely delighted to hear that your cats have grown up using our feeders, fountains, and cameras, and that the Luma litter box has been such a great addition to your home. It is also wonderful to know that Jestoni and our team could assist you effectively. Your support and recommendation 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.
I bought their wet food feeder as recommended by one of my friends. After 13 months there's a malfunctioning part, which is not uncommon for a high usage small device. I am able to obtain timely response from CS and replacement under the 2-year warranty policy within 1 hour after submitting my request. I haven't got the replacement feeder yet but writing this review impressed by the speed and efficiency of this company.
Reply from Petlibro2026-06-25
Hi Beryl,
Thank you for your message. I understand your concern about the malfunctioning part.
We are delighted to hear that our support team provided a swift resolution and that you had a positive experience with the warranty process. It is wonderful to know that you are satisfied with the efficiency of our service.
If we can be of further assistance, please feel free to let us know, we spare no effort to serve you.
I liked this product until it malfunctioned. The Polar Wet Food Feeder (PLAF109) worked well at first, but a plastic component inside the rotating tray melted from internal heat during normal use — it was too hot to touch when I took the tray out. I reported it to support with photos right away. Weeks later, they still haven't issued a refund or replacement, and keep asking me to measure the internal temperature with a thermometer instead of just addressing the defect. Disappointing, especially since this seems like a real fire hazard. Customer Service is non-existent.
Reply from Petlibro2026-07-14
Dear Customer,
Thank you for taking the time to share your feedback.
We understand your concerns and would like to provide some clarification based on our investigation.
The POLAR Wet Food Feeder has undergone rigorous safety and reliability testing. Under normal operating conditions and within the recommended ambient temperature range, the product is not capable of generating temperatures that would melt its plastic components.
Based on the photos you shared with our support team, only the plastic insert in the center of the stainless steel food tray shows signs of melting, while the corresponding area on the feeder base that comes into direct contact with the tray remains completely intact. Based on these observations, the damage is not consistent with heat generated by the feeder itself. Rather, it appears consistent with external heat exposure to the stainless steel tray assembly, such as cleaning the tray in a dishwasher or another high-temperature environment.
We also understand your concerns regarding product safety. Please rest assured that we have not received any confirmed reports of this product causing a fire or presenting a fire hazard due to melting during normal use.
Our records also show that our customer support team has been in contact with you and has already responded to your case with a proposed resolution. If you have any additional questions or need further assistance, we encourage you to continue communicating with us through your existing support ticket. We remain committed to working with you to resolve this matter.
Thank you for giving us the opportunity to clarify the situation.
Sincerely,
PETLIBRO Customer Support
I had an issue where one of my automatic wet food feeder units kept on rotating and would not go back to normal operation. I reached out to their support team and within 10 minutes of sending a video of the issue they submitted an order for me to get a free replacement. Super great service and although I wish the unit didn’t malfunction, the automatic wet food feeders have been a game changer for me and my cat’s health and routine.
One of my cats has a medical condition where she needs her medicine every 12 hours. Having the ability to mix her medication in within the wet food and have the feeder scheduled for breakfast and dinner has given me the freedom to not worry if I’m not home in time or have to get up early to feed her. Highly recommend the product!
Reply from Petlibro2026-06-23
Hi there,
Thank you for your message. I understand your concern about the mechanical issue described in your review.
We are so pleased to hear that our team was able to provide a swift resolution and that you are enjoying the benefits of your automatic feeder. It is truly heartening to know that our products are helping to make your daily life easier and providing you with the reliability you need. We understand how important consistency is, and we are glad we could help support that.
We truly appreciate your kind words and your recommendation. It encourages us to continue providing the best possible service to our customers and their pets. Thank you for being such a valued part of our community.
If we can be of further assistance, please feel free to let us know, we spare no effort to serve you.
I bought the Petlibro Air Smart Feeder 1,5 weeks ago. Unfortunately, the batteries drain within 4 days of use after a full 8 hour charge! On the box they promise 30 days use without charge! I have to constantly plug in the device which is very inconvenient. Disappointing.
Hi Griselle,
Thank you for your message.
It is wonderful to know that you are satisfied with the efficiency and quality of the support you received. We always strive to provide the best service possible, and your kind words 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.
This complaint is about customer service, not the product itself necessarily. Sent a message to customer service regarding a malfunctioning product and received a very quick response asking for more information. Once I replied, it took over a week for CS to get back to me requesting more information. I immediately sent more information and again it took over a week for them to come up with a resolution. I considered the resolution for a couple of days, accepted it and it’s now been AGAIN over a week and I still haven’t heard anything. Am I being unreasonable thinking that an issue should be resolved in less than a month?
I currently use 3 different Petlibro products for my new kitty Oliver. The Luma, RFID smart feeder, and the dockstream 2. I work in veterinary medicine as a veterinary technician. Oliver was surrendered to me after he came in to my hospital for a urinary obstruction. Since getting out of the hospital he has been battling several UTIs. The trio of Petlibro products I have for him help me know that he is still urinating normally giving me peace of mind when I cannot be home with him. The dockstream has been great to track his drinking which is also very important to his continued health. The fountain is quiet and has a motion sensor in it so I can keep his fountain in his favorite spot on my bedside table. The RDIF feeder has been a game changer. I have dogs as well who would prevent me from having any other automatic feeder. This feeder allows only Oliver to eat. My trio of Petlibro products has helped make Oliver’s transition to my home as smooth as I could ask for. As someone who works with animals pet parents are always asking us for recommendations and Petlibro will be at the top of my list for other cat owners. I also had a great experience dealing with their customer service and Christian who was easy to communicate with and so helpful.
Reply from Petlibro2026-06-23
Hi Meghan,
Thank you so much for sharing such a heartwarming review about Oliver. We are thrilled to hear that the Luma, RFID smart feeder, and Dockstream 2 are helping you monitor his health and providing you with peace of mind. It is wonderful to know that Oliver is settling into his new home so well after his health challenges.
We truly appreciate your recommendation, especially coming from someone in the veterinary field. It is also great to hear that Christian was able to provide you with excellent support. We are honored to be part of Oliver’s journey to health and happiness.
If we can be of further assistance, please feel free to let us know, we spare no effort to serve you.
Hi Imran,
Thank you for the high rating. We are delighted that you are happy with our products and service.
If we can be of further assistance, please feel free to let us know, we spare no effort to serve you.
After weeks of waiting for my order, I asked for a refund, the refund finely came today and is $8 less than I had paid. I would not order from NZ at all and after reading other reviews I wouldnt order based on thier customer service in general and from my experience.
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