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 Five Star Index, with an average rating of 3.4 out of 5.
Also known as
petlibro.com
Website
petlibro.com
Category
Appliances & Electronics
Location
Santa Clara, California
Listed on Five Star Index
2026
About these reviews
Replies
The company replied to 50% of reviews.
Latest
Most recent review: October 2026.
Edits
Reviews are shown as their authors wrote them. The company can reply, but cannot edit them.
Score
This company cannot pay to remove reviews or change its score.
Absolutely top notch customer service! I received responses immediately after any message I sent to the company. And they were able to quickly help me resolve the issue I was having. Their customer service alone will keep me using their products.
Response from PetlibroSep 11, 2026
Hi there,
We are truly grateful for your wonderful five-star review. It means so much to know that your experience has strengthened your trust in Petlibro. We appreciate your continued support and look forward to serving you again.
We really appreciate your patience and if you have any further questions, please don’t hesitate to contact us.
GH
ghostmonster
Warranty Issue With No One To Help
Final update: I am changing my rating to 5 starts because the company made good on their warranty and my new Polar feeder was delivered today. I don’t know if this one will last longer than my last, as it seems like the cooling function is prone to breaking on these. The new feeder will be under the same warranty window as my last, which means I’ll have less than a year left under warranty (from the date the first one was purchased). If this one breaks, I’ll switch to a different brand of refrigerated feeder. In any case, I have received my warranty replacement and want to give PetLibro credit where it’s due. Thank you!
Updating with my ticket number, based on Petlibro response, below. I have now heard from an agent that I have satisfied the requirements to prove my item is eligible for replacement under warranty. I will update this review if I receive a replacement of the defective item. Ticket# 675474 (this is a new ticket I opened due to no follow-up on earlier ticket).
I have been mostly happy with my multiple Petlibro products for the past year. Within the past week or so, my Polar feeder stopped working. It no longer cools the food, meaning wet food quickly starts to rot. The fan is working but the plate stays room temperature with zero cooling. I followed all the troubleshooting tips, uninstalled and reinstalled the app, etc. Now I see this is a common issue with the Polar feeder and requires replacement with a new unit. Since I am under warranty for my feeder purchased directly from Petlibro, I have reached out to start a ticket and try to get in touch with an agent to assist. I’ve tried starting a ticket through the Petlibro site, chatting with an agent, and calling to speak to someone. No one has responded to any of these attempts. The chat is all AI-run and I am left with the assurance a human will be in touch with next steps. This hasn’t happened. The phone is just an automated menu, followed by a message about no agents available, leave your information and someone will be in touch. You guessed it—still no follow-up. I wish I had known of the lack of customer service (not even being able to speak with a human) and this company’s practice of ignoring customers’ issues. A warranty is worth nothing if you can’t even speak to someone to address it. I would love to have my mind changed about this company, and go back to being a satisfied customer. Right now it’s looking like the products I purchased to make our lives easier are having the opposite effect.
Response from PetlibroSep 11, 2026
Dear customer,
Thank you for updating your review and for giving us the opportunity to assist you.
We sincerely apologize for the delay in responding to your earlier requests. We have recently been experiencing a significantly higher volume of customer inquiries than usual, which unfortunately resulted in longer response times.
We also understand your concern about not receiving a timely callback. We have provided additional training and reminders to our phone support team to ensure that callback requests are followed up on more promptly.
Please rest assured that your feeder is covered by our 24-month warranty, and we’re glad that our customer service team has now been able to connect with you and resolve your warranty case.
We truly appreciate your patience, cooperation, and continued support of Petlibro.
Sincerely,
Petlibro Customer Service Team
YU
Yuki
Anfangs schwierig, aber am Ende top Kundenservice
Ich warte weiterhin auf Antwort. Ich habe am 24.08 geschrieben und heute am 10.09 immer noch keine Antwort erhalten. Der Kundenservice war am Anfang noch bemüht, bis es darum ging, dem Defekt auf die Spur zu gehen. Jetzt keine Antwort mehr.
Update:
Der Kundenservice hat sich mittlerweile gemeldet und das Problem äußerst kulant und nett gelöst. Auch wenn der Start holprig war, bin ich mit der jetzigen Lösung zufrieden und hoffe, dass ich vorher nur ein Montagsmodell erhalten habe.
Response from PetlibroSep 11, 2026
Hallo Yuki,
vielen Dank, dass Sie Ihre Erfahrung mit uns geteilt haben. Es tut uns sehr leid, dass Sie so lange auf eine Rückmeldung warten mussten, obwohl Sie die angeforderten Informationen und Videos bereits eingereicht hatten.
Aufgrund eines derzeit sehr hohen Anfrageaufkommens waren unsere Antwortzeiten leider länger als üblich. Wir erweitern und schulen unser Serviceteam derzeit aktiv und verbessern gleichzeitig unsere internen Abläufe, damit technische Fälle und Garantieanfragen künftig schneller und zuverlässiger bearbeitet werden können.
Unser Kundenservice hat Ihren Fall am 10. September erneut aufgegriffen und wird die Bearbeitung nun priorisiert fortsetzen.
Bitte seien Sie versichert, dass Ihre Bestellung innerhalb der 24-monatigen Garantie liegt. Wir werden Ihren Fall weiterhin prüfen und die entsprechende Garantieleistung bereitstellen.
Wir verstehen auch, wie enttäuschend es ist, wenn ein Trinkbrunnen wiederholt unzuverlässig funktioniert, obwohl Sie ihn ordnungsgemäß reinigen, warten und ausreichend Wasser eingefüllt haben.
Ein zuständiger Mitarbeiter wird Ihren Fall weiterverfolgen und sich erneut mit Ihnen in Verbindung setzen, damit wir gemeinsam zu einer passenden Lösung kommen.
Vielen Dank für Ihre Geduld und dafür, dass Sie uns die Möglichkeit geben, Ihren Fall sorgfältig zu klären.
Mit freundlichen Grüßen
Petlibro Kundenservice
MB
Michele B.
Great customer service
Great customer service. Quick response and answered all of my questions.
Response from PetlibroSep 9, 2026
Hi there,
Thank you for your message. We are delighted to hear that you received quick and helpful customer service. We truly appreciate you sharing your positive experience with us.
We really appreciate your patience and if you have any further questions, please don’t hesitate to contact us.
GM
Gabriellia M.
Loyal Furrever Customer!
I have 4 Petlibro RFID feeders and a dockstream. I had some issues with my feeders and customer service was so quick, understanding, and patient with me. This experience has turned me into a loyal furrever customer!
Response from PetlibroSep 7, 2026
Hi Gabriellia,
We are absolutely thrilled to hear about your positive experience with our products and our support team. It is wonderful to know that you are happy with your RFID feeders and Dockstream.
Our team strives to provide quick and patient assistance to all our customers, and your kind words truly motivate us. We are honored to have you as a loyal member of the Petlibro family.
If we can be of further assistance, please feel free to let us know, we spare no effort to serve you.
PB
Patrick B.
Firmware Update - Unresponsive Device - Customer Service
Honestly, the start of the process for my issue was really rough, especially with the lack of responses. HOWEVER Alexandra got on the phone with me, walked me through everything they already had, confirmed the information that they needed from me, and got a replacement part sent out to me within the same week.
I couldnt be happier with how this turned out as now my cats are no longer yelling at me about their feeding schedules xD
Response from PetlibroSep 6, 2026
Hi Patrick,
Thank you for your message. I understand your concern about the initial delay you experienced with our response times.
We are so pleased to hear that our team was able to turn things around and resolve the issue with your device. It is wonderful to know that your cats are back to their regular feeding schedules. We truly appreciate your patience and the time you took to share your positive outcome with us.
If we can be of further assistance, please feel free to let us know, we spare no effort to serve you.
FP
Finn P.
Prompt warranty replacements
I had an issue with my feeder (device spinning continuously). I called and spoke with a support person right away. They attempted a remote repair (firmware update). The issue was not resolved so they sent a warranty replacement. The issue happened on the Friday before a 3 day weekend, so I was a bit worried I wouldn’t have the warranty replacement issued until Tuesday, but the new device was sent on Sunday!
This is unfortunately the second warranty replacement I’ve had to have. Both times the issue has been handled promptly, which I really appreciate. Fingers crossed this new device lasts the full two years!
Response from PetlibroSep 6, 2026
Hi Finn,
Thank you for your message. I understand your concern about the feeder issue you encountered.
We are glad to hear that our support team was able to assist you promptly and ensure your warranty replacement was sent out quickly over the weekend. We truly appreciate you taking the time to share your feedback and positive experience with our service.
If we can be of further assistance, please feel free to let us know, we spare no effort to serve you.
RS
Richard S.
Such a great experience getting…customer supprt
Such a great experience getting assistance with my automatic litter box. Would recommend the product to anyone as well
Response from PetlibroSep 3, 2026
Hi Richard,
Thank you so much for sharing your wonderful experience with our support team and your automatic litter box. We are thrilled to hear that you are satisfied with the product and would recommend it to others. Your kind words truly 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.
