PetlibroReviews of petlibro.com

I would give customer service 0 stars. My RFID water stopped working and to get any service from Petlibro is non existing. Would not buy again. My cats did enjoy this fountain. also purchased the Dockstream Smart Fountain fountain stopped working, this was purchased in June. Had to eventually purchase my own fountain to repair.

Final update: issues finally resolved and happy to say that this matter not entirely Petlibros fault - it was caused initially by Royal Mail ‘losing’ the parcel and claiming it had been delivered and causing chaos. Petlibro have assured me that they have learned from the customer service experience and refunded my payment to my satisfaction. Would be happy now to again purchase from them in future. ****************************************** Update 2: Since last contact from Petlibro and an assurance they would get my issue sorted, nothing has happened. I’ve supplied them with proof the parcel was ‘mislaid’ en route, and requested a refund twice but not heard anything at all. Now in the hands of my credit card company. Not a great experience. Update: Have been contacted by Petlibro now and are in conversation to arrive at a solution. I have updated the star rating to reflect the fact the non-delivery of the item was not their fault. The issue with non-delivery has been confirmed as an issue beyond Petlibro's control and is an internal issue at Royal Mail. Hoping this is a one off Royal Mail SNAFU. Petlibro: you really need to sort your customer service out as it does reflect negatively on your business. Must do better :-) *********************************************** Customer service really awful. Trying to sort a 'supposed' delivery by RM in the UK but had an auto email reply saying it would be upto 5 days for a reply. Have now been waiting since the 10th of Sept for the unit (or at least that's when RM said they'd delivered it but provided no image or POD signature. Not good enough. Have initiated a refund under 14 day distance selling regs - I await with baited breath.......

J'ai passé une commande pour un pack (fontaine + distributeur) pour mon chat. Les produits sont arrivés le 06/09 chez moi. J'ai monté les deux systèmes et j'ai rencontré des problématiques dès le départ. Concernant le distributeur : les croquettes restaient coincées alors qu'elles ont un taille standard (j'ai changé deux fois de croquettes), la quantité déposée dans le bol variée d'une distribution à l'autre, les croquettes sortaient puis se bloquaient une autre fois. J'ai le logo rouge attention qui est donc constamment allumé. Concernant la fontaine : elle fonctionne mais n'affiche pas la consommation en eau de mon chat et le niveau d'eau faible de la fontaine alors que j'ai acheté cette fontaine pour cette option. Le service client a finalement procédé à un remboursement total des produits.

Very disappointed with the Petlibro customer services ! I explained my issue but each time got A1 generated replies with the following emails until nothing !! All emails stopped. So returned to Amazon for my money back .. should have read these reviews first !!

good service, quality product

I was liking the dockstream fountain but haven't had it for long before it started making a noise and stopped working. I will clean it and it will work again but then do the same thing. I can tell the motor is going out. I emailed Petlibro for a replacement part and sent them a screenshot of my order and the order id #. They said the order ID was invalid.... Ummm i'm taking a screenshot of my order straight off of my account on your website. How can it be wrong? This isn't the first time i've dealt with their difficult customer service. They will ask you to jump through so many hoops if you want to return an item or get a replacement and they will take their sweet time responding.

Started out well. Except now from afar in another country our unit shutdown and quit working and stopped allowing us to program a daily feeding schedule. Now it only allows one daily scheduled feeding time instead of the multiple feeding times it did allow after initial setup. We had the unit maybe 1 yr and all went well. Now it is attempting to force us to pay to have multiple feeding times in one day which was originally no problem and part of the basic non-subscription features! I appreciate your response. Issue is the app will now only allow one feeding per day, which I feed my cat more than once aday! My account is under my wifes email, she even deleted the app and account and created a new one but the same problem exists, which means your IT changed the App feature! The problem is you change the app features! Why? Appreciate the response. Funny thing is after posting this review, 2 days later it started working correctly again! My wifes support ticket ( through your website you reference) was never responded to from you. Looks like best support is post a negative review.

I bought a Petlibro dispenser (order 2420002611, model PLAF103), and it turned out to be defective. I set it to dispense 10g three times a day, but when I measured with a scale, it gave 17–23g each time. As a result, my cat has been gaining weight because of this malfunction. I contacted Petlibro support asking for a replacement or refund. At first, they only pointed me to their 30-day return policy, even though this is clearly a product fault and not a simple return request. After insisting, they asked me to provide video proof, which I did immediately. Since then, I’ve had no meaningful response—just empty promises that the issue was escalated. It’s now been days without any update or solution. This is unacceptable. A pet feeder that overfeeds by more than double the programmed amount is dangerous for pets, and the lack of support from Petlibro makes it even worse. I cannot recommend their products or their customer service. Update: I will be receiving a replacement, which I appreciate. However, customer service told me the issue was caused by the silicone brush and rotor deforming from use—and that this type of damage is not covered under warranty. The strange part is: I had only been using the device for about a year when it already deformed. For a product at this price point, I would expect higher durability and better warranty coverage. For now, I’m giving three stars. If the replacement proves to be more durable and doesn’t develop the same deformation problem, I’ll consider updating my review to four stars.