PetlibroReviews of petlibro.com

Response from Petlibro· Jan 28, 2025

Dear valued customer, Thank you for your feedback. I understand your concern about the issues you’ve faced with the product. I’m truly sorry that your water fountain stopped working. We strive to provide quality products and reliable customer service. We offer a 24-month warranty for the product that was purchased from our authorized sellers. If you would like to discuss your situation further or have any additional questions, please feel free to reach out to Petlibro directly. Your feedback is important to us, and we appreciate you bringing these issues to our attention and hope to bring you satisfaction. If you encounter any further problems with your products we are always here to help you.

Response from Petlibro· Jan 20, 2025

Hi Samantha, We are glad to receive your evaluation! We will continue to work hard to make Petlibro's product functions more perfect. Have a great day always!

Response from Petlibro· Jan 7, 2025

Hi Ella, We’re very sorry to hear that you’re experiencing issues with the camera on your Smart Camera Feeder. We understand how frustrating this can be, and we sincerely apologize for any inconvenience caused. To provide you with the best support, please send us a copy of the order receipt/invoice for your feeder and the email address you used to log in to the app. Meanwhile, could you please follow the troubleshooting steps below? 1. Power Supply Check: Do not install the batteries, unplug the feeder, and plug it back in after 30 seconds. 2. Factory Reset the Feeder: Unplug the feeder and plug it back in. Perform a factory reset by holding the reset button until you hear "Reset Successfully," and after about 30 seconds, the feeder will finish loading and prompt "Ready for Wi-Fi Connection." 3. Reset the Router and Positioning: Reset your router and ensure it is in the same room as the feeder, keeping them close to each other within a radius of 15 feet. 4. Re-add the Feeder to the App: Check if the issue persists after reconnecting. 5. Double Check the Network Permission: Confirm if you have turned on the permission for the app to use WLAN & Cellular Data. We have attached a picture for your reference. 6. Restart Your Phone: Some customers resolve this issue by restarting their phones. If none of these solutions work, please send us a screen recording showing the camera setting and the live streaming page in the app. You can upload the video to WeTransfer (https://wetransfer.com/) and share the link with us.  Thank you for your patience and cooperation. We will do our best to resolve this issue promptly.

Response from Petlibro· Jan 7, 2025

Hello Johannes, Thank you for sharing your detailed feedback about the Glacier Cat Fountain. I’m glad to hear that you appreciate its design and that it has been working well for your cats initially. However, I understand the concerns you’ve raised, and I appreciate the time you’ve taken to share them with us. Regarding the challenges with installation, I apologize for any inconvenience caused. We’re continuously working to improve our instructional materials, and I’ll share your feedback with our team to ensure setup becomes more intuitive and user-friendly in the future. As for the cleaning requirements and the filter performance, I understand how frustrating it must be to deal with clogs and unexpected filter replacements. Regular cleaning is indeed essential for optimal performance, but the early clogging and inaccurate filter indicator you’ve experienced shouldn’t be happening. I will report this issue to our product team for further investigation. Your point about filter disposal is very important. The lack of clear disposal instructions is something we’ll work to address, as sustainability is a priority for us. I recommend checking with your local recycling or waste management guidelines for handling plastic components and chemical filters, but I’ll also escalate this concern internally to provide better guidance in the future. We value your feedback greatly—it helps us improve our products and services. If there’s anything further I can assist you with or if you’d like to discuss these issues in more detail, please don’t hesitate to reach out. Thank you again for choosing our product, and we’ll strive to do better. Best regards, Fortunato Customer Support Team

Response from Petlibro· Jan 7, 2025

Dear valued customer,  Thank you for your feedback. I understand your concern about the issues you’ve faced with the products and the frustrations with Amazon. I’m truly sorry that our product did not meet your expectations. We strive to provide quality products and reliable customer service. If you would like to discuss your situation further or have any additional questions, please feel free to reach out to Petlibro directly. Your feedback is important to us, and we appreciate you bringing these issues to our attention and hope to bring you satisfaction. If you encounter any further problems with your products we are always here to help you.

Response from Petlibro· Dec 31, 2024

Dear valued customer, Thank you for your feedback. I understand your frustrations with our customer service. I’m truly sorry that your experience with our support team did not meet your expectations. We strive to provide quality products and reliable customer service, and it’s disheartening to learn that we fell short in your case. We understand your frustration regarding the lack of a phone number for customer service. Currently, we regret to inform you that we do not have a customer service phone number. However, we are actively working towards establishing a call center to enhance the overall customer experience. We apologize for the inconvenience caused. Rest assured, we are here to assist you via email and will do our best to address your concerns promptly. Regarding the 30-day return process, we completely understand your concerns. However, we would like to clarify that for non-quality related warranty claims, the buyer is responsible for shipping costs. Petlibro refunds the cost of the product itself according to our policy. If you would like to further discuss your situation or have any additional questions, please feel free to reach out. Your feedback is important to us, and we appreciate you bringing these issues to our attention and hope to bring you satisfaction. If you have any other concerns or questions, we are always here to help you.

Response from Petlibro· Dec 27, 2024

Sehr geehrter Kunde, Vielen Dank für Ihr Feedback. Ich verstehe Ihre Besorgnis über die Probleme, die Sie mit den Produkten hatten, und die Frustration über unseren Kundenservice. Es tut mir wirklich leid, dass Ihre Erfahrung mit unserem Support-Team nicht Ihren Erwartungen entsprach. Wir sind bestrebt, qualitativ hochwertige Produkte und einen zuverlässigen Kundenservice bereitzustellen, und es ist entmutigend zu erfahren, dass wir in Ihrem Fall versagt haben. Wenn Sie Ihre Situation weiter besprechen möchten oder weitere Fragen haben, können Sie sich gerne an uns wenden. Ihr Feedback ist uns wichtig und wir freuen uns, dass Sie uns auf diese Probleme aufmerksam gemacht haben, und hoffen, Sie zufriedenzustellen. Wenn Sie weitere Probleme mit Ihren Produkten haben, sind wir immer für Sie da.

Response from Petlibro· Dec 20, 2024

Dear valued customer,  Thank you for your feedback. I understand your concern about the issues you’ve faced with the products and the frustrations with our customer service. I’m truly sorry that your experience with our support team did not meet your expectations. We strive to provide quality products and reliable customer service, and it’s disheartening to learn that we fell short in your case. If you would like to further discuss your situation or have any additional questions, please feel free to reach out. Your feedback is important to us, and we appreciate you bringing these issues to our attention and hope to bring you satisfaction. If you encounter any further problems with your products we are always here to help you.