PetlibroReviews of petlibro.com

Response from Petlibro· Sep 15, 2026

Hi Megan, Thank you for your message. I understand your concern about the initial delay you experienced with your replacement feeder shipment. We are so pleased to hear that our team was able to provide you with such a positive and personal support experience. It is our priority to ensure that every customer feels heard and valued throughout the process. We are delighted to know that you are satisfied with the resolution and your Petlibro products. We really appreciate your patience and if you have any further questions, please don’t hesitate to contact us.

Response from Petlibro· Sep 16, 2026

Liebe Sanny, vielen Dank, dass Sie Ihre Bewertung aktualisiert und uns die Ticketnummer mitgeteilt haben. Dadurch konnten wir Ihren bisherigen Fallverlauf eindeutig zuordnen. Wir sehen, dass das Problem mit dem dauerhaft rotierenden Futternapf bereits geprüft wurde, Sie die angeforderten Schritte durchgeführt und auch ein Video zur Bestätigung des Fehlers eingereicht haben. Danach wurde bereits festgehalten, dass mit einem Austausch des Geräts fortgefahren werden soll. Es tut uns leid, dass Sie anschließend so lange auf die weitere Bearbeitung warten mussten. Aufgrund eines deutlich erhöhten Anfrageaufkommens waren unsere Antwortzeiten leider länger als üblich. Bitte seien Sie versichert, dass wir derzeit zusätzliche Teammitglieder schulen und unsere internen Abläufe verbessern, damit solche Garantie- und Austauschfälle schneller bearbeitet werden können. Ihr Auftrag befindet sich weiterhin innerhalb unserer 24-monatigen Garantiezeit. Wir werden Ihren Fall weiterverfolgen und die vereinbarte Lösung nicht unbeachtet lassen. Ein Mitglied unseres Kundenservice-Teams wird sich innerhalb von 24 Stunden erneut bei Ihnen melden, um den Austausch weiter zu bearbeiten und die nächsten Schritte zu bestätigen. Vielen Dank für Ihre Geduld und dafür, dass Sie uns die Ticketnummer zur Verfügung gestellt haben. Mit freundlichen Grüßen Petlibro Kundenservice

Response from Petlibro· Sep 15, 2026

Bonjour Joël, Merci de nous avoir fait part de votre avis positif. Nous sommes ravis que votre expérience avec la fontaine Dockstream 2 et le distributeur de croquettes se passe bien. Il est très important pour nous que notre service support soit à la hauteur de vos attentes. Votre confiance et votre recommandation nous font grand plaisir. Nous apprécions vraiment votre patience et si vous avez d’autres questions, n’hésitez pas à nous contacter.

Response from Petlibro· Sep 15, 2026

Hi Kerry, Thank you for your message. I understand your concern about the recent system outage. It is wonderful to know that our efforts to keep everyone informed were helpful to you. We truly value your feedback and your support. We really appreciate your patience and if you have any further questions, please don’t hesitate to contact us.

Response from Petlibro· Sep 16, 2026

Dear Kelly, Thank you for taking the time to share your experience. We are very sorry that two products from the same bundle have caused problems and that the follow-up on both cases has taken much longer than expected. Regarding the RFID feeder, we understand that it arrived damaged and unusable from the moment it was unboxed. You promptly provided the requested photos, video, order information, shipping address, and product details, and we sincerely appreciate the time you took to provide everything needed for the review. We also understand your frustration with being told that the replacement request had been escalated without then receiving a clear confirmation or dispatch timeframe. The case required additional internal review because the correct replacement configuration for your region had to be confirmed, but we recognize that this should not have left you waiting without a meaningful update. We’re also sorry to hear about the issue with the Dockstream RFID Smart Fountain, especially while you were already waiting for the feeder case to be resolved. We understand how frustrating it is to deal with multiple product concerns at the same time. During this busy period, we have experienced a significant increase in customer inquiries, which has caused delays in some escalated cases. We are actively expanding our support team, training additional agents, and improving our internal follow-up process so that urgent warranty and replacement cases are handled more consistently and with clearer timelines. Please be assured that your products are covered by Petlibro’s 24-month warranty. We will take responsibility for the applicable warranty support and continue following both cases until an appropriate resolution is provided. Your cases have been prioritized for follow-up, and a member of our support team will contact you within 24 hours to review both the damaged feeder and the fountain issue and provide the next steps. We sincerely apologize for the repeated delays and for the stress this has caused, especially with your kittens already arriving. Thank you for giving us the opportunity to continue working toward a proper resolution. Sincerely, Petlibro Customer Support

Response from Petlibro· Sep 16, 2026

Dear Vanessa, We sincerely apologize for the frustration you experienced with both your Polar feeder and the support you received while trying to resolve the issue. We understand how concerning it is when a feeder does not open reliably, especially when you depend on it to feed your pets while you are away. We understand that you had already completed the recommended troubleshooting and that the issue remained unresolved. We’re sorry that the follow-up did not move forward as promptly as it should have. During this busy period, we experienced a significant increase in customer inquiries, which resulted in longer response times than usual. We are actively training additional team members and improving our internal escalation and follow-up processes so that customers receive clearer, more timely, and more solution-oriented assistance. We’re glad that our customer service team has now been in contact with you and provided a solution for your case. Our team will continue to follow up with you and stay engaged until we can confirm that the issue has been fully resolved. We sincerely appreciate your patience throughout this process. Your experience has also been recorded as important feedback for our support team, and we will continue improving both our response process and the overall customer experience. Sincerely, Petlibro Customer Support

Response from Petlibro· Sep 16, 2026

Dear Joanne, Thank you for sharing your experience. We are very sorry that it took much longer than expected to get your Dockstream 2 issue properly followed up, especially when you needed a reliable water source for your three cats while you were away. During this period, we experienced a significant increase in customer inquiries, which unfortunately affected our response times. We are actively expanding our support team, training additional team members, and improving our internal follow-up processes so that cases like yours can be handled more promptly and consistently. We’re glad to hear that your fountain is now working again. Our support team will continue to review your case and determine what further solution may be appropriate based on the full history. A member of our team will follow up with you within 24 hours to continue the discussion and make sure the case receives proper attention. We sincerely appreciate your patience and the feedback you have shared. We will continue working to improve both our response times and the overall support experience. Sincerely, Petlibro Customer Support

Response from Petlibro· Sep 16, 2026

Hallo Melanie, Vielen Dank für Ihre Nachricht. Ich verstehe Ihr Anliegen bezüglich der Erreichbarkeit unseres Kundenservice. Es freut uns sehr zu hören, dass Sie mit den Produkten von Petlibro zufrieden sind. Wir danken Ihnen herzlich für Ihr ehrliches Feedback zu unseren Antwortzeiten. Wir arbeiten kontinuierlich daran, unsere Kommunikationswege und die Schnelligkeit unserer Lösungen zu verbessern. Es ist schön, dass der Austausch Ihres Futterautomaten reibungslos verlaufen ist. Wir wünschen Ihnen und Ihren Tieren weiterhin viel Freude mit unseren Produkten. Wir wissen Ihre Geduld sehr zu schätzen. Sollten Sie weitere Fragen haben, zögern Sie bitte nicht, uns zu kontaktieren. Wir setzen alles daran, Ihnen zu helfen.