PetlibroReviews of petlibro.com

Response from Petlibro· Sep 11, 2026

Hi there Thank you for contacting us. I am so sorry to learn that you experienced a delay with your replacement part initially. We truly appreciate you updating your review and letting us know how much your cats love the drinking fountain. We are glad that our team could assist you and get your replacement sorted out. 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

Bonjour Christelle, Merci d’avoir pris le temps de partager votre expérience. Nous sommes sincèrement désolés pour le délai rencontré après vos premières démarches auprès de notre service client. Nous comprenons également votre frustration de ne pas avoir pu obtenir plus rapidement le suivi d’un conseiller après les premières étapes guidées. Ces dernières semaines, nous avons connu une forte augmentation du nombre de demandes, ce qui a malheureusement rallongé nos délais de réponse. Nous renforçons actuellement notre équipe, formons de nouveaux collaborateurs et améliorons nos procédures internes afin que les dossiers techniques et les demandes de service après-vente soient suivis plus rapidement et plus régulièrement. Nous avons bien retrouvé votre dossier ainsi que les informations, photos et vidéos que vous nous avez déjà transmises. Notre équipe poursuivra donc le traitement à partir de ces éléments. Un membre de notre équipe vous recontactera dans les 24 heures afin de poursuivre personnellement le suivi de votre dossier et de vous communiquer clairement les prochaines étapes. Nous sommes sincèrement désolés pour cette attente et vous remercions pour votre patience. Cordialement, Petlibro Customer Support

Response from Petlibro· Sep 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.

Response from Petlibro· Sep 11, 2026

Hi Zelda, Thank you for sharing your experience. We are very sorry that you have been waiting so long for a clear update after completing the troubleshooting and providing a video showing the fountain issue. During this busy period, we have experienced a significant increase in customer inquiries, which has resulted in slower response times than usual. We are actively training additional team members and improving our internal support process so that escalated warranty cases can be reviewed and followed up more efficiently. We appreciate the time you took to test a new motor, clean the fountain thoroughly, and provide the requested video and purchase information. Your case has already been escalated for further review, and our team will review your case carefully and continue working toward the appropriate resolution. A dedicated member of our support team will follow up with you within 24 hours to review the current status and provide a clear next step. We sincerely apologize for the delay and appreciate your patience while we work to resolve this properly. Sincerely, Petlibro Customer Support

Response from Petlibro· Sep 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

Response from Petlibro· Sep 11, 2026

Hi Mick, Thank you for taking the time to share your experience. We are very sorry that your feeder issue has remained unresolved for so long, especially after you had already completed the troubleshooting and sent us a video for review. During this busy period, we have experienced a significant increase in customer inquiries, which has unfortunately resulted in slower response times than usual. We are actively training additional team members and improving our internal support process so that cases can be reviewed and followed up more efficiently. We also sincerely apologize that our delayed follow-up affected the review of the video you previously provided. Unfortunately, by the time our team was able to review the case, the WeTransfer link had expired and was no longer accessible. Could you please re-upload the video and send us a new WeTransfer link? You will not need to repeat the troubleshooting steps you have already completed, and we will continue the review from the existing case history. Your case has now been prioritized, and a dedicated member of our support team will follow up with you within 24 hours to continue the warranty review and provide a clear next step. We are sorry that the delay has caused you to lose confidence in the support process, and we appreciate the opportunity to properly review your case. Sincerely, Petlibro Customer Suppor

Response from Petlibro· Sep 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

Response from Petlibro· Sep 10, 2026

Hi Ana, Thank you for updating your review and for your kind words about the Polar Wet Food Feeder. We truly appreciate that you gave us the opportunity to address the issue and that a solution has now been arranged for you. We are very sorry that it took longer than expected for you to receive a clear response. During this busy period, we have experienced a significant increase in customer inquiries, which has affected our response times. We are actively hiring and training additional support team members and improving our internal processes so that warranty cases can be reviewed and followed up more efficiently. We also want to reassure you that your case was reviewed under the applicable warranty coverage, and our team has now provided the corresponding solution. We appreciate your patience throughout this process and understand how disruptive it can be when a feeder that is part of your pet’s daily routine is unavailable. Our support specialist will continue to follow up on the arrangement and make sure the next steps proceed smoothly. Thank you again for recognizing the product itself and for sharing your feedback about the support experience. Your comments are helping us improve both our service capacity and the way we handle customer follow-up. Sincerely, Petlibro Customer Support