PetlibroReviews of petlibro.com

Response from Petlibro· Oct 21, 2026

Vielen Dank, dass Sie sich die Zeit genommen haben, Ihre Erfahrungen zu teilen. Es freut uns sehr, dass der Futterautomat Ihre Katzen entspannt beim Fressen begleitet und Ihnen hilfreiche Einblicke in ihre Fressgewohnheiten gibt. Ihre Empfehlung bedeutet uns viel.

Response from Petlibro· Oct 21, 2026

Dear Johnny, Thank you for sharing your experience. We sincerely apologize for the delay in following up on your warranty claim and for the frustration caused by having to contact us repeatedly without receiving a clear answer. We understand how inconvenient it is when your One RFID Smart Feeder stops recognizing your cat’s RFID tag, especially after you have already completed the recommended troubleshooting steps and provided the requested information. Due to a significant increase in customer inquiries, our response times have unfortunately been slower than usual. We are actively expanding and training our support team and improving our internal follow-up processes to provide faster and more consistent assistance. We have reviewed your case and understand that you have already provided your purchase information, device details, and troubleshooting results. You will not need to repeat the steps or resend the information you have already shared. Your feeder is within the 24-month warranty period based on the purchase date you provided, and we are committed to honoring our warranty obligations. Our customer support team will review your existing case and follow up with you within 24 hours regarding the appropriate resolution. We sincerely apologize that we have not provided the timely and clear assistance you deserve. Thank you for your patience and for giving us the opportunity to address your concerns. Sincerely, Petlibro Customer Support

Response from Petlibro· Oct 21, 2026

Hallo Lisa, es tut uns sehr leid, dass Sie trotz unserer Zusage, Ihnen ein Ersatzgerät zuzusenden, erneut auf eine Rückmeldung warten müssen. Wir verstehen, wie enttäuschend und frustrierend diese Situation für Sie ist, insbesondere nachdem Sie bereits mehrfach Kontakt mit uns aufgenommen und alle erforderlichen Informationen bereitgestellt haben. Aufgrund eines derzeit ungewöhnlich hohen Aufkommens an Kundenanfragen kommt es leider zu längeren Bearbeitungszeiten. Wir verstärken und schulen unser Support-Team und verbessern unsere internen Abläufe, um Ihnen künftig schneller und zuverlässiger helfen zu können. Unser Kundenservice wird Ihren Fall innerhalb von 24 Stunden erneut prüfen und sich mit einem konkreten Update zur Ersatzlieferung bei Ihnen melden. Wir werden Ihren Fall weiterverfolgen, bis eine Lösung gefunden wurde. Vielen Dank für Ihre Geduld. Wir bedauern sehr, dass Sie so lange auf eine verlässliche Rückmeldung warten mussten, und möchten Ihr Anliegen nun konsequent weiterverfolgen. Mit freundlichen Grüßen Ihr Petlibro Kundenservice

Response from Petlibro· Oct 21, 2026

Dear Janet, We sincerely apologize that, despite our public commitment to follow up within 24 hours, you are still waiting for a clear update. We understand how frustrating and disappointing this experience has been, especially after the time and effort you have already spent trying to resolve the issues with both fountains. We understand that the water dispensing issue returned even after swapping the bases, while the second fountain continues to experience charging difficulties. Thank you for following the requested steps and providing the video and other information. We recognize that you have already done a great deal to help us understand the situation. Due to a significant increase in customer inquiries, our response times have unfortunately been longer than usual. We are actively expanding and training our support team and improving our internal follow-up processes to provide faster and more consistent assistance. We would also like to clarify that troubleshooting is not intended to question your description of the problems or unnecessarily delay the process. It helps our team better understand the condition of each fountain, identify the underlying cause, and provide an accurate and appropriate solution. This is important to avoid recommending an incorrect solution that may not resolve the issue. We understand that you have already invested considerable time in this process, and we do not want you to repeat steps unnecessarily. Your case requires further attention, and our team will review the information you have already provided to determine the appropriate next steps. We sincerely regret that our follow-up has not met your expectations. Thank you for your patience and for giving us the opportunity to address your concerns. Sincerely, Petlibro Customer Support

Response from Petlibro· Oct 21, 2026

Dear Hannah, Thank you for sharing your experience. We sincerely apologize for the long wait and the lack of communication regarding your case. We understand how frustrating it is when your Polar feeder stops working despite having completed the recommended troubleshooting steps, and you are then left waiting for a clear update. We appreciate the time and effort you have already spent trying to resolve this issue. Due to a significant increase in customer inquiries, our response times have unfortunately been longer than expected. We are strengthening our support team's training and improving our internal follow-up processes to ensure customers receive more timely and consistent assistance. Your concerns deserve proper attention, and we regret that we have not kept you informed as we should have. Our customer support team will review your existing case and follow up with you within 24 hours to provide an update and clarify the next steps. Thank you for your patience and for giving us the opportunity to address your concerns. We are committed to following through and working toward a resolution. Sincerely, Petlibro Customer Support

Response from Petlibro· Oct 20, 2026

Dear Lauren, Thank you for sharing your experience. We sincerely apologize for the frustration and disappointment you've experienced with your Petlibro Stainless Steel Water Fountain and our customer support. We understand how concerning it must be to discover black buildup around the pump despite following the recommended cleaning instructions, especially when your pet's health and safety are involved. We take concerns about product hygiene and pet safety seriously, and we sincerely regret the worry this has caused. We are also very sorry that, after waiting for assistance, you received an incorrect replacement part that was unrelated to your fountain. This should not have happened, and we understand how frustrating it must have been to repeatedly contact us without receiving the help you needed. Due to a significantly higher volume of support inquiries than usual, our response times have unfortunately been longer than expected. We are actively expanding and training our support team and improving our internal processes. However, we recognize that this does not excuse the delays or the incorrect replacement part. We appreciate the photos and information you've already provided. We've located your support case and understand that you are requesting the correct replacement pump for your Stainless Steel Water Fountain. Your request has been escalated to our human support team for further review, and we will work toward an appropriate resolution without asking you to repeat information you've already shared. We sincerely apologize that your experience has left you feeling unheard. Your concerns matter to us, and we appreciate the opportunity to address both the product issue and the service failures you've experienced. Sincerely, Petlibro Customer Support

Response from Petlibro· Oct 20, 2026

Dear Nikki, Thank you for sharing your experience again. We sincerely apologize for the continued frustration and disappointment you've experienced with both your Petlibro Polar feeder and our customer support. We completely understand why you're upset. You were initially promised a follow-up within three working days, and later assured that someone would contact you within 24 hours. Unfortunately, neither commitment was met. We recognize how frustrating it must be to repeatedly reach out for assistance without receiving a meaningful response, especially when your feeder is still within its warranty period. We've been experiencing a significantly higher volume of customer inquiries than usual, which has unfortunately affected our response times. However, we recognize that this does not excuse our failure to follow through on our promises. We are actively strengthening our support team, improving staff training, and reviewing our escalation and follow-up processes to prevent similar situations. We also sincerely appreciate the time and effort you've already spent troubleshooting the feeder and providing a video demonstrating the issue. We understand that you've done everything requested of you, and you should not have had to repeatedly chase us for an update. Please rest assured that we recognize your product is still within our 24-month warranty period, and we remain committed to honoring our warranty obligations. Your case has been flagged for priority attention so our customer support team can review the information you've already provided and work toward an appropriate warranty resolution. We're truly sorry that our lack of timely communication has affected your confidence in Petlibro. Thank you for your patience and for giving us the opportunity to address this matter. Sincerely, Petlibro Customer Support

Response from Petlibro· Oct 20, 2026

Dear Riley, Thank you for sharing your experience. We sincerely apologize for the frustration and disappointment you've experienced over the past few months. We understand how upsetting it must have been to receive only part of your order, discover that the remaining items were out of stock, and then face repeated delays in getting assistance. This is certainly not the shopping or customer service experience we want anyone to have. Due to a significantly higher volume of customer inquiries than usual, our response times have unfortunately been longer than expected. We are actively expanding and training our support team and improving our internal processes to provide faster and more consistent assistance. However, we recognize that this does not excuse the inconvenience you've experienced. We also sincerely appreciate your patience and cooperation throughout this process, especially the time you've spent following up with us and working with your bank. We understand your concern about the outstanding refund and sincerely apologize that it has taken longer than the timeframe originally provided. Our support team has followed up with the relevant department to verify the status and will continue working toward a resolution. We're truly sorry that this experience has affected your confidence in Petlibro. Your feedback is important to us, and we appreciate the opportunity to address your concerns and improve our service. Sincerely, Petlibro Customer Support