PetlibroReviews of petlibro.com

Response from Petlibro· Oct 14, 2026

Dear Joy, Thank you for sharing your experience. We sincerely apologize for the frustration caused by the delay in receiving further assistance regarding your Polar Wet Food Feeder. We understand how upsetting it must be when your feeder stops working, especially when your cats rely on it for scheduled meals. We also appreciate that you have already provided the device information and followed up multiple times while waiting for a resolution. 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 ensure customers receive faster and more consistent assistance. We have reviewed your case and confirmed that your request has been escalated for further review. Your case has been prioritized, and our customer support team will follow up with you within 24 hours with the next steps regarding your warranty resolution. Please rest assured that your warranty concern will be reviewed carefully, and we will work toward an appropriate solution for your feeder issue. Thank you for your patience and understanding. We appreciate the opportunity to assist you and resolve this matter. Sincerely, Petlibro Customer Support

Response from Petlibro· Oct 14, 2026

Dear Kay, Thank you for sharing your detailed feedback. We sincerely apologize for the frustration and inconvenience you experienced with your Luma Litter Box, especially while you were away from home and concerned about your cat’s access to the litter box. Based on your description, the behavior you experienced appears to be related to the safety protection mechanism being triggered. The Luma Litter Box is designed with sensitive safety sensors to help prevent operation when a pet may be detected nearby, as pet safety is our highest priority. Because of this, the detection system can be affected by the surrounding environment, including the placement of the litter box and objects near the sensor area. We understand that this can be frustrating when the sensor is triggered unexpectedly. To better understand your situation and help identify whether the issue is related to the installation environment or the device itself, we would appreciate the opportunity to review your case. If you have already contacted our customer support team, please update your review with your ticket number so we can quickly locate your case and follow up. If you have not contacted us yet, please email our support team at [email protected] and include the relevant details from your review. We would also appreciate it if you could update your review with your ticket number after contacting us. If possible, please provide a short video showing the placement of the litter box and the surrounding environment. This will help our team better understand the situation and provide more effective assistance. Once we receive your information, our customer support team will follow up within 24 hours with further assistance. Thank you again for your feedback. We truly value your experience and the opportunity to help improve your Petlibro experience. Sincerely, Petlibro Customer Support

Response from Petlibro· Oct 13, 2026

Dear Talia, Thank you for sharing your experience. We sincerely apologize for the frustration caused by the recurring cooling issue with your Polar Wet Food Feeder and the time it has taken to reach a resolution. We understand how disappointing it must be to experience the same issue again, especially after receiving a replacement unit. We truly appreciate the time and effort you have already spent working with our support team and providing information about the issue. Due to an unusually high volume of support inquiries, our response times have unfortunately been longer than expected. We are actively working to improve our response process and ensure customers receive more timely assistance. Your case has been prioritized, and our customer support team will follow up with you within 24 hours to review your concerns and provide the next steps. Thank you for your patience and understanding. We appreciate the opportunity to assist you and work toward a resolution. Sincerely, Petlibro Customer Support

Response from Petlibro· Oct 13, 2026

Bonjour Florence, Merci d’avoir partagé votre expérience. Nous sommes sincèrement désolés pour les difficultés rencontrées avec votre Polar Wet Food Feeder ainsi que pour le délai de réponse lors du suivi de votre dossier. Nous comprenons votre frustration, notamment après avoir suivi les étapes demandées et transmis les informations nécessaires pour nous aider à analyser le problème. Nous vous remercions également pour votre patience et votre coopération pendant le processus de vérification. En raison d’un volume exceptionnellement élevé de demandes, nos délais de réponse ont malheureusement été plus longs que prévu. Nous travaillons activement à améliorer notre processus de support afin d’apporter des réponses plus rapides et plus efficaces à nos clients. Votre dossier a été priorisé, et notre équipe du service client vous recontactera dans les 24 heures afin de poursuivre l’analyse de votre situation et vous communiquer les prochaines étapes. Merci encore pour votre compréhension et pour les informations fournies. Nous apprécions l’opportunité de vous accompagner et de trouver une solution adaptée. Cordialement, L’équipe du service client Petlibro

Response from Petlibro· Oct 13, 2026

Dear Jennifer, Thank you for sharing your experience. We sincerely apologize for the delay in providing you with an update regarding your Polar Wet Food Feeder issue. We understand how frustrating it must be to be left without a reliable feeder for your cat, especially after you have already completed the requested troubleshooting steps and provided the videos and purchase information needed for our review. 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 ensure customers receive faster and more consistent assistance. We have reviewed your case and confirmed that the information and testing results you provided have been received. Your feeder issue has been escalated for further review, and our customer support team will follow up with you within 24 hours with the next steps regarding your warranty resolution. Thank you for your patience and cooperation. We appreciate the opportunity to assist you and work toward a proper resolution. Sincerely, Petlibro Customer Support

Response from Petlibro· Oct 9, 2026

Dear Tony, Thank you for sharing your experience. We sincerely apologize for the difficulties you have experienced with both of your Polar Wet Food Feeders and the delays in receiving the support you deserve. We understand how disappointing and concerning this must be, especially when you rely on these feeders to ensure your cat is fed while you are away. We truly appreciate the patience and effort you have shown throughout this process. Due to an unusually high volume of support inquiries, our response times have been longer than expected. We also recognize that some of our newer support team members have not always provided the level of assistance and communication our customers deserve. We have since strengthened our training for new team members, with particular emphasis on professional and empathetic communication, as well as accurately assessing Polar feeder issues and providing clear, appropriate solutions without unnecessary delays. Most importantly, we have reassigned your case to another customer support representative, who will personally follow up with you within 24 hours to address the outstanding concerns regarding both feeders. We also confirm that your orders remain within our 24-month warranty period, and we will honor our warranty commitments and work toward an appropriate resolution for both devices. Your feedback is extremely valuable to us, and we are committed to improving both our products and the support experience we provide. We sincerely appreciate the opportunity to make things right and restore your confidence in Petlibro. Sincerely, Petlibro Customer Support

Response from Petlibro· Oct 9, 2026

Dear Liz, We sincerely apologize that our customer support team did not follow up with you as promised. We understand how frustrating it must be to wait so long for a resolution, especially after you have already completed the troubleshooting steps and confirmed your shipping address for the replacement. Due to a significant increase in customer inquiries, our response times have unfortunately been longer than expected. We recognize that we should have communicated with you more consistently throughout this process. We are strengthening our team's training and supervision, with closer oversight to ensure that customer cases are followed up on time and that commitments are properly fulfilled. Our customer support team will review and handle your case today, and we will continue following up until the matter is resolved. You should not have to keep chasing us for updates. Thank you for your patience. We sincerely regret the experience you have had and are committed to providing you with the support you deserve. Sincerely, Petlibro Customer Support

Response from Petlibro· Oct 9, 2026

Dear Hayley, Thank you for taking the time to share your experience. We sincerely apologize for the shipping delays, the lack of clear pre-order information, and the difficulty you experienced in receiving timely updates. We understand how disappointing it must have been to wait longer than expected, especially when you were looking forward to receiving and reviewing our products. We also appreciate your perspective as a veterinary nurse and an independent pet product reviewer. We understand how important honest product experiences, reliable service, and transparency are to you and the pet owners who trust your recommendations. These are values we take seriously as well. Due to an unusually high volume of support inquiries, 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 reliable assistance. Your feedback regarding pre-order information and shipping communication will also be shared with our team for improvement. We have now reviewed your order and confirmed that your items were shipped in separate packages. According to the latest tracking updates, one package was marked as delivered on October 8, while the second is currently in transit with Australia Post and is expected to arrive on Tuesday, October 13. Your case has been prioritized, and our customer support team will follow up with you within 24 hours to provide the tracking numbers for both shipments, confirm the delivery status with you, and ensure you have the information needed to track your remaining package. We sincerely regret that this experience has affected your confidence in Petlibro. We value your honest feedback and hope that our products and continued support will give us the opportunity to earn back your trust. Sincerely, Petlibro Customer Support