PetlibroReviews of petlibro.com

Response from PetlibroSep 24, 2026

Liebe Kundin, lieber Kunde, vielen Dank, dass Sie Ihre Erfahrung und Ihre Ticketnummer mit uns geteilt haben. Es tut uns sehr leid, dass Sie trotz mehrfacher Kontaktaufnahme so lange auf eine weitere Rückmeldung warten mussten und die angekündigte Firmware-Version nicht innerhalb des genannten Zeitraums bereitgestellt wurde. Aufgrund eines deutlich erhöhten Anfrageaufkommens waren unsere Antwortzeiten leider länger als üblich. Wir erweitern und schulen derzeit unser Support-Team und verbessern unsere internen Abläufe, damit Kundenanfragen künftig schneller und zuverlässiger bearbeitet und nachverfolgt werden können. Auch Ihr Feedback zur Firmware nehmen wir sehr ernst. Die von Ihnen geschilderten Probleme nach dem Update wurden an unser technisches Team weitergegeben. Wir arbeiten kontinuierlich daran, unsere Firmware-Prüf- und Freigabeprozesse zu verbessern, damit zukünftige Updates vor der Bereitstellung umfassend geprüft werden und die Zuverlässigkeit unserer Produkte nicht beeinträchtigen. Ihre Anfrage Nr. 678515 wurde nun erneut priorisiert. Ein Mitglied unseres Kundenservice-Teams wird sich innerhalb von 24 Stunden bei Ihnen melden, um Ihren Fall weiterzubearbeiten und Ihnen eine konkrete Lösung anzubieten. Vielen Dank für Ihre Geduld und dafür, dass Sie uns die Möglichkeit geben, den Fall ordnungsgemäß zu lösen. Mit freundlichen Grüßen Petlibro Kundenservice

Response from PetlibroSep 24, 2026

Dear Alicja, Thank you for sharing your experience. We’re very sorry that you had to follow up repeatedly after already completing the requested troubleshooting and providing the information needed for 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 escalation and follow-up processes so that warranty cases can be handled more efficiently and consistently. We truly appreciate the time and effort you have already put into this case. You completed multiple troubleshooting steps, provided the device serial number, receipt, and video evidence, and confirmed that the continuous rotation issue is still ongoing. We have also confirmed from your purchase information that your order is still within Petlibro’s 24-month warranty period. Your case has now been prioritized again, and a member of our customer service team will follow up with you within 24 hours to provide a clear warranty solution and next steps. Thank you for your patience and for giving us the opportunity to resolve this properly. Sincerely, Petlibro Customer Support

Response from PetlibroSep 24, 2026

Dear Jake, Thank you for sharing your experience, and we’re very sorry for the delay and frustration you have experienced while trying to get help with your feeder. 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 processes so that cases can be reviewed and followed up more efficiently. We appreciate the time you have already spent troubleshooting the feeder and providing the requested videos and information. We understand that you have already completed these steps and that the issue is still ongoing. We have confirmed that your order is still within Petlibro’s 24-month warranty period. Your case has now been prioritized, and a member of our customer service team will follow up with you within 24 hours to continue the warranty process and help provide a proper resolution. We sincerely apologize again for the delay, and thank you for your patience and for giving us the opportunity to make this right. Sincerely, Petlibro Customer Support

Response from PetlibroSep 24, 2026

Dear Nicole, Thank you for sharing your experience. We’re very sorry that you have had difficulty reaching our support team, especially with an upcoming trip and your Granary Smart Feeder currently unable to connect. 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 processes so that urgent product issues can be handled more efficiently. We have located the support record associated with your recent phone call. You also mentioned that you have contacted us through email and other support channels. To help us locate all of your previous communication and review everything together, could you please update this Trustpilot review with your email support ticket number? Once we have that ticket number, we can consolidate the relevant case history, prioritize the review, and avoid asking you to repeat information you have already provided. A member of our customer service team will also follow up with you within 24 hours to continue assisting with the feeder issue and provide the appropriate next steps. Thank you for your patience and for giving us the opportunity to address this properly. Sincerely, Petlibro Customer Support

Response from PetlibroSep 24, 2026

Dear Nicholas, Thank you for sharing your experience. We’re very sorry that you had to follow up repeatedly after already completing the requested troubleshooting and providing the photo and video evidence needed for 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 escalation and follow-up processes so that warranty cases can be handled more efficiently and consistently. We appreciate the time and effort you have already put into this case. You completed the troubleshooting steps we requested, and when the cooling issue continued, you provided the supporting photo and video for further review. Your case was then escalated for further review, and we understand that the follow-up took much longer than the timeframe originally provided. We have confirmed that your order is still within Petlibro’s 24-month warranty period, and your case has now been prioritized again. Our customer service team will follow up with you within 24 hours to continue the warranty process and provide a clear next step. Thank you for your patience and for giving us the opportunity to resolve this properly. Sincerely, Petlibro Customer Support

Response from PetlibroSep 24, 2026

Dear Kieran, Thank you for sharing your experience. We’re sorry that you had to follow up repeatedly after already completing the troubleshooting and providing 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 so that warranty cases can be handled more efficiently and consistently. We truly appreciate the time and effort you have already put into this case. You tested different cables and adapters, replaced the filters, cleaned the pump and rotor, and provided both the requested video and serial number, but the issue still remained. We have confirmed that your order is still within Petlibro’s 24-month warranty period. Your case has now been prioritized again, and a member of our customer service team will follow up with you within 24 hours to continue the warranty process and provide you with a clear next step. Thank you for your patience and for giving us the opportunity to resolve this properly. Sincerely, Petlibro Customer Support

Response from PetlibroSep 24, 2026

Dear Megan, Thank you for sharing your experience. We’re very sorry that you had to follow up repeatedly and wait much longer than expected for a clear response regarding your feeder. 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 so that warranty cases can be handled more consistently and efficiently. Your case has also been prioritized for further handling. We appreciate the troubleshooting you have already completed and the information and photos you provided. We have confirmed that your purchase remains within Petlibro’s 24-month warranty period, and we will continue to support your case under the warranty. Our customer service team has now resumed handling your case, and we have located the device SN information needed to move the warranty process forward. We will continue following up with you directly and work to bring the case to a complete resolution as quickly as possible. Thank you for your patience and for giving us the opportunity to address this properly. Sincerely, Petlibro Customer Support

Response from PetlibroSep 24, 2026

Dear Chantal, Thank you for sharing your experience. We’re sorry that you have been left without a clear update after the Luma shipment was returned before reaching Northern Ireland. We understand how frustrating this is, especially for a high-value order and after you had already received the accessory pack separately. 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 processes so that shipping-related cases can be reviewed and followed up more efficiently. Your case has now been prioritized. Our team will contact the carrier to investigate the current status of the shipment, including whether it has already been returned to the sender or whether redelivery may still be possible. At the same time, we will continue reviewing the case internally and provide you with an appropriate solution based on the shipping status. Please rest assured that we will continue following up with you until the issue is properly addressed. Thank you for your patience and for giving us the opportunity to resolve this. Sincerely, Petlibro Customer Support