PetlibroReviews of petlibro.com

Response from PetlibroSep 10, 2026

Hi Chris, Thank you for taking the time to follow up again. We are very sorry that this issue has continued for so long and that our previous follow-up did not meet the expectation we set. During this busy period, we have experienced a significant increase in customer inquiries, which has unfortunately resulted in slower response times and delays between follow-ups. We are actively training additional team members and improving our internal processes so that open cases can be handled more consistently and efficiently. We also want to clarify that our support team has continued working on your case and provided solution options again on August 5 and August 27. We are sorry that the high volume of emails and the gaps between responses made it feel as though no action was being taken. We understand that your request has remained straightforward: you want the order you paid for to be properly resolved. Your case has now been prioritized again, and a dedicated member of our support team will follow up with you within 24 hours to continue from the existing case history and provide a clear next step. We sincerely apologize that the communication delays have added further frustration to an already difficult delivery issue. Thank you for giving us another opportunity to address this properly. Sincerely, Petlibro Customer Support

Response from PetlibroSep 9, 2026

Hi Morgane, Thank you for taking the time to share your experience. We are very sorry that you have been waiting so long for the missing fountain from your bundle and that the lack of follow-up made you feel ignored. We understand how upsetting it is to have paid for a bundle but only received part of the order. Our records show that you provided your order information, confirmed that the fountain was missing, and requested a replacement. Your case was then escalated for further review. We would also like to clarify that Petlibro did not intentionally keep your payment without sending the product. The issue is that the fountain included in your bundle was not successfully delivered with the rest of the order, and the follow-up process to resolve the missing item took far longer than it should have. We sincerely apologize for that delay and for the impression this created. During this busy period, we have experienced a significant increase in customer inquiries, which has resulted in slower response times than usual. Please rest assured that we are actively training additional team members, strengthening our support processes, and working to respond to every inquiry as quickly as possible. Your case has now been prioritized, and a dedicated member of our support team will contact you within 24 hours to provide a clear update and continue working toward a resolution for the missing item. Thank you for your patience and for giving us the opportunity to address this properly. Sincerely, Petlibro Customer Support

Response from PetlibroSep 11, 2026

Hi Lilly, Thank you for sharing your experience. We are very sorry that the return process took much longer than expected and required so much back-and-forth. We understand how frustrating it was to spend weeks troubleshooting a litter box that you felt was not working properly. We would like to clarify a few points for accuracy. Our return policy does allow eligible returns within the return period, but a no-reason return is different from a confirmed quality-related return. If a product defect is confirmed, Petlibro can provide the applicable warranty support. If a defect cannot be confirmed, return shipping and certain return-related costs may still apply under the return policy. We’re glad that the return process has now been completed, and we appreciate the time and effort you spent working through the case with our team. Our support team also followed up with you again on September 8 to provide further clarification regarding the return arrangement and related details. We hope the additional goodwill support provided can still be of some value to you. Regarding the communication process, we acknowledge that the troubleshooting took too long and that some of our replies did not make the next steps clear enough. We are continuing to improve our support processes and team training so that cases like this can be handled more efficiently and with less repetition. We appreciate the time and effort you put into providing photos, videos, and detailed feedback throughout the process. Your comments about both the product experience and the support process have been noted and will help us continue improving. Sincerely, Petlibro Customer Support

Response from PetlibroSep 11, 2026

Dear customer, Thank you for sharing your experience. We are very sorry that you have had difficulty reaching our support team regarding the cooling issue with your Polar Wet Food Feeder. 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 support processes so that cases can be reviewed and followed up more efficiently. At this time, we have not been able to accurately match the reviewer name shown here with a specific support case in our system. If your issue is still unresolved, please email us at [email protected] with a screenshot of this review and a link to it. Alternatively, you may update this Trustpilot review to include your support ticket number so we can identify your case more quickly. Once we are able to locate your case and verify the applicable warranty information, we will prioritize the review and provide the appropriate support. Thank you for bringing this to our attention and giving us the opportunity to assist you. Sincerely, Petlibro Customer Support

Response from PetlibroSep 7, 2026

Hi Layla, Thank you for taking the time to share your experience. We understand how upsetting and disruptive this situation has been, especially when you rely on the feeder to care for your senior cat while you are away from home. We are especially sorry that the issue disrupted your work trip and forced you to return home unexpectedly to make sure your cat could eat and receive the medication added to the food. Regarding the Petlibro App and cloud service disruption in August, the service has since been restored. Under normal operation, feeding schedules that have already been successfully saved to the feeder are designed to continue running locally even if the App or cloud service is temporarily unavailable. The information previously shared about saved feeding schedules continuing locally was based on the feeder’s intended behavior and was not meant to mislead customers. We are sorry that your feeder did not behave as expected in this case. We have not treated this as an isolated incident. Our technical team has continued reviewing what happened and is working on a new firmware version with further optimizations intended to strengthen the reliability of locally stored feeding schedules during App or cloud service interruptions. We also want to reassure you that your feeder is covered by Petlibro’s 24-month warranty. Your case has been prioritized, and we will provide the appropriate warranty support based on the information already available in your case. A dedicated member of our support team will follow up with you within 24 hours to review the current situation and provide the most appropriate next step. We understand that you have already spent significant time troubleshooting and dealing with this issue, so our team will continue from the information you have already provided rather than asking you to start over. Thank you for bringing this to our attention. We take feeding reliability, customer trust, and the needs of pets who depend on our products seriously. Your feedback is helping us improve both our products and the way we support customers who rely on them. Sincerely, Petlibro Customer Support

Response from PetlibroSep 7, 2026

Hi Natasha, Thank you for taking the time to share your experience. We are very sorry that your warranty case has taken much longer than expected and that you had to follow up several times without receiving a clear update. We understand how frustrating it is to be told that your case would be reviewed within three business days and then wait weeks without a response, especially after you had already been advised that a replacement would be considered. 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 consistently and efficiently. We have confirmed that your product is still within Petlibro’s 24-month warranty period. We will continue reviewing the issue based on the troubleshooting and information, and we will make sure the appropriate warranty support is provided. Your case has now been prioritized, and a dedicated member of our support team will follow up with you within 24 hours with a clear update and the appropriate next step. Thank you for bringing this to our attention. We take warranty support and customer follow-up seriously, and your feedback is helping us improve our service process. Sincerely, Petlibro Customer Support

Response from PetlibroSep 8, 2026

Dear customer, Thank you for updating your review. We are sorry that you are still having difficulty getting your warranty case resolved. 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, strengthening our support processes, and improving follow-up efficiency. We have also reinforced training for our phone support team and instructed agents to promptly return missed calls whenever possible. At this time, we are still unable to accurately match the reviewer name “KN” with a specific support case in our system. To help us locate your case as quickly as possible, could you please update this Trustpilot review and add your support ticket number? Once we have the ticket number, we can review the full case history, identify exactly where the process was delayed, and ask our support team to prioritize the follow-up. Alternatively, you may email [email protected] with a screenshot of this review and a link to it. We take warranty concerns seriously and want to make sure your case is properly identified and followed through. Thank you again for helping us locate the correct case. Sincerely, Petlibro Customer Support