Kjo
Malfunction device, mutilated cat, PETLIBRO won’t respond.
We bought 3 RFID pet feeders and an RFID waterer. On week 3 of having the feeders I walked down into the finished basement where the “cat room” is (towers, food, water etc out of reach of dog). I walked into the room and was horrified to find what looked like a murder scene. Blood splattered all over the walls, pools and trails smeared all over the floor, and smears on the side and front of one of our cats feeders (8 yr named Owl). I immediately started looking for him. Found him hiding in the room in his bed, face, chest and arm stained red from the blood. I inspected (I was a semester away from becoming a vet before I dropped out for son medical issues), there was a loose and shredded skin flap, and exposed bone, and the end of his toe was missing. I wound washed the area, and wrapped with gauze and rushed to EV. After X-rays, they determined he severed his finger right at the joint. Several hundred dollars later we were on our way, with a follow up for next Saturday. My cat still can’t walk, pain killers ran out. Is terrified of his feeder now (rightfully so). Upon inspecting the video footage in the room he was eating with his foot on the edge of the dish, and the door closed on his foot, despite him wearing the appropriate collar. He struggled for a long time before getting free (severing the toe). Now I have emailed PETLIBRO three times regarding this and they will not reply, and they will not post my review on their website (of course) so I’m just spreading my experience anywhere I can to help anyone else. Edit to add, after my review they finally responded, they say this is the first time they have received this information and yet their email to me was replied to my FIRST email to them. How are you replying to my email from over a week ago if you never received said email? Their resolution so far was to simply offer me a return label. Which I said was not enough.
Response from PetlibroSep 30, 2025
Hi Kacie, Thank you for your follow-up comment, and we sincerely apologize for the confusion and frustration our initial response has caused. We want to be perfectly clear: we did receive your first email, and our reference to this being the "first report" was specifically in regard to the nature of the injury – it is the first time we have been made aware of an incident where a pet's paw was injured by the feeder lid. We deeply regret that our wording was unclear and made you feel unheard. Regarding our initial resolution, we also apologize that our intent was not properly communicated. The offer of a full order refund was intended to immediately return the funds you spent on the feeders, so you would not be financially burdened by them. The request to return the units, particularly Owl's feeder, was solely for the purpose of allowing our engineering team to conduct a thorough analysis to understand precisely why the anti-pinching mechanism failed in this unique circumstance. Our primary goal was, and remains, to identify the root cause to prevent any such risk to other pets in the future. We want to assure you that our customer support team will continue to follow up closely with you to ensure a satisfactory resolution is reached. Thank you for holding us accountable. We are listening and are committed to making this right.