Matthew S.
Glacier purchase
Edit: down to one star as I checked my email and they never offered a full refund as stated in their reply. I bought a glacier, and it ran for about a year before its pump gave out. The manufacturer did not want to replace it with an equivalent model and instead gave me one of half the value and tried to advertise it as better, being battery-powered. I bought the glacier for its filtering ability. I hoped the product would last longer or that the customer service would replace it with an equivalent product, but they know they have issues. It’s on their Reddit. They continue to sell it. I ended up buying other fountains for my dogs and I use their replacement as a travel one so I don’t have to buy more of their filters as often and give them more money.
Response from PetlibroJun 27, 2025
Hi Matthew, Thank you for your feedback. We’re truly sorry to hear about your experience and completely understand your frustration with the after-sales solution provided. Regarding the defective Glacier Ultrafiltration Stainless Steel Pet Water Fountain covered under our 24-month warranty, we can offer either a full refund or a replacement fountain. We are not offering the same Glacier model because we’re concerned it may present the same issue again. Instead, we’ve suggested the Dockstream Cordless Fountain, which is of similar value. If there’s a price difference, we’re happy to include additional replacement filters to make up for it. Of course, you’re also welcome to choose the refund option if that’s your preference. We always aim to provide high-quality products and reliable service, and we’re disappointed to have fallen short in your case. If you have any further questions or concerns, please don’t hesitate to reach out. Your feedback is very important to us, and we genuinely appreciate you taking the time to share it.