PetlibroReviews of petlibro.com

Response from PetlibroMay 27, 2025

Hi there, Thanks for your feedback. We are glad to know that the connection issue with your feeder has been resolved. We’re thrilled to hear that you’re happy with the portion control, scheduling features, and sound alerts—it’s wonderful to know they’re working well for you and your cats. We appreciate your feedback regarding the SD card and cloud service pop-up. Your feedback is incredibly valuable to us and we have forwarded it to our R&D department for further review. If you ever have any questions or need further assistance, don’t hesitate to reach out. Otherwise, we wish you and your cats many happy, well-fed days ahead!

Response from PetlibroMay 23, 2025

Hallo Percy, Vielen Dank für Ihr Feedback. Wir verstehen Ihre Unzufriedenheit mit unserem Kundenservice. Es tut mir sehr leid, dass Ihre Erfahrung mit unserem Support-Team nicht Ihren Erwartungen entsprochen hat. Wir legen Wert auf Qualitätsprodukte und zuverlässigen Kundenservice, und es ist enttäuschend zu erfahren, dass wir Ihnen nicht gerecht werden konnten. Unser Support-Team wird Ihnen bezüglich des Problems mit dem Brunnen gerne eine passende Lösung anbieten. Bei weiteren Fragen oder Anliegen können Sie sich gerne an uns wenden. Ihr Feedback ist uns wichtig. Wir freuen uns, wenn Sie uns auf diese Probleme aufmerksam machen, und hoffen, Sie zufriedenzustellen.

Response from PetlibroMay 23, 2025

Hello Brianna, Thanks for reaching us.  I understand that you may need our assistance.  To start the process of rectifying this situation, could you please provide us with the email address you used when reaching out to our customer service? This will allow me to review all the previous communications and get a clear understanding of the issue. Once I've done that, I will be able to offer you the appropriate support and assistance. We are pleased to inform you that we offer a 24-month warranty for our products. To better assist you, could you kindly provide us with the following information: 1. Your order receipt 2. The issue you are facing 3. A video of the problem (if possible) We appreciate your time, and we look forward to hearing from you.

Response from PetlibroMay 22, 2025

Hi Neil, Thank you very much for taking the time to share your experience — I’m truly sorry to hear about the frustration this has caused. We completely understand how important it is to ensure both of your cats are fed the correct amount, especially when you're away from home. While we understand your concern regarding the inconsistency in the total and split portions, please allow us to clarify a few points: ✅ On Total Amount Dispensed: The actual amount of food dispensed may vary slightly depending on the kibble’s size, shape, and density. This is not a defect, but a common limitation in all automatic feeders that use portion-based rotation systems. To address this, we recommend doing a quick test with your kibble to see how much is dispensed at your selected setting, and then fine-tuning the portion size accordingly. For example, if you intend to feed 6/12 cups but consistently receive less, you could increase the setting slightly to meet the desired amount. ✅ On Uneven Distribution Between Bowls: While no feeder can guarantee 100% perfectly even distribution, the following steps can help improve balance: 1. Check Splitter Position: Ensure the splitter is positioned correctly in the center of the dual tray.  2. Update the App: Please make sure your PETLIBRO app and firmware are updated to the latest version. 3. Set to Dual Tray Mode: In the app, under Device Settings, set the Food Dispensing Mode to “Dual Tray.” 4. Use Even-Number Portion: Dispensing even-number portions like 4/12 or 6/12 cups (minimum of 2/12) tends to improve distribution consistency. We truly regret that the product didn’t meet your expectations this time, and we’re here to assist if you decide to give it another try or need help adjusting the settings to better suit your cats' needs. Thank you again for your feedback — it helps us improve. Please contact our support team (email address: [email protected]) if there's anything else we can do to assist you or make things right.

Response from PetlibroMay 19, 2025

Hello Orestis, Thank you for reaching out, and I sincerely apologize for the frustration and inconvenience you've experienced. We understand how disappointing it is to purchase a product locally and then face challenges obtaining essential replacement parts. While we currently do not offer direct shipping of replacement filters to Switzerland, we recognize the gap this creates for our international customers, and we’re actively working to improve our global support and distribution channels. That said, we truly regret that you felt forced to purchase a new fountain due to this issue — that’s certainly not the experience we want for our customers. While regional availability and logistics can affect what we’re able to ship and where, we understand your concern and are escalating your feedback internally. Thank you again for bringing this to our attention, and we appreciate your patience as we work to improve our service. Best regards, Fortunato Customer Support Team

Response from PetlibroMay 28, 2025

Liebe Frau Albayrak, es tut uns sehr leid zu hören, dass Sie mit unserem Kundenservice unzufrieden sind. Bitte seien Sie versichert, dass wir stets bemüht sind, einen hochwertigen und zeitnahen Support zu bieten – besonders in dringenden Fällen wie Ihrem. Leider konnten wir anhand Ihres Namens Yeliz Albayrak kein passendes Support-Ticket in unserem System finden. Es wäre sehr hilfreich, wenn Sie uns unter [email protected] nochmals kontaktieren und dabei Ihre Bestellnummer oder die E-Mail-Adresse angeben könnten, mit der Sie sich ursprünglich an uns gewendet haben. Sobald wir Ihre Anfrage gefunden haben, werden wir sie mit höchster Priorität behandeln und gemeinsam eine schnelle Lösung finden – damit Ihre Katze während Ihrer Reise gut versorgt ist. Vielen Dank für Ihre Geduld und Ihr Verständnis.