EA
1 star
1 star — One of the worst customer-service experiences I’ve had with an online purchase. I regret purchasing from PETLIBRO. The product itself has issues for my needs — the portions are not consistently suitable, and the feeder takes an absurdly long time to dispense food. What has been even worse is dealing with their customer service. I submitted a return request within their stated return period and was initially asked to provide photos/video. I explained that I had already cleaned and packed the product and was requesting a return and refund, not troubleshooting or a replacement. Since then, they have simply ignored my emails. I have followed up multiple times and cannot even get a basic response from customer service. No meaningful communication, no return authorization, and no resolution. It’s extremely frustrating to have a company advertise a return policy but then make the actual return process so difficult and completely ignore customers when they ask for help. The product may work for some people, but based on my experience, I absolutely cannot recommend PETLIBRO. Terrible customer service and an incredibly frustrating return experience. I would think twice before purchasing directly from this company.
Response from PetlibroSep 11, 2026
Dear customer, Thank you for sharing your experience. We are very sorry that the return process took longer than expected and that you had to follow up multiple times before receiving a clear update. We understand that you contacted us within the applicable return period and expected the process to be straightforward and timely. Some of the earlier troubleshooting and information requests were intended to help determine whether the issue was related to product quality, so that we could provide the appropriate support and share relevant findings with our quality team for further product improvement. During this busy period, we have experienced a significant increase in customer inquiries, which unfortunately affected our response times and delayed the handling of some return requests. We are actively training additional team members and improving our internal processes so that cases can be reviewed and followed up more efficiently. Your return request has since been reviewed and approved, and our team has also contacted you with an update regarding the next steps. We will continue following the case until the remaining process is properly completed. We sincerely apologize for the frustration and inconvenience caused by the delays and the amount of back-and-forth involved. Thank you for your patience and for giving us the opportunity to address your concerns. Sincerely, Petlibro Customer Support