PetlibroReviews of petlibro.com

Response from PetlibroSep 20, 2026

Beste Dominique, Bedankt dat u uw ervaring met ons heeft gedeeld. Het spijt ons dat u langer dan verwacht op verdere hulp heeft moeten wachten. Door een sterke toename van het aantal klantvragen zijn onze reactietijden de afgelopen periode helaas langer geweest dan gebruikelijk. We breiden ons supportteam momenteel uit, leiden nieuwe medewerkers op en verbeteren onze interne processen zodat technische en garantiegevallen sneller en consistenter kunnen worden opgevolgd. Bedankt ook voor de video’s en foto’s die u al heeft doorgestuurd. We hebben de pompafdekking kunnen zien. Om de oorzaak nauwkeuriger te kunnen beoordelen, willen we nog controleren hoe de rotor onder deze afdekking eruitziet en of deze intact is. Dit helpt ons om de juiste oplossing te bieden zonder onnodige stappen te adviseren. We hebben uw bestelling gecontroleerd en kunnen bevestigen dat uw fontein nog binnen onze garantieperiode van 24 maanden valt. Uw eerdere communicatie vermeldde dit eveneens, en we zullen uw dossier verder blijven behandelen totdat er een passende oplossing is gevonden. Een medewerker van ons klantenserviceteam zal binnen 24 uur opnieuw contact met u opnemen om de verdere stappen met u te bespreken. Onze excuses voor de vertraging en bedankt voor uw geduld en medewerking. Met vriendelijke groet, Petlibro Customer Support

Response from PetlibroSep 20, 2026

Dear customer, Thank you for sharing your experience. We’re sorry to hear that you’ve had difficulty getting the support you needed while setting up and using the App. Due to a significant increase in customer inquiries, our support team has been handling a much higher volume of tickets than usual, which has unfortunately resulted in slower response times. Please rest assured that we are actively expanding and training our support team, improving our internal processes, and working hard to respond to every inquiry as quickly as possible. At this time, we have not been able to confidently match the reviewer name “BostonLady” with a specific support case in our system. It is possible that you contacted us using a different name, full name, or email address. If your issue is still unresolved, could you please update this Trustpilot review and add your support ticket number? This will allow us to accurately locate your previous communication, review the full history of the case, and prioritize the follow-up with our support team. Thank you for bringing this to our attention and for giving us the opportunity to assist you further. Sincerely, Petlibro Customer Support

Response from PetlibroSep 16, 2026

Hi there, Thank you so much for sharing your experience. We are thrilled to hear that Alexandra was able to assist you so effectively with your Polar Wet Feeder. We take great pride in our customer service and our commitment to standing behind our products. It is wonderful to know that the warranty replacement process was smooth and stress-free for you. Your kind words and recommendation are greatly appreciated. We really appreciate your patience and if you have any further questions, please don’t hesitate to contact us.

Response from PetlibroSep 17, 2026

Dear Bella, Thank you for sharing your experience so openly. We’re very sorry that you’ve had such a difficult time reaching our support team, especially after you had already completed troubleshooting and sent us a video of the issue. We also took note of your comment about us needing more customer service agents, and we understand why the delays led you to feel that way. During this busy period, we have experienced a significant increase in customer inquiries, which has unfortunately affected our response times. We are actively expanding our support team, training additional team members, and improving our internal processes so that customers can receive faster, clearer, and more consistent assistance. We understand how important a reliable feeder is when you are away from home and relying on it for your cats’ daily routine. We also appreciate the time and effort you have already spent providing the information needed for us to review the case. Your request has been prioritized, and a member of our support team will follow up with you within 24 hours to continue reviewing the case and provide the next step. Thank you for your patience and for giving us the opportunity to address this properly. Sincerely, Petlibro Customer Support

Response from PetlibroSep 17, 2026

Dear Chelsea, Thank you for sharing your experience and for providing the detailed screenshots, device information, and documentation of the issue. We understand the concern you raised regarding the feeder not opening reliably and the inconsistency between the physical feeder behavior and the status shown in the App. We also appreciate the time you have already spent troubleshooting and documenting the problem, including the “Failed to open lid” error and the comparison with your second Polar feeder. During this busy period, we have experienced a significant increase in customer inquiries, which unfortunately affected our response times. We are actively expanding our support team, training additional team members, and improving our internal escalation and follow-up processes so that cases like yours can be handled more quickly and consistently. Our customer service team replied to you on September 17 and has already provided a proposed solution for your case. A member of our team will follow up with you again within 24 hours to continue the discussion and make sure the case keeps moving forward. We sincerely apologize for the delay and appreciate the opportunity to continue working with you toward a proper resolution. Sincerely, Petlibro Customer Support

Response from PetlibroSep 20, 2026

Liebe Mary, vielen Dank, dass Sie uns das Video und die zusätzlichen Informationen zur Ersatzpumpe zur Verfügung gestellt haben. Wir verstehen, dass sich Ihre Reklamation auf die separat gekaufte Ersatzpumpe bezieht und nicht auf den älteren Trinkbrunnen selbst. Aus dem bisherigen Austausch geht hervor, dass der Wasserfluss trotz vollständiger Reinigung und korrektem Zusammenbau weiterhin deutlich zu schwach ist. Um die Ursache eindeutig zu bestätigen, möchten wir noch prüfen, ob das Problem tatsächlich vom Rotor ausgeht. Falls sich nach der Prüfung bestätigt, dass der Rotor bzw. die Pumpe selbst die Ursache ist, können wir die Garantieprüfung entsprechend auf dieses Bauteil beziehen. Ein Mitglied unseres Kundenservice-Teams wird sich innerhalb von 24 Stunden erneut bei Ihnen melden, um die Prüfung fortzusetzen und die nächsten Schritte mit Ihnen abzustimmen. Vielen Dank für Ihre Geduld und dafür, dass Sie uns die Möglichkeit geben, den Fall korrekt weiterzuverfolgen. Mit freundlichen Grüßen Petlibro Customer Support

Response from PetlibroSep 17, 2026

Dear Peter, Thank you for sharing your experience. We’re very sorry that the recent update caused additional issues with your device and that you were left waiting for support afterward. We understand that, after the update, the indicator light began flashing continuously and this affected motion detection and recording behavior. We appreciate you reporting the issue and providing the information needed for our team to review it. During this busy period, we have experienced a significant increase in customer inquiries, which has unfortunately affected our response times. We are actively expanding our support team, training additional team members, and improving our internal follow-up processes so that technical cases can be handled more promptly and consistently. Your case has been prioritized, and a member of our support team will follow up with you within 24 hours to continue reviewing the issue and provide the next step. We sincerely apologize for the delay and appreciate you giving us the opportunity to address this properly. Sincerely, Petlibro Customer Support

Response from PetlibroSep 16, 2026

Hi Eve, Thank you for your message. We are incredibly grateful for your kind review and for sharing your experience with Zoey. It is wonderful to know that our team met your expectations and that you found our communication prompt. We are delighted that you had such a pleasant experience with us. Your support and recommendation to fellow cat parents mean a lot to the entire Petlibro team. If we can be of further assistance, please feel free to let us know, we spare no effort to serve you.