PetlibroReviews of petlibro.com

Response from PetlibroSep 16, 2026

Dear Ben, Thank you for sharing your experience. We’re very sorry that you have been waiting so long after being advised that a replacement would be arranged. During this busy period, we have experienced a significant increase in customer inquiries, which has unfortunately caused delays in some warranty and replacement cases. We are actively expanding our support team, training additional team members, and improving our internal follow-up processes so that cases like yours can be handled more promptly and consistently. At this time, we have not been able to confidently match the reviewer name “Ben Wells” with a specific support case in our system. It is possible that you contacted us using a different name, full name, or email address, which may be why we have not been able to identify the correct case from the reviewer information alone. If the 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 ask our support team to prioritize the follow-up for you. We sincerely apologize for the delay and appreciate you giving us the opportunity to look into this properly. Sincerely, Petlibro Customer Support

Response from PetlibroSep 14, 2026

Dear Laurence, Thank you for updating your review and for explaining what happened. We sincerely apologize that you attempted to reply as requested, but your message was rejected, and that you were then contacted again through the same channel. We had sent you an email on September 8 and were waiting for your reply, but unfortunately we did not receive your reply. We understand how frustrating and unnecessarily difficult this has made the process. If you do not have other email to send to us, you can also send us a direct message through Instagram and reference your existing case so our team can continue the conversation there. If possible, please also send us a screenshot showing the “Delivery has failed” message you received when replying to our email. We will report this to our technical team so they can investigate why your reply could not reach our support system. We appreciate your continued patience and the opportunity to resolve this for you. Sincerely, Petlibro Customer Support

Response from PetlibroSep 18, 2026

Cher Florian, Nous sommes sincèrement désolés pour cette expérience et comprenons pleinement votre déception. Concernant la gamelle anti-glouton, nous reconnaissons qu’au moment de votre achat, il n’était pas clairement indiqué ni suffisamment visible qu’elle n’était pas compatible avec la version à double bol du distributeur Granary avec caméra. En réalité, cette gamelle anti-glouton est compatible avec le support de bol de la version à bol unique, mais ne peut pas être utilisée directement avec la version à double bol. Nous vous présentons nos sincères excuses pour cette confusion. Nous avons déjà demandé à notre équipe commerciale d’améliorer et de préciser la description du produit afin d’expliquer plus clairement la compatibilité entre les différentes versions et d’éviter que d’autres clients ne rencontrent le même problème. Nous sommes également désolés pour la lenteur du traitement de votre demande. Nous faisons actuellement face à un volume particulièrement important de demandes, ce qui a malheureusement allongé nos délais de réponse. Nous renforçons notre équipe, formons de nouveaux agents et optimisons nos procédures afin d’améliorer la rapidité et la qualité de notre service. Concernant les frais de retour, notre politique prévoit normalement que, pour un retour non lié à un problème de qualité du produit, les frais d’expédition du retour restent à la charge du client. Cela étant, nous comprenons parfaitement votre frustration dans ce cas précis. Nous allons également renforcer la formation de notre équipe afin que ce type de situation puisse être examiné et traité avec davantage de flexibilité en fonction du contexte de chaque commande. Nous continuerons à suivre votre dossier avec attention afin de nous assurer que votre situation soit pleinement résolue. Nous vous présentons à nouveau nos sincères excuses pour les désagréments rencontrés et vous remercions d’avoir pris le temps de nous faire part de votre expérience. Mit freundlichen Grüßen Petlibro Kundenservice

Response from PetlibroSep 15, 2026

Hi Brandy, Thank you for sharing your experience. We are very sorry that this issue has taken so much time and effort to work through, especially when you rely on the Polar feeder while traveling and need to be able to trust that your cat can access food throughout the scheduled feeding period. We also understand why the repeated troubleshooting requests became frustrating. The information, schedule details, and video you provided were intended to help our technical team understand why the feeder was closing unexpectedly during an active feeding window and determine the appropriate solution. We sincerely appreciate the time you spent helping us investigate this. During this busy period, we have experienced a significant increase in customer inquiries, which has resulted in slower response times than usual. We are actively training additional team members and improving our internal follow-up processes so that cases requiring technical review can be handled more efficiently. Please be assured that your order is within the applicable warranty coverage, and we will take responsibility for continuing to work toward an appropriate resolution. Our team has already continued reviewing your case and the information you provided, and a support specialist will remain in contact with you until the issue is properly addressed. We are especially sorry that this experience has affected your confidence in a product you depend on for your cat’s daily routine. Thank you for your patience and for giving us the opportunity to continue working with you on this. Sincerely, Petlibro Customer Support

Response from PetlibroSep 18, 2026

Dear customer, Thank you for sharing your experience. We’re very sorry that you have been waiting so long for follow-up after completing the troubleshooting and providing the requested information. 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 warranty and technical cases can be handled more promptly and consistently. At this time, we have not been able to confidently match the reviewer name “Mo A” 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 the 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 ask our support team to prioritize the follow-up for you. We sincerely apologize for the delay and appreciate you giving us the opportunity to identify the correct case and address it properly. Sincerely, Petlibro Customer Support

Response from PetlibroSep 16, 2026

Dear Richard, Thank you for sharing your experience. We are very sorry for the long delay in resolving your case and understand how frustrating it has been to repeatedly follow up after your feeder stopped working. During this period, we experienced a significant increase in customer inquiries, which unfortunately affected our response times and caused some cases to remain open longer than they should have. We are actively expanding our support team, training additional team members, and improving our internal follow-up processes so that warranty cases can be handled more promptly and consistently. We also want to reassure you that there was never any intention to delay or avoid resolving your case. We appreciate the information you provided to help us understand the issue and determine the appropriate next step. Please be assured that your product is covered by Petlibro’s 24-month warranty, and we will take responsibility for providing the appropriate warranty support. A member of our support team will follow up with you within 24 hours to review the full history of the case and continue working toward a proper resolution. We sincerely apologize again for the delay and appreciate your patience in giving us the opportunity to address this properly. Sincerely, Petlibro Customer Support

Response from PetlibroSep 12, 2026

Hi Elle, Thank you so much for sharing your wonderful experience with us. We are delighted to hear that our products and customer service have met your expectations. It is great to know that the cordless water fountain is working well for your kitten. We are happy that our technology could provide a safe and effective solution for your home. Your feedback motivates our team to continue providing high quality products for pet owners. We really appreciate your patience and if you have any further questions, please don’t hesitate to contact us.

Response from PetlibroSep 12, 2026

Hi Debra, Thank you for your message. We are incredibly grateful for your kind words regarding our team’s support. It is wonderful to hear that Kristine was able to help you resolve your issue efficiently. We take great pride in offering products and service you can depend on. If we can be of further assistance, please feel free to let us know, we spare no effort to serve you.