PetlibroReviews of petlibro.com

Response from PetlibroAug 27, 2026

Hi Radha, Thank you for taking the time to share your experience. We truly appreciate your feedback and understand how important reliability is when customers depend on an automatic feeder to care for their pets while away from home. Regarding the recent Petlibro App and cloud service disruption, the service has since been restored. Under normal operation, feeding schedules that have already been saved to the feeder are designed to continue running locally even if the App or cloud service is temporarily unavailable. We took the reports from this incident very seriously and did not treat them as an isolated event. Our technical team has completed a deeper review, identified the key factors involved, and is continuing to improve the system. The next firmware version will include further optimizations to strengthen the reliability of locally stored feeding schedules during App or cloud service interruptions. We also appreciate your follow-up confirming that your feeder is now operating normally again after the firmware update. Feedback like yours helps us verify real-world performance and identify where further improvements can make the product more dependable. We also appreciate that you continued working with Petlibro through the issues you experienced with previous units. Our support team provided assistance each time, and we understand that repeated product concerns can still affect confidence. Your continued feedback has been valuable in helping us improve product reliability and the overall support experience. At Petlibro, we place a strong focus on product reliability and customer experience. We will continue listening to customer feedback, improving our technology, and strengthening our support processes so that customers can feel more confident relying on our products. Thank you again for helping us improve. Sincerely, Petlibro Customer Support

Response from PetlibroSep 16, 2026

Bonjour Chloé, Merci d’avoir pris le temps de partager votre expérience. À la suite de vos différents échanges avec notre service client, votre dossier a bien été transmis à notre équipe technique pour une analyse plus approfondie. Les éléments que vous aviez fournis, notamment les photos, les informations sur les différents types de litière testés ainsi que vos retours concernant l’analyse IA, ont été pris en compte dans cette revue. Notre équipe technique a également travaillé sur les données de reconnaissance IA associées à votre appareil et a apporté des corrections afin d’améliorer la précision de certaines détections. Nous avons ensuite poursuivi l’examen global de votre dossier afin d’éviter de vous demander de répéter les mêmes vérifications et pour pouvoir vous proposer une solution adaptée à votre situation. Une solution vous a finalement été communiquée par notre équipe après cette revue technique. En parallèle, vos retours concernant le fonctionnement de la Luma Smart, les cycles de nettoyage et les fonctions intelligentes ont été transmis aux équipes concernées afin de contribuer à l’amélioration continue du produit et des services associés. Nous regrettons que le traitement de votre dossier ait pris plus de temps que prévu, mais nous vous remercions d’avoir fourni autant d’informations détaillées, qui ont permis à nos équipes de mieux analyser la situation. Cordialement, Petlibro Customer Support

Response from PetlibroSep 18, 2026

Dear Steve, Thank you for sharing your experience. We sincerely apologize for the delay and for the confusion caused by the different information you received regarding the replacement. After reviewing the case history, we can see that you completed the requested troubleshooting and provided video and temperature evidence showing that the feeder was not cooling properly.  Unfortunately, a newer member of our support team had not fully understood our 24-month warranty policy and provided incorrect information regarding your case. We sincerely apologize for this mistake and the confusion it caused. We are also sorry that the case then remained without timely follow-up. During this period, we experienced a significant increase in customer inquiries, which unfortunately affected our response times. We are actively expanding our support team, strengthening training, and improving our internal review and escalation processes so that cases like this are handled more accurately and consistently. A specialist will review the full history of your case and follow up with you within 24 hours to clarify the next step and continue working toward an appropriate resolution. We sincerely appreciate your patience and the opportunity to correct the handling of this case. Sincerely, Petlibro Customer Support

Response from PetlibroSep 20, 2026

Dear Artem, Thank you for taking the time to share your experience. We understand how concerning it is when multiple feeders become unavailable at the same time, especially when you rely on them to feed your cats while you are away. The connection behavior you described may have coincided with the App and cloud service disruption we experienced in August. That service issue has since been resolved, and the App has returned to normal operation. Our technical team has also continued working on system and firmware improvements to strengthen feeding reliability, including reducing the impact that future App or cloud-service interruptions may have on scheduled feeding. We would also like to check whether your feeders have since returned to normal operation. At this time, we have not been able to confidently match the reviewer name “Artem Kanaki” with a previous 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, please update this Trustpilot review with your support ticket number. This will allow us to locate your previous communication accurately, review the full history, and ask our support team to prioritize the follow-up for you. Thank you again for bringing this to our attention. We will continue working to improve both device reliability and the support experience. Sincerely, Petlibro Customer Support

Response from PetlibroSep 20, 2026

Dear Mylo, Thank you for sharing your experience. We understand how important it is to be able to rely on an automatic feeder, especially when you are away from home. The issue you described occurred around the time of the Petlibro App and cloud service disruption in August. The service has since been restored, and our technical team has continued working on system and firmware improvements to strengthen feeding reliability and reduce the impact that future App or cloud-service interruptions may have on scheduled feeding. We also noted that you previously confirmed on August 3 that the feeder had resumed feeding, and we appreciate you keeping us updated. We have also received the additional concerns you reported afterward and will continue reviewing them with you. Due to a significant increase in customer inquiries, our response times have unfortunately been slower than usual. Please rest assured that we are actively training additional team members and working hard to respond to every inquiry as quickly as possible. We have confirmed that your order is still within Petlibro’s 24-month warranty period, and we will continue to provide the appropriate after-sales support for your case. A member of our customer service team will follow up with you within 24 hours to continue the review and discuss the next steps. Thank you again for your feedback and patience. Sincerely, Petlibro Customer Support

Response from PetlibroSep 20, 2026

Dear customer, Thank you for sharing your experience. We understand how frustrating it must have been to have all three devices go offline at the same time after you had already spent considerable effort getting them connected. The issue you described occurred around the time of the Petlibro App and cloud service disruption in August. That service issue has since been resolved, and the App has returned to normal operation. Our technical team has also continued working on system and firmware improvements to strengthen device reliability. This includes improving how scheduled feeding continues during App or cloud-service interruptions and helping the fountain continue providing water independently of App connectivity where applicable. During this busy period, we also experienced a significant increase in customer inquiries, which unfortunately made our response times slower than usual. Please rest assured that we are actively training additional team members and working hard to respond to every inquiry as quickly as possible. We would like to check whether your feeders and fountain have since returned to normal operation. At this time, we have not been able to confidently match the reviewer name “PE” with a previous support case in our system. It is possible that you contacted us using a different name, full name. If any of the devices are still having issues, 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, and prioritize the follow-up with our support team. Thank you again for bringing this to our attention and for giving us the opportunity to assist further. Sincerely, Petlibro Customer Support