PetlibroReviews of petlibro.com

Response from PetlibroSep 20, 2026

Dear Marie, Thank you for sharing your experience. We’re very sorry to hear how frustrating it has been to experience repeated connection problems with two RFID feeders, especially after you had already tried adjusting the placement and checking for possible sources of interference. We also noticed that your review was posted during 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 continued working on system and connectivity improvements to reduce the impact of similar service interruptions in the future. We would like to check whether your feeders have since returned to normal operation. At this time, we have not been able to confidently match this review with a previous support case in our system. It is possible that you contacted us using a different name, full name. If you have already contacted our support team and the issue is still unresolved, please update this Trustpilot review and add your support ticket number. This will allow us to quickly locate your previous communication, review the full history, and arrange for our support team to prioritize the follow-up for you. Thank you again for bringing this to our attention and for giving us the opportunity to assist further. Sincerely, Petlibro Customer Support

Response from PetlibroSep 22, 2026

Dear James, Thank you for sharing your experience. We understand how concerning it is to rely on an automatic feeder while you are away and then be unable to confirm whether your cats have been fed. The service interruption that occurred in August has since been resolved, and the App and related services have returned to normal operation. Our technical team is also continuing to improve system and firmware reliability so that scheduled feeding can remain as dependable as possible even if the App or cloud service experiences an interruption. At this time, we’re not sure whether you have previously contacted our support team, as we have not been able to confidently match the reviewer name “James Ford” with a specific support case in our system. If you have already contacted us and the issue is still unresolved, please update this Trustpilot review with your support ticket number so we can quickly locate your previous communication and prioritize the follow-up. If you have not yet contacted our support team and the issue is still ongoing, please email us at [email protected] and include a screenshot of this Trustpilot review together with the link to the review. This will help our team identify the context more quickly, review the situation, and provide further assistance. Thank you again for bringing this to our attention and for giving us the opportunity to review your case more closely. Sincerely, Petlibro Customer Support

Response from PetlibroAug 18, 2026

Hi Stefano, Thank you for taking the time to share such detailed feedback, and especially for continuing to choose Petlibro over the years despite the repeated frustrations you have experienced with your Polar feeders. We are genuinely sorry to hear that you have encountered reliability issues across multiple units, including the continuous tray rotation problem and, more recently, a cooling issue that caused the food to spoil. We completely understand why experiencing repeated failures across several feeders would significantly affect your confidence in the product. We also recognize your frustration with the support experience. When a customer has already spent time troubleshooting recurring issues, waiting several days for a response or receiving guidance that does not move the case forward is understandably disappointing. We are continuing to strengthen our support team and internal processes so that cases can be reviewed and handled more efficiently. Your feedback regarding product reliability is particularly important to us. Our technical team has analyzed the continuous tray rotation and cooling issues you mentioned, and we have introduced an upgraded version of the AF109 with improvements aimed at enhancing reliability. We will continue listening to customer feedback and refining the product to help reduce the likelihood of similar issues in the future. We also truly appreciate that, even after returning the affected feeder, you chose to purchase another Polar feeder. We do not take that continued trust in Petlibro for granted, especially given the frustration you have experienced. We have also arranged for a dedicated member of our support team to follow up with you directly and provided an appropriate solution based on your situation. We sincerely hope we can improve your experience and rebuild your confidence in Petlibro. Thank you again for your continued support over the years and for bringing these recurring concerns to our attention. Sincerely, Petlibro Customer Support

Response from PetlibroAug 13, 2026

Hi James, Thank you for sharing your experience. We are truly sorry that you have been trying for several weeks to resolve a missing order without receiving the level of support or follow-up you expected. We also apologize that the response you received did not properly reflect the shipping method used for your order. We understand how frustrating it must have been to receive a general suggestion to check with neighbors or the post office without first confirming the actual carrier for your shipment. In such cases, we should have verified the logistics provider first and either contacted the carrier directly or guided you to the correct next steps accordingly. Your feedback has been shared with our team so we can improve how carefully shipping details are reviewed before guidance is provided. We are also sorry for the delay in our responses. During this busy period, we have experienced a higher volume of customer inquiries than usual, and we are actively training additional team members and improving our internal processes to respond more efficiently and accurately. As we were unable to locate a matching support ticket based on the information available, if your issue is still unresolved, please copy this review link and provide a screenshot of and contact us at [email protected]. Our team will follow up within 24 hours to assist you. Thank you for bringing this to our attention. We understand that this experience has affected your confidence in Petlibro, and we sincerely appreciate the opportunity to make things right. Sincerely, Petlibro Customer Support