PetlibroReviews of petlibro.com

Response from PetlibroSep 10, 2026

Hi Holly, Thank you for sharing your experience. We are very sorry that it has been difficult to get timely support while you were trying to arrange a return for your litter box. 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 support processes so that return and warranty-related cases can be followed up more efficiently. We also want to clarify that Petlibro does provide human customer support. Our team has already spoken with you by phone regarding your return request, and your case remains under follow-up. Regarding your concern that the waste container fills up very quickly, we would also like to better understand whether the waste bin is actually full when you empty it, or whether the App is reporting that it is full while there is still space remaining. If the bin is not actually full, this can sometimes be caused by waste accumulating in one area directly below the opening, the waste bag not being laid flat and interfering with the sensor, larger litter clumps taking up more space, or temporary sensor interference. Warm moisture from freshly deposited waste may also occasionally affect detection. To help reduce this, please make sure the waste bag is fitted flat against the bottom and sides of the bin and check whether Waste Cover Assist is enabled under Cleaning Mode Settings in the App, which can help distribute waste more evenly inside the container. Your order is still within the applicable return period, and we will continue to take responsibility for reviewing your request and providing the appropriate next step. A dedicated member of our support team will follow up with you within 24 hours. For the specific litter box behavior and return request, our specialist will continue communicating with you directly by email so we can review the details properly and provide the most appropriate solution. Thank you for your patience and for giving us the opportunity to address this properly. Sincerely, Petlibro Customer Support

Response from PetlibroSep 10, 2026

Hi Scott, Thank you for sharing your experience. We are very sorry that your Granary Smart Feeder arrived with visible yellow discoloration on the front of the white unit. We understand how disappointing it is to receive a new product in that condition. We have noted that you already submitted the issue through our online support form. A dedicated member of our support team will follow up with you within 24 hours to continue assisting with your case. We will also forward the product photos you provided to our quality team for further review so they can determine whether this appears to be an isolated cosmetic manufacturing issue or a color-related issue affecting a particular batch of inventory. Thank you for bringing this to our attention. We take product appearance and quality concerns seriously, and we appreciate the opportunity to review this properly and provide you with the appropriate next step. Sincerely, Petlibro Customer Support

Response from PetlibroSep 10, 2026

Hi Chris, Thank you for taking the time to follow up again. We are very sorry that this issue has continued for so long and that our previous follow-up did not meet the expectation we set. During this busy period, we have experienced a significant increase in customer inquiries, which has unfortunately resulted in slower response times and delays between follow-ups. We are actively training additional team members and improving our internal processes so that open cases can be handled more consistently and efficiently. We also want to clarify that our support team has continued working on your case and provided solution options again on August 5 and August 27. We are sorry that the high volume of emails and the gaps between responses made it feel as though no action was being taken. We understand that your request has remained straightforward: you want the order you paid for to be properly resolved. Your case has now been prioritized again, and a dedicated member of our support team will follow up with you within 24 hours to continue from the existing case history and provide a clear next step. We sincerely apologize that the communication delays have added further frustration to an already difficult delivery issue. Thank you for giving us another opportunity to address this properly. Sincerely, Petlibro Customer Support

Response from PetlibroSep 9, 2026

Hi there, Thank you for your message. We are delighted to hear that you received quick and helpful customer service. We truly appreciate you sharing your positive experience with us. We really appreciate your patience and if you have any further questions, please don’t hesitate to contact us.

Response from PetlibroSep 9, 2026

Hi Morgane, Thank you for taking the time to share your experience. We are very sorry that you have been waiting so long for the missing fountain from your bundle and that the lack of follow-up made you feel ignored. We understand how upsetting it is to have paid for a bundle but only received part of the order. Our records show that you provided your order information, confirmed that the fountain was missing, and requested a replacement. Your case was then escalated for further review. We would also like to clarify that Petlibro did not intentionally keep your payment without sending the product. The issue is that the fountain included in your bundle was not successfully delivered with the rest of the order, and the follow-up process to resolve the missing item took far longer than it should have. We sincerely apologize for that delay and for the impression this created. During this busy period, we have experienced a significant increase in customer inquiries, which has resulted in slower response times than usual. Please rest assured that we are actively training additional team members, strengthening our support processes, and working to respond to every inquiry as quickly as possible. Your case has now been prioritized, and a dedicated member of our support team will contact you within 24 hours to provide a clear update and continue working toward a resolution for the missing item. Thank you for your patience and for giving us the opportunity to address this properly. Sincerely, Petlibro Customer Support

Response from PetlibroSep 8, 2026

Hi Suchi, Thank you for taking the time to share your experience. We are truly sorry that your warranty case took much longer than expected, especially after you had already completed the requested troubleshooting and provided the information needed for review. 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, strengthening our support team, and improving our internal processes so that warranty cases can be reviewed and followed up more efficiently. We have confirmed that your feeder is covered by Petlibro’s warranty, and we will make sure the appropriate warranty support is provided. Our support specialist contacted you directly today and has already provided a clear solution for your case. We sincerely appreciate your patience and the time you spent cooperating with the troubleshooting and warranty process. We know how important reliable cooling is when you depend on the feeder for your cat’s daily meals, and we appreciate the opportunity to resolve this properly and improve your experience with Petlibro. Sincerely, Petlibro Customer Support

Response from PetlibroSep 11, 2026

Hi Lilly, Thank you for sharing your experience. We are very sorry that the return process took much longer than expected and required so much back-and-forth. We understand how frustrating it was to spend weeks troubleshooting a litter box that you felt was not working properly. We would like to clarify a few points for accuracy. Our return policy does allow eligible returns within the return period, but a no-reason return is different from a confirmed quality-related return. If a product defect is confirmed, Petlibro can provide the applicable warranty support. If a defect cannot be confirmed, return shipping and certain return-related costs may still apply under the return policy. We’re glad that the return process has now been completed, and we appreciate the time and effort you spent working through the case with our team. Our support team also followed up with you again on September 8 to provide further clarification regarding the return arrangement and related details. We hope the additional goodwill support provided can still be of some value to you. Regarding the communication process, we acknowledge that the troubleshooting took too long and that some of our replies did not make the next steps clear enough. We are continuing to improve our support processes and team training so that cases like this can be handled more efficiently and with less repetition. We appreciate the time and effort you put into providing photos, videos, and detailed feedback throughout the process. Your comments about both the product experience and the support process have been noted and will help us continue improving. Sincerely, Petlibro Customer Support