PetlibroReviews of petlibro.com

Response from PetlibroSep 20, 2026

Bonjour Mathieu, Merci d’avoir pris le temps de partager votre expérience. Nous sommes sincèrement désolés que vous ayez dû attendre aussi longtemps sans disposer d’informations suffisamment claires sur l’acheminement de votre fontaine. Nous comprenons parfaitement à quel point cette attente a pu être frustrante, surtout après plusieurs relances de votre part. Durant cette période, nous avons reçu un volume de demandes nettement plus important que d’habitude, ce qui a malheureusement ralenti certains suivis. Nous renforçons actuellement notre équipe, formons de nouveaux collaborateurs et améliorons nos procédures internes afin que les clients puissent recevoir des réponses plus rapides et un suivi plus régulier. Après vérification, la fontaine avait été expédiée séparément du reste de votre commande avec un autre numéro de suivi. Elle a ensuite été indiquée comme livrée le 19 août, et nous vous remercions d’avoir confirmé sa bonne réception. Même si la livraison a finalement été effectuée, nous comprenons que le manque de communication pendant l’attente ait rendu l’expérience bien plus stressante qu’elle n’aurait dû l’être. Votre retour nous est précieux et nous aide à améliorer la manière dont nous communiquons lorsqu’une commande est expédiée en plusieurs colis ou lorsqu’un suivi prend plus de temps que prévu. Merci encore pour votre patience et pour nous avoir donné l’occasion de revenir sur cette situation. Cordialement, Petlibro Customer Support

Response from PetlibroSep 20, 2026

Liebe Jenny, vielen Dank, dass Sie Ihre Erfahrung mit uns geteilt haben. Wir verstehen, wie frustrierend es ist, eine Rückgabe rechtzeitig anzufragen und dann länger als erwartet auf eine konkrete Rückmeldung und die nächsten Schritte warten zu müssen. Aufgrund eines deutlich erhöhten Anfrageaufkommens waren unsere Antwortzeiten in diesem Zeitraum leider länger als üblich. Bitte seien Sie versichert, dass wir derzeit zusätzliche Teammitglieder schulen und unsere internen Abläufe verbessern, damit Rückgabeanfragen schneller und verlässlicher bearbeitet werden können. Wir sehen, dass Sie Ihren Rückgabewunsch bereits innerhalb der angegebenen 30-Tage-Rückgabefrist mitgeteilt und anschließend mehrfach nach den Rücksendeinformationen gefragt haben. Ihr Anliegen wurde bereits an unser Support-Team weitergeleitet. Ein Mitglied unseres Teams wird sich innerhalb von 24 Stunden erneut bei Ihnen melden, um Ihren Rückgabevorgang weiterzuführen und Ihnen die nächsten Schritte mitzuteilen. Vielen Dank für Ihre Geduld und dafür, dass Sie uns die Möglichkeit geben, den Vorgang weiter zu klären. Mit freundlichen Grüßen Petlibro Kundenservice

Response from PetlibroSep 20, 2026

Dear customer, Thank you for taking the time to share your feedback. We’re sorry to hear about your concerns with the filter fit, pump maintenance, and your overall experience with the product. At this time, we have not been able to confidently match the reviewer name “Andy” with a specific 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 accurately locate your previous communication, review the details of the filter and fountain involved, and arrange for our support team to prioritize the follow-up. We take concerns related to water quality, filtration, and fountain maintenance seriously, and we would like the opportunity to review the exact product and filter version you received so we can determine the appropriate next step. Thank you again for bringing this to our attention. Sincerely, Petlibro Customer Support

Response from PetlibroSep 20, 2026

Dear Hannah, Thank you for sharing your experience. We’re sorry to hear that the fountain has been overflowing and leaking, especially after you have already tried adjusting the water level and using a mat underneath it. We’re not able to confirm from this review whether you have already contacted our support team about the issue. If the problem is still unresolved, please contact us at [email protected] so our team can help investigate the cause and provide the appropriate next steps. After contacting us, please update this Trustpilot review with your support ticket number. This will allow us to quickly locate your case and ask our support team to prioritize the follow-up for you. Thank you again for bringing this to our attention. We would appreciate the opportunity to help get this properly addressed. Sincerely, Petlibro Customer Support

Response from PetlibroAug 13, 2026

Hi Kim, Thank you for recommending Petlibro to your friend and for placing your trust in our products. We are truly sorry that this experience has been so disappointing, especially as the order was placed in preparation for an upcoming trip. We also sincerely apologize that your friend did not receive clear updates despite reaching out several times. Our official support line is +1 (855) 920-4555, and our support team can also be reached at [email protected]. You can always reach out to us through either of these channels whenever you or your friend need assistance. As the order was placed by your friend, we have not been able to locate the relevant support case based on the information available in this review. If the issue is still unresolved, please ask your friend to email us at [email protected] with a link to this review and a screenshot of it. This will help us identify the case quickly, and our team will prioritize the follow-up and respond within 24 hours. We truly appreciate you bringing this to our attention. We are very sorry that your recommendation resulted in an experience that did not meet either your or your friend’s expectations, and we would appreciate the opportunity to make sure the matter is properly addressed. Sincerely, Petlibro Customer Support

Response from PetlibroSep 20, 2026

Dear Val, Thank you for sharing your experience. We’re very sorry that this case has taken so much time and effort to resolve, especially after you had already completed the requested troubleshooting and provided the photos, video, and other information needed for our review. We understand that accurate portion control is particularly important in your situation, and we appreciate the detailed video you provided showing that the amount dispensed did not match the amount shown in the App. Due to a significant increase in customer inquiries during this period, our response times were unfortunately slower than usual. We are actively expanding and training our support team and improving our internal processes so that warranty cases can be handled more promptly and consistently. Your feeder is within our 24-month warranty period, and our team has already been working with you under that warranty. We also understand that the initial solution did not fully resolve the situation, as the unit you received afterward did not include everything needed for normal use. We will continue to take responsibility for your case until an appropriate resolution is reached. A member of our customer service team will follow up with you within 24 hours to review the latest status and continue working toward a complete solution. We sincerely appreciate the patience you have shown throughout this process and the opportunity to put this right. Sincerely, Petlibro Customer Support

Response from PetlibroSep 22, 2026

Dear Sam, Thank you for taking the time to share your experience. We understand how frustrating it was to believe the subscription had been cancelled in the Petlibro App and then later find that the Google Play subscription was still active. We would like to clarify that subscription cancellation and refund handling depends on the platform through which the subscription was originally purchased. For subscriptions purchased and billed directly through Petlibro, our support team can assist with cancellation and refund requests. However, subscriptions purchased through Google Play are managed by Google Play, including cancellation and refund requests. For reference, we provide additional guidance on how subscriptions purchased through different platforms are managed in our FAQ here: https://petlibro.com/pages/how-to-cancel-a-petibro-subscription-and-request-a-refund?_pos=1&_sid=5e41cdd2a&_ss=r We also understand your feedback that the distinction between cancelling within the Petlibro App and cancelling a Google Play-managed subscription was not clear enough during your experience. We take this feedback seriously and will continue improving our subscription guidance so that customers can more easily understand where their subscription is managed and what steps are required to fully cancel it. We’re sorry that you were passed between different support channels while trying to resolve this. Our intention was not to avoid assisting you, but to direct the request to the platform responsible for managing the transaction. Thank you again for bringing this to our attention and for helping us identify where our subscription guidance can be made clearer. Sincerely, Petlibro Customer Support