PetlibroReviews of petlibro.com

Response from PetlibroSep 7, 2026

Hi Gabriellia, We are absolutely thrilled to hear about your positive experience with our products and our support team. It is wonderful to know that you are happy with your RFID feeders and Dockstream. Our team strives to provide quick and patient assistance to all our customers, and your kind words truly motivate us. We are honored to have you as a loyal member of the Petlibro family. If we can be of further assistance, please feel free to let us know, we spare no effort to serve you.

Response from PetlibroSep 11, 2026

Dear customer, Thank you for sharing your experience. We are very sorry that you have had difficulty reaching our support team regarding the cooling issue with your Polar Wet Food Feeder. 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 support processes so that cases can be reviewed and followed up more efficiently. At this time, we have not been able to accurately match the reviewer name shown here with a specific support case in our system. If your issue is still unresolved, please email us at [email protected] with a screenshot of this review and a link to it. Alternatively, you may update this Trustpilot review to include your support ticket number so we can identify your case more quickly. Once we are able to locate your case and verify the applicable warranty information, we will prioritize the review and provide the appropriate support. Thank you for bringing this to our attention and giving us the opportunity to assist you. Sincerely, Petlibro Customer Support

Response from PetlibroSep 6, 2026

Hi Patrick, Thank you for your message. I understand your concern about the initial delay you experienced with our response times. We are so pleased to hear that our team was able to turn things around and resolve the issue with your device. It is wonderful to know that your cats are back to their regular feeding schedules. We truly appreciate your patience and the time you took to share your positive outcome with us. If we can be of further assistance, please feel free to let us know, we spare no effort to serve you.

Response from PetlibroSep 7, 2026

Hi Layla, Thank you for taking the time to share your experience. We understand how upsetting and disruptive this situation has been, especially when you rely on the feeder to care for your senior cat while you are away from home. We are especially sorry that the issue disrupted your work trip and forced you to return home unexpectedly to make sure your cat could eat and receive the medication added to the food. Regarding the Petlibro App and cloud service disruption in August, the service has since been restored. Under normal operation, feeding schedules that have already been successfully saved to the feeder are designed to continue running locally even if the App or cloud service is temporarily unavailable. The information previously shared about saved feeding schedules continuing locally was based on the feeder’s intended behavior and was not meant to mislead customers. We are sorry that your feeder did not behave as expected in this case. We have not treated this as an isolated incident. Our technical team has continued reviewing what happened and is working on a new firmware version with further optimizations intended to strengthen the reliability of locally stored feeding schedules during App or cloud service interruptions. We also want to reassure you that your feeder is covered by Petlibro’s 24-month warranty. Your case has been prioritized, and we will provide the appropriate warranty support based on the information already available in your case. A dedicated member of our support team will follow up with you within 24 hours to review the current situation and provide the most appropriate next step. We understand that you have already spent significant time troubleshooting and dealing with this issue, so our team will continue from the information you have already provided rather than asking you to start over. Thank you for bringing this to our attention. We take feeding reliability, customer trust, and the needs of pets who depend on our products seriously. Your feedback is helping us improve both our products and the way we support customers who rely on them. Sincerely, Petlibro Customer Support

Response from PetlibroSep 6, 2026

Hi Finn, Thank you for your message. I understand your concern about the feeder issue you encountered. We are glad to hear that our support team was able to assist you promptly and ensure your warranty replacement was sent out quickly over the weekend. We truly appreciate you taking the time to share your feedback and positive experience with our service. If we can be of further assistance, please feel free to let us know, we spare no effort to serve you.

Response from PetlibroSep 7, 2026

Hi Suzanne, Thank you for taking the time to share your experience. We truly appreciate that you have enjoyed using your Dockstream 2 fountain, and we are sorry that the support experience has not matched the positive experience you have had with the product. We understand how frustrating it was to complete the requested troubleshooting, provide the video, and then be told that your case had been escalated with an expected response within 3 business days, only to wait much longer and have to follow up repeatedly for an update. 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 process so that escalated warranty cases can be reviewed and followed up more consistently and efficiently. Your fountain remains covered by Petlibro’s 24-month warranty, and we will honor that coverage. Your case has now been prioritized, and a dedicated member of our support team will follow up with you within 24 hours with a clear next step. We will continue from the troubleshooting and evidence you have already provided, so you will not need to repeat the same information again. We sincerely appreciate your patience and the fact that, despite this support experience, you have continued to express how much you enjoy the product. Your feedback is helping us improve the way we handle warranty cases and customer follow-up. Sincerely, Petlibro Customer Support

Response from PetlibroSep 7, 2026

Hi Coralie, Merci d’avoir pris le temps de partager votre expérience. Nous apprécions sincèrement la confiance que vous avez accordée à Petlibro en choisissant plusieurs de nos distributeurs RFID, et nous sommes désolés que le suivi de votre demande de remplacement ait pris plus de temps que prévu. Nous comprenons à quel point il est frustrant d’avoir reçu rapidement une première réponse, puis de devoir attendre sans nouvelle alors que le distributeur ne reconnaît plus le collier RFID et que votre chat ne peut plus accéder normalement à ses croquettes. Pendant cette période chargée, nous avons connu une forte augmentation du nombre de demandes, ce qui a entraîné des délais de réponse plus longs que d’habitude. Nous renforçons actuellement notre équipe, améliorons la formation de nos agents et optimisons notre processus interne afin que les demandes de garantie et de remplacement puissent être suivies de manière plus régulière et plus efficace. Nous tenons également à vous rassurer : pour les produits éligibles achetés auprès de nos canaux autorisés, Petlibro offre une garantie de 24 mois. Une fois les informations de votre dossier vérifiées, nous honorerons la prise en charge applicable dans le cadre de cette garantie. Votre dossier a été priorisé, et un membre dédié de notre équipe vous contactera dans les 24 heures afin de reprendre le suivi à partir des informations déjà fournies et de vous communiquer clairement la prochaine étape. Merci encore pour votre patience, votre confiance continue envers Petlibro et pour avoir porté cette situation à notre attention. Vos remarques nous aident à améliorer à la fois notre processus de garantie et la qualité de notre service client. Cordialement, Petlibro Customer Support

Response from PetlibroSep 7, 2026

Hi Natasha, Thank you for taking the time to share your experience. We are very sorry that your warranty case has taken much longer than expected and that you had to follow up several times without receiving a clear update. We understand how frustrating it is to be told that your case would be reviewed within three business days and then wait weeks without a response, especially after you had already been advised that a replacement would be considered. 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 process so that escalated warranty cases can be reviewed and followed up more consistently and efficiently. We have confirmed that your product is still within Petlibro’s 24-month warranty period. We will continue reviewing the issue based on the troubleshooting and information, and we will make sure the appropriate warranty support is provided. Your case has now been prioritized, and a dedicated member of our support team will follow up with you within 24 hours with a clear update and the appropriate next step. Thank you for bringing this to our attention. We take warranty support and customer follow-up seriously, and your feedback is helping us improve our service process. Sincerely, Petlibro Customer Support