PetlibroReviews of petlibro.com

Response from PetlibroSep 8, 2026

Hi Jefrey, Thank you for sharing your feedback. We’re sorry that the subscription structure has caused frustration, and we appreciate the opportunity to clarify how the two services differ. If you’re referring to the AI Video service and PetCare, these are two separate optional subscriptions designed for different purposes. AI Video service: This service focuses on video recording and pet activity capture. It includes features such as live video viewing, cloud video storage and playback, automatic pet activity clips, daily highlight clips, live-view related features, and safety alerts. PetCare: PetCare focuses on AI-powered pet health analysis and ongoing health monitoring. It uses data such as eating speed, water intake, elimination frequency, stool condition, multi-pet recognition, and longer-term health trends to provide deeper health-related insights and help owners notice potential changes earlier. We also understand your concern that, given the price of the litter box, you expected more features to be included. The litter box’s core functions can still be used without purchasing either subscription. These optional services are designed to provide additional video, AI analysis, and health-monitoring features beyond the product’s basic operation. Because AI Video and PetCare serve different purposes and provide different types of features, they are offered as separate subscriptions rather than as a single combined service. Based on the reviewer name shown here, we are not able to confirm with certainty that we have matched this review to the correct support history. If you would like us to review your specific account and subscription setup, please email us at [email protected] with a screenshot of this review and a link to it. Our team will prioritize your case and clarify exactly which services are associated with your account and what each one includes. Thank you again for bringing this concern to our attention. Your feedback is valuable to us as we continue improving how we communicate the differences between our product features and optional subscription services. Sincerely, Petlibro Customer Support

Response from PetlibroSep 8, 2026

Dear customer, Thank you for updating your review. We are sorry that you are still having difficulty getting your warranty case resolved. 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 processes, and improving follow-up efficiency. We have also reinforced training for our phone support team and instructed agents to promptly return missed calls whenever possible. At this time, we are still unable to accurately match the reviewer name “KN” with a specific support case in our system. To help us locate your case as quickly as possible, could you please update this Trustpilot review and add your support ticket number? Once we have the ticket number, we can review the full case history, identify exactly where the process was delayed, and ask our support team to prioritize the follow-up. Alternatively, you may email [email protected] with a screenshot of this review and a link to it. We take warranty concerns seriously and want to make sure your case is properly identified and followed through. Thank you again for helping us locate the correct case. Sincerely, Petlibro Customer Support

Response from PetlibroSep 8, 2026

Dear Anthony, Thank you for updating your review and clarifying the problems you experienced with both Polar feeders. We have taken note of the hardware-related symptoms you described, including the persistent red indicator, the sliding lid failing to open properly, and the food tray continuing to rotate or stopping in the wrong position. We understand that these are different concerns from the software-related issues referenced in our previous response, and we’re sorry if our earlier wording gave the impression that we were attributing your entire experience to software. We have also reviewed the history of your original order and can confirm that it has already been handled through our warranty process. We do not intend to dismiss the physical failures you reported, and your feedback regarding the lid, motor, rotation alignment, and overall hardware reliability has been recorded for our product and engineering teams. Thank you for taking the time to provide the additional detail. Feedback like this is important to us as we continue working to improve the reliability and durability of the Polar feeder. Sincerely, Petlibro Customer Support

Response from PetlibroSep 9, 2026

Hi Blake, Thank you for taking the time to share your experience. We are very sorry that your warranty process took far longer than expected and that the support experience left you feeling ignored after you had already provided extensive troubleshooting details, videos, and proof of purchase. 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 processes, and working to respond to every inquiry as quickly and consistently as possible. We would also like to clarify that our online support center is available here: https://petlibro.com/pages/help-center We understand your frustration with the earlier warranty process, especially after you had already completed extensive troubleshooting and provided the requested information. We are sorry that the process involved more back-and-forth and took longer than it should have. Your case has been prioritized, and a dedicated member of our support team will follow up with you within 24 hours to review the current situation and provide a clear update. Thank you again for bringing this to our attention. Your feedback is helping us improve both our warranty process and the way we follow up with customers. Sincerely, Petlibro Customer Support

Response from PetlibroSep 10, 2026

Bonjour, Merci d’avoir pris le temps de partager votre expérience. Nous sommes désolés d’apprendre que votre Dockstream Smart Fountain 2 ne fonctionne plus correctement et que vous n’avez pas reçu de réponse de notre service client dans les délais attendus. En raison d’une forte augmentation récente du nombre de demandes, nos délais de réponse ont été plus longs que d’habitude. Nous renforçons actuellement notre équipe et améliorons nos processus internes afin de pouvoir traiter les demandes plus rapidement et de manière plus régulière. À ce stade, nous n’avons pas pu retrouver avec certitude votre dossier à partir du nom de profil « Dmlk » utilisé sur Trustpilot. Si le problème n’est toujours pas résolu, vous pouvez soit nous contacter à [email protected] en joignant une capture d’écran de cet avis ainsi que le lien vers celui-ci, soit mettre à jour votre avis Trustpilot en y ajoutant votre numéro de ticket. Cela nous permettra de retrouver plus rapidement l’historique de votre dossier, de comprendre précisément ce qui s’est passé et de reprendre le suivi sans vous demander de recommencer depuis le début. Dès que nous aurons pu identifier votre dossier, celui-ci sera traité en priorité. Merci encore d’avoir porté ce problème à notre attention. Cordialement, Petlibro Customer Support

Response from PetlibroSep 8, 2026

Hi Ching-Shan, Thank you for sharing your experience. We are sorry that it was difficult to reach a human representative when you needed assistance. 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 also been prioritized. We would also like to clarify that Petlibro does offer phone support. You can reach our customer service team at: +1 (855) 920-4555 We also noticed that your current request is related to changing the shipping address. Since the parcel is being fulfilled and delivered through Amazon logistics, we are unfortunately unable to modify the delivery address from our side once the shipment is already in process. Could you please let us know whether a family member, friend, neighbor, or someone else at the original delivery address may be able to receive the parcel for you? A dedicated member of our support team will follow up with you again within 24 hours to continue assisting with your case. Thank you for bringing this to our attention and for giving us the opportunity to help. Sincerely, Petlibro Customer Support

Response from PetlibroSep 3, 2026

Hi Richard, Thank you so much for sharing your wonderful experience with our support team and your automatic litter box. We are thrilled to hear that you are satisfied with the product and would recommend it to others. Your kind words truly mean a lot to 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 3, 2026

Hi Kristina, We are so happy to hear about your positive experience with our support team. Providing seamless assistance and ensuring our customers feel well-supported is always our goal. We will be sure to pass your kind words along to Randy and the rest of the team. If we can be of further assistance, please feel free to let us know, we spare no effort to serve you.