PetlibroReviews of petlibro.com

Response from PetlibroOct 20, 2026

Dear Lauren, Thank you for sharing your experience. We sincerely apologize for the frustration and disappointment you've experienced with your Petlibro Stainless Steel Water Fountain and our customer support. We understand how concerning it must be to discover black buildup around the pump despite following the recommended cleaning instructions, especially when your pet's health and safety are involved. We take concerns about product hygiene and pet safety seriously, and we sincerely regret the worry this has caused. We are also very sorry that, after waiting for assistance, you received an incorrect replacement part that was unrelated to your fountain. This should not have happened, and we understand how frustrating it must have been to repeatedly contact us without receiving the help you needed. Due to a significantly higher volume of support inquiries than usual, our response times have unfortunately been longer than expected. We are actively expanding and training our support team and improving our internal processes. However, we recognize that this does not excuse the delays or the incorrect replacement part. We appreciate the photos and information you've already provided. We've located your support case and understand that you are requesting the correct replacement pump for your Stainless Steel Water Fountain. Your request has been escalated to our human support team for further review, and we will work toward an appropriate resolution without asking you to repeat information you've already shared. We sincerely apologize that your experience has left you feeling unheard. Your concerns matter to us, and we appreciate the opportunity to address both the product issue and the service failures you've experienced. Sincerely, Petlibro Customer Support

Response from PetlibroOct 20, 2026

Dear Nikki, Thank you for sharing your experience again. We sincerely apologize for the continued frustration and disappointment you've experienced with both your Petlibro Polar feeder and our customer support. We completely understand why you're upset. You were initially promised a follow-up within three working days, and later assured that someone would contact you within 24 hours. Unfortunately, neither commitment was met. We recognize how frustrating it must be to repeatedly reach out for assistance without receiving a meaningful response, especially when your feeder is still within its warranty period. We've been experiencing a significantly higher volume of customer inquiries than usual, which has unfortunately affected our response times. However, we recognize that this does not excuse our failure to follow through on our promises. We are actively strengthening our support team, improving staff training, and reviewing our escalation and follow-up processes to prevent similar situations. We also sincerely appreciate the time and effort you've already spent troubleshooting the feeder and providing a video demonstrating the issue. We understand that you've done everything requested of you, and you should not have had to repeatedly chase us for an update. Please rest assured that we recognize your product is still within our 24-month warranty period, and we remain committed to honoring our warranty obligations. Your case has been flagged for priority attention so our customer support team can review the information you've already provided and work toward an appropriate warranty resolution. We're truly sorry that our lack of timely communication has affected your confidence in Petlibro. Thank you for your patience and for giving us the opportunity to address this matter. Sincerely, Petlibro Customer Support

Response from PetlibroOct 20, 2026

Dear Riley, Thank you for sharing your experience. We sincerely apologize for the frustration and disappointment you've experienced over the past few months. We understand how upsetting it must have been to receive only part of your order, discover that the remaining items were out of stock, and then face repeated delays in getting assistance. This is certainly not the shopping or customer service experience we want anyone to have. Due to a significantly higher volume of customer inquiries than usual, our response times have unfortunately been longer than expected. We are actively expanding and training our support team and improving our internal processes to provide faster and more consistent assistance. However, we recognize that this does not excuse the inconvenience you've experienced. We also sincerely appreciate your patience and cooperation throughout this process, especially the time you've spent following up with us and working with your bank. We understand your concern about the outstanding refund and sincerely apologize that it has taken longer than the timeframe originally provided. Our support team has followed up with the relevant department to verify the status and will continue working toward a resolution. We're truly sorry that this experience has affected your confidence in Petlibro. Your feedback is important to us, and we appreciate the opportunity to address your concerns and improve our service. Sincerely, Petlibro Customer Support

Response from PetlibroOct 20, 2026

Dear Andreas, Thank you for sharing your experience again. We sincerely apologize for the frustration and disappointment you've experienced with both your Petlibro Polar feeder and our customer support. You're absolutely right to be upset. We previously assured you that our team would follow up within 24 hours, but we failed to meet that commitment. We understand how this has further damaged your trust in us, and we sincerely apologize. We've been experiencing a significantly higher volume of support requests than usual, which has affected our response times. However, we recognize that this does not excuse our failure to follow through on our promise. We are actively improving our support processes and team coordination to prevent similar situations. We also appreciate the time you spent troubleshooting the feeder and providing a video of the issue. We completely understand why you ultimately chose to return the product to Amazon for a refund after waiting so long for assistance. Our customer support team has now followed up with you by email on October 19 and October 20 to address your case and explain the available options. We understand that this response came much later than it should have, and we deeply regret that we were unable to provide the timely assistance you deserved. We respect your decision and genuinely appreciate the opportunity you gave us to address the issue. Your feedback is being taken seriously as we work to improve both our products and customer service. Sincerely, Petlibro Customer Support

Response from PetlibroOct 16, 2026

Dear Tom, Thank you for sharing your experience. We sincerely apologize for the frustration caused by your Polar Wet Food Feeder malfunction and, especially, the long delay in receiving assistance from our support team. Due to a significant increase in customer inquiries, our response times have unfortunately been longer than usual. We are actively training additional support team members and improving our internal processes to provide more timely and consistent assistance. We completely understand why you could not wait any longer and ultimately turned to Amazon for a resolution. We also appreciate the time and effort you spent troubleshooting the issue. We recognize that the solution offered by our support team did not meet your expectations, particularly given the additional cost of purchasing another feeder. We understand your disappointment and regret that your experience has left you questioning our commitment to customer support. Your concerns deserve further attention, and our customer support team will follow up with you within 24 hours to review your situation and discuss the available options. Thank you again for your patience and for giving us the opportunity to address your concerns. Sincerely, Petlibro Customer Support

Response from PetlibroOct 15, 2026

Dear Christina, Thank you for sharing your updated experience with us. We sincerely apologize for the frustration and inconvenience you have experienced regarding your device and our customer service. Due to an unusually high volume of support inquiries, we are currently experiencing some delays in our response times. However, we have already expanded our support team and implemented additional training to optimize our efficiency and ensure faster responses for all customers. We also want to clarify that the troubleshooting steps requested by our team are not intended to delay the process or question your experience. They are solely designed to help us precisely locate the root cause and ensure we provide the correct and appropriate solution. We truly appreciate your cooperation with the troubleshooting process. Our support team will review your case and follow up with you directly via email within 24 hours to properly resolve this matter. Thank you for your patience and understanding. Sincerely, Petlibro Customer Support

Response from PetlibroOct 15, 2026

Hallo Bettina, Vielen Dank, dass Sie Ihre aktualisierte Bewertung mit uns geteilt haben. Wir bedauern die Frustration und die Unannehmlichkeiten bezüglich Ihres Trinkbrunnens sehr. Aufgrund eines ungewöhnlich hohen Aufkommens an Support-Anfragen kommt es derzeit leider zu Verzögerungen. Wir haben unser Team jedoch bereits aufstockt und durch zusätzliche Schulungen verstärkt, um schneller auf alle Anliegen eingehen zu können. Wir möchten uns zudem aufrichtig dafür entschuldigen, dass unsere vorherige E-Mail vom 25. September (Ticket #685896) Sie aufgrund eines Systemfehlers (Recipient server rejected, Status code: 550) nicht erreichen konnte. Die von uns angeforderten Schritte zur Fehlerbehebung dienen keineswegs dazu, das Verfahren zu verzögern, sondern sollen uns helfen, das genaue Problem zu identifizieren und eine korrekte Lösung zu finden. Wir werden in Kürze ein neues Ticket eröffnen und Sie direkt über die in Ihrer Bestellung hinterlegte E-Mail-Adresse kontaktieren, um Ihnen ein Retourenlabel oder die entsprechenden Rücksendeinformationen bereitzustellen. Vielen Dank für Ihre Geduld. Wir werden uns innerhalb von 24 Stunden bei Ihnen melden. Herzliche Grüße   Petlibro-Kundenservice

Response from PetlibroOct 14, 2026

Dear Thu, Thank you for sharing your experience. We sincerely apologize for the frustration caused by the difficulty you have had reaching our support team regarding your Polar Wet Food Feeder. Due to a significant increase in customer inquiries, our response times have unfortunately been slower than usual. We are actively expanding and training our support team and improving our internal follow-up processes to ensure customers receive faster and more consistent assistance. We have reviewed our records but were unable to locate your previous support request based on the information currently available. Could you please update your review with your ticket number or any previous contact details used to reach us? This will allow us to locate your case quickly and ask our support team to prioritize your request. Please rest assured that we will not delay support until the warranty period expires. Once your purchase and warranty coverage are verified, we will honor our warranty commitment and work toward an appropriate resolution. Thank you for giving us the opportunity to assist you. We look forward to locating your case and helping resolve this issue. Sincerely, Petlibro Customer Support