Laurence H.
Petlibro’s support email does not accept replies
Unfortunately, I now have another issue with Petlibro’s customer support process. After I posted my original review, Petlibro contacted me and offered to replace the feeder. They asked me to confirm my address and provide a screenshot of the email delivery problem. I did reply to their email, confirming that my address is correct and providing the information requested. However, my reply was rejected because Petlibro’s support email address does not accept incoming emails. I received a “Delivery has failed to these recipients” message. Petlibro has now emailed me again saying that they haven't heard back from me and asking me to confirm my address. This is extremely frustrating because I did respond. Their system simply did not allow my response to reach them. What is particularly disappointing is that I had already specifically raised this issue in my previous review: I explained that their support email was not accepting replies. Rather than calling me or providing another way to contact them, they have contacted me again through the same broken support channel. So I am now in a situation where Petlibro wants me to confirm something, but I have no working way to reply to them. The only way I have found to get their attention is by posting publicly on Trustpilot. I appreciate that they offered to send a replacement and appears to want to resolve the issue. However, the communication process is making this unnecessarily difficult. Petlibro: please call me on the phone number you already have on file, or provide a working way for me to contact you. I have already confirmed that I want the replacement.
Response from PetlibroSep 14, 2026
Dear Laurence, Thank you for updating your review and for explaining what happened. We sincerely apologize that you attempted to reply as requested, but your message was rejected, and that you were then contacted again through the same channel. We had sent you an email on September 8 and were waiting for your reply, but unfortunately we did not receive your reply. We understand how frustrating and unnecessarily difficult this has made the process. If you do not have other email to send to us, you can also send us a direct message through Instagram and reference your existing case so our team can continue the conversation there. If possible, please also send us a screenshot showing the “Delivery has failed” message you received when replying to our email. We will report this to our technical team so they can investigate why your reply could not reach our support system. We appreciate your continued patience and the opportunity to resolve this for you. Sincerely, Petlibro Customer Support