PetlibroReviews of petlibro.com

Response from PetlibroSep 10, 2026

Hi Hallie, Thank you for taking the time to share your experience. We are very sorry that your warranty case has taken longer than expected, especially after you had already completed the troubleshooting and provided the requested receipt, PN information, and video. 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 warranty cases can be reviewed and followed up more quickly and consistently. Based on the information currently available in your case history, it appears that the main materials needed for the warranty review have already been provided, and your case has been forwarded for further specialist review. We also understand your concern about your cats’ feeding needs and the urgency of having a reliable feeder when they cannot share the same prescription food. Please rest assured that your product is within Petlibro’s 24-month warranty period, and we will take responsibility for providing the appropriate warranty support. Your case has been prioritized, and a dedicated member of our support team will follow up with you within 24 hours with a clear update. Thank you for your patience and for giving us the opportunity to make this right. Sincerely, Petlibro Customer Support

Response from PetlibroSep 11, 2026

Dear customer, Thank you for taking the time to share your experience. We’re sorry to hear about the connection issues, inconsistent feeding behavior, and the difficulty you have had reaching our support team. 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. We also appreciate your positive comments about how the RFID feeders help keep your cats’ food separated when the devices are working properly. At the same time, we understand your concern about feeding amounts that do not appear to match the settings and food accumulating around the bowl opening. At this time, we have not been able to accurately match the reviewer name “Consumer” with a specific support case in our system. If these issues are still unresolved, please update this Trustpilot review with your support ticket number so we can locate your case more quickly. Alternatively, you may email [email protected] with a screenshot of this review and a link to it. Once we are able to identify the correct case, we will prioritize the review and follow-up. Thank you again for bringing these concerns to our attention. We value your feedback and the opportunity to improve both our products and support experience. Sincerely, Petlibro Customer Support

Response from PetlibroSep 11, 2026

Dear Daner, Thank you for sharing your experience. We’re very sorry that you had to wait so long for a response and that the lack of timely follow-up made you feel ignored. 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 improve our follow-up efficiency. Thank you as well for providing your support ticket number and the screenshot showing the motor failure issue. We have now been able to locate your case, and the information you provided is helpful for our investigation. Our dedicated support specialist will continue reviewing the issue together with your device SN information so we can better determine what caused the motor failure and the appropriate next step. Your case has been **prioritized**, and our team will follow up with you within 24 hours. Sincerely,   Petlibro Customer Support

Response from PetlibroSep 3, 2026

Hi Patty, Thank you for your message. I understand your concern about the glitch you experienced with your feeder. We are so glad the steps provided helped you resolve the issue quickly and easily. Thank you for your kind words and for the five-star rating. We really appreciate your patience and if you have any further questions, please don’t hesitate to contact us.

Response from PetlibroSep 2, 2026

Hallo P, Vielen Dank für Ihre Nachricht. Ich verstehe Ihr Anliegen bezüglich Ihres wunderbaren Feedbacks zu unserem Futterautomaten. Es ist fantastisch zu hören, dass Ihre Katze das Gerät so gut angenommen hat und es Ihnen den Alltag erleichtert. Ihr Lob bedeutet uns sehr viel. Wenn wir Ihnen weiter behilflich sein können, lassen Sie es uns bitte wissen. Wir setzen alles daran, Ihnen zu helfen.

Response from PetlibroSep 9, 2026

Hi Samantha, Thank you for taking the time to share your experience. We are very sorry that your case took so long to resolve, especially after you had already completed the requested troubleshooting and followed up several times 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 warranty and escalation cases can be reviewed and followed up more efficiently. We also want to reassure you that your case was reviewed based on the fact that the issue had been reported while the product was still within the applicable warranty period. We are not avoiding responsibility for warranty concerns; unfortunately, the handling of your case simply took much longer than it should have. Our support team has now provided you with a clear solution, and you have confirmed the relevant details needed to proceed. A dedicated member of our support team will follow up with you again within 24 hours to make sure the next steps are progressing properly and to confirm whether the resolution is meeting your needs. Thank you again for your patience and for giving us the opportunity to improve your experience. Sincerely, Petlibro Customer Support

Response from PetlibroSep 11, 2026

Hallo Gunnar, vielen Dank, dass Sie Ihre Erfahrung mit uns geteilt haben. Es tut uns sehr leid, dass sich die Bearbeitung Ihres Falls über einen so langen Zeitraum hingezogen hat und dass Sie trotz mehrfacher Kontaktaufnahme wiederholt auf eine Rückmeldung warten mussten. Aufgrund eines derzeit stark erhöhten Anfrageaufkommens waren unsere Antwortzeiten zuletzt länger als üblich. Wir arbeiten aktiv daran, zusätzliche Servicemitarbeiter einzuarbeiten und unsere internen Abläufe zu verbessern, damit Reklamationen und Garantieanfragen künftig schneller und verlässlicher bearbeitet werden können. Wir verstehen außerdem Ihren Ärger darüber, dass Informationen in früheren Nachrichten nicht immer korrekt zugeordnet wurden. Inzwischen ist eindeutig bestätigt, dass es sich bei Ihrem Gerät um den Dockstream 2 Smart kabellosen Trinkbrunnen handelt. Wir bedauern auch, dass die frühere Bearbeitung im Zusammenhang mit Ersatzteilen nicht so reibungslos verlaufen ist, wie sie sollte. Wenn bei demselben Produkt wiederholt Probleme auftreten, kann das verständlicherweise das Vertrauen in die Zuverlässigkeit des Produkts beeinträchtigen, und wir nehmen dieses Feedback sehr ernst. Ihr Fall wurde erneut zur vorrangigen Prüfung weitergeleitet. Unser Team wird die bisherige Kommunikation und die bereits vorliegenden Informationen sorgfältig prüfen, damit die nächsten Schritte möglichst zügig geklärt werden können. Ein zuständiger Mitarbeiter wird sich innerhalb von 24 Stunden erneut bei Ihnen melden und die weitere Bearbeitung mit Ihnen fortsetzen. Wir entschuldigen uns nochmals für die lange Verzögerung und danken Ihnen für Ihre Geduld. Mit freundlichen Grüßen Petlibro Kundenservice