PetlibroReviews of petlibro.com

Response from PetlibroSep 15, 2026

Dear Chuck, Thank you for taking the time to share your feedback. We’re sorry that the return-cost policy was not as clear as it should have been and that this caused frustration. Petlibro offers a 30-day return period for eligible purchases. Under our current return policy, return shipping costs are generally the customer’s responsibility when the return is not related to a product quality issue. If there is a problem with the product itself, our support team will review the circumstances and provide the appropriate after-sales support. At the moment, we haven’t been able to confidently match the reviewer name “Chuck” with a specific support case in our system. If your concern is still unresolved, we would appreciate it if you could update this Trustpilot review with your support ticket number so we can locate the correct case more quickly. You’re also welcome to email [email protected] with a screenshot of this review and a link to it. Once we are able to identify the case, our team will review the details and make sure it receives the appropriate follow-up. Thank you again for bringing this to our attention. We also appreciate your feedback on how our return policy is communicated and will continue working to make that information clearer for customers. Sincerely, Petlibro Customer Support

Response from PetlibroAug 31, 2026

Hi Karen, Thank you for your message. I understand your concern about providing the best hydration for your pets. We are so happy to hear that your pups are loving their new fountain and that the app features are helpful for you. It is wonderful to know they enjoy the moving water so much. We really appreciate your recommendation of the Dockstream 2 for other pet parents.

Response from PetlibroSep 15, 2026

Dear customer, Thank you for sharing your experience. We’re sorry that the feeder did not reconnect as expected after a power interruption and that this affected your confidence in relying on it while traveling. We also regret that your experience with our customer support did not meet expectations. During this busy period, we have experienced a significant increase in inquiries, and we are actively expanding our support team and improving our follow-up processes. At this time, we have not been able to confidently match the reviewer name “Mel” with a specific support case related to the issue described in your review. If the issue is still unresolved, could you please update this Trustpilot review and add your support ticket number? This will allow us to accurately locate your previous email history, review the full context of your case, and ask our support team to prioritize the follow-up for you. Thank you for helping us identify the correct case. We hope to get this properly reviewed and resolved for you as soon as possible. Sincerely, Petlibro Customer Support

Response from PetlibroAug 30, 2026

Hi Tarteel, Thank you for your message. We are absolutely delighted to read your kind words. It is wonderful to know that you are happy with our products and the service we provide. Your 10/10 recommendation means a lot to our team. We truly appreciate your support and are glad to have you as part 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 15, 2026

Dear Jordan, Thank you for sharing your experience. We’re very sorry that you waited much longer than the timeframe originally provided after your case was escalated, especially when you were depending on the feeder for an upcoming trip. We understand how much additional stress this caused when you needed a reliable feeding solution while away from home. During this busy period, we experienced a significant increase in support inquiries, which unfortunately delayed some escalated cases. We are actively expanding our support team, training additional agents, and improving our internal follow-up process so that warranty and technical cases are handled more consistently and do not remain without updates for extended periods. We also want to let you know that our team has since resumed following your case. We contacted you again on August 31 with updated troubleshooting guidance and information regarding a firmware update, and we sent another follow-up on September 3. We also noticed that after the feeder was reset around September 2, there do not appear to have been further error reports from the device. Could you please let us know whether the issue has now been resolved and the feeder is working normally? If the issue is still occurring, please reply to our latest email and let us know the current behavior. We will prioritize the follow-up and continue working with you toward an appropriate resolution. We sincerely apologize again for the earlier delay and for the disruption this caused to your travel planning. Sincerely, Petlibro Customer Support

Response from PetlibroAug 28, 2026

Hi there Thank you for your message. I understand your concern about the previous frustration with our online ticket system. We are truly grateful for your five-star review. It is wonderful to hear that our phone service provided the quick response and action you were looking for. We are so glad that we could improve your experience today. We really appreciate your patience and if you have any further questions, please don’t hesitate to contact us.

Response from PetlibroAug 31, 2026

Hi Karissa, Thank you for taking the time to share your experience. We are truly sorry that you have been waiting so long for your return and that the lack of timely updates has added to your frustration. During this busy period, we have experienced a significant increase in customer inquiries, which has resulted in longer response times than usual. While this does not excuse the delay, we have already reinforced our internal handling process, provided additional training to our support team, and asked that your case be prioritized for follow-up. We also sincerely appreciate your cooperation in returning the item and understand how disappointing it is to still be waiting for a clear resolution after doing your part. A dedicated member of our support team will follow up with you within 24 hours to review the current status and provide the appropriate next step. Thank you for bringing this to our attention. Your feedback is helping us improve both our response efficiency and the overall customer service process. Sincerely, Petlibro Customer Support