yena C.
Nightmare Customer Service after their own shipping error
Update: I really appreciate the team letting me keep the product. However, I’ve been feeling a bit overwhelmed by the frequent requests to update my review lately. Personally, I'm currently dealing with some medical issues and need to focus on my recovery, so the constant follow-ups felt a bit like a lot of pressure. It hasn't been the most comfortable experience for me. I hope the team can be a bit more mindful of customers' personal situations and improve the service approach in the future. I ordered the PETLIBRO One RFID Smart Feeder. Due to a logistical error on their end( it wasn't pleasant experience. My cat got surgery and she needed her own feeder immediately.) they sent me a duplicate unit.I reported the extra delivery, but the following support process has been incredibly frustrating and demanding. Here is exactly what they required me to do for a mistake THEY made: They asked me to take multiple photos of the large shipping box from different angles.(It was acceptable.)Also, demanded a close-up photo of the product barcode on the side of the box. After I provided all the photos, they sent me a return label and told ME to contact the shipping carrier myself to schedule a doorstep pickup. When I explained that I was physically unable to handle the logistics or make phone calls due to health reasons, they actually asked if I had "a family member or someone else" who could call the courier on my behalf. It is shocking that a company expects a customer to take on the administrative burden and labor of fixing their own shipping mistake. Instead of simply arranging a pickup themselves or letting the customer keep the unit, they chose to repeatedly pester an ill customer to do their work for them. The product is fine, but if you encounter any shipping issues, expect zero empathy and a lot of unnecessary work.
Response from PetlibroMar 15, 2026
Hi Yena, Thank you so much for taking the time to share your experience with us. We truly understand how frustrating and overwhelming this situation must have felt, especially while you were dealing with your cat’s surgery and your own health concerns. We’re really sorry for the stress and inconvenience this caused you. We’re glad that our team was ultimately able to resolve the issue and that you were able to keep the product, but we sincerely apologize for the process you had to go through. Your feedback about the communication and follow-ups is very important to us, and we completely understand how it may have felt like added pressure during a difficult time. Please rest assured that we will take your feedback seriously and work on improving our service approach to be more considerate and supportive of our customers’ situations in the future. Most importantly, we hope you and your cat are both doing well, and we wish you a smooth and speedy recovery. Thank you again for your understanding and for sharing your thoughts with us. PETLIBRO Support Team