PetlibroReviews of petlibro.com

Response from PetlibroAug 5, 2026

Hi Steve, Thank you for your message. I understand your concern about the initial communication delay, but I am delighted to hear that Alexandra was able to provide the support you needed. It is heartening to know that your issue was resolved so quickly and that a replacement is being arranged to reach you as soon as possible. We always aim to provide thorough and compassionate service, and I will be sure to share your kind words with our team. We really appreciate your patience and if you have any further questions, please don’t hesitate to contact us.

Response from PetlibroAug 5, 2026

Hi there, Thank you for your message. We are pleased to hear that your concern was resolved quickly and satisfactorily once addressed. We truly appreciate your kind words and your patience. We really appreciate your patience and if you have any further questions, please don’t hesitate to contact us.

Response from PetlibroAug 13, 2026

Hi James, Thank you for sharing your experience. We are truly sorry that you have been trying for several weeks to resolve a missing order without receiving the level of support or follow-up you expected. We also apologize that the response you received did not properly reflect the shipping method used for your order. We understand how frustrating it must have been to receive a general suggestion to check with neighbors or the post office without first confirming the actual carrier for your shipment. In such cases, we should have verified the logistics provider first and either contacted the carrier directly or guided you to the correct next steps accordingly. Your feedback has been shared with our team so we can improve how carefully shipping details are reviewed before guidance is provided. We are also sorry for the delay in our responses. During this busy period, we have experienced a higher volume of customer inquiries than usual, and we are actively training additional team members and improving our internal processes to respond more efficiently and accurately. As we were unable to locate a matching support ticket based on the information available, if your issue is still unresolved, please copy this review link and provide a screenshot of and contact us at [email protected]. Our team will follow up within 24 hours to assist you. Thank you for bringing this to our attention. We understand that this experience has affected your confidence in Petlibro, and we sincerely appreciate the opportunity to make things right. Sincerely, Petlibro Customer Support

Response from PetlibroSep 20, 2026

Bonjour Mathieu, Merci d’avoir pris le temps de partager votre expérience. Nous sommes sincèrement désolés que vous ayez dû attendre aussi longtemps sans disposer d’informations suffisamment claires sur l’acheminement de votre fontaine. Nous comprenons parfaitement à quel point cette attente a pu être frustrante, surtout après plusieurs relances de votre part. Durant cette période, nous avons reçu un volume de demandes nettement plus important que d’habitude, ce qui a malheureusement ralenti certains suivis. Nous renforçons actuellement notre équipe, formons de nouveaux collaborateurs et améliorons nos procédures internes afin que les clients puissent recevoir des réponses plus rapides et un suivi plus régulier. Après vérification, la fontaine avait été expédiée séparément du reste de votre commande avec un autre numéro de suivi. Elle a ensuite été indiquée comme livrée le 19 août, et nous vous remercions d’avoir confirmé sa bonne réception. Même si la livraison a finalement été effectuée, nous comprenons que le manque de communication pendant l’attente ait rendu l’expérience bien plus stressante qu’elle n’aurait dû l’être. Votre retour nous est précieux et nous aide à améliorer la manière dont nous communiquons lorsqu’une commande est expédiée en plusieurs colis ou lorsqu’un suivi prend plus de temps que prévu. Merci encore pour votre patience et pour nous avoir donné l’occasion de revenir sur cette situation. Cordialement, Petlibro Customer Support

Response from PetlibroSep 20, 2026

Liebe Jenny, vielen Dank, dass Sie Ihre Erfahrung mit uns geteilt haben. Wir verstehen, wie frustrierend es ist, eine Rückgabe rechtzeitig anzufragen und dann länger als erwartet auf eine konkrete Rückmeldung und die nächsten Schritte warten zu müssen. Aufgrund eines deutlich erhöhten Anfrageaufkommens waren unsere Antwortzeiten in diesem Zeitraum leider länger als üblich. Bitte seien Sie versichert, dass wir derzeit zusätzliche Teammitglieder schulen und unsere internen Abläufe verbessern, damit Rückgabeanfragen schneller und verlässlicher bearbeitet werden können. Wir sehen, dass Sie Ihren Rückgabewunsch bereits innerhalb der angegebenen 30-Tage-Rückgabefrist mitgeteilt und anschließend mehrfach nach den Rücksendeinformationen gefragt haben. Ihr Anliegen wurde bereits an unser Support-Team weitergeleitet. Ein Mitglied unseres Teams wird sich innerhalb von 24 Stunden erneut bei Ihnen melden, um Ihren Rückgabevorgang weiterzuführen und Ihnen die nächsten Schritte mitzuteilen. Vielen Dank für Ihre Geduld und dafür, dass Sie uns die Möglichkeit geben, den Vorgang weiter zu klären. Mit freundlichen Grüßen Petlibro Kundenservice

Response from PetlibroAug 5, 2026

Hi Cindy, Thank you for your message. We are so happy to hear that Alexa was able to help you. It is wonderful to know she provided professional and polite support. Thank you for sharing your feedback with us. We truly appreciate your support.

Response from PetlibroAug 4, 2026

Hi there, Thank you for your message. I understand your concern about the warranty replacement process. We are delighted to hear that your issue was resolved fairly and that our representative provided responsive assistance. It is great to know that the warranty replacement was successful. We appreciate you taking the time to share your positive experience with us. If we can be of further assistance, please feel free to let us know, we spare no effort to serve you.