PetlibroReviews of petlibro.com

Response from PetlibroAug 13, 2026

Hi Kim, Thank you for recommending Petlibro to your friend and for placing your trust in our products. We are truly sorry that this experience has been so disappointing, especially as the order was placed in preparation for an upcoming trip. We also sincerely apologize that your friend did not receive clear updates despite reaching out several times. Our official support line is +1 (855) 920-4555, and our support team can also be reached at [email protected]. You can always reach out to us through either of these channels whenever you or your friend need assistance. As the order was placed by your friend, we have not been able to locate the relevant support case based on the information available in this review. If the issue is still unresolved, please ask your friend to email us at [email protected] with a link to this review and a screenshot of it. This will help us identify the case quickly, and our team will prioritize the follow-up and respond within 24 hours. We truly appreciate you bringing this to our attention. We are very sorry that your recommendation resulted in an experience that did not meet either your or your friend’s expectations, and we would appreciate the opportunity to make sure the matter is properly addressed. Sincerely, Petlibro Customer Support

Response from PetlibroAug 1, 2026

Hi Janis, Thank you so much for taking the time to share such wonderful feedback about your Granary Smart Camera Pet Feeder and our customer service team. We are thrilled to hear that the feeder and app are working so well for your cats, and that Alexa was able to assist you smoothly with your discount. Knowing that you love our water fountain as well means the world to us. If we can be of further assistance, please feel free to let us know, we spare no effort to serve you.

Response from PetlibroJul 30, 2026

Hi Liza, Thank you for your wonderful review. We are so happy to hear that you are enjoying the fountain and that you had a great experience with us. It means a lot to know that you consider it the best choice available in the UK. We truly appreciate your support. If you need any help, please let us know.

Response from PetlibroSep 20, 2026

Dear Val, Thank you for sharing your experience. We’re very sorry that this case has taken so much time and effort to resolve, especially after you had already completed the requested troubleshooting and provided the photos, video, and other information needed for our review. We understand that accurate portion control is particularly important in your situation, and we appreciate the detailed video you provided showing that the amount dispensed did not match the amount shown in the App. Due to a significant increase in customer inquiries during this period, our response times were unfortunately slower than usual. We are actively expanding and training our support team and improving our internal processes so that warranty cases can be handled more promptly and consistently. Your feeder is within our 24-month warranty period, and our team has already been working with you under that warranty. We also understand that the initial solution did not fully resolve the situation, as the unit you received afterward did not include everything needed for normal use. We will continue to take responsibility for your case until an appropriate resolution is reached. A member of our customer service team will follow up with you within 24 hours to review the latest status and continue working toward a complete solution. We sincerely appreciate the patience you have shown throughout this process and the opportunity to put this right. Sincerely, Petlibro Customer Support

Response from PetlibroSep 20, 2026

Dear David, Thank you for sharing your experience. We’re sorry to hear that you have been experiencing repeated issues with the rotor and lid operation, especially when you rely on multiple RFID feeders to keep your cats’ food separated. At this time, we’re not sure whether you have already contacted our support team regarding these issues, as we have not been able to match the reviewer name “David Skarupa” with a specific support case in our system. If the issue is still unresolved, please email us at [email protected] and include a screenshot of this Trustpilot review together with the link to the review. This will help our team identify your case more quickly and review the issue in detail. Once you receive your support ticket number, please also update this Trustpilot review with the ticket number so we can locate the case promptly and prioritize the follow-up. Once we are able to locate or create the corresponding support case, we will prioritize the follow-up and assist you with the appropriate next steps. Thank you again for bringing this to our attention. We would appreciate the opportunity to help get this properly addressed. Sincerely, Petlibro Customer Support

Response from PetlibroSep 22, 2026

Dear Sam, Thank you for taking the time to share your experience. We understand how frustrating it was to believe the subscription had been cancelled in the Petlibro App and then later find that the Google Play subscription was still active. We would like to clarify that subscription cancellation and refund handling depends on the platform through which the subscription was originally purchased. For subscriptions purchased and billed directly through Petlibro, our support team can assist with cancellation and refund requests. However, subscriptions purchased through Google Play are managed by Google Play, including cancellation and refund requests. For reference, we provide additional guidance on how subscriptions purchased through different platforms are managed in our FAQ here: https://petlibro.com/pages/how-to-cancel-a-petibro-subscription-and-request-a-refund?_pos=1&_sid=5e41cdd2a&_ss=r We also understand your feedback that the distinction between cancelling within the Petlibro App and cancelling a Google Play-managed subscription was not clear enough during your experience. We take this feedback seriously and will continue improving our subscription guidance so that customers can more easily understand where their subscription is managed and what steps are required to fully cancel it. We’re sorry that you were passed between different support channels while trying to resolve this. Our intention was not to avoid assisting you, but to direct the request to the platform responsible for managing the transaction. Thank you again for bringing this to our attention and for helping us identify where our subscription guidance can be made clearer. Sincerely, Petlibro Customer Support

Response from PetlibroJul 30, 2026

Hi Tze, Thank you so much for taking the time to share your experience with us. We are absolutely delighted to hear about the support Alexa provided. It is wonderful to know that her dedication and care helped resolve the issues with your order and restored your confidence in our service. We are very happy that your replacement fountain has arrived and that your five little dogs are enjoying it. Your kindness in sharing this feedback and in resolving the PayPal case means a lot to our team. Thank you for being such a valued part of the Petlibro family. We really appreciate your patience and if you have any further questions, please don’t hesitate to contact us.

Response from PetlibroJul 30, 2026

Hi Chelsea, Thank you for your message. I understand your concern about the issue you experienced with your polar wet food feeder. We are delighted to hear that our team was able to resolve this for you and that you are happy with the replacement device. It is our goal to provide excellent service to all our customers. Your kind words for Vincy and our team are very much appreciated. We really appreciate your patience and if you have any further questions, please don’t hesitate to contact us.