Dillon H.
They did not really respond to my email properly and also took awhile
They did not really respond to my email properly saying i could not find my receipt (luckily i found it). Brush replacement email took 2 days for one of the replies so my fountain didnt have it for the replacement in time. But also they made me provide a receipt for something that I never recieved, so i cant call it a replacement
Response from PetlibroAug 4, 2026
Hi Dillon, Thank you for taking the time to share your feedback. We are truly sorry that our responses did not properly address the information you had already provided and that you had to wait longer than expected for assistance. During this busy season, we have experienced a significant increase in customer inquiries, which has affected our response times. However, we understand that this does not lessen the frustration caused by the delay or by having to repeat information that was already included in your emails. We sincerely apologize for overlooking those details. We are actively training additional team members and improving our internal processes so that each inquiry can be reviewed more carefully and answered more efficiently. We also appreciate your cooperation in locating and providing the receipt required for warranty verification. Proof of purchase is necessary for us to confirm warranty eligibility, but we sincerely apologize that our previous response did not explain this policy clearly. We have shipped the missing cleaning brush, and it is currently in transit. We are sorry that the unclear communication made the process more frustrating than it needed to be. A dedicated member of our support team will follow up with you within 24 hours to review your experience and provide further assistance. Thank you again for bringing this to our attention and giving us the opportunity to improve. Sincerely, Petlibro Customer Support