PetlibroReviews of petlibro.com

Response from PetlibroOct 9, 2026

Liebe Julia, vielen Dank, dass Sie Ihre Erfahrungen mit uns geteilt haben. Es tut uns sehr leid, dass Ihr Polar Futterautomat nicht immer wie erwartet funktioniert hat und Sie so lange auf eine Rückmeldung zu Ihrer Anfrage warten mussten. Wir verstehen, wie wichtig eine zuverlässige Fütterung gerade dann ist, wenn Sie nicht zu Hause sind. Aufgrund eines deutlich erhöhten Anfrageaufkommens waren unsere Antwortzeiten leider länger als üblich. Wir erweitern und schulen derzeit unser Support-Team und verbessern unsere internen Abläufe, damit Kundenanfragen künftig schneller und zuverlässiger bearbeitet werden können. Wir möchten auch die Funktionsweise des Polar Futterautomaten bei einer unterbrochenen Internetverbindung erläutern. Solange das Gerät weiterhin über das Netzkabel mit Strom versorgt wird, kann es die verbleibenden Mahlzeiten des bereits auf dem Gerät gespeicherten Fütterungszyklus auch ohne Internetverbindung ausgeben. Neue Fütterungszyklen können während der Offline-Zeit jedoch nicht automatisch gestartet werden. Wir bedauern sehr, dass diese Einschränkung nicht Ihren Erwartungen an eine zuverlässige Fütterung entspricht. Wir haben außerdem festgestellt, dass Ihr Gerät derzeit offline ist. Falls Sie bereit wären, die Verbindung gemeinsam mit unserem Support-Team erneut zu überprüfen und anschließend einen weiteren Fütterungstest bei bestehender Internetverbindung durchzuführen, wären wir Ihnen sehr dankbar. Selbstverständlich verstehen wir aber auch Ihren Wunsch nach einer Rückgabe und werden diesen bei der weiteren Bearbeitung berücksichtigen. Ihr Feedback, dass geplante Fütterungen auch bei Internet- oder Serverproblemen zuverlässig fortgesetzt werden sollten, ist für uns besonders wertvoll. Wir nehmen diesen Wunsch ernst und werden ihn an unser Produkt- und Entwicklungsteam weitergeben, um die Offline-Funktionalität und Zuverlässigkeit zukünftiger Firmware-Versionen weiter zu verbessern. Ihr Fall wurde nun priorisiert. Ein Mitglied unseres Kundenservice-Teams wird sich innerhalb von 24 Stunden bei Ihnen melden, um Ihre Anfrage weiterzubearbeiten und die nächsten Schritte mit Ihnen zu besprechen. Wir entschuldigen uns nochmals für die entstandenen Unannehmlichkeiten und danken Ihnen für Ihre Geduld und Ihr wertvolles Feedback. Mit freundlichen Grüßen  Petlibro Kundenservice

Response from PetlibroOct 9, 2026

Dear Danielle, Thank you for sharing your experience. We sincerely apologize for the ongoing issues with your Polar Wet Food Feeder and the delay in providing the support you needed. We understand how concerning and frustrating it must be when you cannot rely on your feeder to provide meals for your cat while you are away. We also appreciate the time and effort you have already spent explaining the issue and completing troubleshooting steps. Due to an unusually high volume of support inquiries, our response times have unfortunately been longer than expected. We are actively expanding and training our support team and improving our internal processes to provide more timely and effective assistance. We have now located your order and confirmed that your feeder is still covered by our 24-month warranty. Please rest assured that we will honor our warranty commitment and work toward an appropriate resolution. Your case has been prioritized, and a customer support representative will follow up with you within 24 hours to provide a clear next step and an appropriate warranty solution, without asking you to repeat troubleshooting steps you have already completed. We truly value your feedback and appreciate the opportunity to make things right and restore your confidence in Petlibro. Sincerely, Petlibro Customer Support

Response from PetlibroOct 9, 2026

Dear Meredith, Thank you for taking the time to share your detailed feedback with us. We truly appreciate your long-term support of Petlibro and understand how frustrating this experience has been, especially after having a positive experience with your feeder for several years. Due to a significant increase in customer inquiries, our response times have unfortunately been slower than usual. We are actively expanding and training our support team and improving our internal follow-up processes to ensure customers receive faster and more consistent assistance. We also appreciate your feedback regarding firmware update communication. Providing clearer information about what changes an update may introduce can help customers better understand the update and make informed decisions before updating. We will share this suggestion with our product and engineering teams as we continue improving our firmware release process. After reviewing your case, we found that your Granary Smart Camera Feeder (AF203) has been updated to the latest firmware version. This firmware version may experience Wi-Fi connection difficulties when the network name (SSID) contains special characters, punctuation marks, or non-English characters. Our team is preparing a new firmware update planned for release in October to address this Wi-Fi compatibility issue. Once your feeder is connected and receives the update, this issue should be resolved, and you should be able to continue using your preferred home network settings. Before the new firmware update is available, the feeder needs to be connected and online first. If you prefer not to modify your existing home network settings, we recommend setting up a separate guest Wi-Fi network specifically for the feeder using only English letters and numbers. Alternatively, you may temporarily use a mobile hotspot with a network name containing only English letters and numbers. After connecting the feeder to a compatible network, please reconnect the device and allow it to receive the latest firmware update when available. We also understand that you have already spent significant time troubleshooting this issue, and we appreciate your patience and feedback. Your experience has been shared with our technical team to help us continue improving firmware stability, product compatibility, and customer support. Regarding your concern about review visibility on our website, please note that reviews are not removed or hidden based on their rating or content. In some cases, reviews may require additional time to appear due to the standard review and publishing process. Thank you again for giving Petlibro the opportunity to address your concerns. We truly value your previous trust and support and hope to provide you with a better experience moving forward. Sincerely, Petlibro Customer Support

Response from PetlibroOct 10, 2026

Dear Tallaine, Thank you for sharing your experience. We sincerely apologize for the inconvenience caused by the incomplete delivery of your order and the long wait for a response from our customer support team. We understand how disappointing this must have been, especially as the missing item was intended to be a gift. You should not have had to follow up repeatedly to receive an update. Due to an unusually high volume of support inquiries, our response times have unfortunately been longer than expected. We are actively expanding and training our support team and improving our internal processes to provide faster and more reliable assistance. After reviewing your case, we can confirm that our customer support team contacted you on October 9 with an update and a solution regarding your missing item. We hope this helps address your concerns and brings the matter closer to a satisfactory resolution. Your satisfaction is important to us. If you have any further questions or need additional assistance, please feel free to contact us at any time. Our team will be happy to help. Thank you again for your patience and understanding. Sincerely, Petlibro Customer Support

Response from PetlibroOct 8, 2026

Dear Zunaid, Thank you for taking the time to share your experience and for recognizing the value and potential of the Polar feeder. We also truly appreciate your detailed feedback regarding the app and firmware update process. We’re very sorry for the frustration this issue has caused, especially after the feeder had been working well before the recent update. Due to a significant increase in customer inquiries, our response times have unfortunately been slower than usual. We are actively expanding and training our support team and improving our internal follow-up processes so that cases can be handled more efficiently. Regarding firmware updates, we normally carry out extensive testing before a new version is released. However, because devices can operate under different environments and usage conditions, a small number of customers may still experience unexpected issues after an update. We also agree that when an update is associated with unexpected device behavior, customers need clear communication and a clear path toward resolution. We should not leave customers repeatedly resetting, reconnecting, or repeating the same troubleshooting without meaningful progress. The troubleshooting steps you have already completed are documented in your case, and we will not ask you to repeat the same steps unnecessarily. When firmware-related issues are reported, we collect affected-device information and real-world feedback, provide appropriate support to the customers involved, and share those findings with our technical team. This helps us identify the cause, improve the firmware, and develop more stable future versions. We sincerely appreciate your suggestions regarding update quality, communication, and reliability. Feedback like yours is important in helping us improve both the product and the overall user experience. Your case has now been prioritized, and a member of our customer service team will follow up with you within 24 hours to review the current device status and provide the appropriate next step. We sincerely apologize again for the inconvenience and appreciate your patience and continued support of Petlibro. Sincerely, Petlibro Customer Support

Response from PetlibroOct 8, 2026

Lieber Tufan, vielen Dank, dass Sie Ihre Erfahrung mit uns geteilt haben. Es tut uns leid, dass die unerwartete Abbuchung und das Abonnement bei Ihnen für Verärgerung und Unsicherheit gesorgt haben. Könnten Sie bitte bestätigen, ob Sie unseren Kundenservice zu diesem Filter-Abonnement und der entsprechenden Abbuchung bereits kontaktiert haben? Falls Sie uns bereits kontaktiert haben, aktualisieren Sie bitte diese Trustpilot-Bewertung und ergänzen Sie Ihre Support-Ticketnummer. So können wir Ihre bisherige Kommunikation eindeutig zuordnen und Ihren Fall gezielt weiterbearbeiten. Falls Sie uns zu diesem Abonnement noch nicht kontaktiert haben, senden Sie uns bitte eine E-Mail an [email protected] und fügen Sie einen Screenshot sowie den Link zu dieser Trustpilot-Bewertung bei. Bitte aktualisieren Sie anschließend ebenfalls diese Bewertung und ergänzen Sie die neue Ticketnummer. Sobald wir die richtige Ticketnummer haben, werden wir den Fall so schnell wie möglich prüfen und weiterverfolgen. Vielen Dank für Ihre Mithilfe. Mit freundlichen Grüßen Petlibro Kundenservice

Response from PetlibroOct 8, 2026

Dear Frances, Thank you for sharing your experience. We’re very sorry for the prolonged delays and lack of timely follow-up, especially after you completed the subscription purchase and were waiting for the next steps. Due to a significant increase in customer inquiries, our response times have unfortunately been slower than usual. Please know that this delay was not intentional. We are actively expanding and training our support team and improving our internal follow-up processes so that cases like yours can be handled more efficiently and consistently. We also want to clarify that the Video Cloud Yearly Plus plan includes additional value beyond the promotional feeder. With Video Cloud, you’ll be able to: • Save and review up to 30 days of footage • Watch missed moments while you're away • Download and share adorable clips with ease We understand how frustrating it has been to repeatedly follow up without receiving a clear resolution. Your case has now been prioritized again, and a member of our customer service team will follow up with you within 48 hours to review the current status and provide you with a clear next step. We sincerely apologize again for the delay and appreciate your patience while we work to resolve this properly. Sincerely, Petlibro Customer Support

Response from PetlibroOct 8, 2026

Dear Malvina, Thank you for sharing your experience. We’re very sorry for the long wait and for the frustration this return process has caused, especially after everything you have already been through. Due to a significant increase in customer inquiries, our response times have unfortunately been slower than usual. Please know that this delay was not intentional. We are actively expanding and training our support team and improving our internal follow-up processes so that return and refund cases can be handled more efficiently and consistently. We sincerely appreciate your cooperation in returning the item and providing the requested tracking information and proof of return. We have checked the return shipment and can see that the package shows as delivered. Your case has now been prioritized, and a member of our customer service team will follow up with you within 24 hours regarding the next steps for the refund process. We sincerely apologize again for the delay and thank you for your patience while we work to complete this properly. Sincerely, Petlibro Customer Support