PetlibroReviews of petlibro.com

Horrible company with faulty products. I ordered a litter bot that has yet to work since I received it on May 15th. It is now June 11th. They keep asking for troubleshooting and pictures and videos that I've sent and refuse to replace or return the litter box. I have filed a complain with the BBB but after looking at other complaints they don't respond and other people have similar issues. So they basically sold me a broken litter box and are keeping my money. Beware purchasing through this company. EDIT: While the company did follow up and finally return my money per their response below this only occurred after I 1. filed a complaint with the BBB 2. requested a charge back from my bank and 3. created social pressure through Trustpilot and reddit. Their company will only respond (if they do respond to you) after you prompt them multiple times and only 1 time per day at the same time typically. Petlibro, needs to change how they interact with customers. If you call their customer service to talk to a human, it routes you to nowhere or where you are forced to interact with them through email. It's definitely a tactic used to delay returns and run out the clock, so people fall outside their return policy guidelines. Overall, would not recommend this company.

Ich möchte eine zweite Bewertung abgeben. Ich hatte Probleme mit dem Granary Smart Feeder und der Support, vor allem Kristine, hat mir wirklich geholfen und mir einen Ersatzteil geschickt. Vor allem freut sich mein Kater darüber, dass er wieder sein Essen so bekommt, ohne Störungen. Danke an Kristine und Ihren wertvollen Support.

Like 8 months ago, I bought two of their automatic feeders for my cats on Amazon. Everything seemed fine until I realise that I got lemons. When my cat approaches the feeder, it doesn't open, even when I test it myself with the collar removed. Sometimes, when it finally opens and my cat stays in the area with his head above the bowl, it automatically closes and then immediately reopens, repeatedly. Thinking that collar's tag might be the problem, I bought more, but nothing changed. Furthermore, sometimes one of my two feeders doesn't close at all. I opted for automatic feeders because one of my cats was stealing food from the other and was becoming overweight. She was getting skinnier but now she's fat because of these problemes, she was able to take food from her brother's machine This is very frustrating because these feeders are quite expensive, and the quality is very disappointing.

James was wonderful and very attentive. Helped me resolve the issue i was having with my feeder quickly. I'm glad we got our feeder from Petlibro as they help resolve any issue until you're happy.

My experience with Petlibro customer support has been extremely frustrating and disappointing. I purchased a Dockstream 2 in December because I thought it would be a great addition to my pet care routine, especially for features like water intake tracking and app monitoring. And they come with a 24 month warranty, which I thought was great for a company to include. Within a few months, this unit began malfunctioning. It continuously disconnects from WiFi, shows as offline in the app, and displays low battery warnings even when plugged in. While it still circulates water, the smart tracking features no longer function reliably. I went through extensive troubleshooting over several weeks, including multiple resets, power cycling, testing different outlets and power sources, and using three different Petlibro cables that all work with my other Petlibro devices. I also confirmed that another Dockstream 2 in my home works normally on the same network and setup, which strongly indicates the issue is isolated to this unit. I own three other Petlibro devices and this is the only one with any issues. Despite being told on May 25 that my case had been escalated to a supervisor with a promised 3 business day response time, I received no reply for nearly two weeks, even after multiple follow up emails. The issue is still unresolved, and I still do not hear back from them in a consistent or timely way. When I finally received a response on June 6, I was asked to perform additional troubleshooting using a non Petlibro USB C cable, even though I had already tested multiple working Petlibro cables. At this point, the process felt like delay rather than resolution. As of June 10, I have not received a replacement or a clear warranty resolution. Based on this experience, I cannot recommend Petlibro products or their customer service.

Distributeur achète fin février , et au bout de 3,5 mois il s’est déconnecté ! Impossible de le réinitialiser , le wifi de l’appareil semblant hs . Le SaV par l’intermédiaire d’une IA ne répond pas vraiment et ne propose pas grand chose a part photos du wifi éteint ! Et il propose également de m’abonner pour un peu plus de 135 e et la j’aurais un distributeur avec caméra offert ! On pourrait penser que c’est le site qui provoque la panne J’ai commandé un nouveau distributeur sur zoo plus non wifi !

My initial help request was answered quickly, and when the troubleshooting steps did not resolve the issue I was prompted to send some pictures to initiate a warranty claim. Once my case was elevated to a supervisor it was resolved completely and quickly. James was very professional and courteous in his messages and he offered to replace my device at no charge. Extremely positive experience all around. I love my polar feeder and the peace of mind I get from knowing my cat always has clean safe food when I'm not around is irreplaceable. With excellent customer service to back it up is truly impressive.

Similar experience to customer below - the Polar wet feeder has real connectivity issues, and, having tried all the suggested remedies (on a feeder that is less than 9 months old) I emailed, getting an AI response apologising and, having confirmed I'd followed the steps, checking my home address to send a replacement. No replacement appeared, and nearly a week later a human response has come asking if I've followed the steps I've already detailed and seemingly asking me to video myself performing them. No response to my frustrated reply to that, and an elderly cat suffering as he waits for renal food for his kidneys which now doesn't come at regular times. I'm at my wit's end. Very disappointing. On Reddit I notice a number of people having similar connectivity issues when a previous software update was released. I wouldn't buy their products again, or at least I would use somewhere with reliable customer service like John Lewis and avoid the AI echo chamber...