PetlibroReviews of petlibro.com

Response from PetlibroJan 18, 2026

Dear Pet Parent, We’re very sorry to hear about your experience and for the frustration caused by not having your issue resolved. Please accept our sincere apologies that our previous support interactions did not meet your expectations. We want to reassure you that we stand firmly behind our products with an industry-leading 24-month warranty and lifetime technical support. If a product issue occurs, we are committed to resolving it. While we are currently experiencing a high volume of inquiries, your case will be treated as a priority once we are able to locate it. At this time, we’re unfortunately unable to locate your specific support ticket based on the information included in the review alone. To help us quickly identify your case and provide immediate assistance, we kindly ask that you contact us again and clearly mention “Trustpilot review” in the email subject line, and include a link to this review in the message body. This will allow us to promptly locate your case and ensure that a member of our team follows up with you directly to resolve the issue. Thank you for your understanding and patience — we truly appreciate the opportunity to make this right. Best regards, Petlibro

Response from PetlibroJan 24, 2026

Dear Valued Customer, We’re very sorry to hear about your experience and apologize for the inconvenience and frustration this has caused. Regarding phone support, we would like to clarify that our phone support team is still under development and is currently available only for customers in the United States. At this time, phone support is not yet available in other regions, including Germany. We sincerely appreciate your feedback, as it helps us improve our service planning going forward. For the Wi-Fi connection, all smart feeders require a stable and sufficiently strong Wi-Fi signal to maintain normal operation. If the feeder can connect successfully when placed near the router, this indicates that the device’s connectivity function is working as intended. In this case, we recommend checking whether the overall Wi-Fi coverage in your home can be improved, or contacting our customer support team so we can assist with further troubleshooting. Regarding no reason to returns, if your device is still within 30 days of purchase, it is eligible for a return under our return policy. Our support team can provide direct, manual assistance to help you complete the return process. Please contact us at [email protected], and we will be happy to help. We appreciate you sharing your experience and hope we can still have the opportunity to assist you. Kind regards, PETLIBRO Customer Support Team

Response from PetlibroOct 19, 2025

Hi Joshua, Thank you for bringing this to our attention, and please accept our sincerest apologies for both the excessive ad exposure and the unacceptable delay in responding to your return request. We understand how frustrating this must have been, and we are truly sorry for the experience you've had. We have reviewed your case and can confirm that our support team has now successfully resolved your return request. We deeply regret that the process did not meet the timely response you rightly expected, and we appreciate your patience as we worked to address it. To prevent similar situations, we are not only expanding our customer service team but also reviewing our advertising frequency to ensure it remains helpful rather than intrusive. Your feedback is invaluable in helping us improve. We sincerely hope to have the opportunity to provide you with a much better experience in the future.

Response from PetlibroSep 17, 2025

Hi Jenessa, Thanks for reaching us. I understand that you may need our assistance. Upon searching the related contact record, we noticed that we have sent you a new wireless pump to fix the fountain noise issue. Please feel free to contact us if you have concerns about anything. All the best to you and your furry pals.

Response from PetlibroSep 9, 2025

Dear Valued Customer, We are truly sorry to hear about the frustrating experience you had with setting up and using your Petlibro feeder, as well as the unsatisfactory support we provided. This is certainly not the level of service we aim to deliver, and we sincerely apologize for the delays and difficulties you encountered. Due to a recent significant increase in customer inquiries, our response times have been longer than usual. We are actively hiring and training new support team members to improve our capacity and provide faster, more helpful assistance in the future. We’ve taken note of your feedback regarding the setup instructions, connectivity issues, and portion inconsistency. Our team is continuously working to enhance product usability and performance, including app connectivity and feeding accuracy. We understand that a member of our support team reached out to you yesterday with a proposed solution. If you have any further questions or need additional help, please feel free to reply directly to their email—our team will ensure you receive timely and dedicated support. Thank you for bringing these issues to our attention. We are committed to making things right for you and all of our customers.

Response from PetlibroMay 28, 2025

Bonjour Jean, Nous sommes sincèrement désolés d’apprendre que notre service n’a pas répondu à vos attentes et nous vous remercions d’avoir pris le temps de partager votre avis. Concernant les retours, nous comprenons vos préoccupations. Comme indiqué sur notre site officiel, *"For non-quality related warranty claims, the customer is responsible for shipping costs."* Les frais de retour dépendent également du type de produit. Pour les articles plus petits et légers, ces frais restent généralement modestes. Actuellement, tous nos envois en Europe sont expédiés depuis notre entrepôt en Allemagne, qui est également le seul centre capable de recevoir des retours pour le moment. Cela peut effectivement engendrer des frais plus élevés selon le pays d’expédition, et nous en sommes désolés. Sachez toutefois que nous travaillons activement à l’ouverture d’un entrepôt en France pour faciliter les retours et améliorer l'expérience de nos clients français. En ce qui concerne notre entreprise, PETLIBRO a été fondée en Californie, aux États-Unis, où se trouve toujours notre siège social. La majorité de nos produits sont fabriqués en Chine, comme c’est le cas pour de nombreuses marques électroniques, mais cela n’affecte en rien notre engagement envers la qualité et le service client. Merci pour votre compréhension. N’hésitez pas à nous contacter directement si nous pouvons faire quoi que ce soit pour améliorer votre expérience.

Response from PetlibroFeb 4, 2025

Dear valued customer, Thank you for your feedback. I understand your frustrations with our customer service. I’m truly sorry that your experience with our support team did not meet your expectations. We strive to provide quality products and reliable customer service, and it’s disheartening to learn that we fell short in your case. If you have any additional questions or concerns, please feel free to reach out. Your feedback is important to us, and we appreciate you bringing these issues to our attention and hope to bring you satisfaction. If you have any other concerns or questions, we are always here to help you.