PetlibroReviews of petlibro.com

Would rate it ZERO if I could. Avoid if you want good customer service and a brand that cares about your pet. I bought two RFID automatic feeders from the Petlibro store on Amazon a couple of months ago and was thinking about purchasing a third. I reached out to Petlibro to ask if it would be possible for them to apply the promotion to get the complimentary fountain on my purchase of the third feeder as I would have received it if I had purchased all at the same time. They denied this request and said that they can’t do it despite the fact that I already have bought two machines that are almost £200 each and was willing to buy another! I find it terrible customer service when it would be super easy for them to offer a discount that could be applied when I was checking out the third RFID or include the complimentary fountain. For that reason, I am now strongly considering going for the SureFeed which is cheaper and seems to have much better customer service. I was a loyal Petlibro customer but they have unfortunately lost me after this one - they can still make it up to me but I doubt it given how unresponsive they have been.

I like 2 of the 3 feeders. 1 is simply a bad egg and needs to be exchanged. The issue is that the customer service is terrible!! Responses to messages is painfully slow, I have been required to take extra umreasonable steps that is only to avoid actually replacing it, I am probably past the warranty at this point. Looking elsewhere for another one.

Vincy was a great listener, he understood my situation and very easily walked me thru the problem to a perfect resolution. He was polite and patient too.

Alexandra was extremely helpful and understanding, while being patient, This was a very stressful situation, thanks to GOFO, the shipping partner, but Alexandra was able to reassure me that we could find a solution together! She was able to assist me with this package and ensure I was supported for the future deliveries, giving me the schedule to call back and request the shipper be changed on my subscription order. This assistance convinced me to keep my subscription when I was ready to cancel due to the frustration of the shipper. As someone who used to work in the helpdesk CS world, Alexandra is one of those agents who is the gold standard! I know I would be lucky to have her on my team. Thank you again for your support, you truly took a stressful situation and made it positive, where I was laughing by the end of the call. 5 Stars!

Très bonne expérience SAV pour une pièce que mon chat avait machouillé :-) Très réactif et très aimable, merci Vincy.

I LOVE Petlibro and I use several of their products for my cat. Their products are thoughtful, reliable, and genuinely make pet care easier, and fashionable! They look great in my home, and they work even better. I recently had to contact customer service with a question, and Vincy, my customer service agent, was incredibly kind, responsive, and helpful. Excellent company and excellent customer service!

The Customer Service group at Petlibro are always prompt to respond to enquiries. They have provided solutions to my issues with easy to follow instructions.

Vincy was very informative and thorough and investigating why my package has not been delivered. Confirm that it’s been way too long and it was probably lost and he immediately re-processed the order at no charge to have a new fountain shipped out. He’s very professional and a great asset to PetLibro.