PetlibroReviews of petlibro.com

I contacted the company after our Granary feeder stopped working (no power). Upon sending the requested info, we were notified the unit would be replaced at no charge. The customer service representative was extremely friendly and helpful during the process, which made all the difference. We are a dog and cat family with multiple feeders and water fountains. Petlibro has definitely made daily feeding so much easier!

I bought a Petlibro fountain, their flagship model, and after a year of normal use the base began to malfunction at random, defaulting to empty, triggering the red light, and stopping the pump despite a full tank and a clean, correctly seated pump. I went through every troubleshooting step Petlibro asked of me, recalibrated the unit multiple times, and sent in video evidence. Petlibro's own support team reviewed the videos and confirmed the fault is a hardware defect within the base itself. What followed has been one of the most frustrating customer service experiences I have had with any brand. Replies arrive roughly once every two days, and almost every one of them is inconclusive: a long, polite, apologetic message that thanks me for my patience, restates what I have already told them, and then either asks for something I have already provided or floats a partial answer that goes nowhere. At this pace, even the simplest exchange takes weeks, and a real resolution never seems to actually arrive. It is genuinely difficult to see how anyone is meant to resolve a problem with this company within a reasonable timeframe. The deeper frustration is that Petlibro charges a clear premium for its products and consumables compared to generic alternatives, and the implicit promise of paying that premium is that you are buying into a brand that stands behind its products and offers proper support when something goes wrong. On the evidence of my experience, neither of those things is true. The product failed through no fault of mine, the manufacturer has confirmed the defect is theirs, and the support process has been so slow and so circular that there is no realistic path to a resolution. If this is the level of after-sales care Petlibro offers, it is very hard to understand what the premium is actually buying. I had been a happy multi-product Petlibro household and had intended to keep buying from the brand for years. After this experience I will be looking elsewhere for future feeders, fountains and accessories, and I would gently suggest that anyone considering a Petlibro purchase factor in the realistic possibility of needing support, and what that support actually looks like in practice, before committing. Update: There is a certain irony in being asked to email support to resolve a complaint that was, in large part, about how slow and circular emailing support has been. Then simply re-entering the same delayed process I was describing in this review. Update: Zero response from Petlibro from their own request to date. Do not expect support from this company.

Petlibro fountain has worked great for years. We have had an auto shop for filters. The last two shipments have been filters for the wrong fountain. I had to cancel my longstanding auto ships and great new ones. The new filters are also much less dense some form of cost cutting measure it would seem. After writing a review support asked me to post my experience here instead of providing any form of feedback on my poor experience. Edit: changed review to 1 star after noticing they changed my 1 star review in their website to show five stars. First time seeing a five star negative review like that. Bunch of liars. Follow-up: credit where credit is due, they fixed their website to accurately reflect my 1 star review. My experience overall is still 1 star.

I want to share my appreciation for the excellent customer service I received from Petlibro. I reached out because an order I placed hadn’t arrived, even though it was marked as delivered. With Vincy’s help, I troubleshot the issue and discovered that it was entirely my fault: I still had my old address set as the default delivery address. When I explained this to Vincy and mentioned that I would place a new order, he generously created a new order for me at no cost, ensuring it would be delivered to the correct address. I truly appreciate Vincy’s fast response, professionalism, and the way he handled the situation. I also want to say that I’ve had Petlibro products for three years, a water fountain and a feeder for my cat, and I’ve never had any issues with them. They are reliable and well-made. Thank you, Petlibro, and especially Vincy, for such outstanding service!

Super Service und hilfsbereit. Schnelle Abwicklung und erfolgreicher Austausch des defekten Gerätes. Sehr zu empfehlen

The Petlibro Polar is a terrific product. Not so the company's customer service. Today is Day Three of my waiting for a return phone call from customer service. One chat that failed and two phone messages left with the promise of a call-back.

Needed a replacement part. Vincy was very responsive and helped with getting the replacement part ordered and shipped immediately.

Love their products I have their water fountain in, which works really good. I have their two pet feeder works really good.