PetlibroReviews of petlibro.com

Réponse à votre commentaire. Vous ne répondez en rien à ma requête. Évidemment que mon appareil est toujours sous le délais de garantie légale au vu du fait que la date d’achat est inférieur à un mois… Vous m’avez promis avoir expédié un nouvel appareil Jeudi passé et vous m’avez indiqué que je recevrais un mail de suivi Amazon. J’ai contacté Amazon n’ayant pas de vos nouvelles et ils n’ont aucunes traces de cela. J’ai envoyé de nombreux messages toujours sans réponses. Hier soir j’ai passé plus d’une heure en ligne à attendre sur votre chat et encore une fois aucune réponse d’un humain. J’exige avoir un preuve d’expédition dans la journée.

I had some issues with Scout cameras and although it took a bit of troubleshooting, PetLibro, specifially Kristine, helped me through the process. The end result was shipping me two new Scout cameras. Kristine made the process so much easier. She was helpful, polite, and super sweet. Thanks Petlibro for sending the new cameras. Hopefully this will resolve our issues.

My BBB complaint below: Date of transaction: June 22 2025 Amount: $98 per feeder (I purchased two and one of them has since stopped refrigerating) Businesses commitment: Provide a functional product (a refrigerating wet food automatic cat feeder) and honor their 24-month warranty should defects arise. Nature of the dispute: We noticed that our feeder was no longer refrigerating late August 2026 and reached out via Petlibro’s customer service email. We were prompted through a series of troubleshooting directions which we completed promptly, this phase of “customer service” is handled by a chat bot. Once all of the troubleshooting steps were completed we were messaged that our ticket would be handed over to a human for the next steps in support, after receiving this message we never received additional support. We responded weekly to our chat 2-3 times to no avail. We also tried opening a new ticket which let us through the same chat bot cycle and never to a human. I tried calling and got an automated message that no support was available (I called during their business hours). I also tried using their support chat and, again, never get transferred to a human. A satisfactory resolution (to me) would be receiving a replacement feeder Update: Received an email from customer service after their reply to this review. The email apologized for the lack of customer service and asked to confirm my address for the sending of a replacement. I confirmed and never heard back. Confirmation was sent 9/30 and today is 10/3. Still very unimpressed with this company’s service and warranty integrity.

UPDATE: This was never the fault of the customer service team I was in contact with so 100x appreciation for their constant speedy responses. I was never left too long without any contact. They were following protocol and tried all they could which I understand. After leaving my honest review they have since contacted me and made things right. I never want to take advantage of any policies as to not affect future customers and I am more than willing to send back the faulty units as I just want fountains that work for my cats. They are sending me new units and I thank them and their team for fixing this issue for me! Original post: I purchased Petlibro water fountains for my cats because they seemed like a higher-quality option and, given the price, I expected them to be reliable. Unfortunately, I’ve had issues with multiple fountains since they were purchased, and getting a replacement has been far more difficult and time-consuming than it should have been. The biggest frustration has been the amount of “proof” and back-and-forth required to demonstrate that the fountains are actually defective. I have been repeatedly asked to provide additional evidence of the problem, despite already explaining the issue and providing what I reasonably could. At a certain point, it feels like the burden is being placed entirely on the customer to prove that a product they paid a significant amount of money for is not working properly. What makes the experience even more frustrating is that I am currently out of the country, and I’m trying to make sure my cats have functioning water fountains while I’m away. Having to jump through multiple hoops with customer service over a defective product has made an already stressful situation much more difficult. I have resorted to making my cat sitter leave out water bowls to the side and refilling it everyday just in case. I do appreciate that Petlibro ultimately agreed to send a SINGLE replacement, but the process has left a very poor impression. I’ll be purchasing a different brand for my other cat rather than continuing to invest in Petlibro products. For the price of these fountains, I expected a much more straightforward warranty and customer-service experience.

I had read all negative reviews about Petlibro service and went ahead and got the products anyway. They sent me the wrong item. I had to go return it pay for a shipping box and wait a week for the correct product. They promised me 20% off my order for the inconvenience with an amount then told me they messed up and I am only getting half of that which was from a promotional discount anyway. At this point I will not use the company anymore and I would not recommend. Just get a litter robot

For anyone reading this without my previous reviews: I bought PETLIBRO’s $199 PLAF107 feeder for my large dog. It failed after 10 months. Getting PETLIBRO to honor the warranty took six weeks of emails. The replacement then failed with the exact same vacuum-pump problem 13 months later. After the second failure, I spent weeks asking for any reasonable solution: a suitable replacement, an equivalent-value product, or simply a refund of what I originally paid. They refused. Instead, they offered me a ~$130 feeder intended for cats. I have a large dog. I don’t own a cat. When I continued asking for another solution, PETLIBRO told me in writing: “The resolution we previously offered—the Granary 2 Series—was extended as a one-time courtesy, and unfortunately, this is the only resolution we are able to provide at this time.” So yes, as PETLIBRO now helpfully points out in its latest public response, I eventually agreed to take it. In fact, my original Trustpilot review explicitly explained that I had become so tired of fighting with them that I would accept the cat feeder, resell it, and try to recover some of my money. They had told me plainly: this was the only resolution available. Here is the part PETLIBRO’s latest response conveniently rewrites: They already knew I had accepted the feeder when they responded publicly to my first review. Nevertheless, PETLIBRO publicly acknowledged that the replacement might not meet my needs and promised that someone would contact me within 24 hours to “review the case again and discuss a more suitable resolution.” Nobody contacted me. Nobody discussed another resolution with me. They simply shipped the feeder. Now PETLIBRO’s latest public response says, “Based on that confirmation, our team proceeded accordingly,” emphasizing that I agreed to the replacement on September 15. Except my September 15 acceptance happened BEFORE PETLIBRO publicly promised to reconsider the resolution. They already knew I had accepted the feeder when they made that promise. Pretending now that they simply shipped what I had agreed to completely omits what happened afterward. That is the entire point of this review: Privately: “This is the only resolution we are able to provide.” Publicly on Trustpilot: We understand. We’ll reconsider. Someone will contact you within 24 hours. Privately again: Nothing. Ship the feeder anyway. And now another polished public response rewriting the timeline to make it sound as though they simply fulfilled a resolution I willingly chose. This is customer service theater. In my experience, PETLIBRO becomes remarkably attentive when there is a public review to respond to. Actually resolving the customer’s problem is another matter.

J’ai acheté le distributeur de croquettes double bols en juin 2025 sur Amazon. J’ai souvent connu des problèmes de connexion wifi ou de non distribution de croquettes quasi toutes les semaines qui demandait un redémarrage de l'appareil toutes les semaines. Le 13 septembre le distributeur plante et malgré toutes mes tentatives il ne se remet pas en wifi. J’écris au service client qui me demande tout les éléments (facture d’achat, numéro PN) + une vidéo que j'ai envoyé dans la foulée après tout les tests effectués. Et depuis plus rien!!!! J’ai relancé le service client le 17 où on m’a répondu en s’excusant etc mais sans résoudre mon problème ! Et de nouveau plus rien!!!! J'ai relancé le 23, le 24, j’ai refait un formulaire sur le site, personne ne me répond!!!! Voilà désormais 2 semaines que je n’ai plus de distributeur alors que mes chats doivent impérativement suivre une prise régulière! Ils ont une obligation légale de garantie durant 2 ans qu’ils n’appliquent pas pour moi! C'est absolument scandaleux au prix du distributeur et irrespectueux de ne plus répondre alors qu’on vous indique que quelqu’un va résoudre le problème. Suite : j’ai été contacté par PETLIBRO le 28 septembre conformément à leur engagement dans leur réponse, on m’a promis un remboursement sous 5 jours maximum, je les ai relancé le 2 octobre pour dire que je n’avais toujours pas le remboursement, pas de réponse! On est le 8 octobre soit 10 jours après l’annonce du remboursement et je ne suis toujours pas remboursée! C’est une honte je n’ai pas d'autres mots.

Anfangs bekamen wir rasch Antwort. Kamera lief. Das hat sich schnell geändert: der Support meldet sich nicht mehr. Kamera ist ständig offline. Und das teure KI Abo geht auch nicht. Wir werden künden. Katastrophe sowas. Die Tipps, die wir bekommen haben, helfen auch nicht.