PetlibroReviews of petlibro.com

Response from PetlibroSep 17, 2026

Dear Bella, Thank you for sharing your experience so openly. We’re very sorry that you’ve had such a difficult time reaching our support team, especially after you had already completed troubleshooting and sent us a video of the issue. We also took note of your comment about us needing more customer service agents, and we understand why the delays led you to feel that way. During this busy period, we have experienced a significant increase in customer inquiries, which has unfortunately affected our response times. We are actively expanding our support team, training additional team members, and improving our internal processes so that customers can receive faster, clearer, and more consistent assistance. We understand how important a reliable feeder is when you are away from home and relying on it for your cats’ daily routine. We also appreciate the time and effort you have already spent providing the information needed for us to review the case. Your request has been prioritized, and a member of our support team will follow up with you within 24 hours to continue reviewing the case and provide the next step. Thank you for your patience and for giving us the opportunity to address this properly. Sincerely, Petlibro Customer Support

Response from PetlibroSep 17, 2026

Dear Chelsea, Thank you for sharing your experience and for providing the detailed screenshots, device information, and documentation of the issue. We understand the concern you raised regarding the feeder not opening reliably and the inconsistency between the physical feeder behavior and the status shown in the App. We also appreciate the time you have already spent troubleshooting and documenting the problem, including the “Failed to open lid” error and the comparison with your second Polar feeder. During this busy period, we have experienced a significant increase in customer inquiries, which unfortunately affected our response times. We are actively expanding our support team, training additional team members, and improving our internal escalation and follow-up processes so that cases like yours can be handled more quickly and consistently. Our customer service team replied to you on September 17 and has already provided a proposed solution for your case. A member of our team will follow up with you again within 24 hours to continue the discussion and make sure the case keeps moving forward. We sincerely apologize for the delay and appreciate the opportunity to continue working with you toward a proper resolution. Sincerely, Petlibro Customer Support

Response from PetlibroSep 20, 2026

Liebe Mary, vielen Dank, dass Sie uns das Video und die zusätzlichen Informationen zur Ersatzpumpe zur Verfügung gestellt haben. Wir verstehen, dass sich Ihre Reklamation auf die separat gekaufte Ersatzpumpe bezieht und nicht auf den älteren Trinkbrunnen selbst. Aus dem bisherigen Austausch geht hervor, dass der Wasserfluss trotz vollständiger Reinigung und korrektem Zusammenbau weiterhin deutlich zu schwach ist. Um die Ursache eindeutig zu bestätigen, möchten wir noch prüfen, ob das Problem tatsächlich vom Rotor ausgeht. Falls sich nach der Prüfung bestätigt, dass der Rotor bzw. die Pumpe selbst die Ursache ist, können wir die Garantieprüfung entsprechend auf dieses Bauteil beziehen. Ein Mitglied unseres Kundenservice-Teams wird sich innerhalb von 24 Stunden erneut bei Ihnen melden, um die Prüfung fortzusetzen und die nächsten Schritte mit Ihnen abzustimmen. Vielen Dank für Ihre Geduld und dafür, dass Sie uns die Möglichkeit geben, den Fall korrekt weiterzuverfolgen. Mit freundlichen Grüßen Petlibro Customer Support

Response from PetlibroSep 17, 2026

Dear Peter, Thank you for sharing your experience. We’re very sorry that the recent update caused additional issues with your device and that you were left waiting for support afterward. We understand that, after the update, the indicator light began flashing continuously and this affected motion detection and recording behavior. We appreciate you reporting the issue and providing the information needed for our team to review it. During this busy period, we have experienced a significant increase in customer inquiries, which has unfortunately affected our response times. We are actively expanding our support team, training additional team members, and improving our internal follow-up processes so that technical cases can be handled more promptly and consistently. Your case has been prioritized, and a member of our support team will follow up with you within 24 hours to continue reviewing the issue and provide the next step. We sincerely apologize for the delay and appreciate you giving us the opportunity to address this properly. Sincerely, Petlibro Customer Support

Response from PetlibroSep 16, 2026

Dear Kelly, Thank you for taking the time to share your experience. We are very sorry that two products from the same bundle have caused problems and that the follow-up on both cases has taken much longer than expected. Regarding the RFID feeder, we understand that it arrived damaged and unusable from the moment it was unboxed. You promptly provided the requested photos, video, order information, shipping address, and product details, and we sincerely appreciate the time you took to provide everything needed for the review. We also understand your frustration with being told that the replacement request had been escalated without then receiving a clear confirmation or dispatch timeframe. The case required additional internal review because the correct replacement configuration for your region had to be confirmed, but we recognize that this should not have left you waiting without a meaningful update. We’re also sorry to hear about the issue with the Dockstream RFID Smart Fountain, especially while you were already waiting for the feeder case to be resolved. We understand how frustrating it is to deal with multiple product concerns at the same time. During this busy period, we have experienced a significant increase in customer inquiries, which has caused delays in some escalated cases. We are actively expanding our support team, training additional agents, and improving our internal follow-up process so that urgent warranty and replacement cases are handled more consistently and with clearer timelines. Please be assured that your products are covered by Petlibro’s 24-month warranty. We will take responsibility for the applicable warranty support and continue following both cases until an appropriate resolution is provided. Your cases have been prioritized for follow-up, and a member of our support team will contact you within 24 hours to review both the damaged feeder and the fountain issue and provide the next steps. We sincerely apologize for the repeated delays and for the stress this has caused, especially with your kittens already arriving. Thank you for giving us the opportunity to continue working toward a proper resolution. Sincerely, Petlibro Customer Support

Response from PetlibroSep 16, 2026

Dear Vanessa, We sincerely apologize for the frustration you experienced with both your Polar feeder and the support you received while trying to resolve the issue. We understand how concerning it is when a feeder does not open reliably, especially when you depend on it to feed your pets while you are away. We understand that you had already completed the recommended troubleshooting and that the issue remained unresolved. We’re sorry that the follow-up did not move forward as promptly as it should have. During this busy period, we experienced a significant increase in customer inquiries, which resulted in longer response times than usual. We are actively training additional team members and improving our internal escalation and follow-up processes so that customers receive clearer, more timely, and more solution-oriented assistance. We’re glad that our customer service team has now been in contact with you and provided a solution for your case. Our team will continue to follow up with you and stay engaged until we can confirm that the issue has been fully resolved. We sincerely appreciate your patience throughout this process. Your experience has also been recorded as important feedback for our support team, and we will continue improving both our response process and the overall customer experience. Sincerely, Petlibro Customer Support

Response from PetlibroSep 16, 2026

Dear Ben, Thank you for sharing your experience. We’re very sorry that you have been waiting so long after being advised that a replacement would be arranged. During this busy period, we have experienced a significant increase in customer inquiries, which has unfortunately caused delays in some warranty and replacement cases. We are actively expanding our support team, training additional team members, and improving our internal follow-up processes so that cases like yours can be handled more promptly and consistently. At this time, we have not been able to confidently match the reviewer name “Ben Wells” with a specific support case in our system. It is possible that you contacted us using a different name, full name, or email address, which may be why we have not been able to identify the correct case from the reviewer information alone. If the issue is still unresolved, could you please update this Trustpilot review and add your support ticket number? This will allow us to accurately locate your previous communication, review the full history of the case, and ask our support team to prioritize the follow-up for you. We sincerely apologize for the delay and appreciate you giving us the opportunity to look into this properly. Sincerely, Petlibro Customer Support

Response from PetlibroSep 18, 2026

Cher Florian, Nous sommes sincèrement désolés pour cette expérience et comprenons pleinement votre déception. Concernant la gamelle anti-glouton, nous reconnaissons qu’au moment de votre achat, il n’était pas clairement indiqué ni suffisamment visible qu’elle n’était pas compatible avec la version à double bol du distributeur Granary avec caméra. En réalité, cette gamelle anti-glouton est compatible avec le support de bol de la version à bol unique, mais ne peut pas être utilisée directement avec la version à double bol. Nous vous présentons nos sincères excuses pour cette confusion. Nous avons déjà demandé à notre équipe commerciale d’améliorer et de préciser la description du produit afin d’expliquer plus clairement la compatibilité entre les différentes versions et d’éviter que d’autres clients ne rencontrent le même problème. Nous sommes également désolés pour la lenteur du traitement de votre demande. Nous faisons actuellement face à un volume particulièrement important de demandes, ce qui a malheureusement allongé nos délais de réponse. Nous renforçons notre équipe, formons de nouveaux agents et optimisons nos procédures afin d’améliorer la rapidité et la qualité de notre service. Concernant les frais de retour, notre politique prévoit normalement que, pour un retour non lié à un problème de qualité du produit, les frais d’expédition du retour restent à la charge du client. Cela étant, nous comprenons parfaitement votre frustration dans ce cas précis. Nous allons également renforcer la formation de notre équipe afin que ce type de situation puisse être examiné et traité avec davantage de flexibilité en fonction du contexte de chaque commande. Nous continuerons à suivre votre dossier avec attention afin de nous assurer que votre situation soit pleinement résolue. Nous vous présentons à nouveau nos sincères excuses pour les désagréments rencontrés et vous remercions d’avoir pris le temps de nous faire part de votre expérience. Mit freundlichen Grüßen Petlibro Kundenservice