PetlibroReviews of petlibro.com

Response from PetlibroSep 15, 2026

Hi Brandy, Thank you for sharing your experience. We are very sorry that this issue has taken so much time and effort to work through, especially when you rely on the Polar feeder while traveling and need to be able to trust that your cat can access food throughout the scheduled feeding period. We also understand why the repeated troubleshooting requests became frustrating. The information, schedule details, and video you provided were intended to help our technical team understand why the feeder was closing unexpectedly during an active feeding window and determine the appropriate solution. We sincerely appreciate the time you spent helping us investigate this. During this busy period, we have experienced a significant increase in customer inquiries, which has resulted in slower response times than usual. We are actively training additional team members and improving our internal follow-up processes so that cases requiring technical review can be handled more efficiently. Please be assured that your order is within the applicable warranty coverage, and we will take responsibility for continuing to work toward an appropriate resolution. Our team has already continued reviewing your case and the information you provided, and a support specialist will remain in contact with you until the issue is properly addressed. We are especially sorry that this experience has affected your confidence in a product you depend on for your cat’s daily routine. Thank you for your patience and for giving us the opportunity to continue working with you on this. Sincerely, Petlibro Customer Support

Response from PetlibroSep 18, 2026

Dear customer, Thank you for sharing your experience. We’re very sorry that you have been waiting so long for follow-up after completing the troubleshooting and providing the requested information. 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 warranty and technical cases can be handled more promptly and consistently. At this time, we have not been able to confidently match the reviewer name “Mo A” with a specific support case in our system. It is possible that you contacted us using a different name, full name, or email address. 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 identify the correct case and address it properly. Sincerely, Petlibro Customer Support

Response from PetlibroSep 16, 2026

Dear Richard, Thank you for sharing your experience. We are very sorry for the long delay in resolving your case and understand how frustrating it has been to repeatedly follow up after your feeder stopped working. During this period, we experienced a significant increase in customer inquiries, which unfortunately affected our response times and caused some cases to remain open longer than they should have. We are actively expanding our support team, training additional team members, and improving our internal follow-up processes so that warranty cases can be handled more promptly and consistently. We also want to reassure you that there was never any intention to delay or avoid resolving your case. We appreciate the information you provided to help us understand the issue and determine the appropriate next step. Please be assured that your product is covered by Petlibro’s 24-month warranty, and we will take responsibility for providing the appropriate warranty support. A member of our support team will follow up with you within 24 hours to review the full history of the case and continue working toward a proper resolution. We sincerely apologize again for the delay and appreciate your patience in giving us the opportunity to address this properly. Sincerely, Petlibro Customer Support

Response from PetlibroSep 16, 2026

Bonjour Christelle, Merci d’avoir pris le temps de partager votre expérience. Nous sommes sincèrement désolés pour le délai rencontré après vos premières démarches auprès de notre service client. Nous comprenons également votre frustration de ne pas avoir pu obtenir plus rapidement le suivi d’un conseiller après les premières étapes guidées. Ces dernières semaines, nous avons connu une forte augmentation du nombre de demandes, ce qui a malheureusement rallongé nos délais de réponse. Nous renforçons actuellement notre équipe, formons de nouveaux collaborateurs et améliorons nos procédures internes afin que les dossiers techniques et les demandes de service après-vente soient suivis plus rapidement et plus régulièrement. Nous avons bien retrouvé votre dossier ainsi que les informations, photos et vidéos que vous nous avez déjà transmises. Notre équipe poursuivra donc le traitement à partir de ces éléments. Un membre de notre équipe vous recontactera dans les 24 heures afin de poursuivre personnellement le suivi de votre dossier et de vous communiquer clairement les prochaines étapes. Nous sommes sincèrement désolés pour cette attente et vous remercions pour votre patience. Cordialement, Petlibro Customer Support

Response from PetlibroSep 11, 2026

Hi Zelda, Thank you for sharing your experience. We are very sorry that you have been waiting so long for a clear update after completing the troubleshooting and providing a video showing the fountain issue. During this busy period, we have experienced a significant increase in customer inquiries, which has resulted in slower response times than usual. We are actively training additional team members and improving our internal support process so that escalated warranty cases can be reviewed and followed up more efficiently. We appreciate the time you took to test a new motor, clean the fountain thoroughly, and provide the requested video and purchase information. Your case has already been escalated for further review, and our team will review your case carefully and continue working toward the appropriate resolution. A dedicated member of our support team will follow up with you within 24 hours to review the current status and provide a clear next step. We sincerely apologize for the delay and appreciate your patience while we work to resolve this properly. Sincerely, Petlibro Customer Support

Response from PetlibroSep 11, 2026

Hi Mick, Thank you for taking the time to share your experience. We are very sorry that your feeder issue has remained unresolved for so long, especially after you had already completed the troubleshooting and sent us a video for review. During this busy period, we have experienced a significant increase in customer inquiries, which has unfortunately resulted in slower response times than usual. We are actively training additional team members and improving our internal support process so that cases can be reviewed and followed up more efficiently. We also sincerely apologize that our delayed follow-up affected the review of the video you previously provided. Unfortunately, by the time our team was able to review the case, the WeTransfer link had expired and was no longer accessible. Could you please re-upload the video and send us a new WeTransfer link? You will not need to repeat the troubleshooting steps you have already completed, and we will continue the review from the existing case history. Your case has now been prioritized, and a dedicated member of our support team will follow up with you within 24 hours to continue the warranty review and provide a clear next step. We are sorry that the delay has caused you to lose confidence in the support process, and we appreciate the opportunity to properly review your case. Sincerely, Petlibro Customer Suppor

Response from PetlibroSep 10, 2026

Hi Holly, Thank you for sharing your experience. We are very sorry that it has been difficult to get timely support while you were trying to arrange a return for your litter box. During this busy period, we have experienced a significant increase in customer inquiries, which has resulted in slower response times than usual. We are actively training additional team members and improving our internal support processes so that return and warranty-related cases can be followed up more efficiently. We also want to clarify that Petlibro does provide human customer support. Our team has already spoken with you by phone regarding your return request, and your case remains under follow-up. Regarding your concern that the waste container fills up very quickly, we would also like to better understand whether the waste bin is actually full when you empty it, or whether the App is reporting that it is full while there is still space remaining. If the bin is not actually full, this can sometimes be caused by waste accumulating in one area directly below the opening, the waste bag not being laid flat and interfering with the sensor, larger litter clumps taking up more space, or temporary sensor interference. Warm moisture from freshly deposited waste may also occasionally affect detection. To help reduce this, please make sure the waste bag is fitted flat against the bottom and sides of the bin and check whether Waste Cover Assist is enabled under Cleaning Mode Settings in the App, which can help distribute waste more evenly inside the container. Your order is still within the applicable return period, and we will continue to take responsibility for reviewing your request and providing the appropriate next step. A dedicated member of our support team will follow up with you within 24 hours. For the specific litter box behavior and return request, our specialist will continue communicating with you directly by email so we can review the details properly and provide the most appropriate solution. Thank you for your patience and for giving us the opportunity to address this properly. Sincerely, Petlibro Customer Support

Response from PetlibroSep 10, 2026

Hi Scott, Thank you for sharing your experience. We are very sorry that your Granary Smart Feeder arrived with visible yellow discoloration on the front of the white unit. We understand how disappointing it is to receive a new product in that condition. We have noted that you already submitted the issue through our online support form. A dedicated member of our support team will follow up with you within 24 hours to continue assisting with your case. We will also forward the product photos you provided to our quality team for further review so they can determine whether this appears to be an isolated cosmetic manufacturing issue or a color-related issue affecting a particular batch of inventory. Thank you for bringing this to our attention. We take product appearance and quality concerns seriously, and we appreciate the opportunity to review this properly and provide you with the appropriate next step. Sincerely, Petlibro Customer Support