Ester
Mould in Water Fountain and Terrible Customer Care Experience
I had high hopes for the water fountain, but the experience has been incredibly frustrating. The fountain repeatedly builds black, sand like mould after just a few days of changing/cleaning it, despite regular cleaning with water, vinegar, and bicarbonate. I changed the pump and bought a new one, yet the issue persisted. When I reached out to customer support, they were dismissive and unhelpful, repeatedly asking me to let the mould return and send photos, as if they didn’t trust what I was describing. I explained that doing so could put my cat’s health at risk, but they didn’t seem to care. After this disappointing experience, I’ve decided to move on and purchased a stainless steel fountain. I really wanted to like this product, but between the poor quality and terrible customer care, I can’t recommend it.
Response from PetlibroNov 6, 2025
Hi Ester, Thank you for sharing your feedback with us. We sincerely apologize for any inconvenience you’ve experienced. I’m truly sorry that your recent interaction with our support team did not meet your expectations. At PETLIBRO, we’re committed to providing high-quality products and dependable customer service, and it’s disappointing to know we fell short in your case. Upon checking, your fountain is currently beyond the 24-month warranty period. However, we’d still like to do our best to offer assistance within our capacity. If you have any further questions or concerns, please don’t hesitate to reach out. Your feedback is very valuable to us, and we appreciate you taking the time to share it. We hope to restore your confidence in our service.