Average
Based on 1,033 reviews
Petlibro3.4Honesty, pricing, process and quality scores appear once 5 customers have rated them.
Since 2019, Petlibro has designed products for the intertwined lives of pets and their people. From smart feeders with health insights to ultra-filtered automatic fountains and AI-powered cameras, our award-winning products are engineered to magnify the bond between your pet and you.
Petlibro (petlibro.com) has 1,033 customer reviews on Folks Told, with an average rating of 3.4 out of 5.
1,033 approved reviews, newest moderated first
Julian W.
The water fountain arrived today. I've set it up and within 20 minutes both cats were drinking from it. Its very quiet ( although even the small noise attracts the hunter in the cats) its seems to be a quality product, though early days. Proximity indicator works well and materials seem to be well constructed. Only concern( so far) is the adding & removing of the filter, not sure the fastening will last Looks great, lets see how it lasts
Jade
Currently in the process of being offered a refund, since that email no one is replying. Absolute shocking service.
Reply from PetlibroMay 27, 2024
Dear Jade, Thank you for reaching out to us. We genuinely apologize for any inconvenience caused by the refund process. We understand how frustrating it can be when things don't go as expected, and we're truly sorry that we weren't able to respond to you promptly. Your satisfaction is our top priority, and we want to make things right for you. Our dedicated team will keep follow up on your case. If you have any concerns, please feel free to contact us. Thank you for your understanding and cooperation in this matter. We're here to support you every step of the way and look forward to hearing from you soon.
Raphaël B.
Jai commandé 5 distributeurs pour la coquette somme de 510 euros. Je n’en ai reçu qu’un seul. Où sont passés les 4 autres ? Je ne peux appeler personne : pas de numéro fourni. Juste une adresse mail à laquelle on ne me répond pas. Je vais faire une réclamation sur PayPal pour me faire rembourser si je n’ai pas de nouvelles d’ici une semaine. Mon numéro de commande si vous souhaitez faire quelque chose : 2420003261.
Reply from PetlibroJun 21, 2024
Boujour Raphaël, Merci d'avoir pris le temps de partager votre expérience. Nous regrettons sincèrement les problèmes que vous avez rencontrés avec votre commande. Il est inacceptable que vous n'ayez reçu qu'un seul des 5 distributeurs que vous avez commandés, et que nous n'ayons pas répondu à vos demandes. En vérifiant les interactions, nous avons remarqué que votre équipe de support client a fourni une solution qui vous convient. Nous espérons que cette solution vous conviendra. Nous visons à offrir une expérience client irréprochable à chaque interaction. Malheureusement, nous n'avons pas répondu à vos attentes dans ce cas. Permettez-moi de faire de mon mieux pour rectifier la situation. Je vous demande de bien vouloir me contacter dès que possible afin que nous puissions trouver une solution ensemble. Encore une fois, nous apprécions votre patience et votre compréhension.
Alison W.
Sent me a used pet feeder that still smelled like the prior purchaser’s brand of cat food. I requested a refund and although they claim to respond to inquiries within 24 hours, it’s been more than that and I’ve heard nothing. I finally got the return label but I still have not gotten a refund even though tracking says that the feeder arrive Update;: they got the feeder and refunded my money
Reply from PetlibroMay 27, 2024
Dear Alison, Thank you for reaching out to us. We genuinely apologize for any inconvenience caused by the refund process. We understand how frustrating it can be when things don't go as expected, and we're truly sorry that we weren't able to respond to you promptly. Your satisfaction is our top priority, and we want to make things right for you. Our dedicated team has sent you a return label but hasn't received your response after, please kindly check your inbox or spam folder. We're here to support you every step of the way and look forward to hearing from you soon.
Lina
I usually don’t give bad reviews, but I am truly disappointed. Didn’t receive 2 out of the 4 ordered items. Still waiting on the third one, but here at least the tracking works so I can inform myself, as I at some point didn’t receive feedback anymore from petlibros customer service either now for almost 2 days. I know this is not super long, but it’s confusing as they used to be very communicative and fast before. Now that there is an issue, so when it’s important for a customer, I don’t hear back. I just don’t like the fact that they say we respond within 24 hours when they don’t. I really would like all the products that I ordered and within a timely manner. Don’t like to be left alone and the company with the money when they don’t provide products or at least feedback for.
Reply from PetlibroJun 21, 2024
Hello Lina, Thank you for taking the time to share your experience. I'm sorry to hear that you've been disappointed with our service. Providing a positive customer experience is a top priority for us, so I apologize that you've had trouble receiving your full order and getting timely responses from our team. It's unacceptable that you're missing 2 out of the 4 items you ordered, and that communication has been lacking on our end. We pride ourselves on being responsive and transparent, so this clearly falls short of our standards. Please let me know the details of your order, including the tracking information for the outstanding item, and I will personally look into this for you. Our goal is to ensure that every customer is fully satisfied, so I want to make this right. I appreciate you bringing this to our attention, as it helps us identify areas where we can improve. Please feel free to reach out to me directly, and I will work diligently to resolve this issue to your satisfaction. We value your business and hope to have the opportunity to provide you with a much better experience going forward.
Loredana G.
I wanted to return one of the item and they didn’t answering properly to can process the return. I had 30 days being able to return. Such a shame customer service . I would never buy anything from them. I do not recommend, if you are not happy with the items, you are not able to return because they don’t answer!
Reply from PetlibroApr 25, 2024
Dear Loredana, Thank you for reaching out to us. We genuinely apologize for any inconvenience caused by the return process. We understand how frustrating it can be when things don't go as expected, and we're truly sorry that we weren't able to respond to you promptly. Your satisfaction is our top priority, and we want to make things right for you. Our dedicated team will keep follow up on your case. If you have any concerns, please feel free to contact us. Thank you for your understanding and cooperation in this matter. We're here to support you every step of the way and look forward to hearing from you soon.
Ching Chen C.
My Petlibro Granary feeder with camera stopped worked after a few times of using it. It wouldn't connect to WiFi. I contacted Petlibro via their website but no reply. What is the point of saying you'll get back in one working day when there's no reply?
Reply from PetlibroApr 23, 2024
Dear ChingChen, Thank you for reaching out to us. We genuinely apologize for any inconvenience caused by your product not functioning properly. We understand how frustrating it can be when things don't go as expected, and we're truly sorry that we weren't able to respond to you promptly due to the weekend break. Your satisfaction is our top priority, and we want to make things right for you. In our efforts to address your concerns, we're currently having some difficulty locating the communication record associated with your feedback within our system. To ensure that we provide you with the best possible assistance, could you please share the email address you used to contact us? This will allow us to locate the relevant communication and address your feedback promptly and effectively. Thank you for your understanding and cooperation in this matter. We're here to support you every step of the way and look forward to hearing from you soon.
Schade
Did not receive anything after one month and are fighting to get my money back. Cannot recommend this company
Reply from PetlibroApr 25, 2024
Dear Valued Customer, Thank you for reaching out to us. We genuinely apologize for any inconvenience caused by shipping process. We understand how frustrating it can be when things don't go as expected. Your satisfaction is our top priority, and we want to make things right for you. In our efforts to address your concerns, we're currently having some difficulty locating the communication record associated with your feedback within our system. To ensure that we provide you with the best possible assistance, could you please share the email address you used to contact us? This will allow us to locate the relevant communication and address your feedback promptly and effectively. Thank you for your understanding and cooperation in this matter. We're here to support you every step of the way and look forward to hearing from you soon
