PetlibroReviews of petlibro.com

Reply from PetlibroAug 21, 2026

Hola Diego, Gracias por compartir su experiencia. Lamentamos sinceramente la preocupación y la frustración que esta situación le ha causado, especialmente estando fuera de casa y dependiendo del alimentador para cuidar de su gato. Los problemas de conexión que experimentó coincidieron con una interrupción inesperada del servicio de la App de Petlibro. El servicio ya ha sido restablecido y podemos ver que su dispositivo está nuevamente en línea. Sin embargo, entendemos perfectamente que esto no elimina la preocupación que sintió mientras estaba fuera ni el hecho de que tuvo que pedir ayuda a un amigo para asegurarse de que su gato recibiera comida. También hemos tomado muy en serio su comentario de que el alimento se atasca con frecuencia. Este problema puede ser independiente de la interrupción de la App, por lo que nuestro equipo también revisará el funcionamiento de la dispensación, incluyendo factores como la alimentación eléctrica, el tamaño de las croquetas y el estado del rotor. Dado que actualmente se encuentra fuera de casa, no queremos pedirle que realice pasos innecesarios o poco prácticos. Nuestro equipo de soporte trabajará con usted para determinar la forma más adecuada de comprobar el problema y encontrar una solución. Hemos trasladado tanto su experiencia durante la interrupción de la App como el problema recurrente de dispensación a nuestro equipo técnico para su análisis. Agradecemos sinceramente sus comentarios, ya que nos ayudan a mejorar tanto la fiabilidad del producto como la experiencia de soporte. Un miembro dedicado de nuestro equipo de soporte se pondrá en contacto con usted dentro de las próximas 24 horas para proporcionarle los siguientes pasos adecuados. Lamentamos nuevamente que esta experiencia haya afectado su confianza en Petlibro y agradecemos la oportunidad de ayudarle. Atentamente, Petlibro Customer Support

Reply from PetlibroAug 19, 2026

Hi there, Thank you for your message. It is truly heartening to hear such positive feedback about our feeder and the support you received from our team. We are so glad that the feeder has provided you with the flexibility you needed while ensuring your cat stays happy and well-fed. Knowing that your cat is overjoyed to have the feeder back brings a smile to our faces. Our goal is always to provide reliable products and helpful service, and we are glad we could make things right for you. Your patience throughout the replacement process is very much appreciated. If we can be of further assistance, please feel free to let us know, we spare no effort to serve you.

Reply from PetlibroAug 18, 2026

Hi there, Thank you for your message. We are delighted that Rita and our customer service team were able to help resolve the issue with your refrigerated feeder. We truly appreciate your thoughtful review and continued trust in Petlibro. It is wonderful to know you can feel confident that your cat will be properly fed while you are away. Thank you again for your kind words and for being part of the Petlibro family. Wishing you and your cat many happy, well-fed days ahead!

Reply from PetlibroAug 20, 2026

Hi Alex, Thank you for sharing your concerns. We are truly sorry for the frustration and loss of confidence this experience has caused, especially when reliable feeding is so important for customers who depend on an automatic feeder while away from home. The feeding issues you experienced occurred during the unexpected Petlibro App and cloud service disruption in August. Under normal operation, feeding schedules stored on the feeder are designed to continue running even if the App or cloud service is temporarily unavailable. However, during this particular incident, our technical team identified abnormal feeding-plan data affecting a small number feeders, which could interfere with scheduled feeding execution. We also recognize that App feeding records during the disruption were not always complete or accurate. Our technical team has been investigating both the feeding-plan issue and the service disruption, and we are working on firmware and system improvements intended to reduce the risk of similar issues in the future. The next version will include further improvements to help reduce the risk of similar issues occurring in the future. We can see that your feeders are currently online and operating again, but we fully understand that this does not undo the missed feeding events or restore the confidence affected by the incident. We sincerely appreciate the detailed information and screenshots you provided, as they have helped our team investigate what occurred. We are also very sorry for your support experience. We understand how frustrating it was to reach out repeatedly and be told that someone would follow up without receiving the timely assistance you expected. Due to the current peak season and a significant increase in support inquiries, our response times have been slower than usual. Please rest assured that we are actively training new team members and improving our processes to increase efficiency, Regarding your return request, troubleshooting and investigating the feeding issue were intended to help us understand what happened, not to delay or prevent an applicable return request. We remain committed to honoring our 30-day return policy for requests made within the applicable period, and we sincerely apologize if the handling or communication of your case gave you a different impression. A dedicated member of our support team is already following your case and will contact you within 24 hours to provide further assistance based on your situation. Thank you for bringing these concerns to our attention. We take both feeding reliability and customer trust seriously, and your feedback is helping us improve both our products and our support experience. Sincerely, Petlibro Customer Support

Reply from PetlibroAug 20, 2026

Hi Andrei, Thank you for taking the time to share such detailed feedback. We are truly sorry for the concern and loss of confidence this experience has caused, especially when customers rely on an automatic feeder to care for their pets while away from home. The issues you described occurred during the unexpected Petlibro App and cloud service disruption in August. The App service has since been restored, and our technical team has been closely reviewing the feeding-plan issues reported during the incident. Under normal operation, feeding schedules stored on the feeder are designed to continue running even if the App or cloud service is temporarily unavailable. However, during this particular incident, we identified cases where feeding-plan data did not behave as expected, which could affect scheduled feeding execution. We fully understand why this raised serious concerns about reliability. We are equally sorry that our communication during the incident did not provide the clarity and reassurance customers needed. When pet owners are uncertain whether scheduled meals have been delivered, timely and transparent communication is especially important. We also understand your concern about critical comments on social media. Petlibro does not intentionally restrict or remove negative feedback simply because it is critical. We are actively responding to customer reviews and concerns across our support channels. During this period, however, we have experienced a significant increase in inquiries, which has resulted in slower response times in some cases. We are actively expanding and training our support team and improving our internal processes so that customer concerns can be addressed more quickly and consistently. At the same time, our technical team has completed an initial investigation into the feeding-plan issues reported during the service disruption. The next firmware version will include further improvements aimed at reducing the risk of scheduled feeding plans failing during future App or cloud service disruptions. We will also continue improving the related systems to strengthen overall reliability. We understand your concern about relying on a connected feeder while travelling, and we take feeding reliability very seriously. Your detailed feedback has helped us identify where both our technology and our communication still need improvement. A dedicated member of our support team is already following your case and will continue assisting you directly. Thank you again for bringing these concerns to our attention and giving us the opportunity to improve. Sincerely, Petlibro Customer Support

Reply from PetlibroAug 21, 2026

Guten Tag, vielen Dank, dass Sie sich die Zeit genommen haben, Ihre Erfahrung so ausführlich zu schildern. Es tut uns sehr leid, dass sich die Bearbeitung Ihres Falls über einen so langen Zeitraum hingezogen hat und Sie mehrfach selbst nachhaken mussten, obwohl Sie die angeforderten Tests bereits durchgeführt und die erforderlichen Informationen sowie Videos zur Verfügung gestellt hatten. Wir verstehen besonders gut, warum der Ablauf für Sie widersprüchlich und enttäuschend wirkte. Nachdem Ihnen bereits eine klare Einschätzung zu Ihrem Gerät mitgeteilt worden war und Sie Ihre Lieferadresse bestätigt hatten, wurden später nochmals zusätzliche technische Prüfungen angefordert. Diese sollten dazu dienen, die genaue Ursache weiter einzugrenzen und sicherzustellen, dass die passende Lösung für Ihren Fall bereitgestellt wird. Wir erkennen jedoch an, dass dieser Hintergrund nicht klar genug kommuniziert wurde und dadurch verständlicherweise der Eindruck entstand, dass bereits abgeschlossene Prüfschritte erneut von Ihnen verlangt wurden. Wir möchten uns außerdem ausdrücklich für Ihre wiederholte Unterstützung bedanken. Sie haben die angeforderten Videos mehrfach und fristgerecht bereitgestellt und uns sogar darauf hingewiesen, dass die jeweiligen Links nur für einen begrenzten Zeitraum verfügbar waren. Wir verstehen, wie frustrierend es ist, wenn Sie sich die Mühe machen, die Unterlagen rechtzeitig bereitzustellen, aber nicht ebenso zeitnah eine Rückmeldung erhalten. Wir haben unser Support-Team daher angewiesen, Fälle mit zeitlich begrenzten Video-Links prioritär zu prüfen, damit die von Kunden bereitgestellten Unterlagen rechtzeitig berücksichtigt werden können. Ebenso bedauern wir sehr, dass Sie mehrfach selbst Kontakt aufnehmen mussten, um überhaupt ein Update zu Ihrem Fall zu erhalten. Während der aktuellen Hochsaison ist das Anfragevolumen deutlich gestiegen, wodurch unsere Antwortzeiten in einigen Fällen länger als üblich waren. Wir wissen jedoch, dass dies die lange Wartezeit nicht entschuldigt. Wir erweitern und schulen unser Support-Team weiter und optimieren gleichzeitig unsere internen Abläufe, damit frühere Kommunikation und bereits abgeschlossene Prüfschritte sorgfältiger berücksichtigt und Fälle effizienter weitergeführt werden können. Unser Support-Team hat Ihren Fall inzwischen persönlich weiterverfolgt und Ihnen bereits eine konkrete Lösung angeboten. Wir werden die weitere Bearbeitung weiterhin begleiten, um sicherzustellen, dass Ihr Anliegen ordnungsgemäß abgeschlossen wird. Wir bedauern sehr, dass diese Erfahrung Ihr Vertrauen in Petlibro beeinträchtigt hat, und danken Ihnen dafür, dass Sie uns so detailliert auf die Schwachstellen im Ablauf aufmerksam gemacht haben. Ihr Feedback hilft uns dabei, sowohl unsere Kommunikation als auch unsere internen Prozesse weiter zu verbessern. Mit freundlichen Grüßen Petlibro Customer Support

Reply from PetlibroAug 25, 2026

Hi Margo, Thank you for sharing such detailed feedback, and we appreciate that your Petlibro fountain has served you for about four years. 【1】Filter replacement and water freshness We understand your concern about the recommended filter replacement interval. The two-week recommendation refers to the filter itself and does not mean the fountain should go two weeks without fresh water or cleaning. Regular water changes and cleaning are still important, and the actual frequency may vary depending on pet hair, saliva, dust, and the surrounding environment. 【2】Cloudy water and slimy buildup If the water becomes cloudy or a slimy film develops, we recommend thoroughly cleaning the fountain components, especially the rotor, shaft, and rotor chamber, using the cleaning brush. This helps remove hair and buildup and maintain proper water circulation. You can also refer to our cleaning video here: https://petlibro.com/pages/faq-video/wf-116-clean-pump 【3】Drinking record accuracy We also understand your concern about false drinking records. Because the fountain uses sensitive detection, movement or vibration around the unit can sometimes be interpreted as a drinking event. To help reduce false records, we recommend placing the fountain on a firm, flat, stable surface, keeping it away from appliances or high-traffic areas that may cause vibration, making sure the power cable is fully seated and not pressing against walls or other objects. These adjustments can help improve the accuracy of the drinking data. 【4】Further support We were unable to locate a recent support case associated with the information available in this review. If the issue is still unresolved, please email us at [email protected] with a link to this review and a screenshot of it. Thank you again for your long-term use of Petlibro and for sharing feedback that helps us improve both our products and guidance. Sincerely, Petlibro Customer Support

Reply from PetlibroAug 25, 2026

Hi Teresa, Thank you for sharing your experience. We are truly sorry that your new Dockstream 2 Smart Cordless Fountain stopped performing as expected within such a short time, and we especially appreciate the time you have already spent troubleshooting the issue and providing videos for our review. The recent Petlibro App service interruption has been resolved. We have also reviewed the information and videos you provided. In the first video, the second indicator from the right is the power indicator; when it is illuminated, the fountain is operating while connected to mains power. Once the fountain has successfully connected to Wi-Fi, the Wi-Fi indicator does not need to remain illuminated continuously, so this behavior by itself does not indicate a connection failure. In the second video, however, we can see that the power indicator is on while the fountain does not respond when you wave your hand in front of the sensor. We understand that the cordless automatic sensing function is one of the key reasons you purchased this model, so our team is continuing to review this behavior carefully. If you need to submit additional device feedback through the Petlibro App, you can go to My → Feedback, select the relevant feedback type such as Product Issue, choose the affected device, and then submit your comments and any available screenshots or attachments. This information can help our technical team review the device data more closely. We also sincerely apologize for the long delay in our responses. We are especially sorry that, after you had already completed the requested troubleshooting and clearly asked us to resolve the matter, you still had to contact us repeatedly for an update. Due to the current peak season, 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 processes so that each inquiry can be handled more efficiently. Your case has also been prioritized. A dedicated member of our support team will follow up with you within 24 hours, review the results already provided, and offer the most appropriate next step for your situation. We are very sorry that this experience has affected your confidence in Petlibro, and we appreciate your patience and cooperation while we work to address it. Sincerely, Petlibro Customer Support