PetlibroReviews of petlibro.com

Reply from PetlibroFeb 7, 2026

Hi Levinson, We’re very sorry to hear about your experience, and we sincerely apologize for the frustration this has caused you. This is certainly not the experience we want our customers to have. Due to a recent high volume of incoming emails, there have unfortunately been some delays in our response times. While weekends are normally outside of our regular customer support hours, we fully understand the inconvenience this situation has caused you. Please rest assured that we take your case seriously. Our team will follow up on your case within the next 24 hours to help resolve the issue with your device as quickly as possible. We stand behind our products and provide 24-hour support for our devices. Thank you for your patience, and we truly appreciate the opportunity to make this right for you. Petlibro

Reply from PetlibroFeb 2, 2026

Bonjour Jade, Merci pour votre retour. Nous vous prions de bien vouloir accepter nos excuses pour la gêne occasionnée. Nous sommes sincèrement désolés d'apprendre que votre expérience avec notre service client n'a pas été à la hauteur de vos attentes. Après vérification de nos échanges, nous constatons avoir répondu à votre demande le 26 janvier, mais nous n'avons reçu votre réponse qu'aujourd'hui. Pourriez-vous, s'il vous plaît, vérifier votre dossier de courriers indésirables et nous répondre dès que possible ? Si vous avez d'autres questions ou des inquiétudes, n'hésitez pas à nous contacter. Votre avis est très important pour nous et nous vous remercions de nous avoir fait part de ce problème. Nous espérons avoir l'opportunité de regagner votre confiance en nos services.

Reply from PetlibroFeb 2, 2026

Hallo Alexandra, vielen Dank für Ihr Feedback. Wir entschuldigen uns aufrichtig für die entstandenen Unannehmlichkeiten. Es tut mir sehr leid, dass unser Support-Team Ihre Erwartungen nicht erfüllt hat. Wir sind stets bemüht, qualitativ hochwertige Produkte und einen zuverlässigen Kundenservice anzubieten, und es ist bedauerlich zu hören, dass wir in Ihrem Fall nicht unseren Ansprüchen gerecht werden konnten. Ihrer Bewertung zufolge ist die vorgeschlagene Lösung unangemessen. Bezüglich des fehlenden Brunnens sollten wir Ihnen entweder eine Rückerstattung gewähren oder Ihnen einen neuen Brunnen zusenden. Bitte antworten Sie uns mit diesem Link zu Ihrer Bewertung. Wir werden Ihre E-Mail schnellstmöglich beantworten. Sollten Sie weitere Fragen oder Anliegen haben, können Sie sich jederzeit an uns wenden. Ihr Feedback ist uns wichtig, und wir danken Ihnen, dass Sie uns auf diese Probleme aufmerksam gemacht haben. Wir hoffen, Sie zufriedenstellen zu können.

Reply from PetlibroJan 18, 2026

Dear Elizabete, We’re truly sorry to hear about your experience, and we sincerely apologize for the frustration this situation caused. This is not the experience we want our customers to have, and we are committed to providing both high-quality products and reliable, transparent support. First, we’d like to confirm that your order has now been fully refunded. The refund has already been processed, and you should see the funds returned to your original payment method within 2–5 business days, depending on your bank. We would also like to clarify our return policy to avoid any misunderstanding. Our policy clearly states that the online return center is available for U.S. addresses only. For customers in other regions (such as Canada), returns are handled directly through our support team. This information is publicly listed, and there was no intention to withhold or obscure it. Regarding the request for troubleshooting steps, our 30-day money-back guarantee specifies that return shipping costs are typically the buyer’s responsibility and will be deducted from the refund. However, when a customer reports a potential product defect or quality-related issue, our goal is not to create obstacles, but rather to confirm whether the issue is caused by the product itself or by usage conditions. If a product defect is confirmed, customers can often avoid unnecessary return shipping costs altogether. Unfortunately, we acknowledge that this was not clearly explained during the communication, which led to understandable frustration, and we sincerely apologize for that. Please rest assured that we stand behind our products with a 30-day money-back guarantee, a 24-month warranty, and lifetime technical support. Your feedback is important to us and helps us improve both our processes and communication moving forward. Thank you for sharing your experience and giving us the opportunity to clarify. Best regards, Petlibro

Reply from PetlibroJan 18, 2026

Bonjour, Nous sommes sincèrement désolés pour les désagréments rencontrés et pour la frustration que cette situation a pu vous causer. Nous comprenons parfaitement votre déception, d’autant plus après plusieurs échanges et manipulations qui n’ont pas permis de résoudre le problème immédiatement. Nous vous présentons également nos excuses pour le délai de réponse. En raison d’un volume de demandes exceptionnellement élevé sur cette période, certaines réponses ont malheureusement pris plus de temps que prévu. Cela étant dit, nous tenons à vous rassurer : nous ne laissons jamais une demande sans suivi et nous respectons toujours nos engagements de garantie. Nous avons bien pris connaissance de votre dossier et souhaitons vous informer que notre collègue Jenny assure actuellement un suivi actif de votre situation. Afin de résoudre le problème, le composant principal de la fontaine vous a été expédié. Vous devriez le recevoir très prochainement, et nous espérons sincèrement que cette solution permettra à votre fontaine de fonctionner à nouveau parfaitement. Nous vous remercions pour votre patience, votre courtoisie et votre attention constante au bien-être de votre compagnon. Chez Petlibro, nous concevons nos produits pour accompagner au mieux la vie quotidienne des animaux et de leurs familles, et nous restons bien entendu à votre disposition si vous avez besoin d’une aide supplémentaire. Nous vous souhaitons, à vous et à votre compagnon à quatre pattes, de nombreux moments heureux et une excellente expérience avec votre fontaine Petlibro. Cordialement, Petlibro

Reply from PetlibroJan 18, 2026

Dear Maggs, Thank you for sharing your experience — we’re truly sorry for the frustration and disappointment caused by the lack of timely support. That is not the experience we want anyone to have, especially when you’re trying to get clear answers before purchasing. We also want to sincerely apologize for the delay. We’ve had an unusually high volume of inquiries recently, which has impacted our response time. However, please be assured we do not ignore customers, and we are committed to responding and providing support. At the moment, we’re unable to locate your specific case based on the information included in the review alone. Since you mentioned multiple attempts to contact us and that you did not receive a callback, we’d like to take this seriously and investigate what happened (including our call logs and any related records) so we can address the root cause. If you still have any unresolved questions or need assistance, please contact us again and include your Trustpilot review link. This will help us quickly locate your case and provide immediate support. We stand behind our products with an industry-leading 24-month warranty and lifetime technical support, and we will make sure you receive the service you deserve. Thank you for your understanding, and we wish you and your furry companion all the best. Best regards, Petlibro

Reply from PetlibroJan 18, 2026

Dear Pet Parent, Thank you for taking the time to share your feedback. We understand how online reviews can influence purchasing decisions, and we respect your decision. Since 2019, Petlibro has been dedicated to designing products for the intertwined lives of pets and their people. From smart feeders with health insights to ultra-filtered automatic fountains, our award-winning products are engineered to strengthen the bond between pets and their owners — designed better for your lives together. We stand firmly behind the quality of our products by offering an industry-leading 24-month warranty and lifetime technical support, ensuring long-term reliability and peace of mind for pet parents. If you have any questions or would like more information about our products or support policies, please feel free to reach out to us directly. Wishing you and your furry companions all the best. Best regards, Petlibro

Reply from PetlibroJan 10, 2026

Hi Nicole, Thank you for your feedback. We are sorry for the misunderstanding. Normally, your order payment details will show all items included. If you notice anything you don’t need, please contact us as soon as possible so we can remove the item or cancel the order before it ships. You can reach us at [email protected] (mailto:[email protected]) or [email protected] (mailto:[email protected]). We typically reply within 1–2 business days. If you have any additional questions or concerns, please feel free to reach out. Your feedback is important to us, and we appreciate you bringing these issues to our attention and hope to bring you satisfaction.