PetlibroReviews of petlibro.com

Reply from PetlibroAug 4, 2026

Hi Victoria, Thank you so much for your wonderful review. It is great to hear that Jinsen was able to help you and that your cat is happy with the wet feeder. We truly appreciate your support and look forward to hearing from you again. We really appreciate your patience and if you have any further questions, please don’t hesitate to contact us.

Reply from PetlibroSep 20, 2026

Dear customer, Thank you for taking the time to share your feedback. We’re sorry to hear about your concerns with the filter fit, pump maintenance, and your overall experience with the product. At this time, we have not been able to confidently match the reviewer name “Andy” with a specific support case in our system. It is possible that you contacted us using a different name, full name. If you have already contacted our support team and the issue is still unresolved, please update this Trustpilot review and add your support ticket number. This will allow us to accurately locate your previous communication, review the details of the filter and fountain involved, and arrange for our support team to prioritize the follow-up. We take concerns related to water quality, filtration, and fountain maintenance seriously, and we would like the opportunity to review the exact product and filter version you received so we can determine the appropriate next step. Thank you again for bringing this to our attention. Sincerely, Petlibro Customer Support

Reply from PetlibroSep 20, 2026

Dear Emma, Thank you for sharing your experience. We’re very sorry that you had to wait so long for a clear update, especially when you had just welcomed a new kitten and were relying on the feeder to arrive promptly. We also understand why the conflicting information about the order status was frustrating. You were initially advised that the order had been received and was being prepared for shipment, and later received different information regarding the product’s availability. During this period, we experienced a significantly higher-than-usual volume of both orders and customer inquiries, which unfortunately affected our response times. We are actively training additional team members and improving our internal processes so that order-status information is communicated more clearly and customers receive timely follow-up. Our support team subsequently reviewed your case, followed up with you, and completed the requested resolution. We sincerely appreciate the patience you showed while trying to get an answer and regret that your first experience with Petlibro was made unnecessarily stressful. Your feedback about clearer availability information and faster communication has been noted and will help us improve the ordering experience. Sincerely, Petlibro Customer Support

Reply from PetlibroAug 7, 2026

Dear Marion, Thank you so much for your thoughtful review! We're truly happy to hear that our team's prompt response and follow-up made a difference and that you felt well supported throughout the process. Providing a caring and reliable experience for both pets and their families means a lot to us. We sincerely appreciate you taking the time to share your kind words! Sincerely, Petlibro Customer Support

Reply from PetlibroAug 2, 2026

Hi Karen, Thank you for sharing your wonderful experience with our stainless steel fountain. It is lovely to hear that your cat is staying well hydrated and enjoys hanging out by her new water source. We are so pleased that the quiet design and simple filter maintenance have made your experience a positive one. If we can be of further assistance, please feel free to let us know, we spare no effort to serve you.

Reply from PetlibroSep 20, 2026

Dear Hannah, Thank you for sharing your experience. We’re sorry to hear that the fountain has been overflowing and leaking, especially after you have already tried adjusting the water level and using a mat underneath it. We’re not able to confirm from this review whether you have already contacted our support team about the issue. If the problem is still unresolved, please contact us at [email protected] so our team can help investigate the cause and provide the appropriate next steps. After contacting us, please update this Trustpilot review with your support ticket number. This will allow us to quickly locate your case and ask our support team to prioritize the follow-up for you. Thank you again for bringing this to our attention. We would appreciate the opportunity to help get this properly addressed. Sincerely, Petlibro Customer Support

Reply from PetlibroAug 1, 2026

Hi Hannah, It is wonderful to hear that your experience with our products and services has been so positive. We are truly honored to be a part of your pet care routine and to know that our efforts to provide efficient service have made a difference for you and your companions. We appreciate your support and hope your pets continue to enjoy their Petlibro devices.