Reply from PetlibroJul 24, 2026
Dear customer,
Thank you for taking the time to share your detailed feedback. We truly appreciate you sharing your experience with our litter box. We’re sorry to hear that your experience has not fully met your expectations, and we understand your concerns regarding odor, litter tracking, cleaning performance, and ongoing costs.
We understand how frustrating it can be when odor control does not meet expectations. We have suggested trying the Luma Replacement Litter Mat as a possible solution and hope it helps improve the odor control experience. Our support team has also followed up with you to better understand whether this adjustment improves the situation.
For the litter tracking concern, we understand that having additional cleanup after your cat uses the litter box can be frustrating. To help reduce litter tracking and keep the surrounding area cleaner, we recommend using a Litter Trapping Mat as a possible solution. Our support team will follow up with you within 24 hours to better understand your experience and provide further assistance if needed.
For the cleaning performance concern, we understand that finding remaining waste in the tray can be frustrating. Cleaning performance can be affected by factors such as litter type, filter selection, cleaning frequency, and litter level. To help achieve the best performance, we recommend:
• Using low-dust, strong clumping litter to help prevent waste from sticking to the tray.
• Keeping the litter level within the recommended range — too little litter may cause waste to stick to the bottom, while too much may affect the tumbling process.
• Checking whether larger clumps are getting stuck and preventing complete cleaning.
• Selecting the appropriate filter based on your litter type:
• Round-holed filter: ideal for small-grain clumping litter.
• Slotted filter: recommended for tofu-based or mixed litters.
We also understand your concerns about ongoing costs. PETLIBRO accessories are designed to support optimal performance, but customers are not required to subscribe to replacement services. Compatible alternatives may also be used where appropriate, including compatible waste bags. Filters are physical consumable parts designed to help maintain odor control and air quality and can be purchased separately when needed.
Regarding camera and cloud services, these features are optional and are not required for the litter box’s core cleaning functions. Customers can choose whether to use additional features such as cloud storage based on their personal preferences.
We sincerely appreciate your feedback, as it helps us continue improving our products and customer experience. We hope these suggestions help improve your experience, and our support team is always available if you need further assistance.
Sincerely,
PETLIBRO Customer Support
