PetlibroReviews of petlibro.com

Reply from PetlibroOct 7, 2026

Hi Shannon, Thank you for your message. I understand your concern about sharing your feedback with us. We are so grateful for your kind words. It is heartening to hear that you had such a positive experience with our team. We strive to provide the best possible support, and your appreciation truly motivates us to keep doing our best. If we can be of further assistance, please feel free to let us know, we spare no effort to serve you.

Reply from PetlibroOct 10, 2026

Dear Alexa, Thank you so much for sharing your wonderful experience! We're delighted to hear that our customer service team was able to assist with your shipping issue and follow up to ensure your fountain arrived safely. It's also great to know that you're enjoying your Dockstream 2 Smart Fountain and finding its design convenient for everyday cleaning. We're especially grateful that your positive experience inspired you to purchase a second fountain. Your trust and continued support mean a lot to us. Thank you again for choosing Petlibro. We wish you and your pets many happy and healthy moments together! Sincerely, Petlibro Customer Support

Reply from PetlibroOct 8, 2026

Dear Zunaid, Thank you for taking the time to share your experience and for recognizing the value and potential of the Polar feeder. We also truly appreciate your detailed feedback regarding the app and firmware update process. We’re very sorry for the frustration this issue has caused, especially after the feeder had been working well before the recent update. Due to a significant increase in customer inquiries, our response times have unfortunately been slower than usual. We are actively expanding and training our support team and improving our internal follow-up processes so that cases can be handled more efficiently. Regarding firmware updates, we normally carry out extensive testing before a new version is released. However, because devices can operate under different environments and usage conditions, a small number of customers may still experience unexpected issues after an update. We also agree that when an update is associated with unexpected device behavior, customers need clear communication and a clear path toward resolution. We should not leave customers repeatedly resetting, reconnecting, or repeating the same troubleshooting without meaningful progress. The troubleshooting steps you have already completed are documented in your case, and we will not ask you to repeat the same steps unnecessarily. When firmware-related issues are reported, we collect affected-device information and real-world feedback, provide appropriate support to the customers involved, and share those findings with our technical team. This helps us identify the cause, improve the firmware, and develop more stable future versions. We sincerely appreciate your suggestions regarding update quality, communication, and reliability. Feedback like yours is important in helping us improve both the product and the overall user experience. Your case has now been prioritized, and a member of our customer service team will follow up with you within 24 hours to review the current device status and provide the appropriate next step. We sincerely apologize again for the inconvenience and appreciate your patience and continued support of Petlibro. Sincerely, Petlibro Customer Support

Reply from PetlibroOct 8, 2026

Dear Terry, Thank you for sharing your experience. We’re very sorry that you have had such difficulty reaching our support team after already completing the troubleshooting steps and waiting for your case to be escalated. Due to a significant increase in customer inquiries, our response times have unfortunately been slower than usual. We are actively expanding and training our support team and improving our internal follow-up processes so that escalated cases can be handled more efficiently and consistently. We also want to sincerely thank you for your continued trust and support of Petlibro. We understand that you own three different Petlibro devices and had been enjoying our products before this experience. We truly value that long-term support, and we do not want to let that trust down. Please also rest assured that your warranty coverage will not be shortened or affected simply because communication and case handling have taken longer than expected. Your case will continue to be reviewed based on the applicable warranty coverage for your product. We understand how frustrating it has been to complete the troubleshooting, follow up multiple times, and still be waiting for a clear next step. Your case has now been prioritized again, and a member of our customer service team will follow up with you within 24 hours to continue the review and provide further assistance. We sincerely apologize again for the delay and appreciate your patience while we work to resolve this properly. Sincerely, Petlibro Customer Support

Reply from PetlibroOct 8, 2026

Lieber Tufan, vielen Dank, dass Sie Ihre Erfahrung mit uns geteilt haben. Es tut uns leid, dass die unerwartete Abbuchung und das Abonnement bei Ihnen für Verärgerung und Unsicherheit gesorgt haben. Könnten Sie bitte bestätigen, ob Sie unseren Kundenservice zu diesem Filter-Abonnement und der entsprechenden Abbuchung bereits kontaktiert haben? Falls Sie uns bereits kontaktiert haben, aktualisieren Sie bitte diese Trustpilot-Bewertung und ergänzen Sie Ihre Support-Ticketnummer. So können wir Ihre bisherige Kommunikation eindeutig zuordnen und Ihren Fall gezielt weiterbearbeiten. Falls Sie uns zu diesem Abonnement noch nicht kontaktiert haben, senden Sie uns bitte eine E-Mail an [email protected] und fügen Sie einen Screenshot sowie den Link zu dieser Trustpilot-Bewertung bei. Bitte aktualisieren Sie anschließend ebenfalls diese Bewertung und ergänzen Sie die neue Ticketnummer. Sobald wir die richtige Ticketnummer haben, werden wir den Fall so schnell wie möglich prüfen und weiterverfolgen. Vielen Dank für Ihre Mithilfe. Mit freundlichen Grüßen Petlibro Kundenservice

Reply from PetlibroOct 10, 2026

Dear customer, Thank you so much for taking the time to share your positive experience! We're delighted to hear that your order arrived on time and that everything was exactly as expected. Providing a smooth and reliable shopping experience is very important to us, and we're glad we could meet your expectations. We truly appreciate your support and trust in Petlibro. We look forward to serving you again in the future! Sincerely, Petlibro Customer Support

Reply from PetlibroOct 9, 2026

Dear Adam, Thank you for taking the time to share your experience and for highlighting the difficulties you encountered when trying to manage your Video Cloud subscription. We sincerely apologize for the confusion and inconvenience this has caused. We would like to clarify that subscriptions purchased through the Petlibro App may not appear in the subscription section of our official website, as the two platforms use different subscription management systems. Since you purchased your subscription through the Petlibro App and paid via Stripe, you can manage it by following these steps: 1. Open the Petlibro App and go to Me > My Subscriptions. 2. Tap the question mark icon in the upper-right corner. 3. Visit petlibro.app and sign in using your Petlibro App account credentials. 4. From there, you can manage your subscription, including cancellation and refund requests. If your subscription was purchased directly through our official website, our customer service team can assist you with cancellation and refund requests. Regarding your specific case, we have also reviewed your subscription details and noticed an issue that requires further investigation. Although your subscription was canceled and no refund has been issued, the system currently shows its status as expired, with the service ending before the original billing period of October 19. We understand that canceling automatic renewal should not normally prevent you from enjoying the remaining period you have already paid for. We sincerely apologize for this unexpected situation. We have escalated this discrepancy to our technical team for investigation and correction. Our customer service team will continue following up on your subscription until the issue has been properly addressed. Thank you again for your detailed and constructive feedback. Your suggestions are valuable in helping us improve subscription management, make cancellation options more accessible, and provide a clearer and more reliable customer experience. Sincerely,  Petlibro Customer Support

Reply from PetlibroOct 8, 2026

Dear Frances, Thank you for sharing your experience. We’re very sorry for the prolonged delays and lack of timely follow-up, especially after you completed the subscription purchase and were waiting for the next steps. Due to a significant increase in customer inquiries, our response times have unfortunately been slower than usual. Please know that this delay was not intentional. We are actively expanding and training our support team and improving our internal follow-up processes so that cases like yours can be handled more efficiently and consistently. We also want to clarify that the Video Cloud Yearly Plus plan includes additional value beyond the promotional feeder. With Video Cloud, you’ll be able to: • Save and review up to 30 days of footage • Watch missed moments while you're away • Download and share adorable clips with ease We understand how frustrating it has been to repeatedly follow up without receiving a clear resolution. Your case has now been prioritized again, and a member of our customer service team will follow up with you within 48 hours to review the current status and provide you with a clear next step. We sincerely apologize again for the delay and appreciate your patience while we work to resolve this properly. Sincerely, Petlibro Customer Support