PetlibroReviews of petlibro.com

Reply from PetlibroDec 21, 2025

Hallo Florian, 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. Mein Kollege hat Ihre E-Mails vom 11. und 18. November beantwortet. Für Artikel aus unserem EU-Offline-Shop bieten wir Ihnen gerne Unterstützung bei der Fehlerbehebung Ihres Brunnens an. Bitte wenden Sie sich für eine Rückerstattung oder einen Umtausch direkt an den Verkäufer. Bei weiteren Fragen oder Anliegen können Sie sich jederzeit an uns wenden. Ihr Feedback ist uns sehr wichtig, und wir bedanken uns herzlich, dass Sie uns auf diesen Sachverhalt aufmerksam gemacht haben. Wir hoffen, Ihr Vertrauen in unseren Service zurückgewinnen zu können.

Reply from PetlibroJan 16, 2026

Dear Valued Customer, Thank you for reaching out and sharing such detailed and valuable feedback about your experience with the Petlibro Polar Wet Food Feeder. I truly appreciate the time you have taken to explain the challenges you are facing with the Wi-Fi connectivity, app interface, and overall device functionality. Please accept my sincere apologies for the frustration and disappointment this has caused. The issues you have described—an unreliable network connection, an app that lacks sufficient troubleshooting options, unclear instructions, and a reliance on cloud connectivity—clearly do not reflect the reliable and user-friendly experience we strive to provide. I completely understand your sentiment regarding the product's value, and we are genuinely sorry that it has fallen short of your expectations. I want to assure you that your voice matters. I have personally escalated every point you raised directly to our technical and product development teams for immediate investigation. Your specific feedback on the app's interface, instructional clarity, and offline functionality will be reviewed as a priority to inform future improvements. To address the immediate connectivity issues, our technical team suggests a few targeted steps that can often stabilize the connection. Your efforts to restart the device and router were a perfect start. If you are willing, we would be grateful if you could verify the following: 1. Power Source: Please confirm the feeder is consistently powered using the original power cord and adapter. 2. ️Router Proximity: To ensure a strong signal, please ensure the feeder and your Wi-Fi router are in the same room with minimal physical obstructions between them. 3. ️Network Band Separation: If your router broadcasts both 2.4GHz and 5GHz networks under one name (SSID), please consider separating them into two distinct networks with different names (e.g., "HomeWiFi_2.4G" and "HomeWiFi_5G"). The feeder must connect to a dedicated 2.4GHz network, and this separation can prevent common connection conflicts. Should these steps not resolve the persistent disconnections, please contact me directly. We are prepared to escalate your case further, which may include in-depth remote diagnostics by our technical team or discussing a suitable resolution for your situation. We deeply value you as a customer and are committed to making this right. Thank you for your patience and for giving us the opportunity to improve based on your experience.

Reply from PetlibroDec 19, 2025

Hello Reina, I am writing to you with my most sincere apologies. I am incredibly sorry that our previous response was sent in the wrong language—that was a complete oversight on our part and I understand why it was so frustrating. It was certainly not the level of service we aim to provide. We have read your feedback regarding the Wi-Fi connectivity, sensor issues, and motor noise on your Dockstream 2. We want to make this right immediately. Since your product is covered under our 24-month warranty, we would like to resolve this for you with high priority. To help us find your previous support ticket and assist you right away, could you please provide your Order ID or Ticket ID through one of the following ways? Option A: Reply to this review with your Order ID so we can contact you proactively. Option B: Email us directly at [email protected] with the subject line "Attention: Priority Follow-up for Reina" and a link to this review. Once we have your details, our team will handle your case with the highest priority to ensure this is resolved to your satisfaction. We truly value your loyalty to PETLIBRO and hope for the chance to regain your trust. Best regards, Petlibro

Reply from PetlibroDec 21, 2025

Hi Ashley, Thank you for your detailed feedback. We take all reviews seriously as they help us improve. However, we would like to clarify some of the points raised to ensure a complete understanding of our policies and values. 1. On Safety and Proactive Outreach: Our primary motivation for reaching out to you was to address the safety concerns you mentioned in your return request. We are aware of "extreme case" testing videos online (such as the bottle test). However, the Petlibro Luma is engineered with a comprehensive safety system that ensures a cat—unlike a static object—cannot bypass the sensors. We contacted you because we believe in our product's safety, and we wanted to ensure you had the technical facts before making a final decision. 2. Support as a Gesture of Goodwill, Not a Transaction: We provide additional support and service plans to our customers because we want you to have the best possible experience with our ecosystem. This is a gesture of goodwill to our loyal users, not a reaction to the nature of a review. We are pleased to see that you chose to keep the Luma litter box and that it is performing well for you. Our goal is always to retain customers through product satisfaction, not through "hoops." 3. Shipping Transparency: You are absolutely right regarding the tracking numbers, and we appreciate your precision. To ensure the safety of the items, bundle orders are often split into multiple packages. We recognize that only providing the primary tracking number was an oversight on our part, leading to confusion. We have already shared this feedback with our logistics team to optimize how tracking information is displayed for multi-package orders. 4. 90-Day Return Policy: We stand by our 90-day no-reason return policy for all purchases made on our official website. We are committed to transparency and ensuring that every pet parent feels confident in their purchase. Thank you again for your constructive criticism. It is through honest dialogue with customers like you that we can continue to innovate and improve. Best regards, The Petlibro Team

Reply from PetlibroDec 21, 2025

Hallo, vielen Dank für Ihr Feedback. Wir entschuldigen uns aufrichtig für die entstandenen Unannehmlichkeiten. Es tut uns sehr leid zu hören, dass unser Support-Team Ihre Erwartungen nicht erfüllt hat. Nach Durchsicht unserer E-Mail-Aufzeichnungen sehen wir, dass wir Ihre Anfrage am 16. September beantwortet haben, aber erst heute eine Rückmeldung von Ihnen erhalten haben. Könnten Sie bitte Ihren Spam- oder Junk-Ordner überprüfen und uns bei Gelegenheit antworten? Sollten Sie weitere Fragen oder Anliegen haben, zögern Sie bitte nicht, uns zu kontaktieren. Ihr Feedback ist uns sehr wichtig, und wir bedanken uns herzlich, dass Sie uns darauf aufmerksam gemacht haben. Wir hoffen, Ihr Vertrauen in unseren Service wiederherstellen zu können.