Petlibro

Hi Liza, Thank you for your wonderful review. We are so happy to hear that you are enjoying the fountain and that you had a great experience with us. It means a lot to know that you consider it the best choice available in the UK. We truly appreciate your support. If you need any help, please let us know.

Hi Justin, Thank you so much for sharing your positive experience and for the 5-star review. We are delighted to hear that our team was able to provide such helpful support with your purchasing decision and savings. It is wonderful to know that your journey with Petlibro is off to such a great start. We are looking forward to you receiving your products and hearing what you think of them. Your recommendation means a lot to us. If we can be of further assistance, please feel free to let us know, we spare no effort to serve you.

Hi Baylie, Thank you for your message. We are so glad to hear about the excellent support you received from Christian. It is wonderful to know that your firmware issues were resolved and that you had such a positive experience with our team. We truly value your kind words and are happy we could help. We really appreciate your patience and if you have any further questions, please don’t hesitate to contact us.

Hi Ingrid, Thank you for bringing this experience to our attention. We are truly sorry that your three feeders were not shipped within the expected timeframe and that you were left without a clear update after the full payment had been processed. We would like to clarify that this order was not a pre-order. It was affected by longer-than-expected warehouse processing and shipping delays. We completely understand how concerning this must have been, and it was never our intention to accept payment without providing the products ordered. We sincerely apologize that the delay and lack of communication gave you that impression. To help prevent similar situations, we have increased support for warehouse processing and strengthened communication with our logistics partners to improve fulfillment and transit times. We are also sharing this feedback with our sales team so that the estimated delivery times shown on our product listings can be reviewed and updated where necessary, giving customers clearer and more accurate expectations before placing an order. We are also very sorry that you were unable to reach a member of our support team despite contacting us by phone and email. During this busy season, we have experienced a significant increase in customer inquiries, which has resulted in longer response times than usual. While this does not excuse the communication delay, we are actively training additional team members and improving our internal processes so that inquiries can be reviewed and answered more efficiently. A member of our support team has already been in contact with you and is assisting with your case. We are very sorry for the misunderstanding and concern caused by the shipping delay and the lack of timely updates. Thank you for bringing this matter to our attention and giving us the opportunity to address it. We are deeply sorry for the frustration and loss of confidence this experience has caused. Thank you again for bringing this matter to our attention and giving us the opportunity to address it. Sincerely, Petlibro Customer Support

Hi Jean, Thank you for your message. I understand your concern about the initial difficulty you encountered with your product. I am so pleased to hear that our team was able to provide a swift and effective solution. We always strive to ensure our customers are well taken care of, and it is truly rewarding to know that you are satisfied with the outcome of your request. If we can be of further assistance, please feel free to let us know, we spare no effort to serve you.

Hi Paul, Thank you for your message. I understand your concern about the initial difficulty you experienced with the food level indicator on your RFID smart feeder. We are so pleased to hear that Vivian was able to assist you and provide a replacement so quickly. It is our goal to ensure our customers feel supported and that their issues are resolved efficiently. Your kind feedback about Vivian’s helpfulness and decision making is very much appreciated by our team. We really appreciate your patience and if you have any further questions, please don’t hesitate to contact us.

Hi Marvin, Thank you for your message. I understand your concern about sharing your feedback with us. We are so happy to hear that Alexandra was able to help you. It is wonderful to know that she was supportive and knowledgeable. We will be sure to share your kind words with her. If we can be of further assistance, please feel free to let us know. We spare no effort to serve you.

Hi Nathan, Thank you for your message. Thank you for your patience while we worked to resolve the feeder issue. We are very happy to hear that our support team could assist you with the troubleshooting steps and the software for your cats. It is wonderful that a replacement feeder is currently on its way to you. We hope it arrives soon and that your cats continue to enjoy their meals. We really appreciate your patience and if you have any further questions, please don’t hesitate to contact us.

Hi Karol, Thank you for taking the time to share your feedback. We are truly sorry to hear about your experience and completely understand how disappointing it must have been to wait nearly a month without receiving your feeders, especially after reaching out multiple times without receiving a timely response. We sincerely apologize for the delay in responding to your emails. We have recently experienced a higher volume of customer inquiries than usual, and while we are actively expanding our support team and improving our response efficiency, we recognize that this is not the level of service you should expect from us. We have also shared your experience internally to help strengthen our support processes and improve response times. After investigating your shipment with the carrier, we confirmed that the original package for the 2 feeders was unfortunately lost in transit. We are very sorry for this inconvenience. To resolve this as quickly as possible, we have already prioritized your case. Our support team will continue working closely with you to reach the best possible resolution and will keep following up until your case is fully resolved. We sincerely appreciate your patience and the opportunity to make this right. Sincerely, Petlibro Customer Support

Hi Audrey, Thank you for your message. I understand your concern about the water fountain’s capacity. We are so glad to hear that you love Petlibro products. Thank you for your 5-star rating and for sharing your thoughts with us. Your suggestion regarding a larger fountain that can accommodate 10 to 15 cats is very helpful. If you need anything else, please let us know.

Hi Amber, Thank you so much for sharing your experience with us. We are delighted to hear that you are enjoying your Petlibro products and that Alexa and Jenny provided the support you needed. It is wonderful to know that your water fountain is working perfectly now and that you had such a positive experience with our customer service team. Your kind words mean a lot to all of us. If we can be of further assistance, please feel free to let us know, we spare no effort to serve you.

Hi Tim, Thank you for taking the time to share your feedback. We’re sorry to hear that your experience with PETLIBRO did not meet your expectations. We understand your concerns regarding our 30-day money-back guarantee. PETLIBRO does offer returns for orders within 30 days of purchase. When customers report a product issue, our support team may first provide troubleshooting assistance to better understand the situation and help resolve the issue as quickly as possible. This process is intended to provide support and find the best solution for each customer’s situation, while our 30-day return policy remains available for customers who decide that a return is the best option. We’re sorry to hear that your experience with this process was frustrating. We would appreciate the opportunity to look into what happened in your case and assist you further. Regarding your comment about the water fountain’s drinking tracking feature, we would like to clarify that the available functions vary depending on the fountain model. Certain models, such as the Dockstream 2 Smart Fountain, support drinking activity tracking through the PETLIBRO app. If you could share your fountain model with us, we would be happy to confirm the available features and provide accurate information. We’ve also tried to locate your previous contact using your name, but unfortunately we weren’t able to find a matching support record. It’s possible that your inquiry was submitted under different information or that we were unable to match it correctly. We sincerely apologize if this has added to your frustration. We would truly appreciate the opportunity to assist you and make this right. Please contact our support team at [email protected] and include a link to this review along with a screenshot of your review. Our team will prioritize your case and work with you toward a resolution. Thank you for giving us the opportunity to help. Sincerely, PETLIBRO Customer Support

Hi there We are so glad to hear that you love our company. Thank you for your kind words about our customer service and products. We strive to provide the best experience for our customers, and your feedback is truly appreciated. If we can be of further assistance, please feel free to let us know, we spare no effort to serve you.

Hi Lydia, Thank you so much for your kind words. We are thrilled to hear that our team was able to help you with your discount code and provide such a positive experience. It is always our pleasure to go above and beyond for our customers. If we can be of further assistance, please feel free to let us know, we spare no effort to serve you.

Hi Victoria, Thank you so much for your kind words and for taking the time to share your positive experience with us. We are thrilled to hear that our team was able to assist you so quickly and that the replacement process was simple for you. It is our mission to provide high-quality products and back them up with exceptional service, so knowing that we have earned your recommendation is incredibly rewarding. We truly appreciate your continued support and your confidence in Petlibro. It is wonderful to have you as part of our community. If we can be of further assistance, please feel free to let us know, we spare no effort to serve you.