Petlibro

Dear Angela, Thank you for sharing your feedback. We sincerely apologize that you had to wait longer than expected for an update after your case was escalated. We understand how frustrating this must have been, especially when one of your feeders stopped working less than two months after purchase. During this particularly busy period, our response times were slower than usual. We are actively training additional team members and improving our support processes so that customers can receive faster and more consistent assistance. We’re glad that our support team was able to continue working with you and that, after updating the feeder to the latest firmware version, you confirmed it was working properly again. We truly appreciate your patience, understanding, and willingness to work through the issue with us. We are especially grateful that, after the issue was resolved, you took the time to share satisfactory feedback on our website. Your kind words truly encouraged our team, and we are delighted that we could help restore your feeder so your pet could continue enjoying reliable mealtimes. Thank you for giving us the opportunity to resolve the issue through open and friendly communication. We’re very pleased that your feeder is now working again. Sincerely, Petlibro Customer Support

Hi Debbie, Thank you so much for your kind words. We are thrilled to hear that you had such a positive experience with our customer service. If we can be of further assistance, please feel free to let us know, we spare no effort to serve you.

Hi Aneela, We are delighted to hear that Alexandra provided great assistance. It is wonderful to know you had a positive experience. Thank you for your kind words and for the five star rating. If we can be of further assistance, please feel free to let us know, we spare no effort to serve you.

Hi there, Thank you so much for sharing your positive experience! We are delighted to hear that Alexa provided you with helpful and efficient support. Your kind words are greatly appreciated and will definitely be shared with her. 😊 If we can be of further assistance, please feel free to let us know, we spare no effort to serve you.

Hi Cassi, Thank you so much for your kind words and the five star rating. We are delighted to hear that our team could assist you in resolving the issue with your cat’s feeder. It is wonderful to know that the instructions provided were helpful and that everything is working well now. We really appreciate your patience and if you have any further questions, please don’t hesitate to contact us.

Hi there, Thank you so much for your kind words and for being such a loyal member of the Petlibro family. We are absolutely delighted to hear that your cats have grown up using our feeders, fountains, and cameras, and that the Luma litter box has been such a great addition to your home. It is also wonderful to know that Jestoni and our team could assist you effectively. Your support and recommendation mean 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 Beryl, Thank you for your message. I understand your concern about the malfunctioning part. We are delighted to hear that our support team provided a swift resolution and that you had a positive experience with the warranty process. It is wonderful to know that you are satisfied with the efficiency of our service. If we can be of further assistance, please feel free to let us know, we spare no effort to serve you.

Dear Customer, Thank you for taking the time to share your feedback. We understand your concerns and would like to provide some clarification based on our investigation. The POLAR Wet Food Feeder has undergone rigorous safety and reliability testing. Under normal operating conditions and within the recommended ambient temperature range, the product is not capable of generating temperatures that would melt its plastic components. Based on the photos you shared with our support team, only the plastic insert in the center of the stainless steel food tray shows signs of melting, while the corresponding area on the feeder base that comes into direct contact with the tray remains completely intact. Based on these observations, the damage is not consistent with heat generated by the feeder itself. Rather, it appears consistent with external heat exposure to the stainless steel tray assembly, such as cleaning the tray in a dishwasher or another high-temperature environment. We also understand your concerns regarding product safety. Please rest assured that we have not received any confirmed reports of this product causing a fire or presenting a fire hazard due to melting during normal use. Our records also show that our customer support team has been in contact with you and has already responded to your case with a proposed resolution. If you have any additional questions or need further assistance, we encourage you to continue communicating with us through your existing support ticket. We remain committed to working with you to resolve this matter. Thank you for giving us the opportunity to clarify the situation. Sincerely, PETLIBRO Customer Support

Hi there, Thank you for your message. I understand your concern about the mechanical issue described in your review. We are so pleased to hear that our team was able to provide a swift resolution and that you are enjoying the benefits of your automatic feeder. It is truly heartening to know that our products are helping to make your daily life easier and providing you with the reliability you need. We understand how important consistency is, and we are glad we could help support that. We truly appreciate your kind words and your recommendation. It encourages us to continue providing the best possible service to our customers and their pets. Thank you for being such a valued 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.

Hi Griselle, Thank you for your message. It is wonderful to know that you are satisfied with the efficiency and quality of the support you received. We always strive to provide the best service possible, and your kind words mean 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 Meghan, Thank you so much for sharing such a heartwarming review about Oliver. We are thrilled to hear that the Luma, RFID smart feeder, and Dockstream 2 are helping you monitor his health and providing you with peace of mind. It is wonderful to know that Oliver is settling into his new home so well after his health challenges. We truly appreciate your recommendation, especially coming from someone in the veterinary field. It is also great to hear that Christian was able to provide you with excellent support. We are honored to be part of Oliver’s journey to health and happiness. If we can be of further assistance, please feel free to let us know, we spare no effort to serve you.

Hi Imran, Thank you for the high rating. We are delighted that you are happy with our products and service. If we can be of further assistance, please feel free to let us know, we spare no effort to serve you.