Reviews

Review Details

• Review fromPegge P

  Date: 07/24/2025

  1 star
  I want to cancel an auto-shipment, but there is no way to contact the company. I have had four deliveries, yet the website does not list an account for me. Therefore I get nowhere online. Tried calling and all it does is send me to the website that doesn't have an account for me. This is nuts. No way to contact them. I will never, never, never order from PetLab again.

  Petlab Co.

  Date: 07/27/2025

  Hi *****,

  We are sorry to hear about the difficulties you have experienced in canceling your subscription and in getting support. We understand how frustrating it can be when you need assistance and have to wait longer than expected. Please know that we are working diligently to respond to all inquiries as quickly as possible. Your patience and understanding during this time are greatly appreciated.
  
  Your Probiotic Chew subscription has been canceled. No further orders will be processed. Should you ever decide to return, wed be more than happy to welcome you and your pup back.
  
  

  Please let us know if you have other concerns or questions. We're always happy to help!
  
  Your partner in pet health,

  PetLab Co.

• Review fromElaine G

  Date: 07/16/2025

  1 star
  I wouldn't even give a 1 star. I had a subscription that paused until September 2025 bcus I had so much...I paused this in May 2025 and I was not getting billed until today 7/17/25. my card was charged leaving me with my bank account in the negative. When I called to asked them holding to for over 1 hour, why they did this. They claimed that it was me who reinstated the subscription. This was untrue and even sent them a screen shot of the pause on the subscription. They reversed the charge but when I asked the about the $35 overdraft fee they caused they said they cudnt help me for me to deal with my bank..I see in here that the response is always that someone has already addressed the issue. However, the issue was never solved. They tried to tell me that it was me but it wasn't. Even after I sent them proof that it was paused. The went and charged my card without authorization. Im one that watches every charge. But I guess there are others who do not stay on top of their charges. I guess they will continue to charge customer cards in hoping they wont catch it and that it goes un noticed. I saw it. Some of the reviews on this site I read also had the same thing happen to them. I really hope that everyone reads these reviews and pays attention to their accounts and charges. And by the way im glad I canceled with them bcus after spending the money on theses expensive products they weren't working for my dogs anyway...pay attention please customers

  Petlab Co.

  Date: 07/21/2025

  Hi ******, 
  
  We are truly sorry to hear about your experience. It is never our intention to cause any frustration when it comes to your subscription or orders. Additionally, we are sorry to hear that you did not see the results you were hoping for with your pups. Please keep in mind that we recommend using the products for 3 months to notice optimal results. This is normal for any supplement.
  
  Upon reviewing your account, we were able to find that you updated your subscription to skip your June order. This explains why you were charged for your July order. The screenshot you provided showed an ****** charge date because your July order had already entered processing.
  
  We always send reminders to customers 3 days prior to an order being processed, specifically so any changes or cancellations can be made in time. Although we did provide a refund for the July order, overdraft fees can only be handled with your bank. Since a refund has already been provided on our end, we would advise contacting your bank for further assistance.
  
  We appreciate your feedback and have passed this along to our team so we can continue to look at ways to improve our processes.
  
  All the best, 
  PetLab **

• Review fromKaren P

  Date: 07/09/2025

  1 star
  This is a scam Dont buy their products. A onetime purchase because a subscription with monthly chgs to your cc and impossible to get out of. DONT BUY.

  Petlab Co.

  Date: 07/11/2025

  Hi *****, 
  
  Were sorry to hear about your experience. Just to clarify, we never enroll customers into a subscription unless they actively select it at checkout. Before completing the purchase, an order summary is also displayed so customers can review whether theyre placing a one-time order or subscribing.
  
  A member of our team has already responded to your email, as we werent able to locate your account using the email address you used. Kindly reply to that email with your order details so we can locate your account, cancel the subscription, and ensure everything is resolved for you as quickly as possible. Were here to help and want to make this right! 
  
  Warm regards,
  PetLab Co. 

• Review fromMark O

  Date: 06/09/2025

  1 star
  I have been doubled charge for a product. The product does not work for my dogs. I can not afford having two payments taken out of my account, one on the 7th of June and one on the 9th of June. I asked for a refund and canceled my subscription. I will not buy anything from this company ever again. This is the second time this has happened.

  Petlab Co.

  Date: 06/12/2025

  Hi ****, 
  
  We're really sorry to hear about the trouble you've experienced with your subscription and charges. It looks like a member of our customer experience team has already assisted you via email regarding this issue. To avoid any confusion and to ensure everything is properly resolved, we kindly recommend continuing the conversation through that thread. This will help us keep all the details in one place and allow us to investigate the matter further and provide the right support.
  
  If you need any additional help in the meantime, please dont hesitate to reply to that email our team is here to assist you.
  
  Best regards, 
  PetLab Co. 

• Review fromSheila L

  Date: 05/28/2025

  1 star
  I have received three tubs of the dental powder in less than 60 days and I'm being charged every time. When I try to call no one answers I held on for nearly an hour two different times no one answers. They make it so difficult to send any type of email that I've given that up also I've had to cancel my subscription because I can't afford what they're charging me. I would prefer a refund if they want the product back because I've got too much of it.

  Petlab Co.

  Date: 05/30/2025

  Hi ******, 
  
  We're sincerely sorry for the inconvenience and frustration you've experienced with your recent orders and the challenges you've faced in reaching us. Your feedback is incredibly important to us, and we are sorry for the difficulties you've encountered with our service. To address your concerns and assist you further, we will be reaching out to you via email shortly. We want to ensure that we resolve this situation promptly and help you with any product return if necessary.
  
  Thank you for your understanding, and we appreciate your patience as we work to assist you.
  
  Best regards, 
  PetLab Co. 

• Review fromDenice V

  Date: 05/16/2025

  1 star
  I received my shipment today 5/15/2025 which i had expedited. Not only did i NOT RECEIVE my whole order(which should've been 2 tubs) but NOBODY answers the phone to handle an issue...was on hold over an HOUR and gave up. I sent an email 1st stating that I didn't get 2 tubs like I paid for, but then after the FUSTRATION of waiting over an hour on hold, I sent ANOTHER EMAIL....explaining my frustrations and let them know I CANCELED MY SUBSCRIPTION and would like an immediate REFUND as well as a RETURN LABEL **************** is the absolute worst I've ever encountered, and I only wish I had read the BBB complaints before I placed my order. If you're thinking of ordering from them, DONT DO IT....DONT WASTE YOUR TIME. In the meantime my dog suffers with these allergies until I get my REFUND and place an order with a better company.

  Petlab Co.

  Date: 05/18/2025

  Hello ******,
  
  We're sorry to hear about the difficulties youve experienced in getting support. Due to the high volume of calls and messages received, our response times are taking longer than usual, but were committed to addressing your concerns as soon as possible. We appreciate your patience and understanding on this matter.
  
  We are sincerely sorry for the inconvenience and frustration caused when you received only 1 tub of Allergy & Immune Chew. Our Fulfillment Team is looking into what happened. We appreciate you bringing this to our attention.
  
  Someone from our team had responded to your email. We have shipped the missing tub of chews via expedited shipping. We have also issued a full refund for your order.
  
  You don't have to send back the product. If you don't need it, we ask that you consider donating it to your local animal shelter.
  
  Let us know if you have any questions or if you need additional assistance.
  
  Your partner in pet health,
  PetLab Co.

• Review fromJim G

  Date: 05/16/2025

  1 star
  I love the product and it really helps my dog. I can no longer trust them however, they changed their shipping methods and this adds uncertainty, lacks tracking and adds days to my delivery. Each delivery is 3 to 5 days late now because PetLabCo uses a third party in addition to US Mail. Its confusing, inconvenient and results in my orders being late.

  Petlab Co.

  Date: 05/20/2025

  Hi ***, 
  
  Thank you so much for your kind words about our product we're truly glad to hear it's been helping your dog!
  
  We're very sorry to hear about the frustration you've experienced with the shipping method. We completely understand how important it is to receive your pets products on time, and we're sorry for any inconvenience caused by the delays and tracking issues. Our fulfillment goal is to use the carrier who is readily available at the time the order is ready for shipment, and who will be quick and consistent with the delivery of the package, which can vary based on a customer's zip code. Were truly sorry if you disagree with our current shipping process.
  
  We appreciate your feedback and will be sure to share it with our team, as we're always looking for ways to improve the customer experience. If there's anything we can do to help in the meantime, please dont hesitate to let us know.
  
  All the best, 
  PetLab Co. 

• Review fromAnna Marie C

  Date: 05/15/2025

  1 star
  I ordered 2 Pro Bright advance for my fur babies on April 27 and havent receive it. Tracking showed that it was returned to the sender due to an exception reason. It has not reached the destination. This is a poor customer service. First time to order to this company and the trust is already not because of the priduct but broken due to poor reliability. Refund my money.

  Petlab Co.

  Date: 05/18/2025

  Hi **** *****,

  We're sincerely sorry you had this experience with your first order. We understand how frustrating it can be. While delivery issues are beyond our control, we certainly want to fix it right away! We can see that this has been resolved over the phone. A replacement has been sent and delivered. Please don't hesitate to reach out again if you have other concerns or issues. 

  Warm regards,

  PetLab Co.

• Review fromTina F

  Date: 05/12/2025

  1 star
  Cannot get in touch with anyone! No answer on the phone, they tell you to go on their website, have to have an account, cannot sign up for an account. Did not sign up for subscription to be sent automatically. I have 3 jars sitting here not opened , a package not opened and I have one otw! Going to cancel them so they get no more money!

  Petlab Co.

  Date: 05/14/2025

  Hi ****,

  
  We're sorry to hear about the difficulties youve experienced in getting support. Due to the high volume of calls and messages received, our response times are taking longer than usual, but were committed to addressing your concerns as soon as possible. We appreciate your patience and understanding on this matter.

  
  Please note that our subscription plans are completely optional. The One-Time Purchase packages are just beside our Subscribe & Save packages, and our customers have complete control over which plan/package to choose.

  
  We understand your frustration and would like to work with you to get this matter sorted. Someone from our team will reach out to you so that we can assist you with the subscription cancelation and get this resolved right away. 

  Best regards,

  PetLab Co.

• Review fromSusan B

  Date: 05/05/2025

  2 stars
  I have called 4 times at different times of day and was on hold well over 30 minutes each. I have never been able to speak to anyone. I was trying to cancel and now I really want to get away from this company. No customer service AT ALL!

  Petlab Co.

  Date: 05/07/2025

  Hi *****, 
  
  We're sorry to hear about the trouble you've had reaching us weve been experiencing an unusually high volume of calls recently, and we completely understand how frustrating long wait times can be.
  
  A member of our Customer Experience team has already addressed your request, and your subscription has been successfully canceled. You wont be billed moving forward. 
  
  We truly regret that your experience didnt meet expectations, and we appreciate you giving us a try. If theres anything else you need, feel free to reach out were always happy to help.
  
  Warm regards,
  PetLab Co.