Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I just ordered a product and I believe I was signed up for a monthly subscription which I do not want. First I want to see how the product works. I have tried to sign up to login and cancel but always get an error message. Please cancel the subscription, I only want a one time purchase for now.

  Business Response

  Date: 06/17/2025

  Thank you for the opportunity to respond. 

  We are sorry for any frustration or confusion the customer has experienced. Please note, that we have no record of the customer reaching out to our Customer Experience team by neither phone or email about their concern with the information they provided here.

  Upon reviewing their account, I found that on June 12, 2025, the customer chose the subscription rather than the one-time purchase option when placing their order for the ProBright Advanced. Please note that we cannot put a customer into a subscription plan on our own. The customer does have to purchase one, and our customers always have the option of choosing "Subscribe & Save" or "One-Time" and can cancel at any time.

  We can confirm that the subscription has been canceled. We are sending the customer an email directly with details about the cancellation. 
  
  We are happy to help the customer if any further assistance is needed. 
  
  Thank you, ********

• Initial Complaint

  Date:06/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged $126.46 for an item I never ordered. I tried for almost 2 weeks to reach the company by telephone but they don't answer their phones. I finally was able to reach them and they refunded 1/2 of the amount, (*****) only and claimed that *** delivered the item to me. *** never came to my house, no delivery, no notice, nothing. I want the balance of $***** refunded to my account ****************************. I have phoned and emailed the company every day, calling the company from their opening @ 9:30AM until 8:PM EDT.

  Business Response

  Date: 06/13/2025

  Thanks for the opportunity to respond. 

  We are sorry for any confusion or frustration the customer has experienced, along with the long wait times to speak to one of our Customer Experience team members over the phone. We are currently experiencing higher than normal volume that we are working diligently through to respond ASAP. Please note, customers do have the option to request callbacks, which holds their place in line for a team member to call them when one becomes available, preventing the customer from having to stay on hold. 

  Upon further review, we found that on January 31, May 1, & May 30 of 2025, the customer chose the subscription rather than the one-time purchase option when placing their order for the ProBright Advanced & ********** Chews. Please note that we cannot put a customer into a subscription plan on our own. The customer does have to purchase one, and our customers always have the option of choosing "Subscribe & Save" or "One-Time" and can cancel at any time.
  

  Additionally, from reviewing the tracking information of the order the customer is claiming they did not receive, we can confirm that the carrier recorded the delivery of the order on June 9, 2025, at 10:33 am, in/at mailbox. We are sorry if the customer did not receive this order, as intended. 

  We can confirm that all subscriptions have been canceled and have processed a full refund on their last order. We are sending the customer an email directly with details about the cancellations and refunds.

  If the customer needs any further assistance, we are happy to help. 

  Thank you, ********

• Initial Complaint

  Date:06/10/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered probiotic chew and clear ear therapy for my dog for a total price of $44.01 the issue was I got charged 2 times first was May 8th 2025 for $44.01 and second was June 7th 2025 for another $44.01 I hope you can track it in your record. Thank you

  Business Response

  Date: 06/11/2025

  Thanks for the opportunity to respond. 

  We are sorry for any confusion the customer may have experienced. Please note, that we have no record of the customer reaching out to our Customer Experience team by phone or email to assist with their concerns to provide a resolution directly. 

  In digging into what happened, it looks like on May 8, 2025, the customer chose the subscription rather than the one-time purchase option when placing their order for the Probiotic Chews & Clear Ears Therapy. Those subscription auto-ships were set for monthly, which is why another order was automatically processed/shipped. Please note that we cannot put a customer into a subscription plan on our own. The customer does have to purchase one, and our customers always have the option of choosing "Subscribe & Save" or "One-Time" and cancel at any time.
  
  We can confirm that both subscriptions have been successfully canceled. We are also issuing a full refund for the most recent order processed. We are sending the customer an email directly to let them know as well.
  
  We are happy to help the customer if any further assistance is needed. 
  
  Thank you, ********

• Initial Complaint

  Date:06/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased this product for both my dogs. The probright advanced dental powder. Purchased the first for my big dog in March 2025 for $143.80 I was giving her this powder. I noticed no change in her but wanted to give another month or so a try. I did the place an order for my little dog may 29th 2025 for $125.35 I began giving ***** hers. I gave ***** Two days worth and she began having multiple seizures. I was so scared. I stop immediately and shes been fine since. Then I got to thinking. My bigger dog ****** Has been eating dirt, stones, mud, soil out of my plants and doing this weird stuff that she didnt do before for the last few months. Well I stopped giving this to her and she stopped doing all this. She also started pooping better again instead of diarrhea. They auto shipped another order for my ***** on June 1st and I received it yesterday 6/6/2025 for $74.22 Ive written numerous emails in the last week Have tried to call numerous times you get nobody. I am trying to get what they call a RMA number so I could send back and get my money back. I have heard nothing! And cant get through to them anyway. I am just looking for my the money back into my account because this product has caused nothing but illness in our house. Its been very stressful and scary. Please help me get my money back !****** ********* I am requesting a refund of $343.37 for making my dogs sick those are all three orders together

  Business Response

  Date: 06/10/2025

  Thank you for the opportunity to respond. 

  We are sorry for any frustration the customer has had, along with the negative experiences the customer has reported both pets have endured. 

  Upon further review, we have no record of the customer attempting to contact our Customer Experience team either by phone or email about their concerns/experience or request to return their order. 

  We noticed that the customer successfully canceled their subscriptions on our Customer Account Portal on June 4, 2025, but we see no other action from the customer on communicating with our team for additional assistance. 

  Since we are NASC-certified and the customer has informed us of their pets' experiences, we have a process that needs to be followed so we can properly document their situations for our Quality Team to further review. Therefore, we have reached out to the customer directly via email to follow up on obtaining additional information about their experience. We will be able to further assist with providing additional support to their request once the required information is obtained. 

  If the customer needs any further assistance after our contact with them via email, we are happy to help. 

  Thank you, ********

• Initial Complaint

  Date:06/06/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company tricks you into purchasing a product that then signs you up for a monthly subscription. I did not ask for this subscription. They do not answer the customer service number and the email comes back as not delivered. This is a complete scam. The website will not let you sign in. I want to cancel any order or subscription to this company. They are more then willing however to continue to text me with unwanted texts about their products. So angry

  Customer Answer

  Date: 06/06/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***** *****
  
  
  
   
  
  

• Initial Complaint

  Date:06/05/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged on 5/24 on my mastercard two charges one for $32.05 (which I owe for one **************** but I was also charged ***** which I do not owe. Two days ago I received one of the Allergy& Immune and 2 Probiotic Chew which I did not order at all!I have called for two days...6/4 and today 6/5. Yesterday I held for 40 minutes and today *** at jover an hour. No one answers...just stay on hold. Tried the help line....it says go to help line, doing that. Then it says The health line is down! Great.......I need a return label, they pay return shipping, and I am credited the $*****. I was finally able to cancel any additional orders..I had to take my dog to the vet and given a shot to stop her from throwing up. She is allergic!This is nuts. It is impossible to contact these people.Please help!***** ****** ***********************

  Business Response

  Date: 06/05/2025

  Thank you for the opportunity to respond. 

  We are sorry for any confusion or frustration the customer has experienced, along with the longer wait times to speak over the phone with one of our Customer Experience team members. We are currently experiencing higher than normal volume and are working diligently to respond to all inquiries.

  Upon reviewing the customers account, we found that when the customer purchased their original order of the Allergy & Immune Probiotic Chews, they were offered additional products to be added onto their order at a one-time discounted price. This offer was accepted by the customer at the end of their purchase. 

  Please note, that we cannot add additional product onto a customer's order unless they have consented/accepted the offer. Additionally, when an add-on offer is accepted this may appear as two separate charges on the customers account. This would explain why the customer saw two different transactions within their account but the total amount does equal the price they paid for the one order. 

  We are incredibly sorry to hear about their pet's experience due to their dog having an allergy to one of the ingredients in the product. We understand every pet is unique and so we always advise our customers to consult with their vet before using the product to determine if it is the best fit for their pet. This is also stated on our website and product labeling. 

  We have already reached out to the customer and one of our team members was able to speak with the customer to obtain additional information and provided a full refund for their order. 

  If the customer needs any further assistance, we are happy to help. 

  Thank you, ********

  Customer Answer

  Date: 06/08/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***** ******
  
  
  
   
  
  

• Initial Complaint

  Date:06/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a product from Petlab Co. for my dog. I did NOT enroll in a subscription yet they send the same product every month and keep billing my credit card. I have tried over several months to try to stop the shipments but they say they cant find my subscription. I cant log in to their website with my email because they say I dont have an account, yet they keep sending me items and billing me. I try to call their phone number and am on hold for 45 minutes to an hour at a time. I email their help line and they always get back to me with the same response that I need to log into my account to turn off my subscription. I try to log in again using my same email address they send my invoice to yet when I try to use that email to log in to cancel, they cant find my email in their data base. How am I getting invoices at this email yet they say it doesnt have an account? I did a quick search online and this is how they operate. Everyone who wants to cancel a subscription they didnt enroll in gets the same error message saying their account doesnt exist. Its subscription h*** for something I never subscribed to. **************** got back to me after I posted on their social media sites and said they would cancel my subscription but I received a new monthly supply again today.

  Business Response

  Date: 06/03/2025

  Thank you for the opportunity to respond. 

  We are sorry for any confusion or frustration the customer has experienced. 

  Upon reviewing their account, we noticed that the customer was attempting to reset their password before activating their account on May 11, 2025. As stated on our website, even if a customer has a subscription, they are required to activate and verify their Customer Account Portal in order to access their account information. We are sorry if the customer initially missed these instructions on activating their account first to log in.

  In addition to this though, the customer did provide us with a screenshot of their attempt to activate the account on May 30, 2025. Although the customer's screenshot does show the email appears to be the same as what is on their account, the system will not recognize the email address if there is an extra space after entering the email. This extra space can occur when customer's are using auto-fill information on their device. However, we did raise this concern with our team to further investigate if there may be a bug that caused an error in preventing the customer from successfully activating the account.

  Furthermore, from reviewing the account details, it shows that on February 27, 2025, the customer picked the subscription instead of the one-time purchase option. Please note that we cannot put customers into a subscription plan on our own. Customers do have to purchase one, and always have the option of choosing "Subscribe & Save" or "One-Time," and can cancel at any time.

  We have canceled the customers ProBright Advanced subscription and although we cannot provide a refund for all orders processed, because they are outside our 30-day Return/Refund Policy, we have made a one-time courtesy to issue a full refund for their May & April orders.

  We have reached out to the customer directly via email to provide details on this cancellation and refund information.

  If the customer needs any additional assistance, we are happy to help. 

  Thank you, ********

• Initial Complaint

  Date:05/31/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I must have accidentally or inadvertently signed up for a subscription. I keep trying to cancel it, but I cant get logged into their portal.. its a never-ending cycle of this is not the right email. This is not the right password you need toreset your password. I try to reset the password by clicking on the link they sent to my emailand I get that stupid message saying oops something went wrong and it returns me back to the same page same thing and over and over again its some kind of scam where they wont let you login so you can cancel the subscription you never meant to signup for in the first place.

  Business Response

  Date: 06/02/2025

  Thank you for the opportunity to respond. 

  We are sorry for any confusion or frustration the customer has experienced. 

  Please note that we have no record of the customer reaching out to our Customer Experience team about their concerns so we could address them directly. 

  Additionally, upon reviewing their account, we noticed that the customer was attempting to reset their password before activating their account. As stated on our website, even if a customer has a subscription, they are required to activate and verify their Customer Account Portal in order to access their account information. We are sorry if the customer missed this these instructions on properly activating their account to log in. 

  I was able to find that on March 1, 2025, it shows that the customer picked the subscription instead of the one-time purchase option. Please note that we cannot put customers into a subscription plan on our own. Customers do have to purchase one, and always have the option of choosing "Subscribe & Save" or "One-Time," and can cancel at any time.

  We have canceled the customers ProBright Advanced subscription and have reached out to the customer directly via email to provide details on this cancellation.

  If the customer needs any additional assistance, we are happy to help. 

  Thank you, ********

• Initial Complaint

  Date:05/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May ******* I order two bottles of prebiotic chew from pet lab. Once I was done ordering they offered me two additional bottles for ***** more. When got to the check saw it was 104 I change my mind. Then ask me why I cancel the order. I told it was to high. So they offer me another price for $23 for the second order. But I change mind I cancel the subscription too. all the same day May 19. I trying calling because I did not want to be charged for something I did not asked for. When I saw that they was not answer the phone. I sent a email telling them to cancel second order and the subscription. May 20, I try reaching out to petlab my phone still know one pick up. I email again letting them know I don't want the second order and I want to cancel my subscription. I got a email back saying your subscription has been cancel. But nothing about the cancelation for the second order.. May 21 I call again same thing know one pick up. Sent another email asking to spoke with a manager. Because I don't want the second order. I checked my account on May 19 they took $48.48 and May 19 $52.23 an then they took May 20 additional $104.47.For what all I ask for was one order. I had cancel the second order and subscription. May 22 I got a email from petlab stating that they did me a favor my refunding $52.23 of my money because they had already sent out second order. I had been trying for three day to cancel this order. Their system is very bad. At this I want all my money back. That included for the first too.I have been asking them to sent me the return label so I can send back all of thier stuff. As you can see from the screenshot they overcharge me.Then two days later send me another order. Which I did not asked for. To try and justify thier mistake.

  Business Response

  Date: 05/23/2025

  Thank you for the opportunity to respond. 

  We are sorry to hear of any frustration the customer has experienced with the situation they have encountered. Upon reviewing our records, we could not find that the customer made any attempts to call our Customer Experience team with the information they have provided in this complaint. We did find that the customer originally reached out to us via email on May 20, 2025, which was a day after they purchased their original order on May 19, 2025. Less than 24 hours later, on May 21, 2025, one of our Customer Experience team members responded back to the customer's email.

  Please note, that once customer's have placed an order on our website, they are unable to cancel due to our system fulfilling orders within ***** minutes so the package can be shipped out ASAP for a quick delivery timeframe. This is stated in our Shipping/Return Policy on our website.

  With this in mind, we noticed that the customer canceled their subscription shortly after their purchase. However, canceling the subscription does not cancel orders that have already been processed, this only cancels future orders. 

  When the customer was offered a discounted price due to them attempting to cancel their subscription, they accepted this offer, so another order was processed. Although the customer changed their mind, as stated above, once orders are placed, they cannot be canceled. We are sorry for any inconvenience this has caused the customer. 

  As the customer has mentioned, one of our Customer Experience team members provided a 50% refund on their recent order, should the customer decide to keep both orders to use over time. However, we have gone ahead and refunded the remaining amount on the recent order and have also provided a full refund for their original order. All subscriptions on the customer's account have been canceled and we have reached out to the customer directly via email to provide additional details about the cancellations and refunds. 

  If the customer needs any further assistance, we are happy to help. 

  Thank you, ********

  Customer Answer

  Date: 05/24/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Yokur Answer Here]

   I  am still waiting to see my refund back into my account.  However the explanation that pet lab gave in regards to me waiting a day after to cancel my order is incorrect  I have sent the email to you which was on May 19 same day I place the order requesting pet lab to cancel because i made the mistake.    And I didnot want the second order. regards to them don't having any record shown I called . That because know one pick  up the to answer my called.

  Thank you BBB

   IF my money is not  back into my account within ****** I will file again.

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** ********
  
  
  
  
   
  

  Business Response

  Date: 06/16/2025

  Thanks for the opportunity to respond. 
  
  We are sorry the customer is not satisfied with the resolution provided. 
  
  Our records show that on May 20, 2025, the customer reached out to us via email. Although the customer contacted us less than 24 hours after their order was processed, as stated on our Shipping/Return Policy, we are unable to cancel orders due to our system fulfilling them within ***** minutes for quick shipment and delivery. Even if a request to cancel is made shortly after purchasing, we still do not have the ability to cancel the order.  
  
  We can confirm from our end that the refunds have been successfully processed back to the customer's ****** account. We would advise the customer to reach out to ****** **************** for further support if they are having trouble locating the refunds, as the process has been complete on our end. 
  
  If the customer needs any further assistance, we are happy to help. 
  
  Thank you, ********

• Initial Complaint

  Date:05/22/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had to purchase products to remedy my pet's skin condition as a result of the water additive from this company. I answered all of their questions, but they refused to refund me the money spent to buy the products. I provided the receipt and am only asking to be reimbursed for the purchase.

  Business Response

  Date: 05/22/2025

  Thank you for the opportunity to respond.

  We are sorry to hear about the experience the customer's pet encountered. As pet owners, we never like to see our pet's feel anything less than wonderful. 

  Please note that we are NASC Certified, and the product this customer purchased has passed quality tests and is suitable for everyday use. It contains no ingredients known to be harmful to dogs. We always advise pet parents to consult with their vet before using our products to determine if it is the right fit for their pup. This is also mentioned on our website and the product labeling.

  From reviewing this matter, we do not have any conclusive evidence that our product was the sole cause of the pets experience. Therefore, we only provided a full refund for the customer's purchase of the ********************** product and denied their request from reimbursement of the product they purchased at *****. We responded to the customer that if they would like for our team to further review this matter, that they provide documentation from their vet in regards to the appointment including the vet's written findings/summary. However, the customer did not respond back with this information so the conversation was closed. 

  We are sorry if the customer is disappointed by our our internal review but since there is no conclusive evidence that our product was the sole cause of the situation, we are remaining with our previous decision to only provide a full refund for the PetLab Co. order, which has already been processed.

  If the customer has any additional questions, we are happy to assist. 

  Thank you, ********

  Customer Answer

  Date: 05/26/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because my pet didnt have this skin issue until he started the water additive and now thats it been discontinued, hes fine. This company is unethical because they interrogated me before even refunding the purchase amount. Its really unfortunate that they refuse to accept responsibility when its obvious the water additive caused the skin rash. 

  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *** ****** ** ******