Reviews

Review Details

• 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. 

• Review fromAl M

  Date: 04/27/2025

  1 star
  This company is the worst company I've ever dealt with. They are scamming their customers. I placed a one time order for probiotic chews for my dog. They sent me another package of chews that I did not order. Petlab Co put me on a subscription that I never signed up for! I've tried reaching out to them many times but no answer. It's always an automated email response. I used ****** to buy the chews and made a claim through ****** to get my money back but all ****** could do was to stop payment. They couldn't get my money back. This is a fraudulent operation. I do not recommend to anyone. Petlab Co should be investigated.!

  Petlab Co.

  Date: 04/30/2025

  Hi Al, 
  
  Were truly sorry to hear about your experience and appreciate you bringing this to our attention. Just to clarify, we never enroll customers into a subscription without their consentsubscriptions are only set up when selected during checkout.
  
  A member of our team has reached out to you but we havent yet received a response. Wed be more than happy to issue a refund for the order; however, in order to proceed, we kindly ask that the ****** dispute be lifted first, as were unable to process a refund while its active. Wed love the opportunity to make this right for you and look forward to hearing back soon.
  
  Best regards, 
  PetLab Co. 

• Review fromWayne P

  Date: 04/21/2025

  1 star
  I placed an order on 4/8/25 and PetLab sent me an email stating the product has shipped. On 4/17/25 I still had not received the product and emailed PetLab asking for a full refund to my account and got an email saying a customer service representative would contact me. As of today still no product or NO REFUND. Sent them another email and got the same response as my first email. This company is scamming people and taking their money and not sending the product . Never do business with this company

  Petlab Co.

  Date: 04/24/2025

  Hi *****, 
  
  We are very sorry to hear that your order has not arrived, and we're sorry for our delayed reply. We always strive to offer excellent support; however, during busy periods, response times may take longer than we would prefer. We truly appreciate your understanding. We believe that one of our customer care team members has addressed your issue. Thank you for your patience, and if you have any further inquiries or concerns, please do not hesitate to get in touch.
  
  All the best, 
  PetLab Co. 
  

• Review fromHaven K

  Date: 04/15/2025

  1 star
  They charged me for an order I did not place and claimed I had chosen the subscription rather than the one time purchase when I placed my first order. If you look at the reviews across several websites, including TrustPilot, BBB, and ********, this is a constant trend for customers, always being told they somehow chose a subscription without realizing it. When you attempt to contact the company, the phone service always says it will be an hour wait time. The email service took over a week to respond to me, waiting until after the money was taken from my account. When I tried to respond to their email, I was given an error that said their mailbox was full and could not accept anymore messages. Its beyond frustrating and disappointing to have to fight with this company to get my money back for product I did not order and still havent received, despite my money being taken from my account and the order apparently shipping out over a week ago. They are running a scam that takes advantage of pet owners just wanting what is best for their animals. Most people would just accept that the charge was made and not want to deal with the headache of getting their money back, so they are just raking in money from peoples accounts then claiming customers are selecting to be charged on a subscription basis. Its ridiculous and criminal.

  Petlab Co.

  Date: 04/17/2025

  Hi Haven, 
  
  We're so sorry for the frustration and confusion caused here. Your order is on the way and weve also issued a full refund for this orderplease allow up to ************************************* your account. Theres no need to return the productyoure welcome to keep it or pass it along. We also want to let you know that we do not enroll customers in subscriptions without their consent. The subscription option is visible at checkout, but we completely understand how this may have been missed and appreciate you bringing it to our attention.
  
  Were truly sorry for the delay in getting back to you and appreciate your patience as we work to make things right.
  
  Best regards, 
  PetLab Co. 

• Review fromPaula W

  Date: 04/12/2025

  1 star
  While I may like their products the online order system is a nightmare. Navigating through all their "special offers" that pop up continuously in lightening speed will ensure that you hit an "accept" before you realize you were just trying to check out. Canceled everthing just to get away from annoying contant pressure to UPGRADE everything.

  Petlab Co.

  Date: 04/14/2025

  Hi *****, 
  
  Thank you so much for taking the time to share your feedback. We're really sorry to hear about your frustrating experience with our online ordering process. We never want our special offers or promotions to feel overwhelming or like pressureour goal is to inform and enhance your experience, not complicate it.
  
  Your feedback is incredibly valuable, and we've made sure to pass it along to the appropriate team so we can take a closer look at how these offers are presented. We want to make the checkout process as smooth and straightforward as possible, and input like yours helps us move in the right direction. We truly appreciate your support of our products, and we hope to have the opportunity to make things right in the future. Please dont hesitate to reach out if theres anything we can do to help.
  

  All the best, 
  PetLab Co. 

• Review fromBrenda M

  Date: 04/11/2025

  2 stars
  Product probably works ok but the customer service is not good. I was told I would receive a shipment to make up for one that got lost. I got the one that had been paid for and another I did not okay or approve and another charge. Terrible

  Petlab Co.

  Date: 04/13/2025

  Hello ******,

  Thank you for sharing your feedback with us! We're truly sorry that you had this experience. We understand how frustrating it can be and would like to make this right. Someone from our team will reach out to you via email to assist with this concern. Thank you for your continued support and patience. 

   

  All the best,

  PetLab Co.

• Review fromLori A

  Date: 04/08/2025

  1 star
  This has been the worst experience dealing with Petlab Co. If you ever need to cancel or try and reach their non-existent customer service department you will never get through.I had forgotten my password and when you try and reset, it gives you an error message that something went wrong to use the email that you opened account with which I did. The chews I bought are not working for my dog and I want to cancel and have no way of doing so. You call the customer service line and it automatically tells you you have to wait an hour before someone can help you and you never get through or you get disconnected.Just wanted to warn others before you think about purchasing anything from them. Very disappointed in this company.

  Petlab Co.

  Date: 04/10/2025

  Hi ****, 
  
  We're truly sorry for the experience you've had we completely understand how upsetting and frustrating this has been, and we want to say sorry for all the trouble you've encountered. What you described is absolutely not the kind of service we aim to provide. From the password reset issues to the long phone wait times and the difficulty reaching us. Please know that your feedback has been heard, and we take it seriously. One of our ************* team members will be reaching out to you shortly to help resolve everything including the cancellation and any issues with your order. We want to make this right.
  
  Thank you for your patience, and again, were very sorry for the inconvenience.
  
  All the best, 
  PetLab Co. 

• Review fromStacey C

  Date: 04/04/2025

  1 star
  Super easy to order from but impossible to reach customer service or get a response via phone or email.Couldn't access account at all. Tried resetting password ten times or so and their website will let your order via cell phone but won't let you log in via cell phone. No response via email in over 24 hours and hold times are over an hour on the phone. No way to return unwanted product that you couldn't cancel with out contacting customer service by phone or email. HORRIBLE CUSTOMER SERVICE, I MEAN WHAT CUSTOMER SERVICE.Hold times over n hour and waiting....

  Petlab Co.

  Date: 04/07/2025

  Hi ******,
  
  We're truly sorry to hear about your recent experience and completely understand how frustrating this must have been. We're sorry for the difficulty you had reaching our customer care team and for the issues you encountered with your account access. We believe one of our team members has addressed your concerns and issued a 50% refund for your order, which you accepted. Please allow up to 10 business days for the amount of $33.34 to reflect in your account. 
  
  We know we fell short this time, and were truly sorry for the inconvenience and lack of timely support. Your feedback is incredibly important, and we're continuously working to improve our systems and response times so that situations like this dont happen in the future.
  

  All the best, 
  PetLab Co.