Reviews

Review Details

• Review fromKathy T

  Date: 03/04/2025

  5 stars
  Petlab has great products and impeccable customer service. They always treat you like a friend. Thanks PetLab. P. S. Our veterinarian gave the thumbs up to your company.

  Petlab Co.

  Date: 03/07/2025

  Hi *****, 
  
  Thank you so much for your kind words! We're thrilled to hear that you've had a great experience with our products and customer service. It means a lot to us that you feel like a friendwe truly value our PetLab family! And a big thank you for sharing your veterinarians approvalthats wonderful to hear. If you ever need anything, were always here to help.
  
  Best regards, 
  PetLab Co. 

• Review fromJuana V M

  Date: 02/27/2025

  3 stars
  Very disappointed in the email support, my order was missing information I put everything right. My order was not delivered because of that, I called more than three times, I waited 50 minutes to be attended. **** did an excellent job, she helped me a lot with my order. But the email support was so bad.

  Petlab Co.

  Date: 03/02/2025

  Hey there *****,

   

  We're very 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're glad that **** was able to help you and did an excellent job in resolving the issue. We are working hard to get our response time back to normal and be able to assist our valued customers as promptly as possible. 

  We value your feedback as it helps us to continually improve. Feel free to reach out again if we can help you with anything else. 

  Best regards,

  PetLab Co.

• Review fromRobin S

  Date: 02/25/2025

  5 stars
  Excellent customer service. Phone wait time was a little long.

  Petlab Co.

  Date: 02/27/2025

  Hi *****, 
  
  Your satisfaction with our customer service means a lot to us. We are dedicated to providing excellent care and assistance to all our customers, and we are grateful for your positive feedback. Further, thank you for your patience as you wait to speak with us. We are dedicated to providing top-notch support, but due to an influx of calls, you may experience longer wait times than usual. We appreciate your understanding. 
  
  All the best, 
  PetLab Co. 

• Review fromDelaney G

  Date: 02/22/2025

  1 star
  CUSTOMER SERVICE *****. My dog loved the product and I had a subscription for a couple years. Unfortunately I had to cancel it. I never received my last shipment but of course my credit card was charged. After reaching out to shipping company they said they never received the package from petlabco. No one answers the phone or emails. Im beyond disappointed, would not recommend.

  Petlab Co.

  Date: 02/25/2025

  Hi *******, 
  
  We're sorry to hear that you never received your most recent order. We have been experiencing an unusually high volume of calls and inquiries lately, which has led to longer wait times for our customers and we're sorry about this. One of our customer care team members will reach out to you to assist you with this. Thank you for your patience and we look forward to resolving this for you. 
  
  Best regards, 
  PetLab Co.

• Review fromChristine Z

  Date: 02/20/2025

  2 stars
  I called this morning (9:30 am) and waited approx 15 minutes even though the message stated up to an hour. Yesterday, I was on hold 30 minutes and hung up. The tech today was very kind and resolved my issue. This however was after sending 2 emails and not getting a response other than they received my email. If you are not going to reply within the timeline stated in the acknowledgement, please don't state it. State the truth!!! Very disappointed in the email support option.

  Petlab Co.

  Date: 02/23/2025

  Hello *********,

  We're really sorry to hear about your experience with the email support and the wait times on the phone. We understand it's frustrating when the stated timelines don't match up with the actual response times. 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're glad to hear that your issue has been resolved, but it's clear that your overall experience could have been much better. Your feedback is important and helps us improve our services. We aim to provide transparent and timely support, and your experience highlights areas where we need to do better.
  Thank you again for your patience and understanding. Your satisfaction is important to us, and we're committed to improving our service. ??

  Best regards,

  PetLab Co.

• Review fromAudree S

  Date: 02/20/2025

  4 stars
  After doing a little research, I decided to return my product because my dog has issues with certain ingredients and I am very careful about his food. I reached out by phone and was left on hold for quite some time. So as they suggested on a message on the call., I decided to email. I did not receive an email response back to my first request so I emailed again. It took a few days to get a response but when I did the agent was very understanding and polite and immediately refunded my purchase and also did not require me to return the product and told me that I could just donate it. I understand that these days most of us are used to a 24-hour response back. However, this may be a smaller company and maybe they don't have enough agents? Although it was not a 24-hour response, I was very happy with the way they handled my refund and return.

  Petlab Co.

  Date: 02/24/2025

  Hi ******, 
  
  Thank you for sharing your experience! We're sorry for the initial delay in our response and for any inconvenience it may have caused. We truly appreciate your patience and understanding. Our team strives to assist every customer as quickly as possible, and were glad to hear that once connected, our agent was able to provide a smooth and positive resolution for you. Your thoughtful approach to your dog's health is commendable, and were grateful that you gave us a chance.
  
  All the best, 
  PetLab Co.

• Review fromJohn A

  Date: 02/18/2025

  1 star
  We order some dental powder and the following month we were billed again and a new order was shipped out. I attempted server times to cancel order since we did not need new product every month. I tried calling and I even logged into my account. My online account said there were no subscriptions and no orders. Order eventually showed up after it was already shipped. There was no option to cancel anything. I tried calling again but phones were always down or recording said team was in meeting and to leave a message but after recording it would just hang up on me. I want a refund for this product. I have not once been able to speak to anyone from this company. I even tried the chat but that did not work either.

  Petlab Co.

  Date: 02/20/2025

  Hi ****, 
  
  We're truly sorry to hear about your experience and the frustration it has caused. We understand how important it is to have control over your orders. Please know that you need to complete the sign-up process to gain access to your account. Our team has already reached out to you directly to assist further and ensure this is resolved for you. If theres anything else we can do to help, dont hesitate to let us know.
  Thank you for your patience, and again, we truly appreciate your feedback.
  
  Best regards, 
  PetLab Co. 

• Review fromCheryl W

  Date: 02/17/2025

  5 stars
  The **************** soft chews worked great for *******. I had an issue with my subscription and also account info needed to be changed. ******** in customer service was very professional and she resolved my issues completely with ******************** I highly recommend the company for products and good customer service.

  Petlab Co.

  Date: 02/19/2025

  Hi ******, 
  
  Thank you for the glowing review! Were delighted to hear that youre satisfied with our products and service. Its feedback like yours that keeps us going and reminds us why we do what we do. We look forward to serving you and ******* again in the future!
  
  Best regards, 
  PetLab Co. 

• Review fromElizabeth P

  Date: 02/16/2025

  1 star
  This company put me on a subscription without my knowledge and charged my account 3 times after sending out various emails with no replys and calls with no calls back finally get one back email explaining the dont do refunds after 30 days and only gave me one refund for most recent , I will not order from them again buyer beware of your account and they are not at all good with customer service .

  Petlab Co.

  Date: 02/19/2025

  Hi *********, 
  
  We're truly sorry for any frustration this has caused. We want to clarify again that we do not enroll customers in a subscription without their knowledge and we always aim to provide clear information regarding recurring orders. We also see that we have refunded your most recent order in the amount of CA$110.04 without returning it back. In reference to our return and refund policy, we have outlined the information on our website. We appreciate your understanding and we're sorry for any inconvenience.Your feedback is important, and well make sure its shared with our team to improve our service.
  
  All the best, 
  PetLab Co. 

• Review fromSusan R

  Date: 02/14/2025

  2 stars
  Ordered and paid for dental powder on 2/7, received a package on Monday. Went to get the dental powder on Tues to start using it to find only the free prebiotic chews and directions for the dental powder but no powder. Call the # on the card, told wait times are 1 hour or more. Went to the website sent an email stating the above. Wed am i received an email saying my order had been delivered, sent another email saying it was not delivered. Never received an email back. Friday I called on my day off and waited 45min. I did speak to an agent who said he would send out the dental powder i ordered. This was much more time and frustration than I planned to spend on this. Hopefully the product will be better than the first 4 days trying to get the product.

  Petlab Co.

  Date: 02/16/2025

  Hi *****, 
  
  We're sorry to hear about the difficulties youve experienced in getting support. Due to a high volume of inquiries, our response times may be longer than usual, but were committed to addressing your concerns as soon as possible. We're glad to know this has been resolved. Thank you for letting us assist in resolving the issue with your order. Having the best experience is our top priority! We hope you see good results with the ProBright Advanced. Feel free to reach out again if you require further assistance. 
  
  Stay pawsome,

  PetLab Co.