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Business Profile

Ecommerce

Petlab Co.

This business is NOT BBB Accredited.

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Reviews

Customer Review Ratings

4.35

Average of 320 Customer Reviews

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Review Details

  • Paula W

    Date: 04/12/2025

    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. 

  • Brenda M

    Date: 04/11/2025

    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.

  • Lori A

    Date: 04/08/2025

    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. 

  • Stacey C

    Date: 04/04/2025

    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. 

  • John B

    Date: 04/02/2025

    This is the worst experience I ever had, I purchased 1 Probiotic Chew and before I knew I was subscriber the next month they sent another I that my dog doesn't like,I went through an ordeal that I had encountered before they lost my order and on and on since February, they agreed to send refund but after the ten days they said that they couldn't they were having a problem with **** that they couldn't send refund I have no confidence in this company or it's product and I want all that is thinking about making a to find another company,I believe in honesty and I don't find it in there product or there service, I hoping to get a philly news paper to intervene, I'm not in no way finished don't subscribe and don't do business with them if you don't want the problems I have.

    Petlab Co.

    Date: 04/06/2025

    Hello ****,

    Thank you for sharing your feedback with us! We're very sorry to hear that you had this experience. We understand you didn't intend to subscribe to our product. We checked your account and can confirm that the subscription was canceled on March 7, and no further orders will be processed. We also refunded the unwanted order on the same day. However, the ****** dispute you opened has prevented us from completing the refund process. Due to the dispute, ****** has put your funds on hold until they've reached a decision about the case. This is beyond our control, and like you, we're just waiting on ******'s decision. We understand how frustrating it can be. We only ask for a little more patience as we wait for ******'s decision on the case. We truly appreciate your understanding. Please let us know if there's anything else we can help with. 

    Best regards,
    PetLab Co. 

  • Alana W

    Date: 03/24/2025

    I had a subscription with Petlab Co. for close to a year. I was hoping the powder would help my dog's teeth. I saw some improvement but not much. My last subscription order with them has been lost in the mail for close to a month now and I have sent an email regarding this. I finally received a response back saying that another order would be expedited. I still have not received that order. I finally decided to cancel my subscription since I am now out $125.00. I have tried to call numerous times to get a refund and each time I called I either get a message saying that team members were in a phone meeting, that the phone system was being updated or today the call fails every time I dial the number. I feel like I'm being ignored. I'm usually not one to complain about a company but this time I feel like I have no choice. I am very disappointed.

    Petlab Co.

    Date: 03/27/2025

    Hi *****, 

    Were truly sorry for the frustration and disappointment you've experienced. Our ProBright Advanced is currently out of stock, which has delayed the resolution of your issue. We know this is not the experience you expected, and we truly appreciate your patience. One of our team members will be reaching out to you directly to work toward a resolution as soon as possible. Please know that your concerns are important to us, and were committed to making this right.

    Again, were very sorry for the trouble, and we truly appreciate your time with us. If there's anything else we can do in the meantime, please let us know.

    Stay pawsome, 
    PetLab Co. 

  • Amber E

    Date: 03/14/2025

    I had a shipping issue and it was resolved very quickly. I am excited to try the product for the first time.

    Petlab Co.

    Date: 03/17/2025

    Hi *****, 

    Thank you for your feedback and for taking the time to share your experience with us. It's truly appreciated and encourages us to continue doing our best to make sure every customer's experience is memorable.

    Stay pawsome, 
    PetLab Co. 

  • Rebecca B

    Date: 03/12/2025

    Great company.. Great products Their joint supplements helped our ************************************ his hips .. always had a quick response when I have had questions Highly recommend!

    Petlab Co.

    Date: 03/17/2025

    Hi *******, 

    Thank you so much for taking the time to share your positive experience. We put a lot of effort into ensuring our products and service are top-notch, and its incredibly rewarding to hear that youre happy with them. Your feedback truly motivates us to keep doing our best!

    All the best, 
    PetLab Co. 

  • Martha W

    Date: 03/10/2025

    I like *******. In the probably ten years Ive been using them I have never had to call customer service before now. One of my dogs uses their probiotic chews. She gets all itchy without it. I thought I would try another product them for both my dogs. So I recently ordered their dental product but there was an issue with the order. I called customer service and my order was corrected. The customer service care was truly worth noting. Very pleasant on a very busy day (long wait time and on a Monday). I felt like I was valued by ***** as she fixed the problem.

    Petlab Co.

    Date: 03/12/2025

    Hi ******, 

    Thank you so much for taking the time to share your experience with us! We're thrilled to hear that you've been a loyal customer, and that our Probiotic Chews have made a positive difference for your dog. We're so glad that our team was able to assist you and correct your order promptly. Providing exceptional customer service is one of our top priorities, and its wonderful to hear that you felt valued during your interaction, even on a busy day. Your feedback means a lot to us, and we appreciate your trust in our products for your beloved dogs.

    Best regards, 
    PetLab Co. 

  • Ed K

    Date: 03/08/2025

    **************** responded and resolved a problem immediately. They even went above and beyond to insure customer satisfaction.

    Petlab Co.

    Date: 03/09/2025

    Hi ******,

    Thank you for sharing such a positive experience! We're glad that our customer service team not only resolved your issue promptly but also went the extra mile to ensure your satisfaction. We value your business and support, and your satisfaction is important to us.

    Best regards,

    PetLab Co.

Petlab Co. is NOT a BBB Accredited Business.

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