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:05/06/2025

  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.

  I have tried numerous times to touch with ********** can never get a response. I tried to CANCEL my SUBSCRIPTION and to no avail. Now I haved two unopened packages of products and many unopened jars of products. I would like not only an refund which is at least ******+ unopened containers of products. Plus CANCEL MY SUBSCRIPTION.

  Business Response

  Date: 05/07/2025

  Thank you for the opportunity to respond. 

  We are sorry for any frustration or confusion the customer has experienced. Upon reviewing the customer's previous communication, we see that they reached out to us only once on March 21, 2025. An agent from our Customer Experience team responded to the customer's email on March 23, 2025, but we did not hear back from the customer with additional information that was needed to proceed.

  To resolve this, we have canceled all of the subscriptions on the customer's account and have processed a full refund for their last two orders. We have also sent an email to the customer directly with additional details about the cancellation and refunds. 

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

  Thank you, ********

• Initial Complaint

  Date:05/01/2025

  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.

  Originally ordered two for my big dog to try it. Then I was offered to order two more at a discount price I was led to believe by your website at my choosing for a different dog/my small dog, so I clicked and now I've been "upselled, ordered/subscribed" FOUR containers for my big dog AND I'm in a subscription! CANCEL THE ENTIRE ORDER, SEND ME A PRE-PAID LABEL to return ALL YOU'RE SENDING ME AND CREDIT ME BACK EVERY ***** YOU CHARGED ME! Your website (on FB) is VERY deceptive!!! There's no way you can go back and change anything 5/1/25 12:55 per Originally ordered two for my big dog to try it. Then I was offered to order two more at a discount price I was led to believe by your website at my choosing for a different dog/my small dog, so I clicked and now I've been "upselled" ordered/subscribed FOUR containers for my big dog AND Send me prepaid label to return extra two large dog, and replace w/small dog under 20lbs. or it's all coming back to you!! Your website is VERY deceptive!!! There's no way you can go back and change anything! NO ONE ANSWERS YOUR CUSTOMER SERVICE NUMBER EVEN AFTER I WAITED OVER AN HOUR!!

  Business Response

  Date: 05/02/2025

  Thank you for the opportunity to respond. 

  We are sorry for any confusion or frustration the customer has experienced, along with the long wait time to speak with our Customer Experience team. We are currently experiencing higher than normal traffic that we are diligently working to respond to ASAP.

  Please note, that our website does offer for customer's to take advantage of a one-time special discount to add on 2 additional products of what they are originally ordering when they are signing up for a subscription. This is to provide the best deal possible, as we recommend it can take up to 3 months to notice optimal results. Additionally, once an order is successfully placed, it cannot be edited as our processing time is very quick to ensure the order is shipped right away. 

  To resolve this, we have sent x2 ************************************** free of charge to the customer so they can try out the products for their smaller pup. We also canceled their ProBright Advanced subscription, effective immediately.

  We have sent the customer an email directly to inform them of the courtesy order and subscription cancellation. 

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

  Thank you, ********

• Initial Complaint

  Date:05/01/2025

  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 purchased a one time purchase and it said it was delivered but when you select track the order through *****, there's no information and nor do they give you a tracking number through their site or email. After review, people who purchased the one time payment were installed into a subscription service. This company is completely fraudulent and should be stopped. We are trying to help our fur babies but end up needing financial help ourselves.

  Business Response

  Date: 05/02/2025

  Thank you for the opportunity to respond. 

  We are sorry to hear the customer was having trouble with viewing the tracking information on their end. 

  Please note, that we have no record of the customer reaching out to our Customer Experience team by neither phone or email to assist with their concern with the information they provided here. 

  Upon reviewing the customer's account, the tracking information for ***** does in fact provide the information that the order was delivered on April 30, 2025 at 10:22am. The tracking link also includes a photo for proof of delivery on this day. 

  Additionally, I found that on April 28, 2025, the customer chose the subscription rather than the one-time purchase option when placing their order for the Allergy & Immune Probiotic Chews and Wild Caught Salmon Bites. 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 customer successfully canceled both subscriptions. We are sending the customer an email directly with details about their order, including the tracking link to reference. 
  
  We are happy to help the customer if any further assistance is needed. 
  
  Thank you, ********

  Customer Answer

  Date: 05/04/2025

  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:

  Instead of receiving a refund, I have been going back and forth with this company to no avail. This company does not keep their word and is down right a waste of time.

   

   

   

   

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

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

• Initial Complaint

  Date:05/01/2025

  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 subscribed to PetLab ** June 21, 2024 for the Immune Probiotic + (Large) - Subscription at the price of $60.95. I have faithfully used the product on my large dog for almost a year and have no resolve of his issues. I have tried several times to log into my account with my email and password. I am blocked out so I have asked several times to reset my password. I NEVER get the link. I have called the *********** at ************ and get put on hold for up to 30+minutes. I have emailed ********************************* and get an automated response which doesn't address the issue of me not be able to get into my account to change the subscription or cancel it. This is the message:Hi *****,We understand you'd like to cancel your subscription. We appreciate you giving us a try!To quickly cancel your subscription online, please visit our customer account portal. You will need to sign-up using the email address you used to purchase.Once you've logged in,Select Subscriptions from the main navigation Then navigate to the subscription you wish to cancel Select Edit Subscription, scroll down and choose "I want to cancel".If this automated message has solved your issue, please reply back with "Solved", and we will close the request.Otherwise, please be patient and a Customer Experience team member will follow up with you as soon as possible. (Please note that sending more than one request only delays us getting back to you.)Thank you,PetLab Co.Zeeko, PetLab Co. AI Agent I am asking that PetLab Co. cancels my subscription immediately. I have been faithful in using the product that I subscribed for but have had no resolutions on my dogs issues.

  Business Response

  Date: 05/02/2025

  Thank you for the opportunity to respond. 

  We are sorry for the frustration the customer has experienced when attempting to log into their Customer Account Portal, along with the long wait time on the phone to speak to our Customer Experience team. We are currently experiencing higher than normal traffic and are diligently working to respond to these inquires ASAP. 

  We understand that every pup is unique and what works for one dog may not work for another. We are sorry that the customer has not see their desired results with their time of using the product.

  From reviewing our email communication with the customer, we can see that the email to reset their password was sent several times over multiple days to the customer. At times, these emails can be placed in the spam/junk mail folder so we are sorry if the customer did not see these emails on their end, as intended. 

  However, it looks like the customer was able to successfully cancel their Immune Probiotic+ subscription within the Customer Portal Account on April 8, 2025; prior to this complaint being submitted.

  We are reaching out directly to the customer via email with additional details about their cancellation and email communication. 

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

  Thank you, ********

• Initial Complaint

  Date:04/30/2025

  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 was trying to find the expected date of delivery for my order. The account doesn't show this. The phone number leaves you on hold for an extended period of time with no actual assistance. You sit there thinking you're in a queue. You're not. The email address they have will tell you they can't find your order. I confirmed the order number, email, shipping address and even sent two screenshots of the order details. The email is an auto reply template with no actual assistance. They provide a link to speak with someone, but the link is not ******** one point the email auto template changed, showing they found my order. It was a differnet order number (very different than mine), very different order date, different shipping state. No matter what you write, you get the same template reply. This is a scam company.On your account details you have no way to view your credit card info (shocking, isn't it). You can only ADD another payment method. Again, shocking. I don't know where all these claims of happy users, I cannot get my order, speak to a person, or email actual support

  Business Response

  Date: 05/01/2025

  Thank you for the opportunity to respond. 

  We are sorry for any confusion or frustration the customer has experienced, along with the long wait time to speak to someone over the phone. At this time, we are experiencing a higher volume of inquires that we are diligently working through to respond to them ASAP.

  Please note, the customer initially reached out to us yesterday and we responded to their email 6 hours later with the tracking link to their order. Additionally, regarding the customer responding to our automated system in one of their conversations, the customer provided a screenshot with their order number on it. When our system requested to confirm that the order number was correct, along with asking for the email on the account used for the purchase, the customer provided a number sequence of **********, which has no relation to their order or any other orders in our system. This explains why our automated service could not locate/verify their order/account information. 

  In another conversation the customer had, the customer did provide the order number in a text instead of a screenshot. However, the automated system provided the incorrect order and shipping information. We are truly sorry for the inconvenience, confusion and frustration the customer experienced because of this. We have raised this error to our team to correct so we can avoid this issue going forward. 

  Regarding their view of the payment method on their account, all of our customer's have access to view their account details in our Customer Account Portal. When a customer logs into their account, under the tab "My Account" there is a section listed as "Payment Method" which shows the last four digits and expiration date of the card on file that was used for the purchase. We are sorry if the customer had trouble locating this information on their account. 

  As stated above, one of our Customer Experience team members did respond to the customer 6 hours after their initial email with the correct tracking information of their order. To clarify the delivery timeline, we inform that it can take 3-5 business days for orders to arrive after they are shipped. The customer placed the order on April 23, 2025 and the order was delivered on April 30, 2025, which is within the delivery timeframe, since Saturdays and Sundays do not apply as business days.

  We are happy to assist if the customer needs any further assistance. 

  Thank you, ********

• Initial Complaint

  Date:04/30/2025

  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 have been calling and trying to use PetLab Co website but the company will not call me back. Im just trying to cancel my subscription with them. I call them then Im put on hold for up to 30 minutes before I give up. I need to get this resolved asap otherwise they will keep sending their horrible product

  Business Response

  Date: 04/30/2025

  Thank you for the opportunity to respond. 

  We are sorry to hear about the customer's experience when attempting to contact our Customer Experience team to cancel their subscription. Upon reviewing our records though, we did not find any recent contact by phone or email from this customer based on the information they provided. We are sorry if their communication did not reach us, as intended. 

  However, with the information provided, we were able to locate their account and cancel all subscriptions for the Allergy & Immune Probiotic Chews. We have sent an email to the customer directly, to inform them of the subscription cancellations. 

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

  Thank you, ********

  Customer Answer

  Date: 04/30/2025

  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.
  It should have never gone to this extreme had they just answered the phone calls and/or the several attempts that I made on their website. They did say that they couldnt find any communication from me well I saved all of the attempts that I made to get ahold of them. They did apologize for the miscommunication 
  Sincerely,
  
  ***** *****
  
  
  
   
  
  

• Initial Complaint

  Date:04/30/2025

  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.

  We purchased the powder product for teeth cleaning however our dogs would not eat if the powder wad on the food.We had no idea that this order was a continuing subscription and would not have ordered had we known this.I have spent a couple of hours on hold and have gotten 3 emails telling me customer service would get back to me. I did finally understand that I had to set up an account to cancel my "subscription".I have asked for a return authorization for the product I recieved today and waiting for what appears as non-exsistant customer service to respond in a timely manner.I did order the one product but not on a subscription bases. Please issue a *** for me to return the product for a ********* my opinion,This compny has a ways to go in getting better at customer relations and should make very clear to the customer that this an automatic monthly subscription order.Buyer beware!!!

  Business Response

  Date: 04/30/2025

  Thank you for the opportunity to respond. 
  
  We are sorry for any confusion or frustration the customer has experienced, along with the delay in our response due to an unexpected rise in inquiries that we are working hard to respond to as quickly as possible.
  
  In digging into what happened, it looks like on March 29, 2025, the customer chose the subscription rather than the one-time purchase option when placing their order for the ProBright. That subscription's auto-ship is 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 the subscription has 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, ********

  Customer Answer

  Date: 04/30/2025

  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:04/28/2025

  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.

  They processed an order O didn't request. I tried contacting by email no result. Phone no result

  Business Response

  Date: 04/29/2025

  Thank you for the opportunity to respond. 
  
  We are sorry for any confusion or frustration the customer has experienced. Upon reviewing our records, we could not find any attempts of the customer reaching out to our Customer Experience team to assist in resolving this matter. 

  In digging into what happened, it looks like on March 28, 2025, the customer chose the subscription rather than the one-time purchase option when placing their order for the ProBright. That subscription's auto-ship is 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 the subscription has 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:04/27/2025

  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.

  I purchased the dental cleaning powder. Immediately when I hit place order I was sent an email. In that email it said I was signed up for auto ship monthly. I have tried to login to their website to change my subscription, it will not let me login. Says my password is wrong. It will not let me change my password, doesn't send me a link to change it. I want to cancel the subscription. And whether the product works or not, I will never order from this company again because of them automatically creating the auto renewal. It was not stated anywhere that they were doing this. To me this is fraudulent behavior. Very suspicious activity. Especially when the website will then not let you log in to cancel the subscription. I want this subscription cancelled, and I never want to be contacted by this company again.

  Business Response

  Date: 04/28/2025

  Thank you for the opportunity to respond. 
  
  We are sorry for any confusion or frustration the customer has experienced. Upon reviewing our records, we could not find any attempts of the customer reaching out to our Customer Experience team to assist in resolving this matter. 
  
  In digging into what happened, it looks like on April 24, 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 cancel at any time.
  
  We can confirm that the subscription has been successfully canceled and 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:04/24/2025

  Type:Customer Service 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 ordered 2 products (one time purchase) from ******** on March 21. I was automatically enrolled in a "subscription" where I am receiving monthly shipments of a product I *** not care for and definitely do not wish to continue using. It is not what I ordered. I have attempted numerous calls and emailed their help email. I have not received any response whatsoever and their 'help' line is never answered. In fact one day the recording said we are giving our employees time off for spring break. Bogus. I paid through ****** and have now been shipped two orders. This must end. To 'manage one's subscription' the website suggest creating an account which is impossible given the error message that pops up indicating an email will be sent to create or reset a password and no email has ever been sent. The total each month I am being charged is $47.71. I just received another shipment today and wish to return however - there is no way for me to do so. Please assist any way you can.

  Business Response

  Date: 04/25/2025

  Thank you for the opportunity to respond. 
  
  We are sorry for any confusion or frustration the customer has experienced with accessing their Customer Account Portal. We are also sorry that customer has experienced long waits on the phone due our Customer Experience Team recently experiencing a higher volume of calls that we are working diligently through to assist ASAP. 
  
  In digging into what happened, it looks like on March 21, 2025, the customer chose the subscription rather than the one-time purchase option when placing their order for the ProBright & Dental Finger Wipes. 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 the subscriptions have been canceled and a refund for the customer's last order has been issued. We have followed up with the customer directly via email with additional information about the cancellation and refund. 
  
  We are happy to help the customer if any further assistance is needed. 
  
  Thank you, ********

  Customer Answer

  Date: 04/25/2025

  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,
  
  ***** *******