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: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,
  
  ***** *******
  
  
  
   
  
  

• Initial Complaint

  Date:04/18/2025

  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.

  My dog will not eat any food with this powder on it When I tried to get a refund there is no response to enails or phone calls They will not honor their refund policy on their website

  Business Response

  Date: 04/21/2025

  Thank you for the opportunity to respond. 
  
  We are sorry for any 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 too as quickly as possible.

  As stated on our website's Return/Refund policy, order's are eligible for a return/refund when they are unopened/unused and within 30 days of purchase. With this in mind, since the customer stated that they opened/used one (1) of the three (3) containers in their order, we will be able to provide the customer with a partial refund for the unused two (2) containers. 

  We have sent an email directly to the customer to inform them of additional details regarding the refund, along with confirming that they have successfully canceled their subscription. 

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

  Thank you, ********

• Initial Complaint

  Date:04/15/2025

  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.

  Totally bogus. I ordered a product from this business and got automatically enrolled in a "subscription" where I am receiving monthly shipments of a product which does not work and that I do not what nor ordered. Have emailed them 3 times, and called them (over an hour waiting to speak to someone). Paid through ****** and I am being advised that I must cancel the subscription with them- which i never signed up for - to stop them from paying this Bogus business. Total scam.

  Business Response

  Date: 04/16/2025

  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 too as quickly as possible.
  
  In digging into what happened, it looks like on February 14, 2025, the customer chose the subscription rather than the one-time purchase option when when placing their order for the ProBright Advanced. 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: 04/16/2025

  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:04/14/2025

  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.

  ********** has auto shipped a product that I did not choose to enroll in. I called the phone number and stupid answering machines that cut off. I need help stopping these people from shipping me a product that I dont want.

  Business Response

  Date: 04/14/2025

  Thank you for the opportunity to respond. 
  
  We are sorry for any confusion or frustration the customer has experienced. After looking through our records, we did not find any history of the customer contacting our Customer Experience team with the information provided to locate their account. 

  In digging into what happened, it looks like on March 6, 2025, the customer chose the subscription rather than the one-time purchase option when placing their order for the ProBright Advanced. 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.

  However, we can confirm that the customer successfully canceled their subscription through our Customer Account Portal. We have also issued a full refund for the 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: 04/15/2025

  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:04/13/2025

  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 purchased dental powder for my dog , to clean his teeth. After using it for a month, I saw no improvements at all. And then the dog refused to take it anymore. When I contacted PetLab and asked for a refund, they told me their return policy us 30 days, so no refund could be issued. Their product doesnt work, and the customer service is non-existent.

  Business Response

  Date: 04/14/2025

  Thanks for the opportunity to respond. 

  We are sorry for any frustration or confusion the customer has experienced. We understand that all pet's are different, especially when it comes to their palatability on new products introduced. We inform all our customers that our products can take up to 3 months to notice optimal results, as this is normal for any supplement. 

  We did inform the customer that as stated on our Return/Refund Policy on our website, orders are eligible for return/refund if they are unopened/unused and within 30 days from purchase. We informed the customer of this, as their order did not meet the eligibility for a return/refund. However, as a one-time courtesy, we provided the customer a full refund for their order and confirmed their subscription was canceled. 

  An email was sent directly to the customer to inform them of this resolution with additional details about their refund. If the customer needs any further assistance, we are happy to help. 

  Thank you, ******** 

• Initial Complaint

  Date:04/01/2025

  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 ordered a product from Pet lab which I intended to be a one time purchase and they signed me up for a subscription. I tried to log onto my account repeatedly and sent several emails per their receipt to get help. They are being returned with no answer.. I simply want to check out the product subscription. They charged me for the product and apparently it is being delivered, but I think its inappropriate I cannot login to my account or get an answer. Ive tried calling them repeatedly and Ive been on hold for as much as an hour with no response. I find it unacceptable and Im starting to think Ive been scammed. Its not that I dont want the product, but I wanted to it one at a time rather than have a subscription and I never got an opportunity to do that. Please help me log into the account that I have, and have used on other products. All I get is a dog barking at a ball and then another link to enter the log-in information again and then the dog and then the link and then over and over its very frustrating. And no one answers the phone and the email to get help is rejected. Unacceptable.

  Business Response

  Date: 04/02/2025

  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 31, 2025, the customer chose the subscription rather than the one-time purchase option when placing their order for the Allergy & Immune Probiotic 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 cancel at any time.
  
  Additionally, although the customer purchased a subscription, they still need to activate their Customer Account Portal before attempting to log in. This would explain why they were having issues logging into their account without activating it first. 
  

  We have reached out to the customer directly via email with additional information on activating their Customer Account Portal and details about their subscription. 

  We are happy to help the customer if any further assistance is needed. 
  
  Thank you, ********