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:11/07/2024

  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 ordered per treats that were to help my dogs itching. And would not eat them. I received 3 jars. They charged me 83 and i recived a cresit for 24 but they wont answer my emails so i cant get an rma to return them and i want my full refund. I have sent 6 emails and they are not answering me

  Business Response

  Date: 11/07/2024

  Thank you for the opportunity to respond. 

  We can confirm that the customer was in contact with our Customer Experience team regarding the request to return/refund their order. Our agents provided the customer with a full refund for their order and advised the customer to donate any unopened containers to their local animal shelter/rescue. 

  We can also confirm that the subscription has been canceled. The customer will no longer be charged for, or receive products in the future.

  The customer responded in a satisfactory manner to this resolution. Please let us know if we can be of any further assistance to the customer. Thank you.

  Customer Answer

  Date: 11/08/2024

  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:10/17/2024

  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.

  This company never shipped the dog probiotics I ordered and I tried to get a refund and now I see they have charged my card several months after the fact again and still nothing. They have got me out of 110!

  Business Response

  Date: 10/17/2024

  Thank you for the opportunity to respond. 

  We have searched our records and can find no account with the details provided in this complaint nor any attempt to contact us directly to resolve the situation. It would be most appreciated if we could be contacted directly so that we could investigate further and provide a resolution or if an order number along with screenshot of the product/order confirmation email could be provided here so we can delve into this more. Our ************* team's contact details are located on the label of every product as well as on our website. Those contact details are: ********************************** or **************. We look forward to getting additional information and finding a solution together. Thank you! 

• Initial Complaint

  Date:10/02/2024

  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.

  On Monday morning September 30 2024 I ordered dental powder for my dog from **********, I received an email with my order, no order number and also a notification that I am subscribed for auto shipment on my order. I tried to log into the account but my account did not even exist, so there is no way to cancel the subscription. This company has dozens of negative reviews of setting up subscriptions without customer permission and then refuse yo cancel the subscriptions whether by phone or email. This is fraudulent activity and needs to be stopped eith immediate effect. Kindly assist.

  Business Response

  Date: 10/02/2024

  Thank you for the opportunity to respond. 

  We are sorry for any confusion the customer has experienced. In digging into what happened, it looks like on Sept. 30, 2024, the customer chose the subscription rather than the one-time purchase option when 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 a subscription, and our customers always have the option of choosing "Subscribe & Save" or "One-Time Purchase" and always has the ability to cancel their subscription when contacting our Customer Experience Team as well. We've gone ahead and cancelled the subscription.

  Regarding our Customer Account Portal, please note, that once an order is purchased, it can take up to ***** hours for the customer to have the ability to create an account to access their subscription details. 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: 10/05/2024

  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. HOWEVER, it is u acceptable that they make a subscription account available only after 48 hours and it appears as a cover up for not listing the account and the subscription immediate as it was created. Furthermore the company has not reached out to me to cancel the subscription after I emailed them about it, it took the BBB complaint to receive a response from them and this excuse that I chose a subscription and the nonsense reason that the subscription doesn't appear but after 24 hours. Utter nonsense 
  
  Sincerely,
  
  ******** *******
  
  
  
   
  
  

• Initial Complaint

  Date:08/26/2024

  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 am frustrated to see a subscription fee deducted from my account this morning. There was no email or warning of this deduction in recent days. I purchased an allergy chew for my dog and still have plenty left to use. Now I find I am being shipped more, without any warning. I would like a refund please, as I cannot use all this product!

  Business Response

  Date: 08/26/2024

  Thank you for the opportunity to respond. 

  We are very sorry that the customer did not receive an email notifying her of her next autoship order. We typically send out such emails 3 days prior to the next order processing, but have discovered there was an issue that impacted this customer receiving her notification email and have raised this issue with the appropriate internal team. We agree with the customer that it is important to be advised of when your account will be charged and another order shipped and apologize that this did not happen for her. On investigating further, we see that the customer has already received assistance from our ************* team and had her subscription successfully cancelled with a refund issued for the unneeded order. The customer shared additional feedback with us via her communication to our team, which we truly appreciate. One of our supervisors will be reaching out for additional details so that we can continue to improve our services and the customer experience. If the customer requires any additional assistance, we are happy to help. Thank you. 

  Customer Answer

  Date: 08/27/2024

  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:04/24/2024

  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 bought a product from this company on line for my dog. It was a one time purchase as I wanted to evaluate the effectiveness of the product. Today I discover that I have been subscribed to monthly purchases and their product is being shipped to my house and my bank account has been charged. I never requested monthly shipping. After much searching on their web site, I was able to end the monthly subscription, however, there was no provision for a refund.

  Business Response

  Date: 04/24/2024

  Thank you for the opportunity to respond. 

  
  We are sorry for any confusion or frustration the customer has experienced. In digging into what happened, it looks like on January 25, 2024, the customer chose the subscription rather than the one-time purchase option when when placing their order for Allergy & Immune Probiotic Chews. 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". We've confirmed that the subscription was successfully canceled. We are also issuing a full refund for the unexpected order. 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:11/03/2023

  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.

  Ordered three months supply and bottom of form said no to monthly shipment but one came today, will return and contact my credit card

  Business Response

  Date: 11/03/2023

  Thank you for the opportunity to respond. 

  We are sorry for any confusion the customer has experienced. In digging into what happened, it looks like on Sept. 29, 2023, the customer chose the subscription rather than the one-time purchase option when when placing their order for probiotics. That subscription's autoship is set for monthly, which is why another order was 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". We've gone ahead and cancelled the subscription. We are also issuing a full refund for the unexpected order. 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:09/08/2023

  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.

  Ordered (#*******) **************** for dogs for a total of ***** on 9/4/23. Requested it be shipped/mailed to a different address than mine/billing address.Received an email stating that there is a problem with my order as the shipping address is different from the billing address and I need to confirm.On 9/5/23 I called the number provided and left a message of what I received and asked for someone to call me back so I can confirm. My credit card was also charged on this date. On 9/6/23 I went to the web site and completed a message form under the contact us area requesting someone contact me. I received an email confirmation they receive the message. On 9/7/23 I received an email cancelling my order and another email stating I would be reimbursed *****. That is not the total my card was charged. I responded to both of these emails stating I attempted twice to contact them and the amount I should be receiving is *****, the total I was charged.This is a scam and fraud/theft.

  Business Response

  Date: 09/14/2023

  Thank you for the opportunity to respond. 

  We are very sorry that the customer had this experience. The customer's order was flagged by our system because of the differing shipping and billing addresses. We are sorry with the mix-** in communication that resulted in the order being cancelled prior to our ************* team contacting the customer. We do show that the full refund amount for the original order of $35.60 was issued. We were able to speak with the customer over the phone and send out a replacement order free of charge given the inconvenience. We understand the customer's frustration and apologize again that this happened. Thank you. 

• Initial Complaint

  Date:03/31/2023

  Type:Billing 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 signed up for a subscription for my dog just one time I tried calling impossible to get in contact with someone call my bank to cancel the subscription. I keep receiving three packages at a time with the probiotic chews Im still paying for it coming out of my bank because its like on some kind of auto pay my dog did not eat them. I have about 20 right now thats just sitting here. I would like to get this issue resolved please

  Business Response

  Date: 03/31/2023

  Hello,

  Thank you for the opportunity to respond.

  We are sorry that the customer experienced issues connecting with us. However, we do not have any record of this customer trying to reach out. Further, we do not have any missed calls or voicemails left from them. Customer care agents are available to take calls during our hours of operation which are Mon-Fri 9am-7:30pm EST and Saturday 10am-630pm EST. Customers also have the option of leaving a voicemail outside of work hours which will be responded to with in 24 business hours.Our website gives customers the option to select either a subscription or one time purchase upon checkout, and our records show that this customer selected a subscription purchase. We have reached out to make them aware of refunds that have been issued due to any confusion and to also inform them that their subscription is now cancelled.

  Thank you.

  ******

• Initial Complaint

  Date:03/09/2023

  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 the product for $38.69 as a joint supplement for my dogs which is what it was advertised for. Upon giving the correct dosage to the dogs, they refused to eat it. I persisted trying to give it to them and 30 minutes later they began vomiting up the product I immediately emailed this to the companys customer help line and asked how to get a refund, how to return it etc. after several days they sent a request which included 12 questions about pet weight, breed , immunizations etc. I provided all the information plus attached photos and order number. Again they emailed me saying I didnt answer enough questions. I think that if they stood by their product , I should get a refund upon returning product. They are not doing that.

  Business Response

  Date: 03/10/2023

  Hello,

  Thank you for the opportunity to respond. We are so sorry to hear the customer's pet had this experience.

  Our records show that this customer initially reached out to us on 3/1/2023 regarding this situation, and one of our agents immediately responded by emailing them back the previously discussed questionnaire on the same day. The customer submitted the remaining needed information for the questionnaire on 3/8/2023, and we fully refunded them the next day. Also, we have already informed this customer that they have been fully refunded.

  We really appreciate the customer providing answers to our questions. We care about our customers' and their pets' experiences. It is important that we investigate and document these situations and gather pertinent information for quality assurance purposes and so that we can better serve our customers in the future.

  Sincerely,
  PetLab Co.

  
  

• Initial Complaint

  Date:01/13/2023

  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 found 2 different order numbers from this company for my 1 order placed on December 26, 2022: ************* and a Store Order #******* for these items: Product(s): Probiotic Chew - Subscription x 3, Clear Ears Therapy - Monthly Subscription (Bump offer) x 1, 1X Beef Jerky - Subscription (Bump Offer) x 1, 2.5oz Wild Caught Salmon Bites (Free Gift) x 1. Total cost $87.27. I gave my two pit bulls 2 probiotic chews each for 3 days in a row on Wednesday, January 4, 2023 - Friday, January 6, 2023. On the 4th day, Saturday, January 7, 2023, one of my pit bulls had died overnight. I immediately stopped the use of the probiotics for my other dog. On Sunday, January 8, 2023 I cancelled the monthly subscription, requested a refund and a return authorization so I can send the products back. The website said I would hear from my request within 2 business days. It has been 5 days with no response from *********** other than automated emails offering me free items and pet advice.

  Business Response

  Date: 01/13/2023

  Hello:

   Thank you for the opportunity to respond.

  We are so sorry for the customer's loss. As pet parents, we understand what a difficult time this must be for them. We take these matters very seriously and have reached out to get additional details to investigate this further. Our records show we did receive a message on 1/8/2023 and did not respond until today (1/13/2023) due to delays caused by the recent holiday season. These response delays are not typical, and we apologize for any inconvenience the longer wait for a response caused. We are assisting the customer with their requests and are also unsubscribing them from our marketing and advice mailing.

  Sincerely,

  PetLab Co.

  Customer Answer

  Date: 01/16/2023

  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.

  
  
  Thank you, BBB for your assistance. Shortly after you contacted PetLabCo, they responded with a refund of my money and concern over the loss of my pet.
  
  -*****************************