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:12/01/2022

  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.

  This company refuses to let me cancel my subscription. *** tried over a dozen ********** doesnt work, & everytime I try to contact them through their contact form it says theres an error. Their instagram is full of comments of others having the same ******* ****** finally respond on Instagram messages after multiple comments (which they later delete) & their response was to refuse to delete my account- supposedly for security reasons. They claim my account is inactive due to payment failure but I want it completely canceled because if the payment doesnt fail in the future, I could be charged again. Them refusing to delete my ******************* that Ive been trying to cancel for months now (way before my payment failed) is unethical & Ive been told its illegal as well. I truly wanted to like this ***************** stayed a customer if it werent for the unethical scam practices & horrific customer service. You cant make it impossible for a bunch of people to cancel subscriptions & delete their accounts, thats unethical & illegal. I want my subscription & account CANCELLED, not just listed as inactive

  Business Response

  Date: 12/02/2022

  Thank you for the opportunity to respond. 

  We are very sorry that this customer experienced difficulty cancelling her subscription. Our online portal experienced a technical issue that affected customers' ability to cancel, but this has been corrected. We totally understand how important it is for customers to have easy access and functionality regarding managing their account, including cancellation. We also have no problem removing any account information if we are requested to do so by the customer. The customer reached out to us via email on Nov. 26 and then again on Nov. 29, this time via Instagram. We responded same day. We have cancelled the customer's subscription and deleted her account from our system. She has been notified of these updates. We are sorry for any inconvenience or frustration the customer experienced. If she needs any further assistance, we are happy to help. 

• Initial Complaint

  Date:11/29/2022

  Type:Service or Repair 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 signed up for a recurring subscription for Dog supplements four months ago, I tried the product but it did not work as expected for my dog issues on his health improvement. I went to the website a few days ago and tried canceling my subscription using the site tab to cancel any future shipments of the product. Once I click on the cancel subscription box nothing happens, it stays on the same cancel subscription tab, however they offer to delay future shipments but they wont allow customers to cancel it. I have tried a pc , my phone, a laptop a tablet on several days thinking it might have been just a temporary glitch. Tried my cellular network different wi fi and nothing seems to allow to cancel. I contacted the company via e-mail and they ask for a reason for cancellation. Same question they have on the website for canceling subscriptions. Now I have to open a charge dispute with **** to cancel my subscription that way, which has caused my bank to send a replacement card with a $40 fee. Business should be transparent and do not miss lead customers in thinking that canceling is and option on their website.

  Customer Answer

  Date: 11/29/2022

  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:11/28/2022

  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.

  On 11/20/22 I ordered some items not realizing it was on automatic subscription. I immediately emailed and tried to cancel the automatic subscription. Wont let you cancel. Website doesnt respond. I emailed them and they responded instructing me to call and gave their phone number. After 25 minutes on hold, I was told to leave my name and email address. No response. I am unable to cancel the automatic subscriptions and cant get the to cancel it.

  Business Response

  Date: 11/30/2022

  Hello,

  Thank you for the opportunity to respond.

  We are sorry the customer had this experience. Due to the holidays, we have noticed longer than usual hold times, and we are sorry for any inconvenience this has caused the customer. We checked our systems and do not have any record of this customer leaving a voicemail for a callback as has been stated.We also are sorry that the customer experienced issues cancelling their subscription through their customer account portal. We understand how important it is for all interactions to be easy. We did have some technical issues with our customer account portal during that time that *** have contributed to the customer's difficulties. The issue should now be resolved for our customers.Our records indicate that we received an email from the customer on 11/25/22 requesting that their subscription be cancelled. We replied to the customer on the same date, 11/25/2022. We can confirm the customer's subscription is cancelled, and we have reached back out to the customer directly to confirm this information.

  Sincerely,

  PetLab Co.Tell us why here...

  Customer Answer

  Date: 12/01/2022

  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:11/10/2022

  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 purchased a subscription and after two deliveries decided to get a similar product from my veterinarian. After scouring their website to try to cancel, then trying to call (no one ever answers and cannot leave a message) and trying to contact them via email, there appears to be NO WAY to cancel the subscription. I had to literally cancel my debit card causing me other problems just so that I don't get billed. I want them to contact me, ask me what I need, then I tell them I want to cancel the subscription and them to say Ok, it's cancelled. I want to no longer get another email from them. My email is ************************* which is what the account was created under. Currently, it shows "no subscriptions". Yet I continuously (today) get emails saying my card was declined and correct this right away. I WANT NO FURTHER CONTACT FROM YOU AND I WANT YOU TO REMOVE ANY PII INFORMATION ON ME FROM YOUR WEBSITE ASAP.

  Business Response

  Date: 11/10/2022

  Hello,
  
  Thank you for the opportunity to respond.
  
  We are sorry to hear that the customer experienced issues contacting us. Customers can always send us an email directly to ********************************** or contact us through our online contact form, ********************************** . We also include our phone number on all of our product labels. Our customer service phone number is **************, and our hours of operation are Monday-Friday 9:00am-7:30pm EST and 10:00am-6:30pm EST on Saturdays. Customers are also able to leave voicemails after hours that are responded to the next business day.
  
  We do not have any previous record of the customer trying to contact us by phone. We received only one email from the customer on 11/9/2022 that we responded to the next day, 11/10/2022. We have already informed the customer that their subscription has been cancelled, and they will not receive any future charges or orders. We have also unsubscribed the customer from marketing messages, so she will not receive anymore communication from us as requested. However, if the customer ever needs assistance in the future, we are happy to help.
  
  Sincerely,
  The PetLab Co.

  Customer Answer

  Date: 11/14/2022

  Better Business Bureau:

  Thank you.

  To clarify, there is no way to cancel the subscription on their website. I submitted a ticket through their "contact us" page, but never heard back. When I called to cancel it over the phone, I can prove in my call history that I called twice, 12:05 pm on November 11 and 2:07 PM on November 9th. the November 9th call recording said to call back during normal business hours- and 2:07 is within their normal business hours. November 11th I called and I was able to get through and yes, I agree, I did provide the incorrect email in this complaint. The contact was able to find it and cancel the subscription. I however was still getting "your card was declined" emails all the way up to November 11th. I was told to just block the emails. No, they need to stop sending me these emails and stop trying to charge my card. Fortunately, I cancelled that card because I was not getting any replies. I have not received any other emails from them.
  
  Since I am no longer getting the emails I can conclude they've stopped trying to charge my defunct card and in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  

  
  

• Initial Complaint

  Date:11/01/2022

  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 this product on ***** My dog didnt like it and it smelled horrible. They were health dog chews. I left a negative review on trust pilot and NOW FEEL AS IF I AM BEING HARRASSED BY THE COMPANY. Please make them stop I am a **** and abuse victim and i dont want *** or anyone else at pelabco emailing me or contacting me anymore ! Please please help

  Business Response

  Date: 11/02/2022

  Hello,

  Thank you for the opportunity to respond. We apologize for the customer's experience. We do follow up with negative complaints because we always want to be responsive to all customer concerns and to be able to resolve their issues if possible. We want to clarify that we have not been repeatedly reaching out to this customer, and we have only reached out once by phone and then we sent one follow up email as well on 11/1/2022. The customer never replied or asked us to stop contacting them. However, we do understand, and we are also empathetic to this customer. We will ensure that they are not contacted again in the future regarding this matter.

  Sincerely,

  PetLab Co.

• Initial Complaint

  Date:10/31/2022

  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.

  Credit I've three card charges against my **** with No contact with the company.I've had to cancel the card through the **** of America Fraud ******** Lab sells pet products. I've no pet.9/22/22 $64.71 10/6/22 $40.40 10/19/22 $39.30

  Business Response

  Date: 11/02/2022

  Hello,

  Thank you for the opportunity to respond.

  We are sorry for this person's experience, and we have reached out to them directly regarding this issue. The prementioned charges have been located, and we have confirmed that they were indeed fraud charges because this person's payment information had been compromised by a third party. We informed this person that we always investigate any suspected fraud charges, and we are always happy to refund those charges when located. Their fraud charges have now been refunded, and we encouraged them to call us back should they need any further assistance.

  Sincerely,
  PetLab Co.

• Initial Complaint

  Date:10/17/2022

  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 made a request to stop all subscriptions and future orders because we could no longer afford to continue ordering the products. I reached out to support because the website was not allowing me to sign in to cancel the subscription. The support team sent me a reply back to my subscription on October 7th stating:**** (PetLab Co. )Oct 7, 2022, 14:51 CDT ** ************* *** *** **** ******** *** ******* **** **** ************ *** **** ********** *** **** ** ****** ** ******* **** ** ******** ****** ************* *** ** **** ** ** *** ** ** ******* *********** ** *** ****** ***** ** ********* ************ However I just received a full order notification by email again on October 15th, 2022.Order Date: 10/16/2022 Probiotic Chew - Subscription Quantity: 3 Total: ***** Subtotal $67.17 Shipping $0.00 Tax $5.37 Total $72.54 Hundreds of other reviews on their official ******** page say others were never refunded. I have sent a follow up email to support requesting a full refund instantly and to cancel this order on October 16th, 2022. I also sent a message through ******** messenger to them to stop this order and for a full refund. It was charged to my Barclaycard on October 16th, 2022.

  Business Response

  Date: 10/19/2022

  Hello,

  Thank you for the opportunity to respond.

  We are sorry for any inconvenience or confusion that the customer may have experienced. Our records do indicate that the customer reached out to us with a request to cancel their subscription on 10/7/2022. However, there was an error, and the customer's subsequent order still processed. These types of errors are not common, and we always do whatever we can to rectify these issues. They reached out to us regarding this matter on 10/16/2022, and we responded to this customer on 10/17/2022. We have informed the customer that they were fully refunded for their most recent order, and we have also ensured that their subscription is now cancelled so that they will not receive anymore future orders or charges. In regards to any negative feedback that is left on our ******** page, we make it a priority to investigate these matters and to follow up with these customers.

  Sincerely, 

  PetLab Co.Tell us why here...

• Initial Complaint

  Date:09/29/2022

  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.

  This company continues to bill me beyond my subscription cancelation (twice!). Unfortunately, ****** does not intercede for **************************************************************** prompts via their Contact Us portal to share this issue. Unacceptable way to service customers. Ordered June 28, 2022 and received Canceled July and received acknowledgment of cancelation September invoice # ***************** $72.96

  Business Response

  Date: 09/30/2022

  To whom it may concern,

  Thank you for the opportunity to respond. We are sorry to hear that the customer experienced issues contacting us. Customers can always send us an email directly to ********************************** or contact us through our online contact form, ********************************** . We also include our phone number on all of our product labels. Our customer service phone number is **************, and our hours of operation are Monday-Friday 9:00am-7:30pm EST and 10:00am-6:30pm EST on Saturdays. Customers are also able to leave voicemails after hours that are responded to the next business day. We do not have any record of the customer contacting us prior to yesterday, 9/28/2022. The customer reached out on 9/28/2022 to request that their subscription be cancelled, and the customer's subscription was cancelled as requested. We do not have any record of any previous subscription cancellation requests. The customer has also been refunded in full for their most recent order. We will reach out to this customer directly regarding this matter.

  Sincerely,
  PetLab Co.

• Initial Complaint

  Date:08/22/2022

  Type:Sales and Advertising 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.

  Date: 8.21.22 Order #: ******* Order Summary:1x Clear Ears Therapy Probiotic Chews 1 This website billed me before asking for "But wait there's more" questions. As if I might want more products. By then I knew it was sketchy and the ******** reply posts were fake, but even though the offers kept coming, I was already, unknowingly, checked out. I had closed the scam website before I was lead to believe I hadn't completed my order. It's all a scam. They have "discounts" and "offers" on everything.

  Business Response

  Date: 08/23/2022

  Hello,

   

  Thank you for the opportunity to respond.

  We are certainly not a scam and are sorry the customer got the impression we are. During the checkout process, customers must actually make some agreements/acknowledgements and enter their personal information before a sale can be processed on our website. First, they must agree to the "Terms of Use and Conditions of Sale and Privacy Policy" and then the they must enter their personal payment details as well as billing and shipping information. At the end of checkout, the customer must actually select the "Complete Order" option to successfully process their order/payment. After a customer has completed their order/purchase, we offer additional product that compliments a customer's purchase, which customers are free to accept or decline and that directs to a confirmation page for the original order and any additional product offers the customer decides to accept. We also send out order confirmation emails. We do our best to make sure all is very clear when purchasing. We'd also like to clarify that we have a dedicated team that responds to customers on ********* so any replies to posts the customer has received were not fake. We are sorry for any confusion. We have refunded the customer in full for their order, and we will reach out to them directly regarding this matter. Thank you.

   

  Sincerely,

  PetLab Co.

  Customer Answer

  Date: 08/23/2022

  I thought the order was finalized, but kept getting offers after that. I click no thanks and get another offer. My thought was that it must NOT be final if I'm getting asked to add additional items to my perceived current purchase. I've been scammed on FB before by seeming legit companies and was thinking "oh man, here we go again".

   

  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:08/01/2022

  Type:Customer Service 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.

  Made an initial purchase on June 29. Today I received another charge and confirmation of an order I didnt make. Same scenario as just about every other complaint. Ive contacted them twice, but doubt I will hear back. Ive cancelled my payment method for any other charges in the future, but would like my money back and hope other people are smarter than I was for using this company.

  Business Response

  Date: 08/01/2022

  Hello,
  Thank you for the opportunity to respond.
  We are sorry for any confusion that the customer may have experienced regarding their subscription order with us. Our records show that the customer was billed again on July 29, 2022 because they had previously signed up for a monthly subscription of our Dental Formula on June 29, 2022. We do our utmost to provide transparency regarding our products and processes, and we do offer both subscription and one-time purchase options on our website. Also, during checkout, both customers' welcome and confirmation emails include verification that they have purchased a subscription.
  We do have record of the customer reaching out to us by email twice on Friday, July 30th, 2022, and we have already responded to this customer earlier today, 8/1/2022. We have cancelled this customer's subscription, and we have refunded this customer for their most recent order. We have also let the customer know to reach out to us directly should they need any further assistance.
  Sincerely,
  PetLab Co.