Austin
Customer Service
I ordered the most expensive test and failed to delete the automatically added 247 VetLine. I was concerned with my dogs health and in my emotional state of mind worrying about my dog I failed to notice this added service or during my checkout and welcome email. Granted, it was my fault for not seeing how this company was playing me. I never used the service and on the renewal date it charged me for the service. I immediately deleted it, but this company gave me a very generic answer saying it was their policy and it was essentially my fault and refused to give me a refund. Very disappointing due to the fact that I spent so much on the test itself. They knew I never used the 247 VetLine service, but didn’t care and refused to issue a refund or allow my complaint to go higher up than the lowest customer service representative. Very disappointing! I will not be giving this company any further business in the future if they refuse to refund $7.99 for an honest mistake on my end. Update: The company contacted me and were understanding on what happened after I wrote my review. They kindly refunded my money. I don’t think it should have gotten to that point, but I really appreciate the gesture of goodwill! Thank you.
Response from My Pet SensitivitySep 9, 2025
We regret to hear about your experience with the VetLine charge. We understand your frustration regarding the charge and our policy. We'll review your feedback to see how we can improve our service and communication. Thank you for bringing this to our attention.