Teri W.
What began with ordering eardrops…
I placed an order for the eardrops and discovered my dogs were allergic to something in the ingredients. I called to ask for a refund, but it was during a holiday weekend and the person who answered the call was not friendly, not helpful, and basically let me know that she was not willing to help me, and there were no managers on duty for me to speak with. The whole process was quite disturbing to me and I chose to call back today during business hours in case I needed to reach a manager. I didn’t need to, because I reached a wonderful woman named LaTorian (hopefully I spelled it correctly), who was nothing but very professional, extremely helpful, and so considerate! It was a pleasure speaking with her, and although I did not get my money back, she offered me products to compensate that should also help my dogs in a different method. THIS is what Customer Service should look like. I recommended the prior person be retrained.
Response from Pup LabsJan 24, 2026
Hi Teri, Thank you for taking the time to share your experience. We appreciate you providing this feedback and are glad to hear that LaTorrian was able to assist you in a professional and helpful manner during your follow-up call. We value all customer feedback and use it to continue improving our service and support processes. — Pup Labs Customer Care