Sara
I ordered itch sprays on July 25
I ordered itch sprays on July 25, 2026 on their website. I thought that subscribe and save was a good idea but no. I called PupLabs last Friday because my package stopped showing. I was told by the agent at PupLabs to wait till August 4th which is today. I first called the shipping company and was told that the package was lost and to call the company. I then called PupLabs where they proceeded to tell me that the package was on its way and then it was delivered. I asked for a refund because the package is lost but they wouldn’t give me a refund nor would they cancel my subscription until I send back the package. I could not even speak to a supervisor. Someone will call me back in 24 hours. To cancel my subscription I have to wait for an email from the company within 24 hours. I called the shipping company and was told that PupLabs was notified that the package was lost earlier this week. They are going to send me a letter saying that the package is missing. Meanwhile a supervisor just called and tried to get me to take a gift card from the company. He didn’t take “NO” for an answer. I just want my money back and I don’t want nor need the product anymore. Update 08/10/26! After a bad review I received a call asking me to take down or change my review. I’m not going to do that. They refunded my money and took the subscription off and sent a free bottle of the itch spray that I initially purchased. They said that they were going to use my experience as a teaching tool for the employees. As of today I have not received anything in my mail. Companies like this prey upon those whose pets mean the world to them. Pet parents want to ease their pets suffering but I won’t be using the services of this company in the future.
Response from Pup LabsAug 5, 2026
Hello Sara, We’re truly sorry to hear about your experience and understand how frustrating this has been. We can certainly appreciate how upsetting it is to be waiting on a package that appears to have been lost, while also trying to resolve your subscription and refund concerns. This is not the experience we want for our customers. We sincerely apologize for the confusion regarding the shipment status and for the frustration you experienced while trying to resolve this matter. We understand your concerns, and we're sorry that the process left you feeling unheard. We want to reach out to you via phone and email in an effort to connect with you directly. Please contact our Customer Care team at 855-207-7351 and provide the name and email address associated with your account so we can review the shipping issue, verify the status of your order, ensure your subscription has been canceled, and discuss your refund options. Thank you for taking the time to share your experience with us. Your feedback is important, and it helps us identify opportunities to improve both our customer service and shipping processes. We appreciate the opportunity to make this right. — Pup Labs Customer Care 🐾