helga K.
BEWARE !
After viewing a pitch on the Internet, featuring a spokesperson, a veterinary doctor, I placed my order for ProDenta. I got suspicious immediately after. I then received an inbox full of propaganda emails from many of their reps asking for an interview with the good doctor. I called to cancel my order the very same day. That was a HUGE hassle. I was told that the order had already shipped (of course!), and what I had to do to return it to get my refund. Their CS number does not answer, ever. I left a call back number. I also emailed them to cancel the order hoping for a reply. Finally someone called from outside the US who said he was in Las Vegas, and gave me instructions on how to return the item, and that they would issue a refund after receiving my UPS tracking number. I returned the unopened package as soon as I received it and UPSd it to an address in Florida. It cost me $45. I then called their CS and the rep took down the UPS tracking number and assured me that she would process my refund. But she didn't. It took yet another call the following day to a rep outside the US who finally processed my refund with a follow-up email and transaction code. Finally! It took many irritating calls to different folks who didn't know who's on first, to do a simple customer service transaction. I'll check with my bank in a day or so. Still not convinced that this company is for real. Lesson: Don't fall for a pitch on the Internet. You are asking for a lot of trouble!
Response from Pup LabsJul 22, 2026
Hello Helga, We’re truly sorry to hear about your experience and understand how frustrating this has been. This is certainly not the experience we want for our customers. 💛 We sincerely apologize for the confusion surrounding your order cancellation and the frustration you experienced while trying to contact our Customer Care team. We understand your concerns and regret that your experience did not reflect the level of service we strive to provide. We’ve reached out to you via phone and email in an effort to address your concerns 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 your return and ensure your refund is processed as quickly as possible. We truly appreciate your honest feedback, as it helps us improve our processes and customer experience. Thank you for giving us the opportunity to make this right. — Pup Labs Customer Care 🐾