Susan Q.
WORST EXPERIENCE
I ordered 1 bottle of ear cleaner for $117.00. I was charged for 2 bottles totaling $234.00. I have made several attempts to get a full refund and to cancel my order via phone and email. I’m told I haven’t received any product because it’s a problem with UPS, but I am not given a tracking number. I’m told that their records indicate that a refund was given, but my bank statement does not show that. I’m told a supervisor will call me back. Nothing. I have sent multiple emails to Barbara, in customer support, with proof from my bank that no credit has been given. I can only assume Barbara is a robot. One month later, still nothing but run-around on more than one occasion. No refund. No product. I DO NOT recommend Pup Labs.
Response from Pup LabsMar 31, 2026
Hi Susan, We’re truly sorry for the frustration and all the back-and-forth you’ve had to deal with. We completely understand how upsetting this situation must feel, and this is not the experience we want for you. We also want to let you know that we’ve tried reaching out by both phone and email to connect with you and help resolve this. We’d really appreciate the opportunity to speak with you directly and get everything sorted out. Due to the inconvenience, we have issued a 50% refund for your remaining order and have also reshipped the items you did not receive. Please give our Customer Care team a call at 855-207-7351, and we’ll go through the second part of your order for previous refund details together to make sure everything is properly addressed. We appreciate your patience and the opportunity to make this right. — Pup Labs Customer Care 🐾