Dorothy
(changed my rating) Both good and bad customer service
Edit 3/14/26: Pup Labs attempted to call me twice after I placed my order and wrote this review. Their calls came thru as scam calls, so I didn't answer. I did try to call back twice, was on hold forever and finally let a message both times. I even got an email from Barbara and I responded to her email that I was attempting to return their calls. Then I went online and saw that my order was cancelled. I emailed Barbara again and I told her at this point I'm getting the ick on them and it's more trouble than it's worth, so please let the cancel go thru, just make sure you credit my cc. Well, she never got back to me. I did email one more time saying I'm disappointed that they did not try to return either of my calls and my 3 emails. Then low and behold, my order shows up. BTW, the bags of immune support are really small. I wasn't expecting them to be that small for that price. But whatever. I'm done with these people. Changed my rating from 4 stars to 1 star (2/27/26) Last night I placed my first order. I had a little glitch at first. We were in the middle of placing the order when we decided to start with 2 bags of K9 immune instead of 3, however, it wouldn't let me change it. I hit the back button thinking it would take me to the original page so I could make that change, but it took me completely out and I had to start over. The 2nd time around it gave me a subscribe and save option which made the price considerably lower, so we decided to get the 3 bag order then. Order was completed, credit card charged, all was good. This morning I received a call from Amber trying to get me to complete my first incomplete order. After I explained the situation, she said, I'm not seeing your order. I had given her my order #, confirmation #, read the text messages and emails that confirmed my order and she said "well if you say so". She then said I could call her back when I realize that my order isn't coming. That kinda pissed me off and scared me. I thought I was caught up in an online scam. I asked to speak to a manager and she transferred me to customer service. Robert was wonderful. He calmed me down and told me that Amanda didn't have access to what he was looking at. He did see my order, explained it was on its way and everything is once again good. At this point I have no idea if the product will help my dog or not, my rating is for customer service. Amber gets a 3 or maybe closer to a 2, and Robert in customer service gets a 5. Thank you Robert. BTW....I was flooded with text messages and emails right off the bat. I'm telling you right now, 1 or 2 would have been sufficient. I will stop the texts if it keeps up. Another thing I wasn't crazy about was putting me on a 15 minute timer to complete my purchase and then not allowing me to change the quantity felt like way too much pressure. It worked out good for me in the end, but these pressure tactics don't give your potential customers the warm and fuzzies when we don't even know you yet. Back off and let us feel safe and comfortable with you. Online ordering is scary these days. You don't really need to add to the fear.
Response from Pup LabsFeb 28, 2026
Hi Dorothy, First, thank you for taking the time to explain everything so clearly. 🐾 We truly appreciate the detailed feedback. We’re sorry for the confusion and the way that initial call made you feel. That’s absolutely not the experience we want anyone to have, especially as a first-time customer. We’re very glad Robert was able to clarify things, locate your order, and give you peace of mind. We’ll be sure to share your feedback internally. We also hear you on the texts, timer, and checkout pressure. Your input about wanting a smoother, more comfortable ordering experience is important, and we’ll pass that along to our team. Thank you again for giving us a chance. We hope K9 Immune works wonderfully for your pup, and if you need anything at all, we’re here to help. 🐶💛 — Pup Labs Customer Care 🐾