Tricia V.
I cannot recommend PubLabs based on my…
Updated: I finally received a refund: only after I placed this 1 start review. I cannot recommend PubLabs based on my experience. I purchased 16 bottles of their dog ear cleaner. After using the product, one of my dogs developed worsening ear issues. My veterinarian advised me to discontinue use because they believed the product may have contributed to making the condition worse. When I contacted PubLabs about a refund, I was instructed to return the product. I shipped back 14 of the 16 bottles, representing approximately $400 worth of product. After they received the return, I heard nothing and had to follow up multiple times myself. I was initially refunded only $118. When I questioned the remaining balance, I was told the two bottles that had been used were deducted, which I understood. However, I was then told that an additional $243 refund could not be issued back through the original payment method and would instead require an e-check or bank transfer process. After requesting the information needed to complete that process, I was told I would receive a link. More than a week later, I have received nothing and still have not been refunded the remaining amount I was told I was owed. My biggest concern is not even the product itself—it's the lack of communication, the difficulty obtaining a refund, and the fact that I am still waiting for money that the company acknowledged was owed to me. Based on my experience, buyers should proceed with caution.
Response from Pup LabsJun 10, 2026
Hello Tricia, We’re truly sorry for the frustration and disappointment you’ve experienced throughout this process. 🐾💛 We understand your concerns, especially given the circumstances surrounding your dog’s ear condition. We also recognize how frustrating it is to have to repeatedly follow up for updates rather than receiving proactive communication. Please accept our sincere apologies. We understand that when a refund has been discussed and approved, you expect clear instructions and prompt follow-through. We’ve reached out via phone reviewed your account. We would like the opportunity to investigate the status of the remaining refund and get that escalated and addressed as quickly as possible. Please contact our Customer Care team at 855-207-7351 with your name and email address so we can locate your account and provide further assistance. Thank you for bringing this matter to our attention. We sincerely regret the experience you’ve had and appreciate the opportunity to review it further. 🐶💛 — Pup Labs Customer Care 🐾