Sheila J.
Scam Operation
The four representatives (rep(s)) (specifically Alejandra) I spoke to about an order I did not generate and expected a refund, kept interrupting me when I wanted to explain my position, continuing there bold ways of trying to convince me to keep the products at a reduced price which increased as the conversation went on, the demeaner used by all the reps were convincing me this was not a legitimate/reliable business, rather a scam business that attempts to suck up clients money. Finally, on the fourth call I was explaining to the rep that Alejandra indicated she would send me a copy of the order as well as the return process to follow (the latter never received) in which I was responsible for the return costs of the items I never authorized to receive to begin with! The fourth rep stopped me and said, 'you will receive a credit of $177.00 between three to five days and hung up. These actions drove me to my final take on these discussions; this is an operation driven by scamming customers. It's obvious that this operation is truly not a reputable business.
Response from Pup LabsJan 20, 2026
We’re truly sorry for the frustration and distress you’ve described. This is not the experience we want anyone to have, and we take your concerns very seriously. We apologize if you felt interrupted or pressured during your calls—that is not acceptable, and we understand how upsetting that must have been, especially regarding an order you believe you did not authorize. We’re glad to see that a full credit of $177.00 was issued, and it should reflect within the stated timeframe. That said, we regret the confusion around communication, the return process, and how the situation was handled overall. Your feedback will be shared with our leadership team so we can review this interaction, address the behavior you described, and improve how concerns like this are handled going forward. If you need any further confirmation regarding the refund or would like additional documentation for your records, please contact our Customer Care team directly at 855-207-7351 or [email protected] , and we’ll be happy to assist. — Pup Labs Customer Care