D.R. S.
A Joke
Shortly after making a purchase from PupLabs, I received a letter asking me to call in so I can be given important product “protocol.” Sounded serious and essential, so I called to make an appointment for a “K9 Belly Bliss Protocol Review” phone call. During the call, it became clear that the purpose was not to discuss “protocol.” It was to sell more products. The caller asked that I list other problems affecting my dogs. No matter how much I minimized the seriousness of an issue, the caller blew it out of proportion and talked about how I must, as a caring dog owner, buy more. For example, I saw my dog eat grass ONCE. Yet the caller spoke as though my dog was eating grass several times a day. When I turned down the additional products, the caller said, more than once, that he would send the minimum amount of product. He eventually accepted my repeated statements that I wanted nothing more. Once it became clear I was not going to buy more, the caller skipped the “protocol” part altogether. The call was abruptly over. He had wasted my time in a clearly misleading and intentional manner. The 180 day return policy is a joke. I was offered company credit rather than actual money. We are still “arguing” about this, even though advertising suggested a full refund in cash would be given if unsatisfied. The company has also suggested that I will be refunded for only those products that were not used. How am I going to decide if I’m satisfied if I can’t use the product?
Response from Pup LabsSep 28, 2026
We’re sorry to hear about the experience you had with us. From what you’ve described, there were several points during your interactions with Pup Labs that left you feeling that you weren’t getting the information or assistance you were expecting. We’d genuinely like the chance to speak with you and better understand what happened, particularly regarding your protocol call and the concerns you still have about your return and refund. We don’t want you to feel like your concerns are being dismissed or that you’re simply being passed from one conversation to another. A member of our Customer Care Concierge team will be reaching out to you directly. If you’d rather contact us first, you can reach us at 1-833-215-1831. We hope we have the opportunity to speak with you and work through your concerns with you. Customer Care Concierge | Pup Labs 💙🐾