Christi S.
My first order got lost
My first order got lost. I got a new order sent. However what I was not impressed about was that when I called to talk to someone I was on hold for 2 hours. I sent an email and got a response pretty quickly and that email said it would be 3-5 days for a response. I emailed back and said that was unexceptionable.
Response from PetLabCo.Feb 20, 2026
Hi Christi, Thank you so much for sharing your experience. We're sorry for the frustration you went through. We’ve been experiencing an unusually high volume of inquiries lately, especially by phone, and we completely understand how discouraging a two-hour hold time must have felt. Please know we’re actively working to improve our response and wait times so this doesn’t continue to happen. We're glad we were able to respond to your email within an hour and get things moving quickly for you. We can also confirm that your replacement order has already been delivered. We truly appreciate your patience and your feedback! Regards, PetLabCo.