customer
Caution - can’t cancel subscription
While the product itself seems good, managing a subscription is extremely difficult. I have been unable to log in to the website to alter or cancel my subscription. I have emailed repeatedly about this and received no response. I have also explicitly emailed to state that they are not authorised to continue using my card, yet payments have continued. I have attempted to contact the company via social media as well, with no response. I am now at my wits’ end with this company and would strongly caution others about the subscription and customer service side of the business. Edit - this reply, while appreciated is not helpful. I am not going to share my order details with you on a public forum. Please check your emails. You have charged me another almost £60 after I have rescinded your authorization.
Response from PetLabCo.Jan 23, 2026
Hi there, We appreciate you bringing this to our attention. We are very sorry you've had trouble managing your subscription and that you have not been able to receive a response from us. We are committed to delivering exceptional support, but during peak times, call and inquiry volumes may lead to longer wait times than we desire. We appreciate your understanding and are sorry for any inconvenience. Could you please share your Order ID/number so we can look into this further for you and your pup? Warm regards, PetLabCo.