We are a professional community of animal lovers. Utilising scientific research to guide our development, we provide everything from vitamin supplements and grooming products, to general expert advice – all aimed at maximising the health and well-being of every pet.
PetLabCo. (thepetlabco.com) has 13,463 customer reviews on Five Star Index, with an average rating of 4.1 out of 5.
Also known as
PetLabCo, thepetlabco.com
Website
thepetlabco.com
Category
Pet Stores
Location
New York, New York
Listed on Five Star Index
2026
About these reviews
Replies
The company replied to 100% of reviews.
Latest
Most recent review: October 2026.
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Reviews are shown as their authors wrote them. The company can reply, but cannot edit them.
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Still haven’t received items they said shipped two weeks ago to replace the chews that dog wouldn’t touch since a “new “ formula was started
Response from PetLabCo.Dec 3, 2019
Hi Lyn! :) Thank you for your feedback. We're sorry to know you haven't received the order yet. We checked, and available information shows that there has been no movement since Nov. 14. While this is a courier-related issue and we out of our control, we have every desire to fix this.
We have processed a replacement order for you, and you will receive it in 3-5 business days. Your new order # is 285089.
We hope we were able to assist. If you have any more questions, don't hesitate to give us a call at +1 941-217-1456 or email us at [email protected] so we can attend to you right away.
Kind regards,
Petlab Co.
RS
Robin S.
Where is it?????
Still waiting for the product. 😞
Response from PetLabCo.Dec 3, 2019
Hi Robin! :) Thank you for your feedback. We're sorry to know you haven't received your order yet.
According to the tracking information available to us, your order was delivered on Friday, 11/29 and left at your address. One of our customer service reps also reached out to you via email with more information on it.
If you have any more questions, don't hesitate to give us a call at +1 941-217-1456 or email us at [email protected] so we can attend to you right away.
All best,
Petlab Co.
AP
Anthony P.
Sent order to wrong address and did…
Sent order to wrong address and did nothing to remedy the situation. Wouldn’t even expedite the replacement order
Response from PetLabCo.Nov 29, 2019
Hi Anthony! We're terribly sorry that you've experienced some issues with your recent order. Regrettably, an error in the order has prevented it from capturing the updated address. Nevertheless, our customer service team has sent you an email in this regard. We hope to serve you better in the future! :) Cheers!
LE
Larry E S.
Ordered some hip and joint for three…
Ordered some hip and joint for three dogs on the sixth of November and I called and they said it was stuck in Atlanta and they will re ship the order. I called and the woman was very RUDE and I couldn't get a word in at all
Response from PetLabCo.Nov 27, 2019
Hi Larry, We're terribly sorry that you've experienced some issues with your recent order. Regrettably, a delay between UPS and USPS has prevented it from going through right away. We are glad to know, though, that the replacement has now been successfully processed and delivered at your mailbox. Additionally, we regret how things turned out when you contacted us by phone. We will be taking note of your feedback to ensure that this incident never happens again. Nevertheless, our customer service team has sent you an email in this regard. We hope to serve you better in the future! :) Cheers!
AM
Amy
Just OK is not OK... PetLab Customer Experience was barely OK
I ordered (and was charged) for one bottle of the dental formula.
I received a confirmation right away and then a shipment notification a couple days later, complete with tracking number. No worries, right?
But then I waited a month to receive my product. There was no notification of a delay. When I clicked on the tracking number, there was not status. When I inquired by email, Petlab Co. said UPS lost it, but UPS showed no record of ever receiving the package (just a label was generated). This process took a couple weeks.
Service wise, my only recourse was the email-only, auto-generated Help function. No number or live person. Not even a minimal account profile on the website where I could cancel a subscription. Just the email.
Also, there's supposed to be a 90-day guarantee on the product. However, when I clicked the Refund Policy at the bottom of my Order Delivery page, it says this:
"Refund Policy
-----
Returns
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging."
I realize now, after digging, that elsewhere on the website there is different language about the 90-day return policy, but damage was done.
Consistency, reliability, timeliness, and responsive, honest service behind this product. Not there.
Even if the product works, which is still undetermined, I won't order anything else because of this experience.
Response from PetLabCo.Nov 27, 2019
Hi Amy, We are terribly sorry to hear that you had a not-so-good experience with your recent order. Please accept our sincerest apology for any trouble and inconvenience we have caused you. Rest assured that we are working on improving our processes to better serve you in the future. Feedback like this helps us constantly improve our customer experiences by knowing what we are doing right and those we can work on still. So, we appreciate your taking the time to send us this helpful review. Please let us know if there's anything else we can assist you with. We hope to serve you better in the future! :) Cheers! We hope to serve you better in the future! :) Cheers!
MS
Mark S.
Your ordering system sucks
Your ordering system sucks. Twice i some how ended up ordering items I did not want. Not user friendly. With that said you have lost my business.
Response from PetLabCo.Nov 25, 2019
Hi Mark! We are terribly sorry that your experience didn’t match your expectations. Rest assured that we are working on improving our processes and services to better serve you in the future. Feedback like this helps us constantly improve our customer experiences by knowing what we are doing right and those we can work on still. So, we appreciate your taking the time to send us this helpful review. Our customer service team has sent you an email so we can sort out your concerns as soon as possible! We hope to serve you better in the future! :) Cheers!
Please let us know if there's anything else we can assist you with.
MP
Mark P.
Horrible customer service
Horrible customer service. They added items to my order then cancelled the shipment and still charged my credit card.
Response from PetLabCo.Nov 24, 2019
Hi Mark, We're terribly sorry that you've experienced some issues with your recent order. Upon checking, your initial order was temporarily cancelled awaiting your confirmation per email sent on October 30th. We are glad to know, though, that the order has now been successfully delivered following your phone call on November 6th. Nevertheless, our customer service team has sent you an email in this regard. Again, we sincerely apologize and we hope to serve you better in the future! :) Cheers!
MM
Mandy M.
I have used it for my dogs teeth for 4…
I have used it for my dogs teeth for 4 months does not work a waste of good seniors money
Response from PetLabCo.Nov 23, 2019
Hi Mandy, We are really sorry to hear that you are unsatisfied with our product. We have worked our hardest to make our products to the highest standards, but we also understand that they do not always have the desired effect for everyone. How quickly you see results depends on the pup's oral/dental health/condition. We do understand that results vary among dogs, but most of our customers see results within 4-6 weeks of using our products. If you haven't seen considerable improvement or result for the past four months of use, it may be that there are deeper underlying issues, and so it's worth consulting your vet. Please let us know how it goes. Nevertheless, our customer service team has sent you an email so we can further assist you! We hope to serve you better in the future! :) Cheers!
