Margaret S.
Very very bad experience
Very very bad experience, I bought probiotic chews for my dog but it didn’t work. The seller then decided to put me on a subscription and send me more of which I didn’t need. I tried to contact them to refund and get my money back without success. I escalated the matter with PayPal because I had made the initial payment with them but petlab said the payment had been authorised. Under the consumer law I have a right to return items send to me and get my money back. I still have the unopened item send on the 18th February from petlab co. IN MY OPINION YOU ARE FAKE COMPANY IF I CANNOT RETURN ITEMS YOU SEND AND GET MY MONEY BACK. YOU TOOK £41.52 FROM MY PAYPAL ACCOUNT ON 18TH OF FEBRUARY. YOUR PROBIOTIC CHEWS DID NOT HELP/WORK FOR MY PET DOG. The fact is, if I can not get intouch with you PETLAB CO then you are not a genuine company but you con/fake and your products DONT WORK. YOU ARE MISLEADING PEOPLE TO BUY YOUR PRODUCTS by advertising. I got the unsuccessful email from palpal on 3rd of April . Just that you know I gave petlabco a bad review as I have nothing to loose because my review is genuine. I still have their parcel but could not return as I tried to contact them a few times without success. I will contact trading standards because as a consumer I have a right under the consumers right law to return an item and get money back. They now responded because of the review I gave. I tried to contact them several times but couldn’t get through, it’s funny the way they responded quickly after my review. You don’t have to threaten by me by this message “If we don’t hear from you, the company may not be able to recognize your review as genuine.” I HAVE TRIED TO EMAIL PETLAB CO AGAIN WITHOUT SUCCESS AND I DO NOT KNOW WHAT ELSE TO DO. This After they responded to my bad review on 3rd April 2026
Response from PetLabCo.Apr 6, 2026
Hello Margaret, We’re truly sorry to hear about your experience. We understand how frustrating this situation must be, especially if the product didn’t meet your expectations and there was confusion regarding the subscription and billing. Supplements can take up to 3 months of consistent use to truly see their potential benefits. However, every dog has different needs, and it may take a different approach to see the results you’re hoping for. Regarding subscriptions, this option is selected at checkout, and you’re always able to review whether you’ve chosen a one-time purchase or a subscription before completing your order. We also have a return policy for eligible unopened items within 30 days from the date of purchase. Could you please share your order ID so we can locate your account and assist you further? Best Regards, PetLabCo.