PetLabCo.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.
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Julie A.
I have been a loyal customer since 2019. The last 2 recurring orders had not happened. Both I had to call!! your customer service is excellent but your processing is awful!!
Response from PetLabCo.Sep 8, 2020
Hi Julie, Thank you for being a such great customer! We apologize for missing the mark on this one. Rest assured that we will be contacting you shortly. Warm regards, PetLab Co.
Michael C.
Prices to high. Doesn't seem to work.
Response from PetLabCo.Sep 4, 2020
Michael, We are disappointed that you feel this way! Please respond to our request for your contact info so we can chat. Thank you, PetLab Co.
Kenneth
The website and ordering process is confusing. I think I now have two separate renewing subscriptions when I just wanted to order an extra one-time bottle of the joint treats. I haven't used them long enough (30 days) to see results, and they forgot to ship my auto renewing bottle so I ran short.
Response from PetLabCo.Sep 4, 2020
Hi Kenneth, We are sorry for the confusion! Please reply to the request for additional contact information so we may review your account. Warm regards, PetLab Co.
Rosanne D.
I bought the itch tablets and after 15 days I had to put my dog back on the Apoquel. His itching became so out of control he was making open wounds on himself. I tried filling out the rating survey you sent but when I entered Send me a refund the survey would not move to the next page. It just kept jumping backwards to the page before. I am not happy with this product pet lab listen to my complaint and they gave me a full refund of my money and which I was very happy with how they handled that thank you
Response from PetLabCo.Sep 3, 2020
Hi Rosanne, We look forward to speaking with you to get this resolved ASAP. Best, PetLab Co.
LAUREN G.
It's hard to get a hold of a customer service rep. I have a recurring order for Petlab's Joint Care. They charged me for the usual 3 jars, but enclosed 2 Total Calm instead. I emailed multiple times, with the emails getting returned. I attempted to call several times, but sat on hold for over 30 minutes and was unable to spend my day waiting for someone to answer. So my dogs went without their Joint Care for over a month, and I still have two jars of unused Total Calm that I don't need. In the past, the Joint Care has also been unavailable for extended periods of time. Great product, but doesn't work it if you can't access it. The customer service has been very poor.
Response from PetLabCo.Sep 3, 2020
Hi Lauren, We are sincerely sorry for the mishap! We will have our Customer Service Specialist reach out to you shortly. Kind regards, PetLap Co.
EBD
I got the Dental Formula. They claimed my dog would not even be able to tell and would drink it happily. First of all, he COULD tell and did NOT drink it. I bought three bottles because I got sucked into their big marketing schemes. So I had three bottles of something my dog would not use. I did some research and discovered that essentially it was bleach. I was adding bleach to my dog’s water and expecting him not to notice. Well he did. I was determined not to waste it so I used it to make the water in the garden fountain not palatable to my dog. So much for the lack of taste they claimed. I also had to wait an EXCEPTIONAL amount of time for the delivery, supposedly due to Covid but I was getting products from other sellers with a slight delay, nothing like this. Overall I think anything they sell you can get elsewhere for lower price and better shipping- and good luck with the “tasteless” dental treatment. Ugh
Response from PetLabCo.Dec 15, 2020
Hi EBD, Thanks a lot for leaving us a review. We recognize that there are similar products on the market and that we don't have control over how much other companies charge for their products. We strive to include the highest quality ingredients when formulating our products. There have been no reports of any harmful effects to internal organs resulting from the consumption of water with Dental Formula as directed. However, pet parents should consult their veterinarians if they have any questions regarding their pets possible health issues. We do appreciate your review as it will help us in finding ways to improve our products and our services Best Wishes, Petlab Co.
Colin G.
I ordered the joint care starter pack on a monthly subscription on June 30th. Once the supplements arrived that gave me 60 chews, which is a one month supply for my two 65lb dogs. On July 31st I get a notification from PayPal that the next payment was taken. After about 10 days I still hadn't received anything so I sent an email as I couldn't find a phone number. I was told the subscription had cancelled and needed to be set up again. I was worried I'd be double charged but was told I wouldn't. After a few days I still hadn't received any order confirmation so I emailed again. At this time I noticed a phone number embedded in one of the email responses so I spoke to someone on the phone who said my subscription had not been renewed at all. She said she would send out the order (zero charge since I've already paid), apply expedited shipping, and start the subscription back up from 15th September The next day I get a confirmation email that 1 tub of chews was sent, but I'd paid for 2. I again emailed and it took several days for anyone to respond. The response acknowledged that I should have received 2 and that they would send another tub out to me. I reply asking them to confirm that the subscription for the 15th September is for 2 tubs and not just one. The agent responded saying the order was shipped, but no mention of the subscription. I have emailed them back but it takes so long to hear from them I have no idea if it can be changed in time if needed. As of writing this review the first tub, which was supposed to be expedited shipping only JUST arrived, 4 full weeks after I made payment. Hopefully the second tub is here before the first runs out, and who knows if I still have an active subscription. Their website says it can take up to 60 days of continued use to see results from the supplements. My dogs had a 30 day supply then had no more supplements for the next 28 days. I really want to give them the best course of supplements as they are senior dogs and have difficulty moving around like they used to. I'm putting a lot of faith in this product right now but my patience is wearing thin. If I can't keep my dogs on a steady ongoing course then I'll go elsewhere for a similar product.
Response from PetLabCo.Aug 28, 2020
Colin, We are very sorry to hear of the troubles you had with your subscription! We aim to provide you with our best service and wonderful products at all times! Kindly provide us with your contact information so we can have a member of our team reach out to you. Best, PetLab Co.
Not I.
Poor Website/Profile set up My husband ordered the JointCare chews. This was all good till I went in to adjust our mailing address and frequency and there is no were to do this. Sent an email only to be told they had to cancel the subscription and create a new one to the new address but could not change frequency so we have just decided to cancel completely. POOOOOR SET UP
Response from PetLabCo.Aug 28, 2020
Hi! We are working on this issue and thank you for bringing it to our attention. Please provide us with your contact information so we can better assist you. Warm regards, PetLab Co.
