Kate
Customer service response is poor
Customer service response is poor. I took the chance on clicking through to buy a bottle of mouthwash. The site launched a series of upsell ads. But the upsell order did not make it clear that the upsell was IN ADDITION to the single bottle, not instead of the single bottle. I immediately reached out to cancel the upsell order, but days later they replied saying it had already been shipped. Hmmm....I've emailed multiple times and the response has been very slow. They offered to credit a portion of the price but I have not been able to get them to tell me how much this works out to, so I know if it is worth the time and expense of sending back the product. Not happy.
Response from PetLabCo.Oct 26, 2019
Hi Kate, thank you for the feedback and for taking the time to communicate to us why our services didn't meet your expectations. We completely understand your frustration, and we're constantly working hard to improve our customer experience. We sincerely apologize for any inconvenience caused. It's feedback like yours that helps us improve as a company! In fact, our team has been working on a new order management system to make for easier for customers to place and remove items - so keep an eye out for an announcement! :) At the mean time, if there is anything you need help with, please do not hesitate to get in touch with us at [email protected], or call +1 941-217-1456, and a member of our customer service team will be more than happy to provide you with further assistance!