PetLab Reviews

Name: PetLab
Address: 2/1 Janice Avenue, Cheltenham, Victoria
Rating: 4.80

4.8 Rating 3,106 Reviews

95 %

of reviewers recommend PetLab

4.8

Based on 3,106 reviews

Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Next Day
On-time Delivery	Greater than 94%
Accurate And Undamaged Orders	98%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.8 out of 5

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PetLab 5 star review on 6th December 2025

313

Anonymous

Anonymous // 01/01/2019

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English

“Still have not received my order!! I paid for express shipping and the tracking number provided cannot be located by Australia Post. I spent over $150!! Not happy!!”

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Posted 3 years ago

“Hi Ty- I still have not received my product. Sally Barrett 0412479110”

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Posted 3 years ago

“Didn't work for us. Bought a house that was built 5 years ago. They had artificial grass installed 2 years ago. When we moved in we noticed a distinct smell of urine when the grass was hot or wet. Researched how to get rid of it and saw this had rave reviews so we decided to just splash out and try it as our first attempt rather than trying cheaper methods. We have applied it 3 times now and have ran out of the product. Our grass is 4x6m and it used 2 1litre spray bottles per attempt per solution. It smells ok after application but the next day back to the smell of urine. I emailed to ask for advice before we tried our last attempt as knew we were running out of product, with a detailed description of how we had tried each attempt ... got a generic response saying have we used both solutions etc etc (I clearly stated I had been). Eventually was offered to speak to an "expert" over the phone about it... I told them the hours in which I could be contacted. A Week later I got a phone call bang in the middle of the times I couldn't be contacted (at work) . Tried ringing back later and no response. I gave it another month to see if it made any difference and applied our last of the solution last week. It made no difference. Couldn't be bothered with trying to return it as you have to send the stuff back and we bought the package with the spray bottle. Not worth the hassle trying to ship it back from WA so decided to just take the 100 dollar hit and try something else now. I don't recomend this for anyone that is in a similar situation to us.”

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Posted 3 years ago

“YOU HAVE TAKEN MONEY OUT OF MY ACCOUNT WITHOUT MY PERMISSION I DID NOT REORDER/I STILL HAVE PLENTY LEFT YOU HAVE OVER DRAWN MY ACCOUNT / WERE DID I REORDER THIS IS MY 7th MESSAGE TO YOU PUT MY MONEY BACK”

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Posted 3 years ago

Hi Margaret, Thanks for leaving your feedback. Upon checking your order, I can confirm you have chosen to purchase on subscription which gives you 15% off your recurring order. This is why you have recieved a reorder. You can login into your account to cancel or pause any future recurring orders you have with us. You are also welcome to contact customercare@pet-lab.com.au for further assistance. Have a lovely day and best wishes from the PetLab team :)

Posted 3 years ago

“Product hasn't worked for us. Followed instructions, purchase both products but dog keeps going on the same spot on wooden floors. Asked for advice but no one followed thru with contacting me back. Asked a few times.”

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Posted 3 years ago

Hi Leisa, Thank you for your feedback, we do appreciate both good and bad from our valued customers. I can confirm, we happily kept our promise of refunding you, as you were unfortunately dissatisfied with the product. I would like to highlight for next time, we do not make claims to be a deterrent product on the market, but rather a successful cleaning solution. Sometimes, it can take multiple applications too, to achieve optimal results. Best of luck to you!

Posted 3 years ago

“I purchased the stain & odor remover to treat dog urine stains my new rescue dog made on the carpet. I pre-soaked the areas twice to remove any residual shampoo first and then treated as per your instructions. This has caused the stains to turn a much darker colour and made them even more obvious and the carpet is definitely ruined.”

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Posted 3 years ago

Hi Cornelia, Thanks for leaving your feedback. As a small Aussie family-owned business we appreciate good and bad feedback, as this helps us grow and improve our product offering. When the stain turns a darker colour this, unfortunately, means there was another product used before using PetLab or the carpet fibers were burnt from the uric acid crystals which are irreversible. To achieve the desired result you may need to try repeat applications and leave the area to air dry for 24-48 hours. This will help the stain get less and less visible. If you need further help please reach out to customercare@pet-lab.com.au

Posted 3 years ago

“When I asked for how to apply it I was told 100ml of the super concentrate in the 2 L bottle with hose attached. It was gone in 20 seconds and done about 1/10th of our artificial grass. Crazy expensive if I'm going to clean my area. Can't even tell if it works.”

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Posted 3 years ago

“Doesn't seem to work i can still smell urine in my pavers”

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Posted 3 years ago

Hi Julie, We highly recommend using the combination of both the Enzyme and Turf solution as a two-step process, particularly for heavily soiled areas, this will give you optimal results! For more advice or information, please contact our PAWsome customer care team and they can walk you through it!

Posted 3 years ago

“I like your products and have reordered them. But I am very disappointed in the service provided by Sendle and Couriers Please. So much so that I may look for another similar product. Both these companies have disabled or hidden most ways to contact an actual person.”

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Posted 4 years ago

Hi Carol, We take our valued customer feedback very seriously so thank you for taking the time to provide us with this feedback regarding the third-party carriers we work with. We do try to work with several service providers to ensure the quickest delivery and are always pivoting and navigating ways to do better. If you are going to purchase again, please get back in touch and we can ensure your order travels with a different carrier. Thanks, take care!

Posted 3 years ago

“Awful i am still waiting for my order. I have received overseas orders before yours and they were placed same tine as yours”

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Posted 4 years ago

Hello, Thank you so much for taking the time to provide us with feedback, we do value everything our customers have to say as this helps us do better! We do strive for 100% of our orders to be dispatched the very next day, and it is very frustrating that once we pass this over to the courier services, we do not have much control over time frames, especially given the current COVID case crisis. That being said, we are working vigorously to find better options for our customers and will continue to navigate through the best partners to work with during this time, ensuring as speedy a delivery as possible. Stay safe and take care!

Posted 3 years ago

“Product didn’t work as advertised even though the instructions where followed. After initially being replied to by the customer service, I tried multiple times to follow up with no response. Had to cancel the subscription which is a shame because I like supporting small Australian businesses.”

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Posted 4 years ago

“I message in regards to this product saying it doesn’t do what it claims to do. I’m very unexpressed. Waste of $70”

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Posted 4 years ago

Hi Raewyn, Thanks so much for taking the time to provide us with feedback, this continues to allow us to grow and improve. We did offer for one of our cleaning specialists to give you a ring and assist with the application requirements, as this is imperative to achieving optimal results. We also offered for you to send the product back to us and issue you a refund. I don't believe you took us up on any of those options, however, if you change your mind, we are here to help! Thanks and take care!

Posted 3 years ago

“I sent a message about being charged a different amount and has been 2 days and still no reply”

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Posted 4 years ago

Hi Elaine, Thank you for taking the time to provide us with feedback. I am sincerely sorry it took a little longer to get back to you given the volume of requests at the time. Happy we were able to come to a resoltion. Take care and stay safe!

Posted 3 years ago

“I orded home cleaner, but got fake lawn cleaner. Was sent aknowlegment of home cleaner, provided order no. No response. Rene Doherty”

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Posted 4 years ago

Hi Rene, We certainly did receive your email response detailing your order number, however it was sent to us on Saturday and unfortunately our office hours are business days only. That being said, we have been able to look into your order, and can see that you purchased our outdoor/turf PetLab Plus cleaning solution, we have sent you can email with a screen shot for you. I know that one of our customer care team members has also been in touch with you, and has been able to provide you with further information on how you can still use your current product selection based on your cleaning requirements. Alternative to this, we would be happy for you to return the product to us and do an exchange for you for the preferred product. If you would like to take this option, please let our customer care team know, via our customercare@pet-lab.com.au email. Take care, PetLab Team

Posted 4 years ago

“Was disappointed, didn't get rid of the cat urine smell or stain. Waste of money”

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Posted 4 years ago

Hi Paula, Thank you for your feedback, we do appreciate both positive and negative to allow us to keep growing and evolving as a company. We are always here to help, and if you would like expert advice on how to apply the product and how best to achieve optimal results we wish you would reach out to us; customercare@pet-lab.com.au Unfortunately there is no "blanket rule" when it comes to treating stains and odours and sometimes knowing how you've applied, and what surface you're trying to treat, can allow us to provide more personalised advice.

Posted 4 years ago

“This would be by far one of the worst products I have every bought. I have purchased this artificial turf product twice now - more fool me. The first time I complained because it was very useless at helping deodorise etc but it did have a great smell. When you promoted the "new improved" and concentrate "Super concentrated artificial turf disinfectant" I was sucked in again. This one is even worse. I spent $99 for two bottles of product that are totally ineffective and don't even smell good. So angry. Maxine Wright.”

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Posted 4 years ago

Hi Maxine, Thank for your feedback, we always welcome both good and bad. I have had a look out our correspondence through our customer care emails, and can see that you reached out for some advice on what to purchase from us given your needs, and we responded shortly afterwards advising you to give our powerful duo a go (link below and provided in our email to you). https://pet-lab.com.au/products/artificial-grass-pet-odour-remover We suggest these two together for particularly soiled areas as the Enzyme concentrate will actually break down the uric acid crystals as a pre-treatment before applying your turf/outdoor disinfectant which is often used for maintenance after the treatment. Unfortunately it looks as though you purchased x2 of the same product (turf/outdoor concentrate), we do however wish you had further reached out to us as we could have then looked at sending you a complimentary bottle, or offering you one of our cleaning experts to call you and assist with the application process. We wish you all the best! PetLab Customer Care

Posted 4 years ago

“Ordered express post over a month ago and although I would guess a missing parcel is more Auspost's issue, I lodged an enquiry and was asked to contact petlab to have them contact auspost to give more information in order to help locate my parcel, to which I have recieved no response from petlab about”

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Posted 4 years ago

Hi There, Thank you for taking the time to give us feedback, we appreciate both good and bad, as this allows us to grow us a business. We usually ask our valued customers to be patient with a 24hr email response time, due to the high volume of enquiries. I am sorry to hear that your enquiry wasn't responded too, as this is quite unusual. If you would like to email our customercare@pet-lab.com.au email with your order number and details, we can make sure you request has been attended too. Take care!

Posted 4 years ago

“Very disappointed in the product. Did remove some of the stain, but it does not remove the smell. The product when sprayed has a disgusting smell that’s unbearable. Has the same smell as a $3 product from Kmart.”

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Posted 4 years ago

Hello, Thank you for your feedback, we do appreciate you taking the time to share it with us as hearing from our customers is important. We're sorry you didn't have luck with removing the odour. We would be happy to give you some expert advice on how best to use the product based on the surface or fabric you're applying on. If you would like to email our customercare@pet-lab.com.au, we are here to help! As for the vanilla scent, it is 100% natural however we understand that not every scent is for every individual. Take care!

Posted 4 years ago

PetLab is rated 4.8 based on 3,106 reviews