PetLab Reviews

Name: PetLab
Address: 2/1 Janice Avenue, Cheltenham, Victoria
Rating: 4.79

4.8 Rating 2,653 Reviews

95 %

of reviewers recommend PetLab

4.8

Based on 2,653 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	4.7 out of 5

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Anonymous

Anonymous // 01/01/2019

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“Sorry but after reading all the reviews I was quick to purchase these products! My pup has urinated and pooed in the EXACT same spot for the past week. I’ve used it daily and even made it more concentrated and she still sniffs and goes in the same spot. Not impressed and won’t re purchase plus will not recommend. A waste of $100 be totally honest.”

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Posted 2 weeks ago

Hi Lisa, Thank you kindly for your feedback, we welcome both positive and negative comments as this allows us to evolve. Just to clarify, PetLab isn't a deterrent or repellent—it's a powerful cleaning solution. Our enzyme formula targets and eliminates odours right at the source by breaking down and digesting the uric acid crystals that cause those nasty smells. While removing these odours can help prevent your pet from returning to the same spot, sometimes the problem is behavioural, and a bit more training might be needed. For more tips and information on managing your pets' behaviour, take a look at our helpful blogs! Here’s a guide to get you started. https://pet-lab.com.au/blogs/cleaning-tips/how-to-stop-dogs-from-peeing-inside https://pet-lab.com.au/blogs/cleaning-tips/why-is-my-cat-spraying

Posted 2 weeks ago

“I bought a spray mop, used it twice & it broke. I tried to super glue it. Wouldn't recommend.”

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Posted 4 months ago

Hi Linda, I do apologise for your experience. I would be very happy to replace this item for you. Please get in touch with our customer care team via email or phone.

Posted 2 weeks ago

“I can’t say anything about the product because I still haven’t received it, but the support from email and phone calls is awful absolutely no customer support”

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Posted 4 months ago

Hi Jackie, I do apologise for your experience and note that this request has been handled. We do strive to get back in touch with all our customers within a 24 hour to 48 hour time frame (excluding weekends and public holidays. Thanks for your patience.

Posted 2 weeks ago

“NO I will not revise my review. Your product does not work.”

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Posted 4 months ago

Hi Anita, Thanks for your feedback, I do hope you were able to get in touch with us so we could help you with the product and how best to get optimal results. Our care team are always here to help! Take care!

Posted 2 weeks ago

“This product didn't work for us 😢”

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Posted 6 months ago

“The enzyme spray has not helped us at all, our dog just still goes back and wee’s in the same area even after cleaning and spraying.”

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Posted 7 months ago

Hi Libby, sorry to hear this!! I hope that you were able to get in touch with us so we could further assist you! It is important to note; PetLab isn't a deterrent or repellent—it's a powerful cleaning solution. Our enzyme formula targets and eliminates odours right at the source by breaking down and digesting the uric acid crystals that cause those nasty smells. While removing these odours can help prevent your pet from returning to the same spot, sometimes the problem is behavioural, and a bit more training might be needed particularly if your training a pup.

Posted 2 weeks ago

“Sorry but I have been spraying the stuff on our vinyl floors where our cat pees...it DOES NOT WORK! she continues to pee in same spot, we cleaned up the pee, spray the solution on the area and let it dry naturally and she just pees right on top! I spent money on something that claims to work according to hundreds of reviews and I feel it was a absolute waste of money..I can't get the floor replaced as we are renting. I know for a fact we won't get the bond back because of the damaged fkitchen floors from the pee and numerous products we have tried to no avail. We tried a litter tray in said spot..nope she pees right beside it on the vinyl squares.. I would not be recommending this product to anyone..it has let us down.”

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Posted 8 months ago

“Does not do what it says it will. Very disappointing. Still have multiple stains on my carpets and some have even spread larger than were originally. Will not recommend this product to anyone. Want my money back!!”

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Posted 9 months ago

Hi Melinda, Thank you for taking the time to share your feedback. We are genuinely sorry to hear about your experience with our product. At PetLab, we are committed to providing high-quality products that meet our customers' needs. We were not aware of your difficulties with the product before your review. We always encourage our customers to reach out to us directly for support, as we are here to help resolve any issues that may arise - for PetLab to be most effective application is KEY! To better understand the situation and assist you further, we would appreciate more details about how the product was applied, if these were older more embedded stains and/or the surface & fabric you were treating. This information will help us identify any potential issues and provide you with the best possible solution. We'll await your feedback and look forward to helping! Customer Care x

Posted 8 months ago

“Product ok, doesn't stop cats from using the spot but Cleans the smell. I've been a long time customer, this was my second time using the concentrated bottles. In the past I had issues with their petlab bottles leaking out, this time it was a concentrate product that was made per introductions based on the bottle size. There is no notice to 'use pet lab only bottles' - yet they are claiming they not at fault even though I have documented this happening EVEN with their own bottles. The situation has been so badly handled I'm disgusted and hurt. A year of supporting the business only form them to side step their responsibility. - the product leaks out of WHATEVER bottle it's in. It's happened in THEIR bottles. I used this same bottle with my past order of the concentrated product and it didn't leak, so it's NOT the bottle, it's the product. I loved their products, they vegan and few are. Now I have to searching for something new to try because I lost all trust in this company to do the right thing. I will be contact fair trading and whom ever I can. This issue could cause serious issues for someone else and they just want to ignore it. This is not ok!”

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Posted 9 months ago

Hi Lunar, Thank you for taking the time to share your feedback. We genuinely appreciate your loyalty as a long-time customer and are sorry to hear about the issues you've experienced. We have reviewed your case in detail and understand your concerns regarding the leaking bottle. Our team has always strived to provide the highest quality products and support to our customers. While we empathize with your situation, we cannot take responsibility for the performance of our products when used with other branded bottles, and it is impossible for our solution to leak from a bottle that is not faulty. If our bottle was in fact faulty, and was the one leaking we would have absolutely replaced this for you - regardless of you being outside of the 45 day money back guarantee. We regret any frustration this situation has caused you. Please be assured that our priority is to provide reliable products and excellent customer service. We take your feedback seriously and will continue to improve our communications to prevent similar issues in the future. Thank you for your understanding and for your previous support of our brand. Customer Care

Posted 8 months ago

“I haven't received my order yet and am a little disappointed.”

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Posted 1 year ago

“I ordered 30 March and still haven’t received 21 April”

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Posted 1 year ago

Hi Marita, We're so sorry to hear there has been a delay in receiving your PetLab goodies! Please email customercare with your order number so we can urgently look into this for you. Rest Assured if the parcel is deemed lost, damaged or stolen we will replace you.

Posted 1 year ago

“Unfortunately pet lab hasn't worked for me. I followed the direction carefully but the stains haven't come out of my carpet.”

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Posted 1 year ago

Hi Virginia, We are sorry to hear PetLab didn't work for you. Our team at PetLab are always happy to help our customers find out why it didn't work and help them through the application process. When it comes to urine stains & odours, unfortunately there is no “one-size-fits all” solution. There are so many variables that can affect the outcome, however PetLab has simplified it to 4 primary causes for 'no success': (1) You did not prepare the area for the enzyme treatment. It is important to first wash down and flush out any residue from all other cleaners or other solutions you may have used previously. Not doing this will prevent the enzymes from penetrating the surface preventing them from reaching the odour causing uric acid crystals to remove them. (2) You did not use enough enzyme solution: As a rule of thumb, the volume of PetLab solution to apply should equal the amount of urine deposited. As you can appreciate, we cannot suggest an exact volume as every case is different. However, to put it into perspecti

Posted 1 year ago

“Unfortunately it didn’t work on my couch. I saturated the couch with the product, left it for a day and the urine smell didn’t go away.”

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Posted 1 year ago

Thanks so much for taking the time to leave your feedback. Sometimes with stubborn odours you may very well need multiple treatments before reaching the desired result. If you would like one of our cleaning specialists to call you and offer some tips and tricks, please do reach out to customercare@pet-lab.com.au because we are here to help!

Posted 1 year ago

“I bought this product hoping it would get rid of the smell of cat urine and it does not work at all masks it for a small period of time and then the smell is still there, was not worth the money I paid!!”

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Posted 1 year ago

“Useless stuff”

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Posted 1 year ago

“I like the products as have purchased previously however I am still waiting for my order after 3 weeks. I have contacted the customer service through email twice and still haven’t even had a response. Very disappointed.”

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Posted 1 year ago

“I placed a order on 26th Nov. I am still waiting for it. I contacted the company on 9th asking for an ETA. I got a reply on the 11th apologising & advising they would look into it. Still waiting for a reply. It is now the 18th Dec. Poor customer service. After writing my review I recieved a credit back to my account & an email asking me to revise my review. This is my feedback & my experience. Good or bad.”

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Posted 1 year ago

Hi Jos, Thanks for the feedback! I have had a look into your ticket and can see that it has in fact been refunded in full due to courier delays. I hope you keep well.

Posted 1 year ago

“Terribly dissapointed after following the instructions to a tee, and doing my stains 3 times over I still have stains. 70.00 later for a 300ml bottle of PetLab , I am extremely disappointed, unhappy, and now having to engage a professional carpet cleaner at more expense. This carpet has only been used for 7 months, brand new.”

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Posted 1 year ago

Hi Colleen, Thanks for taking the time to leave us a review. We truly appreciate all feedback so that we can continue to grow as a small family owned business. Unfortunately when it comes to cleaning there is not always a 'one size fits all' solution as there can be many variables that may effect the outcome of the treatment for stains particularly if they are heavily embedded older stains that may have burnt the fibres which can be irreversible. We do however have professional cleaning advice available all the time, and offer a 45 day money back guarantee. Please contact our team at customercare@pet-lab.com.au and we can hopefully find a resolution for you.

Posted 1 year ago

“Hi Just letting you know I still not received my order. It had taken a long time to come. Deb”

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Posted 1 year ago

“I was so excited to get this product after watching the videos and I can say I am thoroughly disappointed! I have used almost an entire bottle of the cleaner and deodoriser and the smell is still the same.”

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Posted 1 year ago

PetLab is rated 4.8 based on 2,653 reviews