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Business Profile

Ecommerce

Amplify Media

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Amplify Media's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 90 total complaints in the last 3 years.
    • 71 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/06/2025

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This company tricks you into purchasing a product that then signs you up for a monthly subscription. I did not ask for this subscription. They do not answer the customer service number and the email comes back as not delivered. This is a complete scam. The website will not let you sign in. I want to cancel any order or subscription to this company. They are more then willing however to continue to text me with unwanted texts about their products. So angry

      Customer Answer

      Date: 06/06/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

      Sincerely,

      ***** *****



       

    • Initial Complaint

      Date:06/05/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was charged on 5/24 on my mastercard two charges one for $32.05 (which I owe for one **************** but I was also charged ***** which I do not owe. Two days ago I received one of the Allergy& Immune and 2 Probiotic Chew which I did not order at all!I have called for two days...6/4 and today 6/5. Yesterday I held for 40 minutes and today *** at jover an hour. No one answers...just stay on hold. Tried the help line....it says go to help line, doing that. Then it says The health line is down! Great.......I need a return label, they pay return shipping, and I am credited the $*****. I was finally able to cancel any additional orders..I had to take my dog to the vet and given a shot to stop her from throwing up. She is allergic!This is nuts. It is impossible to contact these people.Please help!***** ****** ***********************

      Business Response

      Date: 06/05/2025

      Thank you for the opportunity to respond. 

      We are sorry for any confusion or frustration the customer has experienced, along with the longer wait times to speak over the phone with one of our Customer Experience team members. We are currently experiencing higher than normal volume and are working diligently to respond to all inquiries.

      Upon reviewing the customers account, we found that when the customer purchased their original order of the Allergy & Immune Probiotic Chews, they were offered additional products to be added onto their order at a one-time discounted price. This offer was accepted by the customer at the end of their purchase. 

      Please note, that we cannot add additional product onto a customer's order unless they have consented/accepted the offer. Additionally, when an add-on offer is accepted this may appear as two separate charges on the customers account. This would explain why the customer saw two different transactions within their account but the total amount does equal the price they paid for the one order. 

      We are incredibly sorry to hear about their pet's experience due to their dog having an allergy to one of the ingredients in the product. We understand every pet is unique and so we always advise our customers to consult with their vet before using the product to determine if it is the best fit for their pet. This is also stated on our website and product labeling. 

      We have already reached out to the customer and one of our team members was able to speak with the customer to obtain additional information and provided a full refund for their order. 

      If the customer needs any further assistance, we are happy to help. 

      Thank you, ********

      Customer Answer

      Date: 06/08/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

      Sincerely,

      ***** ******



       

    • Initial Complaint

      Date:06/03/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I bought a product from Petlab Co. for my dog. I did NOT enroll in a subscription yet they send the same product every month and keep billing my credit card. I have tried over several months to try to stop the shipments but they say they cant find my subscription. I cant log in to their website with my email because they say I dont have an account, yet they keep sending me items and billing me. I try to call their phone number and am on hold for 45 minutes to an hour at a time. I email their help line and they always get back to me with the same response that I need to log into my account to turn off my subscription. I try to log in again using my same email address they send my invoice to yet when I try to use that email to log in to cancel, they cant find my email in their data base. How am I getting invoices at this email yet they say it doesnt have an account? I did a quick search online and this is how they operate. Everyone who wants to cancel a subscription they didnt enroll in gets the same error message saying their account doesnt exist. Its subscription h*** for something I never subscribed to. **************** got back to me after I posted on their social media sites and said they would cancel my subscription but I received a new monthly supply again today.

      Business Response

      Date: 06/03/2025

      Thank you for the opportunity to respond. 

      We are sorry for any confusion or frustration the customer has experienced. 

      Upon reviewing their account, we noticed that the customer was attempting to reset their password before activating their account on May 11, 2025. As stated on our website, even if a customer has a subscription, they are required to activate and verify their Customer Account Portal in order to access their account information. We are sorry if the customer initially missed these instructions on activating their account first to log in.

      In addition to this though, the customer did provide us with a screenshot of their attempt to activate the account on May 30, 2025. Although the customer's screenshot does show the email appears to be the same as what is on their account, the system will not recognize the email address if there is an extra space after entering the email. This extra space can occur when customer's are using auto-fill information on their device. However, we did raise this concern with our team to further investigate if there may be a bug that caused an error in preventing the customer from successfully activating the account.

      Furthermore, from reviewing the account details, it shows that on February 27, 2025, the customer picked the subscription instead of the one-time purchase option. Please note that we cannot put customers into a subscription plan on our own. Customers do have to purchase one, and always have the option of choosing "Subscribe & Save" or "One-Time," and can cancel at any time.

      We have canceled the customers ProBright Advanced subscription and although we cannot provide a refund for all orders processed, because they are outside our 30-day Return/Refund Policy, we have made a one-time courtesy to issue a full refund for their May & April orders.

      We have reached out to the customer directly via email to provide details on this cancellation and refund information.

      If the customer needs any additional assistance, we are happy to help. 

      Thank you, ********

    • Initial Complaint

      Date:05/31/2025

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I must have accidentally or inadvertently signed up for a subscription. I keep trying to cancel it, but I cant get logged into their portal.. its a never-ending cycle of this is not the right email. This is not the right password you need toreset your password. I try to reset the password by clicking on the link they sent to my emailand I get that stupid message saying oops something went wrong and it returns me back to the same page same thing and over and over again its some kind of scam where they wont let you login so you can cancel the subscription you never meant to signup for in the first place.

      Business Response

      Date: 06/02/2025

      Thank you for the opportunity to respond. 

      We are sorry for any confusion or frustration the customer has experienced. 

      Please note that we have no record of the customer reaching out to our Customer Experience team about their concerns so we could address them directly. 

      Additionally, upon reviewing their account, we noticed that the customer was attempting to reset their password before activating their account. As stated on our website, even if a customer has a subscription, they are required to activate and verify their Customer Account Portal in order to access their account information. We are sorry if the customer missed this these instructions on properly activating their account to log in. 

      I was able to find that on March 1, 2025, it shows that the customer picked the subscription instead of the one-time purchase option. Please note that we cannot put customers into a subscription plan on our own. Customers do have to purchase one, and always have the option of choosing "Subscribe & Save" or "One-Time," and can cancel at any time.

      We have canceled the customers ProBright Advanced subscription and have reached out to the customer directly via email to provide details on this cancellation.

      If the customer needs any additional assistance, we are happy to help. 

      Thank you, ********

    • Initial Complaint

      Date:05/19/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I do not remember where I order the pet lab product from but It keep sending me a package every month with no info how to contact, refund or exchange. It came without invoices. I've tried to contact them a several times with the number online ************ without any success. The wait is more than an hour each time and could not get to the customer service. I went to the website and sign in and the system said that they are sending me a link because the account existed on their system. After no many attemps, no link have been sending to me so I can cancel the subscription. I believe this a scam because I keep getting a package every month. I am no longer having a dog and I still have 5 unopened packages and can not cancel the subscription and NO CUSTOMER SERVICES available or links that send to my account so I can manage the subscription as suggested on their website. They just want to charge for the product and will not responsible for any customer service issue.

      Business Response

      Date: 05/19/2025

      Thank you for the opportunity to respond. 

      We are sorry for any frustration or confusion the customer has experienced. Please note, that we have no record of the customer reaching out to our Customer Experience team by neither phone or email about their concern with the information they provided here. We do see the that customer attempted to create their Customer Account Portal but did not complete the verification process. We advise customers to check their spam/junk mail in case the verification email was placed in this folder. We are sorry if the customer was unable to locate the email sent to them to complete the verification. 

      Upon reviewing their account, I found that on December 14, 2024, the customer chose the subscription rather than the one-time purchase option when placing their order for the Probiotic Chews. Please note that we cannot put a customer into a subscription plan on our own. The customer does have to purchase one, and our customers always have the option of choosing "Subscribe & Save" or "One-Time" and can cancel at any time.

      We can confirm that the subscription has been canceled and have processed a refund on the most recent order. We are sending the customer an email directly with details about the cancellation and refund. 

      We are happy to help the customer if any further assistance is needed. 

      Thank you, ********

    • Initial Complaint

      Date:05/15/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      PetLabCo tricks you in to having to pay for a monthly subscription you didnt sign up for or subscribe to their website. I only bought a one time purchase to test out. They have charged me two more times. Trying to stop this, you have to join their site. Very difficult to stop payment, to no avail. Also, have to pay ***** to stop payment. ?????

      Business Response

      Date: 05/16/2025

      Thank you for the opportunity to respond.

      We are sorry for any frustration or confusion the customer has experienced. 

      Upon reviewing their account, I found that on April 9, 2025, the customer chose the subscription rather than the one-time purchase option when placing their order for the Allergy & Immune Probiotic Chews. Please note that we cannot put a customer into a subscription plan on our own. The customer does have to purchase one, and our customers always have the option of choosing "Subscribe & Save" or "One-Time" and can cancel at any time, at no charge. PetLab Co. does not charge a fee to customers who are looking to cancel their subscription or order.

      We can confirm that the subscription has been canceled and have processed a full refund on their last order. We are sending the customer an email directly with details about the cancellation and refund, along with requesting additional information on how they came across the fee they are describing so we can look further into what they encountered. 

      We are happy to help the customer if any further assistance is needed. 

      Thank you, ********

    • Initial Complaint

      Date:05/13/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I received a bottle of ********** Chews. I didn't order this product. $31.75 was taken from my bank account on 5/3/25. There was no paperwork included.

      Business Response

      Date: 05/13/2025

      Thank you for the opportunity to respond. 

      We are sorry for any frustration or confusion the customer has experienced. Please note, that we have no record of the customer reaching out to our Customer Experience team by neither phone or email about their concern with the information they provided here. 

      Upon reviewing their account, I found that on April 3, 2025, the customer chose the subscription rather than the one-time purchase option when placing their order for the Allergy & Immune Probiotic Chews. Please note that we cannot put a customer into a subscription plan on our own. The customer does have to purchase one, and our customers always have the option of choosing "Subscribe & Save" or "One-Time" and can cancel at any time.

      We can confirm that the subscription has been canceled and have processed a refund on the most recent order. We are sending the customer an email directly with details about the cancellation and refund. 

      We are happy to help the customer if any further assistance is needed. 

      Thank you, ********

    • Initial Complaint

      Date:05/12/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      PETLABCO. HAS BEEN CHARGING ME FOR A SUBSCRIPTION THAT I DID NOT WANT. THEY HAVE BEEN SENDING ME MULTIPLE ORDERS THROUGH A SUBSCRIPTION SERVICE I DID NOT SUBSCRIBE TO. I PLACED AN ORDER AND THEY TURNED IT INTO A SUBSCRIPTION THAT I DID NO WANT, I KEEP GETTING CHARGED AND PRODUCTS SENT I DID NOT ORDER. WHEN I TRY TO CANCEL I AM PLACED ON HOLD AND THEY NEVER ANSWER. I HAVE TRIED GOING ON THE WEBSITE, IT TELLS ME I HAVE TO REGISTER , WHEN I GO TO REGISTER IT TELLS ME I AM ALREADY REGISTERED AND TO RESET MY PASSWORD. WHEN I TRY TO RESET IT SAYS I CANT BECAUSE I NEED TO REGISTER I WANT A FULL REFUND FOR THE ALL THE CHARGES THEY HAVE PUT ON MY CARD. THIS IS A ENDLESS CYCLE TO NO AVAIL, I HAVE SENT EMAILS TO CANCEL , IT A SCAM, THEY DO NOT ALLOW ANY SUBSCRIPTIONS AND YOU CAN NOT GET A HOLD OF ANYONE. I HAVE RECEIVED 4 UNORDERED DELIVERIES FOR $93.77 AND THIS LAST ONE HAS THE $93.77 ITEMS PLUS PROBIOTICS CHEWS, WHICH I HAVE NEVER ORDERED IN THE AMOUNT OF $57.52.I WOULD APPRECIATE SOLVING THIS ISSUE, THANK YOU SO MUCH ******** ****

      Business Response

      Date: 05/13/2025

      Thank you for the opportunity to respond. 

      We are sorry for any frustration or confusion the customer has experienced. Please note, that we have no record of the customer reaching out to our Customer Experience team by email or recently by phone about their concern with the information they provided here.

      Upon reviewing their account, I found that on January 8, 2025, the customer chose the subscription rather than the one-time purchase option when placing their order for the ProBright Advanced. Please note that we cannot put a customer into a subscription plan on our own. The customer does have to purchase one, and our customers always have the option of choosing "Subscribe & Save" or "One-Time" and can cancel at any time.

      We can confirm that the subscription has been canceled and have processed a full refund on their most recent order. We are sending the customer an email directly with details about the cancellation and refund. 

      We are happy to help the customer if any further assistance is needed. 

      Thank you, ********

    • Initial Complaint

      Date:05/07/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The first transaction occurred in March, when I made a ONE TIME PURCHASE for a product but was automatically enrolled into the subscription, WITHOUT AUTHORIZATION OR PROPER DISCLOSURE OF DOING SO. I was charged $41.87 for that purchase and received the product in March. To my surprise I had another charge to my bank account for $41.87 on 4/7 for an automatic shipment of the same product due to the UNWANTED subscription plan. Due to the surprise deliver and charge I went to my account to cancel the subscription or remove my payment information, but even more surprisingly it said I had no subscriptions or payment information, which I do because they are charging my bank account. I emailed customer support on 4/15 to complain and request a cancelation and did not get a response. I emailed again on 4/23 and also never got a response. On 5/7 I get another alert from the bank with a $41.87 charge and a shipping confirmation for yet another canister of the same product. I have called multiple times and wait on hold for hours never to speak to anyone and the website just takes you in dead end circles. I am more than unhappy and looking at legal ways to handle this because this is basically theft. This company is such a scam and not legit at all. They are UNETHICAL and UNPROFESSIONAL. Not only have they stole almost $100 from me they have yet to acknowledge my issue.

      Business Response

      Date: 05/08/2025

      Thank you for the opportunity to respond. 

      We are sorry for any confusion or frustration the customer has experienced. Upon reviewing our records, we could not find any attempts of the customer reaching out to our Customer Experience team to assist in resolving this matter. 

      In digging into what happened, it looks like on March 8, 2025, the customer chose the subscription rather than the one-time purchase option when placing their order for the ProBright Advanced. That subscription's auto-ship is set for monthly, which is why orders were automatically processed/shipped. 

      Please note that we cannot put a customer into a subscription plan on our own. The customer does have to purchase one, and our customers always have the option of choosing "Subscribe & Save" or "One-Time" and cancel at any time. Customers are informed and authorize the start of the subscription when accepting the Terms & Conditions, which is required before they can complete the purchase. We also inform customers of the subscription within the order confirmation emails and by providing a 3-day notice when their next subscription order is scheduled to be processed. 

      Additionally, we noticed that the customer was attempting to access their Customer Account Portal by requesting to reset their account password. However, it is stated on our website that customer's need to first activate their account before attempting to log in. This would explain why the customer was unable to access their Customer Account Portal to view their subscription details. 

      We can confirm that the subscription has been successfully canceled. We are also issuing a full refund for the last two orders on their account. We are sending the customer an email directly to provide additional details about the cancellation and refunds. 

      We are happy to help the customer if any further assistance is needed. 

      Thank you, ********

    • Initial Complaint

      Date:05/07/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      As per other **mplaints I have attempted several times to cancel my subscription to no avail. Currently on hold for the last 57 minutes with no answer. This is the 5th time Ive tried to call. Ive sent several emails as well. Ive also included a picture of being on hold so there is no excuse that there is no re**rd of me calling. Pet lab ** is scamming people. Be careful!

      Business Response

      Date: 05/08/2025

      Thank you for the opportunity to respond. 

      We are sorry to hear about the customers frustrations when attempting to contact our Customer Experience Team. We are currently experiencing higher amounts of inquiries recently and we are working quickly to respond to all our customers ASAP.

      Please note that an agent from our Customer Experience team spoke with the customer via a phone call yesterday, May 7, 2025, and confirmed their subscription has been canceled. We have also issued a partial refund for their recent order and provided the detailed information about this resolution and expectations of the refund to the customer during this call. 

      If the customer needs further assistance, we are happy to help.

      Thank you, ********

    Amplify Media is NOT a BBB Accredited Business.

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