Complaints

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

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  Amplify Media

  1 World Trade Ctr Fl 85 New York, NY 10007-0103

• 

  Amplify Media

  413 W 14th St Fl 2 New York, NY 10014-1094

• 

  Amplify Media

  1 World Trade Ctr Fl 85 New York, NY 10007-0103

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.

• Initial Complaint

  Date:03/21/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  In Feb. 25, I ordered a product from ******* as a one-time purchase. I did not create an account.3/15/25-I received an email indicating that my "subscribed" product would be shipped in three days unless I canceled.On this date, I sent a return email stating that I did not have an account, did not want the product and to cancel if they did think I had a subscription.The email came back, so I went back into their email to me and clicked on a link to send me an email if I have an account, so I could log into my "account". I did not receive an email back, so I figured I didn't have an account. I repeated the process a second time just to confirm and did check my junk email. I received no link so I figured the message was spam trying to sell me product.On 3/18/25, I receive another email indicting that my product is being sent and I am now charged $75.98.I respond to the email to cancel and it gets rejected. I go to their site and get their "help" email to have contact. Again, their own help email is rejected like it is non-existent.Over the course of the day, I called their toll free line 3 separate times. They never answer. It always goes into email to leave a message and they will contact you, however, the message only asks for an email address, not your phone number. It goes onto explain that they will only call you back once, so if you don't answer, you have to start over. I left a message each time and left my phone numbe 3/18/25-PetLabCo sent me an order without my authorization or subscription!They still send sales and delivery related emails but no response to my issue. THEY MAKE IT IMPOSSIBLE TO CONTACT THEM! I even tried the number for the merchant on my credit card!I then received my order a few days later. I request a mailing label to return. They still cannot be contacted. I figure out their system and had to create a new account to access the account they already had created and shipped the product. I canceled.I have more to say out of words.

  Business Response

  Date: 03/23/2025

  Thank you for the opportunity to respond.
  
  We are sorry for any confusion or frustration the customer has experienced, along with their experience when trying to contact our Customer Experience Team.
  
  In digging into what happened, it looks like on February 16, 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 another order was 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 can cancel at any time.
  
  We can confirm that the subscription has been successfully canceled. We are also issuing a full refund for the most recent order processed. We are sending the customer an email directly to let them know as well.
  
  We are happy to help the customer if any further assistance is needed.
  
  Thank you, ********

• Initial Complaint

  Date:03/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  march 12. ordered from petlab powder for my dogs teeth. when i get the order he would not eat the food that the powder was in. I called and was on the phone waiting fro someone to answer for 2.5 hrs. i hung up and called again waited for another 30mins. went on line to cancel and it was complicated i could not figure it out. today another jar came in and it was taken out of my bank account. I want a refund and i want to cancel with them. Also when i went in to cancel they said i didn't have an account with them. well i do. or i would not be getting these shipments.

  Business Response

  Date: 03/21/2025

  Thank you for the opportunity to respond. 
  

  We are sorry for any confusion or frustration the customer has experienced with trying to cancel their subscription on their own and attempting to contact our Customer Experience Team via phone call. After looking through our records, we did not find any history of the customer attempting to log into their Customer Portal Account with the email address associated to their subscription account.

  However, we can confirm that the subscription has been successfully canceled and have also issued a full refund for the recent order processed. We are sending the customer an email directly to let them know as well.
  
  We are happy to help the customer if any further assistance is needed. 
  
  Thank you, ********

• Initial Complaint

  Date:03/11/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 keeps sending packages and charging my card for things I did not order I tried calling them and the recording said go to the website and when I do that the website will not let me on. I just want them to stop charging my card and take back what they have sent me

  Business Response

  Date: 03/12/2025

  Thank you for the opportunity to respond. 
  
  We are sorry for any confusion or frustration the customer has experienced when trying to contact us and access their account on our website.

  In digging into what happened, it looks like on January 3, 2025 & January 30, 2025 the customer chose the subscription rather than the one-time purchase option when when placing their order for the Probiotic Chews & our Dog Ear Yeast Bundle. These subscription's have an auto-ship that is set for monthly renewals, 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.
  

  Please note, we noticed that the customer attempted to access their account on our website using an email address that is not associated with their account. This would explain why they were having trouble accessing this information. We are sorry for any inconvenience this may have caused the customer. 

  We can confirm that the subscriptions have been successfully canceled. We are also issuing a full refund for the last two orders processed. We are sending the customer an email directly to let them know as well.
  
  We are happy to help the customer if any further assistance is needed. 
  
  Thank you, ********

• Initial Complaint

  Date:03/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Placed a one time order to Petlab Co. In early January 2025. Received order. Credit card charged *****. Received a second shipment on2/21/2025. Credit card was charged again for $***** on 1/21/2025. Called and emailed Petlab on 2/23/2025 to file a return/ refund report, but can not get in contact with company. Their response is that I have a service ticket #***** & they will contact me. Order ID # was *************. I want refund and any ongoing subscription order canceled.

  Business Response

  Date: 03/03/2025

  Thank you for the opportunity to respond. 
  
  We are sorry for any confusion or frustration the customer has experienced, along with the delay in our response due to an unexpected rise in inquiries that we are working hard to respond too as quickly as possible.
  

  In digging into what happened, it looks like on January 21, 2025, the customer chose the subscription rather than the one-time purchase option when when placing their order for the ProBright Advanced. That subscription's auto-ship is set for monthly, which is why another order was 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.
  

  We can confirm that the subscription has been successfully canceled. We are also issuing a full refund for the most recent order processed. We are sending the customer an email directly to let them know as well.
  

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

  Thank you, ********

• Initial Complaint

  Date:02/24/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Unfortunately for me I did not cancel my subscription in time before an auto shipment processed. they only emailed me AFTER the order went through rather than BEFORE like other stores do so it was too late to cancel the shipment. I emailed immediately asking for a return shipping label on the 12th, 17th and 20th of February and I have not heard back even though their auto confirmation email claims they will get back within 24 hours. I am now on the phone waiting on hold with an expected wait time of one hour. ALL I WANT is a return label to ship this unopened package back and a refund given. My pets would not touch these probiotic things and I have a whole jar that is just going to go in the trash. I don't need to be wasting another ***** for something that doesn't work.

  Business Response

  Date: 02/25/2025

  Thank you for the opportunity to respond. 

  We are sorry to hear about the customer's experience when trying to stop the auto-shipment of their subscription from processing. We do our best to respond within 24 hours but we have been experiencing an unexpected amount of higher inquires recently that we are working diligently to respond back to as soon as possible. 

  We can confirm that the customer has already canceled their subscription to prevent being charged or receive any orders in the future. 

  We have also provided a full refund for the customer on their recent order and have reached out to the customer directly with additional details on the refund and return process of their recent order

  If the customer has any questions or needs further assistance, we would be happy to help.

  Thank you, ********

  Customer Answer

  Date: 02/25/2025

  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:02/20/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 agreed to a one time purchase and now Im being charged every month for a product I dont want. My first purchase was 1/14/25.

  Business Response

  Date: 02/21/2025

  Thank you for the opportunity to respond. 
  
  We are sorry for any confusion or frustration the customer has experienced. Please note, upon further review, this customer has never contacted our Customer Experience Team regarding their concern about the subscription account. 

  In digging into what happened, it looks like on January 15, 2025, the customer chose the subscription rather than the one-time purchase option when when placing their order for the ProBright Advanced. That subscription's auto-ship is set for monthly, which is why another order was 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 can cancel at any time.

  We can confirm that the subscription has now been successfully canceled. We are also issuing a full refund for the most recent order processed. We are sending the customer an email directly to let them know as well.

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

  Thank you, ********

• Initial Complaint

  Date:02/12/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  January 1. 2025 I ordered product (not a subscription) a single order to try product. It's supposed to clean dog teeth with a powder added to food.i specifically DID NOT WANT OR ORDER A 'SUBSCRIPTION'.Petlab Co. went ahead and took funds from my checkiing for 2nd order claiming it was for my "subscription". On January 31 2025 they sent "your autoship order" has shipped. On February 1, they took funds ($34.11) out of my account. I've contacted them numerour times (phone and email) to cancel subscription and demand my refund. I sent back the product they sent to me.February 6, I received email that my "ticket number is ******" and they would get back to me as "soon as they can".I want a refund of $34.11 and for them to never contact me again.

  Business Response

  Date: 02/14/2025

  Thank you for the opportunity to respond. 
  
  We are sorry for any confusion or frustration the customer has experienced, along with the delay in our response due to an unexpected rise in inquiries that we are working hard to respond too as quickly as possible.

  In digging into what happened, it looks like on January 1, 2025, the customer chose the subscription rather than the one-time purchase option when when placing their order for the ProBright Advanced. That subscription's auto-ship is set for monthly, which is why another order was 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.

  We can confirm that the subscription has been successfully canceled by the customer. We are also issuing a full refund for the most recent order processed. We are sending the customer an email directly to let them know as well.

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

  Thank you, ********

• Initial Complaint

  Date:02/10/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  On 12/12/2024 I ordered a one time only item. PetLab put me in a monthly subscription and are charging my credit card every month, when I did not order a subscription. We have repeatedly asked them to stop and have done what they asked and now they tell me that they do not recognize two email addresses of mine. They put us on hold for *********************************************************************************************************************** communication. I repeatedly asked them to take us off a subscription, but they wont. And they continue to charge our card. Thank you for any help you can give with this matter. ****** ******

  Business Response

  Date: 02/11/2025

  Thank you for the opportunity to respond. 
  
  We are sorry for any confusion or frustration the customer has experienced, along with the delay in our response due to an unexpected rise in inquiries that we are working hard to respond too as quickly as possible.

  In digging into what happened, it looks like on December 12, 2024, the customer chose the subscription rather than the one-time purchase option when 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".

  In the initial conversation the customer had with a representative on the Customer Experience Team, we were unable to locate any account associated with the email address the customer reached out to us on. However, we were able to locate/verify it once the customer provided additional information that matched the account details.

   We've confirmed that the subscription has been successfully canceled. We are also issuing a full refund for the most recent order processed. We are sending the customer an email directly to let them know as well. We are happy to help the customer if any further assistance is needed. 

  Thank you, ********

  Customer Answer

  Date: 02/13/2025

  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:02/07/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 got an email to update my payment, after I did this They system locked me out and does not recognize my email or password, tried to reset and no email comes through in spam or regular. I have called multiple times waiting 40 mins and my last call went up to 1 hr. I just want access to adjust product or cancel if I need to.

  Business Response

  Date: 02/10/2025

  Thank you for the opportunity to respond.

  We are sorry to hear that the customer is having difficulties in accessing their Customer Account Portal in order to update their payment method to rectify their subscription account. We are also sorry for the long wait times due to the unexpected higher volume of inquiries that we have been receiving lately. We are working hard to address all these inquiries as quickly as possible.

  From further investigation, we noticed that the customer may have attempted to log into their Customer Account Portal without creating an account first. Please note, that although customer's purchase subscriptions on our website, that does not automatically create an account for them on our Customer Account Portal. Customer's still need to go through the process of signing up and verifying their account. This would explain why the system does not recognize their email or password and why an email to reset their password did not go through. 

  We have sent an email directly to the customer to help correct this issue to allow them access into the Customer Account Portal so they are able to adjust or cancel their subscription/account, as needed. 

  If the customer has any further questions, we are happy to assist.

  Thank you, ********

  Customer Answer

  Date: 02/11/2025

  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:02/05/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  On 12/9/24 and 1/8/25, I placed two separate subscription orders with Petlab - one for each of our dogs. We recently learned that one of the ingredients in the toothpowder can potentially be toxic to dogs and decided to no longer use Petlab products as a result. On 1/30/24, I contacted Petlab via email requesting immediate cancelation of both subscriptions. To date, I have not received a response other than the automated response and was given ticket number ******. In all emails, it states that customers can manage or cancel their subscriptions via their online portal, however my portal does not have any subscriptions listed even though I definitely have two. I know the company has a record of my subscriptions because this morning 2/4/25, I received an email from them saying that my autoship will be sent in the next three days. I replied and referenced my cancelation email but have not heard anything back yet. I also called the company and the hold time was going to be 45 minutes. I hung up after reading many reviews that stated that the company does not answer their phone. I am looking for both subscriptions to be canceled effective 1/30/25 when I originally canceled and for my card to not be charged for any additional product. We are not interested in doing business with this company any longer.

  Business Response

  Date: 02/05/2025

  Thank you for the opportunity to respond.

  We are sorry to hear that the customer has requested to cancel their subscriptions due to an ingredient in the products and is frustrated in our delayed response due to the unexpected high traffic of inquiries we are currently working through. 

  Please note, that we are NASC Certified and these products have passed quality tests and is suitable for everyday use, as they contain no ingredients known to be harmful to dogs. We also understand that, like humans, all pets are unique and what may work for one pup, may not work for another. Which is why we always advise pet parents to consult with their vet prior to using or purchasing our products to determine if it is the right fit for their pup. This is also mentioned on our website and the product labeling.

  Additionally, we were able to locate the customer's account with the active subscriptions. Please be advised that in order for the customer to locate their subscriptions on the Customer Account Portal, they need to create and log into the account with the email address they used to place the subscription orders. Creating or logging in with any other email addresses will not show any subscription activity. 

  To resolve this matter, we have gone ahead and canceled the customer's subscriptions for them. We have also sent an email directly to the customer to confirm the cancellation of all subscriptions on their account, for their record. 

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

  Thank you, ********

  Customer Answer

  Date: 02/07/2025

  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,
  
  ****** ********