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:01/31/2025

  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.

  Last month I purchased some products from Petlab Co. and paid with a credit card. On 1/29/2025 I was charged an additional $51.51 for a product from Petlab Co. that they apparently signed me up for on a recurring subscription of a product I never signed up for. I actually went on their webpage after I made the initial purchase last month to verify I did not have any subscription to any products.I have noticed several complaint on line that this company does this a lot. I sent them an email complaining and have now filed this with BBB. These people need to change their practices and stop taking advantage of people and stealing their money.

  Business Response

  Date: 02/01/2025

  Thank you for the opportunity to respond. 
  
  We are sorry for any confusion or frustration the customer has experienced. In digging into what happened, it looks like on December 30, 2024, the customer chose the subscription rather than the one-time purchase option when when placing their order for the Dental Formula. 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".

  We've confirmed that the subscription was successfully canceled. We are also issuing a full refund for the unexpected order. 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:01/31/2025

  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.

  I was overcharged for 4 months. When they realized their mistake, they didn't offer a refund until i confronted them about it. It's been 30 days and no response or refund. ****** said they offered me $20 and I declined. If they are doing this to millions of consumers then they are getting rich off of us.

  Business Response

  Date: 02/01/2025

  Thank you for the opportunity to respond. 

  We are sorry to hear that the customer experienced a system error of being overcharged on orders within their account. 

  Upon reviewing this matter, it shows that the customer reached out to us about this concern on January 3 and January 4, and spoke with two separate agents about the issue. The agent informed the customer that this issue would be pass along to higher management to investigate and provide a resolution to each affected order. Within this investigation, we found that the customer was overcharged on their May, June, July, and August of 2024 orders, for a grand total of ($73.37). As a solution to the issue we discovered, we provided a partial refund for each affected order for the difference they were overcharged verse the amount they should have been charged for. 

  We followed up with the customer about our findings and resolution via email on January 8, 2025. However, it shows on ******'s end that because disputes were filed by the customer about the overcharged orders, the refunds are unable to be successfully processed until the disputes are canceled. 

  A follow up email has been sent directly to the customer to advise them that in order to receive the refunds that were processed on January 8, 2025, they would need to cancel all disputes they filed on these affected charges. 

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

  Thank you, ********

  Customer Answer

  Date: 02/03/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   Correct 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******* ******
  
  
  
  
   
  

• Initial Complaint

  Date:01/28/2025

  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.

  I ordered one small jar of the green dental powder. I did NOT sign up for repeat orders. My dog wont eat the product yet I just got an email saying the second month order is shipped, when info into the account it says I dont have subscriptions yet the email says month two order is shipping.

  Business Response

  Date: 01/29/2025

  Thank you for the opportunity to respond. 
  
  We are sorry for any confusion or frustration the customer has experienced. In digging into what happened, it looks like on December 25, 2024, the customer chose a subscription rather than the one-time purchase option when placing their order for ProBright Advanced & Prebiotic Dental Sticks. Both subscriptions had a billing frequency to auto-ship every month, 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".

  The customer stated they were unable to locate their subscriptions on our Customer Account Portal and the reason for this is because the customer created an account with an email address that is not associated with their subscription account. The email they used for this complaint and contacting our Customer Experience Team is not the email they used when placing the subscription order. This would explain why they did not see any subscription information under that email account. 

  We can confirmed that all subscriptions have been successfully canceled. We are also issuing a full refund for the unexpected order. We are sending the customer an email directly to let them know about the subscription cancellations and refund details as well.  

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

  Thank you, ********

• Initial Complaint

  Date:01/28/2025

  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 emailed them multiple times starting from January 12th that I would like to stop my subscription/pause since we have too many of their bites and they were the ones that we didnt need anymore anyways. I tried to navigate their website and my subscriptions werent available and I couldnt see what I had going on. Then once I was charged it showed up after MULTIPLE TIMES OF EMAILING ASKING TO STOP MY SUBSCRIPTION OR PAUSE IT. They continue to ignore me. I had 3 UNOPENED packages and want a refund!!!!! Ive asked multiple emails for a refund, I will happily send it back unopened, Im not asking for a refund for free!!!! Then I got an email from them saying all my subscriptions were on hold and HERE WE GO another charged of pet balm when they said they put everything on hold for me. Ive never in my life had such a hard time navigating a website or terrible response times. I mean this is absolutely terrible. Now Im being charged and dont want to pay it at all. Please help me.

  Business Response

  Date: 01/29/2025

  Thank you for the opportunity to respond. 

  We are sorry for the experience the customer has encountered. We understand their frustrations of the delayed response to their concerns about the recent order and subscriptions, along with the communication from our Customer Experience team. We will continue to improve our services to ensure all our customers have the best experience. With this in mind, I am happy to provide a satisfactory resolution to this important matter today!

  Upon reviewing their account, I noticed that the customer emailed us on January 18, 2025, stating that they sent 10 emails to us, but our records show only 3 emails were sent to us before this email (one time one January 13, 2025 & twice on January 16, 2025). To also keep in mind regarding our system, when a customer sends an email to our Customer Experience Team, they will receive an automatic email that states within the message, "Please note, that sending more than one request only delays us getting back to you". 

  Within the customers email, they stated initially that they wanted to pause their subscription of the Probiotic Chews, due to having an abundance of product on hand, and pause their subscription of the Targeted Skin & Coat Mousse, due to no longer needing the product. In later messages, they requested to cancel the Probiotic Chews subscription and return/refund the recent order of this product due to ordering the wrong product, informing us that they intended to purchase the Allergy & Immune Probiotic Chews instead.  

  With further investigation, we can see that the customer canceled their subscriptions for the Targeted Skin & Coat Mousse on November 24, 2024, and the Probiotic Chews subscription on January 19, 2025. This was done after the order of the Probiotic Chews was already processed and shipped on January 16, 2025. Please note, that although the customer canceled their subscriptions, this does not cancel any orders that have already been processed/shipped. We are sorry for any inconvenience this has caused the customer. 

  In response to the customer on January 21, 2025, we confirmed with the customer that their subscription for the Probiotic Chews has already been canceled and informed that the only active subscription on their account was for the Paw Balm. However, I can see that we stated the subscription for the Paw Balm was "on hold". Therefore, due to the misinformation on our end, it was not clarified to the customer that another order would be processed on January 24, 2025. We are truly sorry for the confusion and frustration this miscommunication caused the customer. In a follow up email with the customer sent on January 25, 2025, in regards to their request to return/refund the order of the Probiotic Chews, we provided a 50% refund, should the customer decide to keep this last order to use over time. 

  The customer responded that they would still like to return the order for a full refund and we ended up providing the customer with a full refund for the Probiotic Chews order on January 27, 2025. Furthermore, it was not brought to our attention that the customer wanted to cancel the subscription for the Paw Balm. However, to provide a resolution to this matter, I have gone ahead and provided a full refund for this order. We have also sent an email directly to the customer with additional information regarding the cancelation of their subscriptions and refund for the recent order of the Paw Balm. 

  We can confirm that all subscriptions on the customer's account have been canceled, ensuring that they will no longer be charged for products in the future. 

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

  Thank you, ********

• Initial Complaint

  Date:01/27/2025

  Type:Service or Repair 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 canceled this account over 6 months ago, it was an account with recurring payments for pet allergy medication. When I cancelled it I told company that my dog would not take it so it was a waste of money for me., I thought it was successfully cancelled as I had not been charged or received anything. Today 01/24/2025 my ****** account was charged $34.71 for the same item that was cancelled months ago. ****** has not been helpful in resolving this issue

  Business Response

  Date: 01/27/2025

  Thank you for the opportunity to respond. 

  We are sorry that the customer was unaware that their subscription was still active on their account. Upon further investigation, we found a conversation that the customer had with one of our Customer Experience agents on June 24, 2024, requesting to push back their next billing date of the Allergy & Immune Probiotic Chews by 6 months, as they quoted specifically "I have too many bottles, will not need for at least 6 months". As requested, the agent confirmed their subscription was updated and the next subscription order would take place on January 23, 2025.

  The conversation the customer is referring to about canceling their subscription was 2 years ago on October 9, 2022. In this conversation the customer was requesting to cancel their previous subscription for the Probiotic Chews because their pet did not like the product. Within this conversation, one of our agents on the Customer Experience team confirmed that their subscription to the Probiotic Chews was canceled. Please note, that the Allergy & Immune Probiotic Chews and our original Probiotic Chews are different products and the customer created these subscriptions at difference times.

  As a one-time courtesy, we will provide the customer with a full refund of the recent order and can confirm that the subscription has now been successfully canceled. We have also sent an email directly to the customer with additional details about the refund and subscription cancellation. 

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

  Thank you, ********

• Initial Complaint

  Date:01/15/2025

  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.

  Company subscribes to repeated orders when an initial order is placed. They began shipping me multiple orders in the same month. I attempted to cancel the subscription on line as well as cancel any subscription deductions on ******. Attempts have been made to call the company but no answer. I have held for nearly 30 minutes multiple times to be then prompted that the company is "busy" and "you will have to try later." This product is ineffective and my dog may actually be allergic. I want a refund and will gladly return 5 UNOPENED UNWANTED CONTAINERS! This is not good business practice as are so many on-line scams that sign you up for unwanted "subscription" when only ordering product once.

  Business Response

  Date: 01/15/2025

  Thank you for the opportunity to respond.

  We are sorry to hear about the customer's experience, along with hearing that their pup may be allergic to the product.

  Upon further review, we found that the customer emailed us on January 13, 2025, with this issues they raised here but we found no history of the customer contacting us via phone call for assistance. Additionally, while investigating this matter, I was able to find that instead of the customer choosing the one-time purchase option, the customer placed two different subscription orders on November 4, 2024, and November 29, 2024, but using two different email addresses. Although the customer was able to cancel one of the subscriptions on our Customer Account Portal, this would explain why the customer had multiple orders being automatically processed due to the other subscription account they created and did not cancel.

  As a resolution for the two most recent orders, we have processed a full refund for them. However, since the customer informed us that their pet may be allergic to the product and in their email to our Customer Experience team, the customer provided more information of what symptoms their pet was experiencing, we must comply with properly documenting these situations since we are NASC certified. So we have followed up with the customer to obtain more information about their pet's experience in order to provide a refund for their older orders. Within this email, we also provided information about the separate subscription accounts, confirming the subscription cancellations, and details of two orders refunded. 

  We will continue to work with the customer to provide a final resolution to the older orders once the customer can provide the required information to properly document their pet's experience. In the meantime, we are happy to help with any other questions the customer may have. 

  Thank you, ********

  Customer Answer

  Date: 01/18/2025

  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.

  I will add that their very charismatic response is not completely accurate.  I did submit an email that was unanswered until I submitted online complaint and then response was immediate.  I also did attempt to contact them by phone numerous times prior however, their calls are answered electronically and after holding for nearly 30 minutes each time was automatically dumped to another recording which states we are unable to answer your call at this time.  You will need to call back later and then disconnected.  So no record of my calls exist because it seems impossible to speak to their representatives.  
  

  I am not the only customer with subscription complaints so it is obvious they should be more clear as to a one time purchase or subscription selection.  I obviously would never had reordered product had I been aware of a subscription.  This is far too common for online retailers to dupe customers into subscriptions.  
  

  However, I do appreciate their willingness to refund me for product that my dog had an allergic reaction to.  They were attentive as to what his symptoms were, etc. 

  I wanted the product to work for my dog and would have gladly reordered product without having it forced on me. 

  
  Sincerely,
  
  ******* ******
  
  
  
   
  

  
  

• Initial Complaint

  Date:01/15/2025

  Type:Delivery 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 ordered my pet supplements through a ******** advertisement on January 3, 2025 I received confirmation of my order on January 6, 2025 which said that my product would be shipped within 3-5 business days. I tried to check on the order and was unable to find any shipping/tracking information for the order. I sent and email requesting shipping information and was assigned a case # ****** on January 9, 2025. I also tried calling the contact phone number several times and was placed on hold and nobody ever answered me. Today, January 13th after holding for ******************************************************************* to continue to hold, and said please call back later as there is nobody to answer your call.Bottom line, from confirmation on January 6th to January 13th nobody has contacted me with shipping information. Today, I called my bank to dispute the charges they made on my bank account on January 6th. They seem very organized to take my money but not organized enough to respond back to me with a ship date and tracking number.

  Business Response

  Date: 01/15/2025

  Thank you for the opportunity to respond.

  We understand the customer's frustrations with the delay in receiving their order and are sorry for any inconvenience this may have caused them.

  We experienced an unexpected delay in our inventory for one of the items within the customer's order. To resolve this, we have expedited a replacement order for the items that are currently in stock that they purchased, along with including a free gift.

  As for the customer's original order, the out of stock item will be shipped as soon as it becomes available again, and we included a free gift in this order as well.

  We have sent an email directly to the customer regarding this matter, along with providing additional information about the replacement order and the resolution for their original order. If the customer has any questions or need further assistance, we are happy to help!

  Thank you, ********

  Customer Answer

  Date: 01/16/2025

  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:01/09/2025

  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.

  I received an order which I have previously returned.I have tried to cancel my subscription to no avail. No one answers the phone, the website is useless and my pet will not eat the allergy and immune supplement.I want a return order label, a refund, and an immediate termination off any subscription ************* is a fraud.

  Business Response

  Date: 01/09/2025

  Thank you for the opportunity to respond

  We are sorry to hear about the customers experience and want to work to provide a satisfactory resolution.

  Upon reviewing the account, we found that the customer attempted to call our Customer Experience Team on January 7, 2025, but the customer ended the call before an agent could connect with them. We found no other attempts from the customer to connect with our Customer Experience Team regarding their concerns about the active subscription and/or recent order. 

  However, we were able to locate the subscription under the customer's information and have canceled the subscription effective immediately. We have also processed a refund for their recent order and will follow up with the customer via email to provide additional information about the cancellation and refund. 

  If the customer has any questions or need further assistance, we are happy to help!

  Thank you, ********

• Initial Complaint

  Date:11/11/2024

  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.

  I ordered a jar of the product and it came packaged in a flimsy resealable container with the scoop and powder inside.

  Business Response

  Date: 11/11/2024

  Thank you for the opportunity to respond. 

  After further review, we have found no record of the customer contacting our ********************** Customer Experience Team about the issue they have experienced. In addition to this, we are unable to find any account with the information the customer has provided on this complaint. This could mean that the customer is referring to a product that is of no relation to PetLab Co., especially since the order number they provided does not align with our standard order numbers, or the account is under a different name, email, phone, and shipping address.

  We have sent an email to the customer to try to obtain additional information to locate an account to continue the conversation through email. Otherwise, the customer can contact our Customer Experience number at *****************. We are available every Monday-Friday from 9:30am - 7:30pm ET and Weekends from 9:30am - 5:30pm ET. 

  If the customer has any additional questions or needs further assistance, we would advise them to contact our company so they can speak with one of our Customer Experience agents to provide additional information. 

• Initial Complaint

  Date:11/07/2024

  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.

  I ordered per treats that were to help my dogs itching. And would not eat them. I received 3 jars. They charged me 83 and i recived a cresit for 24 but they wont answer my emails so i cant get an rma to return them and i want my full refund. I have sent 6 emails and they are not answering me

  Business Response

  Date: 11/07/2024

  Thank you for the opportunity to respond. 

  We can confirm that the customer was in contact with our Customer Experience team regarding the request to return/refund their order. Our agents provided the customer with a full refund for their order and advised the customer to donate any unopened containers to their local animal shelter/rescue. 

  We can also confirm that the subscription has been canceled. The customer will no longer be charged for, or receive products in the future.

  The customer responded in a satisfactory manner to this resolution. Please let us know if we can be of any further assistance to the customer. Thank you.

  Customer Answer

  Date: 11/08/2024

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