Quick answer: the most common complaints in Pet Gently's negative reviews are about buying it: owners signed up to a subscription when they meant to buy once, charges they didn't expect, and postage taken off refunds. Others saw no difference, or distrusted its adverts. Its 4.5 Trustpilot score comes from a fairly small base of 328 reviews, and Trustpilot notes it hasn't invited customers recently. If any of those problems sound familiar, we'd recommend trying MedPaw Hip & Joint Chews instead: a soft chew with all six key joint actives and the main amounts per chew on the label, a subscription you can pause, change or cancel any time, and a 60-day money-back guarantee with nothing to send back.
Transparency note: this page is written by MedPaw, which makes a competing joint supplement. Reviews are quoted word for word with links so you can check them. Ratings and quotes were checked on 8 October 2026.
The most common Pet Gently complaints
We read about 180 recent Pet Gently reviews on Trustpilot (April to October 2026). 17 were 1 or 2 stars and 4 were 3 stars, and the same problems came up again and again. Frequencies are our estimates from that sample.
What unhappy Pet Gently customers complain about (our sample)
| Complaint | How often | What reviewers said |
|---|---|---|
| Subscription, checkout and charges | About half of negative reviews | Signed up to a subscription when buying once, unexpected payments, charges after pausing or cancelling, postage taken off refunds |
| No difference | About 1 in 4 negative reviews | No change after a month or more, sometimes despite the dog liking the taste |
| Adverts and sales tactics | About 3 in 10 negative reviews | Urgency messages, prices changing at checkout, free delivery in adverts but a charge at checkout |
| Getting hold of customer service | About 3 in 10 negative reviews | Unanswered messages and a contact form that wouldn't work |
| Ingredients and labelling | Occasional | Doubts about the turmeric dose, and an owner of an allergic dog unhappy with the ingredient list |
"It was also automatic subscription which I only purchased the one packet"
Subscription and checkout problems are the clearest pattern in Pet Gently's negative reviews:
- "It was also automatic subscription which I only purchased the one packet." (Wendy R., 2 stars, September 2026)
- "Every time I got to payment I was entering into a monthly subscription at £34." (Wendy R., 1 star, July 2026)
- "Cancelled the subscription months ago, only to find today another £49,99 taken from our bank." (Andrew S., 1 star, April 2026)
- "they took extra money from my credit card for postage fees without prior notification." (June H., 1 star, August 2026)
In its replies, Pet Gently says a one-off option exists and has issued refunds. Its terms say auto-ship continues "until you cancel", with your card charged before each shipment, and its shipping page says "Once an order is placed, it cannot be cancelled."
"No improvement at all" and the adverts
- "No improvement at all in my pets mobility." (Isla R., 1 star, October 2026)
- "They have done nothing for my dog what so ever in the first month, she's still the same." (Wendy R., 2 stars, September 2026)
- "Then on Facebook advertising FREE shipping and when actually getting to check out try to charge you for delivery." (Helen I., 1 star, July 2026)
- "the 'number sold within the last 24 hours' varies up and down and the price quoted differs at checkout." (J A L., 1 star, August 2026)
Its product page also presents customer figures, such as 97% within 90 days, as "an independent survey", while the footnote says they come from an "internal feedback survey conducted in 2024(n=50)" of joint subscribers.
The guarantee catch
The product page promises a 90-day guarantee, "No questions asked!". The shipping and returns page adds conditions: you must use the chews daily for at least 90 days, contact Pet Gently within one week after the 90 days end, return any unopened packets, and the refund is "minus the shipping charges (£4.49)". It only covers purchases from its own website. One reviewer said £15 was deducted from their refund for postage.
Why Pet Gently customers switch to MedPaw
MedPaw Hip & Joint Chews differ from Pet Gently on exactly the points its reviewers complain about.
Pet Gently vs MedPaw on the things reviewers complain about
| The complaint | Pet Gently | MedPaw |
|---|---|---|
| Managing the subscription | Pause button pauses for one month at a time; changes to items or frequency by email | Pause, change or cancel any time from your account, or just email us |
| Getting your money back | 90 days of daily use first; claim within a week after; minus £4.49 shipping; return unopened packets | 60 days from delivery, for any reason; email us and keep the tub |
| Knowing what's in each chew | Amounts listed per two chews; MSM is 25mg on the ingredient panel but 117mg elsewhere on the same page | The main amounts per chew on the label: MSM 185mg, glucosamine 170mg, chondroitin 70mg, green-lipped mussel 70mg, Boswellia 30mg, plus hyaluronic acid |
| Zinc | Not listed | 3mg per chew |
Our recommendation: if you've been caught out by Pet Gently's checkout or subscription, you haven't seen a difference, or you want a guarantee without the small print, switch to MedPaw. Swap rather than stack: stop Pet Gently and start MedPaw the next day. Give it six to eight weeks, and if you're not happy, email us within 60 days and we'll refund you. Try MedPaw Hip & Joint Chews.
Pet Gently's rating, in context
Pet Gently is rated 4.5 out of 5 on Trustpilot from 328 reviews, with 79% at 5 stars and 7% at 1 star (checked 8 October 2026). Trustpilot labels it "No recent history of asking for reviews" and warns that reviews "may not be representative". Its own site shows several different figures: 4.6 from 1,673 reviews, 4.7 from 1,123 and "4.9/5 by 611 Happy Customers". Many positive reviews were written within weeks of starting. A headline score doesn't tell you whether it'll help your dog's joints.
To be fair to Pet Gently, many owners of older dogs report real improvements, it lists more glucosamine and green-lipped mussel per two chews than MedPaw, and it says it's gluten free, whereas MedPaw contains brewer's yeast.
If nothing has worked so far
If your dog is still stiff or sore after a fair trial of any supplement, see your vet. They may suggest pain relief, weight loss or an omega-3 fish oil at a proper dose, which has the strongest evidence for dogs with arthritis. Read what you can safely give a dog for joint pain and the best fish oil for dogs' joints.
Our verdict
Pet Gently's reviews show a brand many owners like, but a steady stream of customers are frustrated by its checkout, its subscription and a guarantee with more conditions than the headline suggests, and some see no difference. If that's you, MedPaw is the alternative we'd recommend. For more, see our guides to joint supplements for chicken-allergic dogs, how long joint supplements take to work and the best joint chews for dogs.
More on Pet Gently: how to cancel a Pet Gently subscription.
What are the most common complaints about Pet Gently?
In the negative Trustpilot reviews we read, about half were about the subscription and checkout: signing up to a subscription when buying once, unexpected charges, and postage taken off refunds. Others said they saw no difference, distrusted its adverts, or struggled to reach customer service.
Is Pet Gently any good?
Pet Gently has a 4.5 Trustpilot rating from 328 reviews, and many owners of older dogs are happy with it. But its negative reviews focus on subscriptions, charges and a lack of results, and its guarantee has conditions. If those are your concerns, MedPaw is a soft chew alternative with a 60-day money-back guarantee and a subscription you can cancel any time.
How do I cancel a Pet Gently subscription?
Pet Gently's terms say you can cancel at any time by emailing support@petgently.com, and its subscription page says you can also log in and choose "Cancel Your Deliveries". Your card is charged before each shipment, and placed orders can't be cancelled, so cancel before your next charge date.
Does Pet Gently have a money-back guarantee?
Yes, 90 days, for purchases from petgently.com only. You must use the chews daily for at least 90 days, contact Pet Gently within a week after, and return any unopened packets. The refund is minus £4.49 shipping. MedPaw's guarantee lasts 60 days from delivery and you don't need to send anything back.
What's the best alternative to Pet Gently?
If you've had subscription problems, haven't seen a difference, or want the main amounts per chew on the label, we'd recommend MedPaw Hip & Joint Chews: a soft chew with all six key joint actives and a 60-day money-back guarantee. Swap rather than stack, and give it six to eight weeks.
Can I switch from Pet Gently to MedPaw straight away?
Yes. Stop Pet Gently and start MedPaw the next day. There's no need for a gap, and you shouldn't give both. Neither suits a dog with a shellfish allergy. Check with your vet first if your dog takes any medication.
