Quick answer: the biggest complaint in PetLab Co's UK reviews, by a long way, is the subscription: owners say they thought they'd made a one-off purchase, were charged for repeat orders they didn't expect, and needed several attempts to cancel. Others say customer service didn't reply, or that they saw no difference. UK reviewers give PetLab Co about 2.5 out of 5, well below the 3.9 headline score, which comes mostly from US customers. If any of those problems sound familiar, we'd recommend trying MedPaw Hip & Joint Chews instead: a soft chicken and bacon chew with all six key joint actives, including hyaluronic acid, a subscription you can pause or cancel any time from your account, 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 PetLab Co complaints
We read the 20 most recent reviews on Trustpilot's UK filter (January to June 2026), plus two UK reviews from October 2026, and around 40 reviews that mention the joint chews. Thirteen of the UK reviews were one or two stars. Frequencies are our estimates from that sample, not site-wide figures.
What unhappy PetLab Co customers complain about (our sample)
| Complaint | How often | What reviewers said |
|---|---|---|
| Subscription sign-up, charges and cancelling | About 8 in 10 of the UK one and two-star reviews we read | Thought they'd made a one-off purchase, repeat orders and charges they didn't expect, several attempts to cancel, some refunds refused |
| Customer service not responding | About 1 in 4 negative UK reviews | Emails going unanswered, or phone staff unable to help with a return |
| No difference | About 1 in 4 negative UK reviews, plus a few joint reviews | No change in the dog, mostly with the probiotic and other products; one long-term joint chew user saw no visible change |
| Upset stomach or vomiting | A few UK reviews | Sickness or going off food after starting, mainly with the probiotic chews |
| Delivery | A few reviews | Parcels not arriving or left in the wrong place |
| Dog won't eat it, or dose doesn't suit | Rare | A few dogs disliked the taste; one owner of a very large dog felt the joint dose suited smaller dogs |
| Formula changes | Rare | One long-standing US customer said there was less glucosamine per chew after a rebrand |
"I have no idea how I signed up to a subscription"
Subscription problems are the clearest pattern in PetLab Co's negative UK reviews (PetLab Co UK reviews on Trustpilot):
- "I have no idea how I signed up to a subscription that I would never knowingly have done." (UK reviewer, 1 star, March 2026)
- "I did not intend to sign up for a subscription, but somehow I ended up on one." (UK reviewer, 1 star, May 2026)
- "PetlabCo have already billed me for the next month's supply and have dispatched it without my consent." (UK reviewer, 1 star, May 2026)
- "I never subscribed and to cancel the next order petlab.co make it difficult to cancel" (Margaret T., 1 star, April 2026)
Most of these reviews named PetLab Co's probiotic chews or no product at all, so the complaint is about how the subscription is sold rather than the joint chews themselves. PetLab Co says customers only subscribe if they choose to.
"No one came back to me"
About one in four of the negative UK reviews we read said emails went unanswered or staff couldn't help with a return: "no one came back to me and now I get another email telling me the next one is on it's way." (UK reviewer, 2 stars, March 2026)
Complaints about results were mostly about other PetLab Co products, but a few joint chew reviewers saw no visible change, and one owner of a very large dog felt the dose suited smaller dogs (Trustpilot reviews mentioning joints).
The guarantee catch, and other small print
From PetLab Co's own UK pages:
- The guarantee is for first orders only. It lasts 60 days from delivery of your first order, but only for first-time UK buyers of Joint Care Chews bought from petlabco.co.uk, one claim per household. It doesn't restart with later subscription deliveries, and PetLab Co may ask you to return unused, sealed tubs (shipping and returns).
- Subscriptions charge until you cancel. Your card is charged on your chosen dates until you cancel, and you're billed before each order ships. The terms say you cancel by emailing help@petlabco.co.uk; the product page says you can manage or cancel online (terms and conditions).
- The formula has changed. The original UK Joint Health Chews have been replaced by Joint Care Chew Advanced, which PetLab Co says is a different formulation. The customer quotes on its product page relate to the original.
Why PetLab Co customers switch to MedPaw
MedPaw Hip & Joint Chews differ from PetLab Co on exactly the points its reviewers complain about.
PetLab Co vs MedPaw on the things reviewers complain about
| The complaint | PetLab Co | MedPaw |
|---|---|---|
| The subscription | Charged on your chosen dates until you cancel; terms say cancel by emailing the help team; the most common complaint in the UK reviews we read | Pause, change or cancel any time from your account, or just email us |
| Getting your money back | 60 days from your first delivery; first-time UK buyers only; one claim per household; may ask for sealed tubs back | 60 days from delivery, for any reason; email us and keep the tub |
| What's in it | Glucosamine, chondroitin, MSM, green-lipped mussel, Boswellia and fish oil; no hyaluronic acid, vitamin C, vitamin E or zinc listed | All six key joint actives, including hyaluronic acid, plus vitamin C 33mg, vitamin E 24 IU and zinc 3mg in every chew |
Our recommendation: if you've been caught out by PetLab Co's subscription, struggled to get a reply, or want hyaluronic acid and vitamins C and E alongside the core joint actives, switch to MedPaw. Swap rather than stack: stop PetLab Co 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.
PetLab Co's rating, in context
PetLab Co is rated 3.9 out of 5 on Trustpilot from about 14,800 reviews, with 69% at five stars and 14% at one star (checked 8 October 2026). Most of those reviewers are in the US: UK reviewers alone give it about 2.5 out of 5 from 207 reviews. The headline score also covers PetLab Co's whole range, including its dental and probiotic products, and its UK joint chew page shows no product rating at all. So the 3.9 tells you little about what UK buyers of the joint chew experience.
To be fair to PetLab Co, reviews of its joint chews are mostly positive, each chew lists more glucosamine, chondroitin, MSM and green-lipped mussel than a MedPaw chew and adds fish oil, and it replies to 99% of its negative reviews.
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
PetLab Co's reviews show a brand whose joint chews please plenty of owners, mostly in the US, but whose UK buying experience leaves a steady stream of customers frustrated by unexpected subscriptions, unanswered emails and a guarantee that only covers first orders. If that's you, MedPaw is the alternative we'd recommend. For a side-by-side with another big brand, read our YuMOVE vs PetLab Co comparison, or see how long joint supplements take to work and the best joint chews for dogs in the UK.
More on PetLab Co: how to cancel a PetLab Co subscription, MedPaw vs PetLab Co and what to do if PetLab Co Joint Care isn't working.
What are the most common complaints about PetLab Co?
About eight in ten of the UK one and two-star Trustpilot reviews we read were about the subscription: thinking they'd made a one-off purchase, unexpected charges and trouble cancelling. Other complaints were about customer service not replying, seeing no difference (mostly with other PetLab Co products), stomach upsets with the probiotic chews, and delivery.
Is PetLab Co any good?
Its joint chew reviews are mostly positive, and it scores 3.9 on Trustpilot overall. But most of those reviewers are in the US, UK reviewers give it about 2.5 out of 5, and their complaints focus on subscriptions and customer service. If those are your concerns, MedPaw is a soft chew alternative with a subscription you can cancel any time and a 60-day money-back guarantee with nothing to send back.
How do I cancel a PetLab Co subscription?
PetLab Co's terms say you can cancel at any time by emailing help@petlabco.co.uk, and its product page says you can manage or cancel online. You're billed before each order ships, so cancel well before your next order date.
Does PetLab Co have a money-back guarantee?
Yes, for the joint chews: 60 days from delivery of your first order. It only covers first-time UK buyers ordering from petlabco.co.uk, one claim per household, it doesn't restart with later deliveries, and PetLab Co may ask for unused, sealed tubs back. MedPaw's guarantee lasts 60 days from delivery, for any reason, and you don't need to send anything back.
What's the best alternative to PetLab Co?
If you've had subscription problems or want hyaluronic acid, vitamins C and E and zinc alongside glucosamine, chondroitin, MSM, green-lipped mussel and Boswellia, we'd recommend MedPaw Hip & Joint Chews. Swap rather than stack, and give it six to eight weeks.
Can I switch from PetLab Co to MedPaw straight away?
Yes. Stop PetLab Co and start MedPaw the next day. There's no need for a gap, and you shouldn't give both. Check with your vet first if your dog takes any medication.
