Chewy.com Reviews

I felt that I should do a follow-up. Unfortunately, our cat's prescription cat food still did not arrive from Chewy. Furthermore, I could not speak to a representative from On Trac, the delivery service, they were having technical phone troubles. I did call and complained to Chewy, as well as many of their other customers did. Our cat needs a prescription in order for me to purchase his food. Our cat is in renal failure, so his food is really important to help maintain his health. Our cat's food is difficult to find locally, so I order it. Chewy is in Nevada, close to our home, so our cat's food is usually delivered quickly within two days with no problems: however, recently I did start to have problems, so I did let Chewy know.

I had to make a special dinner tonight for my dog of grilled salmon (He's not complaining) because his auto shipped regular food was not delivered over 10 days after it was shipped. I'm not sure if the blame falls on Chewy or FedEx, but I can get the same bag of dog food delivered for almost the same price through same day delivery of Prime now. Auto-ship through chewy is canceled. Will not be ordering through them anymore.

I ordered December 1st. Dog food and some treats. I was going to be out of dog food in about 3 or 4 days. I waited till the 4th and still no dog food. I track the package and it said it would be delivered on the 6th. So I went and bought some food from the store. The 6th rolled around and still no food. Checked tracking again and it now said the 8th. I called Chewy and the lady said there was nothing she could do because it was Fedex fault. I cancelled my order and she said it would be 3 to 5 days to get my money.

I have been using Chewy for over a year now. I live in Pennsylvania and I'm located about 20 minutes from one of their warehouses and about one hour from another warehouse. Usually my orders have been received within two days of placing my order and sometimes they miraculously have arrived within 24 hours! Not this time. This time I placed my order on December 3. We ordered items for a foster dog we were picking up on 12/6 along with some food for our other dog as well. It said it shipped from Dayton, OH on 12/4. The tracking showed it would be delivered on 12/6. The morning of 12/6 the tracking changed and said it would now be delivered on 12/7.

I ordered dog food from Chewy on 12/1/19. It stated that it would ship in 1 to 2 days. So I expected the food by Wednesday, December 4, 2019 since I ordered it on Sunday. The food did not arrive on Wednesday. Nor did it arrive on Thursday, Friday, Saturday, or Sunday. In the meantime, I had called Chewy.com 4 or 5 times to see what was going on since my previous experience had been good with no problems in delivery. I also had emails with tracking promising the food would arrive on Saturday, December 7, 2019 when it finally had shipped. It never arrived. I had another email stating it would arrive on Sunday, December 8, 2019 and again it never arrived.

For the first few orders we received from Chewy.com we were pleased that they arrived in 2 days. The orders shipped from PA and were delivered to my home in CT. The last order was placed on Thursday. It's Sunday and the order hasn't been delivered. I am being told that the order will be delivered on Tuesday this coming week!!!! Of course the response from the chat group is the usual BS.... "OH WE'RE SO SORRY BUT IT'S THE HOLIDAY SEASON AND SHIPMENTS ARE LATE...."

I have ordered a few times from Chewy.com for my dog. I get treats a couple times a year when they have a good sale. I also have a autoship set up for a medication (chronic condition) and have never had a problem. Also I did a lot of shopping around and they had the best price for the meds. I did have an issue with one order (treats) and contacted customer service online and the problem was resolved within minutes, above and beyond what I was expecting.

I was a loyal customer, loved the products and service, but something happened lately. My autoship order was not shipped as scheduled, was not delivered on time (still waiting for it). The customer service that used to be perfect is now awful, including a supervisor. I had for file a complaint to BBB and jape to get some answers from Chewy headquarters. I don’t trust this company anymore. I’m. Prices are not so great specially on prescription drugs. I can get the same price from my vet. The customer service is very bad. So sad, used to be a great company.

I have bought from Chewy for about two years. In the beginning I had a few problems with the items not having any packing in them and things being crushed. They finally started using brown paper sack material which helped some. I learned that to keep my dry food and bird food safe to set up a separate auto ship from the canned cat food. They did and it was OK until last four months.

I've been a long time customer of Chewy's and have my orders on a weekly auto ship. I've had delivery problems in the past but those were resolved quickly. I placed an AUTOSHIP order on 11/27/19, it's 12/8/19 and Fed Ex can't find updates for the tracking number. Received all but one of the cases of cat food. I don't drive so I rely on deliveries. I have been calling end emailing about the lost shipment for the last week. I had to contact FedEx myself and place a trace on the package. The customer service reps cannot read and comprehend a simple email. I was able to replace the lost cat food in just 24 hours thanks to Amazon. Customer Service used to be great at Chewy's but not anymore.

I placed an order with Chewy on December 5th for medication for my cat. I received an email saying that it would ship that day and I should receive it on the 7th or 8th of December. When I checked the status on the 7th, it said I would receive it on the 8th and that it was on its way. When I checked the status on the 8th, it said that I would receive it on December 11th! This is a much needed Rx and they have displayed the fact that they cannot be trusted to back up the information they deceptively provide to the customer!

I will not be ordering any more items through Chewy. Once I placed my order I was charged my full amount of $78, then 2 hrs later get another charge of $48. When I called I was told they charge the entire amount and then charge again as each item is shipped. After 48 hrs or so the original $78 charge should drop off. However in the meantime they are double charging me and I cannot use those funds, so my other items and bills I have coming in will be rejected now. I was told that is just the way they do things. If you don't want to be charged double your amount on your card, I would recommend ordering through a different site. I know I will never use them again and I do most my shopping online.

Late delivery on December. My order is delayed with no promise of delivery date due to holiday month. That was My reply from chewy customer support. So I'm supposed to accept that? Try explaining that to a giant breed dog. The order is wee wee pads. Really disappointed.

I ordered a product for the first time on December 3, 2019 with the intention that I would get this product in 2 days as they stated on their website. I only ordered from them because the price for this item was discounted for Black Friday and they stated it would be a 2 day delivery. Now I am forced to wait at least 7 days. They state it is due to the Thanksgiving holiday and the weather. I am not sure this is even a legitimate company at this point.

So, on Dec 3, I ordered my dog some food and some other stuff so that my order was over $49 to qualify for the free 1-2 day shipping. Yeah!! So much easier than driving to the store. Dec 5 rolls around, and I check the order status, since I just put the last bit of food in his dish and I want to see if it gave a time window for delivery. I find out, it hasn't even shipped!! Of course, I sent my car to the shop and it wouldn't be done until the next day. I live in a rural part of the world, so the store is not within walking distance, there is no bus, or Lyft or Zipcar or Postmates or anything like that. So, I am stuck. My dog ate hamburger that night, which he appreciated until the next morning on the walk.

Permanent rescheduling of delivery dates without notice. For a long time they could not agree with the clinic permission to sell diet food for a cat. It turned out that they sent the request to the wrong clinic. If possible, avoid this store. I ordered the 1st, until today there is still no delivery, although my cat after the clinic needs specialized feed.

I am a brand new customer to Chewy. I created an account and ordered one 25Ib bag of dry dog food with 3 cases of wet dog food. I received an email the very next day advising that my information needed verification prior to the order being released. I called in immediately and provided the needed verification of shipping address, order amount etc.. I was then advised by customer service that my order would be released. Today, I receive another e-mail from Chewy advising that my order cannot be processed and I must contact them within the next 24 hours otherwise my order will be cancelled.

I have been buying from Chewy.com for 2 years. Some of the time the order is correct and some of the time the order is destroyed in the box. BECAUSE they use a HUGE box that ships 1/2 empty. What do you think happens to a bag of birdseed when a 40lb. bag of dog food is rolling all over it...what a mess. I have filed this complaint on live chat 3 times. Today I finally was told that they can TAKE the customer complaint but they can't do anything ABOUT the customer complaint. I asked if someone could contact me about all the damaged items due to untrained packing people in the warehouse and the rep told me that chewy NEVER contacts its customers about "customer complaints".

I have never experienced a better customer service than what I've received from Chewy. I have ordered from them for the past few years and have had great customer service each time I called them. They are always very nice and helpful. I like how you can change your auto ship dates and how fast their delivery is. They have great quality toys and a large selection of dog foods. There was a time when I found out my fur baby was allergic to his food and treats and they gave me a refund and told me to donate it. Wow! I couldn't believe it...you don't find this kind of customer service anywhere else! I donated all the food and treats to Diamonds in the Ruff on behalf of Chewy. When I lost my dearest fur baby due to cancer a few weeks ago, they were so kind and sent me a beautiful flower arrangement and card. Thank you so much Brittany for your thoughtfulness and heart-felt words.

I have to say Chewy will get A++++ for service. They are absolutely the best with their customer service. They are my #1 place to order. They are most compassionate and understanding with your pet needs. I highly recommend them.

My new 4 foot cat tree is awesome. I paid under $50 including shipping. I saw a similar one at another store for $110.00 that wasn't as nice. I shopped around and online and found many of the same thing for up to $200.00. It included a base, 4 scratch posts covered with rope, 1 cubby with 2 entries and a platform in front of the cubby, 3 platforms and a hammock and stairs to the first platform. It's in a dark brown which is essential having a black cat. Most of the ones I found were cream in color. I would highly recommend Chewy for your pet supplies.

I have three ferrets at home who only eat a specific mix of food that of course I can only buy online as there aren't any pet stores in my area that sell what they eat. I ordered with plenty of time to spare under the impression that the food would get here by the delivery date of December 4th. Usually Chewy is very good about shipping and delivering within two days, but with the holidays I wasn't too concerned about the extra shipping days (also why I ordered early).

They used to be good. Their shipping and promises of 1 and 2 days is gone. I don't know what happened to them. Used to be a great company. Ordered days ago. Still has not shipped out... Their excuse, "I am sorry." This is the last and final order for this company. Been though this before..

When I called them, a person answered the phone within 2 rings. No automated system! I had ordered puppy dog food, not knowing the next day when I took my puppy to the vet, they would tell me it was time to switch my puppy to adult food (he is now over a year old). I called to see if there was anything to be done, and the representative was so helpful. She cancelled my order and put in a new one, and even made sure I kept the discounted price that I received when I originally put in my order. The whole experience was so quick and so helpful. I will definitely be a returning customer, because I want to support any business that has great customer service. Very impressed!

Evidently they don't plan well for sales and/or holidays. Instead of managing busy times with enough employees, they just ignore their promise of 2-3 day delivery while you sit and wait and wonder. Unacceptable, I buy common food and will start purchasing locally.

I truly LOVE LOVE LOVE Chewy! They are honestly the best! From the customer service, to sending hand signed birthday cards, to quick delivery, not to mention their prices beat everyone else, why would you go anywhere else! Thank you for being there!

I am filing a second complaint against Chewy.com. I placed an order with them and they put a hold on my account for the full billed amount. When they shipped the first part of my order, they billed again for that part. I called to see what happened and the agent stated the hold would come off when the second part shipped (in 25-48 hours). It took 6 days for the second shipment. They charged me again for the second part and the hold now 2 weeks old has still not come off. I submitted a claim to my credit card but it takes 45 days to be investigated and removed. This practice of theirs is fraudulent. I was never informed of the 'hold' when placing an order and they lied about the timing on it. They need to be shut down because they are a huge company and are doing this to every customer to have extra cash on hand for their business.

I'm a bit disappointed with Chewy this time. I changed my shipping date to have my dog's food come in just before we would run out. In this case I had them scheduled to ship 12/2. As of 11/30 they said that I needed vet approval since the prescription expired. It has only been 6 months. Anyway, my vet faxed over the info on 12/1. As of 12/2...they had not received it. Since I was at the vet I had them fax the prescription again, still to no avail. I called Chewy right there at the vet, the vet tech talked with Chewy and confirmed that they were going to ship today 12/3. It is now 4:00 and it still hasn't been shipped. I called again to find out what was going on. I guess the Black Friday customers were given precedence over the auto ship customers. I'm still waiting. I may now have to buy my dog's special diet food elsewhere until I can get my order.

My 12 year old boxer sadly suffered with horrible food allergies. He was allergic to chicken, beef, rabbit, kangaroo, pork, rice, potatoes, peas, corn, wheat, etc. To make matters even harder, once we found a food that worked for him, it would work for only about 2 years until that made him sick, too. Even veterinarian-prescribed foods made him sick! His doctor told us that we would be lucky if he lived past 7. Our sweet dog lived until 12, far exceeding the typical lifespan for a healthy boxer! I give a lot of the credit to Chewy. Not only do they have expansive dog food options, they have filters that help you easily find what will work for your dog. There have been several times over the years that I've been trying to find a new food for Diesel, only to find it didn't work after a few days of trying. In each instance, Chewy refunded me in full and told me to donate the remaining food, which I always did.

I have been using Chewy regularly for a bout a year now and had been impressed with the service and quick delivery. Emphasis on “had been.” I am thinking our relationship is over. I placed an order for cat and dog food which, according to the tracking, was “out for delivery” locally 3 days ago but was inexcusably delayed 3. Wait. 4?? times. WHAT?? I phoned earlier in the day and was told it was once again “out for delivery” and I should have it by the “end of the day,” but if I did not have it by 8 pm, to call. Guess what? No delivery.

Chewy was having a sale entered several items into cart and when I went to check out prices tripled! Live chatted and told Oh that's why it's called a Flash Sale.? I have been buying my pets food with them for years. But no longer. Total RIP OFF!

My cat treats were open and distributed in the bottom of the box as powder. I emailed the company. Within 20 minutes they responded and hoped my fur babies were not too disappointed. I had a new bag of treats in two days. Now that’s first class service! Love this place and so do my babies.

This is for the entire company. I have used the Auto-ship feature for a few years. 2 weeks ago, I had to put down my cat Rags due to kidney failure. She was 19.5 yrs old and we shared 18.5 of those years together. I cancelled the auto-ship and told Chewy why. Well, on 26 November 2019 I received a bouquet of flowers from Chewy with condolences for the loss of Rags. Never heard of this before, but it shows the type of company chewy.com is.

I have called customer service with a problem a few times and was always satisfied with the outcome. But when I called last week to cancel my auto ship because my dog had passed away unexpectedly the person on the other end of the phone (Christina) was so kind and caring. She not only cancelled the auto ship but she refunded the order I had received a week ago and then today I received flowers from her. I am so lost for words about this company and the great service that is giving to the customers. Thank you chewy.com and Thank you Christina. Dana. Mom to Drako. RIP 11/21/19.

I started using Chewy.com over a year and a half ago. I unfortunately lost my dog, but already received a big order for her food and treats from my autoship. I called chewy to ask if I could return the unopened items. The lady was so sympathetic and empathetic towards me it was amazing. She then even told me that chewy would reimburse me for my full order. I couldn't believe it. I was very grateful. But chewy didn't stop there. I came home a few days later to find flowers at my house from chewy stating their condolences for the loss of my baby Lilly. Thank you chewy so much for valuing your customers.

I’ve used Chewy’s Customer Service several times now and I have to say that they have been wonderful every time! In an age where customer service is frequently lacking in most companies, it is a pleasant surprise to deal with people who really do their best to help you in a kind and friendly manner. For this reason alone, I would recommend Chewy to anyone and will continue to use them.

I've been using Chewy for a year now and their customer service STILL astounds me to this day. From our first purchase with them chatting about my new puppy to just yesterday... I ordered food and opened the packaging just to find out my dog is allergic to one of the ingredients. I called Chewy and WITHIN THREE MINUTES the team member had refunded me the money, told me that she would hate for my dog to have a tummy ache, and encouraged me to donate the opened food to an animal shelter near me. All of this without hesitation! AND TO TOP IT ALL OFF, I placed an order with them for another bag of food and it was delivered to my door in less than 24 hours. Chewy is an amazing brand that not only does incredible charity work, but genuinely cares about their customers. I will never use another pet supply platform for my pets' prescription, dietary, and toy needs. THANK YOU CHEWY!!!

Buyer beware! When you place an order with this company they put a pending hold on your order for the full order amount rather than just taking payment. Then they ship parts of your order and charge you separately for shipping and for each amount. So while your pending funds are still holding, they keep charging you again for the full amount plus more shipping. There is zero notification that this is how they operate. I will never shop with these deceitful bastards again!

We've had dogs/cat for decades. I used a competitor (but who don't carry dog food) for decades. Their reputation is great. Never had a problem with them in all these years. BUT, I prefer Chewy.com now. My friend has a lot of dough and can afford to go online and order whatever she wants. I'm not in the same financial position, so I was incredulous Chewy was going to be affordable. My standard order is flea/tick and heartworm meds. Getting dog food at a price I can afford became tough and I was very concerned about shipping costs. I reluctantly gave Chewy a try for all the things I need. I'm really glad I did.

I have been ordering food, treats, and accessories for years. I have to admit the customer service at Chewy.com cannot be beat. I have only had a few incidents that I needed to contact them but they are always very quick to respond and will correct any issues even so far as providing refunds when the problem was not actually their fault. I won't buy my pet supplies anywhere else!

I called Chewy.com on 11/17/19 the day after our family suddenly lost our sweet 11 yo Lab names Macie Lou. I was exhausted and heartbroken. I inquired how I might be able to return the items that I had just received only a few days before. The lady in customer service could not have been more kind, sincere and compassionate. She cried along with me and offered so much comfort. She refunded my items and asked me only to donate them to a shelter to help other dogs awaiting their forever homes. I was so grateful for her time, and sincere comfort from her.

Over the past year, I have ordered numerous products from Chewy. The reason that I strongly recommend them:

I thought it was me at first messing up the autoship dates but when I took a good look at them it was Chewy's fault. They dont know what they're doing, neither do they care. My furbaby takes an important heart medication called **, come time to autoship Chewy runs out of it, what??? A big billion dollar business running out of a heart med. There was no call from Chewy to apologize or give me an alternative. I had to scramble to my Vet to get a few pills to cover him. Then I noticed the pills were back in on the Chewy website but they did not ship them out to me but planned on the next month shipment to late.. What... I called them up and got a gal who yawned her way through it and could care less if my pup lived or died she was just there for a paycheck, I asked to be put through to a Supervisor after 10 minutes I hung up. I'm going over to Pet Meds screw Chewy. My furbaby suffered at the hands of these callous monsters who only care for the DOLLAR.

Chewy advertises delivery to your front door. I order 48 cans of dog food at a time. Chewy use to deliver to my door. But not anymore. I live in a high rise condo building with 3 high rise buildings in the complex. Chewy left the 48 cans in front of the mail boxes on the first floor. I called and complained. There are three stairs from the mail boxes to the elevator. Then the next time it was delivered to the condo office in another building. I called and complained. They gave me a replacement order and a $50.00 credit. The replacement order was also delivered to the condo office in another building. I called again. I was told FEDEx can deliver wherever they want. So if I lived in a house FEDEX could deliver the dog food to the house next door. Is that right Chewy. Just in case Chewy doesn't know this 48 cans of dog food is heavy! Going elsewhere...Bye Chewy.

I ordered a car Dog Carrier but upon arrival, it didn't fit. I "chatted" with Chewy and they said, "keep the carrier and donate it to a pet rescue" and they will refund my money to PayPal. I thought that was very cool and donated the cage to a local pet rescue. After waiting about 4 days, I reached out to Chewy to inform them that the refund never hit PP. They said there was a problem on their end and would resubmit. Another week goes by and no refund! I chat again and they say they are new to PP and will cancel and resubmit. After almost another week and many, many emails with incompetent staff and supervisors, I had to file a claim with PP. It took PP less than 24 hours to rule in my favor and give me a refund. I informed Chewy and they cancelled my account!!!! Go somewhere else!!!

I bought a Hurtta warning suit for my dog. I got the suit and it was too big for my dog so, I called for a return slip and was told that they just refunded my money ($63.50). When I asked about the return slip I was told to donate the suit to my local shelter. This warms my heart knowing the suit will help out a dog in need. Thank you Chewy.com. I will be a customer from here on out!

I was promised a prescription dog food for 2 senior labs. Aged 14 1/2 and 10 1/2. I first want to say that I am a customer for a very long time time with Chewy. I have had delivery issues with them for over a year. I tried ordering even earlier so I would have the many products I use from them including prescription medicine, probiotics, heartworm medicine. I have tried everything to get my products on time but they use FedEx which is the worst as they tell you a day and many times it will come so late at night, after 8 pm that it means an additional day.

I have been a Chewy customer for 5 years and am constantly amazed by their excellent customer service. Whether it was a product sent to the wrong address (which was my fault not Chewy’s!), a change in my auto-shopping pet food order due to my pet’s health or any other issue that might arise, Chewy has more than made it right — frequently when the problem was not of their making. On top of the excellent service, the representatives are lovely people to interact with and clearly love pets. I can not recommend Chewy highly enough.

Chewy is by far the most understanding and giving company. Their customer service is by far the best and they are available 24/7. I will forever and always order from them! I had to return a jacket for my dog and order a smaller size and they gave me the option of donating the jacket to a shelter or another dog in need. They truly care about their customers and animals. Again, I will be ordering from them every time because of their excellent customer service.

I had place and order with Chewy.com and notice that I had 4 charges total. The original charge of $68.91. The other 3 extra charge were added. Scared the hell out of me. Thinking someone stole my card. I decided to call Chewy cause I didn't see those extra 3 charges in the app. On the 68.91. They said the first original was charge and then the other 3 separate charges of the item were billed separately. Eventually it should go away in couple of days later. They had withdrawn double the amount. I told her that it was illegal and without my consent that was stealing without my permission. In California I would of report it as fraudulent and it does not specified that they could double to see if I had any funds. Maybe that's what you guys do in Florida but here it's illegal. She recognized that I was right. But that's what they do.

I received a package from Chewy.com and I didn’t know what it was because I’ve already received my dog's medication so I opened it. WOW THIS MADE MY DAY. Daylo have put me through some things over the last 3 month. He’s old arthritis in three legs, cancer can’t or won’t go up the doggie ramp, lost his hearing. I’ve cried way too many times because it’s hard to see him like this but then his good days come and I say “He’s ok”, I know he’s not, but today I’m ok. I got this package and I opened it WOW, I see a portrait of my Daylo. No bill, no notice just a portrait of Daylo on a canvas, that I will cherish for the rest of my life. Thank you.

These guys are the best, I would totally recommend them for your pet needs. I have spent tons of money there and They really deserve 5 stars. Customer service is the best. I wish more companies were like Chewy.

I've been using Chewy.com for almost 2 years now. This is the second time I had a issue with Chewy Pharmacy. If you like the short version of this review, just scroll down. I've placed an ordered on Interceptor Plus and Simparica for my dog on Monday 11/11 and was expecting to receive it on Friday or Saturday. On Thursday 11/14 at 12pm, I've received an email from chewy.com - One of the medication (Simparica) has not yet been approved by my dog veterinarian so therefore they will cancel this medication from my order within 24 hours.

After over a decade of dedicated service with Chewy, sadly discontinuing service as the company seems to have changed hands or ownership. Extremely disappointed to have reported numerous issues with Chewy in regards to NJ Fed Ex Home Delivery service that have gone unresolved and Chewy is unable to correct. Packages instructed to shipper to be left under covered protection of front door have been continually ignored and shipper leaves a few feet away for convenience dumped in the driveway up against garage doors blocking access and leaving packages exposed to sun, rain/snow, theft. Numerous attempts to Chewy to resolve with shipper have been unresolved and lacked demonstrated sense of urgency. The loss of a long-time customer is unimportant to Chewy to resolve with their dedicated shipping service in NJ. Completely disappointed in shipping resources and lack of alternate service to select.

I purchased several sweaters for our dogs, unfortunately, they were much too big. I contacted Chewy.com and they took care of refunding the purchase price immediately. I am very pleased with this company and will buy from them again.

I have placed several orders through Chewy.com and I'm very pleased. They always have the best prices and orders are always received timely sometimes even the next day. If ever an issue - which I've had a few (my fault) - they gladly assist and resolve the issue. Also FYI PetSmart price matches Chewy.com since I believe they are partners????

I have had a couple orders wherein the product was substandard; one case was a dented can, another involved dog combs that indicated "fine teeth" but arrived with widely spaced teeth. In both cases, Chewy went over and beyond other companies with which I've dealt, and they have sold me on their desire to please their customers. Best of all, I just found out they're publicly traded! GO CHEWY!!!!

I bought a no-pull harness for my dog and then decided she really didn't pull and it seemed like overkill. So, with buyer's remorse, I asked Chewy.com about returning it and they responded quickly with return instructions. Somehow, though, the harness got mixed in with my hat and glove box and got put away for the summer! Just pulled out the box and found the harness, tags still on. So 8 months after purchase, I wrote an email to Chewy.com, with some embarrassment, asking if I might still return it. I got an email back in FIVE MINUTES letting me know that credit was applied! And then they told me that instead of mailing it back I should donate it to a shelter! They said it was a good opportunity to pay it forward and help pets in need. I always liked Chewy.com, but now I LOVE THEM!

If you have a bigger shipment then they will break up the cost and take it out of your account that way. I suggest don't worry if it says an off amount was charged. As long as it is still pending then it's okay. Once the item is shipped and delivered it fixes itself. Also, they can't do anything while it's still pending. But they got really fast and friendly customer service. I had to email about this and my email had an error and I thought never sent but did. It did but it took like two days. They emailed back and I responded and we had a whole convo. No more than 9 mins to respond back. Anyway, I thought my original email didn't go through so I called. They picked up right away. I thought I would have time to figure out what I was going to say. Lol. The man was super nice and helpful. I love this site so much.

I ordered a lot of different things from Chewy for my tortoise and one item came broken. I emailed them and they got me a replacement the next day. They have a large variety of different things for all sorts of animals. I was disappointed at first but then I was impressed when I had a replacement less than 24 hours later.

Placed an order on a Friday evening. The money came out of our account as expected. This was a larger order. Spend over $100. The next morning find out they had taken another $36 out of our account. Called customer service. The man we spoke to said there was nothing he could do. To wait till Monday and the money would be back in our account. Called back and spoke to someone else. This time was told they had fixed the mistake and the money would be back in our account in just a few hours. Waited the few hours and checked our account. They had taken another $56 dollars out this time. I called back and the lady told me that when I placed my order they did not have it in stock at the shipping facility. They had to break it up into 3 shipments. She continued to tell me that when this happens they automatically charge your card again for each amount. That after it ships they release the hold.

We have been going through Chewy.com for years and they are absolutely phenomenal. Their customer service is tentative and so kind! They're understanding and put the customer/animals first. Their response is to donate the food, help further animals out, amazing!! We love this company!!

I wanted to express my sincerest gratitude to all of the staff at Chewy.com. Our dog Leela who was a huge part of our family, passed last week and I couldn’t even speak to call and let you know that we needed to cancel the order. I had decided to just send a message to the person on the 24 hour chat who was so very kind and didn’t ask any other questions and immediately canceled the order. I come home on Friday from work from a very emotional week and at my doorstep was a beautiful arrangement from Chewy.com. I was seriously touched and besides myself. Not only were you all fantastic with her deliveries right up until the very end, you impressed me. In this day and age, most companies would just delete our account and we’d never hear from them again. You guys went above and beyond and showed us that you truly cared. Thank you so very much!!! If we decide to get another pup in our future, you will be 1st to be contacted!!!

After attempting to order TD kills prescription feline dry food from their site, they denied the purchase and required veterinary information. This is news to me, as for the past eight years of buying the product, this has never been required(over two dozen purchases). Since their information is clearly false, I pressed, and a supervisor was called over whom clearly said they would lose their 'special relationship' with the vendor unless it was done as the vendor wanted. So logically, either every time I have purchased this food, stores I have acquired it from decided committing a prescription violation was worth a few dollars of profit, or Chewy is intentionally lying for fringe benefits on their side. It doesn't take a lot of effort to figure out which. Buy anywhere else, somewhere that will treat you honestly and appreciate your business.

I've been shopping with Chewy for what started out as 2 cats for at least 4 years now and they've always been super. A couple months ago they sent out an autoship for a couple cases of pretty pricey cat food for an older cat with chronic kidney disease. Unfortunately a couple weeks after I received the shipment my cat's condition worsened to the point that I felt euthanasia was the most loving thing I could do for him so I ended up with over 30 cans of cat food that I couldn't use. When I called Chewy to see what they might do to help out, they refunded the entire shipment cost. I was simply "blown away" by their kindness.

I purchased on autoship some special prescription food for my 14 year old dog Oliver. Unexpectedly last Friday I had to put him down and notified Chewy to stop the Auto ship. On my front door was a notice from a florist saying to call them. I received beautiful flowers from Shanique and am so touched beyond belief. My other dog passed also three months ago. I have a new puppy and I will do all my purchases through Chewy.com. What an amazing company. I have already texted all my friends about your kindness and to use Chewy.com.

We have been with Chewy for years. We started Chewy For convenience. Then we found out that our black lab had severe allergies. We had an extensive list of foods that she could not have. After going through the list and going through food ingredients it became very frustrating. I emailed Chewy her allergy list and they did the footwork for me. I was very appreciative due to frustration and lack of time period Chewy made it very convenient for us to make sure that our dog was well taken care of period. Also we were on auto ship and the shipment had K had not come in the 3 day. That it was supposed to. So we called Chewy to say that it still wasn't at our home and expressing frustrations due to our dog not having food and it was a special order item. They overnighted a bag of food right away. And then gave us the shipment that was late for free.

I just wanted to share my appreciation for Chewy.com's exceptional customer service. They really go above and beyond to provide the best service they can to help the customers and also the public with their donations. I recently had to say goodbye to one of our fur babies after 15 loving years and came home to floral arrangements left at my doorstep. Thank you Chewy for your condolences. Nobody knows what it means to raise a fur baby and have to make that tough decision to let them go when they're sick. We also appreciate the handwritten birthday cards for our fur babies every year for our remaining cats and pup. Thank you Chewy!

Well, I went to order for a second time from the company because I got a 15$ coupon in the mail off 49$. The CSR was very rude and told me at first that they price match Amazon, and when I told him the prize on Amazon, he told me he didn't see the prices for my cat's food and treats. I asked to speak with a manager, and she was nastier than the CSR and told me to just go to Amazon and order my cat's products. This company has gone downhill fast, and they raised the price of their products monthly. The first time I ordered, they were cheaper than Amazon the 2nd time they were not. I will stick with Amazon plus I will get 5% off with prime. They need to train their employees on how to treat their customers because Chewy will be closed soon if not!

I have been a consistent customer every week for quite some time always ordering at least $45 each time. McKenna ** refused to credit a Temptations treats item because she said it was free. It was not free and I spent a long time on the phone with a supervisor to fix the issue. I still cannot believe how McKenna ** can work at Chewy because I have always had great customer service. Not sure if I will ever order again because of her.

I called after receiving a bag of dog food and finding some loose in the box. I was concerned about feeding to my girls when I realized the package had been torn so I called Chewy to see what could be done. They replaced the dog food (no questions asked) and asked that I donate the torn bag to a local rescue or shelter. Even had the new bag on my doorstep in less than 30 hours. I will continue to be a loyal customer! Love their customer service!

Items always come crushed or litter opens in box. Yes, I've told them multiple times not to pack the litter with other items. Nope, they don't want to hear it. Until they clean up their act, I will not purchase litter from them anymore.

I went online to place an order for medications for my dog; however the system At Chewy.com returned a message stating my credit card was invalid. My credit card information was correct: I called customer service. Spoke with a representative. The representative try to put my credit card through. She was unsuccessful as well. She explained to me that the Chewy.com system was having problems accepting Visa and MasterCard cards.

I ordered a product. It never arrived. Chewy never told me a thing about it. They never notified me by email or text or phone call that they cancelled my order. When I tried to access my account online at Chewy, the site said to change my password.. I changed it and it said it would not let me access my account and to call customer service. I called and they told me they closed my account. And they cancelled my order. They said they don't know why. They said it could have been that my info was input wrong or that someone was trying to steal my identity and enter my credit card info to order things. Still they never notified me. Oct 19th I placed the order and nothing arrived. I called Chewy on Oct 28th. Not happy with the way Chewy does business. I'll stick to PetSmart or Amazon Prime. Paying a few dollars more for peace of mind is better than this!

I purchased some clothes for my dog on Chewy.com and they charged me for the full order. But since the order shipped in partial shipments they turned around and charged me for each partial shipment totaling the amount of the order.. Mind you they took it upon themselves to go back into my account and make unauthorized charges without my consent or notifying me. When I called them about the discrepancy they informed me, very rudely, that I would have to "contact my bank and then call them back and get a supervisor on the phone and that's the only way they would even begin to credit me back the charges."

I setup an autoship with Chewy.com. First autoship was seamless. Second one never arrived. My pet ran out of meds. I had to call. The shipment was "stuck" because they forgot to list the vets approval on the order. It is very concerning that they don't have their act together. Someone should have noticed that the order had not gone out and was more than a week past the ship date. I will be looking for a new online pet supplier as my pet can't afford to miss meds as she has due to this issue.

I ordered a dog dematting comb. It arrived & I hated it. I reviewed the product at Chewy.com. The next day I received an email from Chewy apologizing for the experience, offering a full refund & asking that I give the comb to a shelter. Who does that anymore? Usually, companies just ignore your bad reviews or try to argue with them. Not Chewy. They not only read my review, but they privately reached out to make it right. I switched to Chewy from Petco & I'm glad that I did.

I ordered a dog stroller awhile back and didn't get to use it as my Grandmother's dog passed before using it. The stroller was brand new and I recently sold it. The wheel broke off and the person who bought it contacted Chewy. Since I still had the invoice Chewy replaced it with no problem. This is a company that stands behind products! I order from this company and will make sure I continue. Thanks for such an upstanding company!

Instantly got hold of a live rep to chat with online. I was returning an item and after I provided some details (the item was fine, just wrong size/material for my pup). The rep said she was going to use her "paws" to create a return label for me (lol!). Then she told me that while she would usually provide free shipping, it would be nice if I could just donate the item to a local shelter! I told her it (the doggy boots) hadn't been removed from the packaging or used and asked if she was sure. Her response was "even better!". She told me the shelters would appreciate the boots what with the cold weather. WOW. Loved that gesture so much... almost made me cry. I called SPCA immediately to see where I could drop them off.

I have sent email after email about my dogs food and treats being busted open when I receive them. It has done no good and it is an ongoing issue. Over the last 3 months they have assured me it would not happen again but today is a prime example of why I will use Amazon from now on.

I ordered a scale in error. When I called customer service to return it, they said they would refund my payment and asked me to donate it to an animal sanctuary. How amazing and unbelievable is that? The scale cost about $50. Chewy will make the sanctuary I am giving this to very happy. I will recommend Chewy to everyone. I've already started telling folks in my office! Thank you, Chewy.

These people working here are pet lovers. It shows in their attitude and care for your pets needs. If you are a fellow pet owner have food, treat or medical needs they are a one stop source. Their brands are reputable, Pricing excellent, service outstanding.

I ordered dog food from them. It was never delivered. Rep told me they shipped it by FedEx. Chewy They claimed failure of delivery was FedEx's fault and did nothing to get the products delivered other than promise to look into it, even though they selected FedEx as their service provider. In my opinion, they are a scam. Chewy said they would refund my payment. I have yet to see a refund to my card.

I have ordered various dog foods and toys from Chewy. They have always delivered in a short time and all products have been as stated. Even when I made a mistake, they corrected it without charge. One day I received a dog water dish that did not fit together properly. I should have called them but I just gave them a low star for that product. Very soon after, I received an email that I would be refunded and kindly asked about my dogs. I and my dogs recently lost our loved one and we were very glad to have each other during this time. Well today I received flowers from Anastasia with condolences about our loss. I have never experienced such an expression of care from a company. I am very pleased with the customer service and the flowers were an added lift to my day as yesterday was the first birthday apart from my loved one as I was feeling very sad. Thank you so much Anastasia and Chewy.

They provided amazing service in every way possible! I am a life long customer from this moment forward, regardless of price! Thank you for your commitment to your customers and their pets. You all are so AWESOME!

If I could give them no stars I would! Everything is shipped in one giant box. The order I just received was 55lbs! I cannot lift without injury, nor can I move or drag the box in. Contacted Chewy (uncaring reps) and they said nothing they can do about it. They can do a box up to 68 lbs!!! Seriously??? They will not ship in smaller boxes. So I guess we can all sue them in small claims court when becoming injured trying to lift box. I will buy my cat food and toys etc on Amazon who has same prices as Chewy and ships free with Prime and you do not have to do a huge order just to get free shipping.

I wanted to get this review out right away for others to see. I had been ordering sub Q fluids for my cat LB all summer from Chewy. He had kidney disease. The shipments were always fast and even if they couldn't be fulfilled with the other products I ordered, perhaps because my vet was slow in approving them, they made up the difference with overnight shipping to make sure they were received in the promised time frame. The last shipment I ordered of 3 bags I never got to open before my dear sweet boy had to cross the rainbow bridge. I called Chewy Pharmacy and asked if I could ship back the unopened box. Not only did they not have me return the fluids, they credited my account in full and were so kind and compassionate about my loss. Then it got better.

Chewy.com has surpassed my expectations in every way. Selection, pricing, customer service, all of it! I found a medication that was less than half of what I was paying my vet for it. If they are ever out of stock they will send you a note when its back in. Their customer service folks are TOP notch! Helpful, knowledgeable, friendly, etc. In the event you need to return something it is hassle-free. When my beloved dog passed away they absolutely went above and beyond what I would expect any company to do. I will be a loyal advocate by spreading the word and a loyal customer of Chewy.com forever. Chewy.com is the GOLD STANDARD! Thank you, Signed RJ ** and Lola girl!

I placed my first order with Chewy this week. I order two 28 lb boxes of cat litter and 2 24 can packs of Fancy Feast cat food. My order came today and I only received the litter. The content label shows all of what I ordered in 1 shipped box, but the cat food was missing. What is really concerning is that I check the weight on the box and it stated 68 lbs. The litter weighs 28 lbs each or 56 lbs. However, no cat food, which I needed. I called immediately to service. While they offered to ship the cat food, I could not wait and just asked for the refund of cat food, which is going to be done. What a disappointment. I guess I still be shopping at PetSmart or I probably just have just ordered from Amazon.

I can't imagine how anyone could enjoy his/her pet as much as those of us who have had Chewy.com to back us up with top-notch products, low-prices and superb customer service. Our second Shih Tzu, LILA, was a mix whom we rescued when she survived her first three years of critical abuse and neglect. Between her indomitable attitude and Chewy's good advice she enjoyed her last 8 years with us, and inspired my 6-year campaign to promote rescues and adoptions to the 120,000 followers of my "Shihtzumania" facebook page, and its accompanying website, Shihtzumania.com. I have never hesitated to recommend Chewy.com to my readers, and will continue to do so, in honor of our late pets, if for no other reason.

This morning I received an email from them with a coupon code for $15 off a $49 order. I immediately used it as I needed some dog food, but it wouldn’t work. I emailed them and they said it wasn’t their code (but it was in their email). I even sent them the original email. They said they would give me 15% off, which wasn’t the same. They ended up honoring the $15 off, but acted like they were doing me this big favor. Turns out I was charged the full amount, despite the invoice showing the $15 savings.

My experience with Chewy.com has been a good one. I have been a customer for about four years. The products I have purchased from Chewy.com have been flawless. I have purchased dog food, heartworm prevention, flea prevention, dental care, leashes, toys and a really cool coffee cup! I shop Chewy for quality products, best prices, great customer service and quick shipping. They also have a Hot Deals section. Their website is user friendly too.

When it comes to customer service, Chewy is the Nordstrom's of the pet care industry!! After re-ordering several cases of a Rx formula dog food, we lost our beloved dog. When I called to see if the dog food was returnable, Jonathan was the kindest, most supportive person possible. Like another reviewer said, I was told that my account would be credited but they didn't want me to have to deal with returning the product during this sad time. I donated the special dog food to our local shelter, where our dog had come from, and then I receive a delivery of flowers from Chewy!!! Incredible. Needless-to-say, Chewy has won my loyalty forever.

I purchased cat food to be delivered to an animal shelter on Sunday, October 13, 2019. FedEx told me someone delayed the shipment - I DID NOT. I've called Chewy 4 times. Their response: "I'm sorry, we'll get back to you." As of today, October 18, no response. The shelter is in dire need of this food and no one seems to care. DO NOT ORDER from this company if you wish speedy delivery. I have no idea where my order of 50 pounds of cat food donated to a shelter is being held.

Recently I purchased medication for my dog and unfortunately my dog passed away. The medication was unopened so I called Chewy asking if I could return the medication and get a refund. They refunded me my money and said I could donate the medication (which I did). A few days later I received the most beautiful bouquet of roses from Chewy regarding our loss of our dog of 18yrs. This company has a heart, I wish more veterinarian offices cared for there customers like this.

We ordered flea medicine for our labrador retriever and it was like pulling teeth to deal with Chewy.com, we were told to send in the original prescription wet signature and we did that however they lost it and cannot manage their business properly. Absolute incompetence and talking to their service representatives was like trying to communicate to the brain dead. Save yourself a headache and go elsewhere or purchase from your doctor, the headache is not worth the savings.

I found out our dog may be allergic to chicken due to a reaction in his ears. Switched his food to a grain free fish diet. Shortly after receiving food, I read that the brand of food is involved in a class action suit questioning arsenic levels. I called Chewy and spoke to a representative. Chewy gave me my money back on that food understanding my concern even though claim's not actually proven yet on that brand. Ordered a new grain free Taste of Wild fish dog food. He loves it and has wonderful ingredients. They always ship fast, very impressed with products and outstanding customer service!

I placed an order or self heating pet beds online. Within 5 minutes of placing the order I received over 10 spam emails. Within 30 minutes I have now received over 25. It is not showing any signs of slowing down. Obviously Chewy.com salls your email to any and everyone. I will never do business with them again.

I have been a Chewy customers for about 3 months now and I wish it was longer! I have had nothing but positive experiences. I have dog food on "auto ship" and it's the best thing I have EVER done. Every shipment arrives quickly and always when they say it will. The customer service is out of this world! I had my latest shipment damaged, in transit. I called in and the representative was very quick to apologize and shipped me a replacement immediately. The damaged item was a package of ** that was shipped in the same box as my 30 pound bag of dog food. The rep sent me out a new box of ** immediately and at no charge.

My dog passed away a few weeks ago and to my extreme surprise, not only did Chewy refund the money of products I did not use (I donated them to an animal shelter), they sent me a beautiful bouquet of flowers. Very classy company. We used Chewy for years and never had a bad experience. They were much cheaper than the vet and delivery was super fast. Thank you Chewy!

I received in the mail a coupon for 20% off any order. So I thought I would give the RX of ** for my dog as she started her itching season again. I made a full order over the phone to a live person- They received all info applied my coupon - than wanted a credit card number after they told me they needed to contact my vet. They did not take PAYPAL? I thought maybe online I could pay with PayPal-my coupon now was no longer accepted with the online order and had to call in again. I did give them the credit card number. Funny after I place the order I had tons of over seas solicitors call my phone that I had to change my phone number.

I have been a customer of Chewy before they became Chewy. This company used to be Pet food Direct. For the past two years, Chewy's customer service has become the worst I have ever experienced. Packages of food and supplies left on my garbage can, packages delivered broken, toys delivered broken. Items were missing and when I called to complain which has been many times, I was received with cold and sarcastic comments such as "hum, I see!", "Got you!" and "Oh! we never deliver used toys!!!" Oh! YES you do, because I have been the recipient of several of then.

We had an account set up to receive canned cat food for our cat on a monthly basis. Our Cat passed away and I called to ask if I could return the unopened case for a refund. She told me she would refund the entire order and I should donate the unused cans to a shelter. She was very sympathetic on the phone and I felt like this was a company that cares more about pets than turning a huge profit. If we adopt another pet, Chewy will be where I order all our food and supplies.

The first order for medicine took a week to even contact our vet. And then another week to get the medicine. So our vet sent in a prescription with refill next time. When I ordered refills it took Chewy 3 days to tell me it was out of stock. When I called they told me it was out of stock at customer service, the pharmacy told me it was out of stock at one of their warehouses and that they cancelled the order. When I spoke with a Lead person he told me no it was not out stock and yes the order was cancelled by Chewy. I told him it better get fixed. He said there was nothing Chewy could do until I placed another order. I told him I did not cancel the order and that Chewy needed to fix the mess it made. Bob the pharmacist needs a new job. His customer service skills lack and he has no clue if a medication is out of stock. How can he fill a prescription. Really. Still waiting to hear back from chewy.

I got a new kitten and thought ordered $416 worth of things for my kittens. They recharged me and now my credit card says its balance is over $800. It’s been 5 days and charges have not fell off. I will never do business with this company.

I placed my order and was satisfied until I realized they charged my credit card twice. I called customer service and the lady told me they pre-authorize my payment and then they charge again once the order ships. Twice the money has come out of my account. She told me once the order is delivered it will be back in my account within 48 hrs. Hello dumb **. Take the money out once and don’t charge me twice. Make sense to most people. I deal with this company all the time and all the headaches I hear is ridiculous. I will never order again...

There seems to be no way to get the widely advertised 30% discount applied to your first auto order. In several chats with customer service, I was told the thirty percent will not be applied if any other discounts appear. However, the website auto includes a 5 or 10% discount. Hence, there seems to be no way to get the 30%. It's only on the first order, so it's not that much money. I am just tired of scam advertising.

Having had problems with the delivery of my products. I called the hotline. The person I spoke with basically told me to do what I had to do and offered no solutions other than to shop elsewhere. So if I am told to take my business elsewhere I will do so.

This company gives you a low ball price to get you on their site, then they jack up the pricing by 200% after you purchase one item. Buyer beware of this terrible company. Their customer service people do not care one iota about their customers, one even threaten to disconnect me from the chat. Horrible service.

I recently made an order with Chewy.com that didn't go through on their computer system. It was an honest mistake as I assume huge numbers of orders pass through their system. However, not only did they go out of their way to make up for it, both in words and ACTIONS (refunds, shipping etc.) but the staff in the Kentucky store went out of their way to write me a hand-signed card—with multiple signatures—of apology. If more companies followed this human model, they'd have a lot more profits. Bravo.

I have ordered through Chewy.com and always been pleased. In fact, I recommended them to others. However, my last experience with them upset me so much that I will never use them again, and it prompted me to write my first ever review. I ordered $157 worth of product. The charge immediately appeared in my pending charges in my bank account like always. However, the next morning, that charge was still there, but so was an additional $147 charge that I did not make. Understandably, I was upset and called.

I have been using Chewy for years to order dog food, it’s so convenient. I recently made a mistake and customer service was SO FAST at fixing it for me and they asked for a photo of my dog, a few weeks later I received a handwritten note and a little painting of my dog from them!!!! I absolutely love this company. They go above and beyond and are so accommodating.

I order supplies for my animals monthly and have two different auto ship deliveries set up...depending on what is needed I tweak them accordingly. Nonetheless, I was out of town on an extended trip and the auto ship was delivered with two 16 lbs of unneeded bags of food. I called and explained it was an oversight and asked if I could return the food. The Chewy representative said of course and proceeded to process the return. She said my Visa was credited $79 plus for the bags of food and to please donate them them to a local shelter. WOW. I didn't know what to say. Clearly this was not what I expected... hence my review. CHEWY not only is a professional competent affordable service but they are compassionate! Hear Hear!!

PHARMACY staff not well trained. Rude. Very unprofessional. I question that they really know anything about a RX. I care about my dogs RX as much as I do mine. I would expect a CHEWY pharmacist to be knowledgeable. Best go someplace else for RX.

The Pet Republiqie cat dematting tool with 12/23 teeth is highly rated. The smaller version with 6/11 teeth is available at many places but the larger one was only listed at Amazon and Chewy.com. Decided to give Chewy a try. But I received the smaller 6/11 size even though their description showed the 12/23 size. Won't order from Chewy again.

Chewy has amazing brands! And amazing prices!! Cheapest place to buy dog food by far! Everyone should buy from here! :D Now, did I get your hopes up? If you’re not American. Sucks to be you. So I would buy from here and I have 7 pets. But I live in Canada so I am unable to order it for my babies... :( Not a fan.

Totally unreasonable for internet shopping to require your bank information verses a REPUTABLE prepaid card from Walmart. Chewy refuses to allow any purchases with a prepaid card. I for one do not put banking information on the internet and this card is designed to keep people from having to do just that. No notation as to that fact - will just say invalid number. Had to called card customer service to find out why Chewy was doing this. Then Chewy tells me to try shopping with their affiliated business. As if....

Every time I order from Chewy, I have an amazing experience. During the holidays I even received a handwritten card! Their customer service gets you to a live person immediately, and they are very helpful. On my last order, I forgot an item and they added it to my order right away, and it didn’t even delay the shipping. Their prices are great, and the app makes it so easy to reorder or to find new items. I am blown away at how personable and delightful this company is.

I receive my pet's ** through Chewy.com. I have signed up for their auto pay program which automatically bills me for ** every 3 months and ships it right to my door. Recently I moved and forgot to change my address. I had mail forwarding through USPS, but USPS ignored my mail forwarding and delivered my package to my old address anyway. I couldn't get a hold of USPS because their wait time for customer service was so long. I decided to contact Chewy to see if there was any way to fix the problem (my pet's prescriptions were over $100). In spite of the delivery error not being their mistake, Chewy sent out a new prescription delivery to my new address at no extra charge! They also made sure to update my address for future deliveries! That's excellent customer service! I'm so glad I chose to get my pet's medications through them!

I couldn’t have been more shocked at the appallingly bad customer service I received from such a large company with such a great reputation. I’ve been doing business with this company for years and have not had to avail myself of their customer service, so I guess I thought that area of the company would be up to the standards of the others. I couldn’t believe how uncaring these people were! I first used live chat, and then after a while, because I couldn’t believe what I had just heard, called the 1-800 number. BOTH TIMES I got, "Well that’s too bad" and even, "I wish you luck" despite the fact that I had requested a return be processed due to defective packaging, and this was after I had said I was going to cancel my standing autoshipments and discontinue doing business over this issue. All I wanted was an assurance that they cared enough to notify the manufacturer! Hope you never have to use customer service with this company.

We’ve been using Chewy for several years. Their service has always been prompt. When our dog died after a very brief illness, Chewy was very kind and understanding when we called about a return. Our dog had to be euthanized four days after receiving a shipment. I so appreciate the kindness we received from the customer service department.

It's been sitting 40 miles from me since last Wednesday night. Someone puts it on the FedEx truck someone takes it off 10 minutes later. I went to Amazon. We have to let companies know that when they use cute rate shipping they have to take their "guaranteed 1-2 day shipping" from their page and replace it with "or 7 maybe..." My more fish. I waiting clear through Saturday. I won't use them again. I tried to cancel it yesterday but they said no and it's arriving Tuesday, but I can arrange to send it back. Awesome customer service right there.

I love Chewy! Not just because it’s so convenient to order and have those big bags of dog food delivered to my upstairs porch but because when the one of the products had been damaged in delivery, they stepped up and replaced it! There are not many companies that care enough about one customer's problem. After being treated so badly at Lowe’s over an expensive refrigerator that never got resolved it’s amazing that Chewy not only replied promptly to my problem but cared enough to make sure I was a happy satisfied customer! How refreshing! Thanks Chewy. Customer for life here!

All of my orders have always been accurate and arrived in a very timely manner. They even include complimentary toys with the order! Their staff has been amazing to work with. Sadly, our pet passed away last week and not only did they refund my order, but they called to share their condolences, and even sent flowers! It’s rare to find companies who truly care. I highly recommend chewy.com for all your pet needs! They’re second to none!! ❤️

I was a customer for a little over a year and never had any problems or issues. Most recently I wrote an email to their customer service department to cancel my account and automatic shipment due to my cat's passing. They promptly responded and were very caring and compassionate. Not only did they cancel my account but offered a kind ear to listen if I needed it. In addition they credited back the complete amount of my most recent order. I thought that was very generous. Several days later I came home to find a a delivery of roses and I opened the card and the same customer service rep who emailed me had sent them. This was the most touching act of kindness from a company I have seen. I highly recommend this company to anyone who has pets.

Get good product, next, second day, or thereafter quick! They go above and beyond the call. Have had damaged shipments (shipper's fault) and they sent new product even when some was usable. Friendly and personable.

The best pet company I've ever seen. Very fast, fresh and good product, best variety and the best support. You can return your item if you don't like it hassle-free. The support is really the best. Thank you.

I have ordered several times. My most recent order came In 1 day! I shopped for price all over the internet including Amazon and Ebay for parrot food. The 20 pound bag of parrot food I wanted was on Amazon for prices starting at $60 and going up to over a hundred dollars. On Ebay it was $80 to $100. I found the exact parrot food I wanted on Chewy for $35. I ordered cat food and dog food. The Dog food I ordered was buy one get one free. The package came in one day with free shipping. Phone customer service is the absolute best and I am a fussy shopper.

Utilized Chewy.com for pet food, etc. and couldn't be happier. Thought the pharmacy would be the same. Definitely not. Purchased a chemotherapeutic medication and the first shipment was great. Took MUCH longer than anticipated but finally did arrive. Not sure where the delay occurred and perhaps expecting the quick delivery was somewhat unrealistic on my part. The second delivery was a disaster and the customer service pretty much was as disastrous, and surprising.

Two days ago (9/23/19), I took my 10 yr old Lab mix (rescue and therapy dog), Mandy, to a specialist to what I perceived was a slip disc that was progressively getting worse. I went into the appointment thinking surgery would be the outcome. Sadly I learned my poor Mandy girl had Aortic Thromboembolism (blood clot in her abdomen) which resulted in her not having functioning of her hind legs. They believe it was a result of Cushing's Disease and possible cancer. Prognosis poor and in pain :( I had to say goodbye to her after only 4 short years! My heart is broken :( Because I thought she had injured herself, I purchased a car ramp, seatbelt and other items to assist with her recovery.

Still waiting over a month to get my refund. I have called every week and I get the same lame story. "Oh we issued it. It should process soon." Wait 3 to 5 days. Doesn’t usually take this long. Well, not true. Still waiting. Very disappointed.

I have been a customer for only 4 months, but two significant issues have already occurred:

Chewy went above and beyond to keep me a happy customer!!! First of all, their website is great -- it was easy to select the quality products I wanted for my new puppies, and everything shipped quickly as promised. Unfortunately, the raccoons found the package before we returned home from our trip, shredded the box, and ate every last morsel of that 30 lb bag of food! When Chewy heard about this, on their own initiative, they promptly sent a replacement package free of charge! Shoot, I didn't think it was their fault there are critters in our neighborhood -- I was completely surprised and impressed with their generosity! Thoughtful, fun emails -- it is so refreshing to find a company that truly cares about the customer (and their furry friends) again!

I love Chewy.com but last 3 orders had at least 1 item missing. Very bothersome as I had to call in, complain etc. Customer service handled it without question which is great but it keeps happening. They said the trouble has been coming from one particular warehouse. They need to fix that.

Chewy is such an amazing company! The first time I purchased an item from the site, not only was the item shipped the same day but I also received a handwritten letter in the mail thanking me for my purchase! Now if that is not great customer service, then I don't know what is. I then purchased a bag of puppy food for my new pup, but after I took him to the vet they informed me it was not a great choice for him. After requesting a return label, they told me to just donate the bag of food to an animal shelter and that they would refund my credit card. I am just blown away! I will be a customer for life.

I have always bought the assortment pack of my hay for my guinea pigs. My last shipment of hay had a stick in it. I emailed Chewy to inform them about it. Only a few hours later they had responded and shipped out another bag of the assorted hay that arrived 2 days early! I did not expect a replacement I just wanted to inform them, but they go above and beyond to keep their customers happy.

BEWARE! I tried to purchase dog treats through Chewy.com and my debit card number was stolen from someone in the company! They went out and purchased over $400 worth of pizza and alcohol within a 17 mile radius of Chewy company in Hollywood, FL. NEVER AGAIN WILL I EVER ORDER FROM THEM AND TRYING TO WARN EVERYONE ELSE TOO! I sure hope they have a fraud department looking into it like they said they would.

I have used them for a year. Delivery is never as advertised or expected. I have complained five previous times about delivery. This time, it is so far five days wait dog medication that was promised 1-2 days guaranteed. Upon calling in the Supervisor "Courtney" did nothing, would do nothing other than read the tracking to me which of course I already had. Rude, incompetent, unwilling to help and obstinate. Got a call back from CS while writing this review to tell me that although they advertise 1-2 days shipping it is not for all products. However, it doesn't say not all products or certain products excluded on the website. In fact it says the opposite, "Fast Free Shipping on ANY product..." She had to reply to the misleading advertising.

I have autoship set up for the delivery of my dog’s food. While researching different brands I was adding them to the autoship. When I had decided on a brand, I forgot to take the old food out of the autoship. I called when I got the email telling me that the order was preparing for shipment. The gentlemen I spoke with was very helpful, so friendly, and tried to catch it before it actually shipped. However, they weren't able to catch it before it was sent out.

Chewy.com has gone above and beyond from my very first purchase! We bought the huge puppy pads for our 15 year old cat. The pads were great! And auto ship made it super simple. We received a handwritten thank you card in the mail too! Almost 2 weeks ago we sadly had to put our cat down. That evening I went on Chewy.com because I knew our auto ship was about to clear and I wanted to try to stop it, but it was too late. Our order arrived the following day so I emailed Chewy and asked if I could send back the pads for a refund. They emailed back right away and offered me a refund AND told me I could just donate the pads to an animal shelter. They were full of sympathy and generosity!

Chewy is hands-down one of the best companies I've worked with when it comes to customer service. I will provide a few examples to back-up my rating. My mom purchased a big order on Chewy.com for their dog Sadie and unfortunately she passed away unexpectedly before they received the shipment. This was obviously devastating - and my mom decided to call Chewy to see if they could cancel the order. Rather than cancelling the order, Chewy customer service told her to keep the shipment and donate the items to our local animal shelter. They also credited her account for the order. To top it off, a beautiful bouquet of flowers showed up at my parent's house with a heartfelt note about Sadie. It brought our entire family to tears and I felt it was necessary to share our experience.

I’ve used Chewy for almost 3 years. I get my dogs treats, food, and medicine through Chewy. Never had a problem with anything until a few months ago. Started to notice my order invoice and the invoice in the package were different. Was being charged for items I never saw. It was one or two semi cheap treats so ok not the end of the world. Just got my latest order today. Was supposed to get 15 of one treat and 15 of another, it’s what I was charged for. There was only 10 in the order. So I called and asked about it, I was told that she could only see the 10 even though my account clearly said 15 of each. So I asked why I was charged for 15 but got 10. She said I wasn’t.

I ordered 8 month 2 flea collars for over $100 expecting 2 day shipping. 6 days later I called customer service wanting to know what happened. Rep advised, "You can't be serious! We do the best We can and can't be expected to deliver in that time frame"! I won't again, that's for sure! GOODBYE!

My dog, Olivia is NOT often receptive of new toys. She's 9 and has (6) six toys that she has played with over the years (and have been replaced, EXACTLY). I have tried and failed many times. Well, gave it one more shot and she is in LOVE with this new "squeaky ball on a rope". I called to tell Chewy how THRILLED we both were. It is NOW her ABSOLUTE favorite.

I placed an order on 9/11 that came with a coupon with free 1-2 day shipping. On 9/13 the order had not been delivered, so I tracked the order and it said delivery 9/17. I emailed Chewy asking why the order was not coming with the 1-2 day shipping that I should have gotten and they were SO kind, they emailed back telling me they are crediting my card $30 due to the delay so that if I needed to go get the items at the store I could pay for them with that since my items were delayed. They inquired about what my dog's name was and what kind of dog she is. They explained how sorry they were that something in the order got mistaken and explained they wouldn't let it happen again. Not only is Chewy.com the most affordable and convenient, they have MUCH better customer service than any other pet store around. All of my products for my puppy will be ordered from Chewy.com.

Ordered flea and tick meds for 5 pets. They already had the prescriptions from my vet. After a week of waiting I had not received my meds. Contacted Chewy and they said it would ship out next day. After receiving no email telling me of shipping I contacted them again. They told me it was under pharmacy review and had no pending shipping date. Had to cancel order. Don’t buy from them.

This company goes above and beyond! They are the best! After our 12 year old Akita, Summer, passed away I contacted Chewy about sending back her unopened box of Frontline Plus we had just received a week before. They instantly issued a full refund and and didn’t even want the product back. They said to donate it which I thought was amazing! Then about a week later we received a sympathy flower arrangement from them with a beautiful card. This is above and beyond and they will forever have my business.

I always have the best experience when ordering from Chewy.com. I called their customer service department and spoke with Eve in regards to returning a bag of dog food I no longer needed. Without delay, they immediately credited my account and asked for me to donate the bag of dog food to a local shelter or rescue in the name of Chewy. I was extremely impressed with their level of professionalism and kindness. I will always order from Chewy for all of my pets needs and I highly recommend using their services.

I have ordered diapers for my dog a few times through Chewy and have suggested them to others. My dog is at the end of her life and I'm trying to make things easier for her. The shipment was to come today as we are down to four diapers and they and FedEx are blaming each other for them hopefully coming 2 days late on Monday. Won't use either again.

I needed to make a return and was instructed by the customer service representative that I would receive a full refund and to donate the product to a local shelter. There are indeed good people and companies in this world.