Chewy.comReviews of chewy.com

I ordered my 1st order from chewy on Oct 4, and it's oct.11 and my order still has not shipped. It took calling customer service 2 times and they said they are working on getting my order filled and shipped it should be 2-3 more days before I received my.

I LOVE Chewy! I've been using them for YEARS to get my cat food and supplies...HOWEVER...I received a 20.00 off next order coupon in the mail. I tried to use it today on my 160.00 order. Rep told me coupons were mailed out by error to existing customers. She gave me 10.00 off, which I appreciate, HOWEVER, I believe they should honor ANY COUPONS THE MAIL OUT AND LEARN THEIR LESSON!!!🤬😠😡

I received a “Chewy.com Promo Card in the US Postal mail.” It offered $20.00 off a an order of $49.00 or more. I signed in and found things for our pet and put them in my cart. I then went to check out to pay a use promo code only to be told “this code will not apply to this order”. So I went to customer chat service for Chewy and the young lady just replied with this long “preprinted write up about using promo codes” and said sorry you can not use this code. When I asked why, she just sent me same long preprinted reason. I was ticked and told her that I would go somewhere else to shop. She said, okay is there anything else! POC!

I love this company and their customer service has always been great. However, the FedEx service has now made the Chewy experience ridiculous. They have put my deliveries behind my car in the driveway so I can run over them when I don't see them. They have left them on the sidewalk out in the rain and snow. I have a full size porch with plenty of room for dry deliveries and they have left them on the edge of the steps instead of pushing them in another 2 feet to avoid the rain. This has been done when it's been raining all day so it's not because the rain was a surprise event. But this past month took the cake. I did not know I had a delivery coming that day so I was watering my front garden and the sprinkler also reached my front porch. The FedEx delivery driver actually walked through the sprinkler to put the box on the front porch right where I was watering!! The box was drenched. WHY would any delivery driver do that?!! I've received Amazon deliveries when my sprinkler was running and they've left it right off the porch so it didn't get wet. This was a prescription food which was VERY expensive. Yes, Chewy replaced it but that's not the point!! The point is Chewy is allowing FedEx to have no respect for any of the deliveries and is not ensuring that their deliveries arrive intact. I mean, if it's a prescription food, I need to have it when I need to have it because feeding something else would be detrimental. I have called and complained multiple times and although they are willing to send a new shipment, there is no change in my deliveries! In addition, I've been told that this is a frequent complaint with deliveries now so it's not like my particular delivery driver just does this. I love Chewy and I've used them for years but I've had to stop the autoships on any foods that are prescription and HAVE to be had when I order them and not when they send another order. Shame on them for not handling the problems with their delivery service. I'm so disappointed in them.

My second order delayed by FedEx. No reason given just another company going downhill. UPS turned their company around, wish FedEx would get their act together. No more Chewy orders until they use any another reliable shipping company.

I'm only giving this 2 stars because the last lady that I talked to was very nice. Shanice I think was her name. I went on Chewy with a visa gift card to order over $200 worth of stuff for my dog and cats. I had a birthday coupon that was sent in the mail because my cat's birthdays are 08/25. I scanned the code inside the card and was brought to a page of birthday treats/toys/clothes. I chose the birthday temptations treats and tried to apply the code, but it said invalid. When I reached out to customer service via chat, the first rep told me that I could not use that code on said birthday treats, but could use them on normal temptations treats. Okay. Whatever. I chose something else for them (a birthday cupcake with catnip) and got 80 cents off. Yippee! Then I added 40 lbs of dog food, 22 lbs of cat food, 12 cans of wet dog food, 12 things of wet cat food, the temptations birthday treats that I originally wanted, a dog bone, and dog treats in addition to their birthday cupcakes. I chose autoship for the dog and cat food because we've been buying it from Target so I figured why not. Then I enter the gift card, click submit, think everything is finished. I get an email that says I double used a promotion code and I needed to call Chewy. So I call the number. The lady tells me it's not the promo code that it's the gift card. She verifies the information with me then pushes the charge through. About 10 minutes later, I get another email stating that there's something wrong with my auto shipment. Now, mind you, I have 2 other cards on file with Chewy. Both of them have my name on them and I had to call when I used them both times to verify that it was indeed me trying to place the order. Security is nice and all, but common sense is too. If the card information matches my account information... I probably shouldn't have to call to verify it every time I place an order. Anyway, back to the present. I open the chat again and talk to Ivan P about the situation. He takes literally forever. I was in the chat with him with no resolution for almost an hour. He tells me that I can't use the gift card and to call the gift card issuer. I tell him that's incorrect. I've already spoken to a rep on the phone. I think the issue is with autoship. He then tells me to cancel the order and replace it as a one time order. Okay fine. But my cart is locked so I can't do anything. Takes him forever to unlock it after I tell him. So I finally cancel the order, put everything back in the cart, replace the order. Then he freaking tells me that I have to call in that he can't push the card through via chat. After wasting half my night. I literally started building my cart at 730pm. It is now 10:45pm. That's ridiculous. I tell him that I'm frustrated. I've already called and verified this card and placed an order. All I needed to do was fix the autoshipment which I'm not not going to sign up for. I'm going to go back to Target. He doesn't respond at all. So I call the stupid customer service number and I'm honestly aggravated when Shanice answers but she is so nice she calms me down. She asks me about a million and one questions about my account/address/personal info/gift card info and I answer them all. This is ridiculous by the way to use a freaking gift card that has $300 on it! It's like Chewy didn't want my money or something. She apologized profusely about how I spent over 3 hours dealing with Chewy trying to play an order for $220. Finally, she is able to push the card through and I check my gift card balance and see that the money is taken out. I didn't complain the first two times that Chewy inconvenienced me. But now I'm pissed. The birthday card they sent for my cats was cute.... until I found out I couldn't use it on any birthday item, just on select products when it literally says if the word birthday is in it that the code is applicable. Every single time I add a new card to my account, I have to call and verify who I am when the info matches the info on my Chewy account. I apparently can't use a gift card unless I talk to customer service for over 3 hours. Do better, Chewy. This was absolutely absurd and every single time I have to talk to your customer service, it's absolutely absurd and takes forever. I'd like a response to this because I'm really upset.

I'm so frustrated with this company. On two separate occasions I attempted to order Royal Canin dog food for my pup. The first order of dry food was cancelled by them days afterwards because they didn't have the product and couldn't ship it to me. No call, just a computer generated email with no real explanation. Several months later I ordered the wet version of the same food. Chewy said that they tried to contact my vet on a Friday to authorize prescribed food. I checked with my vet on Monday, and they confirmed that they never received a call or request from Chewy. So, then I scrambled to send Chewy a picture of the prescription. 24 hours later, no confirmation email or call. So, I contacted Chewy again, they said that yes they received the document, but it would take 1-3 days to deliver. I requested an expedited delivery option. They said none was available, but I could call Fed Ex and request a hold on delivery. At this point I'm thinking " What exactly does customer service do that an AI wouldn't do better?". I explained that, due to the delay, I was not going to be available to receive the product if it took three days. They then told me I should cancel and reorder when I would be available. I asked how this would effect my discount code that I used. They then said, I should call instead of placing my new order online. It felt like every single problem was mine to solve. At this point, it's just easier to drive the 30 minutes to Petco to get what I need. Two stars instead of just one because they managed to get one, none prescription, order right of some Pro-Pectalin.

Sometimes their products are cheaper and they do have occasional coupons but their customer service is terrible. I'd rather pay a little more for good customer service. I've placed several orders from them but not anymore.