Chewy.comReviews of chewy.com

I have had multiple bad experiences with Chewy, but the last one was the worst yet. I didn't mean to cancel an order so I asked them to continue shipping it. The customer service representative said the order would still be shipped and not to worry. On the day it was supposed to arrive at my house I saw on the tracking map it was in my city and being delivered, but it never came. The next day when I checked the tracking info I saw it had been shipped back to Chewy. When I inquired why my order had been returned even though I got confirmation that it wouldn't be returned, Chewy couldn't offer me an answer and instead kept offering discounts to reship my items even though my original discount was better. I eventually gave up since I could see they were trying to make more money off of me. After many back and forth emails, they decided to ship back my items without my consent. By then I had gone out and bought my pet food because of Chewy's shipping error (and this was not the first time this has happened). So in the end Chewy sent me more food that I didn't want anymore without my permission.

As soon as I placed my order of dog cookies and kitty litter, I immediately called Chewy.com to tell them not to ship the cookies in the same box as the kitty litter. You may ask "who would be stupid enough to ship these together?" It has happened before, so I called. Today I received the box with the dog cookies and the kitty litter together. Needless to say the dog cookies are no longer cookies. You would think if you called to specifically tell them to sepatare these items they would listen. Do these people get home from the grocery and find they placed the eggs under the gallon of milk? You really have to wonder! Chewy.com isn't smart enough to service my animals, I will have to find someone who is.

NEVER again!!!! this has been the most frustrating experience...I have shopped Chewy a few times and usually no problem. The problem was with fed ex not being able to do their job properly but Chewy's "fix" ended up causing more stress and problem and they keep telling me they refunded my money to paypal but it never showed up.... time to find a new pet supply shop.

customer service is absolutely horrendous!!! I'm sure they work in a circus and not a call centre!! I've spoken to 5 agents, all of which didn't want to help. I'm in the UK ordering for someone in the USA. They wouldn't help me. I needed the address changing and they wouldn't help. Kept telling me to call and confirm when I was on live chat to them! i'm in the UK, why do I have to call, when I'm talking to them on live chat. They then cancelled my orders for no reason !!!! These people are absolute and utter morons. Maybe if pets run their business, they would have better customer service!!!

Horrible service especially the Rx they don’t want to do their job and I have to deal with Fedex delayed deliveries every month!

Had been using them for about a year now. Delivery is usually very quick and good selection of products. That was then. Ordered kitten food- they sent adult food. Emailed customer support and they sent a replacement. However they sent the same adult food. Called customer support and told them they still got it wrong. They confirmed that I ordered kitten food and then insisted that they sent kitten food. They refused my offer to send a photo or the product back. At that point the offered me the option of reordering at my expense. At that point I canceled my three auto ship orders and deleted my account. There are lots of pet food vendors around that will admit they have a problem and the integrity to fix it. Chewy is not one of them.

I’ve been ordering from Chewy for years. I have probably spent a few thousand dollars. Lately though orders are not coming for long periods of time. I have been waiting almost a week for my cat litter. Chewy does not seem to care like they used to. Like the reviewer before me, stop blaming Fed Ex. That is the company you’ve chosen to deliver for you! If they’re not up to par, it might be time to go to UPS or something? Whatever the case, YOU CHEWY are the company that is saying you deliver in 1-2 days! NO YOU DO NOT! I’m done ordering from Chewy.

Update: all 4 packages referred to in this took 15 days to arrive because of FedEx. Let me preface this with, we spend a lot of money with chewy. If you would have asked me before, I would’ve said, I love chewy! But past couple of months… inexcusably SLOW Chronically slow-8 days and still no stuff slow. You’ve lost a longtime customer, Chewy, by refusing to be PROACTIVE and use another shipper in future for orders other than FedEx. We have 4 boxes now on day 8 since order was placed. Why not switch to UPS? UPS always delivers on time. We used to get stuff next day or in 2 days from chewy. Last 4 orders (ordering from Petco now, took 2 days! Arrived via UPS) yet chewy reps blame it on FedEx (okaaaay, but if you continue to use them no matter what timeframe of delivery service (15 days) We got UPS on Saturday, did FedEx come? Nope. If your business is SHIPPING food, medication and pet items that pets need; and FedEx not reliable meeting this, taking 15 days for delivery) then the delays and not meeting delivery time frames is reflection of Chewy not FedEx. I refuse to support a business that gives me subpar service with deliveries of 4 packages taking 15 days. You’re ultimately the company I’m doing business with, Fed Ex not having drivers… Not my problem! Chewy claims a 1-3 day delivery and you’re not honoring your commitments now with FIVE shipments total (had a previous one in early November) at 8 days and still not here. Aside from the excuse “FedEx is short staffed right now”, (again, so why do you continue to ship with them?!) there’s now the added excuse from Chewy of “it’s the holidays, things are running slow…” I don’t care what the excuse is, I don’t have my stuff. Some of which is PET FOOD! Food is not optional for living creatures. 15 days?! Not my problem that FedEx can’t get drivers, but it is a reflection of Chewy because you continue to only ship with them. Ive never have a problem with UPS I am betting UPS ground would have had my stuff here in 3 days which is a lot more acceptable than FIFTEEN days. I tried to be proactive and call chewy, make them aware of the problem and if it continues why they will be losing me as a customer, but it seems to fall on deaf ears since chewy can’t deviate from their exclusive shipper, FedEx. Apparently they’re willing to lose a long time, loyal customer…and I’m sure this can’t be just happening in our area. I estimate we’ve spent a couple of thousand bucks with chewy in the several years we’ve used them. I have had to call chewy daily with my food and supplies I needed. I had to call Fed Ex several times, about an hour of my time every day for 10 days, trying to track down my dogs’ and cats’ food. I shouldn’t have to do that. Screw that. I’ll support other pet stores with my $$. Obviously chewy doesn’t care if my pets get their food or not. But yet the reps end the call with, “give (insert customers pets’ name here) kisses!” Really? Hey chewy, if you really cared about my pets wouldn’t you get their food and medication to them on time and not tell me your hands are tied when it comes to shippers. My animals need their food and medicine not kisses and taking 1 hr of their mom’s time daily. You’d think they’d let Fed Ex know it’s not acceptable to deliver food, medication and supplies in 15 days?! I mean, that’s your business chewy, SHIPPING pet food, supplies medication out to customers in a timely manner. It’s not like we live in Alaska! 9 days is UNACCEPTABLE. Some of the food we get is special food for one of our dogs, who needs to be on it for her illness, which makes her food basically like medication. It’s the only kind she can eat, per our vet. I thought ordering 6 days before I anticipating running out would be sufficient. GUESS not. Maybe if you lose enough customers you’ll finally get order to pet owners in a few days like you advertise?! It has nothing to do with the holidays but apparently it has everything to do with Fed Ex. I guess you’re okay with losing customers and become one of those companies that provides subpar service. We pet owners rely on our food, medication and pet items to reach us on time, our animals rely on it. Your advertised slogan of a time frame is 1-3 days not 15. That’s Absolutely unacceptable. What’s even more unacceptable is hearing, “yeah… using someone other than FedEx in the future for your orders, that’s not an option…” WTH?