Chewy.comReviews of chewy.com

Horrible "customer last" service. Shipping delays for days, so I called and cancelled the order, then (of course) they ship it, and hit my charge card, then make me go through 5 different customer "service' people to resolve it......they say they'll email me a return shipping label in a couple of days (!). Finally, I wear them down, and they decide to go ahead and issue me a refund and, get this, trust me that I'll return the item (that was not supposed to shipped to me...). This company will not be in business for long, given their lousy customer service. Even their Muzak, while you endlessly wait on holdm is the worst I've heard ever!I think the strategy is to make you give up and hang up.

To Whom It May Concern Thank you Chewy.com, by no longer offering excellent delivery service of my orders you have now showed me that it is not only quicker but also costs less to order my dog food for my business through Amazon. When you fail the customer it’s only the beginning of the business failing itself. Yes, it may take time for it to fall but if the late/delayed orders continue it will just decline from here. By no longer keeping high standards in customer service you allow room for other companies to gain not only your customers but their business as well. Their delivery service went from a 10 to 1 within the last 4 to 6 months. This morning I was told by a customer service representative that the order I placed on the 24th of August, scheduled for delivery by the 27th, yet did not arrive until the 30th was NOT late. Why? Because, according to her, it did not ship until the 25th and FedEx does not deliver on weekends so with the 3 day delivery service the “weekend days” are not included. And She also said that FedEx updates every 24 hours so even though the tracking information stated the 27th for delivery, it technically WAS NOT late when delivered on the 30th. I used to receive all my numerous Chewy orders within a day or two. Sometimes within 24 hours and yes, even on weekends. Surprisingly I would even receive on Sundays. Those times are gone!

DO NOT USE CHEWY! I placed a recent order only to have someone from Chewy call to verify information I ALREADY VERIFIED on their website. In several emails with this company, THEY DO NOT DENY THEIR WEBSITE IS UNSECURE, and therefore, prone to hacking. When I inquired as to why I had to verify information that I HAD ALREADY VERIFIED, they danced around that question and said I should do what's best for my "fur babies." Utter nonsense. Moral to the incident, use you locally owned pet shop for your pet needs. In phone calls, I've found that most independent shops will deliver - without charge - your order, with many offering equal to better savings.

I had to give a 1 star review, but I do feel Chewy.com always rectifies things by trying to replace an order or refunding, unfortunately all my past orders the last couple of months of Visionary Frozen Raw Food Patties have had to be replaced multiple times only to end up being refunded because all of the orders continue to arrive too many days late, no dry ice, and completely thawed and hot.  That didn't happen in the past during the colder months and it seemed when the food was only $58 a bag it arrived faster, then the price got hiked up to $70+ a bag and all of a sudden it started to arrive days late feom FedEx, not frozen, hot and completely thawed and basically in unacceptable condition because it cannot be fed and has to be thrown out.  As much as I know that FedEx is not delivering on time and that they are doing a poor job of keeping anything perishable in any kind of cooling facility or area, at some point I also have to put some of this responsibility on Chewy.com because this has happened so many times over and over and I get promised that it isn't the Chewy.com way and that my emails are being taken seriously and that the issues are being reported and investigated and the proper departments are being given the information so it doesn't continue to happen, but here we are againand it keeps happening.  Basically it is a waste of very expensive food and cost.  I get refunded eventually when even the replacement orders come days late, not frozen, no dry ice, hot, thawed and bloody and plain gross. If I was dealing with these issues the problem would have been resolved after the first time it happened.  I would not allow it to happen so many multiple times.  You need better thermal packaging, more dry ice that isn't tiny little chips that can't withstand the air and heat withoutbetter thermal packaging, but instead of tiny dry ice chips maybe use bricks of dry ice, and if FedEx has such issues that they can't deliver when promised then use a different, more reliable company to deliver delicate perishable items.  It's just unacceptable.  If I couldn't do my job after so many times I would be fired.  My dog who eats this food doesn't eat well or like any other food.  I have had to spend tons of money trying other brands she hates so she relies on this VISIONARY FROZEN FOOD because it is what she eats and month after month the food has had to be thrown out with all past orders because of how they started arriving thawed and bloody and gross.   I have asked my emails be forwarded to the Chewy.com CEO or whoever runs the company, but since I have never received a response from that person or persons I am guessing it hasn't been forwarded.  I will be doing my own research to try and find the right person in charge to email my pictures and videos of the past food deliveries and my complaints.  I will also be sending the same email to FedEx because they are the ones who can't get their act together to deliver delicate perishable items on time,  but it is also the responsibility of those who package, the materials used and the amount of dry ice used that could help make this work despite late deliveries.  I don't know what else to do because apparently months of complaints with every single past order the past few months doesn't change the outcome of how this Visionary Foods Raw Frozen Patties bag of food continues to arrive. I have videos of me opening the box less than 5 minutes after it has arrived over 3 days later than it should and the total days it arrives after it ships has been 6 days after being shipped. It is just simply unacceptable!

I’m very disappointed with service. I set up auto ship for my dogs anxiety meds and mailed in prescription. Meds were received without an issue. I assumed it would continue to be shipped to me regularly (which I enrolled in). Chewy has all of my vets information. I was waiting for my next prescription refill and I received an email stating they needed a new prescription. I called for clarification about this Monday because I was pretty sure there was refills. I was assured I need not do anything additional and my prescription was to be mailed the next day. I questioned the email stating a prescription was to be sent in and again I was assured nothing was needed and my script would mail the next day. Here we are Saturday and no meds! I call back and am told I DO need to send in a script, the receptionist wasn’t able to tell me why because there were refills. I explained my dog has been without his anxiety meds for past few days which isn’t safe to come off abruptly. I was hoping she would offer getting the approval from my vet and expediting my meds sent overnight mail. Nope. She offered no such suggestions. Also it sounded like her child was screaming in the back ground. I have children and work from home but it doesn’t disrupt my work. 100% dissatisfied with customer service. Too many people not on the same page. I will be transferring all my transactions to a local pharmacy and encourage others do the same.

i have purchased from Chewy like 10 times in the past and the last time I purchased they sent me 4 MONTH EXPIRED cat food, which in turn made my cat sick. I can't imagine what must be going on in their warehouses to be able to leave something on a shelf for 4 months. Luckily I checked the expiration date after giving my cat one can, but i had bought 24 of them, they were all expired by 4 months. the way they handled it was also disgusting. nobody responded to my emails, and I couldn't hear the customer service people because people were screaming and cussing in the background. disgusting

Chewy used to be great but now shipping is poor. I ordered $80 of caned dog food on Monday, Aug 23rd and still have not received a ship date and it is Thursday, Aug 26. When I inquired of Chewy they told me they were experiencing "carrier issues" I asked them why they did not put out an email explaining this, but did not get an answer. I can order from Petco or Petsmart and have my order in a day or two at the same cost. It is time for a change.

Chewy double (and possibly triple) charged my account. the money has still not been refunded since the 20th, six days ago..I spoke to a manager and was told there is nothing else we can do for you. I have been with chewy for years and their service has gone way down. Since this has happened to me, I have been told by numerous other people that double/triple charging your account is a common process.. shame on CHEWY.COM