Chewy.comReviews of chewy.com

I cancelled an order well before the auto ship date required. I was notified it was shipping anyway. I called and cancelled the order and was advised I wouldn't e billed. I was billed anyway and they have not shipped the order nor refunded my money. I will be contacting the BBB and hopefully I will get my money back. Their autoship is a scam and I will never do business with this company again.

I'm beyond frustrated with Chewy. Nothing against the product. We've been using it for over a year and no problems but when this product we ordered arrived... Completely demolished. How do you send packages like this? If anything there should have been separate boxes shipped instead of all together. Putting it together with cat litter is such a good idea. I'm surprised the shampoo bottle didn't explode along with it. This is probably the fifth time I've received products that are either broken or dented minus the cat litter. It was with the previous broken products bought. I don't understand how such a successful business still uses a carrier like FedEx that's known for packages arriving damaged among other things. Regardless of any refunds we get from these damages, it's not worth it if we have to spend the time trying to contact customer service, tell them what happened, show any pictures if needed, process either replacement or return, and pray it doesn't happen again. It's a lot of hit and mess and I just can't be bothered with terrible service anymore. Time to find a different business or use like Petco and Petsmart again since they actually know and uses carriers that take care of packages and DON'T send damaged products.

I have been a longtime customer and have spent thousands of dollars with Chewy. For years I was very happy with them. It seems they partner with FedEx for deliveries. Again, hadn’t been a problem for years. In the last four months though FedEx has decided that it’s too much trouble to deliver to our front porch. We live on a very high traffic two lane road. Our house sits several yards, like half a football field or more, back from the road on a shared drive/stem arrangement. A few months back we discovered our Chewy box laying at the side of the road like so much trash, where the FedEx driver just tossed it out as they passed by. The box was complete mush as it had been laying out in the rain for several days. We contacted both Chewy and FedEx and received assurances that this should not occur and would not again. Today, it happened again. Thankfully we found it less than an hour later as we were returning home. But once again our purchases are just dumped and left at the mercy of thieves and the weather. I contacted Chewy first. This is their business partner and I have zero say in the arrangement. And it’s ultimately my customer experience with Chewy that’s impacted. The customer service representative did not give a single F. It was outrageous. So, I’m done. Canceled my autoships. I’d rather waste time traveling to the local pet store than stuck on hold and then treated like garbage.

Horrible service and Conflicting information. What’s the point of calling to have things verified to place an order and then be told the EXACT opposite thing. Your consultant who called didn’t even try to contact my vet and I’m over your bull crap. Does not recommend.

I placed an order on July 18,2021, if I did not contact the company I would never have found out that my transaction was canceled, I never received an email about this situation. When I contacted customer service I indicated my dissatisfaction with the company and what was happening and they did not care about anything, The Customer service personnel only indicated me in a rude tone if I wanted to re-order. I indicated that I was not interested. I do not recommend the company at all. BAD SERVICE, TERRIBLE CUSTOMER SERVICE. Sorry but your company SUCKS!

Terrible terrible customer service and company as a whole is trash. I made three orders, first ordered was cancelled because they said the vet didn’t answer. So I assume okay it was probably a time when he was out or they were busy. I called my vet and my vet said they never got a call. So I called back and reordered it. Second time I got an email they cancelled it yet AGAIN. Saying they had not gotten authorization. I had the customer service rep personally call the vet while I was still on the phone on hold. I was also right at the vets office little did chewy know. The receptionist answers and my vet RIGHT IN FRONT OF ME, and authorizes the prescription. SIX DAYS LATER IT WAS CANCELLED AGAIN, I called in and the guy I just spoke to said they didn’t have authorization. LIES. I JUST GOT IT THE LAST ORDER. TERRIBLE COMPANY!!!

I placed my order for heartworm prevention for two of my dogs on July 13. They assured me that they would contact my vet for authorization. I immediately notify my vet after placing my Chewy order so that they know to expect a request. After a few days without an update, I call Chewy’s customer service for the second time. They tell me that they haven’t heard back from my vet. So I call my vet. My vet states that they have not received anything from Chewy, whether it be via email, fax, or call. My vet also firmly states that they only accept calls about authorizations during certain business hours — I prominently relay this information to Chewy. They reassure me yet again that they will have their pharmacy CALL the vet. It’s now July 21, a week since I’ve placed my order when Chewy sends me an email about my order soon to be canceled due to lack of Rx authorization. I frantically call their customer service as well as my vet to see what the hold up is, especially since my dogs are going unprotected from heartworms due to their delay! The vet verifies that they still haven’t received a call. Chewy then changes their story to say that they didn’t call my vet. Instead, Chewy sent a request to my vet via an online PORTAL. I specifically stated to them that my vet will only accept phone call authorization requests. Moreover, the request over the Portal is deemed useless as my vet doesn’t have access to that since their change in business ownership. I call Chewy for the countless time and spoke to a rude male customer service representative from Dallas that said to me, “I’m surprised Chewy hadn’t canceled your order sooner as this request for authorization has carried on longer than it should have. Your order will be canceled, and that’s just what’s going to happen since there’s no authorization. You can get your vet to call us.” Excuse yourself. Not only did I get reassurance from previous representatives that they would make a phone call to request authorization, but also, it is Chewy’s/their pharmacy’s job to reach out to the clinic/doctor. Not only did they not place phone calls as claimed, but they refused to call the vet after repeated reminders in order to get the authorization. Had I known the process would be a lengthy waste of my time receiving the run around, and that they wouldn’t actually do phone call requests for authorizations, then I would have gone somewhere else instead of having my dogs be at risk without protection.

My dog had an estimated four days of food left in his container. I placed the order then figuring that was plenty of time to get the next bag delivered with time to spare. Not so. Five days later and no sign of it. Thankfully we have three dogs and he's getting fed some of theirs. Chewy.com's long delivery time is inexcusable.