Chewy.comReviews of chewy.com

Horrible customer service. Extremely rude supervisors.

UPDATE: UNSAFE 1:00 AM DELIVERY — Beyond unprofessional. It is now nearly 1:00 AM, and an OnTrac driver just arrived at my door to attempt delivery. After lying all day about a "weather delay," Chewy's carrier thought it was appropriate to show up at a residential home in the middle of the night. ​As a professional in the delivery industry, I am appalled. Attempting a delivery at 12:50 AM is a massive safety and security violation for both the customer and the driver. This is how Chewy handles life-critical prescription supplies: with dishonesty during the day and safety risks at night. ​I have officially filed a complaint with the BBB and notified Chewy’s executive team. If you care about safety and reliability, stay away from any order Chewy ships via OnTrac. ORIGINAL COMPLAINT: I am beyond disappointed with Chewy’s reliance on OnTrac for life-critical supplies. I ordered prescription food for my cat, which was en route for delivery at 11:26 AM. It is now after 9:00 PM, the delivery window has closed, and the package never arrived. ​When I contacted customer service, they claimed "weather delays"—which is a blatant lie. I know this because I am a professional delivery driver myself. I spent the entire day making deliveries throughout this exact same region, as did my colleagues; none of us encountered any issues. My cat’s medical necessity sat in a delivery vehicle for over 10 hours for no legitimate reason while the carrier gave me false information. ​It is dangerous and unacceptable for Chewy to use a partner that lies to customers and fails to deliver prescription items. If you love your pets, do not trust any order shipped via OnTrac. I am now seriously considering closing my Chewy account and moving my business to a competitor who actually prioritizes animal health over cheap shipping contracts.

Chewy is a company I don't trust anymore, Reviews are being posted for me for items I bought and I can't see them or edit them, in order to fix it you have to contact customer support and have them removed it and wait several days before you can post another but you can only have a review removed twice so if you make a mistake and accidentally hit enter there's nothing you can do to fix it, I believe the review system is a huge scam because who is posting these reviews on my account? After having several more issues like having $80 drawn out of my account for a pointless membership I never signed up for and doing more research on chewy and the lawsuits and allegations against them I decided to delete my account but surprise! I can't unless I get on the phone with a supervisor and have an full blown interview. What an absolute SCAM! Chewy is not a trustworthy company at all.

They ended my free trial without any advance notice then claimed that they email all customers in advance. I RECEIVED NO ADVANCE NOTICE. They pretend to be 'caring' and 'customer friendly' but they're as bad as any sus online presence.

They will make you jump through hoops to even buy from them. They will cancel your order for no reason. They are pure trash

I would rate lower if I could. I don't know what the hell I did to these people, but every time I ordered wet cat food. They would send me the most beat up, broken cans. And when I would call, they didn't seem to care. More annoyed that I called with a problem. So I use ANYBODY but this shit site. Didn't even care when their products caused one of my kittens to get sick. Will never order from again.

I signed up for auto delivery for my three cats' food ordering 2 48 can packages every 6-8 weeks. Every single shipment was damaged. The cans were dented to the point that they popped open along the seam and the food went rancid. Not every can, but at least 3-6 cans per package. And 90% of the cans were extremely dented. When I contacted Chewy they would offer me a refund (took that once) or a percentage off the next delivery (took that once). But the damaged cans continued. This was not a one or two time occurrence but every single shipment! The last time I reached out on live chat, they were not so kind. I had two photos -- one showing cans split open and another showing a stack of ]dented cans. (I'd include these photos but there's not way to upload them). Instead of any credit, I asked them to please cancel my account and send no more shipments. This is clearly an ongoing issue. I receive a lot of deliveries and my other packages do not have problems so I will not blame my delivery truck drivers. This is on Chewy.

I placed an order with Chewy for my dog and turkeys, excited about the 35% off first Autoship discount shown at checkout. But this bait-and-switch was a scam—they delayed shipping for days, made me verify my identity twice, then demanded I cancel and reorder at full price. When I cited their own Autoship Terms (“Chewy will not change the price of your next shipment once you have authorized an order”), they canceled my entire order anyway and refused the discount, hiding behind a "one account per household" rule their Terms do not state. Their Terms only say "you may register for an Account"—nothing bans multiple accounts, and no household restriction appeared where they advertised the discount. Even when I went back to reorder the same products, the 35% discount was still showing in my cart—proving it's their system glitch, not me. Instead of owning it, honoring the discount, and fixing their broken promotions like a reputable company, they put the burden entirely on me. They cherry-picked vague fine print while still enrolling me for future Autoship charges—even though the initial order for my pets never arrived. Their Customer Care Manager promised "I'm here to help guide you through next steps or answer any remaining questions," but after my detailed follow-up email, they went radio silent. Chewy pretends to care about pets and "award-winning customer service," but this proves they only care about money—treating customers like criminals while protecting their profits. Don't be fooled by their empty "So sorry, we care" scripted BS. Across chat support to management, they pretend to feel your pain and "take your feedback," but they honestly don't care and won't actually help you. It doesn't seem like smart business to trade years of loyal customer profits for a $20 discount—a strange hill to die on for a company. I've never experienced anything like this before. From delays, verifications, cancellation, and ghosting, this felt 100% predatory.