Chewy.comReviews of chewy.com

I've received another big box from Chewy online the time I got a vox it was busted and the bag was torn. this time is a bigger box and it is busted on all sides and barely tape up. I do not want to receive any other orders from Chewy I will patronize our local stores. June 6, 2020

Looked at chewy for a uretic diet for my cats that was an all natural solution to the prescription the vets thought was better. It even was cheaper on chewy so I started an auto ship every 2 weeks. Having 5 cats I need this food when I order it and was relieved it came within a day or two of order. As soon as this pandemic started my orders were taking as long as two weeks to receive and I was receiving emails about the next auto ship. After running out of food and having to buy some from the grocery store which caused a couple of my cats to vomit, I looked elsewhere for the same brand and the cost. I am still seeing delays with orders according to emails so I have cancelled my autoship and get my food through another company and receive it within a normal amount of time, even if it’s not a day or two. I still don’t have to wait 2 weeks. Sorry but if customers who were already managed aren’t being taken care of and something like this happens, it shows me they don’t have the means to handle an increase in business with the staff they already had.

I am sure that Chewy is flooded with orders right now during the Covid pandemic, but I would still like to give some feedback. Trying, like many people, to curb contact at this time, I made an order on the website for a case of dogfood, a leash and some large greenies. When the package arrived (and they did let customers know that delivery would be slower than usual due to the increased demand), the leash was not in the package, and I later learned that many of the cans of dog food had sizeable dents in them. The greenies were fine. When I let the customer service rep know of the missing leash, they were apologetic (with what I guess is some typical "punny" use of dog language), and said it would be sent asap--which it was. I guess what I feel is that there may be some haste right now in filling and delivering orders which is impacting the quality of service and reputation of the organization.

I live one state away from the Chewy warehouse. Prior to Coronavirus I would receive my order the next day. Lately my orders have been very delayed - I commonly receive an email saying my order will be delayed 7-10 days without further explanation. No other online retailers seem to have such problems so I think I am done with Chewy for now.

So frustrated with my last experience. Spent over an hour and a half online to place an order because of sold out items which I totally understand. But after much difficulty ordering, I received an email that I needed to contact Chewy or my order will be canceled. I left a message on the message board but was informed it could take up to a few days for someone to respond and was worried my order will be canceled. At this point it had already been four days. I Called and waited on hold for over 50 minutes and spoke to a girl that was very nice and she said there was an alert that there was a billing issue but she couldn’t tell what it was. She confirmed my information and said everything should be taken care of. I was worried the order will be canceled but she reassured me that everything looked fine. After about five more days, i’m wondering where my packages are so I tracked it and couldn’t find my order! At this point I’m upset so I asked my husband to handle it. He said he waited on hold over 50 minutes and the man that he spoke to was short with him, rude, & he wasn’t helpful. My husband explained the situation and the man said our order had been canceled and it was a billing issue. At that point we tried to place the order again but the man said it must’ve been an issue with our bank or our credit card so it was probably going to happen again. But I use the same credit card for Amazon and Walmart and never had an issue. Then my husband offered to use a different credit card and we were informed that most of the items that we had ordered were out of stock. So we were forced to go out to multiple stores to find supplies for our pets. I have always had a great experience with Chewy and their employees. They are known for their great customer service so I was surprised when my husband said how rudely he was treated. I have been completely satisfied with Chewy but this one experience has been so frustrating that I will not be ordering from them in The near future or possibly ever again! I spent over an hour to place an order and then my husband and I both waited on hold for over 50 minutes & it was about three hours of our time wasted! And caused me a lot of stress & worry.

What has happened to Chewy saddens me. I have been a very large customer for many years without complaint (except for the way FedEx mishandles deliveries and that's a different matter) but as someone points out below, Chewy has melted down. They are incapable of dealing with the current virus crisis. The quality of their customer service has gone from five stars to zero. I dislike making Jeff Bezos at Amazon still richer and I deplore the way he exploits his employees but Amazon processed a large order immediately, used three different carriers to get it to me, and beat their own very short delivery estimate. They're already offering me one-click reordering. Meanwhile, Chewy is sending me emails of the "my dog ate the shipping order" variety. Weeks have gone by without them keeping a promise to deliver some backordered products that they can't seem to keep in stock in any case. Heads up! In fairness Chewy has gotten their act together. Their service is almost back to normal. Hope it stays that way.

A bit of a hiccup this past month. Communication and delivery expectations were missed. This might be due to the growing demand from all of the shelter-in-place, but then communication with customers should be much better!

I’m a loyal customer who’s had a subscription for my dog’s Halo dog food to be automatically ordered/delivered every month for quite some time now. I understand their has been panic due to the coronavirus pandemic and people have felt the need to stock up on dog food. Unfortunately, that has led to me receiving an email notifying me that MY order, which has remained the same throughout, would be delayed. Needless to say, I’m a little disappointed in the fact that customers such as myself who have been with Chewy for a long period of time, are having to wait on pre-existing orders for others who are buying in the present time. Although I still value chewy and their customer service I feel, in the situation, they dropped the ball.