Lisa
Chewy customer service is horrendous
Chewy customer service is horrendous. We placed an order for a prescription item on 1/21. Four days later, on 1/25 I got an email that said "Over the past week, we've attempted to contact your clinic, but have not been successful. We're working hard to get in touch with your clinic but, if we are unable within the next business day, your order will be cancelled." On 1/26 at 2:48pm our vet spoke with someone at Chewy and confirmed the prescription. Our order was cancelled on 1/26 at 5:18pm (after the vet confirmed the prescription). I called and spoke with a Chewy representative who placed a new order, confirmed the prescription was on file, and said everything was fine with the new order. Three days later, on 1/29, I got another email saying "Over the past week, we've attempted to contact your clinic, but have not been successful. We're working hard to get in touch with your clinic but, if we are unable within the next business day, your order will be cancelled." I called yet again and spoke with another representative who worked to fix what the previous representative didn't do correctly. After I got off the phone with that representative, I received that email I've quoted yet another time. I called once more and was told the order should now be fine. I kept customer service aware of this issue as it was happening but no one ever replied to me. Only after repeated emailing did I get a response with an offer for 15% off my next pharmacy order. I replied to say we had just ordered a year's supply of the only medication we need so the discount does me no good. I did not receive any further response to my emails.