Chewy.comReviews of chewy.com

Chewy has completely botched our pharmacy order made on Monday, 2 November. There was a delay in confirming the Rx with our Vet, but we were never notified of the issue - once we found out, the auth was almost immediate. Then the order was lost. Then the replacement took 5 days to process. Current schedule is to get the replacement delivery on the 14th - TWELVE DAYS after placing the order. We've run out of 3 of the items and have older pets who need their meds and had to go to the vet for emergency refills - which are insanely expensive. Lesson, either order refills two weeks early or just go elsewhere. UGHHHH

I’m done with Chewy. I’ve attempted to use them off and on for about a year, and every single order has had an issue. They advertise fast shipping, but that’s never been the case for me. I have placed my orders with plenty of time allowed before my animals run out of food, yet inevitably, the order shows up late and we run out. They never notify you that there was an issue with your order either. You have to get in contact with them just to receive a generic response. Right now I’m waiting for an order I placed on a Sunday. Now it’s Thursday, and it just shipped last night. The ETA is Saturday. The order contained cat food and litter. Apparently, the litter is on back order, so they decided it would be cute to delay the entire order. I only found this out after emailing them. Ridiculous to hold up the entire order because of one item. They didn’t even end up shipping the litter, so I’m waiting on the food. My cats ran out this morning, and since I have covid, I can’t go anywhere. I was offered a half hearted apology and a 10% discount off my next order. 😂😂 People really need to hold this company accountable or they will never change their business practices.

Chewy's shipping sucks azz since they sold out to petsmart. Always excuses for not getting it to me on time. I'm jus not gonna order from them anymore

I tried unsuccessfully to get my cats prescription food from Chewy. I checked with my vet who said it would be no problem and for me to give Chewy their phone # and/or email. On Monday morning, I place the order and confirmed the phone # as there is no option to enter email. On Thursday with the website still stating authorization needed, I sent Chewy a message through their website with my vet’s email bc my vet always emails me back quickly. Friday night, I get a call from Chewy that they are going to cancel my order in 48 hours bc they haven’t been able to reach my vet. I asked if they emailed as I requested and they said NO, they sent a fax. I don’t even know if they have the right fax #. This customer service person assured me that they will email my vet. On Monday, I email my vet, explain the situation and ask if they can call Chewy. My vet emails me back within an hour to report that she called Chewy and gave verbal approval. The vet had not heard from Chewy at all previously! For a week! I wait three hours and call Chewy to confirm that they received the approval only to be told that they have no record of the phone call or approval and they can reach back out to my vet! Later that night, given how unreliable and difficult customer service has been, I call back again having decided to just cancel my order, explain the situation to yet another customer service rep who says she does see a record of my vet giving verbal approval but it must not have been transferred over to the pet diet division, yet. Unfortunately, their pharmacy / pet diet division does not seem capable of communicating internally or externally to process an order.

I placed a ordered beginning of the month. Was told 1 to 3 buisiness days. Messaged and got a generic response.Sent another message and was told I should have ordered it earlier in the week and not the day I did. Called and was told I would be getting the tracking number by end of buisiness day. Never got it. Just horrible overall experience now I have to run around waste time hunting down simular products. And stop using Covid as a cop out.

Tired of not knowing when to expect my dogs food. It showed arrival date for one date and then overnight changed to another leaving my dogs with no food. Where I live there is nowhere within 70 miles one way to get the food they have been eating for 3 years. In the past when this happened they were very apologetic and compensated me to have to drive to get it. This time they were rude, unapologetic and actually suggested I call UPS myself and question them. Really? When I brought up the 2 day shipping time, she informed me that it was now 1-3 days and that was only from Tuesday through Thursday ordered time. WHAT? So if you order Friday through Monday there is no guaranteed shipping time. So my response was, so if there are no quarantees and the prices don’t really save you anything, why should I not order from Amazon using Prime? Which I will do from here on, 2 day shipping, great return service, no minimum amount to order and similar prices! BYE BYE CHEWEY!

OK product selection. Above average shipping if you’re not comparing to Amazon. I needed to return items today and spent an hour and a half on the most customer-unfriendly repetitive gibberish I’ve ever encountered. To cap it off, I was unable to download the return label emailed to me. When I called “customer service” lol, I was informed the Chewy system “doesn’t like smart devices,” and that I would need to find a desk top computer. Huh? It’s 2020! I asked to speak with a manager, waited 10 minutes before I was able to share with Kyle my frustration with the onerous procedures. When he replied it is what it is, I asked who was in charge of that system, he replied, “No one.” I think that says it all. So bye bye Chewy!

Customer service is a joke. We ordered a crate/kennel for our cat so we can finally actually get some good sleep at night and it has taken about 10 days to ship here. I find that utterly ridiculous to be honest. Even reached out to them through e-mail and everything telling them to cancel the order and refund me because it was taking too long and could have gone to the store and got it way sooner. Even still shipped it anyway and kept the money and didn't even ship it in 1-3 days like they stated. I don't recommend this service for your pets. My girlfriend even ordered cat food and it didn't come in time so we had to go to the store to get by. Not okay