Chewy.comReviews of chewy.com

I placed an order Nov. 8. Today is the 10th and it's here already. I live in a small town in Wyoming. A large online company that touts 2 day delivery gets it here in a week. It's great knowing I can save money with Chewy and get my 'princess' her turkey tendons and food.

Horrible company! I placed order and never received! Made 100 calls to chewy they don’t care!

Thank you Chewy for the beautiful flowers I received from you, regarding the passing of my cat. I had to call and changed my order and speaking with Kristina that my one cat passed away that day and it was so devastating and heartbroken for my family. She was so kind and caring. Kristina was so wonderful helping me with my new order and talking with me. Thank you for thinking of us at this time.... ❤️❤️

Chewy and their customer service have the most amazing people. I’m crying over how nice they were about replacing my dog’s food completely free because I had mixed it with another brand that ended up having a recall. They have even saved her life and my sanity when my dog ate part of her cooling mat with gel. Animal poison control couldn’t give me an answer, 24/7 Vet would charge me $70 for an over the phone answer, but chewy was answered in 1 ring and was able to look up the item 2 years back through orders and go through the tag info to tell me the gel was non toxic and that she would be ok. The effort they go through to help is nothing less than a best friend. The quality, information, honesty, and dependability makes Chewy the only site I order anything for my babies 5 years running. Thank you chewy. You are the role model for any online company.

We had just ordered $68 worth of merchandise from Chewy when our dog passed away, let them know & was going to return merchandise. They sent us the sweetest email with their condolences & that they had already credited our PayPal account back the $68 & to donate what we had purchased!! Is truly a caring company so when we rescue another dog will continue to order through them! They also sent us a dozen red roses! Thank you Chewy!!

Chewy used to be wonderful, but has become awful for customer service. Chewy is the strangest company, some customers seem to be treated as royalty, others like unwanted pond scum. Our rescue seems to be on the latter end. We have been customers for many years, we started shopping with Chewy back when they were known as, “Mr Chewy.” Back then, shipping was fast and customer service was the best. Our rescue was spending close to ten thousand dollars a year with them. Unfortunately, the past few years, our experience with Chewy has just gotten worse and worse. A few months ago, we lost a beloved dog to cancer. We inquired with Chewy about returning a small bag of food since the kibble was too tiny for any of our other dogs. Chewy responded with a “cut and paste” reply and a shipping label to send the food back and once they received it, we would get our less than $20 refunded within a few weeks. A far cry from the flowers sent to other customers who lose a beloved pet, or the “keep it and donate to a shelter.” Ironically, we deal with some very rural shelters and frequently take donations, which Chewy has never supported. Then, last month, we sent Chewy photos of a cat tree purchased weeks before that had carpet falling off, not where the foster’s two cats could scratch, but an obvious defect in manufacturing. Our rescue purchased close to 20 cat trees last year from Chewy and this was the only one we ever had an issue with. Looking at reviews, we were not alone as others stated similar. We were hoping to get a replacement part from Chewy. Instead, customer service reply stated if we disassemble and ship the tree back, they will replace it, a few weeks after they receive it. We didn’t even have the box, so we ended up out a hundred or so dollars on this tree. The final straw was yesterday. If you look at Chewy’s site, they clearly state returns are “simple,” and just to contact customer service. We ordered two bottles of a liquid joint supplement. Chewy shipped the bottles on their side with no packing, only one thin sheet of brown paper on top. The bottles apparently rattled around in the box and leaked all over. I immediately contacted Chewy about a replacement. The response received was an obvious “cut and paste,” and the agent didn’t even remember to change the overly cutesy, “give Custer a belly rub,” ending. We don’t have a Custer. Anyway, the email offered no return option or replacement, just that the issue was being forwarded to management and someone would be in touch within a few days. I figured this had to be a mistake, so I replied making it clear we wanted to return the leaking bottles. The next response from another agent was even more ridiculous, telling me the issue was forwarded to management, being investigated with FedEx and to allow several weeks for it to be looked into. What the heck? I once again replied, again making it clear as I had in my original message, the issue was in no way FedEx’s fault, it was Chewy’s incompetent packing of two bottles of liquid. I guess I wasn’t as nice as Chewy requires customers to be, as I received no response at all. Wow, this from a multi million dollar company that claims returns are fast and simple. I am shocked that a company as big as Chewy would not take responsibility for damages caused by their employee’s negligence in packing orders. Nor, does Chewy care that Marty, our senior foster, is out of his joint supplement. This morning, I will be driving thirty minutes to pick something up locally. I am also putting in a dispute with our credit card company, I’ll let them deal with Chewy. In the meantime, we are requesting Chewy delete our account. We can’t afford to throw money away with a company that puts so little value on our business. Side note, as for Chewy’s website claims, “Chewy gives back,” at least for our small nonprofit rescue, Chewy has never given us a single thing or any support. The only thing they offer is allowing rescues to add a wish list to their site, guess who profits from that?

I want the world to know that Chewy.com is the best company on earth! More than once, customer service has saved me from making mistakes by handling changes instantly over the phone. So, today I told Victoria that my husband had moved out and now had the cat, so I needed to switch Lily's food auto-ship to him. He doesn't have his own account and her food is by prescription, so I didn't know how to set that all up. She got everything straightened out and said I would be getting a big fuzzy discount. I paused, then asked if that was just because she was a nice person. She said that was the least she could do with all I was dealing with (!). She could relate to me since she had to run out of Boston and move to Texas to get away from her ex At the end of our conversation, I told her that I hoped her life had improved since her move and she said "Oh, yes. I have been here for two years now and met a wonderful man." Isn't that amazing? and kind and caring? Chewy finds these wonderful people that make contacting them a pleasure.

Chewy is honestly amazing. They have gave me refund anytime anything has happened. They gave me a refund just now when my dog is in kidney failure and I forget to cancel my order! They said donate the bag to a shelter. Simply amazing they have always been amazing.