Y L.
Customer since 2014. Overall great.
Update: Dropping from 5 to 1 star because I see obviously fake 5-star reviews. :( -- I've been ordering from Chewy since 2014. Some years, I only place a couple of orders, while other years, I place several thousands of dollars worth. For the most part, I am a bargain shopper because I have so many mouths to feed and also foster. The only items I tend to buy on Chewy are from their Deals section. Occasionally, I might buy a pharmacy item. Although no business is perfect, and I've certainly had some downs with Chewy, they have pretty much always made things right. If anything, they go above and beyond. The happiness-guarantee sort of strategy really does work, as I often catch myself thinking like, "Well, I won't buy it here [on Amazon]. I'll give Chewy the sale instead. I owe them." For the most part, my orders are 100% accurate, the expiration dates are good (except on some Inaba cat treats they are offloading during promotions), and I very rarely have anything arrive with damage. The shipping is usually super fast. I often get stuff the next BIZ day, even if I ordered close to midnight the previous day, which is pretty crazy. Over the years, I have grown to appreciate Chewy more and more as I deal with the lousiness of other merchants who have terrible, incoherent customer service or don't process prompt returns/refunds. In contrast, Chewy has had a U.S. based customer service from the start, and they are amazingly fast with refunds where due. I was suddenly inspired to write this bolstering review for Chewy because, recently, I noticed that Rakuten is trying to steer away business from Chewy by showing a pop-up for terrible stores like Petco or Petsmart, offering an enticing coupon and juicy 20% cashback if I buy the same item from those retailers instead of Chewy. How dirty of Rakuten to be selling outside merchants an opportunity to interfere so directly with my shopping on Chewy.