Chewy.comReviews of chewy.com

Absolutely awful experience shopping with Chewy. I placed an order for frozen food which was never shipped. I called every day for an update, and while customer service were always friendly, they could do absolutely nothing to investigate or help. I was advised every day that it would be shipped that day. I escalated to a manager after 5 days and she claimed that my order was stuck and that she would create a replacement order. The next day there was no confirmation, and customer service could find no record of this replacement. I cancelled the order and will not use them again based on this awful experience. Also the line would drop on ~50% of my calls which is terribly frustrating.

I am absolutely appalled by the predatory and fraudulent practices of Chewy. My husband placed his first-ever order on November 21, 2025, for a Roborock vacuum, using a $350 gift card plus additional cash. Without a single email or notification, Chewy banned his account and cancelled the order. We only discovered the ban after reaching out ourselves five days later to ask why the item hadn't shipped. The "support" we received was a nightmare: • Inaccessible Refunds: They claimed to refund the gift card, but they "refunded" it back to the account they had already banned and made inaccessible. They essentially locked $350 of our money behind a digital wall. • Baseless Accusations: Their "specialist team" claimed the account was a duplicate. This is 100% false, yet they refused to provide any evidence or allow us to appeal. • Weeks of Ghosting: After hours of pleading, one agent opened an investigation and promised a check for the gift card balance. We waited weeks, checking in every other day, only to be told they "upheld" their decision with no further explanation. Chewy is effectively defrauding customers by taking gift card funds and then banning accounts to avoid fulfilling orders or returning the balance. They are holding our money hostage and refuse to provide even a shred of proof for their claims. Do not trust this company with your money. They have zero interest in helping innocent customers and seem more than happy to pocket your funds under the guise of "internal policy." We are still fighting to get our money back and will be reporting this to the Better Business Bureau and state authorities.

They canceled my order and couldn’t tell me why

Terrible company. They work with Fed Ex, which is also a terrible company. Items do not get delivered on time. They tell you the delivery date and that it is on truck. Then they keep moving it back several more days. And again more excuses.

I placed my first ever order with Chewy on 21 Nov 2025. I had a gift card worth 350USD. I put together some cash with it to order a Roborock robot vacuum from the vendor. Chewy banned my account, cancelled my order without any sort of communication. After reaching out 5 days later about the status of my order, they told me about this ban. They also let me know that they refunded my money. The refund of the gift card was made to the banned account that was inaccessible. After hours of communication, they let me know that some ”special" team found my account to be a duplicate of some other account and banned it at their discretion. However, they refused to provide any evidence to support their claim. They provided no option appeal my ban. They provided no option to retrieve my gift card credit from the banned account. After talking to a hoarde of unhelpful customer support for hours pleading my innocence, one was kind enough to open an internal case and promised a cheque to free my gift card credit upon a successful investigation. After making me wait for weeks (where I checked back every other day), this company told me they had reached the same verdict and upheld the ban, yet again providing no evidence for their claim. I do not know how many innocent customers they are defrauding in this manner. I would like a refund for my money and exposure of their malpractices.

They need to switch delivery companies. I am 70 and can barely walk and fed ex keeps leaving my cat food downstairs. I'm on the second floor how am I supposed to bring it up

After 1 year of $$$ worth of bird seed, their warehouse sends busted bags 2x back to back. I do NOT recommend them due to horrendous customer service. All they care about is replacement and NOT fixing their problems on shipments. AVOID THEM. Use PetSmart or Petco instead.

Every time I order from chewy there's always a packing issue, mostly the food is thrown in an unsealed broken original box like the took cans to make up 1 box and not even taped. The cans are broken and dented but they sent it any way, 1 time couple of can was leaking and the entire box had wet food on Every can which had to be washed. I tried to file a complaint with the supervisor of shipping miss Trinina who was no help but just sorry and refused to send me a copy of the complaint I filed then she said I will get a refund then she said something else and I told her that I have recorded her and she got upset and told me to hold on for her manager who never came on the line because I said if you are the shipping supervisor then you should be aware of what the workers doing then another excuse when she say she dosen't work outside but in the office. So why is she the supervisor when she dosen't care what her workers doing, she dosen't deserved to be a supervisor if she don't care about the job and people are paying for something that not up on quality.