Chewy.comReviews of chewy.com

I have been Chewy customer for years. I moved so stopped auto deliveries until after at new address. After move went online, changed my address , resumed auto ship, double checked to make certain new address was on ship to and billing then placed the auto order. Food shipped to wrong address. Double checked website and it indeed had the new address listed as primary ship and billing address. Called , rep said first he couldn’t find me in system despite giving him all correct info. Finally found me but said couldn’t find order info. Finally found that After many “holds” and confusion on his side said he would replace order but absolutely insisted that I had somehow duped them and not changed my address until after I placed the order. This was ABSOLUTELY FALSE. In essence he accused me of lying. I repeatedly asked to speak to a manager and he refused and instead of listening just kept talking over me. Insisted I was at fault. I WAS NOT. Worst customer service I have ever encountered. Very much doubt I will get a replacement order.

We’ve been using Chewy for forever. For autoships on food and random toy/supply purchases. I’ve had two instances where I’ve needed to reach out to customer service to correct something for me that were MY fault. The first time, an autoship went through before I had time to change the flavor of dog food since she wouldn’t eat the current one anymore. They responded promptly and had a replacement order with a different flavor sent out free of charge and asked me to donate the previous order to a local shelter (happily!). The second time, I had an order accidentally sent to the wrong address and they again responded promptly and sent out a replacement order free of charge. Might I add this happened over a holiday and they were still available and able to correct this for me! They have top notch service and are so pleasant to deal with. Both of these occurrences were my error and they made it right for me. We love doing business with Chewy and are forever customers.

I ordered 2 dog beds that were delivered to the wrong address. The customer service representative was very non-chalant about it and simply said fedex provided a picture but it is very blurry.She offered to send it again but I already waited days for the beds. I have never ordered an item and not receive it. No offer to reach out to fedex or suggestion that I do so. I opted not to have it delivered again and will use Amazon instead. Very disappointed with the representative’s attitude. She acted as if what happened is common place. I rarely use Chewy and will not use them again.

This company's customer support team is top notch! I had an issue where an order had been left outside in 115 degree heat index, which could've led to spoilage of the product. One call to customer support resulted in a new shipment of the product at no additional charge. Couldn't be more satisfied and am looking forward to future transactions with chewy.com.

Placed an order for much needed meds for my dog. I ordered on the 13th and was notified by Chewy and FedEx that it arrived the 16th but FedEx lost the order and I called Chewy the same day. They supposedly reprocessed an "expedited" order (talked to them directly). Vet approved the reorder on the 17th (don't know why a re-approval was necessary since the vet already approved 3 days earlier". Everything was ready to go at Chewy on the 17th. On the 19th they texted and emailed asking if FedEx ever found my order. I called immediately and told them FedEx claimed they delivered it and blew me off. Chewy sat on the order another 3 days before they shipped on the 22nd and finally arrived on the 24th. The original order took 3 days from placing order to supposed delivery. The "expedited" order took 8 days. I would bet the high ratings for Chewy were for originally placed orders because they obviously don't have any kind of process for lost orders.

Purchased a prescription medication, sent original paper script from the vet. I clicked on the picture of the green box instead of the "TEAL" box. After serval days my order was rejected without explanation. When I called to ask the reason order was rejected, the customer service kept repeating I "would have send the original paper script in via snail mail, they don't accept copies." When I stated Chewy already has my original script on file via snail mail. This person would repeat "have to send in original paper script." Over and over and over. 6 month later, attempted to purchase 2nd half of prescription. After ordering, Chewy created 2 more auto-ship orders of medication 1 month apart (same medication) after sending my order. Had to call to cancel the auto-ship orders, and customer service could NOT understand what was going on.

I received a sample of DELECTABLES SQUEEZE UP WITH TUNA & SALMON for cats In the mail despite the fact that i have a dog. My dog seemed to enjoy it still, and licked up the sample

Horrible customer service!! I placed an order for medication and right after, I got a email saying to call them and my account was disabled. I verified my info and order and was told my account would be reactivated. I still couldn't log in. I emailed them, and they told me to change my password. I did and still couldn't log in, emailed them back, and was told my account is still disabled and to call them again. Like, why do I have to call again when I already verified my info? I'm sure I'm going to call, give my info again and have my account still be disabled. Then they will probably want me to call a 3rd time, maybe a 4th and 5th time. My dog will run out of meds and I don't have time to screw around. Unfortunately, Chewy is the only place that carries the dosage of meds I need.