Chewy.comReviews of chewy.com

I have been shopping at Chewy since our dog was a puppy and he is 8 now. I have told several friends, family, and coworkers about Chewy because I have always thought the customer service has been great and the auto ship is convenient for his food. Not only have I been buying his food from here for the past 8 years, but I have also bought treats, dog pillows, flea treatments, etc. It is a little frustrating to me that over these 8 years they have never done any kind of loyalty program or offer discounts. The only thing that has changed is the dog food has gone up A LOT in price. I have received emails for gift cards if you spend so much money but the expiration date is never listed anywhere noticeable. I just tried to use one today and of course it expired a couple of days ago. I have found other companies that offer loyalty rewards and free bags of dog food after so many orders. I will be making the switch to one of these today.

good company, good prices, but I need a choice other than Fedex for delivery since they are horrible in my area

Weeks before I found out Looie was sick, I ordered from Chewy a case of 24 cans of his special, vet-approved dog food for his bladder stones. This amount of food would last over 6 months. Then Looie became sick and quickly crossed over the rainbow bridge after using only 6 of the 24 cans. I didn't want to sell the food because it should only be prescribed by a vet. I contacted Chewy and informed them of the loss of my best friend. I asked if it would be possible to get a partial refund if I returned the food. They immediately responded that they would process a full refund and that I should donate the food to an animal shelter or vet office. I have since donated the food. Then today, I received a package from UPS which was odd because I had not ordered anything. I grabbed the box and it was slightly opened. I curiously checked the contents and found a beautiful bouquet of roses from Chewy. This is what their note said: "We're so sorry to hear of your loss of Looie and our hearts go out to you. We know this time is tough and we're always here if you need anything". Warmly Your Chewy Family

I absolutely loved this service for my dog. I cancelled and they asked the reason and I said my dog passed away. They sent me a card with condolences and I am shocked. Amazing company and so glad I used them for my dogs needs.

I contacted Chewy because I was having an issue with their delivery carrier Fed Ex. My order was going to be returned to Chewy and I was asking that they contact Fed Ex to request delivery. My request was quickly forwarded to a supervisor (Claire) who not only filed a case for non delivery with Fed Ex (a common issue I have with Fed Ex), but also sent a replacement of my order and credited my account 40% of my purchase price. It turned out that Fed Ex finally delivered my order after 7 "attempts". Claire insisted that I keep the replacement as well, despite arrival of the original order. She told me that customer service is very important at Chewy. Bravo and well done Chewy! I have never had a customer service interaction this positive. I am impressed and will continue to get my pet supplies from Chewy.

I placed an order for $75 and got this mail: We're sorry, we're unable to process your recent order 1350498479. We’ve identified this order as potentially purchasing items for freight forwarding outside the contiguous United States, and we are unable to process your order at this time. Since we are an online retailer, not a distributor, we encourage businesses like yours to contact a distributor directly. My answer: I have no business! I have a 16 years old cat I recently had to take all her teeth out, and this product is the very few things she is accepting to eat! Do you want pictures, so you don’t blame in vane? How can you lose a client by making assumptions? You made me place a call and you couldn’t ask? If I came to your website is because Amazon doesn’t have chicken flavor; they are sending me 10 boxes with 5 packages like yours as we speak, and they are THE MOST IMPORTANT ONLINE RETAILER!!! What you’re doing sounds either as a racist/nationalist matter… or as people very bad in doing businesses and very good loosing clients!

I have been spending $$thousands$$ in products (food, litter, toys, catbeds, litterboxes, prescriptions) at Chewy for years. I recently did a 5-star review on a cat fountain. Suddenly, I got an email from Customer Service saying they refunded me for the cat fountain. Megan had totally misunderstood my 5-star review. While reviewing the fountain, they asked me to take a survey. In that private survey, I mentioned the huge larvae I found in Fancy Feast Turkey Gravy Lovers, how Chewy failed to publish my review to warn other customers (I brought it to their attention), and that I was still upset that Chewy chose to protect Nestle Global instead of their customers. Within the hour, my Chewy account was disabled and 3 of my autoships were cancelled via emailed notifications. I wrote the president of Chewy. Got no response.

I have used Chewy for several years for my cat’s food and Breeze litter supplies through their subscription service. Once, they didn’t have the EXACT items for my subscription in stock, and I got an email saying I could order replacement items with free shipping (code provided.) The problem is that the code didn’t work; I had to buy extra product to get free shipping (I figured it would get used, right?) Then the item came back in stock, and they shipped the subscription! Suddenly I was buried in product and had spent WAY more than I had budgeted for! I thought it was a fluke until we got a puppy; then this nightmare happened: I ordered the 54” x 34” x 30” Frisco Heavy Duty Enhanced Lock Double Door Fold & Carry Wire Dog Crate & Mat Kit. It arrived in a box that had been previously opened and then taped shut again. All the cables to secure things inside the box had been cut, and the pieces had all been shoved back into the box in such a way that they were all caught on each other and bent badly (despite being a heavy-duty metal crate.) We had to cut the box open to get the pieces out. It then took us over an hour JUST TO SEPARATE the parts and another two hours to assemble (as it required bending many of the pieces back into place as much as possible.) When we finally got it together, we discovered that the side door did not latch or swing properly due to bending in the frame (we tested the door before assembly; it swung and latched fine. However, once held “straight,” there is not room for the bent pieces to flex enough to work.) Also, the bars don’t line up with the latching mechanism. Finally, the ad says (in three places) that there is a divider, but there was not one in our box. Chatting with a Chewy rep, I asked to be sent a replacement panel for the one broken side preventing us from using the crate as intended. I was told this could not be done (which, I get, in theory. But why pay to ship a whole crate here and back when we only need one piece?) I was offered ONLY two options: 1. Spend another $216 to buy another crate and eventually get a refund or 2. Request a replacement BOTH of these options, I was told, could be completed ONLY AFTER I disassemble, rebox, and return the entire crate we had just finally put together. Other than repeatedly saying that they understood I was frustrated, there was no consideration for: - the time and energy I had already spent assembling the crate OR - the time and energy I would have to spend disassembling the crate OR - the week I had already spent waiting for the crate to arrive OR - the MONTH (at least) I would spend with a puppy but no crate because I would have to wait 5-7 days for the box (which I had to specifically ask how I would get one before they said they could send me a new one) to arrive, then rebox the crate, then notify Fex ex it was ready to be picked up, likely wait 1-2 days for them to pick it up, wait 5-7 days for the box to get back to Chewy, wait god knows how long for the replacement to be processed, wait 5-7 days for the replacement to ship out, cross my fingers that the replacement wasn’t also broken, and finally assemble another 32 cubic feet of crate. OR - if I bought a second $216 crate, the week IT would take to arrive, AND cross my fingers that the replacement wasn’t also broken, AND finally assemble another 32 cubic feet of crate. OR - the fact that Chewy sold me something someone else had obviously returned without even checking to see if it was in a condition to resell and/or if all the parts were still there. ***I was notified two days later that they can not, in fact, send me a box to return the crate in, but I am welcome to buy one from Fed Ex!*** It is NOT MY FAULT that Chewy failed to verify that the previously returned item was not damaged. It is NOT MY FAULT that Chewy failed to confirm that all the pieces were in the box before reselling it. It is NOT MY FAULT that the crate is bent so badly that it doesn’t work properly. But Chewy apparently thinks it should be ENTIRELY MY RESPONSIBILITY to do all the work (multiple times,) be out twice the cost of the product, buy a replacement box, be without the product I paid for, and/or eat the loss entirely. I did not ask for a free crate. I did not ask for a discount on my crate. I did not ask for a credit. I did not even ask them to provide me with the missing divider. I ONLY asked them to replace the one panel, which was so broken it rendered the entire crate non-functional! I do not find this to be acceptable customer service. So, we suspended our subscriptions and sent in a review of the crate, including our opinion of Chewy’s service. That review is “under review” (and has been for four days as of 05/08/23.) We will see if they actually care or not. In the meantime, if you get a large or bulky item that appears damaged in any way, send it back immediately. Don’t try to work with it, or you might be stuck with it.