Chewy.comReviews of chewy.com

I have been a satisfied customer for years. Their prices were always very good. Now the dog food I purchase is the same price as my local shops. I ordered a dog food on Chewys app that offered a free dog treat with an offer good until July. So when I ordered in April I found nowhere to order the free treat. I went to chat and was told there are no treats as they ran out of them! No I'm sorry, no substitute. Acted as if I should just have known they were out of stock. So I sent an email telling the same story and got the same cold response. Out Of Stock. Not even we will send it when it comes in. How can that be in April? The treat itself is meaningless. The fact that an offer can be out of stock so soon and their uncaring attitude matters.

I have to say Chewy is one of the best, Now I have to explain why I am adding this review. I was on Chewy today ordering Food for the pups. I did Receive a Bday card for my big guy. 20% off your bday shop. I did purchase some chews for him. The code did not work. I went to the chat where the CSR advised go to bday shop. I asked her to direct me. She did not. Left me cart locked. I went back on chat informed them of the lock and the code not being able to be used. NOTHING no I am sorry, NO explanation for anything. I did the purchase today however I will go somewhere else. Why give a code if you can’t get what the animal likes? Makes no sense. They were great a couple years ago. Would go out of the way to help. After 2 CSR’s not a thing….If I want o be ignored I can go anywhere…Thanks Chewy it was nice while it lasted…. Sad day….

The products are what my cats want. aside from that, their so called autopilot option is presented in a rigged and misleading way. for instance I asked for autopilot delivery for an item every 4 weeks and they quoted a low per unit price but when I got to the checkout -suddenly the total price was right back to the original pricier per unit cost. That's a clever form of stealing that chewy evidently believes no one will notice. I did and it soured me on their lack of integrity. when i called them on it, several times, the call was suddenly disconnected each time after asking me to hold the call until they came back. No wonder my veterinarian will not deal with them.

They have in the past always had fast shipping but in the past few months that has gone downhill fast. Waiting a week for items is not what their policy states. And the customer service was always superb until yet again that has gone downhill fast as well. I have been lied to about items shipping that never shipped. Like why lie about it, I don’t get it. I have now started shopping more at my local stores. It’s a shame that it has gotten to this point.

Convenient Autoship, but poor price transparency. My Autoship price increased without any clear notice — the review email showed only the total and did not highlight the price change. I only noticed after comparing orders manually. Customer service eventually offered a one-time goodwill credit, which I appreciate, but confirmed that price increases are not flagged by design. Use Autoship, but double-check pricing every time.

Had multiple issues with an order, some items arrived broken, and other items were not the size listed on the website. Was provided a refund so not all bad, but now I have to go out and get replacements.

My complaint is that my friend which is an 80 year old woman who uses a walker to get around has asked them several times to pack 2 smaller boxes when she makes her $50 order which then makes the shipping free. Also that the two boxes be put on the porch or at least inside of her fence. They have yet to do either one of those things. I just went by to see how she was doing and had to roll and slide a package that was more than 40 lb up the steps and into her house. Then she tells me if she had split her orders up they would have given her two boxes but they would have charged her twice for shipping instead of the free shipping she gets when she has one order of $50. If I wouldn't have gone by there it would still be sitting outside. She would have to take her walker out and take a knife with her and open the box, drag in a 16 lb bag of dog food which she can't lift anyway then go back down the stairs and take one case of canned dog food in, then go back down the stairs again and grab another case to take into the house. It's insane how many times she has called them and asked them to correct this only to be told each time "no problem we will take care of this don't you worry!" It's unbelievable! Not to mention that it's been more than a few years that this has been going on. I know nothing's going to be done it will never be corrected but I just want people to have a heads up what they're getting into if they're trying to spend $50 with these people and get the free shipping it's going to be in one big unmanageable box, which by the way, you have to open it up to actually use the handles cuz they're conveniently located on the handles on the inside of the box! Crazy!

The selection is better then what you find in store. I like the ease of ordering. My only issue is to save packaging the boxes are over packed. Making the boxes super heavy. It was killing our local fed ex man So I canceled my auto ship orders and went through Amazon since I order several cases at time. If they fix that issue. Then the company would be great.