Chewy.comReviews of chewy.com

Recently our 11 y.o. Great Dane was laid to rest. We were receiving meds from Chewy on a regular basis. At the time of her passing, we had just received the latest package. We called to explain the loss and to arrange a return. They handled it with the utmost concern knowing that we were grieving. The next day we received flowers from Chewy and their condolences. It was more than unexpected. Above and beyond. Exceptional customer service.

On Sept. 3rd, 2022 I placed an order with Chewy. Nadia was my representative. As I was placing my order she inquired about Sweetpea. I informed her that my old feral turned housecat had recently passed away. Today a florist arrived at my door with a small vase of fresh flowers. In memory of my buddy Sweetpea. Thank you Nadia. Thank you Chewy. You are stand up in my book. ❤️

Phenomenal Customer Service. I am consistently blown away by Chewy's customer service & the service they provide in general. I've been purchasing from Chewy for about six months now, both with autoship orders & individual orders. The website is streamlined & easy to navigate, & carts are so easy to adjust. I can adjust the dates for my autoship order without any fuss, & add items to ship one time with autoshipped orders. I've yet to have an error in my shipments, which is more than I can say for most places I order from. When one of the items (a dog toy) I ordered left us feeling disappointed, because it didn't last/live up to expectations, I left a review explaining why it didn't work for us, hoping it could help other shoppers. I expect sometimes toys, in particular, just won't work for us & that's just how it goes. What surprised me was an email from Chewy soon after, letting me know they were so sorry it didn't work for us (they put in thoughtful, personal touches, like saying each of my dog's names in the email), & that they were sending a full refund. They reminded that they want to ensure satisfaction for everyone & to feel free to reach out for any issues. I was so surprised, because I really do believe sometimes toys just aren't a great fit, & no one is at fault. But the customer service has really made me feel safe in continuing to purchase, because I trust if there are issues they will help resolve them. We've also received birthday cards for our dogs, & a surprise of an incredibly beautiful painting of one of my dogs. The little things they do really mean a lot. Even though I know businesses work hard to build these moments to ultimately build brand loyalty, it's rare & feels special when it happens. The personal touches remind me how nice it feels to support a business supporting others. It's a nice change from big box stores. When I started ordering through Chewy, I was not convinced I'd keep it up. I initially believed it was somewhat of a luxury to order items from sites like Chewy, like you had to expect to pay more for the convenience & service. My experience has been that the prices are the same, or often better, than when I'm shopping at other big, discount stores. The selection is much better, & the reliability of getting the product is ultimately what led me to Chewy in the first place. I was tired of going to the store, only to find they were out of my dogs' food repeatedly. Now it shows up at my door, exactly when Chewy says it will - if not earlier. I'm truly grateful to have given it a try & I hope sharing this helps others, who may also be wary of spending more for convenience. I spend less, there are some great perks (like chatting with a vet for free if you utilize autoship - which I've done & it was such a great experience), & the customer service is second to none. I've got several happy critters who are also grateful I found Chewy & we aren't looking back now. :)

Chewy/Fedex have failed to deliver my packages on time on several occasions now. My deliveries are time sensitive. I receive emails telling me I will receive my package on set day, then an email(s) will come through saying, Oh so sorry, package damaged, we are running late, same old lame excuses. I even call customer service and same old SSDD excuses. The warehouse I receive my order from is 4.5 hours away and this is not rocket science. If Fed Ex can't get it together, then find a carrier that can. You give your word and then renege, which qualifies both of you as liars. I will never refer anyone to you again. 1-800- Pet Meds, AlliVet, Doctors Foster and Smith are others that can be used along with local pet stores and they deliver or do curbside as well. VERY POOR BUSINESS FORM, VERY POOR.

In the past I have loved Chewy, they deliver quickly, they are super sweet when you loose a pet sending flowers and are kind all around, however, as it pertains to this order i am EXTREMELY disappointed. My vet approved these pills in a timely manner, and i called Chewy multiple times as I noticed it was delayed. I was assured multiple times that they would rush the shipment, even claiming they would overnight it. NONE of this happened. I had to REQUEST this, where at a different online pharmacy i never even mentioned that with one order and they immediately stepped up and overnighted a shipment. Maybe its the pharmacy department but regardless, it is my mistake, i should have spoken to a manager. For pills i will go back to another meds company at this point.

I went on-line to get Purina pro plan urinary tract health for my cat. Stores around here are sold out a lot anymore. I couldn't get over how expensive it is on chewy. I have had this issue before with Chewy. Also nothing is every delivered on time. Went back to the pet store to see when it will come in again and was told the day and time to be there. Chewy isn't worth the hassle.

I have a prescription diet to use for my 15 year old cat. The food was out of stock for 1 month. Contacted Royal canin, chewy during this time, many excuses, no useful information. Finally this past Thursday they had the food available. I ordered a case, cost almost $100. They only sell it by case. Chewy uses the horrible FedEx as shipper. Well, I received a text message at 11:46 am, package delivered. No, it was NOT received. I immediately called FedEx and chewy. It turned out it was delivered to a wrong building and up till now, 4 days later, FedEx did not go to retrieve it, because I did not receive anything, they refused to go that day after I reported it. See FedEx review with details. I know, because I did not get the original package. No communication, no explanation, no update, no delivery, no food delivered by FedEx. Chewy arranged for a replacement 3 times. They Paid for priority service twice. FedEx held up the package for whatever reason, still did not receive anything. Since Friday. For the nth time I spoke to chewy customer service. A very nice and helpful lady. She submitted a 3rd request for replacement, 2 cases. It was supposed to be shipped by a different shipper yesterday, to be received today, Monday. I see online in my chewy account that the package was not picked up from chewy. I asked for a supervisor. Apparently my replacement was HELD UP by chewy. One case approved, the other case THEY SENT A REQUEST TO MY VET WHO IS CLOSED SUNDAY AND TODAY. A request to my vet? The prescription is good for 1 year. I can order 10 cases! Why not send the 1 replacement case that was approved???????? Instead of sending out the 1 case which is now an emergency to replace the lost package, chewy decided to hold up and hold hostage both cases. the replacement now turned into a big circus act. Please explain, where is some common sense? Unfortunately the woman I spoke to before was not available, and the manager I spoke to thought it was a brilliant and valid idea to hold up the approved order and wait for the vet to respond. Today is a holiday, they are closed. They were also closed yesterday. THIS WAS A REPLACEMENT FOR THE FOOD LOST ON FRIDAY!!!! Is this so difficult to comprehend? If so that person should not be employed by chewy. So far I thought highly of chewy and their customer service. Not any more. Stop sending me “hugs and kisses e mails” for my cats and deliver my prescription food! Customers want first and foremost availability of products and efficiency in delivery. That’s all I want from chewy. All the other fluff is ok, but does not replace getting what the customer ordered and paid for. If you send the fluff in this case it is a nuisance, making me think you are totally clueless. Chewy should get rid of FedEx immediately!

I LOVE this company they take care of their customers and their pets. They actually send handwritten birthday cards and condolences for your pets. If you’re not happy with something they’ll give you your money back no questions asked with an immediate response. We definitely need more companies like Chewy! Keep up the good work! ❤️❤️