Chewy.comReviews of chewy.com

I love chewy. Their customer service is hands down one of the best. The site is easy to navigate and to work with your vet on prescription orders. They send each one of my fur babies a HAND WRITTEN bday card every year. Just blows my mind. I'm constantly referring friends to them. Prices between Amazon or big box pet shops are all basically the same. But the hand written attention trumps it all.

Due to some security update I had to 3 times call in to try and get the order shipped. Apparently you can't ship to someone who doesn't have the same exact name as you. They cancel your order, don't tell you then lock your account for 48 hours so you can't figure out what is going on. After 2 weeks of this and having to go get food for my grandmother's cat I had the account deleted. Too much of a hassle.

These people are the best, quality products and at fair price. I always shop here after having bad, bad experiences at unknown online vendors who appear cheaper.

I would give them 0 stars if I could. I ordered insulin for my dog and it took 4 days to get to me. The ice was completely melted and hot and the insulin was HOT! I called and the chewy pharmacy and the lady told me "it's fine" since it's within the allowed shipping period! Um, I'm not about to give my dog HOT insulin and you should know better! She said there's nothing they can do for me because they are out of insulin and can't send a replacement. Complete incompetence! Never again!

I was a loyal Chewy customer for years for all of our pets, however, no longer. In the past several months, their customer service has gone wildly downhill. They used to have top notch customer support who would give really good advice and helpful input on everything from cat food to dog toys. No longer. Most of the time now, packages are never on time. I routinely receive notices that "your item has been damaged en route" with instructions to call Chewy to place a new order, which is a huge inconvenience. If the package is damaged en route and never arrives and the carrier notifies both me and Chewy, Chewy should take the initiative to send a replacement order (an apology would be nice, too, but you'll never get one). Then, you're on hold until someone who makes it clear they would rather be doing anything except customer service comes on to grudgingly replace your order. Chewy also recently opened an online pet pharmacy which sounds great and convenient until you try to use it. I had one good experience but, after that, it was a disaster. They lost my paper prescription that they required I send them by snail mail, at my expense, and then claimed my vet refused to approve two prescriptions. When I contacted my vet, they were shocked and said Chewy never reached out to them. They sent me an email confirming that, which I forwarded to Chewy. Chewy said there was nothing they could do. That makes no sense. At one point, I asked to speak to a manager. A very angry sounding woman who identified herself as Veronica or Victoria came on and said I was required to submit to being on a recorded line. I said no problem and I would record as well. She said she didn't consent to me recording; that only Chewy had the "right" to record (with?) and then hung up on me when I questioned that. Why so afraid? Because you know you're going to give terrible customer service? Everything you can get on Chewy, you can also get online from other providers or, better, from your local pet supply stores. The only thing Chewy had going for it was its convenience and, prior to a few months ago, the formerly good customer support. There's simply no reason to use this company any longer.

Fed up with trying to get my email address off their systems. It was incorrectly provided by someone else and they don't respond.

I am not a person to write reviews, but I needed to share this experience. My dog recently passed away and I forgot to notify Chewy to stop delivery of his food. When I received the food, I immediately email them explaining the situation, and Chewy did not ask questions and not only refunded the money but asked me to donate the food to a local shelter. this is the message "Please know that as part of our Chewy family, we're here for you in any way we can be. I realize that may sound strange coming from a company, but we absolutely mean it. We're here for you now and we'll be here in the months and years ahead. If there is anything else we can do to help, please don’t hesitate to ask." Warm regards and deepest condolences, Thank you CHEWY and Nathan

Started ordering through Chewy since it was easier than going to the store. Shipping was fine and customer service was great! Unfortunately, my dogs didnt touch the food even though it was the same stuff I got from PetSmart. I think it sits in their warehouse too long. This happened with 2 bags in a row. I ended up making the trips to PetSmart and everything seems fine now. Maybe it’s something for you to consider