Wendy J.
Hooray for Chewy!!!!
I just had an experience with the carrier who would not leave my order after saying I refused it, and sent it back to the distribution center to be returned to Chewy. I was home all day and never spoke to the delivery rep, so whomever “refused” the delivery it was not me. I never even knew the driver was at my building despite instructions on the carrier website with “phone me” in order to gain access to the building. This particular carrier is not reliable in this area, so I knew it would be an uphill battle. After contacting Chewy, I reached a CSR who told me he would help me if he had to stay on the phone with me all day. He told me Chewy had already issued a refund but would send a replacement order. My cat has been eating the same food since a kitten; and refuses to eat any substitutions, so I was fairly desperate since down to last can, although I had ordered in plenty of time. A replacement order would take another week, which would leave me without food since it is not available anywhere near me in the large urban area in which I live; and I don’t own a car. . He said he would try a “work around” which ultimately entailed bringing in a Supervisor. When she came on the phone she told me the particular brand/flavor was out of stock, which just made me panic, in a quiet way. She calmed me and told me she would contact the carrier to ask if they could attempt to deliver the “refused” order. When she called me back she told me the carrier would deliver the order to a nearby store that had an in-store carrier counter! I was ecstatic! When I told her to cancel the refund, she told me I had gone through enough misery due to the carrier’s error and told me to keep the refund and the items. Chewy epitomizes the phrase “customer service”! I am so impressed I want to shout it from the rooftops! I have read heartwarming stories about the company, and I hope my story is added to that list. They truly understand the foremost needs of our furry friends, which in turn allows us humans to provide loving care for them. Win win!