Chewy.comReviews of chewy.com

I never write reviews, but after my recent experience with Chewy I felt compelled to share. I am not a regular customer of Chewy, so this is only in regards to their online vet chat service. My 6mo old kitten was diagnosed with FIP and within four days his health declined so dramatically we were grappling with the reality of euthanasia. In a series of increasingly incompetent interactions with my regular vet's office that week, I was left with no answers to my questions on how best to care for my dying kitten and when the appropriate time might be to end his suffering. I was lost, heartbroken and at the end of my rope, I was calling other vets just for someone to answer my questions with no luck. I found Chewy's online vet chat service and signed up with zero faith that a $15 chat would be my solution. However, within 2 mins I was talking to a vet, Dr. Emily W., and as I laid out my situation she not only gave me clear, objective advice, she also spoke to me with genuine thoughtfulness and compassion. She helped give me the perspective I needed to do what was best for my kitten in a way I am deeply grateful for. At the end of our chat, she even offered to refund me the fee, I told her not to, I had been so desperate for answers that $15 was entirely worth it. She ended up refunding me anyway. Today, I received a hand written card from Dr. Emily and Chewy sending condolences. I know this is good customer service follow up, but it was thoughtful and touching in a way that few customer service interactions get right. Thank you Chewy and Dr. Emily, this was exactly what I needed.

Chewy has exceptional customer service! Actually, they have the best I’ve ever experienced! The response time is crazy fast and they always resolve issues in favor of the customer!

Dear Chewy's: We had a dear family member named Tiki, a Shih Tzu. He always brought a smile with his positive attitude toward family life. At about ten years of age, he developed food allergies and we were forced to switch to prescription foods. It was important for us to order and to receive his food in a timely manner, and local sources often would run out of inventory. When we started using Chewy's, our problems were resolved. Orders were handled quickly and arrived at our doorstep expediently. After 14.5 years we finally had to say goodbye to our Tiki. We had some final issues toward the end, and we want to thank La'Vonya on your staff for her thoughfulness and kindness in helping us resolve those concerns. We appreciate her sympathy and support when we needed it. Again, thank you for the way your company made us feel welcome working through some trying days. --Natalya and Bohdan Porytko

Usually they are good about sending your products out but lately its a mess. You order stuff, 5 days later they e mail you and they don't have it and won't be shipping it out. This is a huge problem for animals on prescription food. Very hit and miss which is an issue when talking about food!!

Our pet passed away unexpectedly and we just bought a huge bag of prescription dog food from chewy. When I called to let them know they were very understanding and no questions asked. We were told to just donate it to a local shelter and within 24 hours we received a beautiful boutique of flowers and vase from them with there condolences. They may not be a small/local business but they definitely have the feel of one.

My cat's prescription food has been on autoship for a year. I called on 2/13 to move up the delivery and was told it would be delivered by 2/15, 2/16 worst case. I made it clear I would run out if the bag didn't arrive by 2/16 and was assured it would arrive in time. Later on 2/13 I received an email simply saying there was a delay and that there is nothing I need to do at that time. 3 days later I received 2 emails saying Chewey.com couldn't reach my Vet to get the rx updated. As a result I ran out of the prescription food and have to find time in my very booked day tomorrow to run to my Vet's office and hope they have a bag of the food. They often don't have it, which is why I set up the autoshipment. My cat has IBD so this is the only food he can eat. All of this could have been avoided. Chewey knew the rx expired and said nothing to me in the phone call where I requested to move up the shipment. Then the email I received later that day still said nothing about the shipment being delayed for an updated script from my Vet. Only 3 days later did Chewey communicated that they couldn't reach my vet for authorization. This is so unacceptable because Chewey.com knew the rx was expired and their employees couldn't tell me that when I called. I could have called my vet on 2/14 to ask them to reply, or purchased a bag of the food from.the vet that day, but was not given the opportunity because of multiple failures within Chewey's system. Their 1 generic delay email made it appear there was a temporary delay and it literally said there is no action needed on my part. That was far from reality. All Chewey had to do at time of order on 2/13 was to tell me they couldn't process the order due to the rx being expired. Instead, this was not communicated, the food didn't arrive today as planned, and I will have to try to figure out how I can get to my Vet's office to get food and hope they have it (they often don't). All of this was preventable but Chewey is an antiquated company so couldn't handle the straight forward task of notifying me at time of order that the rx had exoired. I could have ran to the vet on Monday.

Recently, we received 2 packages of dog food. However, our boy died 2 days prior to receiving the food. I called chewy in hopes to return it as it was expensive. They graciously refunded the food and asked it be donated to a local shelter or rescue. We will HAPPILY donate to the rescue we first got our boy from. THANK YOU, Chewy!

After I had to put my dog Annie down, I had a new case of her food left. Chewy asked me to donate it to my local shelter, the refunded me the cost of her food. The next day I received a beautiful bouquet of flowers from Chewy.