Chewy.comReviews of chewy.com

I’ve been ordering from Chewy for years. I have probably spent a few thousand dollars. Lately though orders are not coming for long periods of time. I have been waiting almost a week for my cat litter. Chewy does not seem to care like they used to. Like the reviewer before me, stop blaming Fed Ex. That is the company you’ve chosen to deliver for you! If they’re not up to par, it might be time to go to UPS or something? Whatever the case, YOU CHEWY are the company that is saying you deliver in 1-2 days! NO YOU DO NOT! I’m done ordering from Chewy.

Update: all 4 packages referred to in this took 15 days to arrive because of FedEx. Let me preface this with, we spend a lot of money with chewy. If you would have asked me before, I would’ve said, I love chewy! But past couple of months… inexcusably SLOW Chronically slow-8 days and still no stuff slow. You’ve lost a longtime customer, Chewy, by refusing to be PROACTIVE and use another shipper in future for orders other than FedEx. We have 4 boxes now on day 8 since order was placed. Why not switch to UPS? UPS always delivers on time. We used to get stuff next day or in 2 days from chewy. Last 4 orders (ordering from Petco now, took 2 days! Arrived via UPS) yet chewy reps blame it on FedEx (okaaaay, but if you continue to use them no matter what timeframe of delivery service (15 days) We got UPS on Saturday, did FedEx come? Nope. If your business is SHIPPING food, medication and pet items that pets need; and FedEx not reliable meeting this, taking 15 days for delivery) then the delays and not meeting delivery time frames is reflection of Chewy not FedEx. I refuse to support a business that gives me subpar service with deliveries of 4 packages taking 15 days. You’re ultimately the company I’m doing business with, Fed Ex not having drivers… Not my problem! Chewy claims a 1-3 day delivery and you’re not honoring your commitments now with FIVE shipments total (had a previous one in early November) at 8 days and still not here. Aside from the excuse “FedEx is short staffed right now”, (again, so why do you continue to ship with them?!) there’s now the added excuse from Chewy of “it’s the holidays, things are running slow…” I don’t care what the excuse is, I don’t have my stuff. Some of which is PET FOOD! Food is not optional for living creatures. 15 days?! Not my problem that FedEx can’t get drivers, but it is a reflection of Chewy because you continue to only ship with them. Ive never have a problem with UPS I am betting UPS ground would have had my stuff here in 3 days which is a lot more acceptable than FIFTEEN days. I tried to be proactive and call chewy, make them aware of the problem and if it continues why they will be losing me as a customer, but it seems to fall on deaf ears since chewy can’t deviate from their exclusive shipper, FedEx. Apparently they’re willing to lose a long time, loyal customer…and I’m sure this can’t be just happening in our area. I estimate we’ve spent a couple of thousand bucks with chewy in the several years we’ve used them. I have had to call chewy daily with my food and supplies I needed. I had to call Fed Ex several times, about an hour of my time every day for 10 days, trying to track down my dogs’ and cats’ food. I shouldn’t have to do that. Screw that. I’ll support other pet stores with my $$. Obviously chewy doesn’t care if my pets get their food or not. But yet the reps end the call with, “give (insert customers pets’ name here) kisses!” Really? Hey chewy, if you really cared about my pets wouldn’t you get their food and medication to them on time and not tell me your hands are tied when it comes to shippers. My animals need their food and medicine not kisses and taking 1 hr of their mom’s time daily. You’d think they’d let Fed Ex know it’s not acceptable to deliver food, medication and supplies in 15 days?! I mean, that’s your business chewy, SHIPPING pet food, supplies medication out to customers in a timely manner. It’s not like we live in Alaska! 9 days is UNACCEPTABLE. Some of the food we get is special food for one of our dogs, who needs to be on it for her illness, which makes her food basically like medication. It’s the only kind she can eat, per our vet. I thought ordering 6 days before I anticipating running out would be sufficient. GUESS not. Maybe if you lose enough customers you’ll finally get order to pet owners in a few days like you advertise?! It has nothing to do with the holidays but apparently it has everything to do with Fed Ex. I guess you’re okay with losing customers and become one of those companies that provides subpar service. We pet owners rely on our food, medication and pet items to reach us on time, our animals rely on it. Your advertised slogan of a time frame is 1-3 days not 15. That’s Absolutely unacceptable. What’s even more unacceptable is hearing, “yeah… using someone other than FedEx in the future for your orders, that’s not an option…” WTH?

Not only does Chewy offer everything my puppy needs, but they ship quickly (most times for free), and THEIR CUSTOMER SERVICE IS UNMATCHED!!! No waiting or talking to an automated system. I talk to a real person, and most of the time they ask me to donate items I wish to return to a rescue near me. Talk about all the “feel goods” every single time I deal with Chewy ❤️

I loved chewy while I was stationed in the U.S., however, as soon as I'm overseas with an APO/FPO address which is the equivalent as a state side address for the military, items can't be shipped. It's very disappointing that going overseas means I have to be at a sever loss for the available services and merchandise chewy offers and I just wish they would get their act together so they can get things shipped to APO/FPO to take care of the four legged family members while we are away from home.

I called Chewy yesterday, because my cat Lukie had just passed away. I had 4 cases of quite expensive prescription food that I had just received for him, and I asked if it would be possible to return it to them. I was on a chat format with my inquiry. Emily, the girl on the chat, immediately used Lukie’s name (they have it due to prescription required to buy the food) and asked me if I would like to share anything special about him. That made my cry, of course, and I just typed that he was a very good boy and we would miss him very much. She told me she was sending her sympathy and that of the company in the texted chat. I thanked her, then she told me to simply keep or donate the food and in addition, she was crediting my account for $250. I thanked her again and marveled at the amazing customer service. I have always experienced way above and beyond with Chewy (free shipping, receiving in a day or two, a heated cat house that didnt work and a replacement the next day, etc) but today I received this flower arrangement, and it just happened to say how sorry they were about Lukie and it was signed Emily, with Chewy. What an amazing gesture (and not inexpensive to do either) of customer service at a time my heart was sore. I will always be a loyal customer, but this is just the kind of company I had begun to think didn’t exist anymore If you want amazing customer service and you have pets, use Chewy whenever you can!

Over the last few months I needed to contact customers service more than once. On both occasions, I was blown away how easy they made resolving my issue. Not only were they so over the top polite, they made sure that resolving my issue would have no burden on me whatsoever. I think they just made a die hard loyal customer of me! Wish every company was like this.

I live in Colorado. I placed my very first order with Chewy.com on 12-2-21, it consisted of 2 cat litter boxes and 5 small items. The small items were sent out first on 12-3-21 and we're set to arrive originally on 12-7-21 but on that date they had just left Charlotte, NC and they are now scheduled to arrive today (12-9-21) but it is 8:25 p.m. and it has still not arrived but at least it is said to be in Colorado according to the tracking the last update was approx. 3:50 this afternoon and they were approx. 2.5 hours away. The cat litter boxes were sent out separately a day after the first box on 12-4-21 and they both arrived at my home on 12-7-21. I don't understand why I haven't gotten the first box and why it was sitting in Charlotte, NC for 3 days before being sent out. Doubtful I will order from here again!

I am very disappointed with this service. I tried to order special kidney food for my cat. I received a phone call a few days ago saying that they were unable to reach my veterinarian by email and were going to be reaching out by phone. They also told me that they were going to be shipping my order within a day, as they foresaw no issues reaching my vet by phone, and if there were any issues, they would let me know. I didn't hear anything back and assumed there hadn't been any problems. Lo and behold, I received a phone call from my vet a few minutes ago on an unrelated issue and asked about the food while I had them on the line. They said there hadn't been any calls from Chewy. I am upset right now because my cat needs this food. If they were unable to reach the vet after a day, I should have received a phone call telling me. I would have been able to get ahold of my vet and gotten the authorization some other way. Instead, I got an email that simply stated my order had been canceled. I don't check my email regularly and had to search for this specific one. I would have been watching for it if the person that called me in the first place hadn't told me they would call me to let me know if they couldn't get ahold of my vet. Now my cat is nearly out of food, and the new food isn't going to be here in time to replace it. Do better Chewy.