Chewy.comReviews of chewy.com

I've been shopping with Chewy since they first came on the scene. In the beginning, their customer service was exceptional! I was thrilled to find a company that actually cared! But all good things come to an end. There have been issues the past couple of years, but most could be resolved through customer service. Not, this time; they refuse to respond. This started at the beginning of this year. I have several separate autoships, and in January, I ordered them, all separately, as I could afford them, but Chewy packed several of them together. I didn't say anything about that, but then they packed my senior dog's prescription canned dog food in with the probiotics for both dogs, which comes in a plastic bottle. The very heavy dog food crushed the bottle of probiotics, and some of the tablets that came out of the bottle were also crushed. I was out at home! I am on a fixed budget. My dogs needed those, right away! I took pics of the damage and sent them. Until this year, they would send a replacement out right away, and tell you to donate the damaged bottle to rescue. Not this time! Even with the photos proving the damage, they made me send the damaged bottle back to them, and at that time, they would decide whether to replace the bottle or not. Those probiotics were $80.00! They kept my money, so I couldn't just order elsewhere, and my dogs had to do without, until they made their decision and sent a replacement bottle. Both dogs have sensitive stomach, and needed their probiotics. I called them out on this several times, and not so much as "We're so sorry that happened!" Nothing! If they had packaged properly, this would never have happened in the first place. So I am done with Chewy. I will no longer recommend them, either.

I placed an order 10 days ago. The estimated delivery timeframe was 2 day delivery. I called chewy and they gave me another delivery date. I emailed them, and gave me another even further delivery date. Every time I call or email the delivery date gets pushed back further and further. The tracking shows “label created” and there isn’t any movement. I keep telling them that the order is just in preship, I’d like to cancel the order and they won’t. I think that I need to submit a fraudulent charge against chewy with my credit card company since every time I contact them the delivery date is pushed further and further without any proof of tracking.

I have been a customer of Chewy for well over a decade. At first it was an amazing service. Made my life easier for sure. Over the last two to three years. It has really really gone down hill. I’m finished with their sorry excuses and very slow shipping and delivery times. It’s way easier to go get it yourself. Much like all of these big services. It’s not worth the hassle.

I’ve been a loyal customer for over 8 years now. My boxes are now always damaged and poorly packaged. I was missing a case of canned prescription food that was then replaced and the replacement cans arrived damaged. I was told I would be shipped a replacement. Cool, right? Nope. The vet’s office accidentally turned down a prescription refill request in error. She has a lifelong condition. It’s not magically going to heal itself. She needs to be on this prescription food that was originally ordered 2 weeks ago and I have to jump through hoops because Chewy messed up the order.

Updating this, in response to the excellent customer service care of Chewy-- and because I've discovered the issue is actually PayPal, not at all Chewy. It took us a bit of conversation and escalation up management, but one of Chewy's customer service supervisors, Corey, has been an immense and patient help. What happened: i was charged twice, and the second one wasn't supposed to be there. It got "stuck" as a pending hold. The company has been paid in full already. Chewy submitted a form to PayPal to manually release that secondary hold. PayPal's customer service has been awful about it! Today we just had a supervisor lady (who was appallingly rude and dismissive, holy wowza.) inform us she's sorry we were "misinformed" by the last rep Corey and I had spoken with, who said the release forms take 3-10 days to be processed. 11 days later and it's still not processed, and my money is still held hostage by PayPal. They've been so very rude to Corey, too, it's hard to listen to. Anyhow-- yep, guess I'll be searching for a different bank to shop on Chewy with! I feel bad for being so testy in the beginning, but once Chewy staff realized what the issue was (a double charge not a client just being confused about a prior authorization payment protocol) they've been nothing but supportive and enduringly patient. Also, thet ended up refunding part of my original order because the food ended up showing up ripped because it was packed with hard bird chew toys, without any packaging. That was a simple straightforward issue and Chewy had it solved the same day ;-; (It's unfortunately extra confused PayPal though, they keep getting hung up on "well they already refunded you" ooh myyyyyy gooosh please stop looking at any transactions but the one we're actually calling abooouuut) ****Original review for archival sake: I was recommended by friends to ship at Chewy to save money. Like many people, my budget is one sneeze away from being non existent. I submitted an order. No where did they warn me during order placement and checkout, that they would be placing an *additional* hold on my funds. I went to bed after paying. I woke up this morning to discover i had *two* PayPal emails saying i was charged the exact same amount (the full total of my order). The first was last night, and was a payment. As it was supposed to be, it was taken from my PayPal balance. The second email was sent hours later at five something am, and is a "pending hold" on my funds for the exact same amount, which drained the rest of my PayPal balance then went ahead and stopped into my bank account funds. I'm furious. I contacted customer support immediately to ask why they took my money then placed an additional hold when the payment already went through. I was told "payment is only charged when your items ship, after the hold is placed" Well very clearly not! The payment went through immediately, THEN hours later, they took an additional hold on my funds. I've been told to contact them with my bank on the line in 48 hours if the hold becomes permanent (aka, they take my money). I can't afford to shop at a place that's going to take double the cost of whatever I'm buying, then put it on my shoulders to make sure they aren't "accidentally" double dipping. This was really heartbreaking because i really wanted to shop there, they had a very good deal on bird food that was very helpful to my family this month, and they plain and simple do not care about how this affects someone with a low income. This will be my last order with Chewy :( I just can't believe they took my money, then hours later took even more and claimed it was just normal procedure for all orders. Bull dung. If very clearly shows the order things happened in my email history, and my PayPal transactions.

This is an exceptional company. They bend over backwards to help you in every way. They're fast, reliable,friendly and carry almost anything you could want. I have never been dissatisfied with Chewy. I do however have one complaint. Please fire the idiot that made fedex the only carrier they use. Get this (It is not a joke), I placed an order. It never came. I called fedex. They said call Chewy. we argued. I called Chewy. They sent another order. fedex lost that too. Called fedex. You need to call Chewy. Chewy sent out a third order. Yeah. They lost it too!

I had an issue once when using my husbands credit card on my account, understandable. I spoke to a CSR on the phone who was really helpful and the order was put through. Since then, every order I’ve placed has been “held” because my account has been flagged.This happened at minimum four times, was a waste of my time to resolve and I finally got fed up. I’ve both called and used their customer chat in their app asking what I can do to prevent this from happening in the future, and the response I get is “unfortunately there is nothing that can be done “ I will be shopping elsewhere which I’m sure doesn’t matter to them, but what a disappointing waste of time.

needed pills for our dog because we were out chewy said they could do nothing, they had trouble finding my account I had to buy a weeks worth from my vet not happy with them it cost me 19.00 to cover the days until I get the meds from chewy