Chewy.comReviews of chewy.com

I went in for auto delivery, thinking it would make my life easier. The ordered items don’t show up on time – it is actually making my life more difficult and frustrating because I have to go out to the store when I’m not expecting to. I have canceled my auto deliveries, and don’t think I’ll be using chewy anymore.

I requested a medication from chewy, in order to deliver they request a minimum of $35.00 so I requested the larger 100 ml. and also add a toy for my cat. I needed to return the medication, since my dog was put to sleep the same day the medication got here.Now they can't find my order under my two emails my phone or the address where they deliver the medication. UMBELIEVABLE. The order #1801019756 delivered on Apr. 05, 2026 3:30am This is the order number that they were incapable to find, under my name, my address, where they delivered, or any of my email addresses, one from which I made the order. I got a total refund today, after finding the shipment order number, with a nice message from Chewy, and also a way of how to donate the medication. I am greatful to Chewy for their kind words. I am making this correction in behalf of all the customers of pet products.Chewy was good to me at the end.

Their customer service has always been over the top! Ive had issues with not getting my deliveries and they have gone above and beyond by resending my order again of the same product for free. I thought I was paying more for my products but when comparing eith my l9cal pet store. I am very satified because i am paying the same price and it gets delivered. Also, I was on a call placing an order and I mentioned that I've been sick for several weeks, about a week later I received a package in the mail. Very curious to see what it was as I had not ordered anything, upon opening the box it was from Chewy. The representative had sent me a very nice get well card, a Chewy mug, along with tea packages and honey sticks for my flu. That's above and beyond great customer service I will always refer people to shop with Chewy.

The Best Company to deal with. Friendly, efficient and excellent customer service. Chewy you have won my heart. 💜 Thank you for being there for our pets!

This is the email I sent to CEO for Chewy. I only received the run around from customer service from Chewy. I have been a customer for my last 6 dogs. I now have 3. 1 of them is my service dog amd I have two 4 month old puppies who have gotten very sick off their bag of Purina Pro Plan and/or Credlio Quatro. Symptoms were reported to both companies and they were very supported. Chewy has not been. When I wrote the email, I had forgotten about the years of being a customer with my past 3 dogs. I did include pictures of damage products or boxes. There is no excuse for repeated problems. This has left my sick puppies suffering for an additional 4-5 days waiting for prescription food to come in. Mr. Singh, I am writing to you today to express my concerns regarding recent experiences with Chewy's services, particularly in light of your stated commitment to excellence in customer service. As a loyal customer for the past six to seven years, my overall experience with Chewy has been positive until recently. However, over the last four to five deliveries, I have encountered a series of significant issues. Specifically, these issues include: 1. **Damaged Packaging and Product:** Deliveries have frequently arrived in compromised packaging, often consisting of taped-together cardboard pieces rather than standard boxes, resulting in damaged product bags. 2. **Product Quality and Return Process:** A bag of Purina Pro Plan Salmon and Rice caused illness in my puppies. While Purina confirmed a full refund and disposal, Chewy requested the return of the large bag. Despite my request for a return box, which was promised, it has not yet been received. 3. **Missing Items and Pet Health Concerns:** A subsequent delivery again featured a crushed box and was missing treats, despite being listed as delivered. This incident, coupled with the previous issue, led to my two four-month-old puppies becoming severely ill. My veterinarian, who initially recommended Hills Sensitive Salmon and Rice, subsequently prescribed Royal Canin Hydrolyzed Puppy food due to their condition. Consequently, I had to cease administering Credelio Quatro and report a potential adverse reaction. I initiated a refund for the entire Hills Salmon and Rice order and treats. The replacement box arrived crushed, untaped, and without the treats, necessitating another return. 4. **Compromised Prescription Food Delivery:** The long-awaited prescription food finally arrived on Friday. While the box appeared intact, upon opening the bag of food, I discovered a hole at the top, directly compromising the product. Given the potential for contamination, I am unwilling to feed this to my sick puppies. Upon contacting customer service regarding the most recent issue, a representative offered a return label and replacement. I then requested a credit to my account for a complimentary bag of food, considering the cumulative issues and the immediate need to purchase additional ground turkey and prepare meals for my puppies while awaiting a new shipment. My request for expedited shipping was declined, and only a 4.4lb bag was offered as compensation, despite my order being for a large bag to accommodate two puppies. I subsequently requested to speak with a manager, Adrian, to whom I reiterated my frustrations. He reiterated the offer of a return label and replacement bag. When I inquired about a customer credit, he stated it was not possible. I informed him that this situation would result in the loss of a long-standing customer. He expressed regret. I then arranged for FedEx pickup for Monday and proceeded to cancel all my auto-ship orders. I have since canceled all my existing orders and placed a new prescription order directly with the veterinary office. I am profoundly disappointed with the service I have received. These recurring errors are attributable to Chewy, and I have borne the burden of resolving them. I believe my request for a credit for a complimentary bag of food was reasonable, given the frequency of issues and my long tenure as a customer. Given your emphasis on customer service, I am bringing these matters to your attention for resolution. I am prepared to provide photographic evidence of the quality of items received from Chewy. Thank you for your time and consideration. Sincerely, Elizabeth Williams

Disappointing customer service I contacted Chewy about a product quality issue, and the resolution process was frustrating and unfair. Even after I provided the requested information, I was still expected to return the product before receiving any refund or replacement, wait 7–14 days for the refund, and pay to print the return label myself. I also contacted BBB, but the response did not address my actual concern. After I explained that printing the label would cost me money, I was simply told that staff would be trained and that a new label had been emailed to me. Overall, too much burden was placed on the customer for a problem that was not the customer’s fault.

TWICE stealing now. First-time customer. January 2026 I order about $70. I give VERY specific delivery instructions + explained those instructions are because if left in the open porch we've had porch thieves. I'm on a limited income and this is a lot for me. Well, the FedEx driver dumped it right on the porch when I wasn't home (got video now). Now Chewy says "FedEx is not obligated to follow instructions, and it's not our responsibility" and is denying a refund. That's like the police saying there is no murder because they found no body. If you are FedEx's clients they HAVE to follow your instructions; if you don't make them, the responsibility is then YOURS. I've tried solving this since late Jan. and they just leave me no choice but to go other ways to try recovering what they stole from me, because at this point, this is theft. To top this off, they just reprocessed a SECOND order of the same items yesterday, an UNAUTHORIZED transaction and they are not even responding to emails.

I have used Chewy for a few years for my dogs medicine and toothpaste. After she went to heaven I called them to stop my auto ships. Two weeks later I received a box in the mail from them. Inside was a sympathy card signed by Meagan and team along with a hand painted rock with my dogs name on it. So sweet and thoughtful. ♥️🙏🏻