Chewy.comReviews of chewy.com

1. Can't update reviews and other issues with reviews 2. Expired/mishandled (moldy) treats over and over 3. Customer service very mixed They screen reviews and won't let you update a review. For example, I have been buying their Full Moon treats for years now and the last 5 or 6 bags have come moldy. I buy them at another store and store them in the same environment they are not moldy, so I know it's not me. Customer service seems to think I'm just taking advantage of them sending a replacement, but I gave up and started buying them elsewhere since the replacements are all moldy as well. I previously gave the treats a positive review but now I can't go back and review it. Same with other products. I care about durability on nonfood products as well and appreciate when others update a reviews and try to do the same. Despite screening their reviews (which shouldn't be allowed for ANY website IMO) I still find reviews for the wrong product. For example, a leash review on a treat product page. In that case, it was obvious, but if the reviews were for a similar item, it might not be. Their customer service has previously been nice but after repeated complaints about quality, they have been sarcastic and disrespectful to a degree I've never experienced before. I've worked in customer-service roles for over 20 years and would never dream of speaking to someone the way they have to me. I think it's because of multiple complaints, but I have provided pictures, offered to send them back, never even asked for a replacement although they always offer one, I don't want it if it's also moldy. I also noticed when I went back to update the review that multiple more recent reviews stated the same problem.

We like the auto ship for dog food and meds. We get coupons on a regular basis. The problem is we do quality for the coupons. We are long time customers and believe are entitled to coupons same as new customers. Maybe we should try PetSmart for a discount. Your unhappy customer.

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.

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

Chewy itself isn't bad, but they contract with FedEx for deliveries and FedEx is horrible so Chewy is horrible too in my eyes. 90% of my Chewy deliveries are dropped 150 yards from my house and then the driver drives up TO MY HOUSE to turn around. Today my package of dog food was thrown in a ditch by the side of my road and Chewy says "Sorry" but it keeps happening. I complained numerous times to Chewy, but that accomplishes nothing so IMO it's Chewy at fault. I have cancelled my services with Chewy because it's actually more convenient for me to buy in person at a store.

I have used Chewy for years. Always satisfied. Recently they started sales promo where they give you a free 30 day membership after they charge $79 mo!! I never signed up for membership. They credited my charge but takes up to 5 days. On fixed income. I lost use of $79 for this unauthorized charge. Was/ is very imposing on me. Will not trust chewy with my personal pay info ever again.

I have been using Chewy for a couple of years, without too many issues. A few days ago, I read some disturbing news about the company (see below). I went to their website and initiated a chat to ask questions about the issue. The rep. initially said he knew nothing about it. I asked him to have someone contact me who did know. Five days later, no response...although they did send me a link to rate my latest order. It will be the last! Here's the issue and what I asked: "Sun, Mar 8, 12:31 PM (5 days ago) to service Hello, I have been a customer for awhile now. Today I heard that Chewy sells Marshall Pet Products. I went to your website and chatted with someone named Jordan H, and asked about the relationship with Marshall BioResources. He claimed to know nothing about it, but eventually stated that Chewy does sell their products. I am saddened that your company is selling toys and other merchandise from Marshall Pet Products, a company owned by Marshall BioResources—one of the largest animal-breeding facilities in the U.S. for testing. At Marshall BioResources, animals are confined to windowless buildings. The company has been cited for housing dogs and ferrets inside filthy, wire cages in buildings full of pests, and also for failing to provide animals with adequate veterinary care. Please reconsider your relationship with Marshall Pet Products (and by extension Marshall BioResources). Companies that claim to care about the well-being of animals shouldn’t be peddling live animals or propping up the cruel and deadly animal experimentation industry. Your response will determine whether I continue to use Chewy for my dog's needs. Sincerely, Liz PS.I gave the company two stars because the products that I do use are not from Marshall Pet Products, and before this, I had only one issue which was resolved fairly quickly. Search is on to find a pet supplier that is ethical.

I’ve used Chewy pharmacy for years. Lately, their service has gone downhill. You receive an email advising your medication will arrive on a certain date and then on that date receive another email advising it will be delayed a couple of days. The couple of days turns into 4 days. This delay has happened to me twice recently. I also attempted to refill another common compounded medication and was told they did not have it in stock and would notify me when it was available…crickets. You cannot depend on the Chewy pharmacy. Look elsewhere for your pets pharmacy needs.