Bobbi
Absolutely the best customer service I've ever encountered.
About a year ago, the cat food I was using was recalled. A representative from Chewy called immediately to inform me of the recall, instructed that I trash the food, and gave me the option of immediately shipping a replacement of the same brand from a different (unrecalled) lot number. I told him to go ahead and reship. Before the food had even been delivered to my house, they called again to inform me that that lot number had just been recalled as well, and to trash the food when it was delivered. He had some suggestions of a comparable quality food that was a little more expensive that he would have shipped out at no extra cost to me. Not long after that, I received a call from another representative who want to let me know that the 11 pound bag of food I normally purchase through auto ship was out of stock, so I would be receiving 3 five pounds bags instead at no extra cost because they did not want to hold up my order. (Woo hoo 4 free pounds of expensive food!!) Most recently, I ordered some varieties of food and treats for my cats. I received another call letting me know that one of the items I selected was out of stock. They had credited my account, and shipped out the rest of the order. The representative asked if there was a replacement product that I wanted that they could ship out, with free shipping (despite it not reaching the $49 free shipping requirement) to replace the out of stock item. Chewy.com hands down has the absolute best customer service I've ever experienced. If I have ever had a question about anything on the site, the representative is also ready to call the company and find answers to my questions. They have absolutely great prices (which is why I started using them to begin with), but the customer service is what makes me suggest to friends and coworkers that they go there as well. Also, they always send a holiday card!