Chewy.comReviews of chewy.com

I recently ordered a prescription drug from my almost 14 year-old Papilion. My dog died unexpectedly due to an unrelated cause less than a week later. When I contacted chewy to discontinue the auto ship on the drug, I was met with nothing less than compassion at the loss of my dog. They offered to refund the full price of the drug that I had purchased. Every person I had contact with was wonderfully kind! I’ve used Chewy for years and I’ve always had excellent service. I highly recommend them.

I am absolutely appalled by the predatory and fraudulent practices of Chewy. My husband placed his first-ever order on November 21, 2025, for a Roborock vacuum, using a $350 gift card plus additional cash. Without a single email or notification, Chewy banned his account and cancelled the order. We only discovered the ban after reaching out ourselves five days later to ask why the item hadn't shipped. The "support" we received was a nightmare: • Inaccessible Refunds: They claimed to refund the gift card, but they "refunded" it back to the account they had already banned and made inaccessible. They essentially locked $350 of our money behind a digital wall. • Baseless Accusations: Their "specialist team" claimed the account was a duplicate. This is 100% false, yet they refused to provide any evidence or allow us to appeal. • Weeks of Ghosting: After hours of pleading, one agent opened an investigation and promised a check for the gift card balance. We waited weeks, checking in every other day, only to be told they "upheld" their decision with no further explanation. Chewy is effectively defrauding customers by taking gift card funds and then banning accounts to avoid fulfilling orders or returning the balance. They are holding our money hostage and refuse to provide even a shred of proof for their claims. Do not trust this company with your money. They have zero interest in helping innocent customers and seem more than happy to pocket your funds under the guise of "internal policy." We are still fighting to get our money back and will be reporting this to the Better Business Bureau and state authorities.

Their customer service is always phenomenal. Most of the time, I don't have any issues with my orders, I love the autoship feature and the wide array of offerings. If there is an issue, they are quick to address.

Spent about an hour shopping their sales. Got 1 item at 50% Off, but all of the items I chose that were “40% Off”, clearly marked and promoted, weren’t discounted. Had to speak with 3 different Customer Service Representatives to find out that they have terms and conditions to their sales, and told me to “ sign-in to my account’ to get the discount…. I was Signed-In already lol. Never got the 40% discount. Anyways they’ve been good but after this waste of time I’ll be shopping local for a while. Thanks, Chewy.

They canceled my order and couldn’t tell me why

Terrible company. They work with Fed Ex, which is also a terrible company. Items do not get delivered on time. They tell you the delivery date and that it is on truck. Then they keep moving it back several more days. And again more excuses.

I placed my first ever order with Chewy on 21 Nov 2025. I had a gift card worth 350USD. I put together some cash with it to order a Roborock robot vacuum from the vendor. Chewy banned my account, cancelled my order without any sort of communication. After reaching out 5 days later about the status of my order, they told me about this ban. They also let me know that they refunded my money. The refund of the gift card was made to the banned account that was inaccessible. After hours of communication, they let me know that some ”special" team found my account to be a duplicate of some other account and banned it at their discretion. However, they refused to provide any evidence to support their claim. They provided no option appeal my ban. They provided no option to retrieve my gift card credit from the banned account. After talking to a hoarde of unhelpful customer support for hours pleading my innocence, one was kind enough to open an internal case and promised a cheque to free my gift card credit upon a successful investigation. After making me wait for weeks (where I checked back every other day), this company told me they had reached the same verdict and upheld the ban, yet again providing no evidence for their claim. I do not know how many innocent customers they are defrauding in this manner. I would like a refund for my money and exposure of their malpractices.

The selection is better then what you find in store. I like the ease of ordering. My only issue is to save packaging the boxes are over packed. Making the boxes super heavy. It was killing our local fed ex man So I canceled my auto ship orders and went through Amazon since I order several cases at time. If they fix that issue. Then the company would be great.