Chewy.comReviews of chewy.com

Best customer service ever! I placed an order for a grooming table, order shipped next day. Checked tracking only to find out it shipped to my old address ( my fault, almost senior moment) On truck for delivery today. Called and explained the situation to be told no worries, will ship another free of charge, donate the one that was delivered (my friend bought my old home) AWESOME Chewy :)

Terrible customer service. Just got hung up on after holding for 25 minutes. This is the third or fourth time I’ve had to call and endure extremely long hold times to address this issue. The fleas product I ordered had to be approved by my vet and after 10 days and me calling my vet personally Chewy pharmacy still doesn’t have my order approved in spite of my vet approving it with them. The girl hung up on me after I questioned why the pharmacy hadn’t resolved the problem and she said i was rude, the pharmacy didn’t follow through with the vets ( after initial contract?) asked to speak to supervisor and she hung up on me

I had placed an order during this whole covid-19 shut down. It was going to be shipped within 7-10 Days. No biggie. I got a few emails saying they needed some more information about my billing address or they would cancel my order. I called twice, two different days to verify everything they needed to process and ship my order. Well for some reason my order still was canceled. And when I called to figure out why, I was met with the best customer service ever. Morgan. Who is a supervisor, was extremely apologetic and made sure my order was processed right then and there, FREE OF CHARGE. I am super impressed, and I will be returning to buy more from chewy.

I had to post a review after I made a mistake ordering and must’ve sent 5 emails to chewy and being THAT sort of customer. I was definitely being polite but if i was on the customer support side of the conversations, my eyes would have been rolling. General situation - I ordered a different size dog food and added the canned version to an order. I didn’t realize i ordered it separately then added it to my auto ship which was coming in two days. I got the first order and saw I was getting another so I emailed and the lovely customer service person told me they would try to cancel it but since it already shipped, they sent me a refund receipt in case I got the second order. I did get the order but figured I’d just keep it since the food would expire. Second situation - my vet was out of proin and i tried to order it on chewy. It said it was about to ship and still never did so i emailed chewy then got an email saying that the order was cancelled. Confused, i emailed chewy again and saw that (again) i ordered it once and then put it on auto ship. I called my vet to make sure the prescription was released, chewy responded to me and explained the situation and I got my order two days later. I just wanted to say THANK YOU for putting up with a confused customer who made some ordering mistakes. My pup is almost 14 and has been having accidents so I was freaking out about getting her meds. Love chewy!!

So frustrated with my last experience. Spent over an hour and a half online to place an order because of sold out items which I totally understand. But after much difficulty ordering, I received an email that I needed to contact Chewy or my order will be canceled. I left a message on the message board but was informed it could take up to a few days for someone to respond and was worried my order will be canceled. At this point it had already been four days. I Called and waited on hold for over 50 minutes and spoke to a girl that was very nice and she said there was an alert that there was a billing issue but she couldn’t tell what it was. She confirmed my information and said everything should be taken care of. I was worried the order will be canceled but she reassured me that everything looked fine. After about five more days, i’m wondering where my packages are so I tracked it and couldn’t find my order! At this point I’m upset so I asked my husband to handle it. He said he waited on hold over 50 minutes and the man that he spoke to was short with him, rude, & he wasn’t helpful. My husband explained the situation and the man said our order had been canceled and it was a billing issue. At that point we tried to place the order again but the man said it must’ve been an issue with our bank or our credit card so it was probably going to happen again. But I use the same credit card for Amazon and Walmart and never had an issue. Then my husband offered to use a different credit card and we were informed that most of the items that we had ordered were out of stock. So we were forced to go out to multiple stores to find supplies for our pets. I have always had a great experience with Chewy and their employees. They are known for their great customer service so I was surprised when my husband said how rudely he was treated. I have been completely satisfied with Chewy but this one experience has been so frustrating that I will not be ordering from them in The near future or possibly ever again! I spent over an hour to place an order and then my husband and I both waited on hold for over 50 minutes & it was about three hours of our time wasted! And caused me a lot of stress & worry.

I’ve recently became an owner of two kittens of which I needed to purchase products for. I’ve heard a large ordeal of Chewy being a great market to purchase products for pet owners, at a low price. This was my first purchase from Chewy and I was impressed with their selection of products that I haven’t seen at local stores. I was semi disappointed that a few products were exactly the same price as my local pet stores but decided to still continue with the order. I was excited that Chewy had promised of free 1-2 day shipping for orders over $49 which my order was over $400 USD before taxes. I’d placed my order and received an email confirmation of the order and notification that it was being prepared for shipment. The following day, I received a new email that Chewy was not going to be able to ship the order yet and I should receive the order within 10 business days. With the COVID-19 dilemma, I wasn’t angry and understood the matter. On the 6th day, the payment process went through on my account. I waited out 9 of the 10 business days for my order to still be in the “preparing to ship” status… Called customer service whom were rude and not helpful. One employee tried to argue it hasn’t been the entire 10-days yet which I ensure they couldn’t keep the promise and have it shipped overnight to keep. Had to go through a headache just to have my money refunded which should never occur. Horrible service and customer service. No idea why they keep the free 1-2 day shipping banner on their website or lie to customers when the order will be shipped/received. I’m fine waiting if you don’t B.S. your paying customers and then try to justify your companies bad practices. Lost all of my future business.

It has been 14 days since order placed. They shipped out and charged my visa..8 days ago. Email said order damaged and sending new order. That was many days ago. Each email I send the response is about the same it is coming 7 to 10 days or 4 to7. At this writing still no order in transit, they have had my money for weeks and I am out of things ordered and need more. No clue what to do not a bottomless bank to keep giving money for nothing. If I do run out and buy it then I'm out the money twice. I realize that things are tough right now but I'm on overload frustration with this one not sure I'm going to stick with chewy probably not it's just too unreliable.

During the mandatory stay at home (COVID) my family was ill with the virus. Wanting to be safe and with the safety of others in mind, we have not gone anywhere. We ordered from chewy for our two dogs - our first experience with them - although we usually use PetSmart. we chose chewy because they promised two day delivery and we were really low on supplies. petsmart is somtimes a few more days but we felt to be safe we would use this service. we paid and the order went through. The next day we received an email saying the shipping may be delayed a few days. we heard nothing else - no tracking or anything - we kept waiting - then yesterday we received another email saying they hope to ship in three days. We are completely out of food and wee-wee pads and now have to go into a store to get them. no one answers the phone and no one returns emails. terrible service. they should have told us they could not fulfill our order so we could have used a different service. do not shop here!