Chewy.comReviews of chewy.com

I've contacted customer service twice, once because I was having trouble applying a coupon, and once because a bag of cat litter arrived slightly torn. Both times the 1-800 number was answered by a real person right away, and both times they handled everything in a friendly matter without any hassle (they sent a new bag of cat litter right away when I told them one bag had broken). They also send out personalized postcards once in a while to say thank you. Their selection and prices are unbeatable, shipping is fast, and we love using Chewy for our 2 cats and 1 dog!

I just love this guys... service is beyond excellent... always... This kind of business deserve to be supported by pet lovers

I normally had pretty good experiences with Chewy, but my latest experience may cost my dog and/or myself our lives and it really sucks to have to die because of poor processing on Chewy's part. Long story short, I was recently injured and need to have knee surgery which will sideline me for several weeks to as much as two months, during which time I won't be able to lift anything heavy like bags or cases of dog food. My dog is suffering from Stage 2 Kidney Disease, and I need to switch her to a new prescription food, and I have limited income especially while out with this knee injury, so I needed to economically stock up on dog food prior to my surgery. I placed an order on a Wednesday - even called before ordering to make sure that if I ordered on Wednesday I could receive my order by Saturday, as I'm having my surgery on Monday. Because the food is prescription, Chewy had to call my vet, which the sales person promised she would do - incidentally the web site didn't have me enter any prescription or vet info when I placed the order, which I was told would happen when I placed the order online - wrong. The sales person said they called someone, but my vets checked the next day (after I saw my order still hadn't been processed) and they hadn't received any call from them. I called Chewy again and they called the vet on Thursday morning (and promised again that I'd receive the order by Saturday) and got immediate approval for the food. Thursday I don't see any movement at all in the order status, so I call again, and again. Each time I'm promised it's going to be shipped in time, but nothing is changing in the processing. Finally I tell them to cancel the order and the impacts that may result - like my dog progressing to Stage 3 Kidney disease or dying because I can't lift anything heavy for up to two months - meaning no prescription dog food for her - or me risking my own health and blood clots in my leg to drive two hours to get the food from the vet, because that's how far away they are (an hour each way), and half a tank's gas expense because of the distance, which I can't afford - let alone all the time wasted on the phone with them, and now driving a couple of hours and trying to schlep 40 pounds of dog food into and out of my car with a busted knee and messed up leg. They escalated things to a manager, but wasted more of my time and theirs on more mess and nonsense. They said they'd ship the food overnight and it would get to me by Saturday, but it didn't leave until Friday night and they shipped it for WEEKDAY delivery. Unbelievable lies and/or incompetence - why waste my time and yours promising Saturday delivery, when you actually SENT it for Weekday delivery Chewy!?!?!?!?! I'm now faced with deciding whether to let my dog's health decline by not having the prescription food for a couple of months, or risk my own health by driving 2+ hours to pick up food from the vet's. Thanks for playing roulette with both our lives Chewy (NOT!) After thousands of dollars of spend over the years, we're done with you - maybe permanently anyways if one of us doesn't make it through this traumatic time. And don't think we don't know that your stuff gets shipped through Amazon and other parties - we won't be ordering anything through them that could be shipped from Chewy either. If you're okay with questionable delivery times and extended follow up times for prescription medicine (as in YOU will have to call them and get on them to follow up on prescription processing) Chewy is probably okay. If you need something within any timeframe though, and your pet's or your own life is hanging in the balance, don't rely on Chewy for anything other than extended waste of your time, and promises they don't keep.

Ordering from Chewy.com is the way to go for low cost pet supplies, and free shipping even for large bags of dog food. Customer Service Representative Akemi was so very helpful and friendly, and very eager to do whatever was needed to make sure I was a satisfied a customer. I wish Akemi was a customer service rep at every company I do business with! Great prices and friendly people to work with will keep me coming back!

The customer service experience I received today was by far the best I have ever had. Upon calling in I was immediately greeted by a LIVE representative without having to go through an automated service. I would have probably given this a 5 star just for that reason alone, but it got better. After speaking with the rep about the item I was wanting to exchange, he informed me that instead of returning the 30 lb bag of dog food to simply donate the food to a local animal shelter. Now if that's not a great policy for a company, I don't know what is. I will most certainly be telling my pet owning friends about Chewy!

I could not be more impressed with the turnaround and commitment to customer service by Chewy.com. My cat requires prescription food; which requires a prescription from the vet to fill. I know, having ordered through other online pet stores, that the 1-2 day free shipping applies from the date they receive the prescription from the vet - not the date you ordered. Chewy helped expedite things; the first time I placed an order for prescription food, I got an email back almost immediately stating that if I could provide them with the fax number or email of my veterinarian, they would get the ball rolling right away on obtaining the prescription. I sent them a fax number right away, and they responded with a personalized email from a customer service rep to let me know it had been received, and that they'd be in touch with my vet that very day. I sent a thank you reply, and they even sent another personalized email reply almost immediately, requesting I please let them know if there was anything else they could do to assist. Most importantly, I received my prescription pet food within 2 days of placing the order! AND, when I placed a 2nd order with Chewy, for the same prescription food and this time also for another non-prescription item, I again received my order within 2 days of placing it, without having to lift a finger this time since they already had the prescription on file. This quick turnaround, encouraged by Chewy, is a far cry from the customer service I've experienced with other online pet food retailers. They are on the ball at Chewy.com!

I've never written a review before...but I'm just super impressed with Chewy.com. The food I normally get my pupper is $70+ and they offer it for about $45. My boss raved about this site and told me I should check it out. I'm so glad I did. The delivery was so fast, I couldn't believe it. Also, I used the online chat to see if I could request special delivery services because I live in an apartment with a coded door and did not want to miss the delivery. I spoke with Brian H. and he was absolutely awesome and made sure the instructions were put in even though it was after I placed the order. He even asked me for my dogs name and asked that I give my pup hugs and kisses for him. I just thought it was so sweet and that they have people who really care about animals and their customers there. Like I said, I never write reviews...but so far they are too good not to say some thing :)

According to Chewy.com website - they offer free "1-2 day shipping" on orders over $49.00. I signed on for autoship of my dog food for every 2 weeks. Wasn't receiving the packages until 4-5 days after the order was placed and my credit card debited for the order (order auto-placed and paid for on Friday mornings). Spoke to representative "Kayla" and was told that they use FedEx Home Delivery...and that FedEx doesn't pick up or deliver on Saturdays. Went to FedEx website and sure enough - FedEx Home Delivery specifically states that they pick up and deliver orders on Saturdays. Nice false advertising Chewy.