Chewy.comReviews of chewy.com

FED EX lost my delivery and Chewy stepped in and took care of me. Replaced my items and their customer service was the best.

Chewy is always 5-stars! I've been using them for a very, very long time and always find them reliable and easy to work with. Their customer support is tremendous and their product lines are impressive.

I have been a chewy customer since 2014. That’s how far my order history goes anyways. I’ve always loved the quality and price of their products. I also order my pet food from them via auto ship. I’ve had many great experiences with their customer service but what prompted me here is their latest act of thoughtfulness. My cat recently passed away. I called if I can return his unopened food and they gave me a refund and asked me to donate the food instead of returning them. Tonight, I received a package from chewy. When I opened it, it was a sympathy card with a heartfelt handwritten note. Along with the card, they included a beautiful memorial rock painted with my pet’s name. It was an incredibly thoughtful and unexpected gesture that brought comfort during a very difficult time. This is so beyond customer service. This felt very personal. Thank you.

I’ve been a chewy customer for years and each month my auto shipment takes a little longer to get to me. I was supposed to receive an order today and it’s half way across the country. Part of that is on Fed Ex, I am sure, but Chewy offers no apology for it over the phone, that’s for sure. Their customer service used to be top notch, now it’s dismissive at best. Chewy has definitely lost their touch and an over 400 dollar a month customer, which they don’t apologize for, either.

I was down to my last dose of a medication my precious dog, Casey, had been prescribed for pain. He had surgery a few weeks ago and is now taking oral chemo for adenocarcinoma. I made the mistake of thinking I could pick up the Deramaxx from my primary veterinarian. At about 10:30 am yesterday (a Friday), I learned my vet didn't carry it. They suggested I contact Chewy. Although concerned I wouldn't be able to get the medication right away, I placed the order and made a point of connecting with someone live to explain my situation. Well, I was blessed to be connected to Barbara. She made sure the order was placed right away and told me to call my vet to get them to approve the prescription. She told me she would call me back once it was approved, which she did. (My vet approved the medication within the hour of placing the order, so they helped, too.) When Barbara and I spoke again, she explained that although she was expediting the order, that Fed-Ex doesn't guarantee overnight delivery. I told her I understood and asked what the fee was to expedite the order. "Oh, we don't charge a fee," she said in a comforting Southern drawl. Score another point for Chewy! She went on to explain that fulfillment was going out at 2 pm and then again at about 6 pm and that she would do her best to make sure my sweet dog's medication was on the truck by the end of the day, reminding me that Fed-Ex doesn't guarantee overnight delivery. Well, here it is, 1:30 pm Saturday, and my dog's medication has been delivered! He won't miss a single dose, thanks to Barbara's efficiency. I can't say enough about her kindness and efforts to go the extra mile to make sure my Casey got his medication. Thanks to Barbara's excellent customer service, and Chewy's delivery policies not to charge extra for rush orders, Chewy has won my loyalty for life. What could have been a disaster for my dog, turned out to be just another day. Thank you, Chewy and Barbara, for taking such good care of me and my precious pup.

I rarely take time out of my enjoyable retirement schedule to write a review of utter praise about a company and their personnel. However, their follow-through communications, their friendly service, their courteousness, their patience and their concern for their customer’s complete satisfaction is more than worthy of the wonderful words I can write about ‘Chewy.com’, and more specifically, one of their fabulous customer service supervisors named Shawn H. I placed my very first order with Chewy.com, which was so easy to do. I found that they have an extraordinary amount of varied pet products, too. There seems to be almost nothing within the pet universe of products that they don’t have on their website. Their prices were very competitive and I also received free shipping and a first-time customer welcoming gift of $20 too. Additionally, they strive to deliver within 1-3 days. So, when I went to track my order a couple of days later, it said that the order had been 100% completed and packed, and a shipping label was created, ready for FedEx to pick up. When a shipping label has been created, that almost always signifies that FedEx will pick it up by the end of that day. However, I found that 24 hours later FedEx hadn’t been picked up yet. So, I was concerned and I called Chewy’s customer service number and ultimately spoke with a customer supervisor named Shawn H. My conversation with Shawn H was amazing. He was not only kind, considerate, patient and helpful, he also truly cared about me, his customer, and wanted to make sure that I would be 100% satisfied with my purchase. Shawn H said he would have to dig into the shipping situation and told me that he would get back to me ASAP. After hanging up, I was a little apprehensive. This apprehension was certainly not due to my concertation with Shawn H. It was due to my past conversations over the years with many of the other company’s customer service people that I’ve dealt with in the past. Almost all of them never followed-through with getting the solutions or answers to any concerns or questions that I had. Quite frankly, I was pleasantly amazed that Shawn H did, indeed, call me back with the great news that my order was actually arriving at my home that very next day. Shawn H could not have been better in any way, shape or form. I was so impressed with Shawn H and his listening skills, his true desire to get to the root of the shipping problem, his desire to make sure everything with my Chewy.com order perfect, and would ultimately make me love dealing with Chewy.com now and in the future. Needless to say, the way Shawn H conversed with me along with his actions to make sure everything went according to their high standards for customer satisfaction, certainly made me a loyal customer for all of my future pet’s needs. In fact, I was so delighted with how things were handled that I asked him for, and ultimately spoke with his supervisor, named Antoneisha. I told her all about how impressive and easy my first order experience with Chewy.com was, and more specifically about how fabulous Shawn H was in handling my questions and shipping concerns. Antoneisha was delighted to hear my praises and assured me that customer satisfaction is always ‘job #1’ at Chewy.com. Words cannot really express my delight, my utter praise and my complete satisfaction with Chewy.com, their supervisors, and their customer care staff. Needless to say, my shipment arrived quickly with excellent merchandise for my pet. My pet and I are very ‘happy campers’. Thank you Chewy.com for being a truly fabulous company.

Chewy has been going downhill for about 15 months now. They used to deliver your order in a day or two now. It take 4 to 8 days and they make excuses. The reps tell you your order will be delivered and then when your order is not delivered they make more excuses about your order. It is much easier now to go to PetSmart and place your order there.

They ask you to mail the prescription via USPS priority mail. So, it took a week to get there. Why you cannot just send it electronically? Lost time. They received it and never confirm this, as they said they would. Several calls and days later, they say it is being shipped but, they have to confirm with the vet. Again, why the lost time and money in mail? No urgency despite this being a prescription. Terribly disappointed. Get lip service and no results. I regret using them