"They say I mistakenly ordered the worng prescription. They refuse a return."

"I’ve been using this service for at least a year. I just ordered stuff for black Friday. I get a email saying I have to call or my order won’t be shipped. I call they make me answer all these questions totally ridiculous considering nothing has changed and I always got my orders with no problem. Terrible customer service the lady threatened to not put my order through and wouldn’t give me a manager. Now they took the money And my order is still not shipping. Won’t waste another dime here."

"I’ve used Chewy for years, since my rescue dog, Oliver needed to be on a prescription diet. Chewy became my source for everything dog related, and even more so when we added a puppy to our family. Oliver was diagnosed with congestive heart failure last year and needed to be on quite a bit of medication, hundreds of dollars a month, all purchased through Chewy. On August 19, 2023, my sweet Oliver passed away, 3 months shy of his 15th birthday and after 14.5 years of devoted companionship. Our hearts were, and still are, broken. I called Chewy the next day to notify them, through my tears, of his death and to cancel all of his medications, etc. Anyone l know that has used Chewy and lost a pet has really appreciated that Chewy will send flowers or something to the home. Well, l guess Oliver and l aren’t good enough for Chewy because they couldn’t be bothered to send us anything. Funny thing is, in his last days, Oliver wasn’t interested in eating and l kept trying different foods to entice him, so l tried Farmer’s Dog. I only placed one order with Farmer’s Dog before Oliver passed, and when l notified them to stop additional food from coming, they sent me a plant and a condolence card. After only one order! And from Chewy? Not even a condolence email or card! 5 stars for Farmer’s Dog, ZERO STARS FOR CHEWY. So disappointed and spoiling my other pup from anywhere BUT Chewy."

"We have ordered from Chewy for several years and the ease of getting orders consistently, timely and quality is superb. Our beloved Maxwell had heart issues and unfortunately had to be put to sleep. We had just received his monthly meds which as many may know are costly. I reached out via email to their customer service team explaining our situation and asked if there was anything they could do. Within the hour a received a heartfelt email that brought us to tears, they are a truly compassionate, caring and understanding company. They refunded us with no questions asked. Then today we received an unexpected gift, flowers and the sweetest card. We were shocked! We will recommend Chewy 1000x to everyone we know. Truly a superb company that actually cares.

Thank you Chewy!"

"TRIED TO GET A PRESCRIPTION FILLED THAT MY 15 YEAR CAT NEEDED TO HELP HIS BREATHING WHICH IS FAILING. THE PRESCRIPTION HELPS HIM BREATHE BETTER. FOR 2 WEEKS I HAVE BEEN TOLD FIE DIFFERENT TORIES AS HOW TO GET THE PRSCRIPTION FILLE. ALL THE PEOPLE AT CHEWY WERE WORRIED ABOUT IS HOW SORRY THEY WERE FOR THE PRVIOUS PERSON, WHO DROPPED THE BALL, AND SO ON AND SO ON FOR 2 WEEKS AND 5 TO 6 PEOPLE ALL INCOMPETENT AND ALL TELLING A DIFFERENT STORY. MEANWHILE MY PORR CAT STILL DOES NOT HAVE HIS MEDICINE. I SPEND AT CHEWY OVER $3000 PER MONTH THRU 3 DIFFERENT SOURCES (BUSINESS +PERSONAL).
I WILL BNEVER SPEAND A DOLLAR EVER WITH THIS AWFUL COMPANY.....JUST AWFUL
PONYBOY`S DAD"

"Cancelled my order after I confirmed it… then tried to tell me my autoship 35% wasn’t earned when it showed! N then they won’t give me my 20$ /49 coupon ! Don’t shop with them their crooks!!!!"

"I had bought revolution for my dog for over $200. She has been on it for years. I noticed recently she’s been having ticks on her and switched to Simparica trio. I called to ask to return the unopened box of revolution for a refund and they said they can’t accept it even if unopened. So now I’m out $200 and have flea and tick prevention that doesn’t work for my dog. They wouldn’t help me at all, just a straight no. That’s a lot of money. And I work at the vet as a certified veterinary technician and they didn’t even offer me any sort of discount or help. Absolutely terrible service. I deleted my profile and will never shop here again. "

"My GSD’s are getting older and my female has developed arthritis in her left shoulder. I had ordered Origens but wasn’t sure if that was the best choice, so I called and talked to “Dennis” and he recommended a Merrick’s formula. After reviewing it on-line I asked him to cancel the Origen order and order a 24 lb and 12 lb bags (closet to the 30 pound bag of Dr Tim’s - he was our vet and had used his food from the beginning) and set the bags for autoship.

This morning I checked the status of my order and realized “Dennis” did not cancel the Origen as he said he would. I called “customer service” and the representative yawned and said there was nothing she could do because it had already shipped.

As this was this was not the first screw-up that Chewy has done, but this one charged my close to $300 because of their incompetence and to have some “customer service” representative yawn in my ear and tell me there was nothing they could do was the last straw."

"It baffles me that Chewy has even one negative review, let alone enough of them to bring its rating down so much.

I've never had a negative experience with this company. Ever. They're the gold standard in terms of shipping speed, price and availability, their variety of products, and customer service. Their employees are friendly, knowledgeable, and you can tell they work for a company that treats them well.

Any time I've had a product arrive open or defective - which, incidentally, is rare - they've either immediately shipped a replacement and/or refunded my account. You can always immediately reach a customer agent via email, chat, or the phone. Refunds are lightning quick - you don't have to wait for days on end. And they don't believe in returns; more often than not, they'll immediately issue a refund and will ask you to donate the product that didn't work out to a local animal shelter.

I cannot recommend Chewy highly enough. I LOVE THEM, and I hope they thrive. I'm happy and proud to support such a wonderful company.
"

"I am 66 years old, I'm 114 pounds, and have breast cancer. I have litter on auto-order. They send these massive boxes weighing, in my opinion - easily 50-60 pounds. I have to ROLL it off my porch (as my porch is up about 7 steps) or stand there and unpack the box in the cold.. I called them a few months back and asked them to NOT make the boxes more than 25-30 lbs. They assured me they would do that. However, my auto ship order came yesterday in AGAIN, 2 boxes that each weight 50-60 pounds or even more. I could not even budge it. I called them yesterday. Basically they told me there was nothing they could do. They said I could try calling before EACH auto ship order and "reminding them". Uh - NO - WHY can't THEY put this into my account within my autoship. I canceled my subscribe and saves. So obviously being too cheap to spend EXTRA in postage for smaller packages is worth LOSING CUSTOMER and customer $$$ to them....."

"I recently had to euthanize my 17 year old pup. He had been on heart medication and a special prescription diet all bought at Chewy. I reached out to Chewy about returning the food and the medicine and they came back with not only heartfelt condolences, but they fully credited me for the food and medicine. They asked me to properly dispose of the medications and to donate the food in my pet's name, which I have done. As if that wasn't enough, they had a beautiful sympathy floral arrangement delivered. I can't even begin express my gratitude to Chewy for just how much they went above and beyond; I am definitely one lifelong, loyal customer.
"

"I've been using CHEWY now for over five years, until recently, had no issues. The service that was provided to me was horrible! My baby's life depends on his food! I put my order in on three different occasions, over a two week period. All of those times they reassured me that they would contact my vets office and get an approval, because his pet script had expired a couple weeks previous, as he'll be on the same prescription food for the rest of his life. I waited for the first order...., Says that the order was pending vets approval, then canceled, no reason. Called back(after waiting for 20-30 minutes on hold), they said they'd try again, no luck. After that, I called one of my other vets office to get approval, they said yes, have them contact us and we'll approve. I contacted CHEWY again, and chatted with them on this occasion(Very RUDE customer service), only to be denied yet again. So, I contacted the vets office that had recently approved the refill, they said that CHEWY had never contacted them at all. I am currently using another pharmacy for my online pet needs.
"

"I placed an order with Chewy in September. I paid nearly $140. It was my first time ordering with them. I expected a far better experience with them because they come recommended.
Instead, what I got was ripped off. They took the $140 from my bank account, cancelled my order then never returned the money into my bank account. In that exact order!
When I called them and asked them about it, they gave me the run around that the money was never removed from my account because they cancelled my order. I keep a very close eye on my balance, poor people have to do that so they know.
I watched my account very closely. That $140 was never returned to the bank.
I DO NOT RECOMMEND THEM TO ANYONE!!!!!!"

"I called to cancel my autoship because my dog passed away. They canceled my auyoship and sent me a follow-up email to verify. Today i received a bouquet of flowers with a beautiful note. GREAT CUSTOMER SERVICE.."

"Chewy really was great at one time but no longer do they give “ top notch service.”
Returns are a MAJOR big hassle, customer service rep are not friendly or helpful. "