"We recently moved, and my idiot self didn’t update the auto ship. When I called on the off chance they they could do anything, they scheduled for Fedex to get my order, and deliver it to my new address FOR FREE. Way to keep a customer for life. "
"Placed an order during their great Black Friday/Cyber Monday sale on 11/28. I'm still waiting on the bedding that I ordered as it hasn't arrived yet. The company was nice enough to give me back my money for the entire order (I have received some items). However, it doesn't help that the big sales are now over and bedding is more expensive everywhere else than those days. I have now cancelled my autoship order as I clearly cannot depend on Chewy to get me items in a timely manner. The issue is being blamed on Fedex holiday shipping. I have ordered many other items online that claim 2 day shipping and haven't had to wait over 2 weeks for my items to arrive. "
"I've been using Chewy for years and am consistently happy with their quality products.
Recently, I ordered a dog bed. When I received it (in a timely fashion, might I add!), I was unhappy with the quality and requested a refund.
Without hesitation, Chewy gave me my refund. Instead of asking me to mail the product back to them, they asked me to donate it to my favorite rescue or shelter organization.
It's so refreshing to deal with a company that believes in paying it forward. The extra cool thing is, Chewy doesn't cherry-pick their favorite charities. They trust their customers, and customers get to see their local communities impacted by Chewy's 'Pay It Forward' policy.
Thank you, Chewy!"
"Normally orders arrive within 1 - 2 days, but not this time. Two days later still not even shipped. One feed item is shipped and will arrive next Tuesday. It says for deliver 12/8 but FedEx does not deliver on Sunday or Monday. So it will be Tuesday. I will be out of feed today. These are timed auto-shipments based on certain expectations and estimates. Animals do not celebrate nor benefit from Black Friday and Cyber Monday, yet this is the excuse I received for the failed service. In fact, retail wouldn't have had "three back to back holidays" if retail hadn't just randomly created those last two for themselves. And since retail DID create those for themselves, I think that retail loses the right to use them as excuses for slow shipping. Especially for those of us who could not possibly care less that they even exist, and are ordering staples. Also, animals do not eat refunds that will be credited in 3 to 5 business days. That was not what I was looking for, and not what I asked for. I just wanted the order shipped and shipped timely. Customer service has done not a thing to remedy this situation. It STILL sits there. "Preparing for shipment". And this is about to turn absolutely heartbreaking here. I have canceled my future autoships."
"I'm getting a puppy soon and went to Chewy to purchase all of my new puppy gear. Not only were there great prices, but I'm really impressed with how quickly it was delivered to me. I look forward to being a lifetime customer! "
"I can't believe I discovered Chewy only a year or so ago. What a great company. The best prices, great autoship system, reasonable shipping rate (or even better, free shipping), and phenomenal customer service. I recently ordered a new wet food for our kitty. She wouldn't touch it. I let them know and asked what, if any, options I had and they gave me a full refund and asked me to donate the rest to a nearby shelter. They are fantastic.
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"This company has the worst customer service. They pay lipservice but do not care how the customer is treated. I'll be purchasing my dogs food elsewhere. I won't put up with poor service for the prices they charge. I am disabled and need help getting a 60 lb box just inside my garage. Hasn't been a problem until yesterday. Fedex wouldn't come back to help and my package got stolen. They apologize but it is severely INSINCERE. They've lost a customer. Easy to find another company to deliver my dog food. Already have one set up after this. Good bye chewy.com. "
"Chewy takes the extra step in ensuring customer satisfaction. Their products have always shipped quickly for us, and they get in touch with us quickly if they run into any kind of issue. Not only did they help to problem solve an issue with verifying a pet food prescription at out vet's office, but they were personal. They stayed in touch. They updated their progress and kept trying again, despite our vet's staff getting rude with them. Any other company would have just denied us the sale and moved on. Chewy goes above and beyond. Chewy knows your pets are important!"
"We have been customers of Chewy.com for years because of their unbeatable prices and phenomenal customer service. This past weekend, we were reminded again of their exceptional customer service. One of our dogs passed away so we reached out to Chewy to see if we could return a couple bags of her dog food. They refunded us immediately and told us that there was no need to ship the bags back to them and to instead donate them to our local shelter in our dog's name. Then we received the most beautiful bouquet in the mail. We are so incredibly touched and will remain loyal customers forever!!! Thanks so much for everything, Chewy. "
"Gosh, they’re so fast! We placed our order yesterday morning, and the package was on my steps this afternoon. chewy gets it right!"
"have had two interactions with customer service and both have been incredibly positive. this is the first review I've ever written for anything, they deserve it."
"Chewy has given me time back. I have three dogs, two of which are large. The only issue I had was my order shipped without receiving a notification, and so now I suddenly have an excess of Dog Food. I'll be back as soon as the crew eats it up. "
"I've ordered from Chewy for a while. I've had nothing but ease of use and excellent delivery. My last order I'd added some warm vests for my littles. I got the shipping confirmation within a couple of hours with an exception that one of the vests was on back order. My nugget is only 4 pounds and I have a hard time fitting her for colder weather and I didn't have a lot of time to make a phone call. 3 emails later and they found something comparable FOR me so I didn't have to waste time looking, they shipped it at no cost and nothing but excellent customer care. I already love Chewy, but now I love them even more for making mine (and my pups) lives so much easier!"
"OH I OPEN A PACKAGE FROM CHEWY ROACHES COME POURING OUT YOU DONT SEE PROOF I CANT WAIT YOU WILL BE GETTING THEM THEY HAVE ALREADY TOLD ME PERTSONALLY PEOPLE MAKE THIS COMPLAINT ALL THE TIME THIS IS TRUE IT CAME RTIGHT OUT OF BRAND NEW PACKAGE FROM THEM DO YOU NEED GLASSES"
"First time order/customer of Chewy and I will NEVER order again! Gave permission for the company to have $188 of my money and they decided to take an additional $151, as a “hold” when they couldn’t ship all of my stuff at once. HOWEVER, my stuff all shipped within 10 or so minutes of each other. Now, I can’t get the stuff that I NEED because they stole my money and I have no clue when exactly they will release it. One person at customer service said 24-48 hours and the next said 24-48 BUSINESS HOURS! No disclaimer stating anything about an additional hold or anything if they ship stuff separately. NEVER will I be back and I suggest watching your account closely if you order!"