"I have used Chewy for over 10 years. Spending lots of money on Canned cat food every 5 to 7 weeks. Lately the cans are arriving dented and the packaging in terrible condition. I have called and complained many times over the past 5 years. Spoke to customer service many times. They replace the cans. But now I have loads of dented cans that can't be donated. It is a waste. I have told them, on my last call this Spring, that they need to wrap the cans in paper to protect them during shipping as they are fragile. There is lots of paper in the box but it is randomly stuffed in and not around in the cans. And of most concern to me, was this last shipment, the entire box arrived ripped open. They use Laser Ship. The package was incredibly manhandled and was minimally taped so basically it was gaping opening and the cans of course were dented again. I worry every time I order from Chewy, about the shape my packages will be in once I receive them. So if you want a piece of mind, don't order from them. Customer service is really nice and they will refund you but other than that they are all talk with regards to making sure your order gets to you in good condition."

"Since i posted this review, Chewy.com contacted me and explained what wasn't communicated clearly to me in the previous three times I had chatted with a customer service rep. 1) tracking system -- what you see is what they say. And sometimes orders are delivered by other shipping companies not just Fedex in order to insure the delivery makes it "on-time". 2) the $15 was in fact a partial refund of my order not for emergency food. When I went to return the food, I could only be refunded $48 because that's what was remaining. The supervisor who called me, Alexis, assured me everyone involved would be spoken to about communicating effectively with their customers. I was also compensated with cat food on them when next I purchase a bag. Even without that extra compensation, I am happy that someone reached out to me and finally listened to what I was so frustrated about. Granted, the reason this happened was because my mom copy/pasted my FB post onto Chewy's FB and that's how they reached out to me XD. Anyway, I'm willing to give them another shot...and I definitely will never use the chat option when communicating with them. It was easier at the time. So lessons learned: don't wait til the last minute to order food; and call customer service rather than use chat.

Original Review with rating of 1 star:
Short Story: Contradictory and argumentative staff who don't care about their customers or their pets, and they are not interested in making amends for inconveniences they cause you. Whatever happened to putting the customer first? At chewy.com, it's chewy first and your pets last. Will not be using this service anymore after the horrible treatment I was given not just once but three times. I don't care if I have to pay more elsewhere.

Long Story: I have had Chewy for awhile and thought I was happy with them, but that was until I had to speak with their customer service about a recent order.
Last week my prescription dry cat food (Hills Z/D) was expected to arrive Monday evening. I will be the first to admit that I should have ordered the food earlier long before I ran out, but when I saw I was running out of food faster than anticipated, I had the bag shipped immediately. The arrival date was last Monday by end of day and fortunately the food I had lasted until Monday morning. The tracking system reflected it would be delivered that evening (I checked all day) but then I get home, and there's no food. By 8pm there is still no food. Had I known the food would not have been delivered on time as promised, I would have stopped by Petsmart or the vet to get enough food to hold me over. Instead, I was left giving my cats nonprescription wet food that I still had in my cabinet. I contacted the staff through chat and was told conflicting information. The first agent said something about FedEx not delivering on Mondays (if this were the case then the tracking history should say it was expected on Tuesday not Monday). Another agent told me it's not FedEx who has this but another shipping company, and their tracking says the ETA was Tuesday so Chewy is not in the wrong. And yet, the tracking history that's available to me says Monday! So yes, chewy, you are at fault. The chewy staff were obstinate, rude, and unwilling to compensate me for this inconvenience. After being transferred to a supervisor, this was no better. The supervisor did the minimum of giving me a $15 credit which she said was for the emergency food I'd have to go buy. You'd think they'd want to leave their customer's on a "paw-sitive" note. This is not the case. Honestly, if they wanted to leave their customer happy, they should have done more than that.
Fast forward a week. I thought I was done dealing with the Chewy staff. Unfortunately, something was wrong with the batch of food in my Hills z/d. Both of my cats were barely eating it. I contact Chewy again through Chat (at this point I am wondering if they provide a different type of service if you call?). The agent issued me a refund of only $48 when I originally paid $63. She claimed I was already given a $15 credit so I am only owed $48. I told her the $15 was for the food I had to go get to hold my cats down until the bag arrived. Surprise, surprise, this agent also argued with me on this. She claimed the $15 wasn't for emergency food even though I insisted there must be a chat history supporting my claims. No matter what I said, she would not relent and again, had no interest in keeping me as a customer. Towards the end of the message, I simply asked for her to pass on a message to her supervisors, that it is unacceptable for the staff to be contradicting each other so much. She argued with me once again and before I could respond she ended our chat. So unprofessional.
In the long run you will be wasting time and money by using Chewy.com, and you'll be putting your pets at risk. I'd rather shop at a place that values my time and values me as a customer. "

"I got home last week, picked up the box from Chewy.com, and instantly knew something was wrong. The 20lb bag of food inside the box was broken and it was a greasy mess.
After a two minute phone call my replacement bag arrived at our house 18 hours after my call. HOLY COW YOU GUYS ARE AWESOME. The woman on the phone trusted me, as a valued customer, and I was astonished how quickly she remedied the situation.
With that two minute phone call you gained a CUSTOMER FOR LIFE. "

"We have used Chewy.com exclusively for pet food and treats since 2016. We have purchased toys, bedding and other sundries over the years as well. Pricing is always competitive if not better than retail stores and delivered right to our front door. With an average of 14 orders annually I have had an issue with ONE order that was not my fault. The issue was resolved with one phone call and zero hassle. I have had 2 issues that were my fault and Chewy.com resolved both of them at no cost to me. GREAT SERVICE!
OVER THE TOP:
Our Beagle passed, she was 13 years old. I cancelled her autoship order shortly after, but forgot that I had added some additional soft food, pill pockets and treats to our other Dog's autoship that we needed to care for the Beagle in her declining health. I called and explained the situation and asked if I could return the items. Once again, Chewy.com took care of us at no cost to us.
Additionally and completely unexpected, we received a beautiful personal condolence from LaMartha at Chewy.com.
With out hesitation I openly recommend Chewy.com to anyone and everyone. In today's political and social climate to receive this level of personal service is rare and very much appreciated.
"

"5 stars for their customer service. I placed an order and then less than 12 hours later I had to cancel it. The customer service representative was extremely helpful, I received an email immediately acknowledging the cancelation and saw the charge reversal in my account within an hour. Many corporations need to take a lesson from Chewy!!"

"This was my first time ordering from Chewy.com. Everyone was so helpful and friendly, and helped me to place my orders. They answered my questions and also had a great sense of humor. Warp fast (I am a star trekkie) delivery. We are adopting a young dog from the humane society, and now we are all set up for her to come home with us."

"First of all - the customer service department is outstanding. Quick replies and always super friendly. I accidentally ordered two drinking water fountains and asked for an RMA, but they advised me to donate it to my nearest animal shelter and refunded me the money. Anytime I place an order, I always receive it within 2-3 days. Packaging is great. Quality is great. I love this company!"

"I've been a faithful Chewyl customer for about 4 years. For good reason. I recently experienced the death of my dog for whom I was purchasing joint chewy products, on auto ship. I called to cancel and a week later i received an FTD florist delivery of a dozen roses with a beautiful card stating their condolences. This was only the most recent of my outstanding experiences with Chewy. Their products, prices and customer service have been, without fail, far and above every other pet place,I have ever purchased anything from. "

"So Chewy apparently had a server crash (not admitted by Chewy to me, but to my vet) and lost a significant amount of data/communications. Then this happens:

I ordered some prescription food for my doggo and it went dead silent and was notified that the order will be canceled. I called Chewy and was asked to talk to my vet for not approving (they didn't want to call). So I called vet and was told it was approved a long time ago and an email was sent. I called Chewy and was told it was not there and was asked to talk to my vet.

So I did indeed, and asked my vet to fax AND email AND CC me. The email was sent the fax was sent. I called Chewy to see if they got it and was told 'No, but you need to reach out to your vet.' I called my vet and then they told me they will email it the 3rd time. Once again I called Chewy and was told they don't have it and I need to email my vet.

At this point I asked the rep that I'm done going in circles, doing the same thing over and over to get the same result (and be continued to do it again). I asked that they resolve this critical communication failure directly with my vet so they can fulfill their duty as a reliable distributor. And lo and behold,

I was asked to email my vet.

Not so efficient, is it? I humbly suggest these mantras for their management, as their current system is designed rather to cultivate frustration and failure, instead of problem-solving, which is what was needed for my case and others as well, I assume.

#1

Customers do not and should not do your job for you. I spent hours, called my vet 6 times and Chewy 7 times for their system failure.

Chewy invest heavily into customer service and you often don't have to wait more than one 'ring' to get your call answered. This is their greatest asset as well as their strategy of surviving (and dominating) the fierce battle of pet e-commerce market. But it's all for nothing if the customers end up working for them as well due to their lack of efficiency.

#2

The communications between the rep and the pharmacy is OK, but nowhere near ideal.

Fax goes to pharmacy, the emails to the vets can come from both pharmacy/customer rep, phone calls are passed between those two parties and the record system is managed by the reps, but the pharmacy cannot be reached by clients....etc. What is this? If I can't talk to the pharmacist, who talks to my vet, how am I supposed to even solve your issue you've created even if I wanted to?

#3

The data the supervisors see is NOT streamlined with the data from the customer rep.

How was my problem 'resolved'? I talked to the supervisor and was told

'oh hey, we do have the approval form!'

immediately after I was told that the approval form has not reached the server after 3 emails and 1 fax over multiple days.

#4

Reps can't do anything besides making/canceling orders and sending simple emails
and that is NOT good.

Reps are supposed to be problem solvers. I don't expect an insurance agent-esque track/investigate/file/report full shebang but I'd love to be offered more solutions than doing the work for them because they are not authorized to do so.



I hope it helps, Chewy.

-A customer and a concerned shareholder"

"My family is in the middle of a very hurried and hectic move for the military. We have been staying in one hotel room with two cats and a 5 month old baby for the past two weeks. In the hustle we didn't realize that our auto shipment was going to our old address and not our new one. When I called customer service to see what could be done, customer service was so understanding and helpful. They immediately contacting Fedex to see about delivering our original order to our new address. To make sure that our fur babies would have their food Chewy is sending us the same items in our original shipment to our new address at no cost. This is a great relief to this frazzled mom. "

"I opened up my shipment of dry cat food last night and noticed that there was a tear at the bottom of the bag. I figured I would contact customer service to see what my options were to return or get a replacement. Well, the rep I got was really amazing. I didn't even get to ask what their return/refund/replacement options were before she had already placed an order for a replacement bag of food to be sent to me. I literally got the email notification before she even said she was going to send a replacement. I've never been treated so nicely by a customer service rep. And, I know it's a super small thing, but she even addressed my pet by their name (which I never said) and wished them a good rest of the day. You guys treat your customers really great. You've got a loyal customer in me!"

"I've interacted with chewy and their reps many times and I'm never short of being impressed. I received a *hand signed* birthday card for my dog, which really touched me. They obviously "get" how much our furry, finned and feathered family matter to us. Something seemingly "small" makes a big impression on me. One of my deliveries never made it to me, (which was a FedEx issue), and they fixed it right away. I highly recommend this company."

"This company has addressed ALL of my issues, and even replaced pet treats, when I told them it might have been my own mistake! The last problem was a shipping problem, and to my happy surprise, they replaced 2 canisters of Friskies Party Mix, that I didn't even ask them to. I walked onto our deck, and there was a box from CHEWY! This is the kind of trustworthy company we have all dreamed, and wished for! 10 STARS for CHEWY!! THANK YOU!"

"Horrible, horrible, horrible. - after a week of waiting my order had no eta to me. I’m headed back to monster pet in Audubon. "

"I will begin by saying that Chewy has always been fantastic - no complaints - I have recommended to everyone. This month essential medications did not arrive for my 2 dogs. People that I talked with were great and actually listened, but that does not help if you can't get the medications right. Long story short... my dog's meds were to ship on May 23. Today is the 30th. We never received and Chewy's website still showed that they were shipping on May 23. Huh? I spent a considerable amount of time yesterday and today trying to straighten this out. We had a new HeartWorm med - and Chewy needed to get confirmation from our vet. They had a month to do so - now they tell me there was no contact - WHY? You couldn't email or call?? My two senior dogs are all crippled up - obviously their meds are totally out of their systems. And to top it off... Just received an email that my 3 autoships have been totally canceled by Chewy. What is that about? Guess I am just venting - will need another service obviously. Will miss Chewy seriously, but this is ridiculous. Chewy must be too big to care. Sue Qualter."