"I have been shopping at Chewy.com for a little over 2 years because of their excellent pharmacy for pet meds. My dog was diabetic, so that meant getting Vetsulin, syringes, and prescription food for him. Chewy.com delivered all despite the pandemic and shipping delays that were being felt across the nation from all online businesses. On the day that my dog's vetsulin was being shipped I had to have my precious Jude put down. Chewy.com notifies you the deadline for making changes to your autoship and that date had passed. Despite the anguish I was feeling, I called and asked if they could cancel order. I did not want them to ship something that another diabetic dog needed. They were so kind and said they would cancel the order and request the order be returned to them. I checked the next day and order had been canceled and no charges were on my payment source. Today the doorbell rang, and Ralph from Chewy.com had sent me flowers with a touching card expressing their condolences. I called and thanked them. I am now writing this through very tearful eyes. I am overwhelmed by their kindness."
"Ordered a gift ten days before the holiday and the status kept showing 'preparing to ship'. I canceled the order and received multiple emails from reps that it would be canceled. Guess what, it was still shipped after the holiday. Will never order from this company again. I just noticed on BBB Better Business Bureau they have many complaints, not a company I will do further business with."
"I've been using Chewy exclusively for over 3 years and EVERY time I speak with a rep, it's like talking to a friend. Their reps make the company shine, with awesome customer service and a total willingness to help in any way possible. Delivery is also top notch. We get heavy stuff like 40lb pails of litter, cases of canned food delived right to the front door-instead of dealing with in-store or curb side pick up issues elsewhere. (Plus, It's bliss not having to haul it all from the garage up 2 flights of stairs). Really, start using Chewy and you'll see for yourself how great of a time saver it is to get EXACTLY what you want, for a great price, in a fast way and right to your door. "
"I have been ordered from Chewy for almost 3 years and any time I have had any issues this company goes above and beyond to make it right even if it’s not their fault! The courier service kept apparently dropping the boxes causes the canned foods to be dented and some broke open. As soon as I informed the company they immediately replaced the order without me even asking!! I am disabled and the 1st thing that made me begin using Chewy was the ad that they deliver “right to your door” and the first few orders, again the courier, didn’t want to carry the boxes uphill to my door and left them in the driveway. I contacted Chewy and explained I had to pay a neighbor to bring them up for me. Chewy then added special instructions to my shipping labels ensuring my boxes were, as advertised, delivered right to my door. Recently I had packages come up missing (probably porch pirates due to the holidays) and I informed Chewy I had not gotten my order. They resent a replacement order within an hour of being contacted by me and sent a personal email to me apologizing and telling me to give my pets (and they put the pet’s names!!) snuggles from them. I am BEYOND touched by this company coupled with the fact that they support many rescue efforts. I would never use any other pet food supplier just Chewy!!"
"Chewy offers free shipping for orders over a certain dollar amount. Unfortunately their goal is to stuff everything - regardless of order size - into one box. My last delivery was a single box that contained a 35 lb bag of dry food, 2 cases of canned food plus misc bags of treats. Items were crushed and it was impossible for my wife to even lift the box. Not the first time this has occurred. "
"I have been a long time customer of chewy. My last 2 orders have been blocked as fraudulent. l have used the same card for the last year with no problems. Something has happened to chewy over the last year and I no longer want to order on line and then have to call because they blocked my order. My card was still charged after the blocks. Chewy you are fired!!!! "
"I am always pleasantly surprised at Chewy.com's superb customer service! Any issue I have with an item, they will replace or refund no matter what!
Highly recommend this retailer!
"
"Horrible prescription service! It took over a month to get my dogs prescription for Interceptor Plus approved by my vet because of Chewy's inability to do their job! Chewy emailed me stating that my vet did not approve the prescription. I'm thinking that's ridiculous, I called my vet and they said they never received a fax. I called Chewy back to verified my vet with them and asked them to send it again. A week later, Chewy sends me another email and said that this time, my vet did not have any record of me or my dog! Now, I know something is wrong and it's not because of my vet. I called Chewy back again and told them they must be sending it to the wrong vet and asked them to verify it again and I was assured by the customer service rep that the pharmacy had the correct vet. Then I received another email, another week later from Chewy that my order would be cancelled in 24 hours, due to my vet not approving the prescription!!! I emailed them back and told them to cancel the order. I then got a phone message from Chewy saying that they had been faxing the prescription to the wrong vet, to give them a call. I know, I should have just told them ship-off, but I was so mad at how such a stupid mistake continue to be made over and over again. So, I called them back and demanding that I talked to a supervisor, since I felt after my other calls, the customer service people were not really following through with the issue. I talked with a Kelsea, who called my vet directly, got a verbal OK for the prescription and had released my order for shipment, while I waited on the phone. Way to go Kelsea and I appreciate your fast resolve to this stupid time-wasting mistake. Too bad all your Customer Support Reps can't be trained to do their job and learn how to follow through.
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"Throughout the years we have used this company for our dog's food, drugs, and treats. All of our shipments arrived accurately and safely. Customer Service was always there to help. We were on auto-ship for our dog's drugs and when our beloved pet died, we had to tell them not to ship. A couple of weeks later we received a beautiful card & floral arrangement from Chewy. It was an outstanding gesture to know there are still companies who care and show that customers are appreciated. Thank you for outstanding service and compassion through the years."
"Today I placed my last order with Chewy due service issues encountered in the last six months. When I said that, the person on the phone at Chewy said "Awesome"... I spend over $4K a year at Chewy and resent the lack of consideration for the customer, Between the double orders and blanket cancellation of orders and the response from Chewy when I called to complain? One star - they are the best unless there is a question, then Chewy is the worst."
"They insist on having you mail in the prescriptions. I mailed in three. The received one, but not the other two and wouldn't take responsibility for losing the other two, constantly lying about receiving them. All of the prescriptions were mailed in the same envelope! How can you receive one but not the other two?!?
They held up my order and wouldn't tell me that it didn't ship. I had to discover this on my own, just like I had to discover that they lost two of three prescriptions."
"They're fans of screwing u orders and not helping you out to fix them."
"Like other customers, I too was a big advocate/supporter of Chewy's. They were my go-to pet supply store. No longer. In the past 6 months, they have gone from being my go-to pet supply store to one which may be my last resort. They were a gold star pet supply company. They are now no better than anyone and to one that I would give 1 star. It is heartbreaking. I can get the exact same products anywhere with more reliability. It does not take 5 days to ship a case of cat food. If it does, then, they are in the wrong business. "
"They never save the refills given to them by my vet. My vet always gives them several but they always send me an email 4 or 5 days after the fact stating they need approval from my vet. What a pain in the ****! This has happened so many times and they always have an excuse. DONE! Ive dealt with this so many times that I have decided to shop else where. Once again, because of their incompetence, my old dog will run out of her meds before I can get her refills now."
"Chewy used to be a great and fun company to do business with. It was a pleasure to spend my hard earned money with them. I used to spend around $150 -$300 per month with them. (Keyword, USED to.) In the last several years, that has changed. They have become one of the worst companies to do business with. In my opinion and experience, their shipping departments are run and staffed by idiots. I only conclude this as so many many times I have requested common sense packing and so many many times received crap as a result of their lack of packing skills, or lack of caring, vindictiveness or who knows what. I am tired of the canned responses, the lack of urgency in that THEY messed up and are taking their own sweet time in getting your replacement order and/or refund to you, Oh NO, they can't get you your replacement order any sooner sorry, OH NO, they can't ship in smaller boxes, it just CAN'T be done. (me eye rolling) Chewy has turned into a CAN'T company and while they do eventually send a replacement order, and refunds, (you best watch your method of payment closely and let them know you are watching) Chewy has turned into a HUGE time waster for me. The "customer service" reps always say, OH we are forwarding this to our "higher ups" so the problem can be resolved. Well, since the shipping problems over the past several years have never been resolved it leads me to believe their "higher-ups" have their heads up their ****. Nothing ever changes. Shipping issues continue to happen. I wonder about all the positive reviews they get. I mean really, I have been a customer for many years and they treat me like crap. I tend to think Chewy churns and burns customers, in that you may, as a new customer get great service, till you don't, then welcome to the Chewy Pewy club. I have to waste huge amounts of my time to get them to do their job in an acceptable manner, which in itself is unacceptable. You would think that the CEO, Sumit Singh,(in charge since March 2018) would address these issues, but then, perhaps, he is too HIGHER UP to bother with us lowly customers who keep holding out hope that Chewy will become the great company they used to be, before they got sold to PetSmart. Chewy has gone from a reliable honest company to an unreliable company and while they do, once in a blue moon, get it right, most of the time anymore, they get it so wrong it is not even funny. My desire is that Chewy get their act together and become the reliable, honest company we all used to love. I am pulling for them but I will admit my patience is close to running out. pics below are the most recent shipment I receive today that about sent me over the edge after years of putting up with Chewy's incompetence in the shipping area. I had 6 cases of Authority canned cat food and one bag of Purina One dry kibble. I requested they pack it in two smaller boxes and they said they could not do that. (Doesn't make sense.) I requested extra packing and as you can see, not a lick of packing material anywhere. In fact, they used the PRODUCT as packing, (see two flats on their sides) This order was "fullfilled" from their Goodyear, AZ location. I cannot tell you how many times in the last several years, I have had this very problem. Over and over and over. Once in a while the product arrives ok but mostly not. I finally told Chewy, anytime I get an unacceptable order, I will call them every single time for a replacement. Unacceptable as in not something I would place in my cart if shopping in person at PetSmart. I would not buy bashed in cans. Of course, they are sending all my info to the "higher-ups" and refunding my money and sending me out a replacement order that will arrive in 3-5 days. refund 3-5 days as well. So you say, what are you **** about then? It's really very simple, tho Chewy makes it so hard... I just want what I ordered, shipped to me in the time frame promised, in good condition. If those conditions were met the first time, then Chewy would have a happy customer, and Chewy would save money by not having to redo orders. Geesh...it isn't rocket science. Just do it right the first time, Chewy. Come on Mr. Singh, bring back the Chewy that we all loved before the buyout. Thanks for listening."