"I have always had very positive interactions with customer service. I have had 2 incidents where a product was damaged in shipping due to poor treatment from FedEx and each time the product has been replaced within 48 hours. I love the options, prices and all that Chewy has to offer! "

"I’m not the kind of person that likes to write reviews but this company deserve that. The customer service and the products are outstanding. I’ve been using “Chewy” around one year ago and I just had good experience. I highly recomend it!!"

"I have been a loyal Chewy customer for over three years. I have always used them for my pet's flea treatment, medicated food and heart worm pills. My heart worm order is an auto-ship, every 6 months, same prescription.... every time.

This order was supposed to be shipped back in March. I received an email then, that I could expect delays with shipping due to the pandemic, which is completely understandable. About a week later, I received an email from Chewy that they were having trouble connecting with my vet to obtain prescription approval. So I called my vet to give them a heads up and provided them with Chewy's phone number and email. They said that they had not received any communication from Chewy yet. So then I called Chewy to straighten everything out, and was told the authorization was being resent from Chewy Rx. My vet followed up with me the following Monday to let me know they had received the email and sent everything back for processing. Awesome, I thought.

Four days later (so now, 2 weeks after the original order), I received an email from Chewy that they were cancelling the order because they were unable to obtain prescription approval. So I called Chewy again, reopened the order, which of course came with a new prescription number that needed to be sent to my vet. I called my vet, let them know what was going on, and asked them to follow up if they did not receive anything by the end of the day. My vet calls me back later that day, said they never received an email from Chewy Rx, they called the customer service line and were on hold for over ten minutes and never got through to anyone. So I called Chewy back and had them resend it. The Chewy customer service representative flat out blamed my vet for not doing her job, which very far from true. At this point my vet is copying me on their emails back to Chewy with the approval, because we are both frustrated. The approval was sent on Friday, April 17th. That Monday, I receive ANOTHER email from Chewy that they were having trouble obtaining approval from my vet. I'm sorry.... how is this possible?

So I call Chewy AGAIN. At this point, I've spoken to at least five different representatives and spent over 3 hours on hold or on the phone with someone in customer support trying to fix this. The person I spoke to told me that they didn't receive my vet's email. I gave them the time stamp of the email (because I received it also). I forwarded to them again. Now here's the kicker. They receive my email, but tell me this can't be accepted as a form of approval because it's not the original email. I'm on the verge of tears at this point with frustration. So I call my vet back and ask her to resend it. Two days later, I follow up with Chewy (4 weeks from the original order). They say they still don't have approval. I asked them to cancel my order if they can't process this by the end of the day. Of course, they don't, so two days later I cancel the entire order and auto ship myself.

What happens? After I cancel the order, the order magically ships... and I received it yesterday (5 weeks after the original order was placed). The shipping only took two business days.

I don't appreciate a company that a) lies to their customers and b) blames other companies for their wrong-doings.

I appreciate that everyone needs a little slack right now, but I think it's important for companies to maintain their integrity regardless."

"I understand the delay due to the virus. After waiting 10 days the day it was supposed to be delivered I checked my computer and saw that it was damaged in shipping and was undeliverable. I called to have it shipped again but they would not expedite it and it would take another 10 days. that policy is totally unfair. When it finally arrived the box was fine, but the mirrored ball was in 3 pieces. You don't have to be a genius to know you can't put something that small in a with an 8 pound bag of food without protecting it. I gave them 1 star for the price but it doesn't help if the items come damaged. Their policies are horrible. The seed also had a hole in it. The original order date is 03/31/2020. It finally arrived damaged on 04/18/2020."

"I'm still waiting for my item to be sent. If they don't have the time to send your package then they should let you know before you make a purchase."

"Waited eight days and my order was not processed or shipped. At the same time I had ordered pet supplies from Walmart. Golly Gee!!! My order from Walmart arrived. They also put a hold on my checking account . No other company has ever done this!"

"We attempted to order our cat's prescription diet food from Chewy when local stores were out of stock. Our veterinarian faxed over the prescription authorization form the same day, and we also uploaded a PDF copy of the prescription. However Chewy cancelled our order 2 days later saying they did not have authorization. After talking to support they confirmed they did have authorization and re-entered the order. 2 days later I got a notification that the order was cancelled again. As as result our cat was out of her desparately needed prescription food."

"My autoship never arrived. They claimed it shipped but fedex number was bad. took 2 weeks to get an email response that wasn't automated. Call an sat on hold for over 20 min before disconnected. Amazon was great and shipped the food right away. I cancelled all future autoships with chewy and selling the stock I had invested with them.... I feel they are not managing their business well. After many tries I finally got my visa refunded after 3 weeks. The order had never came and no explanation was given other than blaming the pandemic. Being I have seen ups ans fedex everyday and they had labeled it as shipped; I don't see how that's the pandemics fault. They obliviously marked shipments as shipped to lead people on because they didn't want people shopping elsewhere. They are horrible."

"I ordered pet food. I realize we are in a pandemic but when I got an email saying the food had arrived I tried contacting Chewy to see what happened. First by phone but I could never get through. After a day or so I tried emailing. A week went by, no response. Today I finally got through on the phone and have currently been on hold 48 minutes and counting. I am so disappointed in them and will never waste a dime here again!"

"The site says 1-2 days for process and delivery. Later they claim 5-8 days due to volume. I place an order for a vet prescribed diet and as required, gave the name of the vet and info requested. Order was placed on the 20th and on the 25th, I get a letter cancelling the portion of the order for the vet prescription food. The letter says I can send a copy of the card ( digital photo) to them via email or directly upload to their site. Why not simply let me know they need more info if they cannot contact the vet? Why stop the most important part of the order? Lazy and stupid is not good business. Following through for the customer and for the sake of the dog is what they need to do.

I copied the card info and emailed it to them and then looked on their website to upload. Strangely there is no immediate section to do so. I then tried to call them via the number they provided for service. Like usual, you wait in line until a live person connect to speak with you but that is not what happened. I waited a fair amount of time only to be disconnected. I called again and same thing and yes a third time. Basically, there was no way to connect to them via phone as they stated.

What should have happened is that Rx orders should be given a bit more priority because it deals with the dog's health. What should have happened is an email saying they cannot reach the vet but* if I can send them the card image within 24 hours they will continue to process my order with minimal delay.

Here is the kicker, on the Vet Rx card, there is a barcode. If you go to say Petco and get the food there (if they have it), they will scan the card as in the bar code and that is all that is required. Chewy.com could have had on their order form a place to put the bar code in that is associated with the dog food and that should have sufficed.

Several days wait, important part of the order not fulfilled by Chewy, and no way to contact them by phone. What a dismal failure.


"

"One of our autoship orders arrived with a split bag- which most likely occurred during transit. I let Chewy know so that they could address this with the warehouse or transit, and specifically requested no refund, please don't resend- just thank you and FYI. Customer service called me and insisted on refunding the bag of food that split or issuing a credit for it. I declined. A supervisor called back and stated they wanted to refund or credit; after chatting with the supervisor she asked what breed of dog, etc, and for a picture since she has a flat faced dog, too. The next order that arrived had a handwritten note in it thanking us and a special sampler treat of our Boston Terrier. The level of service was above and beyond. We exclusively buy our pet supplies from them now. Fast service, humans on the other side. I can't say enough good things."

"Ordered and paid by paypal. Paypal charged, never got a confirmation, tried to log into my chewy account, it won't let me. Tried to reset the password, fail. Soooo... where did my $$ go, where are my goods, did they ever get the order, major customer middle finger. They need competent programmers."

"Sadly, we didn't have our cat anymore and I had just gotten 2 big bags of Elvis' food. I asked Chewy if I could return them since I wasn't going to use them. They generously returned my money and told me I didn't have to return it, I could donate it to the local shelter. SO nice!!! Great, fast customer service and you can find everything you need for your pet."

"They are not sending orders out due to the Corona Virus. They did not notify anyone of the delay. Finally they posted on Facebook. This was my comment. But they ignored my comment and haven’t responded to my comment, canceled my pharmacy order or returned my money.

Now you tell us. When I called to see why my order wasn’t shipped the response I received was, “You’re not our only order you know”. And “You do know that the Corona Virus is out there”. When I asked to cancel my order because I was out of food and needed to go locally to buy some I was told, “Maybe you better wait until you get back from WalMart before you cancel your order”. And my all time favorite was “Good luck shopping at Tractor Supply”. I was also lied to and told that my items where already shipped. I told the “customer service representative” that I was out of diabetic supplies and needed to go to my veterinarian’s office and buy more. Meanwhile they STILL haven’t canceled or shipped this pharmacy order. I never received an apology, I still don’t have my money back from 13 cases of food and various other supplies and I don’t have my pharmacy items. If I had the information about the delay when I ordered I could have made adjustments for the delay. Forget Chewy. I found the food at the exact same price at Amazon and the pharmacy items at WalMart are 50% cheaper. I really don’t appreciate the Ghetto line of BS I was fed from Chewy. I don’t need you to send me flowers when my dog dies. I need you to send me his medicine while he’s still alive. Or give me the notice at the time of my order so I can make other arrangements. Instead you’ve done nothing but tie up my time and you still have my money."

"10 minutes on hold waiting for them to answer the phone happened on 2 occasions 2 weeks apart. If you need more people. Hire them."