"I was so surprised with how quickly this company responded to an email I sent to them regarding a recent product purchase. The doggy diapers I bought were a size too big and they offered to send me the size I would actually need and waived my shipping cost, and only asked that I donate the ones that were too big to a local animal shelter instead of sending them back. How generous is that?! What a caring and kind company. I will always shop here for products and would highly recommend others to do the same. "

"you never know the package will come in 1-2 days or 5 like mine! if I knew I would order on Amazon where delivery does not happen more than 2 days and there is no minimum order"

"They like to charge double your order to your card and then they try to justify their actions by claiming one of them is "just an authorization." Except that authorization still temporary deducts it from the account and now you have less money available that you didn't expect to spend because Chewy just decided they wanted to add on extra charges. All this hassle is really not worth it when you have other companies that provide the exact same service without the headache. "

"In a day and age where customer experience/service are becoming increasingly important to differentiate the competition, the lack of a positive CX encounter by even just one consumer can have a lasting impact on the business. Sadly,my experience with Chewy.com falls into the less than desirable CX experience. When a special diet for one of my pets was prescribed by my veterinarian, we chose Chewy.com over the veterinarian's pharmacy for one simple reason - Chewy offered free prescription treats with each of the foods ordered. Price was the same, both offered free shipping. Despite two out of two previous poor experiences with Chewy.com, we decided to give them another chance. When my product arrived today very poorly packaged with a bag of dry food torn open and the kibble looking suspiciously moldy/tainted and minus the free-with-purchase advertised items, one customer service representative single-handedly assured I will never shop Chewy.com again. Alexander, the customer service representative I spoke with, was quite flippant about the problems experienced with this shipment. His lack of empathy, poor customer service skills, lack of a resolution of any sort to the problems I experienced and blatant lack of care for the customer or the pets they serve has cemented my decision that Chewy.com does not deserve a fourth chance and I promptly canceled future autoships of the products I will need for the lifetime of my pet. My first shipment from Chewy.com was also poorly packaged with a torn open bag of pet food. The representative I spoke with during that call replaced my order (chance #2), but that package was also poorly packaged and while the bag of dry food was not torn this time, the canned food I also ordered arrived crushed, dented, and damaged. This latest chance (chance #3) only highlighted the ongoing packaging problems and lack of customer care demonstrated repeatedly by this company. Beware of shopping Chewy.com - there is a great and obvious void in customer service and packaging is quite poor. All this being said, would anyone like a bag of very very expensive prescription diet food that was previously opened and whose kibble looks suspiciously moldy/tainted? I have a bag to dispose of while I order from my veterinarian."

"I placed a rather large order I do every month, for my animals. I have no issue with ordering dry goods if the order is placed by 9am it arrives at my door next day. Different story with the pharmacy, My dog is diabetic so he is on insulin I thought I would try to order from chewy after 4 days the insulin is still stating "preparing for shipment" So I contact customer service and they tell me it was approved by my Vet clinic it should ship out in the next couple of days, I told them that was acceptable, and I will call you back. I call my Vet clinic and ask them when did they approved the script with chewy, they told me the 4 days ago. I call chewy back and explain again with the exception of what my Vet Clinic told me, now she tells me that the vet clinic approved it today and it will ship now in the next 3 days. which would be a Sunday at the latest, so who is lying my Vet Clinic or Chewy? I explain to her I just got off the phone with my Vet and they approved it 4 days ago I never got a response back. Then she tells me that the pharmacy items are shipped out of different state that is the reason for the delay in shipping, I believe they are using a second party vendor and once the order is transferred, no telling how long it will take So with my experience I wouldn't use the pharmacy department with Chewy a $7.00 savings is not worth it."

"Chewy is biased towards dogs and their target audience is dog owners. They don’t tailor their email responses to their audience. They assume everyone is a dog owner/lover, using boiler plate language like “give us a bark if you need anything else” and “have a tail wagging great day” even if you contact them regarding a cat product.

They have numerous tv commercials, almost entirely of dogs. In the rare occurrence there is a cat, it’s in the background, hardly noticeable. In one commercial, a spokeswoman talks about not having to lug heavy cat litter from the store, yet there isn’t a single cat in the commercial—only dogs! I contacted their corporate office and told them given cats outnumber dogs in pet ownership, I would think they would want to target cat owners as well, but instead they project themselves as being biased towards dogs by excluding cats from their commercials. The fact they never responded is very telling.

They are selective in which negative reviews they post. They only post negative reviews that are inane (ex. product stinks, pet didn’t like it). They wouldn’t post my review which provided constructive criticism and scientific evidence—product caused diarrhea and vomiting even after ruling out other possible causes—because they didn’t want it to impact their bottom line—sales.

There are plenty of pet retailers who love cats and who appreciate the business and feedback of their owners. And Petco and Entirely Pets will match other retailers’ prices.
"

"I highly recommend Chewy.com - I had an amazing experience with their customer service (how often do you get to say that?!?!). I wanted to return an extra pet gate I didn't end up using and they credited my account and asked that I donate the gate to a shelter or someone else who needs it rather than ship it back! "

"Chewy's customer service is like nothing I have ever seen before! We recently lost our kitty and I had just ordered food for him. I contacted them via the chat option and told them about what happened. They immediately refunded my money and told me to donate the food to a rescue. Then a couple of days later, we received a beautiful bouquet of flowers and a card expressing their sympathy for our loss! I was blown away!!! I have never heard of a pet food service going above and beyond the way they have! In the past, my dog became sensitive to a food we were feeding him, and they refunded that food as well and asked us to donate it. I wasn't even asking for that, I was only asking for a recommendation on what food I should try next. Another time, i ordered a laser cat toy and it was not working correctly. They sent me a new one immediately and did not make me send back the broken one. They also have great prices and fast delivery!! Great for when I forget to place my order until my fur baby is almost out of food!! I will use Chewy.com forever!!!! I love them!!"

"Chewys autoship program is a joke! I had placed an order that happened to be on sale, to be shipped on Jan 11th. When I hadn’t received it by the 13th, I decided to give them a call. They informed me that an item I had ordered was on back order and that they were holding the entire order until all items were available. I informed him that you need to let someone know by email as I was about to fun out of food.
He then offered to send the order immediately but without honoring the sale price from my original order.
This place is a joke and I will never order from them again! Be careful if you auto ship as you may not receive your items when you are expecting them. "

"This is why I love Chewy.com! (They don't know we rund a rescue!! Crooked K Rescue Foundation)

Here was my e-mail:

"On my last autoship order, the horse supplement was packed with a cat litter box with no padding. The litter box punctured a hole in the supplement. Please see attached pictures. Is there anything you all can do for me on this?"

Here's theirs:

"Hey there Klarissa,

I'm so sorry about the condition of your furry friend’s supplement. That's unacceptable and definitely not on par with our Chewy standards. I’ve processed replacement order, 254160469, for the Buckeye Nutrition Ultimate Finish 100 Granulated Fat Horse Supplement. That order will be shipped out Monday 01/13 and delivered Wednesday 01/15 at the latest.

If you feel the original supplement could still be of use, please feel free to donate it to a local rescue or shelter as a gift to those pets in need. If there's anything more we can help with, please let us know, we're always here and happy to lend a paw.

Furry regards,

Anny M.
Customer Service
Chewy""

"I have been using Chewy for several years to order my dog’s medicine, food etc.
My dog has major food allergies so I have to order her special vegetarian canned dog food. When I received an order with two busted cans, which clearly the delivery company busted, Chewy sent me free replacement cans.
After ordering a dog parka for my pet, I found she had gained weight and the parka would not fit. I emailed Chewy to ask how to return it and they told me to keep it and donate it to a clinic or shelter of my choice, and credited my ccard. Today I received another email telling me they had placed the larger size in my shopping basket and was waiving shipping costs if I wanted to order the correct one. They also said if I did not want it to just delete it from my basket. Folks, you cannot get much more helpful than that. Also, each time my pet’s medicine is up for a refill, they contact my vet for me so I never have to remember to do this.
I love them!
Susan"

"Chewy has gone downhill these last years. I used to be extremely pleased with the products and customer service. The last few issues have sealed the deal for me. ABSOLUTELY HORRIBLE customer service (by phone) over my last two errors (made by Chewy!!). I am not sure if these employees you speak to have an ounce of care over their jobs, because there is nothing but attitude and severe laziness to assist in ANY way. I will support my local pet stores from now on. The convenience was nice, but it is absolutely not worth those horrible employees. "

"Chewy.com has not only been the most convenient and fair priced pet supply company but the service is always friendly and so helpful. There have been situations that I thought they messed up (THEY DID NOT-IT WAS ME) and they resolved the issues and gave refunds without questions or judgement. I will forever purchase from Chewy and always highly recommend them. They are the BEST!!"

"I rarely write reviews on any company, but I have to say that Chewy is excellent. I had a situation where my dog passed away and I had to return some of the items I ordered. They were absolutely wonderful to deal with. I wish I could give them "more" than 5 Stars. Very well deserved... I am a life long customer. "

"I used Chewy.com for my two elderly pets and had a great experience with the auto-shipments. It was easy to update the shipment date, they sent reminders ahead of time prior to shipping, and my items always came on time. Both of my pets recently passed within a month of each other, which was heartbreaking for me. I mentioned it to one of their support team members via chat and she and the company sent me a beautiful vase of flowers to say they were sorry to hear of my loss. She reassured me that when I was ready to think about returning food that I ordered and hadn't yet used for my pets, they would refund it anytime, even though I had ordered it a few months ago. Fast forward a month, and I called customer service to start the return process. I told them about the unopened food, and then I asked about the canned food items that I bought in packs of 12 or 24, where I was only able to use about 3 of the canned food items. The lady I spoke with went ahead and processed the refund on the food, even the opened bulk packaging, and encouraged me to donate to my local shelter, which I am eager to do.

I wanted to return a fun item I bought (for a hopefully future furry friend) from their Black Friday sale, and they told me I did not have to worry about shipping it back, which was not what I was intending. I told her I wasn't try to take advantage of the company, because I felt like they were being way too nice to me. The two customer service people I spoke with were very empathetic regarding the loss of my pets. When I am ready to adopt another furry friend, I will definitely be using Chewy.com, not just for their great products and ease of delivery, but for their heart. It really touched me how much they cared."