Business Profile

Pet Supplies

Chewy, Inc.

Complaints

This profile includes complaints for Chewy, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

486 total complaints in the last 3 years.
176 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:06/24/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been having problems with this company for 7 months and each month I am assured it is resolved, and it never is. My monthly autoship came around today, 6/23/2025, a monthly autoship that was set up on the phone with a Chewy supervisor, and it triggered a verification that required me to call. I have needed to do this verification every single month this year for the same order I have been placing for over 2 years now. My rage with this company cannot be contained because as a working woman, I do not have time to sit around on the phone, told it is resolved and wont happen again, and then happens again the next time. I cannot work with a company that wastes my time after now 6 promises not to going forward, which is really upsetting when you spend well over $10,000 a year with a company and have been doing so for multiple years.
Business Response
Date: 06/25/2025
Hello Ashley,

I'm so sorry about your recent Autoship experience. At Chewy, we strive to provide a positive experience with every customer interaction, and we dropped the ball here.

We sincerely apologize for the repeated inconvenience and the ongoing verification issue you've encountered. We understand how frustrating it must be to be assured that the problem is resolved, only to have it recur the following month. That is absolutely not the experience we want for our customers, especially for one who has been with us for multiple years.

Here at Chewy, we are committed to protecting the privacy and security of your Chewy account. In some instances, this results in a temporary hold on processing an order pending verification of certain information. Once those verifications are received, the order is processed and shipped. This is what happened here—our system detected suspicious activity related to the orders on your account, and the order was placed on temporary hold for further verification.

As we discussed, your order ending in -9693 has been fully verified as of June 25, 2025 and will begin shipping within the next 24–48 hours.

We truly appreciate your loyalty and continued trust in Chewy. If you have any questions or need assistance placing your next order, please don’t hesitate to reach out. We're here 24/7 to lend a helping paw.

Warm Regards,

Michelle G
Customer Care Manager
Chewy
Customer Answer
Date: 06/26/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23515191, and find that this resolution is satisfactory to me.

Sincerely,

Ashley Hughes
Initial Complaint
Date:06/23/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was promised a shipping fee refund for mailing in a paper prescription to the Chewy pharmacy. I have an email thread where they clearly state this as well. The Chewy pharmacy owes me $10.10.
Customer Answer
Date: 06/24/2025
On June 18, 2025, I spoke with "Ethan" at the Chewy pharmacy to get the mailing address to mail in a prescription. Ethan gave me the mailing address over the phone and told me that Chewy was going to reimburse me for my shipping cost.
Customer Answer
Date: 06/24/2025
I've attached a n email from the Chewy Pharmacy requesting to mail in the prescription.
Customer Answer
Date: 06/24/2025
This is a copy of the shipping that I purchased on June 18, 2025 when I mailed in the prescription.
Customer Answer
Date: 06/24/2025
I have a copy of my invoice for order 1692000226 and I have attached it to this message.
Business Response
Date: 07/01/2025
Hi there Cynthia,
I'm so sorry about your recent experience. At Chewy, we strive to provide a positive experience with every customer interaction. We are reviewing your recent interactions with our agents and will follow up with the agents for a coaching session for any missed opportunities.

Thanks for speaking with me and giving Chewy the opportunity to make it right. As we discussed, we processed a paper check and mailed it to the address on file associated with your order. The check was issued on June 30, 2025, and you can expect delivery within 1–5 business days via FedEx Home Delivery.

We really appreciate your feedback and thank you for giving us the opportunity to help with this. If you have any questions, please don't hesitate to reach out to us. We're here 24/7 to lend a helping paw.

Warmest Regards,

Zachary R
Pharmacist Lead
Chewy Pharmacy
Customer Answer
Date: 07/01/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23508453, and find that this resolution is satisfactory to me.

Sincerely,

Cynthia Berrocal
Initial Complaint
Date:06/22/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had an awful experience with this store. I made a purchase (Order #**********) of two water fountains in an attempt to make my cats drinking more water. Unfortunately they were terrified of the water and I requested a return literally the day after I received it. The products were sent back as soon as I received the label from chewy. I received a confirmation from ***** that the items were delivered but never heard back from Chewy. For several days I tried contacting them on the chat and despite being able to speak customer service kept being asked to wait 2 days for the processing to be done. After 5 times hearing the same thing I was finally able to speak with a manager who told me would get the issue resolved. Unfortunately today I get an email saying I am not eligible for a refund since the products were used. Please don't waste your time to this store, they are great up until you have a problem. Dont'risk it
Business Response
Date: 06/25/2025
Hi Gabi,

I'm so sorry about your recent order experience. At Chewy, we strive to provide a positive experience with every customer interaction, and we dropped the ball here. We will certainly review your most recent interactions with our customer service representatives and follow up with the agents for a coaching session for any missed opportunities.

Our facility confirmed that the box was received with the return label provided to you. However, the contents did not match the condition required for a full refund. That said, we’ve issued a partial refund in the amount of $53.30, which will be credited to the payment method used for your order within 3 to 6 business days. Please note that processing times may vary depending on your banking institution.

Unfortunately, we’re unable to validate the remaining portion of this order and are therefore unable to authorize a return for it at this time.

We understand this was not the experience you were hoping for and truly appreciate your feedback. If there’s anything else we can do to help, please don’t hesitate to reach out to us. We're here 24/7 to lend a helping paw.

Warm regards,

Letisha H.
Customer Care Manager
Chewy
Customer Answer
Date: 06/25/2025

Complaint: 23504193

I am rejecting this response because:

Sincerely,

Gabi Carvalho
Business Response
Date: 06/25/2025
Hi Gabi,

I'm truly sorry for your recent experience. At Chewy, we aim to provide a positive experience every time, and we regret falling short. We’ll be reviewing your recent interactions to ensure any missed opportunities are addressed.

Our facility received the return, but the contents didn’t meet the condition for a full refund. A partial refund of $53.30 has been issued to your original payment method and should appear within 3–6 business days, depending on your bank.

At this time, we’re unable to approve a return for the remaining items.

We appreciate your feedback and understanding. If you need anything further, we’re here for you 24/7.

Warm regards,

Letisha H.
Customer Care Manager
Chewy
Customer Answer
Date: 06/26/2025

Complaint: 23504193

I am rejecting this response because:

Sincerely,

Gabi Carvalho
Initial Complaint
Date:06/17/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Bad and out of date dry dog and cat food and treats.
Business Response
Date: 06/19/2025
Hi *********,

I'm so sorry about your recent order experience. At Chewy, we strive to provide a positive experience with every customer interaction, and we dropped the ball here.

We understand that when you, a valued customer, make a purchase from our site, you expect to receive your product in excellent condition, ready for your pets to enjoy. Were so sorry for the inconvenience and confusion this issue has caused, and we appreciate you bringing it to our attention. Your feedback is invaluable to us as it helps us identify areas for improvement and enhance our services to better serve you and all our valued customers. Please accept my heartfelt gratitude for bringing this matter to our attention.

We really appreciate your feedback and thank you for giving us the opportunity to help with this. If you have any questions, please don't hesitate to reach out to us. We're here 24/7 to lend a helping paw.

Warm regards,

******* *.
Customer Care Manager
**********************
Initial Complaint
Date:06/16/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Trying to create a return label from this company is like pulling teeth. Every other e-commerce site you can simply create a return label from your order view window. These people make it impossible to create a return label. One you do not get the option so you have to contact customer service. They transfer you to a supervisor "to better assist" that supervisor says they cant create a label and only a "Special Team" handles return labels.Seems like catching *** Zodiac ****** was an easier process than returning an incorrect item to chewy.This is such a terrible company to try return anything. So I will be returning every single item i have bought from this company and happily pay double or even triple from a competitor that will make any return process easier. I rather have convenience than savings. I hate chewy and do not recommend to my enemies
Business Response
Date: 06/17/2025
Hello *****,

I'm so sorry about your recent order experience. At Chewy, we strive to provide a positive experience with every customer interaction, and we dropped the ball here. We are reviewing your recent interactions with our agents and will follow up with the agents for a coaching session for any missed opportunities.

Our return policy is simple and worry-free: If you're not 100% unconditionally satisfied with your pet supplies, you can return them within 365 days of purchase. At our discretion, a refund may be issued without requiring a return.

We apologize for the inconvenience and confusion regarding your refund. I did some digging and was able to locate your order ending in *****. On April 1, 2025, we processed a refund in the amount of $36.66 for the order. Generally speaking, you will see the refund amount credited to the account associated with the payment method on file within 3 to 6 business days from the processing dates, however that timing may vary based on your banking institution.

We really appreciate your feedback and thank you for giving us the opportunity to help with this. If you have any questions, please don't hesitate to reach out to us. We're here 24/7 to lend a helping paw.

Warm regards,
**** *.
Customer Care Manager
**********************
Initial Complaint
Date:06/08/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Placed Order #********** on June 2, 2025. When order showed as delivered, the photo was not my door and I did not have a garbage in front of my unit. I conveyed this to Chewy and they proceeded to reship the package, which would have been fine had they asked me if it was ok to do so prior to shipping. I was in the process of moving to my new apartment a few hours away and by the time I saw their e-mails it was too late. I checked the tracking of the second order just now and it seems it was also misdelivered to the same incorrect address as the initial order.When I expressed disappointment to Chewy that they should have confirmed the shipping info and got my ok before reshipping, they responded extremely rudely and accusatory and saying that I need to return both packages for a refund. How can I return the packages if I never received them due to no fault of my own ???? That's such a ridiculous thing to say considering they knew the initial package was not successfully delivered. Chewy mentioned that my order needed fraud verification - but I successfully provided all of the requested information to prove that this was not fraud. That hasn't stopped Chewy from treating me like a criminal. I assumed that I needed to do the verification since it was my first Chewy order and it wasn't a super tiny order. In addition to this, I just realized that Chewy has been attempting to charge my card $375.44 at least 8x in the past few days. Why are they attempting to charge my card when I already had paid the initial order of $388.64. I have not authorized ANY charge in the amount of $375.44 yet Chewy continues to attempt to take it from my account without any explanation. This has been the most stressful situation and I have had to deal with it while simultaneously moving and unpacking. This is absolutely gross on Chewys part. I only placed an order because I had heard good things about the company from my friends & the autoship deals were very good bt in the end got nothing
Customer Answer
Date: 06/09/2025
I would like to update to include the screenshot of the message I just received from chewy (and my response). The customer relations supervisor I have been communicating with clearly has something out for me. Is this how Chewy lets their employees speak to their customers??? I showed my friends and they were all shocked at her rude response. Also, The GPS could be inaccurate considering theres multiple floors in each building, my items could have been delivered to a wrong unit in the correct building- but who knows because I cant even see the Unit number on the persons door. The Customer Service Supervisor has little critical thinking skills or else she would easily understand this. Also I chatted last night and was told I was refunded already (but i dont think i was)
Customer Answer
Date: 06/09/2025
I would like to update to include the screenshot of the message I just received from chewy (and my response). The customer relations supervisor I have been communicating with clearly has something out for me. Is this how Chewy lets their employees speak to their customers??? I showed my friends and they were all shocked at her rude response. Also, The GPS could be inaccurate considering theres multiple floors in each building, my items could have been delivered to a wrong unit in the correct building- but who knows because I cant even see the Unit number on the persons door. The Customer Service Supervisor has little critical thinking skills or else she would easily understand this. Also I chatted last night and was told I was refunded already (but i dont think i was)
Business Response
Date: 06/13/2025
Hi there Darcy,

Thank you again for taking the time to
speak with me yesterday. I’m truly sorry for your recent experiences and want to
assure you that your concerns are being taken seriously. We’re currently
reviewing your interactions with our team to better understand what went wrong
and will follow up with the appropriate teams to ensure its properly addressed.

What you experienced isn’t the level
of care we strive to provide, and we’re committed to making it right. As
discussed, a refund of $388.64 for order ending -1471 was processed today.
Generally speaking, you should see the amount returned to your original payment
method within 3 to 5 business days, though that timing may vary based on your
banking institution.

We genuinely appreciate your feedback
and your continued trust in Chewy. If there’s anything else we can do to help,
please don’t hesitate to reach out. We're here 24/7 to lend a helping paw.

Warm Regards,

DeAnna B.
Customer Care Manager
www.chewy.com
1-800-672-4399
Initial Complaint
Date:06/07/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In January or February of 2025, I received a mailing from Chewy with a 30% discount on Simparica, which is a very expensive heart worm, flea and tick medicine. When I tried to order it online, I could not, so I tried calling to order. The woman tried to help me, but said she could not get the order to go through with the discount either. I confirmed the coupon had not expired and she suggested I read the very fine print. After hanging up, I did that and read that there was a price limit that was significantly lower than the cost of the Simparica. (I believe this limit was $40, but I only have a picture of the front of the coupon. A 6 pill pack of Simparica for dogs ***** pounds is one of the items pictured on the coupon. However, Simparica is well over the price limit, so it should not be used in the advertising as this is false information. I received the same coupon with a later expiration date in the mail in March or early April and Simparica was still on the front of the mailer. Thank you.
Business Response
Date: 06/10/2025
Hi there *****,

I'm so sorry about your recent experience with the promotional offer. At Chewy, we strive to provide a positive experience with every customer interaction, and we dropped the ball here.
We understand how frustrating it must have been to receive a coupon featuring Simparica and then find out the product wasnt eligible due to a price limitation noted in the fine print. We sincerely apologize for the confusion and disappointment this caused.

As we discussed over the phone, we are reviewing your recent interactions with our agents and will follow up with the agents for a coaching session to address any missed opportunities. We also discussed the $95 Chewy eGift Card that was added to your account to help make up for the missed promotion and the poor customer service you received.

We really appreciate your feedback and thank you for giving us the opportunity to help with this. If you have any questions, please don't hesitate to reach out to us. We're here 24/7 to lend a helping paw.

Kind regards,?
?
Hidekel *************************** Manager
********************** Pharmacy
Customer Answer
Date: 06/10/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I was impressed that Chewy called me on a Sunday and within 24 hours of my filing the complaint with the BBB.

Sincerely,

***** *******
Initial Complaint
Date:06/06/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Repeated requests to delete my account and stop contacting me by mail and email have gone ignored. I want Chewy to close my account, delete my information, stop contacting me, stop sending me marketing material, and not to sell my info to other companies.
Business Response
Date: 06/11/2025
Hi *****,

I'm so sorry about your recent experience. At Chewy, we strive to provide a positive experience with every customer interaction, and we dropped the ball here. We are reviewing your recent interactions with our agents and will follow up with the agents for a coaching session for any missed opportunities.

I did some digging and can confirm that your information has been added to our unsubscribe lists for direct mail communications. While your request has been processed immediately, due to printing schedules, you may still receive **** mailings for up to 2 months. After that period, your address will be removed from all future marketing campaigns.
For security and privacy compliance reasons, we are unable to permanently delete an account on your behalf. However, you can permanently delete your Chewy account by following these steps:
1. Sign into your Chewy account
2. Scroll to the bottom of the page and click on Your Privacy Choices
3. Select Manage My Privacy Preferences
4. Click Continue to Delete and follow the prompts
Please note that once deleted, your account cannot be restored and a new account will need to be created to use Chewy services in the future. Doing this will also permanently delete your email from our systems, but if you would like to manually opt-out of email communications prior to deleting your account, you can do so by following these steps:
1. Sign into your Chewy account
2. Click on Account by your name in the upper right corner
3. From the Account, click on Settings
4. Under settings click on Notification Preferences
5. Click on the + next to the Email option to open Email preferences
6. Next the Recommendations and Deals option, toggle the switch on the right side to stop receiving emails. If the switch is gray, you will not receive any emails.
As a reminder, deleting your account will also automatically remove your email from our systems, and you will not receive further email communication from us.
Please note that email opt-outs may take up to 30 days to take full effect.
We really appreciate your feedback and thank you for giving us the opportunity to help with this. If you have any questions, please don't hesitate to reach out to us. We're here 24/7 to lend a helping paw.
Warm regards,
********* .W
Customer Care Manager ************************** **************
Initial Complaint
Date:06/05/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order of ***** cat food with Chewy on 4/23 and it was delivered on 4/24. I received the order immediately at my home and fed this to my cats (3) later that evening. Upon feeding, 1 of the cats vomited shortly afterwards. Thinking nothing of this significantly (cats sometimes vomit), I continued the next day to feed the cats regularly as we do twice per day. By later the second day more of the cats were vomiting. I fed the cats the food one more time, however by that 3rd evening all cats were vomiting multiple times per day, having diarrhea, and extremely ill. By 4/29 I had to take all of my cats to the vet due to vomiting and diarrhea both with blood in it. (I have pictures of this). The vet said this was due to the food (*****) which was certainly obvious. We take extremely good care of our cats with all vet visits and shots up to date. When we called Chewy they refunded our money for the food but not for the vet bills incurred by this incident. We spent almost $700 on vet bills not to mention our rugs and house that needed steam cleaning in various areas. Chewy said for us to submit information (bills, pics, food labels) and they would consider reimbursement but then called me and said no further compensation would be provided. I even offered to have them speak with our vet, but they did not care. I've been a Chewy customer for a long time and I'm surprised they are not taking responsibility for this tainted food which almost killed my 3 cats. I am seeking the vet bills to be paid or a credit for product or something so that I am not stuck paying for their poisonous cat food.
Business Response
Date: 06/12/2025

Hi *****,

I'm so sorry about your recent experience. At Chewy, we strive to provide a positive experience with every customer interaction, and we dropped the ball here.
Thank you for sharing your concerns regarding the pet food and the impact it had on your pets. I sincerely appreciate you providing those details. As a gesture of goodwill, I offered you a Chewy eGift Card,which you kindly accepted.
Additionally, we coordinated a three-way call with ***** to ensure your concerns were communicated directly to the manufacturer. During the call, we spoke with a representative from *****, who was professional and understanding. They have taken over the complaint and will be handling all future communication moving forward.
We really appreciate your feedback and thank you for giving us the opportunity to assist. If you have any additional questions or concerns, please dont hesitate to reach out. We're here 24/7 to lend a helping paw.

Warm regards,

****** *.
************* Manager
**********************
Customer Answer
Date: 06/12/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** ******
Initial Complaint
Date:06/05/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello, I am very disappointed with my overall experience. First it was such an annoying hassle my order was cancelled and reinstated over 3 times. I patiently assisted and waited each time. But now I have been waiting for my order to be delivered and no one came. I called the shipping company and was advised to wait a few days. Here I am out of money and no packages. I guess they delivered it somewhere else. It was my first and last time honestly ordering from chewy. I would like a refund for the products not delivered
Business Response
Date: 06/06/2025
Hello ********,

I'm so sorry about your recent order experience. At Chewy, we strive to provide a positive experience with every customer interaction, and we dropped the ball here.

I did some digging and was able to locate your order ending in *****. After conducting a thorough review and investigation, ***** has confirmed that the package was delivered to the correct address based on GPS coordinates and was marked as successfully delivered. Given the confirmation provided by the carrier, we are unable to issue a refund or process a replacement for this order.

We really appreciate your feedback and thank you for giving us the opportunity to help with this. If you have any questions, please don't hesitate to reach out to us. We're here 24/7 to lend a helping paw.

Warm regards,

******** G
Customer Care Manager
**********************

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Chewy, Inc. is BBB Accredited.