Complaints

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

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  Chewy, Inc.

  7700 W Sunrise Blvd Plantation, FL 33322-4113

  
• 

  Chewy, Inc

  600 New Commerce Blvd Ste R Hanover Township, PA 18706-1403

• 

  Chewy, Inc

  2815 Watterson Trl Louisville, KY 40299-3868

• 

  Chewy, Inc.

  3251 Hollywood Blvd Hollywood, FL 33021-6942

  
• 

  Chewy, Inc

  40 Dauphin Dr Mechanicsburg, PA 17050-8521

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:06/05/2025

  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
  **********************
  

• Initial Complaint

  Date:06/04/2025

  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.

  On 5/27/25, I received a $20 off coupon from Chewy via direct mail to my home address. I went to their website to order two 25-lb bags of Mazuri tortoise food. During checkout, the website offered a "Subscribe and Save" option that automatically applied a discount of $18.53. I then entered my $20 off coupon code from the mailed flyer, which was accepted without issue. The order processed successfully, and my total was $36.99.Later, I received an email from Chewy stating that my order could not be shipped and that I needed to contact customer service. When I did, I was told that Chewy would not honor either the mailed coupon or the automatically applied "Subscribe and Save" promotiondespite both being offered directly by the company through its own channels (mail and website).This is highly misleading and deceptive. Chewy advertised these promotions, accepted them during the checkout process, and confirmed my order. Only after the fact did they refuse to fulfill it, which constitutes false advertising and a bait-and-switch tactic.Desired Outcome:I am requesting that Chewy honor the original order as placed and processedtwo 25-lb bags of Mazuri tortoise food for the total of $36.99as advertised and accepted at checkout. Alternatively, I would accept a store credit of equal value ($38.53) to use on a future order. I also request that Chewy clarify and correct any promotional practices that lead customers to believe discounts will be honored, only to revoke them after purchase.

  

  Business Response

  Date: 06/05/2025

  Hi There Verde!

  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 did some digging and located multiple accounts associated with the information you provided. As such, it was determined that your order was not eligible for the referenced promotion. Many of our promotional offers, including new customer and Autoship discounts, are intended for one-time use per household. When multiple accounts are found to be linked by shared details such as name, address, or payment method, our system may automatically flag those orders as ineligible.

  While we certainly value your long-time loyalty, our promotional policy is designed to ensure fairness for all pet parents and is applied consistently. However, I understand how frustrating it must be to receive a promotion that isnt working as expected. Id be happy to offer an alternative solution. Please give us a call at ************** to further assist. We can also help ensure that active accounts at your address are aligned to avoid disruptions in the future.
  
  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,
  ******** M
  Customer Care Manager
  **********************

  Customer Answer

  Date: 06/09/2025

   
  Complaint: 23420031
  
  I am rejecting this response because: i do not think much of an effort was made to fix their mistake. They can email me at *********************** if they want to discuss things further and make things right. 
  
  Sincerely,
  
  Verde *********

  

  Business Response

  Date: 06/10/2025

  Hi there Verde,
  

  Thank you for reaching out, and Im truly sorry to hear about your recent experience. At Chewy, were committed to delivering a positive experience with every interaction, and its clear we fell short this time.
  

  As we mentioned in our prior response, we did some digging and located multiple accounts associated with the information you provided that have already taken advantage of the promotion. As such, it was determined that your order and/or account was not eligible for the referenced promotional offer. Many of our discounts, including our first-time Autoship or new customer offers, are limited to one per household and are intended for first-time pet parents ordering with Chewy.
  

  When our system identifies multiple accounts tied to the same household, payment method, or shipping address, it may automatically flag those promotions as ineligible in accordance with the promotions terms and conditions. For more details, you can refer to Chewys Promotional Offers Terms & Conditions here: ***********************************************************************
  
  Lastly, we would be happy to assist you with deactivating any duplicate or inactive accounts to ensure a smoother experience moving forward. Please give us a call at **************, and a supervisor will be glad to assist.
  We really appreciate your feedback and thank you for giving us the opportunity to help with this. If you have any further questions or concerns, please dont hesitate to reach out. We're here 24/7 to lend a helping paw.
  

  Warmest Regards,
  

  ****** M

  Customer Care Manager

  **********************

  Customer Answer

  Date: 06/16/2025

   
  Complaint: 23420031
  
  I am rejecting this response because: this business sends coupons directly to my house advertising discounts. If your system knows what households have made purchases and these coupons are only good for first time purchases why are you spamming my home with coupons. Also, while checking out there was no other option for the subscribe and save discount. You automatically applied it to my order! Again if your system knows what homes have already made a purchase, why do you force the customer to use the coupon only to take it away after the order has been made? It appears very deceptive as if chewy is hoping that customers will believe they are getting a good deal and then the customers willjust settle with paying an extra amount when chewy removes all of the discounts they originally gave or forced upon the customer. I understand that the goal of a business but this should be done in an honest fashion and should not be this deceptive. I was hoping that by contacting the BBB this could be worked out but it does not appear that way. I will wait 1 week for a response and then I will proceed with filing complaints with my state attorney General and the ***. Again, if you need to contact me to discuss further my email is ************************ I do not have great phone service at home and can't take calls during work hours so best way to contact me is through email. Thanks.
  
  Sincerely,
  
  Verde *********

• Initial Complaint

  Date:06/01/2025

  Type:Customer Service 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.

  placed an order ********** on 5/27/25 for one box of a 6 month supply of dog meds for my 2 dogs. its was approved by our vet for a 2 month supply for each of our dogs within that 6 months. upon receiving said order, the box is for the 6 month supply however there are only 3 tabs inside. we had an error on the first order we placed and my vet accidentally declined the meds so we had to place a second order. I was already behind and frustrated when the order came short so we went directly to our vets office on saturday 5.31 in order to purchase a FULL 6 month supply for our dogs. the meds are very important especially where we live Ticks are very prevalent and we spend a lot of time outdoors. so since now I am out double for one item I chatted in on 6/1 to chewy to request approval to send back the 3 inch received in order to get my refund from chewy. ive told now by 2 associates that the total ****** is outside of their approval limit and now I have to wait until later this week to be contacted in one form or another to see if the approval will be made. this is something that should not be made in error when its meds but I understand human error or even a packing/distribution error. it happens, but the additional leg work to fix or rectify that needs to be done the consumer part for the merchant or otherwise error is unfair.

  

  Business Response

  Date: 06/04/2025

  Hi there *****,
  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 did some digging and were able to locate you order ending *****. Im sorry we didnt meet your expectations with your recent order, and we apologize for the inconvenience caused by the manufacturers packaging error. As we discussed, weve processed a full refund for your order on June 2, 2025. Generally speaking, you should see the refunded amount credited to the account associated with the payment method used for the order within 3 to 5 business days, however that timing may vary based on your banking institution.
  

  As a courtesy, and because you are a valued customer, weve also added a 20% off discount to your account for use on a future Chewy purchase. Just give us a call prior to placing your next Pharmacy order so we can activate the discount for you.
  

  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,

  ***** *.

  Chewy **************************** Manager

  Customer Answer

  Date: 06/04/2025

   
  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:05/27/2025

  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.

  On May 20th 2025 I received an email from Chewy pet supply online store that an autoship package of food was being readied to send. This is normal since I used their service for cat food. I did not need the whole order they were preparing so I cancelled the order on the 20th. I had to buy some food at the grocery store for myself and my card was declined. Bewildered at this I checked my bank account to find ********************** has one hundred and sixty two dollars and eight cents($162.08) held. As of today May 24th 2025 they are still keeping a hold on that money. I have had to use credit cards to purchase needed food for myself. They have left me no usable funds. This all done because I cancelled an order. How a business gets to do this to an American citizen is preposterous. After managing this weekend without my needed cash I will have no reserves for an emergency because of them. This is not right..

  

  Business Response

  Date: 06/03/2025

  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.
  
  At Chewy, we only charge your account when your order is shipped. However, when you first place an order, our payment system requests a payment authorization from your bank or credit card issuer, which places a temporary hold on your account for the estimated total amount of the order. This authorization is not a final charge but does immediately impact your available balance in accordance with your banks or credit card providers policies.
  
  When your order was canceled on May 20, 2025, the authorization hold for $162.08 should have been released shortly thereafter. However, the timing for the release is determined entirely by your banking institution. Some banks may take up to 30 days to remove authorization holds from your account.
  
  Additional details on our payment process can be found on the Frequently Asked Questions (FAQs) page of Chewy.com under the section labeled Payments (**************************************************).
  
  We really appreciate your feedback and thank you for giving us the opportunity to help with this. If you have any further questions, please don't hesitate to reach out to us. We're here 24/7 to lend a helping paw.
  
  
  Sincerely,
  
  ****** *.
  Customer Care Manager
  **********************

• Initial Complaint

  Date:05/26/2025

  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.

  After placing multiple orders through Chewy the app and having them go to different addresses, or not even attempting to be delivered by Fed Ex I called to complain I was met with bad energy from the word go. I demanded my money back and to have it credited back to my debit card, instead a few weeks later I received a letter in the mail telling me that my account has been deactivated and I would receive a check in the mail that I have yet to receive and thats been several months now. So when I call its apparent they my cell blocked because the call never goes through just a fast busy signal. I called PetSmart because my dog eats a certain kind of food and no one local carries it. I explained to the ******** employee what happened they are happy to have my business and just for kicks they called Chewy and transferred me and once I gave them my name and email I was immediately hung up on! I want my money but have no way to contact them and when I have tried alternate numbers I just get hung up on when they find out my information. They have also contacted my veterinarian and bad mother to their office as well!

  

  Business Response

  Date: 05/27/2025

  Hi there *****,
  
  As previously discussed, Chewy issued a refund check on April 17, 2025. According to ***** tracking, the check was delivered to your address on April 18, 2025. Our records also confirm that the check was signed for and cashed by you on that same date.

  Warm Regards,

  ***** *.

  Chewy Pharmacy

  Customer Care Manager

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23379836
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 05/27/2025

  Hi there *****,

  Please refer to our prior responses to your complaints.

  Thank you.

  Warm Regards,

  ***** *.

  Chewy **************************** Manager

   

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23379836
  
  I am rejecting this response because:
  I have never received any letter from Chewy except the one that alerted me to the fact they deleted my customer account. I surely have not signed for any letter nor have I cashed any check. Im not real sure what they are talking about it seems thats their problem just like the fact ordering heart worm pills that were sent to different addresses than mine or the fact when I would order dog food it would ALWAYS arrive with the bag being busted! Seems Cheey always blames someone other than who is actually at fault, them!
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 06/02/2025

  Hey there,

  I sent an email over to **** @ BB requesting more info on what acceptable proof would be.

  Thanks! 

  

  Business Response

  Date: 06/02/2025

  Hi there, 

  Please see attached proof of check that was sent, and proof it was authorized to be cashed/deposited. 

   

   

  Thanks, 

   

  ***** D

• Initial Complaint

  Date:05/23/2025

  Type:Sales and Advertising 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 have no accounts with **********************, and I have no pets, and yet I saw 5 different charges on Monday. I disputed and cancelled the card immediately. But even before my new card arrived, Chewy.com charged me again. And I had to dispute those charges again today, get a new card, and call the bank's customer service to make sure ********************** cannot charge me on this new new card.

  

  Business Response

  Date: 05/27/2025

  Hi there Y Li,

  I'm so sorry about your recent experience.

   I am so sorry this has occurred. Wed be happy to assist you with this issue; however, we did some digging and were unable to locate a Chewy account using the information provided. Please give us a call at ************** and a supervisor will be happy to further assist.

   What has likely occurred is that a bad actor obtained your information from a breach of another website, unrelated to Chewy. Bad actors sometimes use these stolen credentials to log into other websites.

   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,
  

   ***** *.
  Customer Care Manager
  Chewy

• Initial Complaint

  Date:05/22/2025

  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.

  Ive contacted chewy about an order I did not receive. I showed them that my property does not match the delivery photo provided. I contacted the carrier and they said the sender gave them the wrong address or there was an error in the information transfer I contacted chewy and they said they cant refund me my items.

  

  Business Response

  Date: 05/27/2025

  Dear *****, 
  
  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 most recent order ending in *****. According to ***** tracking, along with photo confirmation from previous successful deliveries, the package was delivered to the address on file. Additionally, we identified multiple accounts associated with your information. Based on our internal review, there have been multiple reported missing deliveries across these accounts. Due to this pattern, were unable to process a replacement or refund for this order.
  
  If youd like to continue to order from Chewy, and to help ensure successful future deliveries, we recommend a secure pickup location, such as a ************************ or other authorized ***** pickup center.
  
  If you need further clarification, please give us a call at **************, and a supervisor will be happy to assist you.
  
  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
  **********************
  

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23365600
  
  I am rejecting this response because: if you say that there is multiple accounts with my information this means your company must of sold my information and now there are multiple users. This is not my fault and I should not be penalized for this. I still will press charges until I get a refund for my missing order and for selling my information .
  
  Sincerely,
  
  ***** E ********

• Initial Complaint

  Date:05/19/2025

  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 May 8, 2025 Order #********** Package was left outside somewhere? Never received!Placed May 11, 2025 Order #********** Replacement Package was packed improperly by Chewy. Food was sticking out of box (would not give to my Parrot in that condition)Placed May 14, 2025 Order #********** Replacement bag had unreadable smeared Expiration date/Lot #Cannot feed this to my Parrot in this condition. If there was a recall on this product, I would not have the information needed due to being unreadable.All I wanted was to get a replacement for this bag of Sunseed Vita Prima Safflower Formula Parrot Food, 4-lb bag I am willing to return this bag, but I need the replacement first, as my Parrot needs the food.I included the photo of the unreadable bag and also, the order where the food was sticking out of the package due to Chewy's negligence in their shipping ************** cannot expect a customer to feed their bird a bag of food that has missing information like the expiration date and Lot#Chewy refuses to do this. I spent over 2 hours on Live Chat. I did nothing wrong at all.

  

  Business Response

  Date: 05/21/2025

  Hi Virginia,
  
  I'm truly sorry to hear about the trouble you experienced with your recent order. At Chewy, were committed to delivering exceptional service, and in this case, we missed the mark.
  
  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 after reviewing your order, I can confirm that a supervisor has already been in touch and a replacement for order ending in ***** has been processed. Please allow 13 business days for it to arrive.
  
  We sincerely apologize for the inconvenience this has caused. Your experience has been addressed internally to ensure we do better moving forward.
  
  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,
  

  ****** *.

  Customer Care Manager

  **********************

  
  

• Initial Complaint

  Date:05/18/2025

  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.

  Trying to have an item added to a pending return request from the same order but Chewy Chat supervisor making it difficult. Chewy had recently sent out a label for ZippyPaws Zippy ****** Ramen Bowl Dog Plush Toy and **** ******** by Outward Hound Treat Tumble Puzzle Game Dog Toy, and I am trying to add Outward Hound Hide A Squirrel Squeaky Puzzle Plush Dog Toy to the same return for Incorrect item received. Im assuming I can use the same label, but I probably need the additional return request noted in the business system in order for a refund to be issued for the additional item

  

  Business Response

  Date: 06/18/2025

  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 are reviewing your recent interactions with our agents and will follow up with the agents for a coaching session for any missed opportunities.

  We did some digging and were able to confirm that, at this time, were unable to add an additional item to the existing return label without opening a new return that includes all three of the items you wish to return. We apologize for the inconvenience. If youd like to proceed with a new return, wed be happy to email or send you a new return label for all three items.

  Alternatively, we can open a second return for the Outward Hound Hide A Squirrel Squeaky Puzzle Plush Dog Toy and provide a separate return label. Wed also be happy to send you an additional box and can schedule a ***** return pickup if thats more convenient for you.

  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 help however we can.

  Warm regards,
  ********* *.

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

  Customer Answer

  Date: 06/23/2025

  Please just cancel out the current return label and send a new one as mentioned, but please mail the new label as I dont have a printer.  And yes, please schedule a ***** return pickup, also as mentioned.  Please be sure to note in your system for the item specified that Im returning it because its different from what I ordered.  That way no one says they wont refund my money because they didnt receive the correct item.

   
  

• Initial Complaint

  Date:05/17/2025

  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 am due a refund from Chewys and they first told me it was sent out, from *******, and I would receive it within 2 weeks. I contacted them after two weeks and they told me there was a misunderstanding and it would take 3-5 weeks. I told them there was no misunderstanding as they said IN WRITING that I would receive it within 2 weeks. I also said that 3-5 weeks to get a check from ******* to ** is absolutely absurd and asked them to explain why it would take that long and was told that is how long it takes. I also asked them for tracking information but they said they could not provide that. I asked them for proof the check had actually been mailed out but they could not provide that either. It has been over 3 weeks now and I need those funds and should have received them by now. **************** nice things, like give your pet a hug for us, your precious pet, etc., but when it comes to money matters they make up the most ridiculous and totally absurd excuses. I would like them to send me another check immediately, overnight, and cancel the one they say they sent me.

  

  Business Response

  Date: 05/20/2025

  Hi there ****,
  
  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.
  
  Our policy for mailed checks is that they can take anywhere from 3 to 5 weeks to process and ship, and they are sent via ****. I completely understand how frustrating it must be to have expected your refund within a shorter timeframeespecially after being told in writing that it would arrive within two weeks. I sincerely apologize for the miscommunication, and we are currently reviewing your recent interactions with our agents to ensure any missed opportunities are addressed through coaching.
  
  While we are unable to provide tracking details for mailed refund checks or confirm proof of mailing at this time, I understand how important these funds are to you and how concerning this delay has been. If you do not receive the check by the end of the 5-week window, we can explore additional steps, including issuing a replacement.
  
  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,

  ******* ****
  Customer Care Manager
  ********************** Pharmacy

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23344593
  
  I am rejecting this response because: THIS IS THE SAME BS I HAVE GOTTEN FROM CHEWYS FOR WEEKS AND DOES NOTHING TO RESOLVE THIS SITUATION!  NOTHING THESE DAYS SHOULD TAKE 3-5 WEEKS TO GET TO A CUSTOMER, AND I WOULD LIKE YOU TO EXPLAIN WHY YOU THINK THIS IS A REASONABLE AMOUNT OF TIME, WHEN IT IS A RIDIUCLOUS AMOUNT OF TIME.  YOU SAY YOU ARE DOING EVERYTHING YOU CAN TO MAKE SURE I RECEIVE MY REFUND, YET YOU HAVE NOT DONE ONE THING AND KEEP FABRICATING THESE ABSURD EXCUSES.

  Please explain why you refuse to overnight me my refund check and cancel the one you say was sent to me over 3 weeks ago.  Why do you think making me wait 5 weeks and then you will try to do something, costing me more time, is acceptable and a way to treat customers?  YOU WOULD NOT ACCEPT 3-5 WEEKS IF IT WERE YOUR MONEY, SO WHY WOULD YOU DO THIS TO A CUSTOMER?  

  Your customer service is the worst I have seen in a long time and the fact you even refuse to do what is necessary for someone to get their check e when they file a BBB complaint, is an example of your complete lack of consideration of your customers.  Why don't you do something to get the customers checks back in a more timely manner?  I dont know if it is even legal for you to keep a customers money that long

  Sincerely,
  
  **** *******

  

  Business Response

  Date: 05/25/2025

  Hi there ****,

  I did some digging and was able to locate your order ending in *****. I can confirm that we attempted to process a refund in the amount of $46.57 for the incomplete dose of Mirataz (*********** transdermal ointment) for Cats, 5-g tube. Unfortunately, the refund to your card was unsuccessful due to a technical issue. Because of that, a check was mailed to the shipping address on file via USPS.
  
  As we mentioned previously, our policy for mailed checks is that they can take anywhere from 3 to 5 weeks to process and ship, and they are sent via ****. If you do not receive the check by the end of the 5-week window, we can explore additional steps, including issuing a replacement.
  
  If you have any questions, or do not receive the check after the 5-week window closes, please don't hesitate to reach out to us.
  
  Kind regards,

  Hidekel P.
  Customer Care Manager
  ********************** Pharmacy

  Customer Answer

  Date: 05/25/2025

   
  Complaint: 23344593
  
  I am rejecting this response because:  This is the same BS you keep repeating over and over without doing a thing to make sure I receive my money in a reasonable amount of time and resolve this situation, instead of making BBB and me waste our time with your empty words and actions.

  EVERYBODY-INCUDING ***** as I checked with them-AND YOUR OWN PERSON WHO TOLD ME IT WOULD ONLY TAKE 2 WEEKS-KNOWS FULL WELL THAT IT DOES NOT TAKE 3-5 WEEKS TO GET A CHECK FROM ******* TO *************!!!!  BUT YOU KEEP FLAT OUT LYING EVERY TIME YOU SAY IT TAKES 3-5 WEEKS, WITH TOTAL DISREGARD FOR MY MONEY THAT YOU KNOW FULL WELL I SHOULD HAVE HAD A WEEK AGO!!!  And it is appalling that you think 3-4 weeks is reasonable, as, if it were you, you wouldn't want your money to take 3-5 weeks to get to you.  BUT FOR SOME REASON YOU COULD NOT CARE LESS ABOUT YOUR CUSTOMERS GETTING THEIR MONEY BACK IN A REASONABLE AMOUT OF TIME.  

  I would think you would be embarrassed to tell a customer it takes 3-5 weeks to get their check, which is quite disturbing.  And, if you know it is taking 3-5 weeks to get a check to a customer, why aren't you doing anything to find another way to mail the checks.

  If my check has actually been mailed out, you would be able to provide me with a copy of the date the check was mailed out, but know you cannot as it was not mailed out when you said it was, or hasn't even been mailed out yet.

  The reason I opted for a check was that my bank has issued me a new cc number since this order was made, and you would not credit it to my new cc card, so mailing me a check was my only option.  AND YOU TOLD ME IT WOULD ONLY TAKE 2 WEEKS!!

   

  IF YOU WERE A COMPANY THAT REALLY CARED ABOUT YOUR CUSTOMERS, YOU WOULD HAVE HAD MY MONEY BACK TO ME BY NOW.  YOU ACKNOWLEDGED YOUR PERSON TOLD ME IN WRITING THAT I WOULD HAVE MY CHECK WITHIN 2 WEEKS, AND ANY HONORABLE COMPANY WOULD HAVE PUT A STOP ON THAT CHECK IMMEDIATELY AND SENT ME OUT ANOTHER CHECK OVERNIGHT!!!  But, instead you refuse to do that, with no explanation, and come up with one excuse after another to NOT send me my check so I receive it ASAP, and not do one thing to resolve this matter immediately!!!   You keep repeating what you say and ignoring what I am saying and doing nothing to get my check to me ASA

   

  ANSD THEN YOU HAVE THE ABSOLUTE GALL TO TELL ME THAT IF I DID NOT RECEIVE THE CHECK IN 5 WEEKS, YOU CAN EXPLORE ADDITONAL STEPS...WHAT THE HECK ARE YOU TALKING ABOUT???  YOU KNOW EXACTLY WHAT YOU NEEED TO DO IF I DO NOT RECEIVE MY CHECK IN 5 WEEKS-YOUNEED TO IMMEDIATELY SEND ME OUT ANOTEHR CHECK OVERNIGHT!!!!   I CANT BELIEVE THE NONSENSE YOU PEOPLE KEEP COMING UP WITH TO STALL YOUR CUSTOMERS GETTING THEIR MONEY BACK IN A TIMELY MANNER...IT IS EGREGIOUS AND DISGRACEFUL!!!!

  IF YOU CANT OVERNIGHT MY CHECK TO ME NOW, REFER THIS TO YOUR SUPERVISOR OR SOMEONE WHO CAN ACTULLY HANDLE A SITUAITON LIKE THIS.  I TRULY DONT UNDERSTAND HOW YOU CAN SAY YOU ARE A CUSTOMER CARE MANAGER, AS YOU HAVE NOT DONE ONE THING TO REOLVE THIS MATTER AND HAVE COME UP WITH ONE ASININE (NOT A SWEAR WORD BUT THE ONE THAT BEST DEPICTS YOUR WORDS) EXCUSE AFTER ANOTHER TO AVOID DOING WHAT YOU NEED TO DO TO GET MY CHECK TO ME IMMEDIATELY!!!

  You said you would issue a replacement after 5 weeks....SO WHY NOT ISSUE MY REPLACEMENT NOW????  AND THEN HOW ARE YOU GOING TO SEND THE REPLACEMENT>>>MAKE ME WAIT ANOTHER 5 WEEKS???

  I believe you are retaliating against me for not taking your credit in lieu of sending me my check.  

  YOU TOLD ME MY CHECK HAD BEEN MAILED OUT 4/23...over 4 weeks ago, and you know there is very little chance of me receiving it at this point,  as you probably did not send it on 4/23, IF AT ALL.  SO, PROVE THAT YOU ACTUALLY SENT IT ON 4/23 OR OVERNIGHT ME MY CHECK THE DAY YOU RECIEVE THIS, IF WHAT YOU HAVE BEEN SAYING IS THE TRUTH.  IF YOU CANT OVERNIGHT ME MY CHECK BY TUESDAY, 5/27, THEN GIVE THIS TO A PERSON WHO CAN.

  I PLAN ON FILING A COMPLAINT WITH THE ATTORNEY GENERAL, AS IT IS OBVIOUS YOU PEOPLE HAVE NO QUALMS TO FLAT OUT LIE AND TAKE ADVANTAGE OF CUSTOMERS WHOSE MONEY YOU DONT WANT TO GIVE BACK, AND NO ONE SHOULD BE TELLING A CUSTOMER THAT IT TAKES 3-5 WEEKS TO GET THEIR MONEY BACK=ESPECIALLY WHEN YOU TOLD THEM INITIALLY IT WOULD TAKE 2 WEEKS,  AS THAT 3-5 WEEKS  IS A FLAT OUT LIE, ACCORDING TO USPS.

  Why would you make me wait another few days to issue me a new check, when you can do it now?

  Or, I gave you my new cc number, which you can add it to.  If you need anything that can be done in a day to prove to you that is my new card number, tell me what you need.

  YOU NEED TO STOP PLAYING WITH OTHER PEOPLE'S MONEY AND WITH CUSTOMERS WHO SPEND THIER HARD EARNED MONEY WITH YOU.

  SINCE YOU OBVIOULSY DO NOT TAKE A COMPLAINT WITH BBB AS SERIOUS, AND THINK NOTHING OF LYING AND DOING NOTHING TO RESOLVE THE  MATTER ASAP,  IF I DONT HAVE MY MONEY BY 5/28/25 (2 days before the 5 weeks), I AM SENDING THIS INFORMATIONA AND FILING COMPLAINTS WITH OTHER AGENCIES WHO DEAL WITH DISHONEST COMPANIES LIKE CHEWYS.

  I WANT TO SEE WHAT ABSURD, DISHONEST  EXCUSE YOU COME UP WITH  NOW!!

  
  Sincerely,
  
  **** *******

  Customer Answer

  Date: 05/25/2025

  I cannot keep going through this nonsense with you to get my money back....it is taking too much out of me.  YOU OBVIOUSLY COULD NOT CARE LESS!!!

  If you do not reply by tomorrow, 5/26, and let me know I will have my funds, $46.57, as you noted in your previous message, no later than Wednesday, 5/28, and email me a copy of the overnight delivery on Tuesday 5/27, I am going to file a complaint with ***** *****, your CEO, along with copies of this BB complaint showing your refusal to do a thing to get this resolved properly, and with the ************************** as no customer should be treated in this manner.  4 1/2 WEEKS IN ENOUGH!!!

  I NEED TO GET THIS RESOLVED PROPERLY IMMEDIATELY!!!  IF YOU DONT WANT TO MAIL ME ANOTHER CHECK OVERNIGHT, THEN YOU CAN DEPSOIT IT INTO MY NEW CC ACCOUNT.

  

  Business Response

  Date: 05/28/2025

  Hi there ****,
  
  As we mentioned previously, I did some digging and was able to locate your order ending in *****. I can confirm that we attempted to process a refund in the amount of $46.57 for the incomplete dose of Mirataz (*********** transdermal ointment) for Cats, 5-g tube. Unfortunately, the refund to your card was unsuccessful due to a technical issue. Because of that, a check was mailed to the shipping address on file via ***** ) Our policy for mailed checks is that they can take anywhere from 3 to 5 weeks to process and ship, and they are sent via *****
  
  Since the check was not received within the 5-week timeframe, we canceled the original one sent via **** and issued a replacement. The new check is being sent via ****** and you can track it using the following number: 881566472665.
  
  If you have any further questions, please don't hesitate to reach out to us.
  
  Kind regards,

  
  Hidekel P.
  Customer Care Manager
  ********************** Pharmacy

  

  Business Response

  Date: 05/28/2025

  Hi there ****,
  
  As we mentioned previously, I did some digging and was able to locate your order ending in *****. I can confirm that we attempted to process a refund in the amount of $46.57 for the incomplete dose of Mirataz (*********** transdermal ointment) for Cats, 5-g tube. Unfortunately, the refund to your card was unsuccessful due to a technical issue. Because of that, a check was mailed to the shipping address on file via ***** ) Our policy for mailed checks is that they can take anywhere from 3 to 5 weeks to process and ship, and they are sent via *****
  
  Since the check was not received within the 5-week timeframe, we canceled the original one sent via **** and issued a replacement. The new check is being sent via ****** and you can track it using the following number: 881566472665.
  
  If you have any further questions, please don't hesitate to reach out to us.
  
  Kind regards,

  
  Hidekel P.
  Customer Care Manager
  ********************** Pharmacy