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.

  256 S. 143rd Ave. Suite B Goodyear, AZ 85338

• 

  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:10/14/2023

  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.

  Chewy did not reach out to me to resolve this I call them once again to ask for a refund with no luck please I really need help ...I will try to call the once again to get my refund 

  

  Business Response

  Date: 11/03/2023

  Hi there ***,

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

  I did some digging and was able to locate the orders referenced in your complaint. The ***** tracking confirms, with photo confirmation, that these orders were delivered.  We also opened an investigation with the shipper and they confirmed successful delivery for these orders.

  Due to these delivery confirmations, as a one-time courtesy, we processed a refund for your order ending in 8085,however, we are not able to issue refunds for the other orders. We understand that this may be a recurring delivery issue at your address we would also recommend that future orders placed through Chewy to be shipped to a secured ***** location, to ensure you are the only one able to access the delivery.  If you would like assistance setting that up,please give us a call at **************, and an agent would be happy to assist.
  
  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. 

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

  Custome Service manager

  Chewy

  Customer Answer

  Date: 12/08/2023

   
  Complaint: 20735557
  
  I am rejecting this response because:

   

  Chewy did not reach out to me to resolve this I call them once again to ask for a refund with no luck please I really need help ...I will try to call the once again to get my refund
  
  
  Sincerely,
  
  *****************

  Customer Answer

  Date: 12/11/2023

  I called chewy and once again they refused to give me a refund , please I just think that it is unfair to have to pay for something that I didn't get , 

   

  

  Business Response

  Date: 12/13/2023

  Hi there ***,

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

  Thank you for taking the time to speak with us. As we discussed, we reviewed your account, and the orders referenced in your complaint. The ***** tracking confirms, with photo confirmation, that these orders were delivered. We also opened an investigation with the shipper, and they confirmed delivery for these orders.

  Due to the delivery confirmations, as a one-time courtesy, we processed a refund for your order ending in *****, however, we are not able to issue refunds for the other orders. We understand that this may be a recurring delivery issue at your address we would also recommend that future orders placed through Chewy to be shipped to a secured ***** location, to ensure you are the only one able to access the delivery. If you would like assistance setting that up, please give us a call at **************, and an agent would be happy to assist. 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,
  
  Rio S
  Customer Service Management 
  **********************

  Customer Answer

  Date: 04/16/2024

   
  Complaint: 20735557
  
  refund was never received.
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 04/16/2024

  Our portal states the complaint was closed 12/23/23. There is no new message attached with the rejection. Can you please advise the recent message/rejection and if any action is needed on our part. 

  

  Business Response

  Date: 04/17/2024

  Hi there ***,
  
  I'm so sorry about your recent order experience. At Chewy, we strive to provide a positive experience with every customer interaction.
  
  As we discussed, we reviewed your account, and the orders referenced in your complaint. The ***** tracking confirms, with photo confirmation, that these orders were successfully delivered. We also opened an investigation with *****, and they also confirmed delivery of the orders.
  
  Due to the delivery confirmations, and as a one-time courtesy, we processed a refund for your order ending in *****; however, we are not able to issue refunds for the other orders. To clarify our previous response, we processed 3 refunds in total. The first two were processed on September 29, 2023, in the amounts of $105.31 and $142.11. The third refund was processed on November 1, 2023, in the amount of $13.20. The amounts refunded equal, $260.62. Generally speaking, you should have seen the refunded amounts credited to the account associated with the payment method on file used for the order within 3 to 5 business days, however that timing may vary based on your banking institution.

  Our system shows the refunds were completed, if you have not received the refunds, please call Chewy at **************, with your bank on the line, and request to speak with a supervisor to review the refund transactions. 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 Service Management
  **********************

  Customer Answer

  Date: 04/18/2024

  I tried to reach out to speak to them with no luck

  Customer Answer

  Date: 04/18/2024

  I tried to reach out to chewy but they still are not trying to work it out

  Customer Answer

  Date: 04/18/2024

   
  Complaint: 20735557
  
  I tried to reach out to chewy but they still are not trying to work it out
  Sincerely,
  
  *****************

  Customer Answer

  Date: 04/23/2024

  The order number that still remains to be credited or replacement is #********** totalling ****** on a discover credit card ending in 5688 exp 12/2027 I have tried to work this out and they credited on another order but not for this one yet...

  Customer Answer

  Date: 04/23/2024

  
  The order number that still remains to be credited or replacement is #********** totalling ****** on a discover credit card ending in 5688 exp 12/2027 I have tried to work this out and they credited on another order but not for this one yet...

  Customer Answer

  Date: 04/23/2024

  This is the order that is still waiting to be credited or refunded #********* totalling ****** back to a discover credit card ending in 5688 exp 12/27 the other order apart from this one has been worked out already

  Thank you

  

  Business Response

  Date: 04/23/2024

  Hi team, 

  We have responded to this person multiple times at this point, denying their refund request. We had already advised we cancelled the replacement (Order: **********) which they are claiming was lost by the shipper. In both tracking numbers, we obtained pictured proof of delivery

  Order: **********- TRCK 707007090500, TRCK 707599317338

  This person has a history of return fraud in our system. We have been tracking the fraud for quite some time, which is why we ended up denying out any replacements or refunds on this order, with our proof of delivery. Please Help us in closing this out, as we do not believe it warrants further replies based off of our last reply. We tried to format our reply so we don't come off as accusing this person of mail fraud, which is why we did not go into extreme details with the proof of delivery we received.

  If this does warrant further reply, we will be responding re-iterating that we will not be refunding or replacing for this order, or any others that have proof of delivery, in this matter.

  Thanks for your attention in this matter. 

   

  Thanks, 

   

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

  Senior Manager

  Chewy 

  

  Business Response

  Date: 04/29/2024

  Hi there,
  
  I'm so sorry about your recent order experience. At Chewy, we strive to provide a positive experience with every customer interaction. 
  
  As we discussed, we reviewed your account, and the orders referenced in your complaint. Order: **********, ***** tracking  [ ************ ] and [ ************ ] and Order: ********** ***** tracking [ ************ ] confirms, with photo confirmation, that these orders were successfully delivered to the address you selected at checkout. We also opened an investigation with *****, and they also confirmed delivery of the orders. We are unable to provide a refund or replacement due to these orders being delivered successfully.
  
  We understand that this may be a recurring delivery issue at your address we would also recommend that future orders placed through Chewy to be shipped to a secured ***** location, to ensure you are the only one able to access the delivery. If you would like assistance setting that up, please give us a call at **************, and an agent would be happy to assist.
  
  Kind regards,

  ******************
  Customer Service Management
  **********************

• Initial Complaint

  Date:10/08/2023

  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.

   
  Complaint: 20711997
  
  I am rejecting this response because:Im the customer stuck in the middle and they want me to do the leg work.  I refuse to do that.  They usually call the office to verify the prescription and ship it.  It was always like that for as long as I have been with chewy or any other pet medicine pharmacy. 
  
  Sincerely,
  
  ********************* finally gave up and hung up and was never called back. Extremely unprofessional and discourtesies. In any event safe to say I wont be doing business with them anymore. They now want the client to do their job. Absolutely ridiculous

  

  Business Response

  Date: 10/17/2023

  Hi ****,
  
  Were sorry about your recent order experience. At Chewy, we strive to provide a positive experience with every customer interaction.
  
  We have tried to contact you by the phone number and email address on record with no success. We apologize for your experience. Clinic partners can choose to submit prescription approvals to us by either phone, fax, email, online or mail in. The clinics currently associated with your account prefer customers to pick up a physical prescription and to mail it directly to Chewy Pharmacy.
  
  We try to honor our clinic partners' wishes on their approval method as much as possible. Veterinarian clinics do sometimes change their preferred approval method based on their business's needs. If we can assist you in placing a prescription order or contacting the clinic, please let us know. If you do need to mail a prescription to us, please mail it to:
  Attn: "Order # Here"
  **********************************************************************
  
  Because you are a valued customer, we'd be happy to offer you a 15% discount towards your next purchase from us. Please give us a call at ************** before placing your next order, and a supervisor will be happy to assist you with redeeming this offer.
  
  We 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.
  
  Regards,
  ***************************, Pharm D
  Pharmacist

• Initial Complaint

  Date:10/07/2023

  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.

   
  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,
  
  ***********************

  

  Business Response

  Date: 10/11/2023

  Hi ******,

  We sincerely apologize for the inconvenience you have faced regarding your recent order from Chewy. Your feedback is invaluable to us, and we deeply regret that your experience did not meet our usual standards of service.
  

  I did some digging and was able to locate your order ending in *****. Im so sorry the items in your order arrived damaged. We understand that when you, a valued customer, make a purchase from our site, you expect to receive your product in a timely manner and in great condition, ready for your pets to enjoy.

  As a courtesy, we processed replacement orders (ending ***** & *****) for the two bags of ********************* Nutrish Natural Chicken and Brown **** 3-pound bags, as well as the 28-pound box of cat litter. According to ***** tracking, the replacement orders were delivered on 10/9/2023.

  We apologize for the miscommunication regarding the account cancellation. Your Chewy.com account has been reinstated, and we are committed to providing you with improved service going forward.

  Please rest assured that we take this matter seriously and will take steps to prevent similar incidents in the future. We also apologize for the delay in our response to your initial emails.

  Once again, we apologize for the inconvenience you have faced, and we appreciate your patience and understanding as we work to resolve this matter. Your satisfaction is our top priority.

  If you have any further questions or concerns, please do not hesitate to contact us.

  Thank you for choosing Chewy.com. We look forward to regaining your trust and providing you with an improved shopping experience.
  

  Sincerely,
  

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

  www.chewy.com
  **************

• Initial Complaint

  Date:10/05/2023

  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.

  On 10/3/2003 I was researching the purchase of the Atoslide Elite Dog door with K9 tag - I did a ****** search and found it advertised for ****** at Chewy so I clicked the link which took me to their web site which still showed a price of ****** I added it to my cart and then logged in to my account. As soon as I logged into my account the price shot up to ******. So I called customer service who said they could not find it advertised for the lower amount so the best they could do is offer me 10% off. I told them that 10% does not even come close to to matching the advertised price ands asked for an email address to send the screen shots to proving that they Chewy did indeed advertise it for the ****** price.I sent an email to ********************************** and got nothing but form letters back with excuses as to why they were not going to honor their advertised price even when presented with proof of that price .. oh yea and the best part .. they kept putting c*** like this "Sending my best to Nemo! I hope that he is having a great day. " in their letters thinking that will somehow make me accept their deceit when in fact this false platitude does nothing but make customers angry as evidenced by its mention in several of the BBB complaints.

  

  Business Response

  Date: 10/18/2023

  Hello *****, 

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

  Thank you for speaking with me. I am happy we were able to find a solution for you. As discussed, as a courtesy, due to your experience, we processed a replacement order for the referenced product and applied a discount. ***** tracking indicates that your order was delivered. 

  We really appreciate your understanding and thank you for giving us the opportunity to help with this. Please feel free to reach out to us anytime if you have further questions or concerns. Were here 24/7 to lend a ***********.
  

  Warmest Regards,
  
  Rio S.
  Customer Service Manager
  **********************
  **************

• Initial Complaint

  Date:10/03/2023

  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.

   
  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,
  
  *******************************eeds to be made aware of this. ***** now has no medicine. She needs 40mg of Vetoryl daily. All I wanted from Chewy Pharmacy was to autoship Vetoryl 10 mg and Vetoryl 30mg on a consistent, monthly basis. It is so simple but couldn't be done. If you are backlogged then be honest with your customers. Don't lie and keep them hanging. It puts the lives of dogs in jeopardy.There needs to be immediate rectification of this matter. I need prescriptions overnighted at no cost. This is very serious.*******************************

  

  Business Response

  Date: 10/18/2023

  Hi *****,
  
  Were sorry about your recent order experience. At Chewy, we strive to provide a positive experience with every customer interaction.
  
  We are reviewing your recent interactions with our customer agents and will follow up with the agents for a coaching session for any missed opportunities. 
  
  Were tried to contact you by phone and the email address associated with your account on October 7th, 9th, and 13th. We have issued a full refund to you in the amount of $388.75 for your orders ending in *****, *****, *****, *****, and *****. 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. 
  
  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.
  
                Regards,
  
                ***************************, Pharm D
                Pharmacist

  Customer Answer

  Date: 10/19/2023

  I am unable to click on the link to leave a review.

• Initial Complaint

  Date:09/25/2023

  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.

  Purchased $630 worth of chewy gift card to use at this merchant. ******** claims they can not verify who I am so are refusing to allow me to use them. At this point they have effectively stolen $630 from me.

  

  Business Response

  Date: 10/12/2023

  Hi there ******,
  
  I'm so sorry about your recent order experience.
  
  I did some digging and was able to locate your account. Im so sorry that your order ending in ***** didnt process as quickly as anticipated. We have processed your order ending in *****. You should receive emails with the order details and tracking information.  You can review your remaining Gift Card balance by logging in to your Chewy account and selecting Gift Cards.

  We really appreciate your understanding and thank you for giving us the opportunity to help with this. Please feel free to reach out to us anytime if you have further questions or concerns. Were here 24/7 to lend a ***********.
  
  Kind regards,
  
  ******************
  **************** Management
  ********************** 

• Initial Complaint

  Date:09/23/2023

  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.

   
  Complaint: 20645764
  
  I am rejecting this response because:

  While I appreciate the refund, this was never about money. As a pharmacist myself I wanted a professional explanation why the filling process took so long. I was never provided a full explaination of this. I was told there was a processing issue in part due to the way I entered the order. Per this explanation, the consumer is responsible for the initial  prescription entry. As a pharmacist this is a ridiculous explanation. Any well trained technician or pharmacy intern should have caught that there were two orders for the same medication, one with a qty of 30 and one with a qty of 5, while the physical prescription was for a qty of 35. I am also curious why their system has ordering selections like a set qty of 30 for a medication that has a dosing range anywhere from 1 to 4 tablets daily and variable therapy durations depending on the infection being treated. Chewy should never have accepted a prescription for an antibiotic given their standard turn around times and lack of expedited shipping do not allow them to meet a clinically appropriate delivery timeline.
  
  Sincerely,
  
  *******************

  k order processing and shipping. The supervisor also said there is no such thing as priority with chewy and that 3 to 5 days is what we should have expected all along. The prescription did ship Friday 9/22 (at 9 PM) but with an estimated delivery date of 9/27, 5 days later. Apparently that 3 to 5 days the supervisor mentioned means 3 to 5 days for order processing and ANOTHER 3 to 5 days for shipping. Our poor dog now has to suffered for a whole extra week plus, not worth the $60 savings.

  

  Business Response

  Date: 10/03/2023

  Hi ******,
  
  We are sorry about your recent order experience. At Chewy, we strive to provide a positive experience with every customer interaction.
  
  Thank you for taking the time to speak with us on September 29,2023, and for giving Chewy the opportunity to make this right. As discussed during our call, we have processed a refund for your order ending in ***** on September 29. 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.
  
  Because you are a valued customer, wed like to extend an offer of 20% off towards a future purchase from Chewy. Please give us a call at ************** before placing your next order, and a supervisor will be happy to assist you with redeeming this offer.
  
  We really appreciated your feedback. If you have any questions,please dont hesitate to reach out, were here 24/7.
  
  Regards,
  
  ***************************, Pharm D
  Pharmacist

• Initial Complaint

  Date:09/23/2023

  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.

   
  Complaint: 20645563
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******************* once again I have spent the better part of the evening screaming at inexperienced customer service agents from ********************** that are sitting on their couch with their television in the background clearly. Nobody knows what I'm talking about this person who answered the complaint is atrocious and no one including supervisors know how to deal with movie. Nobody can get it through their thick heads that they owe me $65 that they did not deliver me the dog food that I used a gift card presented to me from my boss at work for my work performance and this abuse of customer needs to stop. I did not receive any box of dog food because chewy had my address wrong I have called chewy a total of 22 times. Spoke to seven supervisors who treated me poorly and were ignorant than ignorant. I am going to file charges with the attorney general's office in ******* if my $65 is not return to me. If I lived in ******* I would file a small claims action. Shame on this ugly company I will never use this company for my assistance dog and his food again. Again there is no sense calling anybody in customer service because I flat out got hung up on 45 minutes ago and one supervisor told me. We are not going to refund your money. We will see about that

  

  Business Response

  Date: 10/13/2023

  Hi there *****, 
   
  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.
  
  We have located several accounts with the information you have provided in your complaint. Please contact us at ************** so we can verify the account information, including the gift card information, and we can discuss your concerns further.
  
  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 ***********. 
  
  Warm **************************************************** Manager
  **************************
  **************