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

485 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:05/16/2025
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.
I placed an order for dog food among other items, delivery took longer than expected and when I opened the package, it was the complete wrong item and other items ordered still not arrived. I was sent canned wet dog food special diet. I was supposed to receive the honest kitchen, dehydrated chicken dog food. I contacted chewy support, and the customer service *** was not understanding when I ***eatedly told them the item received was never ordered and has never been ordered and was sent in error on THEIR end. I wanted her correct food sent to me asap and stated i would return the item THEY incorrectly sent, they told me when the item is received the correct food would be sent! Why would I need to wait even longer for them to mail the actual item I Ordered in the first place!! Chewy used to be great but lately has been getting worse. Adding pictures of what was mailed to me instead of the food i actually ordered. Chewy should have noted their error and sent me her correct food asap. My dog is sick suffering from a heart condition and seizures and the correct food is needed, now Ill have to go and find her food in a local store because she cant wait to have it. Talking to their customer service was ridiculously unhelpful.
Business Response
Date: 05/19/2025
Hey there ******,

Im so sorry for 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 was able to locate your order ending in *****. I can confirm that a replacement order was processed, ending in *****. While we were able to get that replacement on the way to you, I completely understand that this doesnt change the fact that you needed to purchase the correct food locally to ensure your pets needs were metespecially considering her health condition.
As a courtesy due to your experience, weve also processed a refund in the amount of $59.97 to your **** ending in *****. 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 date, however that timing may vary based on your banking institution.

We really appreciate your understanding 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
**************************
Initial Complaint
Date:05/13/2025
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 submitting a complaint against Chewy regarding an unresolved issue involving a damaged product I received and a lack of proper customer service response.Details of the Transaction Order Date: January 29, 2025 Expected Delivery Date: January 31, 2025 Product: Tidy Cats Glade Clear Springs Scented Clumping Cat Litter, 14-lb jug Amount Paid: $14.52 When I received the order, the item was damaged in transit and completely unusable. The container had either leaked or broken open, leaving me with no usable litter. I immediately contacted Chewy customer support to report the issue. They opened an investigation, but ultimately claimed no wrongdoing on their part and refused to issue a refund or replacement.Nature of the Dispute:I paid for a complete, functional product and expected Chewy to deliver it in usable condition. Their refusal to refund or replace a visibly damaged item is not in line with the level of service they advertise or have previously provided. This has left me without the product I paid for and with a negative customer experience over a relatively small but essential item.Resolution Requested:A full refund of $14.52 back to my original payment methods.I am disappointed that a company like Chewy, known for strong customer support, would handle this matter so poorly. If they cannot be trusted to resolve a basic product damage issue, I would be hesitant to rely on them for larger or more critical pet care orders.Thank you for reviewing my complaint and helping bring this matter to a resolution.
Business Response
Date: 05/16/2025
Hello ******,
I'm so sorry for the delivery issue you experienced. At Chewy, we strive to provide a positive experience with every customers interaction, and I appreciate the opportunity to help make this right.
As a one-time courtesy and to bring this matter to a close, weve processed a replacement for the Tidy Cats Glade Clear Springs Scented Clumping Cat Litter, 34-lb pail refill. Your replacement order has shipped and will be delivered to the ***** pickup location you selected:

***** Office Print and Ship Center
*******************************
*************************************
Tracking details will be sent to the email address on file within 24 to 48 hours.
We truly appreciate your time, patience, and the opportunity to resolve this. 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
**********************
Initial Complaint
Date:05/12/2025
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.
Paid for script for my dog, sent chewy script which they acknowledged they never sent product I phoned them and they want to charge more now.
Business Response
Date: 05/20/2025
Hi there ******,

I'm so sorry to hear 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 also reviewing your recent interactions with our agents and will follow up with the appropriate teams for a coaching session regarding any missed opportunities.

We did some digging and it appears that the amount in question came from a pending hold related to order ending in *****. That order was cancelled as of 05/12/2025, and you can expect to see the funds released back to your account shortly. Please note that the exact timing may vary based on your banking institution.
Additionally, I was able to confirm that order ending in ***** for Roxys Heartgard Plus Chew for Dogs, ***** lbs ****** Box), 6 Chews (6-month supply), was approved and successfully delivered on 05/16/2025.

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: 06/03/2025

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:05/12/2025
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.
May 4 - Ordered 60 Apoquel for $166May 6 - Order delivered to the wrong addressMay 6 I complained to *****May 7 ***** deemed the package lost and told me to ask Chewy for a replacementMay 7 I talked to Chewy **************** and was assured a new order would be delivered and it would be marked rushMay 7 Chewy notified me my package would arrive todayMay 7 No package deliveredMay 8 Chewy notified me my package would arrive todayMay 8 No package deliveredMay 9 Chewy notified me my package would arrive todayMay 9, 8:30 am -I called Chewy, spoke with ****. She said the order is awaiting approval by my veterinarian. **** said I changed from chewable to pill. That is not true, I asked for a replacement. She said to ask my vet for a 7 day supply.May 9, 2:30 pm **** called back and said my package was in my zip code and would be delivered today.May 9 Chewy notified me Were reviewing Bubbles prescription.May 9 - Chewy notified me my package would arrive todayMay 9 No package deliveredMay 10 I called Chewy again and was told If you lose your medication, the vet has to authorize it to be filled again. I explained that Chewy lost my medication. I spoke with supervisor ********, who said she would put me on hold and sort this out. I asked her to please call me back as I have spent enough time on hold for Chewy.May 10, 4:39pm - ******** called back and said my package would arrive by 8pm today. She said she spoke directly with ***** and was assured it would be delivered.May 10 No package deliveredMay 11 - I received a call from ******** to call her. As it was Mothers Day, I did not call back.May 11 - Chewy notified me my package would arrive todayMay 11 No package deliveredMay 12 I called and spoke with another supervisor. I requested a refund. I was informed that no refund would be delivered until the package was returned.
Business Response
Date: 05/22/2025
Hello *** and **** ******,
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 how important it is for Bubbles to receive their Apoquel on time, and Im so sorry for the delay and confusion regarding your original order. I did some digging and was able to locate your order ending in ***** placed on May 4, 2025. I can confirm that a full refund was processed back to your original payment method.

Additionally, I placed a new complimentary order (ending in *****) on May 20, 2025, for Apoquel 3.6mg tablets for Bubbles. According to ***** tracking, the order is scheduled to arrive on Thursday, May 22, 2025. Ill personally follow up once the tracking confirms delivery to ensure Bubbles successfully received the medication.

I also wanted to confirm that a $200 Chewy eGift Card remains available on your account and can be used toward any future purchases.

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,
******* *.
Pharmacist Lead
Chewy Pharmacy
Customer Answer
Date: 05/22/2025

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:05/11/2025
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.
Chewy.com issued a partial refund in the amount of $12.68 on April 27th for an item I purchased back in December, Pet Life Shearling Duggz Dog Shoes. I had paid $16.58 plus tax. The business claims they had already partially refunded me in the amount of $5 towards the boots back on January 5th. Im not sure what they refunded me for, but it wasnt for the boots. I didnt even bring up anything about the boots until last month, so why would they have partially refunded me for them?? There were other items attached to that order, not just the boots. So perhaps the $5 was for something else. Couldve also been because I was supposed to receive a credit towards that order and never did, so they manually applied a credit. Even the agent on the Chat session (attached to this complaint) said, I see that for this order, coupons were adjusted or added after the fact. She also said, You have gotten multiple refunds for this order in January. But then a supervisor chimes in and changes the story up a little and says, Looking at that order I see we processed a partial refund of $5 on those boots. So the agent says the partial refund was for the order, which means it couldve been for anything in that order.. But then the supervisor says it was particularly for the boots?? Hmmm.I want a refund for the other part of the cost of the boots I wasnt refunded for on April 27th immediately or I will file a complaint with Consumer Protection
Business Response
Date: 05/12/2025
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.

I did some digging and was able to locate your order ending in *****. I can confirm that a partial refund of $12.68 was issued previously. As a courtesy and because you are a valued customer, weve processed an additional refund in the amount of $3.90 to reflect the full difference between the original item total and the previous refund. Generally speaking, you will see the refund amount credited to the account associated with the payment method ending in 8290 within 3 to 5 business days, however that timing may vary based on your banking institution.

Please be advised that in the future orders will need to be returned before we are able to process any refund or 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 help however we can.
Warm regards,
********* .W
Customer Care Manager ************************** **************
Customer Answer
Date: 05/18/2025

Complaint: 23315059

By crediting the $3.90, a full refund is being issued. How is that a courtesy?? Cut me a break And, in the future..?? First of all, I had no problem at all returning the boots. Its not my fault a supervisor issued a refund without requiring the return first. Maybe chastise your employees/coworkers before talking to your customers like theyre the ones responsible for things that YOU people did. ????

Regards,

****** *****
Business Response
Date: 05/20/2025
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.

I did some digging and was able to confirm that the item you requested refunded has now been refunded in full. The cost of the item from your order ending in 9368 was $16.58. Of that total, $12.68 was refunded back to your original payment method on April 27th, 2025. Per your request, we processed a refund for the remaining $3.90 on May 12th so that you would be refunded the full amount of the item.

Per our policy and terms of service, please be advised that in the future orders will need to be returned before we are able to process any refund or 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 help however we can.
Warm regards,
********* .W
Customer Care Manager ************************** **************
Customer Answer
Date: 05/31/2025

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:05/06/2025
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 have been having many longstanding issues with Chewy, and no one seems to be able to resolve them. Things have gotten so bad that I have, on multiple occasions, been on the phone with them hysterically crying and begging them to please fix the issues. The issues started when I ordered food for my hedgehog that required vet approval. I had been ordering my dogs' food that requires vet approval through Chewy with no issues until then. For some reason, about 10+ supervisors later and about 25+ customer service representatives later, they could not understand and/or straighten it out in their system that my hedgehog goes to a different vet than my 2 dogs. As a result, they would repeatedly, and despite me calling ahead to stop any issues, send the request for a prescription for my dogs' food to my hedgehog's vet. They were unrelenting, despite claiming multiple times that they had fixed the issue. This resulted in numerous delays and/or altogether cancellations of needed food. Then, a second issue occurred. When I would finally receive my dogs' vet approved food (after losing my mind on the phone with Chewy and going around in circles, they would send the wrong food. My dogs cannot eat anything meat flavored, yet instead of sending the vegetarian flavor of their food, they would send the chicken flavor, which was unusable for me and would make my dogs very sick. For the 2 orders in question, I received the wrong food yet again and the other items in the order got leaked on and destroyed by damaged items. Both orders were either wrong or unusable. I called Chewy and explained the issue for the 100th time and told them to pick up the items and refund me my money. The items sat packaged and waiting for *** on my front stoop for 4 weeks, until my neighbors complained. Then I donated the items to a shelter since they would physically harm my dogs' sensitive stomachs. Chewy will not refund my money despite me telling them to pick up the incorrect/damaged items.
Business Response
Date: 05/15/2025
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 are reviewing your recent interactions with our agents and will follow up with the agents for a coaching session for any missed opportunities.

Thank you for taking the time to speak with us and for giving Chewy the opportunity to make things right. We truly appreciate the chance to better understand the challenges youve encountered with your veterinary diet food orders. We completely understand how concerning and frustrating it can be when there's a disruption in receiving essential food for your pets, and especially so when these issues happen repeatedly. At Chewy, we take our responsibility to support you and your furry family members very seriously, and were committed to identifying and addressing any obstacles that may prevent us from fulfilling that promise promptly and accurately.

Im incredibly sorry to hear about the distress this situation has caused, and we appreciate your patience as we worked through the complications.

After reviewing your account and looking into the orders ending in ***** and *****, I want to clarify that while refunds are typically handled on a case-by-case basisand there may be instances where items must be returnedthere are also situations where, at our discretion, a refund can be issued without requiring a return.

To that end, and due to your experience, weve processed a full refund for both orders ending in ***** and *****. Generally speaking, you should see the refunded amount credited to the account associated with your payment method within 3 to 6 business days, although the exact timing may vary depending 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:05/05/2025
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.
Hi, I am really unhappy with chewy service and after looking into it and asking friends I have been told its changed lately for the worse. I placed my order on 1st of may and it was automatically cancelled and I got an email saying we cancelled an order to protect your account. I went onto the live chat and was asked to verify my identity by clicking a link on my email to which I did. Was then told it would take up to 48 hours for it to process and then I would be able to place my order. I then tried 48 hours later and it didnt work it cancelled again, I went onto the live chat and was told the team didn't even review it yet after 2+ days. I paid using ****** pay and have been told from multiple friends and seen from communities online that chewy keeps cancelling orders paying with ****** pay. This is clearly an overprotection with security and even at that 4 days and a team not reviewing to let me place my order is crazy. I hope you can escalate this issue enough as it is a widespread issue when I've heard from way over 10 people that they had to move to shopping on ***** and other websites due to orders cancelled for no reason and slow customer support.
Business Response
Date: 05/13/2025
Dear *********,

Thank you for allowing us the opportunity to assist you with your account concerns. We truly appreciate your patience and understanding as we worked to resolve this matter. Here at Chewy we strive to provide top notch service with every interaction.

As part of our review, we identified multiple accounts associated with your contact information that had previously redeemed Chewys one-time, $20 New Customer Gift Card promotion. As this offer is limited to a single use per customer, the orders ending in *****, *****, and ***** were determined to be ineligible for this promotion. For more information on our account policies, please visit our Terms and Conditions page on Chewy.com: ****************************************************

As requested, we have deactivated the additional accounts associated with your information, leaving only the preferred account linked to the email address you specified. This will help ensure smoother processing for future orders.

Additionally, as discussed, we kindly ask that you place your next order by phone, as noted in our previous communications. Once your account establishes a consistent and successful order history, future orders should process without any issues.

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:05/05/2025
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.
On 5/2/25 I placed a order with Chewy.com for 2 items. (Dog play *************** The dog playpen said free 1-3 day shipping. I immediately received a message to ***l chewy which I did. The agent said it was to verify my email. Everything was verified. 2 days later 5/4/25 the item had not shipped as promised. I ***led again, the agent said she saw where everything was verified, no issues, she would have someone follow up. Day 3 the day it should be delivered, I *** again as ***** had reached out. I requested a supervisor. She said the reason it wasnt shipping is because I used a code on their website, that was also mailed to me. The code was Gift20 giving $20 off a $49 order. It did NOT state any exclusion for returning customers or for the items I ordered. I was able to place the order, use the code, and checkout with no issues. She stated the only way the order could be placed is to pay full price. I refused as my items where not an exclusion. This is false advertising and possibly fraud! Chewy is notorious for this behavior.
Business Response
Date: 05/08/2025
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 are reviewing your recent interactions with our agents and will follow up with the agents for a coaching session for any missed opportunities.

Thank you for taking the time to speak with me and for giving Chewy the opportunity to make things right. Im sorry it took multiple follow-ups to resolve your order ending in *****, even with the discount in place.

As a thank you for your continued loyaltyand to help make up for the inconvenienceIve added a $30 eGift Card to your account. We truly appreciate the chance to care for you and your furry family.

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,

**** B
Customer Care Manager
**********************
Initial Complaint
Date:05/03/2025
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.
I noticed that Chewy.com tried to charge me over $3000 even though I've never ordered any product from them. I called my bank and stopped the transactions, reported it as fraud, and ordered new cards. I then called Chewy.com and they informed me that they could not advise if they were the ones committing fraud or if it were another party. I asked for the shipping address of the items ordered and their response "Sorry, It is chewy.com's core mission to protect criminals of all sorts and we refuse to assist in their prosecution".
Business Response
Date: 05/05/2025
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.

What has likely occurred is that a bad actor obtained your payment information from a breach unrelated to Chewy. Sometimes this information can be used to place fraudulent orders online. If you are working with law enforcement on an investigation, we will be happy to cooperate. If a government official opens a case and provides a valid formal request (such as a subpoena or warrant), we will work with them to provide any relevant information we have, to the extent that we are in possession of it.

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 Service Manager
**************************
**************
Customer Answer
Date: 05/05/2025

Complaint: 23282404

I am rejecting this response because:
I am still waiting for the shipping address. Anything less is simply an endorsement of criminal behavior and demonstrates a lack of integrity. Either chewy is a criminal organization or its simply complicit. Either way, Ill work to share this story with everyone.

Sincerely,

****** ****
Business Response
Date: 05/05/2025
Hi there ******,
We understand your concern. However, to protect customer privacy and adhere to our security policies, we're unable to share the shipping address associated with the unauthorized order. The recipient may be an innocent third party and not directly involved in the fraudulent activity, so we must ensure their privacy is respected.

We recommend contacting your financial institution, or credit card company directly, as they can assist further with fraud investigation and recovery efforts. And as we previously mentioned, if you are working with law enforcement on an investigation, we will be happy to cooperate. If a government official opens a case and provides a valid formal request (such as a subpoena or warrant), we will work with them to provide any relevant information we have, to the extent that we are in possession of it.

Warm regards,

******* *.
Customer Service Manager
**********************
Customer Answer
Date: 05/05/2025

Complaint: 23282404

I am rejecting this response because: Chewy is saying they protect criminals but refuse to assist victims. They attempt to take money from me and then claim to protect consumers? Not enough. The American consumer is sick of companies like this either committing fraud and/or protecting the criminals who prey on us. If Chewy were ethical they would report all such cases to law enforcement instead of protecting criminals. This seems to suggest they are in on the take. They dont care how they get their money as long as they get it. Im not accepting nonsense responses as resolution. Shipping address or open up a fraud case with law enforcement. If/when I pursue action, it will be against Chewy itself for their complicit behavior in stealing from consumers. I bet an audit of their books would turn up some interesting facts.

Sincerely,

****** ****
Initial Complaint
Date:04/30/2025
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.
My sister had ordered me a bag of dog food 4/19/2025 and it has not arrived. She orders it from her account and has it shipped to my house because she lives downstate now and I still take care of her dog. That is the reason its done that way. Chewy is giving me ALL kinds of problems now all of a sudden because they did a deep dive into my address and said theres multiple accounts listed to my address and I said of course there will be because we are a multiple family household and my mom has an account for her dogs, my dad has an account for his dog and I have an account for mine. They are saying rules have been broken for only one account is allowed per home and Ive been using chewy since they started and never had a problem, I never seen that rule because when I signed up was over 9 years ago. Have spent hundreds of dollars there and every other time Ive had issues they reply right away and now they are not responding to me at all!! I just want the last bag of dog food that was paid for and then I will be taking future business to **** club. Id also like to add that the reason they are being like this is they said weve used promotions more then once. When my sister checked her bank account it did show a promotion had been used in which I told them she doesnt know how it got on there **** all she signed up for was monthly autoship. I told them that and they said why cant she bring you the dog food after its shipped to her., because she lives 300 miles away and the convenience of chewy is supposed to be having things shipped directly to you. Kinda the point of their whole website! Im disappointed the way they have decided to handle this, out of all the years of impeccable customer service until now. Sadly they will lose hundreds of dollars as with my whole house bought at least $250 a month from chewy. Again I just want the bag of dog food that was paid for!! ****** **** beef and peas 50 lb bag.
Business Response
Date: 05/05/2025
Hi *****,

I'm truly sorry to hear about your recent order experience. At Chewy, we are committed to delivering a positive and seamless experience with every customer interaction, and I regret that we fell short in this instance.
Thank you for bringing this to our attention and giving Chewy the opportunity to make it right. As a result of your outreach, we were able to successfully place order ending ***** and apply the available promotion, along with an additional discount. Additionally, to acknowledge the inconvenience, a $10.00 gift card has been added to your account.
We sincerely appreciate your feedbackit plays a vital role in helping us improve. If you have any further questions or need assistance, please dont hesitate to reach out. Were here for you 24/7 and always happy to help.
Warmest regards,
******* *.
Customer Care Manager

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Chewy, Inc. is BBB Accredited.