Complaints
This profile includes complaints for Chewy, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 481 total complaints in the last 3 years.
- 173 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/07/2023
Type: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.
Quit sending postal mail to all name variations for ******************************************************************************** to include "Current Resident".
Business Response
Date: 09/11/2023
Hi *****************,
Thank you for reaching out to us, and I appreciate your inquiry regarding our mail processing procedures and the request to be removed from our mailing list.
As of September 8, 2023, I have submitted a request for the address mentioned above to be removed from Chewys direct mail promotions.
While your address has been added to the do not mail list immediately, because our direct mail process operates on an advanced schedule, which is partially due to the lead time required for printing, you may receive additional mailers over the next two months. However,your address will be scrubbed out of future mailings thereafter.
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 ***********. If you have any further questions or require any assistance,please do not hesitate to reach out.
Best regards,
****************
Chewy
**************Initial Complaint
Date:09/06/2023
Type: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.
Business continues to spam my house with unwanted nuisance junk mail even after I called them and asked them stop. They lied and said there wasn't anything they could do about it due to the bulk nature of the mail and that I would have to go to my local post office (another lie). I went to my local post office and they said there was nothing THEY could do other than return it, which I had them do. There has to be some way to be blacklisted from getting this kind of junk, and the business needs to FIGURE IT OUT!!Business Response
Date: 09/11/2023
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.
As of September 8th, 2023, I have submitted a request for the address mentioned above to be removed from Chewys direct mail promotions.
While your address has been added to the do not mail list immediately, because our direct mail process operates on an advanced schedule, which is partially due to the lead time required for printing, you may receive additional mailers over the next two months. However, your address will be scrubbed out of future mailings thereafter.
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
**************************
**************Customer Answer
Date: 09/13/2023
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:09/01/2023
Type: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.
Order #**********,I placed this order on 09/01 in the morning and when I called about the order because I received a automated email to call Chewy I was accused of fruading chewy, yet Chewy pulls a card check on my debit card. I have called about this issue on a previous order and asked the manager I spoke with to remove the unused emails associated with my phone number and she said that it was being taken care of. Apparently not. Regardless every purchase I have made with chewy, chewy has always gotten paid so I should not be told that there is nothing that can be done when 2 of your representatives accuse me of fraud. If they actually looked at my orders they would see that I did not even use the promotion before they were accusing me of using it previously. Two other people live in the same house as me but they have their own accounts and payment methods. I have been purchasing from Chewy for years but according to your "manager" ****, you no longer want me as a customer. Also every one of your phone representatives I can barely hear because they are all working from home and have kids yelling in the background or dogs barking, one had chickens, Chewy has really went down hill. For a $130 order for just 3 boxes of canned cat food and a bag of dog chews you should really treat your customers with more respect.Customer Answer
Date: 09/05/2023
Please adjust my phone number to ************, apparently the bbb automated filler adds a 1 prior to the number, I have not been contacted by chewy so I assume this may be the issue.Business Response
Date: 09/13/2023
Hi there ******,
Im so sorry for your recent experience. Here at Chewy we strive to provide top notch service with every interaction. We will certainly review your most recent interactions and follow up with a coaching session for any missed opportunities.
As our agent mentioned when you called in, we located numerous accounts under your name that have already taken advantage of Chewys first time 35% Autoship discount. To that end, Chewy determined that the order ending ***** was not eligible for our 1st time Autoship discount. This discount is available for our pet parents as a one-time offer.
If you would like to reprocess the order without the referenced promotion, please give us a bark at ************** and well put our paws to work.
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 ***********.
Warmest ************************************************ Manager
**********************
**************Customer Answer
Date: 09/14/2023
Complaint: 20554266
I am rejecting this response because:This had nothing to do with a 35% off first time coupon. I don't know why someone from Chewy did not try to contact me directly, nor did you read the complaint.
This was for a $30 e-gift card if purchasing a $100 worth of eligible product. code: BOOP.
Regardless I was given an email with the completed purchase and agreed upon terms then Chewy refused to honor the coupon then ran the transaction with my card anyway. I contacted chewy and the first rep told me this would all be corrected then it was not.
Sincerely,
***********************Business Response
Date: 09/27/2023
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 taking the time to speak with me and for giving Chewy the opportunity to make this right. As we discussed, the gift card was removed from your order ending in ***** because the total dollar amount did not meet the ****** promotional Terms and Conditions. To that end, the gift card was removed prior to processing the order.
As a courtesy, and due to your experience, we added a $30 eGift Card to your account.
We appreciate your understanding and thank you for allowing us 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 ***********.
Warm regards,
************
Customer Service Management
**********************Initial Complaint
Date:09/01/2023
Type: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.
Question Reference # ******-049543 On August 20, 2023, I received an email with a coupon code as follows:"Use the following promo code at checkout to save 30% on the first $75 of your first order.ey8wmq92e"There are no exclusions listed in the email, so I attempted to place an order for some chews, a bed, and flea and tick prevention. When I went to check out, I could not apply the code provided to receive my 30% off. I emailed customer service and just keep getting word salad back-no resolution or explanation. I've asked to have my issue escalated and the response is to call the 800 number, with a bunch of "hug your little one for me" "send my love to your furbaby" but nothing to address the issue at hand.My cart stands at $178.99, so the discount they owe me is $53.70-not nothing. At this point, I want the whole order for free, to account for not only the trite responses from the customer service reps, but my time and their failure to honor the offer made. The only way these companies will learn to be honest and forthright in their dealings is to cost them money.Business Response
Date: 09/13/2023
Hi *********,
We are sorry about your recent order experience. At Chewy, we strive to provide a positive experience with every customer interaction.
We were able to review the promotional offer you tried to redeem. This offer was for 30% off the first $75 off of your first order. This offer is for first-time customers. Your account had placed its first order with us on November 4, 2017,with an order ending in-3159,therefore making you non- eligible for this promotion.
We appreciate your feedback and thank you for giving us the opportunity to help with this. If you have any questions, please dont hesitate to reach out us, were here 24/7.Warm ************************************************************ Manager
**************************
**************
Customer Answer
Date: 09/13/2023
Complaint: 20552642
I am rejecting this response because: The welcome email should never have been sent to my email address, if I had already placed an order previously.(In hindsight, that order was a "wish-list" order for rescue pups-not even for me, as I did not have any pets at that time. It also shouldn't have taken me to file a formal complaint with the BBB to find out WHY the order couldn't be placed, instead of the sickening sweet platitudes to "hug my furbaby" etc. that I received.
Sincerely,
*****************************Initial Complaint
Date:08/31/2023
Type: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 reported the same issues to Chewy **************** for over 2 years and nothing is ever done to improve service. I purchase large quantities of dog food and supplies and each time the cans of food are damaged and the order is always late to arrive. ***** is not a *************************** and I have been told by customer service more than once that they intend to change carriers but nothing is ever done. The customer service staff is not helpful, they are often rude, dismissive and condescending and they keep me on hold for a long time each time I call. I have asked for the **************** phone number and they either tell me there isn't one or they give me a bogus number. There is never a resolution to any issue. I have been a loyal customer for several years but customer service and quality is so bad that I cannot continue as things stand. I have tried to resolve this with Chewy but they are not interested is quality customer service. I see how many complaints have been filed and it appears my concerns are very similar to countless others. My recent order placed on 8/28 totaled over $1600.00. I have spent thousands of dollars over the course of several years.Business Response
Date: 09/11/2023
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.
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. We can assure you that our warehouse staff and shipping partners are constantly working to improve shipping and delivery to our pet parents, and we can further assure you that Chewy takes care in packaging your items in a manner that minimizes the risk that you receive damaged products, and that is in alignment with our shipping partners packing weight requirements.
I was able to locate your most recent orders ending in ***** and ***** both placed on August 28,2023. I can also confirm via ***** tracking that your orders were delivered on September 1, 2023. As a courtesy, and due to the confusion/delay, I processed a partial refund in the amount of $200 for the order ending **** on September 1, 2023. You will see the refund amount credited to the account associated with the payment method on file within 3 to 5 business days after the date it was processed, however, that timing may vary based on your banking institution.
We really appreciate your feedback and thank you for giving us the opportunity to help with this. If you have any questions, please don't hesitate to reach out to us. We're here 24/7 to lend a helping paw.
Warm **************************************************** Manager
**************************
**************Customer Answer
Date: 09/12/2023
Complaint: 20551044
I am rejecting this response because: I asked repeatedly for the number for the **************** at Chewy and Chewy refused to provide this. I have reported shipping issues and poor quality food to Chewy for more than 2 years and nothing has improved and nothing has ever been done. A token $200 credit for the poor customer service, poor quality food products, and continued poor shipping by ***** is not sufficient. If you review other complaints from others, Chewy responds in the same way using the same language. I guess they cut and paste. I am prepared to return every item purchased and purchase the same products from a company who sincerely cares about their customers and their pets!! Unless this is resolved to my satisfaction, I will not do business with Chewy again and all of the customers I have referred to Chewy will know not to do business with Chewy. Chewy has untrained **************** personnel and I have wasted hours expressing concern to Chewy for years and not one thing has improved. This speaks volumes to me!!
Sincerely,
***************************Customer Answer
Date: 09/13/2023
I will never use BBB again!! You do nothing for a customer and always close the complaint based on the business's response. You do nothing for the customer and this was all a waste of my time!!!Customer Answer
Date: 09/13/2023
I responded yesterday! Considering I just received a response from the business yesterday, how could I have responding any sooner?????Customer Answer
Date: 09/13/2023
This is my response that I sent yesterday. It is in the file as being received so it is obviously a problem on your end, not mine!!!
Complaint: 20551044
I am rejecting this response because: I asked repeatedly for the number for the **************** at Chewy and Chewy refused to provide this. I have reported shipping issues and poor quality food to Chewy for more than 2 years and nothing has improved and nothing has ever been done. A token $200 credit for the poor customer service, poor quality food products, and continued poor shipping by ***** is not sufficient. If you review other complaints from others, Chewy responds in the same way using the same language. I guess they cut and paste. I am prepared to return every item purchased and purchase the same products from a company who sincerely cares about their customers and their pets!! Unless this is resolved to my satisfaction, I will not do business with Chewy again and all of the customers I have referred to Chewy will know not to do business with Chewy. Chewy has untrained **************** personnel and I have wasted hours expressing concern to Chewy for years and not one thing has improved. This speaks volumes to me!!Business Response
Date: 09/19/2023
Hi there ******,
We appreciate your feedback, and we will certainly review your most recent interactions and follow up with a coaching session for any potential missed opportunities.
If you would like to speak with a supervisor, feel free to contact us at ************** and ask for a supervisor or managerand they will be happy to further discuss your concerns.
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
**************************
**************Customer Answer
Date: 09/20/2023
I do not plan to ever reach out to the BBB again. This is not the first time I have been dissastisfied with your ability to help a consumer. I do not see any merit to using the BBB as you have yet to show me that you provide any service at all in facilitating a fair resolution to issues.
Customer Answer
Date: 09/20/2023
You sent me an email stating that this has been closed on the very same day and within 1 minute of telling me the matter is closed. I do not intend to ever use the BBB again because I see no merit in what you do at all!!!!!!!Initial Complaint
Date:08/28/2023
Type: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.
Order #********** Placed On: Jul 25, 2023 Order $175.99 Simparica Trio Chewable Tablet for Dogs, 22.1-44.0 lbs, (Teal Box), 6 Chewable Tablets (6-mos. supply)We have 3-year-old dog who has always been reluctant to eat. Its more intense at the beginning of the month. Under veterinary and nutritionist guidance we investigated allergies, gastrointestinal disorders, environmental factors, tried various prescription ********** with no luck. We are now making his food from scratch. The rescue started him on simparico trio and, without evaluating it, we continued giving it to him. After ordering his next batch on Chewy via website, we realized that we never considered the side effects of this meditation. So after the order we researched and found several issues that if we had known, we would have chosen long time ago not to give this to him. I could list all of the side effects here but I know Chewy is familiar with this as they have received lots of complaints about it but continue to sell it anyway. *** website & ************************************************************ After discovering it, I called the next day saying that I wanted to return it. They said all sales are final after the product ships. Are you kidding me?! Also, when I called, they said that they would try to reroute the shipment, but it was delivered anyway. We've been out all summer and came home to find the package here. It's never been opened. I would like to return my unopened shipment for a full refund. I am so disappointed with your company. I can't believe that Chewy would sell customers this type of product. Chewy is selling insecticide for pets and owners like me think we can trust you. I realize now that you can't be trusted. We aren't going to be bullied just because Chewy can't stand up to drug companies who are selling these ridiculous treatments. I want my money back.Business Response
Date: 09/03/2023
Hi *****,
Were sorry about your recent order experience. At Chewy, we strive to provide a positive experience with every customer interaction.
We have tried contacting you on August 29th and August 30th. We have processed a full refund in the amount of $186.99 on your order ending in ***** on August 30th. Generally speaking, you should see seen 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 additionally sent you an email to your email address on file and provided a return mailing label to return the product. You may either return the unopen product to us or dispose the medication per your state and local guidelines.
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,
Jordan Craft, Pharm D
PharmacistCustomer Answer
Date: 09/05/2023
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:08/27/2023
Type: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.
Deceptive advertising at Chewy.com website They are constantly playing a game of bait and switch with discounts/promo codes/gift cards being offered to buying customers. It looks good on the website but it is pure illusion, smoke and mirrors. I spend well over $100 every month with Chewy and I get tricked into trying to use their promos/ discounts offers for gift cards, only to find our they have multiple strings attached to the process in order to use it. I get to the "Check-out" and "place order" to find out the advertised offers do not work without buying more product than explained .. Certain items ( bundled) offer a $30.00 gift card if you spend $100 or more with certain items providing the qualification. The site does not openly and clearly explain that the entire $100 has to consist of all bundled" and multi layered strings for promo items. It appears to me this is a deceptive game they are playin fully intended to mislead customers.I spoke with customer service a few times before only to get the canned explanation and nothing is ever done to be clearly honest with the so called "Promo" for customers.I'm hoping you can assist.Business Response
Date: 09/08/2023
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.
I am sorry for the confusion regarding our promotional offers. The specific terms and conditions of the referenced promotion (including eligibility requirements and exclusions) were included in the promotional materials and on Chewy.com (subject to Chewys Terms of Use, Promotional Offers Terms, and Gift Card Terms & Conditions). And items qualifying for the promotion had a green banner mentioning the promotion.
I did some digging and I understand that your order ending in ***** did not include $100 worth of eligible items, and so it did not qualify for the promotion.
As a courtesy, and due to your recent experience, we refunded $30.00 off your last purchase from us on August 29, 2023. Generally speaking, you should have seen 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 to lend a helping paw.
Warm regards,
******************
Customer Service Manager
**********************Initial Complaint
Date:08/17/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a monthly medication for my pet. Not only did they not deliver it or notify that they did not deliver but when I called to ask about it, they laughed it off as suspected of being fraudulent and said they would call me in a few days to verify I was who I said I was. I've been a paying customer for years. They have yet to email or call. My pet still does not have medication.Customer Answer
Date: 08/18/2023
Could you please remove this complaint. It has been successfully resolved. Thanks.Initial Complaint
Date:08/17/2023
Type: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.
Made an account and placed an order through chewy for the first time. Did autoship and got a great discount, and they offered a discount for me being a first time customer. Ummm no ... Negative ... 4 days later I'm wondering why my order hasn't arrived yet. So I contact chewy. They apologize and explain that there was a fraud protection for my security, the system flagged the account because my parents have an account with **********************. All I had to do was verify my information and my parents card number and all was well. They were so sorry for the inconvenience and non communication that they would offer me a discount for my next order and that this order would ship in the morning.They should've sent me an email but no harm no foul it was a system mistake. Ummmm no ... Negative Next day I get an email from a person at chewy saying that my order could not be processed because of the promo codes on my order. My dad called and was told basically because my parents had ordered from chewy before and that disqualifies me as being a new customer. That we should all use a family account. My parents have also used autoship before so that disqualifies me from being a first time autoshipment. Lol worst pet store experience of my life. Somebody looked at my account and seen that my parents and my brother had used chewy before (which is who recommended chewy to me) and decided I didn't qualify as a new customer. Oh and they reserve the right to cancel any order at any time without notification or reason. Thats the policy. Lol I don't understand why they offered me coupons on my first order that I was going to order without the coupons anyway ... to then use multiple different excuses about my security and then coupons not to fill that order and make my life difficult. I was going to use Chewy before I knew about the coupons because my parents recommended them. Now my whole family is changing to Pet Smart or Tractor Supply. Oh and they lied about the future discount go figure. ??Business Response
Date: 08/30/2023
Hello ***,
Thank you for reaching out to us regarding your recent experience with Chewy. We sincerely apologize for the inconvenience and frustration you have faced regarding your order and for any confusion caused by the different explanations you received. It seems there was a misunderstanding regarding the eligibility criteria for the new customer discount and the auto-ship promotion.
As the Chewy customer service agent mentioned when you chatted in regarding this issue, we located several accounts linked to your name, address and/or payment method that have already redeemed the first time Autoship promotion. As such, it was determined that your order ending ***** was not eligible and did not qualify under the terms of the promotion. This discount is available for our pet parents as a one-time offer.
If you would like to reprocess the order without the referenced promotion, please give us a bark at ************** and well put our paws to work.
We also note that while your order ending in ***** was not eligible for the first time Autoship promotion, there may be other promotional offers that do apply to your account and/or a future order whether or not your account and/or order qualifies will be based on the specific terms of the promotion, which are stated in the promotional offer.
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 Management
**********************Initial Complaint
Date:08/15/2023
Type: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.
One of my dogs prescribed medication for congestive heart failure was missing 20 tablets!Business Response
Date: 08/29/2023
Hi ***,
Were sorry about your recent order experience. At Chewy, we strive to provide a positive experience with every customer interaction.
We are sorry we missed speaking with you. We tried contacting you on August 22nd and August 25th. We were able to do some digging and located your order ending in *****, we have processed a refund for the missing 20 tablets to your account associated with the payment method used for the order. Generally you should see the refunded amount within 3 to 5 business days, however that timing may vary based on your banking institution.
Because you are a valued customer, we'd be happy to offer you a 15% discount on 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 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
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