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

481 total complaints in the last 3 years.
173 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:08/09/2023
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.
My dog has kidney disease. My vet had me purchase the following 3 x 12 cans science diet kidney $161.97 plus tax 2 x 24 cans royal canin kidney $225.12 plus tax Mess cleanup $22.00 I contacted Chewy because my dog refused to eat it. They offered to send boxes and labels and would have it picked up. The carrier left the boxes in a storm and it left pieces of paper all over my driveway and yard. They said they would have it cleaned up and would send new boxes with labels and would have it all taken care of. I told them I was going on vacation for two weeks with my son and his family and since Im disabled, Id leave have my son leave the canned cases outside of my gate before we departed. My grandson came to mow my lawn the following week and the food was picked up, but the mess was still there. He gave the neighbors kid $22 to pick it up (an hours worth of work). I keep contacting Chewy for my refund and they arent sending it!! Im disabled and live on a budget!! I had to buy dry kidney food for my dog and dr. ******* and shes eating that!! I need my money back that I we promised!! This is very shady and Ive been buying from them since they opened!! Im sure *** spent over $10,000!! Its so sad that this company has gone down hill!! I also recently sent back meds because they were sent not in their original package; as they always have been before. No problem with that return!! I have no food and no money!! I want my money!!3 x 12 cans science diet kidney $161.97 plus tax 2 x 24 cans royal canin $225.12 plus tax Mess cleanup $22.00
Business Response
Date: 08/17/2023
Hello ***,

Were sorry about your recent experience. At Chewy, we strive to provide a positive experience with every customer interaction. We will certainly review your most recent interactions with our customer service representatives and follow up with the agents for any missed opportunities.

We apologize for the inconvenience regarding your refund. I did some digging and was able to locate your order ending in -8556. On August 9,2023, we processed a partial refund in the amount of $119.71. Generally speaking, you will see the refund amount credited to the account associated with the payment method on file within 3 to 5 business days from the processing dates, 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 ***********.

Warmest regards,
Rio S.
Customer Service Manager
**************************
**************
Customer Answer
Date: 08/17/2023

Complaint: 20446997

I am rejecting this response because:

They owe me over $300 more!! Where is the rest of my refund? They took my food and dont refund me? Who does this?? They said they would refund me, so thats why I sent it back!! Scamming people isnt cool!! When will I receive the rest of my refund??

Sincerely,

*****************
Business Response
Date: 09/05/2023
Hi ***,

At Chewy, we strive to provide a positive experience with every customer interaction. We are happy to reiterate that on August 9th, we issued you a full refund of $119.71 for the Royal Canin Renal Support that was returned to our warehouse. We have reimbursed for you the unopened product that was received and returned to our facility. If you feel this reimbursement is not correct, please contact us with the ***** tracking number so we may try to verify what was received by our warehouse.

As a courtesy, given ***** is a third party vendor for our return, we have processed a $22 yard clean fee to the payment method associated with your account. 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.

If you have any questions, please don't hesitate to reach out to us. We're here 24/7 to lend a ***********.

Warm regards,

Rio S.
Customer Service Manager
**********************

Customer Answer
Date: 09/07/2023

Complaint: 20446997

I am rejecting this response because:

I had TWO 24 count cases of royal canin kidney and THREE 12 count cases of science diet k/d food all returned by your carrier of choice!! This was made as clear as possible!! You still owe me for the other royal 24 count of the ** and the THREE 12 count is K/D!!
Sincerely,

*****************
Business Response
Date: 09/14/2023
Hi ***,

As previously responded, we had issued a refund in the amount of $119.71 to your payment method on file on August 9, 2023. We additionally processed a yard clean up fee courtesy payment to you on September 5, 2023, in the amount of $22.

We have confirmed with our warehouse that neither of your returns were received by our facility, furthermore the tracking number of the provided ***** label ending in ***** shows no historical tracking information aside from the label being created on July 14, 2023.

If you have additional documentation from ***** confirming the packages were picked up, please reach out to us. Were here 24/7 to lend a ***********.
Warmest regards,

Rio S.
Customer Service Manager
**************************
**************
Customer Answer
Date: 09/14/2023

Complaint: 20446997

I am rejecting this response because:

YOU picked up the cases while we were on vacation, as they were left outside the gate, per our agreement!! I wont be shopping with Chewy any longer!! All of the canned food purchased from you people is ALWAYS badly dented cans, which arent fed in my home!! I was more than 1/2 or every case I buy!! DONE!! You NEVER sent me labels, so those numbers mean nothing for to me!! Ill share my horrible experience with social media
Sincerely,

*****************
Initial Complaint
Date:08/08/2023
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.
On july 31, 2023 I placed an order ( **********) for 2 bags of cat food and paid with a chewy gift card. The total for the cat food was $52.04. They claim 1-3 day delivery but it was not shipping out so I contacted them about it and they claimed to have pushed it through but instead they did another order using an old Mastercard I have on file which thank god is not a debit card but a gift card or i would have been charged twice. I then canceled the order thinking maybe i could try and reorder it in case it may have somehow got stuck in processing, but after I canceled the money has not been returned on my chewy gift card. I contacted them about it and they claim its there, but not letting me use it and they are working to fix it, but i still have not received my money back on my chewy giftcard.
Business Response
Date: 08/22/2023
Hi there ******,

I'm so sorry about your recent order experience. At Chewy, we strive to provide a positive experience with every customer interaction, and we dropped the ball here.
I did some digging and was able to locate your order ending in *****. Since the order was canceled prior to shipping, a final charge was not processed for the order and on August 9th, 2023, the Gift Card balance was restored to your account in the amount of $52.04. I can also confirm that the order ending *****, was cancelled prior to shipping and so there was no final charge processed for the order.

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 ***********.

Warm ***************************************************** Manager

**********************
Customer Answer
Date: 08/23/2023

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:08/08/2023
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.
Every time I skip an order it is sent anyway and of course they are taking money from my account. It has happened so many times I am ready to shop at ******** After I specifically skipped an order they sent an email thanking me for my order. I even called to cancel. They said they would cancel. I got another email a couple of hours later thanking me for my order. I went to the bank, and yeah, the thieves took my money!!!!
Business Response
Date: 08/22/2023
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.

I did some digging and was able to locate your most recent Autoship order (order ending in *****). We understand that the order was canceled prior to shipping, and so a final charge should not have been processed for the order and any pending hold/payment authorization should have been released thereafterthe timing of the release depends on your banking institution.
In order to update an Autoship subscription,log in to your Chewy account, go to Manage Autoship and click on the specific Autoship you would like to update. Once youre on the Autoship subscription page, youll see various options to manage the Autoship (i.e., to change the shipment frequency,to skip the next scheduled shipment, to receive your shipment early, to add/remove items from your Autoship, or cancel the Autoship, etc.). Additionally, well send you a reminder email 3 days before your next scheduled orderthat email includes information on your order, including a link to manage your Autoship and make any changes, and also provides the last date youre able to make changes before your order is processed, finalized, and shipped.
Additional details and information on Autoship can be found on the Frequently Asked Questions (FAQs) page of Chewy.com under the section labeled Autoship.
As a courtesy, due to your recent experience, Id like to offer $50 towards your next purchase from us. Please give us a call at ************** before placing your order, and a supervisor will be happy to assist you with redeeming this offer.
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 helping paw. why here24/7 to lend a helping paw.
Best,
******************
Customer Service Manager
**********************
Initial Complaint
Date:08/07/2023
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.
I have been ordering from chewy for years but when I would have an issue and not get a response with an account I would just make another well several accounts later and it was finally working on one account which I continued to use a couple times and had successful orders then recently I made an order and had an email sent stating I needed to call them so I did and they had me answer verification questions and then told me that someone would remove the flag on 24 hours and the order would be shipped well next day I get a cancellation email I called to inquire and was told because of the many accounts it had flagged but that they had removed the flag and I could order again I needed that order then not in another week so I ended up having to go with petsmart. Fast forward again make another order gets flagged call and the rep tells me again due to the volume of accounts its flagged so she went through with me and deactivated the ones no longer in use and the order was shipped fast forward again I just made another order today aug 7 I get an email saying the promo code I used for 10% had been used before even though they sent it as a courtesy for being out of one of my items. I call and get a really rude lady who go states I still show multiple accounts! I tell her I spoke with a rep who was supposed to deactivate all but the ********************** one and she said well they are still showing up the. Tells me that its a catch all email and the promo code may have been sent to me prior on another account and used then. She offered for me to speak with a supervisor but Im tired of having to calm every time I make an order its ridiculous chewy used to have the best customer service now its c*** and the rep ******* seemed aggravated that I was complaining about the promo code she was rude and not helpful. I want someone to make it so I can make an order without having to call everytime otherwise Ill just go through petsmart where I dont have this issue
Business Response
Date: 08/21/2023
Hi ******,

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.

When our monitoring systems detect potential suspicious activity related to your Chewy account, we proactively block your account to prevent any further activity. This is done to protect your Chewy account from fraud or unauthorized usethis also sometimes requires additional verifications. As our agent mentioned when you chatted in, we located several accounts under your name and phone number, and so we needed to verify additional information related to your account.

I did some digging and was able to locate the order ending in ***** that was placed on August 7, 2023, and as a courtesy, we applied the 10% discount to the order. I can confirm this order, per ***** tracking, was delivered on August 12, 2023.

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:08/02/2023
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.
My cat is still very sick with the exspired cat food that I got from you guys that I threw in the trash the exspired date was June 20 2023 & I been ordering from you guys for years if you look at my order history I'm not happy at all my cat has been throwing up for 4 *********** been running a fever & has **************** still throwing up the food same color too I got a refund but I'm still not happy cause my cat is very sick & we took her to the vt on Saturday & that **** was ****** & we can afford to take her back to the vt but even the vt said she got food poisoning I will never order from you guys again I normally check dates when I pick up items at the store myself but I trusted you *********** your responsibility when customers place orders for delivery to check dates so unhappy now I got to go to the pet store to get some over the counter medicine cause she's still sick & she is dehydrated cause she's afraid to eat or drink. Just better hope nothing happens to her ==================== image File Attachment ==================== 20230731_080253.jpg, ******* bytes, discarded: maximum attachment size exceeded ==================== image File Attachment ==================== 20230731_080238.jpg, ******* bytes, discarded: maximum attachment size exceeded Chewy ************** Our experts are available 24/7 App StoreGoogle Play [---002:001431:08542---]
Customer Answer
Date: 08/02/2023
The Buisness Chewy contacted me & they are sending my cat some gifts & giving g me a ****** on my account & some food that will help my cat with her sickness & stomache issues & they apologize & I told them I am Willing to settle it this way cause my cat is still sick but we are hoping she gets better. I Told the Lady ***********; from Chewy qs long as nothing happens to my cat to settle it this way & that I will removed my complaint with you guys. So please remove my complaint we settled for right now depending if something happens to my cat I will contact you back Thank You
Initial Complaint
Date:08/01/2023
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.
Order #********** I am filing a complaint on Chewy and requesting a refund for my order Order #********** for 3 bags of ****** and chewys food pattys that arrived with cockroaches crawlng in the box..Order #********** I am requesting refund back to my credit card for the 3 bags of ****** and chewys.. ***** made the mistake of putting this box inside a locker on the floor in a outdoor area and becuase of that when I went to get the box there were about 25 roaches crawling around in the box inside the food as one of the bags had a tear in it and food spilled which attracted the roaches and bugs. there is no way I could feed this to my dog and it has to be thrown out.. there were bugs and roaches crawling all over in the food and box, i woudl like to request a refund back to my credit card for these 3 bags of ***** and chewys it was so filled with bugs I had to pick it up with rubber gloves and toss it in a trash can there were at least 25 cockraoches in it, I do not want a replacement as I cant risk this happening a 2nd time, so I hope a refund can be issued. please refund my credit card for these 3 ****** and chewys
Business Response
Date: 08/14/2023
Hi there Joy,
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 apologize for the inconvenience and confusion regarding your refund. I did some digging and was able to locate your order ending in *****. Unfortunately, there was an unexpected technical error while attempting to open the investigation with our shipping partners, and this caused the refund to process later than initially expected; however, I can confirm that, as a courtesy, a partial refund in the amount of $192.21 was processed on August 11, 2023 for your order. Generally speaking, you will see the refund amount credited to the account associated with the payment method on file used for the order within 3 to 5 business days from the processing dates, however that timing may vary based on your banking institution.

As an additional courtesy, due to your recent experience, Id like to offer $25 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 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.
Please give your little one all our love.
Warm regards,

****************
Customer Service Manager
www.chewy.com
**************
Customer Answer
Date: 08/15/2023

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,

Joy Fans
Initial Complaint
Date:08/01/2023
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.
I have reset my password multiple times to try to get into my account and they have locked me out of my account making it impossible to cancel auto ships and have now charged my card when otherwise they wouldn't have been able to do so. I want a full refund.
Business Response
Date: 08/07/2023
Hi *******,

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.

I did some digging and was able to locate the order ending in ***** that was placed on July 31, 2023. On August 2, 2023, we processed a refund for the order. Generally speaking, you will see the refund amount 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.

On August 7, 2023, I sent a link to the email address on file to assist you with resetting your password. Once youve clicked the link, youll be able to change your password. Additionally, you can reset your password from the Sign in page on Chewy.com by clicking on "Forgot your password?" and entering the email address associated with your Chewy account. You will receive an e-mail with instructions to reset your passwordif you do not receive an e-mail within a few minutes of requesting a reset, please check your spam folder.

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.

Warm regards,

******************
Customer Service Manager
**********************
Initial Complaint
Date:07/26/2023
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.
On 6/22/23, I contacted chewy via live chat to return my order#********** totaling $1,081.90. During this, I informed them that the card I used was cancelled and therefore would need a refund via gift card or check. The rep told me they would issue a check. Fast forward a month later, they said they can't issue a check and to dispute the charge. How can I file a chargeback with a closed bank account? Despite these challenges that chewy has been putting me through, I was able to get my bank to agree on a chargeback, so long as I forwarded a refund confirmation email or something from chewy stating that they wouldn't process a refund to the card since it was cancelled. While chewy was able to confirm this over the phone, they informed me that they can't send emails. At this point I'm extremely frustrated, and I'm starting to see a pattern, chewy can't do anything except take $1,081.90 worth of product from me. They can't issue a refund, they can't write me a check, they can't give me a gift card, they can't send me an email, but they will gladly send me shipping labels for me to ship the product back. They'll ***** withhold that money from me as well. I come here seeking resolution to this issue, and to warn everyone else of chewy.
Business Response
Date: 08/08/2023
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.
We have made several attempts to process a refund for the order ending in ***** using our standard procedure, however each of these attempts have failed.
At this time, we recommend reaching out to your bank directly to further assist with this charge. And, as we mentioned before, if necessary or appropriate, wed be happy to join a call with you and your bank to help resolve the issue.
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 regards,
Aramis B.
Customer Service Manager
**********************

Customer Answer
Date: 08/14/2023

Complaint: 20378599

I am rejecting this response because:
My bank has asked for an official written statement from chewy stating the attempted failed refunds, and chewy has not complied. Because of this, my bank is unwilling to help with the charge. When I first contacted chewy I informed the representative that my bank account was closed and that I would need a check for my return, which ******* told me they would do. It wasn't until weeks after my return that they changed it up saying they can only process the refund to my card (which is closed)

No attempt to provide me with a written official statement regarding the failed refunds has been made. Chewy has put very little effort into fixing this problem, and has made no apologies for ******* telling me I could have a check for my return when I initially started the return.

Sincerely,

T K
Business Response
Date: 08/24/2023
Hi there *****,

As we mentioned in our prior response, we have made several attempts on June 22, 2023, and again on July 26, ************************************************ ***** using our standard procedure, however each of these attempts have failed.
Unfortunately, we are unable to issue a letter to your bank. And, as we mentioned before, if necessary or appropriate, wed be happy to join a call with you and your bank to help resolve the issue.
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 regards,
Aramis B.
**************** Manager
**********************
Customer Answer
Date: 08/24/2023

Complaint: 20378599

I am rejecting this response because:
I screenshotted that response and sent it to my bank, hopefully that will be officially enough for them to open the dispute.

Sincerely,

***** K
Initial Complaint
Date:07/21/2023
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.
I have been waiting for Chewy to refund my account for 3 or 4 days. It says it will be done in 48 hours and my bank turns them back over to me instantly. Still I have not received back my money and when I contact them they say they have released it and its up to my bank when it will go into my account. I have contacted my bank and they say Chewy has not sent the funds back. Also its just pending in my account so all they have to do is cancel it and instantly it will fall off but for some reason Chewy will not return my money!
Business Response
Date: 07/28/2023
Hello *****,

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

At Chewy, we only charge your account when your order is shipped, however, when you first place an order, our payment system requests a payment authorization from your bank or credit card issuer, which basically places a hold for an estimated total amount of your order. This authorization/hold is not an actual final charge, but it does immediately affect the available balance on your bank account, in accordance with your banks practices or your credit card companys practices. Your bank will reserve the funds in your account or until your items ship or the authorization expired, and depending on your banks policy, you may see a payment authorization even when the order was canceled. If your items dont ship, the payment authorization will expire, and the funds will be released back to your account. Some banks make take up to 30 days to remove payment authorizations from your account.
Additional details and information on our payment process can be found on the Frequently Asked Questions (FAQs) page of Chewy.com under the section labeled Payments (**************************************************).
I did some digging and was able to locate your most recent orders ending in *****. Since this order was canceled prior to shipping, a final charge was not processed. When the order was canceled, any pending hold/payment authorization for that order should have been released and your funds would have been returned to your account, but the timing of the release would depend on your banking institution.

As a courtesy, due to your recent experience, Id like to offer $20 towards your next non-prescription purchase from us. Please give us a call at ************** before placing your order, and a supervisor will be happy to assist you with redeeming this offer.

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 helping paw.

Warm regards,

************
Initial Complaint
Date:07/20/2023
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.
Have tried on several orders to alert the company that their packing and delivery carrier are not doing a good job. Boxes packed to heavy Delivery Carrier not bring them to the door step Refusing to do so. Complaint filed with ***** numerous times. Almost every order has damage products. Chewy is willing replace the item. However, at this point it has become very time consuming to me to continue with this only resolution.Seeking a refund, store credit of $500. If company continues to provide improper packing and delivery of items!
Business Response
Date: 07/28/2023
Hi ****,

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

I did a thorough review of your account and can confirm warehouse and shipper complaints were submitted based on the concerns you raised previously over the phone. I have spoken with ***** concerning your deliveries and have an open case (number c-*********) that we will be using for your delivery issues.

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.

As an additional measure, to help ensure that ***** receives your delivery instructions, we recommend creating a free account with ***** Delivery Manager (available here: *************************************************) and adding your delivery instructions to your account there. We note that it is up to the ***** drivers discretion to follow delivery instructions based on safety and other contributing factors. If you would like assistance with setting up a ***** Delivery Manager account, please don't hesitate to reach out to us.

Lastly, as a courtesy, due to your experience, we processed a replacement order for you (order ending in *****) on July 20, 2023.***** tracking indicates that this order was delivered on July 22, 2023. As an additional courtesy, and because you are a valued customer, we placed an additional free order (ending ****) on July 26, 2023. ***** tracking estimates that the order is set to be delivered on July 28, 2023.

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: 08/01/2023

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,

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

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