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:07/20/2023
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.
My recent order was canceled solely based on the fact that someone else in my same household had placed an order prior using a different email address. I am a completely different person and created an account and placed a new order based on them having a good experience. Well, I did NOT have a good experience and your customer service is beyond RUDE. Just because I currently live with my aunt who happens to have THE SAME NAME as I, they decided I was not allowed to have the same discount as a new customer and therefore CANCELED MY ORDER!!!!!!!!!! This is ridiculous and uncalled for! You should probably communicate with your customers before canceling someone's order! NOT EVERYONE CAN AFFORD YOUR OUTRAGEOUS PRICES AND EVERYONE SHOULD BE ABLE TO TAKE ADVANTAGE OF YOUR DEALS! I will be encouraging EVERYONE to stay away from your business and you will NEVER see me as a customer again.
Business Response
Date: 08/02/2023
Hi there Deb,
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 the Chewy customer service agent mentioned when you called 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 that promotion.
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 Manager
**********************Initial Complaint
Date:07/19/2023
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.
On 7/13/23 my vet (********************************) ordered 2 prescriptions for Carprofen from Chewy. As of today, 7/19/23, I have still not received them. I have made 5 calls to Chewy trying to resolve the issue. I was told Chewy's would attempt to get authorization for expedited delivery due to the delay and would notify me when the prescriptions were sent. Although the supervisor I spoke with on 7/18 promised to call me the next day for follow-up I never heard from him again. All 5 of my calls to Chewy resulted in nothing but "I'm sorry" with no further attempt to resolve my issue. As of today, 7/19, my poor dogs have not had access to carprofen for their pain. I am beyond disgusted at the callousness of Chewy. I would appreciate a follow-up call from a rep from Chewy that has authority to provide resolutionBusiness Response
Date: 07/31/2023
Hi ****,
Were sorry about your recent order experience.At Chewy, we strive to provide a positive experience with every customer interaction.
Thank you for taking the time to speak with us on July 27th and for giving Chewy the opportunity to make this right. As discussed during our call, we processed a refund for your order ending in ***** on July 27, 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.
Because you are a valued customer, we'd be happy to offer you a 20% discount towards your next pharmacy 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,********
Chewy
Customer Answer
Date: 07/31/2023
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:07/19/2023
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 soent more then 500$ to be worry free with litter change and what did i get 4 months adter the purchase? Litter is all over with p*** because that thing is mulfunctioningBusiness Response
Date: 08/02/2023
Hello *******,
I'm so sorry about your recent experience. At Chewy, we strive to provide a positive experience for every customer, and we dropped the ball here.
Thank you for working with me to correct your issue. I am glad we were able to get a replacement out to you. Rest assured for any future issues, our return policy is simple and worry-free: If you're not 100% unconditionally satisfied with your pet supplies, you can return them within 365 days of purchase. If you would like to request a return or replacement, please send us a message or give us a call with your order number to start the return process.
The Litter-Robot manufacturer also has a troubleshooting guide and additional product support options on their website accessible here: **************************************************
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 regards,
Rio S.
Customer Service Manager
**************************Initial Complaint
Date:07/15/2023
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.
I placed an order with my chewy account. I had to call and confirm all of the details per usual. I was told by that customer service rep that everything was all set and it would be shipped out. The order was for my cats food, and my cats litter, it has been a few days and I am still waiting for the order. I called customer service back and they claimed that I used a first time account discount of 35% off. I explained that no I did not, I chose the 5% discount that was on the payments and billing page of the chewy website. It was the only option I was given. they canceled my order for a lie and now my cat is without food and litter, and I have to go out of my way to go and try and find the brand somewhere else. Im not sure why this company has changed so much over the past year or so, but to just cancel an order and accuse a customer of doing some thing that they did not do, its pretty ridiculous. Especially when its the animal that has to suffer.I also explained to the first customer service person that made me confirm on my details, that I was having it shipped to a friends house, that i was staying at.Business Response
Date: 07/25/2023
Hi there *****,
Im so sorry for your recent experience. Here at Chewy we strive to provide top notch service with every interaction.
When our monitoring systems detect potential suspicious activity related to your Chewy account, we proactively block your account or order to prevent any further activity. This is done to protect your Chewy account from fraud or unauthorized use. For security purposes, when you call into Chewy, we must verify your account information before we can assist you.
I did some digging and located approximately 13 active accounts with the information you provided, and additional accounts were identified as being associated with those active accounts. As such, it was determined that your account and/or your order ending in **** were not eligible and/or did not qualify for the relevant 35% off your first Autoship promotion.
We would be happy to assist you with deactivating the active accounts that have been identified. Please give us a call at ************** at your convenience, and a supervisor will be happy to assist you. Also, if you would like to re-process the order without the 35% off first time Autoship discount, please let us know 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 helping paw. You can always chat in, email, or give us a bark at ************** and well put our paws to work.
Warm **************************************************** Manager
**************************
**************Customer Answer
Date: 07/27/2023
Complaint: 20325991
I am rejecting this response because:
I did not use the 35% discount. I used the 5% discount for repeat auto delivery that your website offered me. I was not taking advantage of anything.My issue is with your company accusing me of using a discount that was not the case, which interfered with my cat getting her food in a timely manner and having to then go and find new cat litter for her.
i would appreciate explanation for that.
attached is my receipt which $3 off $90+ is not 35%
Sincerely,
***********************Business Response
Date: 08/12/2023
Hi there *****,
Im so sorry for your recent experience. Here at Chewy we strive to provide top notch service with every interaction.
When our monitoring systems detect potential suspicious activity related to your Chewy account, we proactively block your account or order to prevent any further activity. This is done to protect your Chewy account from fraud or unauthorized use. For security purposes, when you call into Chewy, we must verify your account information before we can assist you.
I did some digging and located approximately 13 active accounts with the information you provided, and additional accounts were identified as being associated with those active accounts. As such, it was determined that your account and/or your order ending in **** were not eligible and/or did not qualify for the relevant 35% off your first Autoship promotion.
We would be happy to assist you with deactivating the active accounts that have been identified. Please give us a call at ************** at your convenience, and a supervisor will be happy to assist you. Also, if you would like to re-process the order without the 35% off first time Autoship discount, please let us know 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 helping paw. You can always chat in,email, or give us a bark at ************** and well put our paws to work.Warm **************************************************** Manager
**************************Customer Answer
Date: 08/14/2023
Complaint: 20325991
I am rejecting this response because:
For the third time now, I have explained that I DID NOT use a 35% discount and provided an image showing my 5% repeat delivery autoship order in my previous response.Is a manager from chewy able to explain why my order was cancelled for no reason and why your company keeps accusing me of using a 35% discount when it was not the case.
Sincerely,
***********************Initial Complaint
Date:07/15/2023
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.
For my order **********, The package arrived and was completely empty. It wasnt damaged or tampered with. It looks like shipper error and ** very disappointed. Please refund me. Please do NOT send me another item I will be out of town for the next month. Thank you. The company is refusing to help me and I showed pics and all.Initial Complaint
Date:07/10/2023
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 PLACE AN ORDER THAT IS URGENT AND I UPLOADED VET AUTHORIZATION. AFTER I PAI ALMOST 200 USD I M TOLD THIS CANNOT BE SPEED UP.MY CAT IS V ILL AND NEEDS THIS ASAP, YET NO HELP HAS BEEN PROVIDED PLS SPEED UP THIS Placed Jul 10, 2023 Order #********** Total: $174.71Business Response
Date: 07/14/2023
Hi *****,
Im sorry about your recent order experience. At Chewy, we strive to provide a positive experience with every customer interaction.
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. I did some digging and see your order ending ***** is set to be delivered by ***** by the end of the day on July 14th.
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,
******************
Customer Service Manager
**********************Initial Complaint
Date:07/10/2023
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.
Received mail for a 30% discount on my 1st pharmacy order. Attempted to order a 6 month supply of Bravecto for my puppy online. when that didn't work I call ed ********************** at the number on the mail advertisement. Was advised by the customer service rep that Bravecto was excluded from the 30% discount offer but she could give me a 10% instead. I then told her that was false advertisement and was then transferred the a customer service manager who then offered to give me a $30 dollar discount. I then told him I wanted the 30% discount advertised since the advertisement I received had not mention of excluded items. I then thanked him and hung up and immediately longed into the chewy.com account and cancelled my account. Won't do business with any company the does not honor their own advertisements.Business Response
Date: 07/19/2023
Hi ****,
Were sorry about your recent order experience. At Chewy, we strive to provide a positive experience with every customer interaction.
Offers are limited to only the eligible products and qualifying items (collectively,Eligible Products) set forth in Chewys Promotional Offers available at www.chewy.com. Specific conditions and limitations for each offer are stated in Chewys Promotional Offer.Unfortunately, the product you were trying to purchase, Bravecto, is one of the items that is excluded from the promotional offer you were trying to redeem.
Because you are a valued customer, we'd be happy to offer you a 10% off discount on your next pharmacy 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
PharmacistCustomer Answer
Date: 07/20/2023
Complaint: 20297745
I am rejecting this response because: As stated in my initial complaint, I will not do business with chewy. The advertisement received did not have any "Excluded Items" statement. Bait and switch tactics are not my idea of a good business practice. No further action needed or wanted.
Sincerely,
*****************Initial Complaint
Date:07/09/2023
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 received a notification from cash app that a transaction for $68.13 had been attempted by ChwyincGpay4a1hqjyghs at 1:08 this morning. I keep my cash card locked to prevent fraudulent activity since I use that particular card whenever I shop online, so the transaction got declined. The merchant that attempted to use my card is located in **********, ******* based on the transaction history on my cash app statements and after searching online found out Chewy's corporate headquarters are located in **********, *******. I have never ordered anything from this company and do not have a subscription with them either and did not give permission to charge my cash app card. Evidently somebody acquired my account information fraudulently, but I want an explanation for this from chewy, and my account information completely removed from this company's system, or else.Business Response
Date: 07/17/2023
Hi *****,
I'm so sorry about your recent experience. At Chewy, we strive for a positive interaction, and we dropped the ball here.
What has likely occurred is that your credentials were obtained from a breach of another website, unrelated to Chewy. Bad actors sometimes use stolen credentials which are then used to log into other websites like Chewy or to create accounts using those credentials.
I did some digging and was able to locate the account that was responsible for the unauthorized charge. Our security team has deactivated the account and no orders were successfully placed on the account. Per our phone conversation, you were able to deactivate the payment method.
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 regards,
Aramis B.
**************** Manager
**********************Customer Answer
Date: 07/18/2023
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:07/06/2023
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.
The order was cancelled for no reason and I could not get a refund. I called their customer service line, the person on the phone was EXTREMELY rude and was not willing to help with the problem at all, made up an excuse saying it was a problem with my credit card so I contacted the card holder and was scammed out of my money and nobody could help me with my issueBusiness Response
Date: 07/19/2023
Hello *******,
I'm so sorry about your past order experience. At Chewy, we strive to provide a positive experience with every customer interaction.
At **********************, 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 order ending in *****. Since the order was canceled prior to shipping, a final charge was not processed. and our account should not have been charged and any pending authorization should have fallen off of your bank statement within 1-2 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:07/05/2023
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.
7/4/2023 I placed a order with Chewy online. Order # **********. Same items I have been ordering from them for months with no problem. I actually liked the company. All because I decided to use my credit card directly to pay for my order INSTEAD of going through Paypal I received a e mail to call a ************** number to verify it. I spoke to a representative who treated me like a criminal by wanting me to name three items I ordered, wanting to know if my home state was where I was ordering from, last four digits of my card number. Saying my order was "flagged". After verification of my information she said that the order was going to go through.I called again this morning 7/5/2023 to make sure everything was correct. The representative transferred me to a supervisor who in turn said the representative couldn't authorize the order and SHE had a few questions to ask me to verify my order. That's when I have had enough of their unprofessional, rude conduct and behavior to me as a customer who liked ordering from them and told her to CANCEL my order. No one should have to jump through hoops and provide so much personal information to satisfy their thirst to be the Chewy police. After placing many orders with them they lost my business forever. Sincerely,JuneBusiness Response
Date: 07/17/2023
Hey there June,
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.
When our monitoring systems detect potential suspicious activity related to any Chewy account, we proactively block your account to prevent any further activity. This is done to protect your Chewy account from fraud or unauthorized use. I understand that is what happened with your most recent ******* an added security measure, our system determined that additional information was needed to verify the purchase, and, to that end, we placed a temporary hold on processing the order while we were waiting to verify certain details.
I did some digging and was able to locate your most recent order ending in *****. I see that you called in and provided the required verifications, and while we were in the process of releasing the hold on your order and preparing it for shipment, you ended up cancelling the order. Since your order was canceled prior to shipping, a final charge was not processed for this order. Any pending hold/payment authorization for the order should have been released thereafter and your funds would have been, but the timing of the release would depend on your banking institution. Some banks may take up to 30 days to remove authorization charges from your account.
As a courtesy, due to your recent experience, Id like to offer $30.00 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 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 ********************************************************** Manager
**********************Customer Answer
Date: 07/18/2023
Complaint: 20279434
I am rejecting this response because: That is not how the situation went. After I verified it was me to the representative the first time. I called back the following morning to inquire about the order and was transferred to a "supervisor" who said she had a few questions to ask me since the representative had no authority to approve the order after speaking to me. I then cancelled the order because I wasn't about to go through the third degree again by anyone for using my credit card directly to pay for my Chewy items instead of using PayPal. It was MY choice how I paid for my order. Not yours.So, with that said I do not want nor accept your $30 offer and as I stated you have lost me as a customer. Treat your customers better.
Sincerely,
June PriceBusiness Response
Date: 07/25/2023
Hey there June,
I'm so sorry about your recent order experience. At Chewy, we strive to provide a positive experience with every customer interaction, and we regret that we didnt meet your expectations here.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 have any questions, please don't hesitate to reach out to us. We're here 24/7 to lend a ***********.
Warm regards,
**********************Customer Service Manager
**********************
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