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

482 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:07/04/2023
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.
I ordered a medication for my dog, ******. It was initially scheduled for arrival on Friday, June 30th. Chewy pushed it to Saturday, July 1st. I called repeatedly and was told it will be there by 10pm. It didn't arrive. Then, Chewy pushed it to Monday, July 3rd. It said on their website that my package was out for delivery and would arrive by 10pm on Monday, July 3rd. It is Tuesday, July 4th and their website still says it's out for delivery. I have not received the package and everyone knows it will not be delivered on a holiday. They have done nothing but give me the run-around. I need that medication for ****** and they are of no help.
Business Response
Date: 07/17/2023
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. I was able to locate your recent order ending in ***** and see that your package was picked up by ***** on June 28, 2023, at 5:41 pm from our facility. Your package was originally to be delivered on June 30, 2023, but was delayed and ultimately delivered on July 5th at 2:45pm. We have opened an internal complaint with ***** for your multiple delivery delays.

We processed a replacement order ending in ***** on July 4, 2023, which was picked up by ***** on July 5th. The ***** tracking number ending ***** still shows pending delivery, however youd acknowledge you have received it.

Because you are a valued customer, we processed a $10 concession to your account. We really appreciate your feedback and thank you for giving us the opportunity to help with this. If you have any questions, please don't hesitate to reach out to us, we're here 24/7.

Regards,

***************************, Pharm D
Pharmacist
Customer Answer
Date: 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.

***********************************************
Initial Complaint
Date:07/03/2023
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.
Package was delivered by ***** and left on the lobby floor of my apartment buildingChewy distinctly puts it on the package to deliver it to my apartment door so that it doesnt get stolenLeaving a package unattended in the lobby invites theftI called Chewy and they said it was delivered! Well, it wasnt delivered to me!!! When I went down to get the package it was not where ***** claimed to have left itI want Chewy to replace this bag of cat foodThey want me to buy a new bag until they investigate this! Investigate what!!! They can see the package was NOT properly delivered directly to me! I think they are treating me very unfairly regarding this issue. There is a photo and that is PROOF ENOUGH this delivery was mishandled! I want an apology from the company also for making me feel like its my fault.
Business Response
Date: 07/14/2023
Hi there *****,
I'm so sorry about your recent experience. At Chewy, we strive to provide a positive experience with every customer interaction. We are reviewing your recent interactions with our agents and will follow up with the agents for a coaching session for any missed opportunities.

I did some digging and located your order ending in *****. As a courtesy, we processed a replacement order (ending *****) on July 3, 2023. I can confirm via ***** Tracking that the order was delivered to the shipping address provided on July 5, 2023. Additionally, while looking into your concerns, we noticed what appears to be a recurring delivery issue with your orders being delivered to the mail room. As such, as noted in prior communications with you on this issue, I wanted to reiterate that we can have any regular order shipped to a ***** or ********* pick up center. If you would like assistance with setting this up, please don't hesitate to reach out to us. As also noted in prior communications, we can also help you set up a ***** Delivery Manager Account, where you can add those instructions for ***** to follow for deliveries to your address. Please note however, that we cannot guarantee that the delivery instructions will be followed, as that is up to the drivers discretion.

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,
Aramis B.
Customer Service Manager
**********************
Initial Complaint
Date:06/29/2023
Type:Order 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 was emailing their customer service about returning an item. They said they would process a refund and have the ******************* reach out. They said they would send an email with more information. I emailed them multiple times for updates and they never sent me the refund label. They ignored every single one of my emails. I still have the package and it hasn't even been opened. I would like to return this to them like they said I could.
Business Response
Date: 07/12/2023
Hi *******,

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

I did some digging and was able to locate your order ending in *****. I see that you spoke with an agent on January 4th and January 7,2023 requesting a return a label. The agent you last spoke with is no longer with Chewy and we are unable to provide a coaching session with them.

We had contact your phone number on file on July 11, 2023 and left a voicemail. We forwarded a return mailing label to your email address on file. We have also processed a refund to your account for the product purchased. 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.

In addition, because you are a valued customer, we'd be happy to offer you 15% 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,
***************************, Pharm D
Pharmacist
Initial Complaint
Date:06/25/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We were contacted by your company, specifically *************************. We run a large kennel and breeding facility. He requested our time to learn about our business (we are the leading breeding business in our state) and in return, he would be sending us a $500 gift card for the extensive amount of time spent with him. Unfortunately we trusted him at his word.Upon providing him all the information he requested, he sent us a $150 gift card. This was a bait and switch and now refuses to provide the remaining $350 that was promised.
Business Response
Date: 07/13/2023
Hi ********,
Im so sorry for your recent experience. At Chewy, we strive to provide a positive experience with every interaction, and we dropped the ball here.
We are reviewing your concerns, and someone will be in touch in the short term with follow-up questions.
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: 07/14/2023

Complaint: 20234674

I am rejecting this response because: We have sent the information requested nearly two weeks ago and have not received a response from the business.

Sincerely,

*****************************
Business Response
Date: 07/27/2023
Hi ********,
Thank you for responding to follow up questions. However, we were not able to locate or identify any electronic gift cards or orders sent to the provided address. If you are able to provide any additional information, wed be happy to review it and speak with you about this further.

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: 07/28/2023

Complaint: 20234674

I am rejecting this response because: *********** is lying and refusing to help. They promised something, then used bait and switch to get us to do what they wanted, now they are refusing to provide it. We have provided proof of our conversations and meetings with their employee and now they deny it.

Sincerely,

*****************************
Initial Complaint
Date:06/25/2023
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 ordered science diet biome chicken dog food dry and when I opened it up kibble different then previous. My dog who already suffers from inflammatory bowel disease started having sickness after eating this new food.
Business Response
Date: 06/26/2023
Hi ****,

Were sorry for your recent experience. At Chewy, we strive to provide a positive experience with every customer interaction. Were sorry to hear that the ****** Prescription Diet Gastrointestinal Biome Chicken Flavor Dry Dog Food didnt work out for your little one.

I did some digging and was able to locate your order ending in 8226. I can confirm that the refund was process on June 25th, 2023, and our customer service team generated an email with an attached prepaid return-shipping label sent to your email address on file. Please print this label out, tape it to the shipping box (making sure to cover any old labels) and drop it off at your local ***** facility.

Once the warehouse notifies us that your order's been received, we'll provide you with a full refund. Generally speaking, you will see the refunded amount credited to the account associated with the payment method on file 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.

******************
Customer Service Management
Initial Complaint
Date:06/23/2023
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.
First off, I hate to file a complaint against Chewy because I have only heard great things about them. But unfortunately after going back and forth between them and our vet all day, I have to. I ordered NexGuard flea and tick medicine from Chewy and received it today. Upon opening the package there is warnings all over the box about the fact it can cause seizures even in dogs that have never had them before. My dog is 15 and I have had two friends that dealt with seizures in their older dogs, one resulting in death and the other had to actually revive her dog, so I am 100% not comfortable taking that risk on my dog. Had I seen or known that this medicine has that risk, I would not have bought it. I emailed Chewy today and the rep contacted the pharmacy portion that said they cant take it as a return. I then called to try and find out why and she said it has something to do with the pharmacy board. ************** or not, they are selling a potential harmful medication without a clear warning that they are saying Im stuck with. I am in grad school for social work. I absolutely do not have a ton of random money to throw around. I want to be able to return this and get a refund so I can shop around for a safer product to use on my senior dog, otherwise I cannot afford this loss.
Business Response
Date: 06/29/2023
Hi ***,

We are sorry about your recent order experience. At Chewy, we strive to provide a positive experience with every customer interaction.

Thank you for taking the time to speak with us on June 26th and for giving Chewy the opportunity to make this right. As discussed during our call, we processed a refund for your order ending in *****. Generally speaking, you should see the refunded amount credited to the account associated with the payment method used for the order within 3 to 5 business days, however that timing may vary based on your banking institution.

Because you are a valued customer, we'd be happy to offer you a 20% discount 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,

Jordan Craft, Pharm D
Pharmacist
Customer Answer
Date: 06/30/2023

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:06/22/2023
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.
On June 22, 2023, I attempted to order over $100.00 in cat food, cat toothbrush and cat toy. (I had received an email stating if you purchase items over $100, you are eligible to receive a $30 gift card.) When I spoke to ******* at Chewy by phone, she said that the e-gift card was applied to the order. However, I received a message on my order saying, I was not eligible for the gift card. I brought this to ******** attention who gave me conflicting information. So I asked to speak to a Supervisor and was put on hold for a very long time and the representative never got back to me. So I called again, spoke to ***, who was very rude when I told her I could not hear her. ( She was on Speaker phone and refused to get off Speaker.). She then hung up on me. I then had to call again, asked the Representative to have a Supervisor call me. This was about 12:30 pm. (So now this the third time I called which is very frustrating and upsetting with no resolution.). So far I have not received a call back. This is not the first time this has happened. Chewy continues with false advertising all the time. Every time I attempt to place order, I have a problem which is caused by Chewy. They advertise one thing (a promotion) but then dont honor it. Theres never been a time when I could place an order without a problem. I believe they are falsely advertising.
Business Response
Date: 07/17/2023
Hi ****,

I'm so sorry about your recent order experience. At Chewy, we strive to provide a positive experience with every customer interaction, and we dropped the ball here. We are reviewing your recent interactions with our agents and will follow up with the agents for a coaching session for any missed opportunities. I did some digging, and it looks like the promotion referenced in your complaint was the MYBESTIE promotion. The promotion was for a free $30 eGift card when you spend $100 on eligible items and enter the code MYBESTIE at checkout. The specific terms and limitations of the promotion (also subject to Chewys Terms of Use,Promotional Offers Terms, and Gift Card Terms & Conditions) were included in the promotional materials and further clarified that the eGift card would be added to your Chewy account after the order ships. Since the eGift card would not be applied until after your order shipped, it could not have been redeemed and applied to your order ending in *****. However, it could be applied to a future order.
Because you are a valued customer, and due to the confusion, we'd be happy to offer $50.00 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.
Warm regards,
********
Customer Service Manager
Initial Complaint
Date:06/15/2023
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 May 26th, 2023, I have bought a prescriptive medicine (Prednisolone Compounded Oral Liquid (15-mg/mL, 60 mL, Chicken))on Chewy.com for my cat, ******. This prescription is from the Banfield, Midtown, *********** vet on May 8th. However, after a week of receiving the medicine, and let my cat take the medicine. She got her liver injured, and experience the symptoms like extremely high sugar blood, vomiting, not eating, etc. I sent my cat to VCA on *********************** and received a notice for overnight hospitalization, ultrasound, and blood work. The doctor in VCA has tried to contact Chewy and asked for the reason. The people in Chewy accept their mistake of rechecking the information on the medicine.
Business Response
Date: 06/21/2023
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 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 June 19, 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.

Regards,

***************************, Pharm D
Pharmacist
Customer Answer
Date: 06/21/2023

Complaint: 20192400

I am rejecting this response because:
Thank you for connecting me with the refund for the order, but my main concern is not about the refund of the medicine order, but the whole treatment in emergency vet. Please let me know the process as **** has noticed me that she is trying to move forward the case, and get the reimbursement for VCA medical treatment.

Sincerely,

*********
Business Response
Date: 07/05/2023
Hi ***,

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

Our team is currently working on open matters relating to your concern. A team member will be in contact with you next week to follow up.

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
Pharmacist
Initial Complaint
Date:06/15/2023
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.
A supervisor calling herself by the name of ******* assured me she was going to release my order the same assurance that a supervisor assured me last Saturday this is Thursday Goddammit and Chewy has done this to me again I rescue in ****** I've got 79 animals I've got 10 dogs and *************************************************** some kind of security lock like they did last year and it took a complaint to the better business bureau to release my order explanation point we have been very lucky in ********** with no fleas but the dogs are getting covered with ticks and if chewy doesn't release my order which I should have by now all h*** is going to break loose. Chewy is rude abusive bias and a joke with their security. If I spend over $300 on products you **** well better send it to me. My 10 dogs suffered from abuse great abuse from the hands of stupid human beings the same stupid human beings that run chewy obviously. I want my order released and if this isn't straightened out I will never order from these people again and as a matter of fact I want some credit for my trouble sitting here for 4 days going to my mailbox outside my farm looking for my box that wasn't mailed to begin with with supervisor after supervisor being jackasses. My order number is 136-410-5819. I am 62 years old and I will not be treated like this! Release my order ship it ***** and I will expect a gift card for my abuse8
Business Response
Date: 06/27/2023
Hi *****,

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

I did some digging and understand that we needed to verify certain information before processing your order ending in ***** and, to that end, we placed a temporary hold on processing the order until we received the relevant verification(s). I understand that we received the necessary verification(s), and your order was released, shipped, and delivered on June 16, 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 ***********.
Customer Answer
Date: 06/28/2023

Complaint: 20188820

I am rejecting this response because:

Sincerely,

*********************** my order was not delivered. I don't know where you think you delivered it to but it was not delivered. I have gone out and purchased product in person because of the coming flea issue. Again I did not receive your product I have made call after call and spoke to ignorant customer service agents and ***** cannot comprehend where they are supposed to deliver the package to. ***** States it has gone back to ************. Both of the packages you attempted to mail to me. I want my address corrected and my package reshipped or credit to my credit card please
Business Response
Date: 07/07/2023
Hi ***** (Vaeta),

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

I did some additional digging and located the ***** tracking information (***** Tracking Nos.: ************ and ************) for your orders. According to ***** tracking, I understand that both orders have been delivered to the shipping address provided.

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 **. We're here 24/7 to lend a ***********.

****************
Customer Service Manager
| ************
**************************************************************** here...
Customer Answer
Date: 07/14/2023

Complaint: 20188820

I am rejecting this response because:

Sincerely, you people are absurd you understand nothing. Nothing was delivered to my farm nothing was placed on either side of the gate I received nothing this is been a drama-filled incompletion order. I did not receive any product from you people and I suggest you either refund my money or send what I ordered so I can use it next month. I don't know where you're dropping off my packages but they are not here anywhere. I'm a nurse I work very hard I come home and I do ****** and rescue at the same time. There has not been any box from chewy delivered to my farm. I have made repeated calls to ***** I have said on the phone with ***** for a total of 4 hours at different intervales. Refund my money or reship my item and please do not use *****. Thank you

***********************
Business Response
Date: 07/21/2023
Hi ***** (Vaeta),

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

As we noted previously, the ***** tracking information for your orders (***** Tracking Nos.: ************ and ************), indicates that both orders were delivered on June 22, 2023, and June 23, 2023. I also wanted to note that if youre having an issue with delivery, we can have any regular order shipped to a ***** or ********* pick up center, and any prescription order can be shipped to your vet's office for safe keeping until you can pick it up. If you would like assistance with setting this up, please don't hesitate to reach out to us. We can also help you set up a ***** Delivery Manager Account, where you can add those instructions for ***** to follow for deliveries to your address. Please note however, that we cannot guarantee that the delivery instructions will be followed, as that is up to the drivers discretion.

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.

****************
Customer Service Manager
| ************
****************************************************************
Customer Answer
Date: 07/27/2023

Complaint: 20188820

I am rejecting this response because: this is not acceptable? Is this a bot answering because the responses are inappropriate. I have not received my pet's flea topical. I do not order medication from you. If you would like to reship my package to a local ********** be my guest. Reship my package or credit my credit card. As a matter of fact at this time I am demanding my credit card be credited back being I have not received any package that you people insist you shipped. Your answers to the better Business bureau do not correlate with the problem. I have told you over and over I did not receive the package. You need to trace the package and you need to reship the package if you will not reship the package credit my credit card back. Shame on you people shame on you and shame on you again

Sincerely,

***********************
Initial Complaint
Date:06/12/2023
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.
To Whom It May ********** 5/31/2023 I placed an ordered, order #********** and requested to cancelled it while it was still being processed. **************** replied to my request on two separate accounts stating that my order will be cancelled and I will receive a full amount regardless if the shipment would get delivered or not. They also told me if the shipment should arrived by mistake and that I dont have to worry. I dont have to worry about returning it and I may donate it or give it to someone. When I reached out to **************** to follow up on my refund today (June 12, 2023) but they told me that I wont be able to receive a refund unless I return the item. Now I cant return the item because I dont the original item. **************** on two accounts had reassured me that I will receive a refund regardless but now they are refusing to honor their words. Ive attached **************** responses below: Question Reference # ******-188825 05/31/2023 10:36 PM Hi ***,Thanks for reaching out to us!We've received your cancellation request. After doing some digging, it looks like your order has shipped out, and I'm not able to cancel it. I've refunded you$823.62going back to your **** ending in -1221within 3-5 business days. I've also sent a request over to have our shipper return the order to us. If the request is successful, the tracking will update to reflect "Shipper requested shipment be returned". We kindly ask that you refuse the shipment if able verbally and/orleavinga note on your door. If the order still arrives, please feel free to donate the item to a local shelter, rescue, or to anyone who could use it. Please giveyour little ****** our love.Warm Regards,Customer ***************************** Question Reference # ******-189048 05/31/2023 10:52 PM Hi there ***,Thanks for reaching out to us!?As your order**********has already begun its journey to you, were unable to cancel it at this time.?However, Ive requested for our shipping partner to turn this package around. If they attempt to make this delivery, we kindly ask that you refuse the shipment. Once the package is stopped, you will receive a full refund.If the package does end up being delivered anyway, do not fret, we are more than happy to have you donate to a local shelter or rescue. We are encouraged knowing that a pet in need may be able to use the items.Thank you for being the best part of Chewy!Warm Regards,**************** Chew
Business Response
Date: 06/30/2023
Hi ***,
I'm so sorry about your recent order experience. At Chewy, we strive to provide a positive experience with every customer interaction, and we dropped the ball here. We 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 and confusion regarding your refund. I did some digging and was able to locate your order ending in ***** placed on May 31, 2023. I can confirm that a refund in the amount of $765.39 was processed on June 13, 2023. Generally speaking, you will see the refund amount credited to the account associated with the payment method used for the order within 3 to 5 business days from the processing date, however that timing may vary based on your banking institution.
We really appreciate your understanding and thank you for giving us the opportunity to help with this. If you have any questions, please don't hesitate to reach out to us. We're here 24/7 to lend a ***********.
Warm regards,
******************
Customer Service Manager
**********************
Customer Answer
Date: 07/03/2023

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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