Complaints

This profile includes complaints for Chewy, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Chewy, Inc.

  7700 W Sunrise Blvd Plantation, FL 33322-4113

  
• 

  Chewy, Inc

  40 Dauphin Dr Mechanicsburg, PA 17050-8521

• 

  Chewy, Inc.

  3251 Hollywood Blvd Hollywood, FL 33021-6942

  
• 

  Chewy, Inc

  600 New Commerce Blvd Ste R Hanover Township, PA 18706-1403

• 

  Chewy, Inc.

  256 S. 143rd Ave. Suite B Goodyear, AZ 85338

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:06/09/2023

  Type:Billing 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 Monday, June 5 I ordered three boxes of cat food from chewy.com. On Friday, June 9 I saw the older still had not been shipped, although my credit card was charged on Monday, June 5. I was advised because I have "multiple accounts" i would not be able to use a discount and my order was in limbo. However, they charged my credit card and have been holding my $52 hostage since Monday.

  

  Business Response

  Date: 06/23/2023

  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.
  
  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 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 order ending in *****. Since this order was canceled prior to shipment, your 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.
  
  Furthermore,as our agent mentioned when you called in, we located several accounts under your name, or linked to your information, that have already redeemed the promotion that you wished to add to your order ending in *****, and based on the specific terms of the promotion, it was determined that your order ending ***** was not eligible or did not qualify for the promotion.
  
  If you would like to reprocess the order without this discount, please give us a bark at ************** and well put our paws to work. 
  
  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.
  

  Warmest regards,
  

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

• Initial Complaint

  Date:06/08/2023

  Type:Service or Repair 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 June 3, 2023, I purchased several items on order # ********** with delivery dates of 1-3 days. I received 1 item on June 4 and the remaining items on June 7, 2023. The items received on June 7 were damaged inside of the ***** box. The ***** box showed no damages. I contacted customer service upon delivery on June 7 and they stated that they would replace the medications and I would receive a return label within 24 hours. The replacement prescription medications would be replaced while I was waiting for the return labels.On June 8, a different customer service rep contacted me to let me know that they didn't initiate the replacements and they couldn't perform that task until I sent pictures of the damaged product and then assured me that they would NEVER ship damaged product and it was *****. She also informed me that it was 72 hours until they would send me the return label and then send replacement product once they receive the damaged product at their location. This process would take several weeks. As this is prescription medication, I decided to cancel the order and purchase it locally instead of waiting for the product to be reshipped. At that time, she informed me that the refund wouldn't occur until they received the damaged product and assessed the product. I sent pictures of the damaged product following the conversation with the customer rep. I don't understand why it would take 72 hours (in this case 96 hours from original complaint) to send me a return label and then another 2 weeks to refund a charge for product that was obviously damaged when it was placed inside the shipping box. I am seeking immediate resolution to this issue. Also, the customer service rep shouldn't make assumptions on how the product was damaged. I wasn't frustrated with the event until speaking to the rep on June 8. She casually blamed ***** (which truly doesn't matter to a customer) and made me feel like I was making the whole thing up.

  

  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.
  
  We did some digging and were able to locate your order ending in *****. Were sorry your items arrived damaged. We have processed a refund for your order on June 13, 2023. 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.
  
  We are also reviewing your recent interactions with our agents and will follow up with them on coaching sessions for any missed opportunities.
  
  Because you are a valued customer, we'd be happy to offer 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 **, we're here 24/7.
  
  Regards,
  
  ***************************, Pharm D
  Pharmacist 

  Customer Answer

  Date: 06/21/2023

   
  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:06/06/2023

  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 ordered from chewy on 6/1/2003 expecting my order in 2-3 days Monday my order did not come so I emailed asking the issue and they said i had to call. I called in to verify my information and was told it would be shipped, I chatted with someone later that day as I didnt see it was shipped they said I had to call in I explained I did then they said ok it will be shipped. on 6/6/2023 I chatted with a ******** she said the order was hung up, I asked for a supervisor who told me my information has been used before and he would cancel my order. So I was expecting this order for 6 days if there was an issue why didnt anyone call me? Also why did no other customer service rep tell me about that issue? ******** wanted to cancel my order and replace it until I asked for a supervisor. This is the worst customer service ever I have attached a copy of the chat, the supervisor seemed like he did not care at all, then disconnected my chat. Is this how you provide someone with good customer service?

  

  Business Response

  Date: 06/19/2023

  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.

  I did some digging and located your order ending *****. I understand that the order was cancelled prior to shipment, and so your 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.

  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
  www.chewy.com
  **************

  Customer Answer

  Date: 06/20/2023

   
  Complaint: 20153124
  
  I am rejecting this response because: my order was cancelled by a manager who stated I didnt deserve any of the discounts. I did not cancel my order, I want my order with all the discounts I had.  I called to verify my order was told it was being shipped then was told by chat it was being shipped this happened for days only to be told by a manager he was cancelling it with no remorse from him. I want my order with the discounts
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 06/28/2023

  Hi there, 

  Im so sorry for your recent experience. Here at Chewy we strive to provide top notch service with every interaction.

  I did some digging and understand that the account you placed your order (ending in *****) was not eligible and/or did not qualify for the relevant promotion(s), and therefore the promotion could not be applied to the order.  As such, as mentioned by the agent when you chatted in, your order was cancelled prior to shipment, and a new order would need to be placed without the promotion.  

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

• Initial Complaint

  Date:06/05/2023

  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.

  Order ********** placed last week with Chewy for much-needed pet items. All items were scheduled for delivery Saturday, June 3rd. Only a portion of these items arrived (one item out of several). The order was in excess of $100. I have contacted Chewy multiple times in multiple ways since Saturday to try to find my items. Also I have tried to get answers on when my items would be delivered. No one is giving me answers. At one point I was told that I was refunded a portion of the order. However, I find no refunds have been issued. Chewy used to be a reliable company I could trust with my pet care needs. After this experience, it would certainly not be the first place I would go! Avoidance is all I have received when I contact Chewy this time. My PAID FOR order is being held somewhere, and I needed it days ago for my pets.

  

  Business Response

  Date: 06/16/2023

  Hi there *****,
  
  Im so sorry for your recent experience. At Chewy, we strive to provide a positive experience with every customer interaction, and we dropped the ball here. We are reviewing your recent interactions with our agents and will follow up with the agents for a coaching session for any missed opportunities. 
  
  I did some digging and was able to locate your most recent order ending *****. The products from your order were shipped from the warehouses closest to your shipping address with the relevant inventory in stock to help ensure the fastest delivery. To that end, the items in your order were shipped in two shipments. I can confirm, according to ***** tracking, that these two shipments from your order were delivered on June 3 and June 6,2023. 
  
  As a courtesy, I understand that on June 3, 2023, we processed a partial refund of $15 for your order ending in *****. Generally speaking, you should have seen the refunded amount credited to the account associated with the payment method used for the order within 3 to 5 business days, however that timing may vary based on your banking institution.
  
  We really appreciate your feedback and thank you for giving us the opportunity to help with this. If you have any questions, please don't hesitate to reach out to us.We're here 24/7 to lend a helping paw. 
  
  Warm ************************************************ Manager
  **************************
  **************

• Initial Complaint

  Date:06/04/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Chewy *** is participating in aggressive and harassing sales techinques, numerous text messages, emails and postal mailings. I've contacted customer service and request my personal information be removed from their solicitations, this has not worked and I continue to receive postal mailings. The customer service reprsenatives refuse to give corporate information saying Chewy *** doesn't have a corporate office, total LIE they have two corporate office locations. I've contacted customer service numerous times, the company doesn't have a solictation removal opt-out link, email or address, and customer service refuses to remove personal information from their mailings. I DON'T HAVE ANY PETS, AND HAS NEVER ORDERED ANY PRODUCTS FROM THIS COMPANY!! Unsure of how they were able to obtain my personal information.

  

  Business Response

  Date: 06/16/2023

  Hello there *******,

  Im so sorry for your recent experience with Chewy. We strive to provide top notch service with every interaction, and we dropped the ball in this instance.
  I can confirm that on June 5, 2023, I submitted a request for the address you provided to be removed from Chewys direct mail promotions. Please note that while your address was added to the do not mail list on June 5, our direct mail process operates on an advanced schedule which is partially due to the lead time required for printing, and so you may receive additional mailers already in que or in transit. However, your address will be scrubbed out of future mailings thereafter. Also, on June 15,2023, I submitted a request to remove the e-mail address you provided from Chewys email promotions.

  For additional information on how to opt-out from certain marketing communications, including e-mail communications, please visit ************************************************************************* for text messages, please visithttps://www.chewy.com/app/content/sms-policy.
  
  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. Were here 24/7 to lend to helping paw. 

  Warm regards,

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

  Customer Service Manager

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

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

  Customer Answer

  Date: 06/20/2023

   
  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:06/04/2023

  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 bought a rechargeable doll collar that was the wrong one for the system that I have, Ive been trying to exchange it even attempted to return it but the zip code was wrong on the label. Plus my address was wrong it is my neighbors.

  

  Business Response

  Date: 06/16/2023

  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.

  Thank you for taking the time to speak to me about your order. As we discussed, on June 5, 2023, I sent the correct return shipping labels for you to use to ship the items you would like to return from your order ending *****. I can confirm that we received the returned item and that your refund was processed in the amount $147.37. Generally speaking, you will see the refunded amount credited to the account associated with the payment method used for the order within 3 to 5 business days of processing, but 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 ***********.

  Warm regards,

  Aramis B.

  Customer Service Manager

  Chewy

• Initial Complaint

  Date:06/03/2023

  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.

  Tried to purchase some food for my dogs and after placing order (Order #**********) I received an email asking me to call, which I obliged. They asked for my name and address and told me they should ship out the order next day. 48 hours later it still wasn't shipped and I was told by a chat rep to call in again because they claimed I didn't call in. If you do not want by business please just let me know instead of giving me a runaround and wasting my time and causing my dogs to be out of food

  

  Business Response

  Date: 06/16/2023

  Hi ******,

  I'm so sorry about your recent experience. At Chewy, we strive to provide a positive experience for every customer.
  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 unauthorized use. I understand that we needed to verify certain information related to your order ending in ***** and so we placed a temporary hold on processing the order while we were waiting for the necessary verification.   
  
  I did some digging and can confirm that your order ending ***** was cancelled on June 3, 2023 prior to shipment, and so your 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.
  Because you are a valued customer, and due to the confusion, we'd be happy to offer $25.00 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 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: 06/16/2023

   
  Complaint: 20140277
  
  I am rejecting this response because: There wasn't any confusion on my end, it was made clear to me by the phone rep that I'd provided all the necessary info and it was going to be shipped within 48 hours, 48 hours later a chat representative claimed I didn't call in and had to do it again. I ended up having to spend extra money because my dog ran out of food due to chewy not shipping on time as advertised and had a promo code wasted.
  

• Initial Complaint

  Date:06/03/2023

  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.

  Back in December 15th 2022 I placed a order with Chewy (Order # **********) like so many times before and after I received my items the clothing was way to small for my dog so I contacted Chewy and want to exchange the clothes for a larger size and the lady at Chewy told me that they would issue me a refund for $45.00 dollars and to donate the clothes to a kennel or s.p.c.a so I agreed to the refund and I donated the clothes... Well Its been almost 7 months now and every time I call Chewy and ask for an update on my refund they claim that the **************** is aware of my refund but hasn't mailed out my refund check yet but there getting to it... same excuse every time I call and I've called every other month since December 2022 Well I'm completely disgusted with Chewy's ******** excuses poor customer service and lack of efficiency I was a faithful consumer with Chewy... I must have spent over a $1000 dollars at Chewy's over the past 5 years!!! For a multi million dollar company to treat a consumer with such blatant disregard is pathetic all I want is my lousy $45.00 dollar refund so I can be done with Chewy for good!!! Thank You... *********************

  

  Business Response

  Date: 06/15/2023

  Hello ******,

  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 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 *****. I can confirm that the partial refund in the amount of $45.46 was processed to the Mastercard on the account used to pay for the order on December 28th, 2022. Generally speaking, you should have seen the refund amount credited to the account associated with the payment method on file within 3 to 5 business days from the processing date, however that timing may vary based on your banking institution. If you have not received the refund, we recommend contacting your bank/credit card company.

  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 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 regards,

  ************
  Customer Service 
  ********************** 

• Initial Complaint

  Date:05/30/2023

  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.

  Chewy has me on block. I spoke to the supervisor many times about being on block. They keep telling me that I will be off the block list. It is frustrating that I have to keep calling after I put in an order online to confirm my identity. It is making me very depressed. I spend so much money. I just want them to treat me right. This is not right what they do to me. I ask my friends if they are on block. They told me no.i am very confused. Chewy is not telling me why I'm on block. The supervisor keeps telling me this won't happen again but it does over and over again. Please investigate this. I don't have any problems with any other business. Thanks.

  

  Business Response

  Date: 06/09/2023

  Hi ******,

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

  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 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 ********************* to verify certain details.

  I did some digging and can confirm your information was verified, and your order was released,shipped on 5/30/2023,and delivered on 5/31/2023

  Thank you for reaching out.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: 06/13/2023

   
  Complaint: 20118413
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Chewy has me on block for over a year. I spoke many times to the supervisor and they told me I would be off block. And they told me I wouldn't get another email about calling them about my order and it is still happening. I can't put in an order online because they blocked me for no reason. Please investigate further. Thanks 

  

  Business Response

  Date: 06/23/2023

  Hi ******,

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

  Thanks for taking my call.  As we discussed, I was able to remove the verification requirement on your account and I understand you were able to successfully place an order on June 15, 2023.Please note that there still may be circumstances that will require additional verifications in connection with your account and/or your order, however, we will work to resolve those issues as quickly as reasonable.
  

  If there are any further questions or concerns, please don't hesitate to reach out to us. Were here 24/7 to lend a ***********.

  Thank you for reaching out and demonstrating your commitment to customer satisfaction.

  Warm regards,
  **************
  Customer Service Manager

  
  

  Customer Answer

  Date: 06/26/2023

   
  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:05/29/2023

  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.

  May 18 I purchased from chewy I had to cancel a day later as the item showed it was still processing in hasn't shipped . I told the company I canceled they say well it shipped already it still never show e d a tracking number so I asked well where is my item after going back and forth back and forth finally they send me a email saying that the warehouse is having issues so the item won't be till another week . I've asked for a refund they refuse to give me my money back

  

  Business Response

  Date: 06/08/2023

  Hi there ********,
  
  I'm so sorry about your recent experience. At Chewy, we strive to provide a positive experience with every customer interaction, and we dropped the ball here. We will certainly review your most recent interactions with our customer service representatives and follow up with the agents regarding any missed opportunities. 
  
  I was able to locate your order ending in **** which,according to our records, was placed on May 24, 2023. We understand that at the time you had requested that we cancel your order. However, your order was already processed and had already left the warehouse, or was too far in the shipping preparation stage, and we therefore were not able to cancel as requested. I can confirm that, according to ***** tracking, the order was delivered on June 1, 2023.
  
  As a courtesy, due to your experience, we issued a full refund (issued in two parts) for your order ending in -**** on May 30, 2023. Generally speaking, you should have seen the refunded amount credited to the account associated with the payment used for the order within 3 to 5 business days, however that timing may vary based on your banking institution.
  
  As a 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 understanding and thank you for giving us the opportunity to help with this. If you have any questions, please don't hesitate to reach out to us. We're here 24/7 to lend a helping paw.

  Warm regards,
  ******************
  **************** Management
  **********************