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

  2815 Watterson Trl Louisville, KY 40299-3868

• 

  Chewy, Inc.

  3251 Hollywood Blvd Hollywood, FL 33021-6942

  
• 

  Chewy, Inc.

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

• 

  Chewy, Inc

  40 Dauphin Dr Mechanicsburg, PA 17050-8521

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:04/20/2023

  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.

  Order #********** Placed On: Apr 15, 2023 2:36 PM EDT Order Total: $185.22 You saved $20.00!I received this yesterday. Set it up PROPERLY. My dog toenail was ripped off by your crate. It is not made well. I want his vet bill reimbursed. Please contact me via email. Ill give yall the chance to resolve this before I file a suit.

  

  Business Response

  Date: 05/02/2023

  Hi *******,
  
  Im so sorry for your recent experience. At Chewy, we strive to provide a positive experience with every customer interaction.
  
  I am so incredibly sorry to hear about your dog. I hope that he feels better soon.
  
  I did some digging and was able to locate your order ending in -8270. I understand that as a courtesy, on April 20, 2023, we processed a full refund in the amount of $185.22 for the order. Generally speaking, you should have seen the refund 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 ***********.
  
  Warm regards,
  
  ****************
  ****** ***** **** ***** * ******** *******
  *********************************************************************** | ************ 
  ****************************************************************
  

  Customer Answer

  Date: 05/03/2023

   
  Complaint: 19962885
  
  I am rejecting this response because:I want my dogs vet bill refunded. This was not my fault!
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/18/2023

  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.

  4/2/23-4/11/23 I have used chewy.com autoship and I received a email stating my auto ship order was declined.. I needed to update my payment method. This is a fact. But then the emails kept coming .. acting like my account had been updated and a order placed.. but the name, address and items ordered were not mine.. and then the emails started all over again with different name, cc and items were used.. is chewy using my name, email and cc info in emails to others? Chewy is using fear tactics to get me to respond.

  

  Business Response

  Date: 04/29/2023

  Hi there,

  I'm so sorry about your recent experience. At Chewy, we strive for a positive customer interaction, and we dropped the ball here.
  
  Here at Chewy, we are committed to protecting the privacy and security of your Chewy account. We have a security team that works around the clock to detect and prevent any potential security issues. We use industry-leading security technology and proactively monitor our systems to ensure your Chewy account remains protected.

  I can confirm for you that none of our Chewy systems were breached and that the payment information on your account was not compromised. We do not store your full payment information in our system, which serves as an additional layer of security to ensure your payment information is not compromised.

  What has likely occurred is that your password 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. This can occur when customers use the same password across multiple accounts at different websites.

  When we detect potential suspicious activity related to your Chewy account based on our monitoring systems, we proactively block your account to prevent any further activity on your Chewy Account. This is done to protect your Chewy account from unauthorized use. By resetting your password to something new and unique to Chewy, you can ensure your Chewy account remains protected.
  At this time, your account is deactivated, and all addresses have been removed from your address book and all payment methods have been removed. To reactivate your account, please give us a call at **************.

  We really appreciate your understanding and thank you for giving us the opportunity to help with this. Please feel free to reach out to us anytime if you have further questions or concerns. Were here 24/7 to lend a helping paw.

  Warm regards,

  Aramis B.

  Customer Service Manager

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

  Customer Answer

  Date: 05/03/2023

   
  Complaint: 19953081
  
  I am rejecting this response because: chewy failed to address the main questions in my complaint .. this is not about my password being compromised .. in my opinion..  because I never responded to them..  the email stating my auto ship was declined and that my cc was declined because it needed to be updated..I feel like those came from chewy.. but the all the other emails were bad actors?

  Did or does Chewy take responsibility for those emails?  Did the emails in fact come from Chewy?  Not just one email.. multiple emails.. And multiple dates.. claiming an order was placed and a cc was updated with incorrect client info  and is chewy using my client info and cc info in emails to other customers? Those are the questions I want answered.
  chewy denies sending emails then some bad actor is doing this.. but I didnt hear any resolutions..  I suggested closing the account .. Is ********************** going after the imposter and educating the public on the this problem? I think chewy is guilty of slimy business practices..  I would be happy to provide the emails.. if needed.

  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/14/2023

  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.

  On April 9, 2023 (order #**********) I ordered a 25lb bag of Purina Pro Plan Veterinary Diets HA Hydrolyzed Vegetarian Dry Dog Food along with a case of 12 ****oz cans of Purina Pro Plan Veterinary Diets HA Hydrolyzed Chicken Flavor Wet Dog Food. The "Best Before" date on the bag of dry dog food is 2021. I called customer service today and the representative said "I don't know what's going on" indicating this is a repeat issue she has heard before. She advised that she would send me a return label. I advised it's a 25lb bag and I need a box since I recycled the large shipping box it came in. She said "well, I can request one but it could take 7 to 10 days". Once they get the two-year old bag back, then they'll ship a replacement. I am calling my bank to dispute the charge. Distributing food that has been expired for 2 years? I don't want a a replacement, I want a refund so I can take my business and money to a reputable distributor. The canned food is fine and doesn't expire for another year so I will be only be asking for a refund of $110.30 plus tax.

  

  Business Response

  Date: 04/26/2023

  Hi there ****,
  

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

  Thank you for speaking with us on 4/19 about your issue. After reviewing the picture of the product in question, we determined that the expiration date is in ****.
  

  Because of your experience, and because you are a valued customer, we processed a full refund for your order ending in ***** in the amount of $179.50 on 4/15/2023.  Generally speaking, you will see the refund amount credited to the account associated with the payment method on file within 3 to 5 business days, however, that timing may vary based on your banking institution. We also processed replacement orders ending in ***** and ***** on 4/14/2023.  Per your request, we have submitted a return-to-sender request on these packages.
  

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

  Customer Answer

  Date: 04/26/2023

   
  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. Chewy, particularly Rio, was very helpful in resolving this and based on their prompt resolution they have a customer for life.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/13/2023

  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.

  I had 2 separate auto ship orders (one was $66.02 and the other was $109.92) and I put 2 separate 20% off coupons on both of them and it said they were applied. But the next day when the order was actually processed, the 20% off coupons were no longer on either order. So I called and they told me to send a picture of the codes so I did. And ******* responded and says Im only eligible to use one code per household and then proceeds to say she applied to the $66 order. I responded right away, very annoyed that she would only put it on the cheaper order and requested she put it on the $109 order. Then ******** responded saying since it wasnt applied at checkout, I cant use either coupon (which I did apply prior to check out) and apparently Im not elegible to use the coupons at all since I used a coupon BACK IN APRIL 2022. So I then asked again to have the discount moved to the more expensive order especially because I spend thousands in Chewy purchases a year, I think its only fair that they at least allow me to use the valid coupon code on the more the expensive order instead of the cheaper one that they tried to get away with. And then **** responds and says Im not eligible to use any coupons (but I have 2 very valid coupons in my hands) so then I ask AGAIN since they honored it on the cheaper order to just move it to the more expensive order. They didnt respond so I sent a follow up email asking if they are going to fix the issue and still no responses. This is unacceptable and as a very loyal customer, this solution is insulting. I should be able to use both coupons but since they said its only one per household, then I should be able to use it on the more expensive order. Literally all Im asking from them is a $21.98 refund instead of the $13.20 they offered but have still not refunded anyways. After this, I will not be using Chewy ever again. Their customer service is appalling and I feel completely insulted.

  

  Business Response

  Date: 04/18/2023

  Hi ******,
  
  Thank you for reaching out, we are so sorry for your recent experience. At Chewy, we strive to provide a positive experience with every customer. We will review your recent interactions with our team members and will follow up with our agents for coaching opportunities.
  
  I did some digging and I understand that there was some confusion related to a promotion code. The Rx coupon is limited to one promotion per household, cannot be combined with other offers or promotions and cannot be redeemed on past purchases. One of the terms of the coupon Limit one promotion code per household, exhausted the ability to use this discount on future orders. That is why the coupon did not work when you attempted to use it.
  
  After further review of your account, on 2023-04-11, our Pharmacy team offered a final courtesy to honor 20% off your Pharmacy purchase on the most recent pharmacy order ending in ****, due to your experience. Because you are a valued Chewy customer, weve added a $35 eGift card to your account, which you can use towards your next order with us. 
  
  We really appreciate your understanding and thank you for giving us the opportunity to help with this. Please feel free to reach out to us anytime if you have further questions or concerns. Were here 24/7 to lend a helping paw.
  
  Warm regards,
  
  **********************
  Customer Service Manager
  **********************

  Customer Answer

  Date: 04/19/2023

   
  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:04/13/2023

  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.

  I have an order problem and Chewy customer service has been ignoring me. I placed an order for some medication (Order # **********). It arrived damaged, and because we needed the medication in a hurry, we immediately ordered the same medication again in order to get it as quickly as possible (the replacement order was # **********). I was worried that our dog would not have his medication if I contacted Chewy and waited days or maybe longer for them to resolve the problem. I notified Chewy of the problem by email, and they said that someone would call me. I told them that I would happily return the damaged medication to them. Nobody from Chewy called me. On April 12, 2023, I emailed Chewy again, and reminded them that nobody has called or helped me. Again, nobody from Chewy responded.

  

  Business Response

  Date: 04/27/2023

  Hi ***********-
  
  Im sorry about your recent order experience. At Chewy, we strive to provide a positive experience with every customer interaction. 
  
  We reviewed your order ending in ***** and have refunded you for that order. Thank you for confirming that you received the refund when you were on a call with the pharmacy team on 4/17/23. In addition, because of your order experience, and because you are a valued customer, we'd be happy to offer 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

  Customer Answer

  Date: 04/28/2023

   
  Better Business Bureau:
  
  Chewy did issue a refund but for several days I did not know that because I didnt get a phone call from them. It was only after looking at my bank account online that I saw that Chewy had issued a refund. I then received a phone call later on. If I knew that I never would have filed a BBB complaint. I like Chewy. They just need to do a better job with customer communication. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:04/06/2023

  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.

  1333904072-1 I called in yesterday to chewy customer service and was offered a solution of refund or replacement. I chose refund and agent said refund was fully processed. I called back today find out that refund wasnt processed Id like refund processed fully to my original payment method

  

  Business Response

  Date: 04/26/2023

  Hello ***,
  
  I'm so sorry about your recent experience. At Chewy, we strive to provide a positive experience with every customer interaction, and it seems that we dropped the ball here.
  
  I did some digging and was able to locate your order ending in *****. Our system attempted to process an electronic refund for the order on April 4, 2023. Unfortunately, there was an unexpected technical issue that prevented the refund from being processed. A refund was processed on April 6, 2023 to the Apple Pay account. Generally speaking,you should see the refunded amount credited to the account associated with Apple Pay within 3 to 5 business days, however that timing may vary based on your banking institution.
  
  If the refunded amount is not reflected in your bank statement after 3-5 business days, please reach out to ** at ************** with your bank on the line and well  assist you with the refund.
  
  We really appreciate your feedback and thank you for giving ** 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 helping paw. 
  
  Warm **************************************************** Manager
  **************************
  **************
  
  

  Customer Answer

  Date: 04/27/2023

   
  Complaint: 19905058
  
  I am rejecting this response because:

  1333904072-1 I called in yesterday to chewy customer service and was offered a solution of refund or replacement. I chose refund and agent said refund was fully processed. I called back today find out that refund wasnt processed Id like refund processed fully to my original payment method
  
  Sincerely,
  
  *************

  

  Business Response

  Date: 05/05/2023

  Hello ***,
  
  I'm so sorry about your recent experience.
  
  We have made attempts to process a refund for the order ending in ***** using our standard procedure,however these attempts have failed.
  
  At this time, we recommend reaching out to your bank directly to further assist with this charge.
  
  We really appreciate your feedback and thank you for giving ** 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 ***********. 
  
  Warm **************************************************** Manager
  **************************
  **************
  
  

  Customer Answer

  Date: 05/08/2023

   
  Complaint: 19905058
  
  I am rejecting this response because:

   

  Filed bbb complaint regarding 1333904072-1 This order and received a response from **************** **************** manager stating refund was issued to Apple Pay. I talked to my bank and also chewy after 4/10 numerous times and chewy cs agents confirmed refund didnt go through and they issued a check. I called in again on 4/25 and was told my account is closed and I should dispute with my bank ?? Wheres my refund ? Why is chewy lying saying refund was issued. I would like refund back to original payment method or check sent to ***************************************************** I called almost every day and no refund was issued and every one making Excuses after excuses I also escalated this to consumer attorney I want refund issued as in form of check I placed this order under ********************
  
  Sincerely,
  
  *************

  

  Business Response

  Date: 05/16/2023

  Hello ***,
  
  I'm so sorry about your recent experience.
  
  We understand from the above that you have submitted a consumer complaint and to that end, we will be responding to you through that process.
  
  We really appreciate your feedback and thank you for giving ** 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 ***********.
  
  Warm ****************************************************** Management
  **********************

• Initial Complaint

  Date:04/01/2023

  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.

  So first Ive contacted customer service in regards to these fraudulent charges on my account. I was told that they where unable to find any charges or anything in there system with my last 4 of my card # and or my email, or even my paypal account( Which is possible because i dont even have an chewy account). But as you can see from the photo provided someone did use my card multiple times. I was also told that they will send my information to their security team, waiting on a response. I would like to see this resolved asap being that i dont have any money to waste on an app especially when i dont own an animal.

  

  Business Response

  Date: 04/13/2023

  Hi *******,

  I'm so sorry about your recent experience. At Chewy, we strive for positive interactions, and we dropped the ball here.

  We did some digging and can confirm that we have issued refunds for these charges on April 6, 2023. Generally speaking, you will see the refund amounts credited to the account within 3 to 5 business days, 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. Please feel free to reach out to us anytime if you have further questions or concerns. Were here 24/7 to help.
  

  Warm regards,
  

  ******************
  Customer Service Manager
  **********************

• Initial Complaint

  Date:03/31/2023

  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.

  In 2021, I bought 5 SureFeed Microchip Small ********* Feeders (*****************************************************************) via Chewy. After a few months, I found mold forming in the bowl's rim (picture attached). Even scrubbing could not remove the mold. I contacted SureFlap Support ************************* After several weeks they responded (Case # ********) and after 1 month+ they provided me with 5 bowls In January of this year (2023) I realized that the plastic strip which seals the feeder attracts mold and is very susceptible to mold accumulation and is impossible to clean (picture attached). I smelled this mold to confirm and for several days I had burning lung pain, coughing, and wheezing. I contacted SureFlap Support ************************ on 31 Jan 2023 using the same case number (Case # ********) . On 7 Feb 2023, they offered to send me new lids. They never sent me the lids. On 15 Feb 2023 at 10:50 AM Pacific, I called their customer service ************. **** agreed that molds can form and asked me to wash my feeders. Since I wash my feeders every day and the mold is not removable, I asked to be transferred to a supervisor. ***************** up on me. I sent an email to the management and someone from ****** called me on 16 Feb 2023 in the middle of the night and left me a voicemail that they would get back to me in a few days as of today, 31 March 2023 no one has called me back. I am shocked that this company has no interest in ensuring that their product is not harmful to cats and humans. I also contacted Chewy and notified them of this issue and they had not done anything even though they are selling the product.

  

  Business Response

  Date: 04/11/2023

  Hello *****,
   
  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. We recommend reaching out to the manufacturer to further address your concerns.  
  
  We appreciate your feedback. 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: 04/11/2023

   
  Complaint: 19880688
  
  I am rejecting this response because:

  It is apparent that Chewy has not read my complaint in full and has sent me a form response.  If Chewy had taken the time to read my complaint, they would see that I had reached out to the manufacturer several times, unsuccessfully.  It is very sad that Chewy does not care enough about its customers and animals to actually read the information sent to them so they can take appropriate action.

  
  Sincerely,
  
  ***************************** (********)

  

  Business Response

  Date: 04/25/2023

  Hello *****,
  
  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 located your account and understand that you purchased the SureFeed Microchip Small Dog & Cat Feeders in 2021. Unfortunately, these purchases are outside of Chewys 365-day return period. I also understand that you have since received products directly from the manufacturer, and thus, as we mentioned in our prior response, we recommend reaching out to and/or continuing your discussions with the manufacturer to further address your concerns.
  
  Due to your experience, and because you are a loyal Chewy customer, wed be happy to offer you $75 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 appreciate your feedback. 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
  **********************

  Customer Answer

  Date: 04/30/2023

   
  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.  However, you still did not read my complaint.  I want you to contact the manufacturer and let them know about the problem and add a cautionary note for new buyers of this product.  Please note that since you have received this information and acknowledged it, if anyone in the future is harmed by this manufacturer, you have had prior and documented knowledge without taking action.
  
  Sincerely,
  
  ***************************** (********)

• Initial Complaint

  Date:03/25/2023

  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 pet supplies believing in there lies about shipping being a 1-3 day thing. After 3.days I decided to check and see where it was and I found out it is another 3 days out. They shipped it from the East Coast and sent it ground delivery so it will take a week. The company rep started to explain sometimes you have delays in shipping, but really because they have choose the cheapest shipping instead of the correct shipping it isn't delayed it's just slow..If they wanted to send from a company far away they should have explained items are delayed and may take up to a week to get. But they do not do that, they let you believe you will receive your item in 3 days and take your money then when it's not there they try and give excuses about how they had to send it from far away and I should just be understanding that it's hard on them. Well what about the pet I'm feeding or getting warm with the product I ordered. How do I explain to a pet, sorry you can't eat today, because I believed a company when they said it would ship and be here and actually that was a lie.. now since it's "in the mail" it's lost in the world and traveling in the slowest way possible. So I'm stuck with no product and no money to feed and keep my pet warm. If my animal that cost 250$ dies because it's cold and I believed the item I needed would be here when they said it would. That's unfixable! This company isn't shipping socks, they are shipping supplies for living creatures. If they claim it will be shipping they need to stand behind that. Not make excuses about how shipping gets delayed. I don't want to hear stories about how at Christmas time things in the mail move slower, or anything else like that. An excuse is an excuse. It does no one any good, it solves no problems and honestly all it does in the end is make people mad or unhappy. Solutions and problem solving is what I want to hear from someone when there is a problem. Not excuses. And excuse doesn't feed a dog, or keep a pet warm!

  

  Business Response

  Date: 04/07/2023

  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.

  The products from your order were shipped from the closest warehouse with the inventory in stock to fulfill the order. 

  I was able to locate your most recent order ending in ***** placed on March 23, 2023. I can confirm that this order shipped on the same day. Lastly, I can confirm via ***** tracking that your order was delivered on March 28, 2023.

  As a courtesy, we processed a partial refund for this order.  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 after the date it was processed, however that timing may vary based on your banking institution.

  We really appreciate your feedback and thank you for giving us the opportunity to help with this. If you have any questions, please don't hesitate to reach out to us. We're here 24/7 to lend a ***********.
  Warm regards,
  
  ******************
  **************** Management
  **********************

• Initial Complaint

  Date:03/25/2023

  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 feel targeted by this company. I had a few accounts when I was managing multiple animals to keep them separate. I deleted those other accounts eventually and only use one account/email but every time I place a simple order, I am asked to call ans verify my SAME information and most of the time the customer service rep tells me it is all set but its not. I have to call 2-3 times before getting my order. They also tell me my phone number is linked to other accounts and like I said, I deleted those accounts so not sure why this keeps happening and why they have decided to give me a hard time. They charge my card and then dont deliver my order unless I jump through hoops!

  

  Business Response

  Date: 04/06/2023

  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 in to Chewy, we
  must verify your account information before we can assist you. Please also note that we only charge a card when an order has shippedhowever, depending on your banks policy, you may still see a hold or pending authorization on your account for orders that are canceled. If your order does not ship, the hold/authorization will expire or fall off your account, the timing for removal of the authorization/hold depends on your bank.
  
  I did some digging and located 11 active accounts with the information you provided, and additional accounts were identified as being associated with those active accounts. Furthermore, the account associated with the email address provided in your complaint is currently inactive. We would be happy to deactivate the active accounts to ensure that you are set up with one account. Please give us a call at ************** at your convenience or before placing your next order, and a supervisor will be happy to assist you with deactivating the other active accounts.
  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
  
  **********************