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. has 6 locations, listed below.

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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:03/24/2023

  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 purchased a dog crate specific to needs of mastiff that has broken out of wire crate. The purchase date was March 23, 2023. I decided to purchase from Chewy as opposed to Amazon due to the 1-3 business day delivery promise. I phoned Chewy after placing the purchase and the gentleman told me that I should receive by Monday the 27th.Today, I received an email stating that I would not received until the 30th. When checking the ***** link, it states Friday the 31st! This is over a week from my purchase date!!!! Again, I decided to use Chewy solely based on the 1-3day delivery promise.Ive just ended a call with one of your customer service reps who offered to refund or wait. This is an emergency situation where Ive finance the payment through Affirm. It is a $400 purchase. I do not have another $400 laying around to try to purchase through Amazon, as my better judgment tried to tell me to do. However, I wanted to support Chewy, being that they offered the 1-3 days delivery promise.This is false advertising, deceptive business practices, and fraudulent.

  

  Business Response

  Date: 04/07/2023

  Hi there ******,

  
  I'm so sorry about your recent order experience. At Chewy, we strive to provide a positive experience with every customer interaction, and we dropped the ball here. 
  
  I understand the importance of having an order delivered on time,and how this delay may have inconvenienced your pet family and your personal schedule. 

  Thank you for taking the time to speak with me.  As we discussed, I was able to locate your most recent order ending in ***** placed on March 23rd, 2023. I understand there was a shipment exception/delay due to the weather. I can confirm via ***** tracking that your order was delivered on April 1, 2023. 

  As discussed, as a courtesy, we processed a partial refund for your order. 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 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 helping paw.

  Warm regards,

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

  Customer Service Manager

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

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

• Initial Complaint

  Date:03/24/2023

  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 placed an order with Chewy on March 23. My original intent was to purchase a single item but when I was informed that if I increased my order total and met a specific minimum, I would receive free 1-3 day shipping. Considering that i needed my order rather quickly, I added a few things to hit the minimum in hopes I would expedite my order and at no additional charge. Win-win I thought. Unfortunately, I was notified after completing my order that I would not receive my items for more than a week. When I reached out to Chewy support I was told that this was out of their control and placed blame on the shipping company. The problem with that is they do not disclose any of this information. The only disclaimer that exists is that this offer does not apply to PO Boxes or International shipping, neither of which apply to my situation. This tactic is deceptive and qualifies as false advertising.

  

  Business Response

  Date: 04/05/2023

  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 understand that when you, a valued customer, make a purchase from our site, you expect to receive your product in a timely manner, ready for your pets to enjoy, and how delayed delivery may inconvenience you and your pet family. I did some digging and was able to locate your most recent order ending in ***** placed on March 23, 2023. I can confirm that your order was shipped on March 23, 2023, from the closest warehouse with the inventory in stock to fulfill your order, and I understand that your order was delivered on March 28.  
  
  As a courtesy, I processed a full refund in the amount of $54.95 for this order on March 23, 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 after the date it was processed, 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 lend a helping paw.
  
  Warmest regards,
  
  Rio S.
  Customer Service Manager
  **************************
  **************

• Initial Complaint

  Date:03/23/2023

  Type:Customer Service 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 Chewy's website, they have a privacy preferences page. There is a toggle called "Do not sell or share my personal information (also called opt out of targeted marketing)." This toggle does not work. After enabling the toggle and refreshing the page, it is immediately disabled again.I called into Chewy's customer support line to make sure this option was permanently set so I was opted out, and they were also unable to get it to work. This is a clear violation of my privacy rights and should be prosecuted as such.

  

  Business Response

  Date: 04/06/2023

  Hello ****,
  
  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.
  
  Thank you for taking the time to speak with me and for giving Chewy the opportunity to make this right. I understand from our call that the issue has been resolved. As we discussed, if you are using a private browser window (such as Incognito or InPrivate or Private modes) when selecting your preference, your preferences will not be saved when the browser is closed.  Please note that if you delete cookies, or reset your device in the future, you may need to set your preference again to ensure we continue to honor your preferred choice.
  
  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 **************************************************** Manager
  **************************
  **************

• Initial Complaint

  Date:03/22/2023

  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.

  My cat is on a pretty heavy tranquilizer called Amitriptyline. It's very traumatic for him and us to try to give him pills. I discovered this "transdermal" form of the medication at Chewy, so I've been getting that for about the last year. Chewy has been continuously late securing a prescription to where ****** has had to go several days almost every month lately. The tube has a line that tells you when to reorder. I do know that some of the problems have been caused by a "Screwy" Chewy policy. My Vet, last time we were there, told me that he'd give us a four-month supply. I got it filled at Chewy and, indeed, the tube stated that I had 3 refills remaining. At the end of the month, I ordered one of those refills. When that tube arrived, it stated that I had 0 refills left. The next month when Chewy tried to secure another prescription, the vet did not respond apparently out of the belief that I had 2 refills left and there was some confusion there. Chewy never bothered to contact me after several days to inform me of the trouble they were having getting approval. When you order this med. It comes in a 3 ml tube. That is the smallest quantity you can get. Chewy tried to explain to me that somehow each ml is a refill in itself. The initial fill is a 3 ml tube, but the refills are 1 ml tubes that you don't even carry.? That'd be like you going to your doctor and getting 30 Claritins with 3 refills and when you go to get it refilled, to have the pharmacist say, "Ok, ten of these is one refill and ten is another and ten is another, here's your thirty pills, you have no refills left". It states that it normally takes one to two days to secure a prescription. If it doesn't happen in 3 or 4 days, Chewy should be contacting that customer so that the pet doesn't have to dangerously go days without needed medication. Chewy then tried to blame our vet, but I saw the proof of fax transmission. It appears that Chewy is about the only company that has these transdermals.

  

  Business Response

  Date: 04/03/2023

  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 history, and one of our pharmacists has been attempting to reach you by phone to explain your order experience. 
  
  We would like to refund you for your order ending in ***** that is out for delivery as of 3/31/23. 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

• Initial Complaint

  Date:03/21/2023

  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 incurred multiple unauthorized charges on my credit card over the last year. I reached out for help through the live chat since I have a disability that prevents me from speaking or using TTY effectively. The agent disclosed unknown addresses and phone numbers, with which I confirmed I was not associated. They informed me they could not help unless I called them over the phone, to which I repeatedly informed them and their supervisor of my inability to do that. Feb 2022 $49.94 March 2022 $28.99 June 2022 $27.78 & $30.01 Sept 2022 $28.18 March 2023 $30.55 I have never created any accounts with Chewy's or authorized any transactions. The presence of multiple accounts using my payment information without my consent indicates fraudulent activity. I have not received any products or services from Chewy's during this period, further supporting that these charges were unauthorized and made without my knowledge.

  

  Business Response

  Date: 04/10/2023

  Hi *******,
  
  I'm so sorry about your recent experience. At Chewy, we strive to provide a positive experience with every customer, 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 located the unauthorized charges you disclosed.  We  issued a refund for these charges on March 21, 2023. Generally speaking, you will see the refund amount credited to the account associated with the payment method used 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 lend a ***********.
  
  Warm regards,

  Aramis B.
  **************** Manager
  **********************

  Customer Answer

  Date: 04/11/2023

   
  Complaint: 19629409
  
  I am rejecting this response because:

   

   Im aware the refund for March was processed for one purchase. Note there is more than one purchase that took place, I listed the dates and amounts in the original complaint. 
  
  Sincerely,
  
  ************************************

  

  Business Response

  Date: 04/21/2023

  Hello there *******,

  I'm so sorry about your recent experience. At Chewy, we strive to provide a positive experience with every customer, and we dropped the ball here.
  
  I can confirm that as of April 16. 2023, refunds have been processed for certain of the referenced orders please note that we are not able to process a refund for any referenced order/transaction that is over a year old. Generally speaking, you will see the refund amounts credited to the account associated with the payment method used within 3 to 5 business days after processing, 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 lend a ***********.
  
  Warm regards,
  Aramis B.
  **************** Manager
  **********************

• Initial Complaint

  Date:03/17/2023

  Type:Customer Service 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.

  Chewy.com continuously cancels my orders and gives no indication as to why they are being cancelled, I have to call in and go through a "verification" process every single time which never seems to result in anything. I am requesting chewy.com to allow me to use my account and place orders.

  

  Business Response

  Date: 03/30/2023

  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.
  
  We did some digging and understand that the verification checks were an added layer of security designed to protect unauthorized purchases, and were required due to the fact that our system identified two Chewy accounts with matching information.
  
  We really appreciate your understanding and thank you for giving us the opportunity to help with this. Please feel free to reach out to us anytime if you have further questions or concerns. Were here 24/7 to lend a ***********.
  
  Warm regards,
  
  ****************
  Customer Service Manager
  **************************
  **************

• Initial Complaint

  Date:03/08/2023

  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 received two different orders with severely damaged cans.Order #********** $289.04 8 cases of food Order # ********** $157.18 8 cases Notably, the company shoved all of these cases of food in one large box which made it impossible to lift given the heavy weight. Upon requesting a replacement, the company placed an order for three cases of food at no charge. Order #**********, Order #**********. However, the company canceled these orders without notifying me, sending a return label or box for the damaged food.At this time I have requested the company send me the replacement food, charge my card, send a box and return label for the damaged food. I have been on the phone for approximately two hours with no resolution in sight. I also requested an email from ******** in the ********* ******* location to send an email documenting that she would place another order, send a mailing label in the box. After staying on the phone for additional 54 minutes, I did not receive the email. Chewy.com is engaging in unfair and fraudulent business practices by charging for inferior products and refusing to replace the food, provide a refund or collect the food and send a replacement.

  

  Business Response

  Date: 03/22/2023

  Hi *******,

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

  As noted in previous communications, we ask that you return the damaged items to us, and once we receive the items we can issue a refund. Generally speaking, once the returns are processed, 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 have submitted a request to mail a return label to you, once you receive the label in the mail, simply pack up the items, attach the label, and send it back to us.

  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

  Customer Answer

  Date: 03/24/2023

   
  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:03/06/2023

  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.

  On January 26, 2023 Chewy sent an e-mail saying they were going to send me an autoship order for some flea drops; the same day Chewy sent another e-mail saying the order was declined. The card on file for the autoship had expired. They sent another e-mail on January 28, 2023 saying the same thing "your payment was declined and the order would be cancelled in three days". I had not seen the first two e-mails sent because the cat I had these ordered for was hit and died on January 14, 2023. So when I saw the e-mail from the 28th I figured the order was cancelled. Then Chewy somehow charged my account on January 31st, 2023 for a total of $295.37. On February 2nd I sent an e-mail to start a return; they e-mailed me back twice saying they would send the return request to their pharmacy for review and then said I needed to send a reason why I did not want the flea drops. I had also done a live chat with someone to tell them my cat was not with me anymore the day before so I figured they would have known the reason for return. I also had received flowers from them on February 2nd for my deceased cat so when I e-mailed them back I thanked them for the flowers and that my cat had passed was the reason for the return. I did not get any phone calls or e-mails back for awhile so I started calling the ***** Chewy number. First time I called I was told I did not have to return the order and the $295.37 would be refunded. A week went by and no refund or no message from Chewy. I called again and was told it was a glitch in their system and they would start the refund again; another week went by and heard nothing. After about four more calls a representative finally admitted it was because the debit card on file had expired which I still don't understand how they put the charge through in the first place. As of today I was told on February 20, 2023 they were sending a check in the mail but have not received or heard anything.

  

  Business Response

  Date: 03/20/2023

  Hey there *****,
  
  I am so incredibly sorry to hear about the passing of your beloved little one. There are no words to ease the sorrow from the loss of your special friend, but I share our deepest condolences from everyone at Chewy. Im sorry I was not able to reach you by phone on 3/16 or 3/17 or by email on 3/16.
  
  I want to apologize for your experience regarding this pharmacy refund during this difficult time. I can see there was an active autoship order that processed on 2023-01-26. I can confirm this auto ship order has been cancelled and will not process again.
  
  I did some digging and was able to locate your order ending in - ****. Our system attempted to process an electronic refund for the order in the amount of $295.37, four separate times on 2023-02-07, 2023-02-13, 2023-02-20, and 2023-02-21. However, there was an unexpected issue preventing the refund from being processed electronically. Because the refund could not be processed electronically, a check in the amount of $295.37 was mailed via ***** on 3/17 to the shipping address on file. The estimated delivery for this check is 3/20.
  
  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 email, chat, or give us a call at **************.
  
  Warm regards,
  
  **********************
  Customer Service 
  ********************** 

• Initial Complaint

  Date:03/03/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is ***********************. This formal complaint is to o?cially document and communicate the fact that I do not wish to do business with Chewy, Inc., its a?liates, or subsidiaries now or in the future. Your company has began sending me unsolicited junk mail offering me discounts for your service. I am not interested in doing business with your company now or in the future. Please remove me from your mailing list permanently and immediately. I need a written con?rmation that you received this letter and that you will no longer send me mail or junk mail to my address on ?le or that is the subject of this formal complaint. In closing, I need this acknowledgement from your company within two weeks from the date of this formal complaint citing the date I was removed from your mailing list? If you fail to respect my wishes and or decide not to comply with my request. I will seek to resolve this matter with more formal proceedings.

  

  Business Response

  Date: 03/08/2023

  Hi *****, ? 
  ?? 
  At Chewy, we strive to provide a positive experience with every interaction, and we dropped the ball here.? 

  I can confirm that on  March 3rd, 2023, I submitted a request for the address you provided to be removed from Chewys direct mail promotions.? 
  
  Please note that while your address has been added to the do not mail list immediately, the direct mail promotions process operates on an advanced schedule, which is partially due to the lead time required for printing, and therefore you may receive additional mailers over the next two months, if those were already in cue. However, your address will be scrubbed out of future mailings thereafter.? 
  
  If there's ever anything else we can help with, please let us know. 
  
  Warm regards, 
  
  ************? 
  Customer Service?Management 
  Chewy 

  Customer Answer

  Date: 03/08/2023

   
  Better Business Bureau:
  
  I temporarily acknowledge this businesses response pending proof that the task has been completed by absence of being sent unsolicited mail.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/03/2023

  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.

  Sent in 2 prescriptions for 2 eye drops and even though their site let me order it they called and said the Tacrolimus could not be filled because they dont carry it. I was advised more than a week ago that it would be sent but I still have not received it and my dogs eyes has gotten worse.

  

  Business Response

  Date: 03/22/2023

  Hi ****-

  Im 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 March 17th regarding your order ending in *****. While the prescription you mailed in was for one medication, you placed an order for a similar-sounding, but different medication, hence the confusion. The prescription you mailed in was for a medication which we do not carry. Thank you for letting us know that you received the prescription back and were able to fill it at a different pharmacy. 

  Because you are a valued customer, we'd be happy to offer 25% 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