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

  40 Dauphin Dr Mechanicsburg, PA 17050-8521

• 

  Chewy, Inc

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

• 

  Chewy, Inc.

  3251 Hollywood Blvd Hollywood, FL 33021-6942

  

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:03/01/2023

  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.

  I clicked on a dog *** test and did not realize it went into my basket. If I had, i would have deleted it.I had purchased a 6 month supply of Trifexis and put on auto delivery. IT WAS A 6 MONTH SUPPLY, and did not realize the auto delivery reset to every 3-4 weeks. So I then received another 6 month supply within the same period I called Chewy the day it arrived and asked that they send me a return slip, as I'm handicapped and do not have a printer. This was **** 6.I am on SS and do not have the extra several hundred dollars charged. I was told I would receive in 4-7 days.I now have over 15 emails and call follow **** each time telling me they would order another slip to be sent, That they have sent follow up messages to the warehouse and TWICE it has been elevated for a Supervisor to follow up.I have had to come up with 2 payments on the charge card when I don't have the money and don't feel this was completely my fault.I think this might be a scam, where they keep sending product every few weeks and make it impossible to return it.I was told I only had 30 days to return and we are going on TWO MONTHS of begging for the slips. The *** was sent to my printer, but nothing was ever sent to me for the TRIFEXIS.

  

  Business Response

  Date: 03/13/2023

  Hi *****-
  
  Im sorry about your recent order experience. At Chewy, we strive to provide a positive experience with every customer interaction.
  
  I was able to locate your order ending ***** that was placed on January 20, 2023. We attempted to contact you on March 6th to provide you with the ***** tracking number ending -6350 for your return labels. We were unable to get in contact with you and forwarded this information to your email address on file. Once our warehouse facility receives your returned items, you will be refunded for the price paid.
  
  Generally speaking, once the refund is processed, you will see the refunded amount credited to the payment method used for the order within 3 to 5 business days of receipt of the return, however that timing may vary based on your banking institution. 
  
  We really appreciate your feedback and thank you for giving us the opportunity to help with this. If you have any questions, please don't hesitate to reach out to us, we're here 24/7.
  
  Regards,
  
  ***************************, Pharm D
  Pharmacist

• Initial Complaint

  Date:02/27/2023

  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.

  Since she we've been in business they've been stealing $4.99 fees for shipping when they say they've been paying for the fees and not true at all $49 or higher is free shipping lower than that. You have to pay for the shipping out of your own pocket and I've been doing that since it was **********************. I found out yesterday that they gave me one time courtesy credit and they're doing it everybody that there will not return the shipping fees after you pay for it out of your own pocket. They've been scamming people for many many years since they've been in business and you're going to let us go on with them. If you keep doing this I'm going to turn you in and then I'm going to *** you for liability. You're not helping me and I'm going to *** ********************** and getting a lawyer and I'm going to *** you going to help me out. This is ******** I did get my money back all of it including the fee for a shipping fee. I didn't pay less than that and I'll show you my receipt in everything It was down over the phone. They have transaction in my phone call I did get the money back though I put something in my cart just to show you example of what the fee is for the shipping and what the difference is and what I paid for and how much the free shipping is. I did example of that for you guys to look at the examples. I'm sending photos of that

  

  Business Response

  Date: 03/09/2023

  Hi ****, 

  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.  

  Thank you for taking the time to speak with me. As we discussed, we apologize for the confusion regarding our shipping fees. As noted on our website, if the subtotal of the order is $49.00 or more, the order qualifies for free shipping. If the subtotal of the order is under $49.00, there is a $4.95 flat rate shipping fee. As we also discussed, and as stated in your complaint, as a courtesy, we issued a full refund 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 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 Manager  
  ********************** 

  Customer Answer

  Date: 03/13/2023

   
  Complaint: 19503020
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

   

  They need to be Held responsible for their actions if you don't just need to be taken to court.

• Initial Complaint

  Date:02/24/2023

  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.

  Two months in a row, I have received a significantly incorrect order with much less than what was purchased and paid for.

  

  Business Response

  Date: 03/08/2023

  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.  

  I understand two of your recent orders from us may have contained the incorrect size of a product you ordered. I did some digging, and I can confirm that we processed replacement orders (order ending in ***** and order ending in *****) for the correct size of the product, and I can also confirm that ***** tracking shows that these replacement orders have been delivered. 

  As a courtesy, due to your experience, wed be happy to offer $20 towards your next purchase from us. Feel free to give us a call at ************** before placing your order, and a supervisor will be happy to assist you with redeeming this offer. 

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

  Warm regards, 

  ************ 
  Customer Service Management 
  ********************** 

• Initial Complaint

  Date:02/22/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order in November of 2022 and set up an Auto Ship to be sent in 12 weeks. When I set up the Auto Ship it stated that I would be shipped 2 Bags of Dog Food at $47.87 per bag. I checked on my upcoming Auto Ship today and it states that I will be charged $75.99 per bag. I contacted Chewy on Chat and explained the situation and asked that they honor the price of $47.87 per bag on this upcoming Auto Ship and provided them a screen shot that I had taken when I set the Auto Ship up showing this price. I was told that prices change and there is nothing they can do. I then called their customer service # and again explained the situation. I asked the customer service rep if she could honor the price I was promised and was again told that prices change and there is nothing they can do. I was really sad how the customer service reps just shrugged this off and didnt really seem to care one way or another.I do understand prices change however when I am told that my next order is $47.87 per bag I would expect that to be honored and the price change to occur on the next order. I am really disappointed that the company will not honor the price I was told I would pay for the upcoming Auto Ship and I will be looking for a new store that I can trust.

  

  Business Response

  Date: 03/15/2023

  Hello *****

  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.

  Thank you for taking the time to speak with me and giving Chewy the opportunity to make it right.  As we discussed, the price of your previous Autoship order included certain promotions and discounts, which were not applicable to your recent Autoship order. As a one-time courtesy, because you are a valued customer, I applied a discount to that Autoship order.

  We note that prices can fluctuate as we stay competitive with other online retailers, however, for reference, we send a reminder email prior to your next scheduled Autoship order, and that email will include the most up to date price for items in your order, and also provides information on how to manage that order (i.e., add or remove items,skip shipment, etc.). Your payment method will be charged once your Autoship order is shipped.

  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: 03/17/2023

   
  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.
  The company honored the Auto Ship price that was promised .
  Sincerely,
  
  *********************

• Initial Complaint

  Date:02/22/2023

  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.

  I placed an order on 2/3/2023 through my app (order # **********). The order total showed $161.51, but with the way my bank account is set up I immediately received a text saying $175.24 was withdrawn from my account. I have screen shots from the exact same minute of the variance and chewy refuses to acknowledge its a problem. I messaged them about it immediately and they referred me to the order history that now shows the total that was charged to my card, but thats NOT what I agreed to when submitting my order. They wont help me or acknowledge that its a problem. The only reason I took a screen shot of this order total is because I had the same issue in December. I reached out at that time advising of the issue and seeking resolution (I only knew ahead of time with that order because it was going through Apple Pay rather than my card directly), but their solution was to place a manual order and rather than me ordering through the app. Ultimately, I placed the order online through the website and was charged the price listed in my cart as the total. I assumed itd been corrected and felt okay placing an order two months later. Apparently the issue wasnt corrected. And regardless of the fact that I reached out about the same issue in December with screen shots from both the December order and charges and February order and charges they just continue to tell me Im wrong rather than admit there may be an issue with their app. I have screen shots from both instances to prove that Im not trying to milk them for the $10ish difference, but the fact that their denying any responsibility and telling me Im wrong is not okay. The images Ive provided of the total advertised and the total charged are screenshots of screenshots so that you can confirm date and time. The screenshots of emails provide that information within the body of the email. Please let me know if you have any questions.

  

  Business Response

  Date: 03/14/2023

  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. 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, which includes estimated taxes. 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. Once your order is packed and shipped, we process a final charge for the order, including the actual tax amount, and we inform your bank or credit card issuer that the order is complete, and they can release any authorizations or holds for the order.
  
  Additional details and information on our Autoship process and payment process can be found on the Frequently Asked Questions (FAQs) page of Chewy.com.
  
  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 Management
  **********************

• Initial Complaint

  Date:02/17/2023

  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.

  I received a coupon code from chewy. It is not yet expired, I have met the order minimum required to use it, and yet when I attempt to use it it tells me it is invalid. This is not the first time that this has happened. The last time this happened to customer service representative had to reissue me a code because they keep issuing me bad codes. At this point I don't believe that chewy actually has any intention of allowing people to use these codes unless they push back against the company for it. This is supposed to be a customer retention code. A welcome back offer. The fact that they have barred me from using it despite the fact that it has never been used before and it was sent specifically to me to be used by me is ridiculous. When I contacted support about this I was told to give them a phone call. I advise that a phone call is not possible as I am hearing impaired. I was told that I need to either invite a friend into my home to make a phone call in my behalf to use this coupon code or that I would need to pay for a third party relay service because chewy does not actually offer any accessibility features on their website for the hearing impaired. They have given me no option except to make a phone call which I have repeatedly stated I cannot do. At this point the company is false advertising by sending out erroneous invalid coupon codes, gaslighting the people who tell them the Code does not work, and actively discriminating against a disability. To say I'm beyond disappointed and how chewy is handled the situation is a complete understatement. I have been a regular customer of ********************** and the fact that this is how they retain that customer is disgusting. I just want my coupon code replaced with one that actually works.

  

  Business Response

  Date: 03/08/2023

  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 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. As a courtesy, weve added a $30 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 ***********.

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

• Initial Complaint

  Date:02/16/2023

  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.

  As a first-time dog owner, I purchased heartworm and flea medication for my miniature schnauzer. I purchased it from Chewy thinking they were affordable. I then got myself another miniature schnauzer so I needed to find somewhere else that was affordable to purchase the flea and heartworm meds. Thankfully I did! As months went by Chewy decided to charge my account for the flea and heartworm meds. I did not authorize this transaction. I received the package and I reach out to them immediately and was told no refund due to meds being prescribed. I explained my situation and well I was told no refund. I offered to send the package back but still declined. I was told that I had an automated shipment charge transaction. I never received a notification that my automated payment was being processed. They just proceeded with it. I have automated process payments for many different companies and all have notified me about my upcoming payment. Chewy did no such thing. I want my refund and they can their package back.

  

  Business Response

  Date: 03/01/2023

  Hi ****,
  
  I'm sorry about your recent order experience. At Chewy, we strive to provide a positive experience with every customer interaction.
  
  I was able to locate your order ending in ***** that was placed by an auto shipment on January 6, 2023. When your next Autoship delivery is coming up, we send an email reminder that includes the most up-to-date prices for the items in your order. We also follow up with a thank you email confirming the order and providing the delivery information and date.Your auto ship order was confirmed with the email on file associated with your account on January 6, 2023 once the order was approved.
  
  We really appreciate your feedback and thank you for giving us the opportunity to help with this. Because you are a valued customer, wed be happy to offer you a 20% discount on a future 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. If you have any questions, please don't hesitate to reach out to us. Were here 24/7.
  
  Regards,
  
  ***************************, Pharm D
  Pharmacist

• Initial Complaint

  Date:02/15/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 13, 2023 I noticed a transaction for $148.72 from Chrewy.com on my ********* app. I dont own any animals, but my ex used to use them to order food for her dogs, several months earlier when she and I were still together and she was living with me. I immediately reached out to Chewy customer service to let them know that the charge wasnt authorized and that my ex was fraudulently using my debit card without my knowledge or consent.Chewy customer service acknowledged the debit card was mine, not hers, and that the charge wasnt made by me and that they knew the name on the card was not hers, but that because her account was in her name (since it was her dogs) they would continue to charge me whenever she ordered things. If I wanted to dispute it, Id need to reach out to my bank and file the charges that way. Chewy would continue to knowingly and willfully engage in fraudulently using my card as long as my ex wished to.So I reached out to ********* to report the charge as fraudulent. Unfortunately theres no way to talk to a human about this at all. Theres a web page with a couple of check boxes, to file a dispute, but no way to actually reach a human and describe the situation. (Dispute was numbered: *******) In the time it took SoFi to research the fraud claim, the package from Chewy arrived. (Apparently it was still sent to my mailing address.) I immediately marked the package as refused and returned it to Chewy.This is despite:My ex not living with me My ex not having my consent to use my card Me having informed Chewy that this was a fraudulent order Me having refused and returned the package to Chewy And so now Im stuck paying for something I never ordered, from a merchant who knew the order was fraudulent before shipping it, which was returned unopened to the merchant.I want my money back. I want my ex blocked from using my card.

  

  Business Response

  Date: 02/24/2023

  Hi 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.

  Thank you for taking my call today. Per our conversation, I located the referenced order on the account. The order ending ***** was returned to Chewy on Jan 19th, 2023, and received on Jan 23rd, 2023.
  I have processed a refund in the total amount of $148.72 for the order ending in ***** on Feb 16th, 2023. Depending on your bank or lender, you should see those funds ************** 3-5 business days of the process date.

  We appreciate your understanding and thank you for allowing us to help with this. Please feel free to reach out to us anytime if you have further questions or concerns. We are here 24/7 to lend a ***********.

  Warm regards,
   
  ************
  Customer Service Management
  Chewy

• Initial Complaint

  Date:02/11/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Feb 10, 2023, I placed on order on Chewy. The order number is ********** and the order total is $37.88. Once I placed my order, I received an email from Chewy because it said need to verify my information to proceed my order. I called Chewy immediately and provided all the information it needed. The customer service staff said I was all set and my order will be shipped soon. However, today I tried to log in to my account and I found my account is suspended and I cannot log in. I called Chewy to ask why and the agent did not the reason either. Now I want Chewy restore my account and ship my order ASAP.

  

  Business Response

  Date: 02/24/2023

  Hi there *******, 
  
  We are so sorry for your recent experience. Here at Chewy, we strive to provide top-notch service with every interaction. We will review your most recent interactions and follow up with a coaching session for missed opportunities. 
  
  I did some digging and was able to locate your order ending in *****, placed on February 10, 2023. I understand that we needed to verify certain information before processing your order, and that the order. Unfortunately, it seems that the information provided to verify your account was linked to other Chewy accounts, and as such, your order ending in ***** could not be processed as it was not eligible for first time discount that was applied to the order. Additional details and information on promotions can be reviewed at Chewy.com. 
  
  We apologize for any confusion. If you would like to reprocess the order without the discount, please give us a bark at ************** and well put our paws to work. 
  
  We appreciate your feedback and thank you for allowing us to help with this. If you have any questions, please, do not hesitate to reach out. We are here 24/7 to lend a helping paw. 
  
  Warm ************************************************************ Management 
  ********************** 

• Initial Complaint

  Date:02/07/2023

  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 made an order on Feb 3rd for my dogs prescription. On Feb 7th they emailed me to say my vet couldnt locate my pet in their system. I called the vet and found out Chewy sent my prescription in with no last name or phone number. The vet had no idea who it was or anyway to pull it up. I had to call Chewy to request they send the prescription in with a last name like any sensible person would know. They tell me the order was cancelled and I have to make a new order. Then I'm told it will be more expensive because a coupon I used is now expired. I had to ask to speak with a manager multiple times. Finally got the manager who said the coupon was for first time orders and this wouldn't be considered a first time order because the cancelled order was my first time order. (different excuse than it being expired) They was willing to lose a $300 sale and a customer over a $20 coupon. You can tell these people work for an hourly wage and have no financial investment in the company. Even the manager had the same attitude. No common sense at all. No concern for getting a prescription that my dogs needed to me in a timely manner, just wants to tell me it's my fault they didn't use a last name on the prescription. Again, common sense says if you don't have my last name perhaps you should just ask instead of sending a first name on prescription request to a vet. They had no problem emailing me afterwords, they could of emailed to get the correct information instead of cancelling my order. They also could of just placed a new order and honored the same price instead of wanting to charge me more on top of all the inconvenience they caused. If anything they should of been offering me a discount for their stupidty and wasting my time rather than wanting me to pay more.

  

  Business Response

  Date: 02/28/2023

  Hi *****,
  
  I'm sorry about your recent order experience. At Chewy, we strive to provide a positive experience with every customer interaction. 
  
  I was able to locate your order ending in *****. It appears when your order was originally sent for authorization, it was denied by the clinic because they did not have your last name. We updated your records to include your last name and phone number, and placed your order on February 7, 2023, which was then cancelled by you. 
  
  Our pharmacy team has attempted to contact you to see if youd like to proceed with the order, but has not been able to connect with you. 
  
  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. Were here 24/7. 
  
  Regards,
  
  ***************************, Pharm D
  Pharmacist
  Chewy

  Customer Answer

  Date: 02/28/2023

   
  Complaint: 19348339
  
  I am rejecting this response because:  no resolution was offered, I'm basically being told I cancelled it when I know I didn't.   The order was absolutely not cancelled by me.  I was told it was automatically cancelled when a vet denied the prescription.  I believe your calls are recorded so they can be pulled up.  As I stated I was told I would have to place a new order but when I tried to do that I was told you would not honor the price I previously had because the coupon was for first time orders and the new order would technically be my second order even though the first one was cancelled due to no fault of my own.  I even asked to speak to a manager and she was just as rude about it.  I have not received any contact from you but feel free to email me so there's no concern of me missing it or you dialing the wrong number.  
  
  Sincerely,
  
  Missy ***