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.

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

• 

  Chewy, Inc

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

• 

  Chewy, Inc

  2815 Watterson Trl Louisville, KY 40299-3868

• 

  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:04/30/2025

  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.

  This is a complaint to Chewy. First of all let me say that the customer service is always great. Nothing wrong there. I am not seeking money, just communication. If you will please check Question Reference # ******-052273 this will explain the long chain for a tax exemption on all the consumables products I purchase from Chewy. I have filed this several times with Chewy ****** *., *************** Accounting Liaison, and have made the correction for a signature and validated the form submitted as being correct. Then, I have also contacted the ****************************** and forwarded their response, that I am using the official form for tax exemption as was requested by Chewy Accounting. **************** from ********************** has forwarded this numerous time to the Accounting and their supervisor. Please add tax emption to my account. Since ********************** is headquartered in multiple states, going through the BBB is the easiest route to get attention to this matter without further outside departmental request. Can you please help??

  

  Business Response

  Date: 05/05/2025

  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. We are reviewing your recent interactions with our agents and will follow up with the agents for a coaching session for any missed opportunities.

  Thank you for taking the time to speak with us. We appreciate the opportunity to better understand the issue regarding the tax exemption certificate from the state of ********. As we discussed, our team is currently reviewing the documentation you provided. We will follow up with you as soon as the review is complete. We truly appreciate your patience as we work to resolve this.

  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.

  Warmest Regards,

  ***** B
  Customer Care Manager
  **********************

  Customer Answer

  Date: 05/10/2025

   
  Complaint: 23270657
  
  I am rejecting this response because: Pending decision by Chewy's ********************** regarding accepting the suppled tax emption form supplied to them more than 2 weeks prior to the complaint being filed, and this can take up to 15 business days. Due to the complaint response needing to be replied to within 10 days, per BBB policy, I am not able to close the complaint at this time. A Chewy liaison has contacted me and is personally helping to resolve this. I am hopeful they will correct this with Chewy's accounting soon. Most companies do the tax exemption over the phone immediately.
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 05/16/2025

  Dear ****,
  
  Thank you for your continued patience. We sincerely apologize for the delay in reviewing the Missouri tax certificate you submitted.
  
  Our team is actively reviewing the documentation, and we expect to have an update for you soon. We truly appreciate your understanding and ongoing communication as we work to resolve this matter.
  
  Your feedback is important to us, and were grateful for the opportunity to assist you. If you have any questions or need further assistance, please dont hesitate to reach out. Our team is available 24/7 and always happy to help.
  
  Warmest regards,
  
  ***** B
  Customer Care Manager
  Chewy

  Customer Answer

  Date: 05/21/2025

   
  Better Business Bureau:
  
  Thank you ***** and **** for working on this. Hope it can be fixed. If not, at least you tried.

  Thanks for keeping in touch.

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this issue is technical and that is satisfactory to me.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:04/30/2025

  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.

  Trying to get products refunded back on to the original payment and food donated It the tiki cat treat canister All the individual packets of tiki cat treats as well duck and chick I bought as well Instinct duck food as well.There are tons of recording conversations etc. on there end from me to me about these products and nothing is getting resolved.They leave me in tears and frustration I am an emotional wreck because of there lack of customer service and care.

  

  Business Response

  Date: 05/05/2025

  Hi ******,
  
  I'm so sorry about your recent order experience. At Chewy, we strive to provide a positive experience with every customer interaction, and we dropped the ball here.
  
  We understand how upsetting it must have been to feel unheard and unsupported, especially after reaching out multiple times about your recent purchases. Thats not the level of care or service we want for any of our pet parents, and I truly regret the frustration this has caused. We are reviewing your recent interactions with our agents and will follow up with the team for coaching to ensure we dont miss opportunities to support our customers in the future.
  
  Thank you again for taking the time to speak with us. I was able to review your orders ending in ***** and ***** and wanted to provide an update. Weve received the Aspen Pet Fashion Dog & Cat Kennel and the Instinct Healthy Cravings Real Duck Recipe in Savory Gravy Wet Cat Food. A refund has been processed$50.60 will be returned to your ****** account within 3 to 6 business days, and $46.18 in Chewy eGift Card credit has already been added to your account and is available for use.
  
  As for the Tiki Cat Stix Variety Mega Jar Lickable Cat Treats, were still awaiting return of that item. To help make the process as easy as possible, weve sent a return box and prepaid shipping label. Once the return is received and verified, well promptly issue the final refund.
  
  Thank you for bringing this to our attention and for giving us the opportunity to make it right. If theres anything else we can do to help, please dont hesitate to reach out. Were here 24/7 to lend a helping paw.
  
  Warm regards,
  
  ***** *.
  Customer Care Manager
  **********************
  

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23263981
  
  ******************************************************************************
  You do not care about your company or your customers at all do you? All  you care is about is profit and investments.  Anyone can see this if they know what they are looking for. I  see you are as an uncaring unkind person who ony cares about money. If you do care you would reach out to me as a costumer. Issues with past gift cards, being put on ice.  I had a chat conversation that lasted over an hour last night. I have boxes to return that finely got resolved. I did contact BBB over customer service issues. My account on chat on my phone has  been put on ice. Your company tried to do it on my table but could not. 
  There are long drawn out conversation that should have never been that long. Your representatives are very clever in how to disconnect live chat 
  to avoid on assisting there customers. I am greatful for ****** and ******* for their customer service team and support. I wish you had the 
  same but do not. I am more cautious on what I spend and how much I spend do to lack of care of customer support. Before I was spending $500 month and now I only spending what might cats like instead of getting anything else extra like I did from here in the past do lack of customer care. Instead of getting items in bulk from your company I only get a few items that I know they love and go to ****** for all other products. I have four cats who all have different wants and needs It does add quick. So inside of me spending $500 a hundred a month from your  organization am only spending about a hundred or so as needed. I woud love to make Chewy my one stop shop. It stars with you not caring about your customers then your customer service not caring about your customers. The only two products I have to buy from your company is a American Journey and Tiney Tiger so interested of spending $500 a month I am only spending like a hundred as need so instead of spending $500 a month every month on your corporation I  am spending that $500 on Amazon and and  Pet
  

  Sent from my iPad

  
  
  

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

  

  Business Response

  Date: 05/27/2025

  Hi ******,
  
  I'm so sorry about your recent experience with us. At Chewy, we strive to provide a positive experience with every customer interaction, and we dropped the ball here.
  
  We understand how upsetting it must have been to feel unheard and unsupported, especially after reaching out multiple times about your concerns. Thats not the level of care we aim to provide, and we sincerely regret the frustration this caused. We are reviewing your recent interactions with our agents and will follow up with the team for a coaching session to ensure we dont miss opportunities to better support our customers in the future.
  
  Thank you again for taking the time to speak with us and for giving us the opportunity to make things right. As discussed, weve added a $30 Chewy eGift Card to your account for the order ending in *****, placed on May 15, 2025, which would have qualified for our recent promotion. The eGift Card is already available to use on your next order.
  
  Thank you for bringing this to our attention and for giving us the opportunity to make it right. If theres anything else we can do to help, please dont hesitate to reach out. Were here 24/7 to lend a helping paw.
  
  Warm regards,
  
  ***** *.
  Customer Care Manager
  **********************

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23263981
  
  Chewy is not following through on their easy return policy. I was told Friday they would be picked up they did not, Saturday pick did not show up. These two boxes will be returned on Tuesday for pick up. These boxes have been sitting outside for two days and I am worried once returned they are going to try to resale some of the unopened packages. It would have been so much easer to get a refund a donate the product. Now it has been sitting outside do to it is not in an indoor temperature controlled environment. It Has been fermenting outside because of the heat and changes in the daily weather system. Company policy is not being followed. I have been on the phone with them since April trying to my orders resolved etc. I do want compensation for not following through with their companies return policy. I have been on the phone with them since Thursday and yesterday I finally got confirmation on a pick up for Tuesday. Why did I not get one on Friday ot for Saturday. They said they did but never put it thew until yesterday. They gaslight and bread crumb their customers and it is unacceptable behavior or the companies policy part. For me to go threw all these unnecessary hoops to get pick a up from from this company
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 06/03/2025

  Hi ******,
  
  I'm so sorry about your recent experience with us. At Chewy, we strive to provide a positive experience with every customer interaction, and we dropped the ball here.

  As we previously mentioned, weve reviewed your order ending in *****, placed on May 15, 2025, and confirmed it would have qualified for our recent promotion. To help make things right, weve added a $30 Chewy eGift Card to your account. The credit is available and ready to use on your next order.
  
  At this time, we have thoroughly reviewed the matter, and no further action will be taken.
  
  We really appreciate your feedback and thank you for giving us another opportunity to assist. If you have any additional questions or concerns, please don't hesitate to reach out to us. We're here 24/7 to lend a helping paw.

  Warm regards,
  
  ***** *.
  Customer Care Manager
  **********************

• Initial Complaint

  Date:04/30/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Chewy shipped my order on 04/24/2025, however, ***** sent me a message claiming cat liter was leaking which means damaged during transportation. I told ***** I'm not accepting return the damage goods back to chewy. ***** delivered the damage box late in the day. Upon opening cat liter was leaking and damaged other items. I'd informed chewy several occassions, no response, contacted chewy 3 times last time was on 04/29/2025. The manager was not helpful disconnected me and was rude. Contacted again the next minute, again not helpful claiming someone will contact me. I'm refusing to pay for damage good $113.48. This is the 2nd time chewy shipped heavy cat liter with the other items, told them ship it separate due to the cat liter weight will cause damage during transportation. I will not order from chewy again, their customer service is not helpful and rude.

  Customer Answer

  Date: 04/30/2025

  Text message from ***** informing me cat liter was leaking . ** requested to ship back to chewy they agreed . However, the package was delivered at the end of the day. Upon opening cat liter was damaged and leak all over the box and the weight of the liter crushed the cat and dog food and leaked. The items was disposed due to liquid and smell . I didnt want to cause ants or rodents in my house with the smell . Contacted chewy when I received the text message from chewy and when the package was delivered. No response from chewy the agent said chewy will contact me and never did . Ive contacted chewy again for the 3rd and 4th time . They were rude to me and very unhelpful. Im very disappointed with chewy since Ive been a loyal customer since 2012. Last 2 years ********************** became unbearable and no customer service support.

  Customer Answer

  Date: 04/30/2025

  Heres the transcript with chewy 

  Customer Answer

  Date: 04/30/2025

  Heres the transcript with chewy 

  Customer Answer

  Date: 04/30/2025

  Heres the transcript with chewy 

  

  Business Response

  Date: 05/01/2025

  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 are reviewing your recent interactions with our agents and will follow up with the agents for a coaching session for any missed opportunities.
  We understand that when you, a valued customer, make a purchase from our site, you expect to receive your product in a timely manner and in great condition, ready for your pets to enjoy, and how damaged packages may inconvenience you and your pet family.
  
  We try to make returns as straightforward as possible. Well be happy to get the ball rollingjust contact us any time, day or night, and well be glad to start the return process. In this case, we do need the product returned before a refund can be processed. Well send you a prepaid return label and can even assist in setting up a free ***** pickup from your doorstep. Once were able to verify that weve received the items, well issue a full refund to the payment method on file.
  
  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 Care Manager
  **********************

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23268656
  
  I am rejecting this response because:

  The merchandise has been disposed due to the cat food liquid that leaked due to the weight of the damaged cat food. It was causing smell and ants to my house. 
  

  This was addressed to the manager with no response. 

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

  Customer Answer

  Date: 05/03/2025

  issue resolved with chewy, case can be closed, thank you

  Customer Answer

  Date: 05/03/2025

  issue resolved with chewy, case can be closed, thank you

  

  Business Response

  Date: 05/05/2025

  Hi ******,

  I sincerely apologize for your recent experience. At Chewy, we are committed to providing a positive and seamless experience with every customer interaction, and its clear we fell short in this instance.

  Thank you for taking the time to communicate with me via email so we could work toward a resolution. Im pleased to confirm that weve processed replacement orders ending in ***** and ***** as a one-time courtesy. While our return policy is handled on a case-by-case basis and typically requires items to be sent back, weve made an exception in this situation. Please note that this will be the final courtesy of this nature.

  Were continuously working to improve our packing and shipping processes, and its feedback from dedicated pet parents like you that helps us grow and do better.

  Please extend our apologies to your furry friend. If theres anything else we can do to assist you, dont hesitate to reach outwere always here to help.

  Warm regards,

  ***** *.
  Customer Care Manager
  **********************

  Customer Answer

  Date: 05/05/2025

   
  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:04/26/2025

  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.

  Hi, I am unhappy with my order. I explained to customer services and even a supervisor that I received the food which I have been buying for years for my dogs and I usually purchase at my local store but tried chewy for this order. The dogs would not go near the food after I put it into their bowls 5+ times and after a while of getting the food around I noticed a bad smell and my dogs acting different than ever before and one was sick twice. I can't be sure it was due to the stale fumes from the food but it seems to be my best guess. My vet said to dispose of the food and just keep an eye on my sick dog which I did and all went back to normal. The issue is I want my refund for this bag and the agent/supervisor said it needed to be returned even after I said I already discarded the full bag due to vets advice who I will trust as they are a health professional. This seems completely out of line with chewy customer support from what I've heard from friends and read online. I hope you can amend my issue here with my money being returned. Thank you

  

  Business Response

  Date: 05/02/2025

  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. 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 are truly sorry to hear that your furbaby didnt react well to the recent food you received, and we completely understand why you chose to follow your veterinarians recommendation to discard it. Your pets health and safety are always our top priority.

  Our return policy is simple and worry-free: If you're not 100% unconditionally satisfied with your pet supplies, you can return them within 365 days of purchase. In some cases, we do request that items are returned before issuing a refund; however, we understand this may not have been possible given your situation.
  
  As a courtesy, I have processed a full refund for the Iams Proactive Health Minichunks with Real Chicken & Whole Grains Dry Dog Food in the amount of $33.27. Generally speaking, you will see the refund amount credited to the account associated with the payment method on file within 3 to 6 business days, however that timing may vary based on your banking institution.
  
  I did some additional digging and was able to locate another account associated with your information. To help avoid any future delays with orders or returns, we recommend reaching out to one of our ************* representatives. Theyll be happy to assist you with deactivating the duplicate account and making sure everything is set up smoothly moving forward.
  
  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.
  
  Warmest Regards,
  ******** M
  ************* Manager
  **********************

• Initial Complaint

  Date:04/26/2025

  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.

  Chewy *********************************************** Missing Parts, Poor Customer Support I purchased a Frisco Airtight Food Storage Container from Chewy, and the product arrived defective, it was missing essential parts, rendering it unusable. This shows a clear lack of quality control on Chewys part.After discovering the problem, I contacted Chewy's customer ********** they sent me another two defective food containers. So now I have 3 food containers all missing parts As described by different reviews at Chewy website.Their response was unsatisfactory and did not resolve the situation appropriately. As a paying customer, I expect to receive a complete, functional product, not defective merchandise.Chewys failure to ensure product quality before shipment and their failure to provide adequate resolution afterward are unacceptable. I am requesting a full refund immediately, or a properly inspected, complete replacement at no additional cost.If Chewy cannot guarantee the products they sell are intact and usable, customers deserve to know before purchasing. I expect this complaint to be taken seriously and addressed promptly.

  

  Business Response

  Date: 04/28/2025

  Hi *********,

  I'm so sorry about your recent order experience. At Chewy, we strive to provide a positive experience with every customer interaction, and we dropped the ball here.
  
  We understand how frustrating it must have been to receive not just one, but multiple defective items, and to not have the issue resolved as quickly as it should have been. Thats not the level of service or quality we want for any of our pet parents.
  
  I did some digging and was able to locate your order ending in *****. Im so sorry that the *************************************** you received were missing essential parts. I can confirm that a warehouse complaint has been processed for the defective items. Weve processed a full refund for your order ending in ***** in the amount of $42.47. Since your order was paid using both a gift card and a payment method, $35.39 will be returned to your Chewy gift card balance within 2448 hours, and the remaining $7.08 will be credited back to your original payment method. Generally speaking, you will see the refunded amount credited within 3 to 5 business days, though timing may vary depending on your banking institution.
  
  As a courtesy, and because you are a valued customer, wed like to offer you a $25 eGift Card for your experience. This eGift Card does not expire and can be used at any time on your next Chewy order.
  
  Thank you for bringing this to our attention and for your patience as we work to improve. If theres anything else we can do to make this right, please don't hesitate to reach out. We're here 24/7 to lend a helping paw.
  
  Warm regards,
  ***** *.
  Customer Care Manager
  **********************

  Customer Answer

  Date: 04/29/2025

   
  Better Business Bureau:
  Response to Complaint ID ********
  Dear BBB,
  Thank you for forwarding Chewys response to my complaint.

  
  I appreciate Chewys acknowledgment of the issue and their effort to make it right. The full refund and the additional $25 eGift Card are thoughtful gestures, and Im glad to see that a warehouse complaint was filed to help prevent this from happening again.

  
  While the situation was frustrating, Im satisfied with the resolution and Chewys customer care. I consider this matter resolved and appreciate both Chewy and the BBB for your support in handling it.
  Sincerely,
  E. ********* ********
  

  
  

• Initial Complaint

  Date:04/24/2025

  Type:Sales and Advertising 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 3, 2025 I received an email from Chewy telling me my autoship order was in process. Because I decided not to proceed with it, I went to the website to cancel autoship entirely and ordered one item that had been part of the original autoship package. I did this for two reasons: first, I didn't need the entire order and second, I couldn't afford the entire order (I live on a limited income, Social Security). The same day I received an email telling me that the autoship order was ready to ship. I again went to the website and hit the correct button to cancel the autoship. A little while later on the same day I received an email telling me that my order had been shipped. What I then received was the autoship order I had tried to cancel twice plus the one item I purposely ordered. I had to engage in a chat with someone who then canceled every autoship I had on record, because *obviously* every attempt I had made to do so failed. Yes, I will eventually use what was delivered over time, but I can't recoup the money I had tried to save by canceling autoship. I will now be down to pennies for the rest of April, and I am left wondering if even the cancellation done through chat was a success.

  Customer Answer

  Date: 04/28/2025

  Chewy has responded by refunding the entire amount of the shipment, which was actually unnecessary because I wanted to pay for just what I had ordered. Hats off to them!

  

  Business Response

  Date: 04/28/2025

  Hi there Deb,

  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.

   Thank you for communicating with me via email so we could make this right for you. Ive located the order ending in ************************************ full. 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, although the timing may vary depending on your banking institution.

   We understand how important it is to have control over your Autoship orders, especially when managing a limited budget, and we sincerely apologize for the confusion and inconvenience you faced. I also confirmed that all remaining Autoships on your account have now been fully canceled.

   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.

   

   Warmest Regards,

   ***** B
  Customer Care Manager
  Chewy

  Customer Answer

  Date: 04/29/2025

   
  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:04/23/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Chewy has an ad spend $100 and get a $30 credit. I spent $108 but offer was declined because I didn't spend enough. The ad says exclusions apply but I couldn't find details so I called. Turns out there are lots of exclusions. I think they just tease you into spending $100 knowing that you will be declined.

  

  Business Response

  Date: 04/24/2025

  Hello ****,
  
  I'm so sorry about your recent order experience. At Chewy, we strive to provide a positive experience with every customer interaction, and we dropped the ball here.
  
  We apologize for the inconvenience and any confusion regarding excluded items that did not qualify for the ******* promotion offering a $30 eGift Card with a $100 purchase. The list of exclusions, including select brands and prescription items, is determined by a variety of factors, including agreements with manufacturers and the terms of the promotion itself. These details are included in the terms and conditions linked in the promotional material, but I understand it may not have been as clear as it should be.
  
  As a courtesy, and due to the confusion, a $30 Chewy egift card has been applied to your account to use on a future order. Please give us a call anytime at ************* if you need help placing an order.
  

  
  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,
  
  
  ******** G
  Customer Care Manager
  **********************

  Customer Answer

  Date: 04/25/2025

  Chewy called and said they were sorry and gave me a $30 credit. I said that I don't want the credit. They are trying to buy me off.  I told them that I want them to stop the scamming with a clear link to exclusions for their specials.  

  Customer Answer

  Date: 04/26/2025

   
  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:04/20/2025

  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.

  Attempted fraud by employee.

  

  Business Response

  Date: 05/09/2025

  Hi Kristos,
  
  Thank you for bringing this matter to our attention. We understand your concerns with your account. We sincerely apologize for any distress this situation may have caused.

  Our team is actively investigating this issue. We are conducting a thorough review to determine what occurred. At this time, we are still in the process of gathering all relevant information and verifying the details.

  We appreciate your patience as we complete this investigation. Our priority is to resolve this matter promptly and ensure you feel confident and secure in your interactions with us. We will follow up with you directly as soon as we have more information.

  If you have any further questions or would like to provide additional details that may assist with our investigation, please do not hesitate to reach out to our support team.

  Warmest Regards,

  ******** *.

  Customer Care Manager

   Chewy

  
  

• Initial Complaint

  Date:04/16/2025

  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.

  ********** for this order i was given moldy dog topper and didnt want the rest of the order as a result. i messaged with pictures for a pick up and they have been telling me for over a month ***** would come and they never did. the first time they used my old address but i corrected this weeks ago. they have stopped responding to my emails and it has been outside my door for a month which i have ring footage of.

  

  Business Response

  Date: 04/18/2025

  Hi Alexandria,

  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.

  I did some digging and was able to locate your order ending in *****. I can confirm that weve processed a refund for the order in the amount of $104.46 on April 17, 2025. Generally speaking, you will see the refund amount credited to the account associated with the payment method on file used for the order within 3 to 6 business days from the processing dates,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 give your little one extra love from all of us here at Chewy. 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:04/16/2025

  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.

  Ive placed two orders on my account. Promotional credits were applied to both, making one order free and the other only $10.69. Both orders consist mostly of dog toys. My dog barely had any so I thought I was helping her by getting her a bunch of toys. Turned out she would not play with any of them, and Chewy.com will not allow me to return the items in exchange for merchandise credit. I know what their return policy is, but there is no reason why they cannot make an exception being they can clearly see that credits were manually applied to the orders, which had nothing to do with the actual items themselves. All I want to do is get back what the items cost when I purchased them, in merchandise credit. What I am requesting is not out of the ordinary. This is no different than going to the store without a receipt and therefore getting store credit. All of the items except for the two I can keep, come out to $86.79. $10.69 was refunded to my credit card, so I am seeking $76.10 in merchandise credit. There are other things I can purchase on their website for that amount that I know will be used Dog food, treats, dental treats, water additives, etc. So if they cant simply send me a prepaid label so I can return the items and apply $76.10 in Chewy credit to my account so I can purchase the dog food, treats, etc at a later time as I dont need them right now, then I will be forced to escalate this further and file a complaint with Consumer Protection

  

  Business Response

  Date: 04/16/2025

  Hi ****, 

  I'm so sorry about your recent order experience. At Chewy, we strive to provide a positive experience with every customer interaction, and we dropped the ball here. We are reviewing your recent interactions with our agents and will follow up with the agents for a coaching session for any missed opportunities.

  I did some digging and can confirm that you were not charged for the order ending in *****. I can also confirm that the order ending in ***** was fully refunded on March 22, 2025, and the $10.69 has been credited to your Chewy accounts gift card balance. 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.

  While we understand your frustration, because you were not charged for the order ending in ***** and have already been refunded for the order ending in *****, we are unable to process any further returns, refunds, or replacements for these orders.

  If you do not wish to keep the items from your orders, please feel free to donate them to a local animal shelter or rescue, or dispose of them safely if you have no use for them.

  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 Care Manager ************************** **************

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 23191843
  
  I am rejecting this response because:

  All you did was copy your last response in my previous complaint to the BBB and paste it into this one.  My second complaint was not supposed to go to this office, it was supposed to go to your other corporate office in *********, but it was forwarded to your office again.  Once again, your response is unacceptable, and I have already filed a complaint with Consumer Protection. ..

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

  

  Business Response

  Date: 04/21/2025

  Hi ****,
  
  I'm so sorry about your recent experience.
  
  As previously noted, the items youre requesting a refund for from order ending in ***** were provided at no charge, and your account was never billed for that order. Additionally, the order ending in ***** was refunded on March 22, 2025, and the amount has already been credited to your Chewy accounts gift card balance. As such, were unable to process any additional returns, refunds, or replacements for those items.
  
  If you do not wish to keep the items from your orders, youre welcome to donate them to a local animal shelter or rescue organization. Alternatively, you may safely discard them if theyre no longer needed.
  
  Chewys offices in both ******, MA and Plantation, FL work closely together to support our customers and ensure consistency in how concerns are addressed. While your most recent BBB submission was forwarded to our ****************** please know that both locations are part of the same ************* teams, and your concerns are being reviewed with the same level of care and attention, regardless of the office handling the response.

  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 help however we can.
  

  Warm regards,
  ********* .W

  ************* Manager ************************** **************