Complaints

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

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• 

  Chewy, Inc.

  7700 W Sunrise Blvd Plantation, FL 33322-4113

  
• 

  Chewy, Inc

  40 Dauphin Dr Mechanicsburg, PA 17050-8521

• 

  Chewy, Inc.

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

• 

  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:12/28/2022

  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 have tried and tried to delete old credit cards from my payment method! I'm worried they will use one of the old cards if my primary card has to close from fraud problems. My name is very common. Target for hackers.

  

  Business Response

  Date: 01/09/2023

  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.
  
  I attempted to touch base with you twice using  the phone number on the account but was unable to reach you.  Please give us a call at **************, to confirm all aspects of your account so we can have it set up as you would like it to be. Any of our customer service representatives, or a supervisor, will be happy to assist.
  
  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 ***********.
  
  Warmest regards,
  
  Rio S.
  **************** Manager
  **************************
  ************** 
  

• Initial Complaint

  Date:12/28/2022

  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 for a Smarty ************** Covered Automatic Self-Cleaning Cat Litter Box. I was planning on giving this to my daughter for Christmas. I did not receive the order before Christmas, even though I paid for shipping for it to be delivered by this time. It is now several days after Christmas and I reached out to Chewy via their live chat. They told me that there's nothing that they can do about this and to take this up with my bank. What kind of customer service is this? I spent a lot of hard earned money on this and Chewy is refusing to help me and treating me like a second class citizen! This is absolutely outrageous. I would like help either getting a refund or getting a new litter box sent to me.

  

  Business Response

  Date: 01/09/2023

  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.
  I did some digging and was able to locate your recent order ending in *****. ***** tracking information, including a delivery photo,indicates your order was delivered on December 22, 2022. However, as a courtesy and due to the inconvenience, I processed a full refund in the amount of $430.99 for this order on January 9, 2022.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 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 dont hesitate to reach out to us. Were here 24/7 to lend a ***********.
  
  Warm regards,

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

• Initial Complaint

  Date:12/20/2022

  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.

  An auto ship product was initiated on 12/20/2022. I called customer service on 12/20/2022 to cancel the shipment and the pharmacy technician said it could not be cancelled nor could I return the product after it has shipped. This is unethical. I got an email at 11:17 pm on 12/19 that said they were reaching out to my vet for approval. At around 1am (2 hours later) on 12/20 it said the order had shipped. My vet is not open at night. I didnt even have time to call to cancel the order. I want to return the product and receive a refund for $127.29.

  

  Business Response

  Date: 01/01/2023

  Hi ********-
  
  I'm 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 regarding your experience. The order was able to be approved when your vets office was closed because there was a refill on file, so no communication to your vets office was necessary. As discussed during our call, we will process a full refund for your order ending in ***** in the amount of $127.29 upon return of the product in question. Generally speaking, you should see the refunded amount credited to the account associated with the payment method used for the order within 3 to 5 business days after we receive the product back and initiate the refund, however that timing may vary based on your banking institution. 
  
  Because you are a valued customer, we'd be happy to offer a 15% discount towards your next pharmacy purchase from us. Please give us a call at ************** before placing your next order, and a supervisor will be happy to assist you with redeeming this offer. 
  
  We really appreciate your feedback and thank you for giving us the opportunity to help with this. If you have any questions, please don't hesitate to reach out to us. We're here 24/7 to lend a helping paw. 
  

  Regards,
  
  Jordan Craft, Pharm D
  Pharmacist

• Initial Complaint

  Date:12/20/2022

  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.

  These are emails I received from chewy. Telling me the issues were resolved and packages were mailed out. Packages had not been mailed. It is medication for my animals that we are in dire need for. I paid. $420.

  

  Business Response

  Date: 01/09/2023

  Hi *****, 
  
  I'm so 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. As discussed during our call on December 30th, you were able to verify that you received your medication from order *****. In addition, the emails you received related to a non-pharmacy item in the same order as your pharmacy items. ***** attempted to deliver this item on several occasions. Unfortunately, due to bad weather, the delivery of the item was delayed.
  
  Because you are a valued customer, we'd be happy to offer you a 25% discount towards your next pharmacy purchase from us. Please give us a call at ************** before placing your next order, and a supervisor will be happy to assist you with redeeming this offer. 
  
  We really appreciate your feedback and thank you for giving us the opportunity to help with this. If you have any questions, please don't hesitate to reach out to us 24/7. 
  
  Regards,
  
  ***************************, Pharm D
  Pharmacist 

• Initial Complaint

  Date:12/19/2022

  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.

  Purchased Dog bed from Chewy. I got the bed and the color wasnt what the description said. Also there was a tear in bed as well as something hard inside the bed. I want a refund as my dog cant even sleep on the bed.

  

  Business Response

  Date: 12/26/2022

  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. 

  Im so sorry your order arrived damaged. We understand that when you 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. As a courtesy, and due to your experience, I processed a full refund for your order in the amount of $34.87 on December 20, 2022. 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 after the date it was processed, however that timing may vary based on your banking institution.

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

  Aramis B.
  Customer Service Manager
  **********************
  

  
  

• Initial Complaint

  Date:12/19/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an item on autoship and received notice to change it by ****. On **** I changed it to ship at a later date - in January. However on **** I got an email advising that it had been shipped! I immediately went onto chat and explained to the Rep who responded he would try to do a "Pull Back" so the item could be caught before delivery. He also advised that if that didn't work I could arrange for a return. So, of course it was delivered and I then went to chewy chat again to arrange for the return as the representative stated I could. This was 12.10.22. The rep I got stated she would send the request to the correct department and I would hear from t hem within 72 hrs. Well - 72 hours later - NO RESPONSE, So I then called directly and spoke with a rep who sent me to the ** team. They advised what I had was not returnable and the person I talked to was rude and said even if I returned it "We're still not giving you your money back." This was stated in a very sarcastic and snotty tone. Then I went to a Direct message in the Chewy Website and got a nice response from them right away who said I would get an email directly from [email protected]. That was 12.14.22 - I guess that means they can ignore me and I've not heard from anyone so far and it's now the 19th. . I would accept that this was non-returnable EXCEPT the first representative told me I COULD arrange a return. So, since this was an item I expressly changed to not ship and that was shipped to me errantly should be returnable and I should get a refund. I have since cancelled the auto ship order completely. In my eyes they have shipped me something I didn't authorize and contacted them about as soon as I knew - I am very disappointed in the response.

  

  Business Response

  Date: 12/28/2022

  Hi *******-
  
  I'm 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 regarding your experience. As discussed during our call, we processed a full refund for your order ending in ***** in the amount of $78.93. Generally speaking, you should see the refunded amount credited to the account associated with the payment method used for the order within 3 to 5 business days, however that timing may vary based on your banking institution. 
  
  Because you are a valued customer, we'd be happy to offer a 15% discount towards your next pharmacy purchase from us. Please give us a call at ************** before placing your next order, and a supervisor will be happy to assist you with redeeming this offer. 
  
  We really appreciate your feedback and thank you for giving us the opportunity to help with this. If you have any questions, please don't hesitate to reach out to us. We're here 24/7 to lend a ***********. 
  
   Regards,
  
  Jordan Craft, Pharm D
  Pharmacist

• Initial Complaint

  Date:12/18/2022

  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 have been ordering from chewy every month for the last several years. It wasnt until recently I realized my tax at my checkout did NOT match the state I lived in. Im being charged MUCH higher rate and not sure how or why. We are talking YEARS of back charges that are due back to me. I want a massive reimbursement as I have spent anywhere between. $250-$500 every 3 weeks ordering the last 5 years at least if not longer.

  

  Business Response

  Date: 12/23/2022

  *********************,

  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.
  
  Sales tax is calculated in accordance with applicable tax laws. If you would like additional information, please feel free to give us a call to further discuss.
  
  As a courtesy, due to the confusion and because you are a valued Chewy customer, wed be happy to offer $25 towards your next purchase from us. Please give us a call at ************** before placing your order, and a supervisor will be happy to assist you with redeeming this offer.
  
  We really appreciate your feedback and thank you for giving us the opportunity to help with this. If you have any questions, please don't hesitate to reach out to us. We're here 24/7 to lend a ***********.

  Warm ****************************************************** Manager

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

  Customer Answer

  Date: 12/27/2022

   
  Complaint: 18606000
  
  I am rejecting this response because:

  due to local tax laws you are STILL overcharging me tax and have been for years. Every merchant everywhere else in the nation that ships their products go based on local state tax laws where their consumers are located and purchasing. Sounds like you will be hearing from a tax attorney to resolve this rightfully. 
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:12/16/2022

  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 had ordered supplies on 12/01/22 which were delivered with a card and code to get 20% off your next pharmacy order. When I entered the code, the code would not be accepted.I called Chewy customer service and explained the issue and was connected to a pharmacy tech who condescendingly told me that if I used a code on a previous pharmacy order it wont work. I said it doesnt say on your first pharmacy order, it says on your next pharmacy order. She said the packers automatically put the discount cards in every box shipped because it would take too long and slow them down to check to see if youve used the discount previously. Again, I told the card states, on YOUR NEXT pharmacy order. What the discount card states and what the pharmacy tech stated dont correlate.

  

  Business Response

  Date: 12/28/2022

  Hi *******,
  
  I'm so 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 about your experience. As discussed during our call, wed be happy to offer you a 20%discount towards your next pharmacy purchase from us. Please give us a call at ************** before placing your next order, and a supervisor will be happy to assist you with redeeming this offer.
  
  We really appreciate your feedback and thank you for giving us the opportunity to help with this. If you have any questions, please don't hesitate to reach out to us. We're here 24/7 to lend a ***********. 
  
  Kind ****************************************************** Manager

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

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

• Initial Complaint

  Date:12/14/2022

  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.

  Chewy canceled my order for no reason which is fine, I filled my pets medication elsewhere. But the issue is that I began recieving daily unsolicited marketing emails. They are already unrelenting. They are even selling my information to other companies who have begun emailing me. I went to chewy for life saving medication for my pet and now they've sold my information including phone number and address to other companies. I trusted them with my information.

  

  Business Response

  Date: 12/23/2022

  Hi AJ,

  I'm so sorry about your recent experience. At Chewy, we strive to provide a positive experience with every customer and are  also committed to protecting the privacy and security of our customers  Chewy accounts. 
  When our monitoring systems detect potential suspicious activity related to an account, we proactively block the account to prevent any potential fraudulent activity and may also cancel an order that is believed to be questionable.  This is done to protect your Chewy account from unauthorized use. In our investigation of your complaint, we can confirm that your  order ending in ***** was cancelled due to suspected fraud.  Please feel free to reach out to our customer service department at ************** for any assistance with your cancelled order.
  
  With respect to the other concerns raised by you, please know that Chewy does not sell customer information for monetary consideration to any party.  We do work with service providers to assist us with our operations but if any customer information is shared with such providers, it is only for Chewys purposes and the providers are not permitted to use Chewy customer information for any other reason.  Also, when a customer creates an account with **********************, they agree to our Terms of Use and Privacy Policy (available at https://www.chewy.com/app/content/privacy) which allows us to begin sending marketing emails to the customer.  If a customer does not want to receive such emails, they are able to unsubscribe from receiving them by clicking on the unsubscribe link in the marketing emails.  (Please note that if you place an order, you will still continue to receive transactional emails about your order, i.e., notifications when the product ships.)  We have confirmed that you have unsubscribed from our marketing emails on December 15,2022, so you should no longer be receiving any marketing emails from us.  Based on this, we trust we have answered your concerns. 
  
  We really appreciate your feedback and thank you for giving us the opportunity to help with this. If you have any questions, please don't hesitate to reach out to us. We're here 24/7 to lend a helping paw.
  
  Warm Regards,
  
  ****************
  Customer Service Manager

  Customer Answer

  Date: 12/29/2022

   
  Complaint: 18575542
  
  I am rejecting this response because:

  They continue to send me unsolicited marketing emails that I did not agree to recieve particualrly since they have also sent my information to their business associates and I am now recieving a multitude of marketing emails from their partners. They claim my information wasn't sold which is fine but they freely gave away my information to other companies in order to solicit ******** gander that if they charged for it, it would have been a better deal for them. Doing it for free is still an issue for the vustomer who not only did not get the product ordered and purchased but now is recieving daily unabated marketing blitzes from multiple companies. There will be no way to know how many companies they've given my information too.
  
  Sincerely,
  
  ***********

• Initial Complaint

  Date:12/11/2022

  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.

  Etsy falsely advertising that they ship your order using 1-3 day shipping. I ordered from them enough items to receive the advertised FREE 1-3 day shipping. I ordered from them believing that my order would by here fast! Tracking is showing the items were shipped a normal ground service and that they don't arrive much before a week from now! My money is now tied up in this order that I now won't have in time! My hay for my bunny will run out before this order is here! The holiday gifts I've purchased won't be here in time of when I needed them. I'm annoyed that they state FREE 1-3 day shipping with $49 order, but then don't actually use 1-3 day shipping methods!

  

  Business Response

  Date: 12/21/2022

  Hi there April,
  
  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're currently experiencing delays at our Chewy warehouses, and most orders are taking 2-3 days to ship. Our shipper is also experiencing a high volume, which is causing further delays. 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. We always try to ship the items from the closest warehouse to the shipping address, if items are unavailable and a further warehouse is selected this may cause a longer time in transit.
  
  I was able to locate your most recent order ending in *****. This is what happened here, your order was split into 3 shipments as some items were out of stock at the warehouse closest to your home address. According to ***** tracking, the first part of your order was scheduled to be delivered on December 12th, the second part on December 16th, and the third part on December 18th. As a courtesy, and due to the shipping delay, Ive processed a full refund in the amount of $53.41 for this order on December 21, 2022. 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 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 Management
  **********************

  Customer Answer

  Date: 12/31/2022

   
  Complaint: 18557697
  
  I am rejecting this response because: they didn't address the fact that they are choosing to ship using slow ground shipping vs 2 day shipping mode as promised. Instead I'm getting the same generic response blaming the shipping company for being delayed but the packages weren't delayed they were just originally sent wrong with chewy, chewy is who selected ground delivery service! 
  
  Sincerely,
  
  ***********************