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.

  3251 Hollywood Blvd Hollywood, FL 33021-6942

  
• 

  Chewy, Inc

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

• 

  Chewy, Inc

  40 Dauphin Dr Mechanicsburg, PA 17050-8521

• 

  Chewy, Inc.

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

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:12/06/2022

  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.

  On Sunday, I filed order #********** for bird food products. Instantly, I received an automated email subjected "Please call us about your recent order." I was directed to call **************. When I called, the employee was confused why the order was flagged and hoped that it would clear soon. Each day, I receive another email subjected "Please call us about your recent order." Each day, I call **************, an employee is confused why the order was flagged and hopes that it would clear soon.

  

  Business Response

  Date: 12/12/2022

  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. 
  
  When our monitoring systems detect potential suspicious activity related to your Chewy account, we proactively block your account to prevent any further activity. This is done to protect your Chewy account from fraud or unauthorized use. 
   
  Thank you for taking the time to speak with me and for giving Chewy the opportunity to make it right. As discussed during our call, I did some digging and was able to locate the order ending in ***** placed on December 4, 2022. I was able to resolve the issue preventing the order from being processed, and successfully processed your order. Per ***** tracking, your order was delivered on December 10, 2022. 
  
  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 ***********.
  
  Warm regards,
  
  ******************
  Customer Service Manager
  **********************

• Initial Complaint

  Date:12/06/2022

  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 made a purchase, **********, i never got my order, i opened a claim with chewy, was told within 48 hours someone would get back to me, a week went by, no reply, i reach out again, they told me they would get back to be asap, another week goes by, no replies. I reached out again today and they told me to dispute it with my bank even though i NEVER got my order!!! RIDICULOUS!

  

  Business Response

  Date: 12/16/2022

  Hi *****,
  
  Im so sorry about your recent experience. At Chewy, we strive to provide a positive experience with every customer.
  
  I was able to locate your recent order ending in - ****. The ***** tracking information for this order which includes a photograph with proof of delivery confirms that the order was delivered on November 18, 2022.  ***** also confirmed delivery to the shipping address via their scanner and GPS coordinates. We recommend you work with your local police since this seems to be a recurring issue at your address. Additionally,while reviewing this matter, I noticed what appears to be a recurring delivery issue with your orders.  As such, I wanted to note that we can have any regular order shipped to a ***** or ********* pick up center, and any prescription order can be shipped to your vet's office for safekeeping until you can pick it up. If you would like assistance with setting this up, please don't hesitate to reach out to us. Based on these confirmations, we are unable to process a refund for your order ending **** at this time.
  
  If you have any questions, please don't hesitate to reach out to us.We're here 24/7 to lend a helping paw.
  
  ****************
  Customer Service Manager
  | ************ 
  ********************************************************** 33021
  
  

  Customer Answer

  Date: 12/20/2022

   
  Complaint: 18533845
  
  I am rejecting this response because:
  
  That is a lie, I contacted ***** and they told chewy to go ahead with the lost package procedure and they refuse to.

   

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

  

  Business Response

  Date: 01/04/2023

  Hi *****,
  
  
  Im so sorry about your recent experience. At Chewy, we strive to provide a positive experience with every customer.
  
  
  As previously noted, unfortunately, we are unable to process a refund for your order because the ***** tracking information for this order, which includes a photograph with the proof of delivery, provides confirmation that the referenced order was delivered on November 18, 2022.  ***** also confirmed delivery to the shipping address via their scanner and GPS coordinates. I can confirm that we  have followed our lost package procedures, and based on this information, i.e., the delivery photos and scans made by the shipper, it has been determined that the order was delivered to the shipping address on file .
  
  As a courtesy, and due to your experience, wed like to offer you $15 towards your next purchase from us. Please give us a call at ************** before placing your next order, and a supervisor will be happy to assist you with redeeming this offer. We 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. 
  
  
  ****************
  
  | ************ 
  ****************************************************************

• Initial Complaint

  Date:12/05/2022

  Type:Billing 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 Pharmacy issued a credit ($9.90) that I did not request or want or authorize, to a credit card that was not in my list of payment options. This was issued to a Discover card account that I had CLOSED several months ago and paid the balance to zero. Transaction ref from Chewy: FLPMT-2DHOETXABL. The account was counting down to removal time but now it has a negative balance that I cannot access and the account no longer shows deleted status. I asked Chewy support to remove this transaction but they have ignored this request. So I am stuck with a Discover account I can never close because of a transaction I neither authorized nor wanted.I believe someone looked at a prior order and issued a credit for postage (paper prescription) using the old order's credit card. But Chewy pharmacy has no right to issue credit card transactions I have not authorized, even credits. Nor should Chewy be allowed to issue credit card transactions to cards that are not in the client's online payment options. I removed the Discover card before my most recent cat medication order, added a different credit card, and charged that order to the newly added card. It was negligent for Chewy to generate a credit transaction without checking the client payment options currently stored.

  

  Business Response

  Date: 12/21/2022

  Hi ******, 
  
  Thank you for taking the time to speak with our team. As discussed during your call with us, Chewy called your credit card company, who informed us that the refund to your account should not hinder the closure of the account. We encourage you to reach out to your credit card company for further information. Because you are a valued customer, we'd be happy to offer 20% off your next pharmacy purchase from us. Please give us a call at ************** before placing your next pharmacy 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,
  
  ***************************, Pharm D
  Pharmacist 

  Customer Answer

  Date: 12/28/2022

   
  Complaint: 18523642
  
  I am rejecting this response because:

  I did not ask Chewy to talk to Discover about the status of my credit card account.  I asked Chewy to REMOVE THIS CREDIT because:

  * I DID NOT request a credit;

  * Chewy went behind my back and issued the credit without my knowledge or approval;

  * The credit card to which to credit was issued WAS NOT IN MY CHEWY ACCOUNT's payment options.

  The ***ONLY*** ACCEPTABLE OPTION for me is to have Chewy contact Discover and have this credit removed as it was posted in error.  This should take Chewy about 10 minutes.

  The statement the Discover rep made is WRONG.  The status of this canceled card was changed to active after the credit was posted. I had to go online and deactivate it - AGAIN.  But this is not the issue.  It is ONLY about Chewy removing a credit they should never have posted.

  If Chewy does not remove this credit by Jan 2, I am going to ask the state's attorney in both FL and KY to charge Chewy with CRIMINAL CREDIT CARD FRAUD.  They posted a credit card transaction without my authorization or approval.  I'd rather not do this but Chewy made a mistake and they refuse to correct it.

  It was suggested that I RESOLVE THIS WITH DISCOVER.  Why - I had no part in creating this problem.  I have spent hours trying to get Chewy to remove this credit.  Chewy made a mistake and so Chewy should resolve the mistake.

  For future dealings, Chewy should stop treating me like a child.  I spent 45 years developing computer software and systems.  I managed projects with PhDs and engineers reporting to me. I have developed super complicated computer systems for medical instruments, research lab automation, industrial process automation, and more. SO I AM CAPABLE OF UNDERSTANDING HOW CREDIT CARDS WORK.

  I have asked for a simple solution which requires a minimal effort on the part of Chewy's accounting department.  So have Chewy explain to me WHY THEY REFUSE TO REMOVE THE CREDIT.

  Sadly, I've consulted a neighbor attorney about the possibility of filing a class action lawsuit against Chewy.  I don't want to do this because everyone loses in this case.   I cannot understand why Chewy would incur tens of thousands of dollars in legal fees and bad publicity rather than have their accounting **** do a 10 minute problem resolution.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/05/2023

  ****************,
   
  We understand your concerns regarding this issue and thank you for raising them. Please know that Discover has confirmed that we may not remove the credit from your account and they are unable to work with Chewy to resolve the matter as our representatives are not authorized account holders. Since we are not authorized on your account, Discover will not provide us with assistance or information to resolve the credit issue. We kindly ask you to communicate with Discover so they can assist you. 
  
  Because you are a valued customer, we continue to offer 20% off your next pharmacy purchase from us. Please give us a call at ************** before placing your next pharmacy 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

  Customer Answer

  Date: 01/09/2023

   
  Complaint: 18523642
  
  I am rejecting this response because:

  I am now moving to the point of asking legal authorities to investigate Chewy for possible criminal activity regarding this matter.  During both of the responses, Chewy has never answered the primary issues:

  * Why did Chewy post a credit card transaction to my credit card without my knowledge or approval?

  * Why did Chewy post a credit card transaction to a credit card that was NOT in the list of payment options associated with my account at the time of posting?

  * Why did Chewy not provide me with any type of documentation regarding this credit card transaction?  This transaction was performed without any notification and I only discovered it by accident.

  So, I question the legality of the above and will ask states attorney offices in both ** and KY to investigate this as potential fraud.

  Further, I now have a so called credit which cannot be related to any order I placed - the $9.90 does not correspond to any amount I have ever paid Chewy and there is no documentation for me to prove what this amount actually represents.  The *** and my IL state tax authority might rule this as taxable income and I would have no way to prove otherwise.

  The statement that Chewy can't resolve this with Discover is ludicrous.  Is Chewy saying that (hypothetical) if Chewy were to by mistake credit my account with $99000.00 instead of $9.90 that there would be no way Chewy could reverse this transaction?  In other words, that I would be able to keep the credit amount because Chewy is not the account holder?  Of course not.  So what I believe Chewy is actually saying is that if it were in Chewy's best interest they could make the effort to intervene with Discover, but since it is to benefit me, it is not worth the effort for Chewy.  I have never seen any written documentation/correspondence from Discover that shows that Chewy fully explained the problem and that ******************* responded.  This is all hearsay without documentation. 

  Throughout this entire issue Chewy has never admitted this as a mistake nor apologized.  A clear lack of class.

  As for this so called offer, I not a prostitute who sells his principals for 20% off and I am not a valued customer since this issue caused me to terminate my Chewy account.

  From my perspective, all I see is excuses from Chewy.  I've wasted an enormous amount of time.  So I guess its time to give up on a BBB resolution and let state legal authorities rule on whether this is an illegal access of my credit card.  I'd also like the *** to consider the issue as this is interstate commerce.  There is a MUCH BIGGER ISSUE here than the $9.90 - the right of a credit card holder to be safe from unauthorized transactions.

  Thanks for trying BBB.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/02/2022

  Type:Billing 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 Chewy.com on November 30, 2022 in the amount of $82.90. On December 2, 2022, I received an alert from my bank for $83.14, a pending charge from Chewy.com. I contacted the company immediately and advised them there were no other purchases on my account. The customer service rep I spoke with gave me an INCORRECT answer. I requested to speak with a Supervisor, the call was transferred to ******************** informed me of an ERROR in billing and that is why my account had a pending charge of $83.14. I advised her I was already charged $82.90 for my purchase! An ADDITIONAL charge should NOT have been processed on my account for $83.14. THAT WAS UNACCEPTABLE.Prior to the end of the call, **************** NEVER apologized why my account was charged like this, even though she advised me she would take care of it. If you have someone in leadership, they should set the example of apologizing to a customer when error's happen!VERY UNPROFESSIONAL CUSTOMER SERIVCE!*******************

  

  Business Response

  Date: 12/12/2022

  Hi there *****,
  
  I'm so sorry about your Autoship 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 an estimated tax amount. 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, which includes the final calculated applicable sales tax,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. While the authorization/hold and the final charge may co-exist on your account for a brief time, the hold will eventually be released and will disappear from your account, and the final charge will remain, replacing the hold. The length of time the hold remains on your account, or the time it takes for the authorization to be released, depends on your bank or credit card issuer.
  
  I was able to locate your order ending in ***** and that is what happened here. The original pending hold was authorized in the amount of $83.14, which included estimated taxes. Once the warehouse was selected and your order was shipped, the final amount including the final tax was calculated, totaling $82.90, and a final charge was processed for that amount. The pending hold or authorization for $83.14 was not a final charge, and should have been released after the final charge was calculated and processed for $82.90. However, the time it takes to release the pending charge depends on your financial institution.  As a courtesy, we have submitted a request to your bank or credit card issuer to release the pending hold.  Please keep in mind that some banks or credit issuers may take up to 30 days to remove authorization charges from your account.
  
  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,
  
  Rio S.
  Customer Service Manager
  **************************
  ************** 

• Initial Complaint

  Date:12/01/2022

  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 would like to preface this by saying I have been a loyal customer of ********************** for my dog's entire life. I have utilized Chewy for all of my dog's needs including food, treats, medication, and toys for 6+ years. On November 9, 2022 I placed an order (order #**********) for my dog's flea and tick preventative medication as well as heartworm preventative medication- both prescription items. I used a promo code and the order total came out to $107.04. On November 13, 2022 I received a notification that my package had been delivered by ****** The note from ***** stated that the package was "handed to customer"- it was not. I was present all day at my address and the package was not handed to me, nor left outside of my door, NOR left anywhere in my community (I searched everywhere). At this point I reached out to Chewy via email. Someone named ********* informed me that someone from their prescription team would be reaching out to me shortly. I responded to ********* on November 14 and stated that this is urgent due to my dog being overdue for this medication, I asked if I need to go ahead and place another order via the Chewy website.... I did not receive a response. I reached back out and asked for an update on November 15... I also did not get a response to this message. I reached out AGAIN on November 29 and shockingly I have STILL not received a response... This is incomprehensible that I cannot even be offered a response from anyone at Chewy. At this point I am out $107.04 for product I never received, and I am demanding a full refund.

  

  Business Response

  Date: 12/08/2022

  Hi *********,
  
  I'm sorry about your recent order experience. At Chewy, we strive to provide a positive experience with every customer interaction.
  
  Our team tried reaching out to you to address your concerns, but weve not been able to connect. I was able to locate your order ending in *****. 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. Because of that, we have refunded your order in the amount of $107.40. 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.
  
  We really appreciate your feedback and thank you for giving us the opportunity to help with this. Because you are a valued customer, we'd be happy to offer 20% off 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're here 24/7 to lend a helping paw.
  
  Regards,
  
  ***************************, Pharm D
  Pharmacist

• Initial Complaint

  Date:11/30/2022

  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 has sent me ads for my deceased brother causing me distress. My brother, ***********************, died in 2011 at 21 in a traumatic way. This time of year, the holidays, is extremely hard for me and my family. I think its abhorrent that they would try to profit off a dead person. It makes me feel sick to my stomach. I liked chewy up until this point and Im extremely sad. Ive lived in the place they sent me an ad for, for 2 years. Its very beneath them to seek out and make a customer feel emotionally distraught. Beware, they will seek out your dead family members.

  

  Business Response

  Date: 12/12/2022

  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. 

  
  Thank you so much for taking the time to speak with me. I am so sorry to hear of the passing of your brother. Once again, my condolences to you and your family. As we discussed, I submitted a request for the address mentioned to be removed from Chewys direct mail promotions. As discussed, while the address has been added to the do not mail list immediately, our direct mail process operates on an advanced schedule,which is partially due to the lead time required for printing, and it is thus possible that you may receive additional mailers over the next two months, if these mailers were already in cue. However, your address will be scrubbed out of future mailings thereafter.
  
  If you have any questions, please don't hesitate to reach out to us. We're here 24/7 to lend a ***********. Thank you again for your time and understanding. 
  
  ****************

• Initial Complaint

  Date:11/30/2022

  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 ordered about $600 worth of pet supplies that were marked delivered from chewy. I did not receive the items, and reached out to a chewy representative that told me that ***** updated their system too early, and that the packages are still en route. I told her that what she was saying made zero sense, because they took a photo of the items with another package I received from a completely different company that just happened to be getting delivered at the same time. If the item was still in transit and not delivered as is the status now, there would not be a picture. I will not spend money where I'm being blatantly lied to. Issue a refund or deliver my packages.

  

  Business Response

  Date: 12/14/2022

  Hi there ****,

  I'm so sorry about your recent experience. At Chewy, we strive to provide a positive experience with every customer interaction, and we dropped the ball here.
  I understand the importance of having an order delivered on time, and how this may have inconvenienced your pet family and your personal schedule.
  I did some digging and located the orders ending ***** and *****. I understand that you did not receive these orders.  As a courtesy, and as we communicated to you via e-mail, we have processed a full refund for both orders. 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.
  
  Thank you for giving us the opportunity to make this right. Please give us a call at **************  if you have any questions we're here 24/7 to lend a ***********. 

  Warm regards,

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

• Initial Complaint

  Date:11/30/2022

  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.

  my chewy account has been hacked twice in the last couple months. both times they managed to place orders for items and add shipping addresses. the second time the hacker changed my password so i couldnt get in. the first time was understandable as the password did not meet strict password requirements. after that i changed it to a very secure, 12 character random password (incl upper, lower numbers and special chars). there is no way someone guessed or brute forced that password, so it is very concerning that my account was broken into again. the new password is not used by any other service. the only ways i can think of someone getting in would be a) chewy has been hacked, b) someone called into chewy pretending to be me and got the customer service people to update my account. i called chewy and asked for them to deactivate my account, which they said they did, but were unable to provide me any written or email confirmation. further, they said it was possible to reactivate my account in the future, using only basic information the hacker could have gathered the first time. i'm filing this complaint because it seems chewy have very poor security practices that put me at risk of further fraudulent activity.

  

  Business Response

  Date: 12/12/2022

  Hi there ********,
  
  I am so sorry this has occurred. Here at Chewy, we are committed to protecting the privacy and security of your Chewy account. We have a security team that works around the clock to detect and prevent any potential security issues. We use industry-leading security technology and proactively monitor our systems to ensure your Chewy account remains protected.?  
  
  I can confirm for you that none of our Chewy systems were breached and that the payment information on your account was not compromised.  We do not store your full payment information in our system, which serves as an additional layer of security to ensure your payment information is not compromised.  
  
  What has likely occurred is that a bad actor obtained your password credentials from a breach of another website, unrelated to Chewy. Bad actors sometimes use these stolen credentials to log into other websites like Chewy. This can occur when someone uses the same password across multiple accounts at different websites. 
  
  At this time, I can confirm that your Chewy account is deactivated, and any saved address and/or payment method have been removed from the account. To reactivate your account, please give us a call at **************. and ask to speak with a manager.
  
  We really appreciate your understanding and thank you for giving us the opportunity to help with this. Please feel free to reach out to us anytime if you have further questions or concerns. Were here 24/7 to lend a helping paw.
  
  Warmest regards,
  
  Rio S.
  Customer Service Manager
  **************************
  ************** 

• Initial Complaint

  Date:11/25/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an order with 6 items(all fur friends snacks or food) on Black Friday. One item(a bag of snack) is not sealed when arrival and I contacted online customer service, ************** and ******** M are not helping at all. During the communication, I shows my concern how Chewy deal with returned item, for instance, this defective item. ****** and ******** can not answer my question and I am truly concerned Chewy resale the return food or snack.I have been a customer for years and ********************** used to ask customer to drop unhappy items to charities or throw them away. I don't know when they changed policy without notifying customers. As a customer, I am really concerned about they way they treat returned food.

  

  Business Response

  Date: 12/08/2022

  Hey 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.
  
  Thank you for taking the time to speak to me on November 28, 2022. As we discussed and as outlined in our Frequently Asked Questions (FAQs) under the section labeled Returns (https://www.chewy.com/app/content/faq), our return policy is simple and worry-free: If you're not 100% unconditionally satisfied with your pet supplies (excluding prescription medications), you can return them within 365 days of purchase. Furthermore, at our discretion, a refund may be issued without requiring a that the item is shipped back to usthis is determined on a case by case basis and takes into account a number of factors. And in some circumstances, and if it is safe to do, we may suggest donating the items to a local shelter.
  
  In the circumstances where we require that the item is shipped back to us, we may conduct quality assurance checks on the item, or dispose of it as necessaryhowever, we do not resell items that have been returned to our warehouse.
  
  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 **************************************************** Manager
  **************************
  **************

• Initial Complaint

  Date:11/25/2022

  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.

  It was advertised that If I spent over ****** I would receive a ***** gift card via email once my order shipped.Order shipped never received gift card.Spoke to ****** via chat message was told I would receive a ***** refund in 3-5 days instead but when I asked to receive a confirmation email regarding this promise I was rudely disconnected.I feel chewy is dishonest hoping customers would not follow up on not receiving the ***** credit .The credit was never sent and now Im considering returning everything once it arrives .I will NEVER shop chewy again !

  

  Business Response

  Date: 12/08/2022

  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. 
  
  I did some digging and was able to locate your order ending in *****.  As a courtesy, and due to any confusion with the promotion, on November 24, 2022, I refunded $30 from your order ending in *****, in lieu of the gift card. Generally speaking, you should have seen the refunded amount credited to the payment method used for the order within 3 to 5 business days from the date the refund was processed, however that timing may vary based on your banking institution. 
  

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

  
  Warm regards, 

  
  ****************** 
  Customer Service  
  **********************