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:11/20/2022

  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.

  Placed order online in my shopping cart less than *********************************************************************************** that 20 minutes while in my shopping cart, seems a little bit of a scam to lure you in and then send you a message while their in your shopping cart! I order dog food from chewy monthly but it seems after this need to go elsewhere for better business practices!

  

  Business Response

  Date: 12/02/2022

  Hi there ******,

  
  I'm so sorry about your recent experience. At Chewy, we strive to provide a positive experience with every customer interaction, and it seems that we dropped the ball here.
  
  Prices can fluctuate as we stay competitive with other online retailers. As outlined in Chewys Terms of Use, we cannot confirm the price of an item until you submit our order and by selecting Place Order and confirming your purchase at the end of the checkout process, you agree to accept and pay for the products in your order, as well as all applicable shipping and handling charges and applicable taxes. 

  Additional details and information on our pricing and payment process can be found on the Terms of Use page of Chewy.com under the section labeled Pricing (https://www.chewy.com/app/content/terms), and also on the Frequently Asked Questions page (https://www.chewy.com/app/content/faq). 

  As a courtesy, and because you are a valued customer, wed be happy to offer a $30 credit towards your next Chewy order. To redeem your offer, please call us at ************** before placing your next order and request to speak with a supervisor.

  We really appreciate your understanding and thank you for giving us the opportunity to make it right. If you have any questions, please don't hesitate to reach out to us.Were here 24/7 to lend a helping paw.
  
  Regards,
  *** P
  Customer Service
  **********************

• Initial Complaint

  Date:11/13/2022

  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 have several cats and have been spending over $350 a month at Chewys lately. Last month I did not receive my dry cat food order AFTER 5 DAYS and contacted Chewy via chat. The representative was excellent and gave me a refund so that I could purchase the food locally. He said that if the cat food did show up to keep it and thanked me for being a customer since 2018. I was satisfied with this service and ordered again this month, November 2022. This time it was for four 40 can cases of wet cat food ordered on Nov 5. Order #**********. On November 11, the food still was not delivered and the tracking id showed that a shipping label had been created for the shipment but it never went out from a warehouse that is a 3 hour drive away. (********, **). This time the customer service representative reordered the food and said I would have it in a few days. The POINT IS...CHEWY SAYS 1-3 DAY SHIPPING. This is a false business practice and needs to be addressed by management. I told the representative that was not acceptable and I needed an immediate refund so that I could buy the food locally. I told him that I spent lots of money every month on my pets and was leaving Chewy to go back to Amazon or ******** The rep acted like he couldn't care less. I am still waiting for the refund to hit my bank account and my cats have not had their wet food for 2 days and they are mad at me. I want management to know that their customer service is terrible and they lost a customer forever.

  

  Business Response

  Date: 11/22/2022

  HHi 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 did some digging and was able to locate your order ending in *****. The products from your order were prepared to ship from the closest warehouse with the inventory in stock to fulfill the order, however, we're currently experiencing delays at our Chewy warehouses, and most orders take 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.

  I can confirm, as you requested, that we cancelled your order ending in ***** and that we processed a refund for the order in the amount of $123.94 on November 11th, 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, however that timing may vary based on your banking institution.
  
  As a courtesy, due to the delay and because you are a valued Chewy customer, wed be happy to offer $50.00 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 helping paw.

  Warm regards,

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

• Initial Complaint

  Date:11/13/2022

  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 ordered two packs of 24 fancy feast cat food and a pail of cat litter. I have ordered from chewy before and love the prices and fast shipping. ***** delayed my package twice and when I received it all items were in a single box, before the cat litter didnt come in the same box. This allowed the cans to be crushed and dented and the cat litter pail broke open. Half the litter was spilt into the box and the boxes of the cat food cans. I spent 60$ and I do every month or every other month however, I wont be ordering the cat litter with anything else anymore due to the fact they thought it was okay to put them in the same box.

  

  Business Response

  Date: 11/23/2022

  Hi *******,

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

  I did some digging and was able to locate your order ending in - ****. Im so sorry for your experience with the delivery of this order. 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. 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.

  On November 15, 2022, we processed two replacement orders (ending ***** & *****) for litter and cat food.FedEx tracking shows that the order ending ***** was delivered on November 16th and order ending ***** was delivered on November 18th.

  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
  1- ************ 
  ********************************************************** 33021

• Initial Complaint

  Date:11/10/2022

  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 4 dogs total and I had asked if I needed to send in all 4 rx's at once for trifexis or if I should send them in as I use them. I was told to send them all in and they would hold them on file. Well, every single time I renewed the Rx online, they would send me an email, I'd have to take time out to call in all for them to finally say "oh now I see it" and the order would be processed. The last time I renewed it in August the young lady told me, when you go to reorder in November, you will not have this problem again. So here it is November and I reordered online and the same issue happens again. So I call them and spoke to a ********* who after I told her my frustrations with this company hung up the phone on me so I called in again and asked to speak to a supervisor. The representative I spoke with before the supervisor informed me that my Rx expired last month. I was never informed of that and was told when I renewed in November I wouldn't have this issue. If one representative can see that the Rx expired in October why wasn't I told this information when I called in, in Aug? When I spoke to the supervisor, he pretty much just dismissed everything, wasn't helpful at all and now after being hit back to back with hurricanes, with flood damages I now have to deal with my dogs being without their medicine on top of everything else due to chewy's repeated negligence. This is the company's fault and I shouldn't have to suffer, my dogs shouldn't have to be without because they screwed up.

  

  Business Response

  Date: 11/18/2022

  Hi ******,
  
  I'm so sorry about your recent order experience. At Chewy, we strive to provide a positive experience with every customer interaction.
  
  I was able to locate your recent order ending in -4125. Your current pet prescriptions are expired, as the original prescriptions that were valid for one year expired in October 2022. We reached out to your vet clinic on November 11, 2022 to see if they would issue a new valid prescription for your requested items. The clinic informed us that your pets were past due for their annual visits and could not issue a new prescription until seen at their clinic.
  
  We really appreciate your feedback and thank you for giving us the opportunity to help with this. Because you are a valued customer, wed be happy to offer you 50% 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.
  
  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: 11/21/2022

   
  Complaint: 18384767
  
  I am rejecting this response because: Your representative told me to renew it in November If in fact my prescription was going to expire in October. Maybe you should educate your reps and let them know when a prescription is going to expire in October that you can't renew it in November. I do not accept your response and I do not want anything to do with ****'s ever again. I also have a huge following on social network where I threw your company under the bus as it should be. Your lousy company is to blame for my dogs being without an extra prescription. Well hurricanes rip through my house and tore my stuff up to give me a little bit of time to get them back to the vet. I really appreciate it. I hope that your company goes down in flames. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/09/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for critical heart medication with Chewy on 11/01/22. There were 2 items: sildenafil and pimobendan. On 11/03/22, I receive two separate emails indicating that each item has approved. I never received any further communication from Chewy about this order. I chatted with their online agent on 11/08/22 since there are no further updates to the approved order for a whole week. The agent said they cannot help me with the order since the pimobendan was not approved by my vet (so why did I get the email?) and I must call their pharmacy number. So I did. There, I had the displeasure of speaking to ******** on the phone at this number who refused to help me or investigate the issue, just kept on saying it is not approved. No other acknowledgements, just the tone of too bad so sad. She refused to resend the medication request to my vet when I suggested it. She refused to acknowledge the existence of this email and any possibility of a mistake on your side. To add to the mess of the order already, she was incredibly unprofessional and kept on talking over me on the phone. When I asked her to stop and let me talk, she continued this unacceptable behavior and tried to spin it on me about how I was talking over her instead. Is it how you train your customer service agents? To continuously, deny and deflect any responsibility and give all the work, in addition to try and gaslight me, to the customer? Especially, given the delays and lack of or incorrect updates on your side on time-sensitive medication.I called my vet on 11/09/22 regarding their approval of the pimobendan medication. My vet has confirmed with me that their nurses approved both the sildenafil and pimobendan. If there are issues, the form should've been resent, like I asked Chewy's agent to do.I have tried contacting Chewy customer support with no replies - just the generic "we will escalate". Do not order if you love your pet and value sane human interactions; their "pharmacist" are rude af

  

  Business Response

  Date: 11/21/2022

  Hi *****,
  
  I'm so sorry about your recent order experience. At Chewy, we strive to provide a positive experience with every customer interaction. We are reviewing your recent interactions with our team members and will follow up with the agents for a coaching session for any missed opportunities. 
  
  I was able to locate your recent order ending in *****. We were able to obtain verbal approval and process your order on November 10,2022. Your order was also shipped the same day and delivered by ***** tracking number ending- **** on November 12, 2022.
  
  We really appreciate your feedback and thank you for giving us the opportunity to help with this. Because you are a valued customer,wed be happy to offer you 50% 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.
  
  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: 11/30/2022

   
  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.
  No need for the 50% off. One of your representatives kindly refunded my order.
  
  Sincerely,
  
  Sunny ****

• Initial Complaint

  Date:11/03/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  my account had somehow been "hacked" when there were shipments on my account not made by me. contacted Chewy and they confirmed that they shipments were not mine.the issue is, Chewy is not able to reestablish my account, so I can no longer purchase from them - I had been a longstanding customer and had been happy up until this point. I have called in 3 separate times to try to rectify this. suggestions on just creating a new password have not helped suggestions on creating a new account has not helped (supposedly they "deleted" my account, however when I try to establish a new account - it says that my email is already set-up as an account)the last suggestion was to create an account with a different email address... I would prefer not to have a create a new email address just for a chewy.com account since no-one at chewy seems to have a solution to re-stablish my account I am forced to go elsewhere for my needs, which is not good customer satisfaction - and I can't imagine I am the only customer that has had this happen to them.

  

  Business Response

  Date: 11/08/2022

  Hey there *******,

  Thank you for reaching out regarding your most recent experience. At Chewy, we strive to provide a positive experience with every customer, and we dropped the ball here.

  I truly apologize that 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.

  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 unauthorized use. By resetting your password to something new and unique to Chewy, you can ensure your Chewy account remains protected.

  After reviewing your account, we identified a technical issue when we attempted to reactivate your account and  update your contact information. I can confirm that this  technical issue has been fixed, and your account has been reactivated with your existing email in our system.  

  As a courtesy, due to your recent experience, Id like to offer $50 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 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
  **************************
  **************

  Customer Answer

  Date: 11/13/2022

   
  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:10/30/2022

  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.

  On 10/27/22, I placed an order of 8 items with Chewy (Order#****-720-322). I received all items on 10/30/22. One of the item (Star Wars The Mandalorian Grogu Pumpkin Dog Harness) was too big for my dog so I called Chewy and spoke to **** to do an exchange from the medium size to small size. Instead of doing an exchange so that I did not have to pay an additional amount. **** first refunded me for this item for $7.12 even though the price listed for this item on the order was $9.43. Then, **** charged me for the same item but with the small size for $11.17. I have 2 questions as follows: (1) why did **** refund me for $7.12 which was less than the amount I was charged for $9.43? and (2) why didn't **** just do the exchange for me since both items were the same but in different sizes? I shopped at other Pet stores like Petco and PetSmart before and I never experienced this type of problem before.

  

  Business Response

  Date: 11/08/2022

  Hi there,

  Im so sorry for your recent experience. At Chewy, we strive to provide a positive experience with every customer interaction, and we dropped the ball here.

  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. At our discretion, a refund may be issued without requiring a return.  If you would like to replace an item,a new order will be processed.
  
  I did some digging and was able to locate your order ending in *****. The ***** WARS THE MANDALORIAN GROGU' Pumpkin Dog Harness at time of purchase was $9.43 however,there was a promo applied to your order resulting in a lower price for the item.  The refund that was processed on October 30, 2022 in connection with this item, reflects the final price of the item with the promotion applied, which you were ultimately charged. I understand that we did not require that the harness to be sent back to us. 
  
  Prices can fluctuate as we stay competitive with other online retailers. Chewy cannot confirm the price of an item until you submit an order. Many times, prices can change weekly and even daily to keep us competitive with other online retailers. For your new order for the new size of the harness (order ending in ****), as a courtesy, we applied a 10% discount to the price of the item, and waived the shipping charge.  

  As a courtesy because you are a valued Chewy customer, wed be happy to offer $25.00 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 helping paw.

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

  Customer Answer

  Date: 11/08/2022

   
  Complaint: 18335451
  
  I am rejecting this response because the offer of $25 is very vague.  You only provide the offer and ask me to call ************.  How do I know that when I call, the person will know about the $25 offer?  There is no code or anything that is used as a reference.  Will you put this offer on my account so that when I place an order online, the $25 will be available to be applied?  I do not know.  Overall, you need to be more specific on the offer so that I will consider that this offer is real.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:10/24/2022

  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.

  Today, Oct. 24, 2022 I went online to change my dog's food to another brand. I am currently on their auto ship program. No account was found. They have been shipping me the food for months and charging my **** card. I called customer service and she was absolutely no help at all. She said she couldn't find my auto ship account. She suggested that I cancel my bank **** card. I have a lot of accounts connected to the card. I do not want to cancel my card for their mistake. They need to correct this.

  

  Business Response

  Date: 10/31/2022

  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. 
  
  I did some digging and, can confirm, I was able to locate your account. I tried to reach you by phone on October 25, 2022, but was unable to reach you. I left a voicemail summarizing that I was able to locate your account and due to the inconvenience, I refunded your most recent order in the amount of $44.10 on October 25, 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, however that timing may vary based on your banking institution.
  Because you are a valued customer, we'd be happy to offer $20.00 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.
  
  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,
  Aramis B.
  **************** Manager
  **********************

• Initial Complaint

  Date:10/23/2022

  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.

  This is a issue I have had in the past with chewy and ***** my order# **********? was placed on Oct 18 2022 in the amount of ******. I live on two acres and my home is away from the main road. On the label when my order is sent states leave package on front porch because this has happen in the past. The above order was left at the road on Oct 22, 2022 Customerservice stated they couldnt insure ***** (Tracking # ************) would come out and deliver the package to my front porch and no return will be issued until they get the package back. I was told I could try to get a friend or neighbor to help with this package, first I am disabled this is while the addition instruction to the shipping label, secondly it is Chewy and ***** responsibility to insure this package is delivered to my home, no next to the road where anyone can take it. I explained to chewy Customerservice rep that on occasions my package have been delivered to the wrong house and my neighbor would bring it to my home and placed my porch one placed it on the road once. Regardless of how the package was placed on the road it wasnt delivered to my home. I have requested a refund but again was told it would be my responsibility to return the package to get a return this responsibility lies with Chewy.com and ***** my home address number is clearly marked as shown in attached photo

  

  Business Response

  Date: 11/05/2022

  Hello 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 did some digging, and I was able to locate your most recent order ending in *****. At this time the delivery instructions notated on the label are suggestive for the drivers; they are not required to follow them. To help ensure ***** receives your delivery instructions and follows them completely, we recommend creating a free account with ***** Delivery Manager (https://www.fedex.com/en-us/delivery-manager.html).   
  
  As a courtesy, we filed a shipping complaint with ***** due to your recent delivery experience. The details of the case are notated within your Chewy account. Please give us a call, and wed be happy to keep you updated on the investigation.
  

  As a courtesy, and due to your recent delivery experience, we processed a full refund in the amount of $125.39 for your order ***** on November 5, 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. As an added courtesy, on October 25, 2022, we processed a replacement order. The new order, ending in ***** was delivered on October 26, 2022.
  

  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 Answer

  Date: 11/07/2022

   
  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:10/22/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for a size small for my dog and once again Chewy sent me the incorrect item. This is the third time. Last May 2021 after complaining to one of their staff members, he signed me up ILLEGALLY for the ************* to call me and the ****** of ************ I was harassed for months in which the ****** of *********** provided me with the ** address, it belongs to Chewy. In December 2021 I was sent a 20 lb bag of cat food despite never ordering it and despite not having a cat. Today when the incorrect item arrived, I had to call six times to attempt to resolve Chewy's egregious error. I was repeatedly insulted and patronized. This behavior is absolutely nefarious and adversely impacts my dog since the incorrect size was sent.

  

  Business Response

  Date: 11/04/2022

  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 with me and for giving Chewy the opportunity to make this right. As discussed during our call, Chewy processed a full refund for the order ending ***** in the amount of $22.22. Generally speaking, you should have seen the refunded 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. As additional courtesy, we placed a replacement order for the All-Absorb Disposable Male Dog Wraps, 50 count (order ending *****), on October 22, 2022--you should have received an e-mail will the order and tracking details when the replacement order has shipped.
  

  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,
  
  **********
  Customer Service Manager
  **************************
  **************

   

   

  Customer Answer

  Date: 11/04/2022

   
  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,
  
  ***********************