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

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

• 

  Chewy, Inc.

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

• 

  Chewy, Inc.

  3251 Hollywood Blvd Hollywood, FL 33021-6942

  
• 

  Chewy, Inc

  40 Dauphin Dr Mechanicsburg, PA 17050-8521

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:09/27/2022

  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.

  Chewy has big letters indicating 35%off 1st auto ship order but that is a very misleading statement. I placed an order for $89.00 and they gave me only $20.00 off. The wording is a misrepresentation and they should be made to uphold the 35% off and stop tricking and misleading customers.

  

  Business Response

  Date: 10/04/2022

  *****,
  
  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.
  
  I tried to reach you by phone on 9/28 and 9/29 but was unable to reach you.
  
  Chewys Autoship is an easy way to set up repeat deliveries from Chewy and save on the items you buy regularly. The referenced promotion is for 35% off your first Autoship order (for Autoship eligible items), up to a maximum discount of $20. The total cost charged to your payment method for each Autoship order will be the price of the item, less the Autoship & Save discount or any other discount, if applicable, plus any applicable shipping charges and sales tax. Additional details and information on our Autoship process can be found on the Frequently Asked Questions (FAQs) page of Chewy.com under the section labeled Autoship (https://www.chewy.com/app/content/faq) as well as in the Autoship & Save Terms and Conditions (https://www.chewy.com/app/content/ans-terms).
  
  I did some digging and was able to locate your order ending *****. Your order total before the discount was $89.98. Chewy then applied the maximum discount of $20.00 to your order, in accordance with Autoship promotion terms and conditions. As a courtesy, and due to the confusion, I processed a full refund for your order ending in in the amount of $76.05 on September 30th, 2022. Generally speaking, you should see 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.
  
  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 at **************. We're here 24/7 to lend a helping paw.
  
  Warm ********************************************************** Manager
  **********************

  Customer Answer

  Date: 10/06/2022

   
  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. Although the company needs to not mislead customers. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:09/27/2022

  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.

  Chewy refuses to refund money for my dogs medicine I sent back due to extra bottles sent or give me credit on next autoship. I have been a loyal customer for several yrs. My dog has heart problems and I was getting her meds from two sites. I decided to try Chewy instead. I had problems getting her to take her non flavored meds. I saw Chewy offered compounded chicken flavor. In trying to place my order I messed up a couple times and got on a chat with C.S. she helped me place the order together. My order came on Aug.30,2022 #********** and was left on my porch,it was two boxes,I opened one it was her Pimobendan #**********. I opened the other it was both of her meds together I had two Pimobendan and one Furosemide. I didn't figure they would take it back being opened. I was charged for this one also total 164.96.I was only suppose to get the two bottles. I got a notification a few days later my order had shipped would arrive Sept 6, I was home when it came and I rejected it said return it #********** cost *****. Message Chewy several times about refunding my money only to be told they won't. I called and talked to a girl explained to her she talked to several supervisors all saying no refund. So I ask her to ask if they would at least use it towards my next autoship again the answer was no. How the heck can a company just keep a person's money legally and refuse to give it back. I was told by a friend a local pharmacy also carries pet meds and they do compounding so I'm looking to take her meds to them and the rest of my business maybe to Barkbox or some other. I trusted Chewy thinking they were honest,boy was I fooled,thrives they are.

  

  Business Response

  Date: 10/04/2022

  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 dig up your order ending in ***** and see that this package was returned back to our facility on September 6, 2022. Your account has been refunded in total $49.40. 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.
  
  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,
  
  ***************************, Pharm D
  Pharmacist

• Initial Complaint

  Date:09/23/2022

  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.

  This was my first time placing an order through chewy. An I am not impressed at all with the service. They basically took my money an canceled the entire order. Ok so first time user I placed order online I had a coupon, an used that along with the discount for auto ship. So my total for my dog SIMPATICO (heart flea tick) was 118. I was like ok cool places order online. Get email saying order couldn't be placed. So I called she said she needed to confirm some stuff ok cool. She confirmed order was placed. Everything was good. Check my account Friday morning (next day) and there are now 3 separate charges on my account. One for my order of 118.an two orders of 159. Which I have no idea where they came from I never placed these other two orders. So I call an they tell me that they were ordered then canceled so the charges will go back onto my account in 2-3 business days an on top of that they canceled my original order of 118. So basically they took 159 + 159 + 118. Then canceled all my orders an told me I now hav to wait 2-3 business days for my refund. But its Friday. So I hav to wait through the weekend then till about Tuesday to receive my money an I still dont get any product. They straight up stole money form me they had no a clam to. Like they really went into my account an charges my twice for a product at a higher cost with out my permission. Why would I order my dog meds once an at discount then the other two times at a regular price for the same amount of time. I have one dog. He cant take 3 simpatico an month. Would I recommend this place absolutely NOT. **** stole over $500 from my account unauthorized, canceled my order so I dont receive product then told me I need to wait 5-6 days to get my money back that. AN STILL NO PRODUCT. yea I def need a manger or call me back on this.

  

  Business Response

  Date: 10/05/2022

  
  Hi ******,

  I'm so sorry about your recent experience. At Chewy, we strive to provide a positive experience with every customer interaction.

  At **********************, 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 pending authorization for an estimated total amount of your order. This pending authorization 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, and we inform your bank or credit card issuer that the order is complete, and they can release any pending authorizations for the order. While the pending authorization and the final charge may co-exist on your account for a brief time, the pending authorization will eventually be released and will disappear from your account, and the final charge will remain, replacing the pending authorization. The length of time the pending authorization remains on your account, or the time it takes for the authorization to be released, depends on your bank or credit card issuer. Some banks may take up to 30 days to remove payment authorizations from your account

  .Additional details and information on our payment process can be found on the Frequently Asked Questions (FAQs) page of Chewy.com under the section labeled Payments(https://www.chewy.com/app/content/faq).

  I did some digging and located the  orders you referenced,orders ending in *****, *****, and *****. Since those orders were cancelled prior to shipment, your account should not have been charged and any pending authorization should have fallen off of your bank statement within 1-2 business days. However, as mentioned above, that timing may vary based on your banking institution.

  Because your privacy is important to us, we have a dedicated team working around the clock and we use industry-leading security technology to secure, monitor, and protect your Chewy account.  As part of that effort, in this instance when you placed your first Chewy order, our monitoring system needed to verify certain information to ensure the order was authorized.

  I understand that you spoke with a supervisor on September 23, 2022, to clear up any confusion, and that the supervisor re-processed the order at no cost for you. The replacement order ending ***** was shipped on September 26, 2022. I can confirm the order, per ***** tracking, was delivered on September 28, 2022, to the shipping address on file.

  We really appreciate your understanding and want to 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. We are here 24/7 to lend a helping paw.

  Warm regards,

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

  Senior Tiger Team Agent | Customer Service
  ************ 
  ********************************************************** 33021

   

• Initial Complaint

  Date:09/23/2022

  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 ordered a stroller last week from chewie.com with a representative I sat on the phone with for ************************************************************** multiple ways that I need my money back and I definitely dont want to keep the defective stroller and a lady name ********* whos a supervisor proceeded to tell me what did I do before I have gotten the stroller thats defective which is none of her **** business because Why does that matter its a defective stroller I got from you and I should get my money back immediately not have to wait till you receive the defective stroller and be without one until you do this to me is disgusting and I will never order another thing from chewy again neither will any of my friends or my relatives or anybody else that I know that happens to order from chewy as far as Im concerned they will all know about what should we do tonight and what ********* said to me so I just want to make this clear that Im not going to tolerate it and I think this is a valid complaint and I want my money back immediately Im forced to take this thing down to the ***** station now being a disabled person and do without a stroller for 3 to 5 **** business days thats not acceptable I have never in my life dealt with such poor customer service and I it would take a miracle for me to ever do business with you again thats just put it that way because it just disgusts me that she had the nerve to ask me what I did for a stroller before I ordered the defective one from you shame on you ********* and shame on you chewy Furthermore I would like a I would like contact from ********* Supervisor because I have more to add to this complaint Every time I called to make an order they suddenly have three phone number accounts for me three email accounts for me and I only have one phone number and one email why is that

  

  Business Response

  Date: 09/29/2022

  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. We are reviewing your recent interactions with our agents and will follow up with the agents for a coaching session for any missed opportunities.
  
  Thank you for taking the time to speak with me. As we discussed, on September 23, 2022, we processed a refund in the amount of $125.49 for the referenced item, from your order ending *****. Our returns are assessed on a case-by-case basis, and in this instance, you do not need to send back the products from your order to us. Generally speaking, you should see 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.
  
  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.
  
  Thank you,
  
  *******
  
  Customer Service Manager
  
  **********************

  Customer Answer

  Date: 10/01/2022

   
  Complaint: 18116883
  
  I am rejecting this response because: ******* literally lied to me when he called me last week to apologize to me for the actions if one of theyre supervising employees I spoke to prior to him responding to this initial complaint I initiated.  He stated he apologized for the actions of the supervisor I spoke to about the defective very poor quality stroller that was given to me yes I did receive refund and dint have to return it but it is useless to me and I am still in need of a stroller for my dog he stated that chewy himself personally would call me two days ago on Last Sunday  but called me last Sunday to say to say on my voicemail which I still have from him stating he was not able to do as he had promised to do last Sunday which was to have me go on Chewys site pick out a better quality obviously more expensive stroller and that chewy would match my cost of that stroller for all inconvenience in this matter well Sunday came and went so did last Wednesday and I still have no stroller at this time I am requesting chewy pay full price no cost to me at all gif the better stroller for the lies that have been given to me as a long time loyal customer of theyres I am perm disabled my dog is my support animal and before my dog I had a cat of fifteen years I spent so much money on in Chewys pharmacy and in toys litter etc over the years this is not acceptable and quite frankly this is one of worst interactions I have ever experienced in my life with any company. ******* and the lies he said on the phone call and false promises is truly disgusting to me I told him I was grateful for his understanding the entire situation with other previous customer service employees and lack of understanding and compassion he said he apologized then I come to find out he lied I would imagine he had thought I would immediately contact bbb after his false promises to say this was resolved Im glad I did not do so. Thanks bbb for your help with this I appreciate it god bless shame on you ******* and shame on you Chewy.  
  

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

  

  Business Response

  Date: 10/14/2022

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

  We apologize for the inconvenience and confusion regarding your replacement order. I can confirm that on October 10, 2022, As a courtesy, I processed a complimentary order, (order ending in-2076),  for the Pet Gear Special Edition No-Zip Dog & Cat Stroller, Orchid. According to ***** tracking, your order is scheduled to be delivered on October 14th,  2022. As discussed, on September 23, 2022, we also processed a refund in the amount of $125.49 for the stroller, from your order ending *****. Generally speaking, you shouldve 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.
  

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

  Warm regards,
  

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

  Customer Answer

  Date: 10/17/2022

   
  Complaint: 18116883
  
  I am rejecting this response because:

  I spoke to a supervisor at chewy about defective pet stroller and they had said they were going to send me a better quality stroller and said afterwards they had technical difficulties and would call me three days later never due then without calling me to discuss further I get a notification saying chewy sent a package I received it today its same exact pet stroller that is very poor quality and useless to me they never followed up via phone as promised and this is extremely upsetting to me now I have two useless strollers Im disabled permanently need a good stroller this wont work
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/24/2022

  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 are reviewing your recent interactions with our agents and will follow up with the agents for a coaching session for any missed opportunities.
  
  We apologize for the inconvenience and confusion regarding your replacement order. I can confirm that on October 10, 2022, As a courtesy, I processed a complimentary order, (order ending in-2076),  for the Pet Gear Special Edition No-Zip Dog & Cat Stroller, Orchid. According to ***** tracking, your order is scheduled to be delivered on October 14th,  2022. As discussed, on September 23, 2022, we also processed a refund in the amount of $125.49 for the stroller, from your order ending *****. Generally speaking, you shouldve 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.
  
  We really appreciate your understanding and thank you for giving us the opportunity to help with this. If you have any questions, please don't hesitate to reach out to us. We're here 24/7 to lend a helping paw.
  
  Warm regards,
  
  ******************
  Customer Service
  **********************

• Initial Complaint

  Date:09/22/2022

  Type:Sales and Advertising 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 dog uses chewy pharmacy for critical to life medication. I had called 3 days ago and asked when the needed medical supplies would be ship. The pharmacy rep said the pharmacist just had review the prescription which would be that evening or the next morning and they would be shipped the next day by the afternoon. Days later it still shows no prescription on cheesy website in my account nor has the medical supplies been shipped. This is extremely disappointing by a company that cares for animals. I have been doing business with chewy for a long time and spend a couple hundred dollars a month with them. The fact a rep lied to get me off the phone when they could have been honest that they werent going to ship them soon now causes a hardship bc I couldve found a different pharmacy. This is extremely poor business and customer service. You have put an animal in danger due to your lack of integrity and commitment to your customers.

  

  Business Response

  Date: 09/27/2022

  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-**** placed on September 12, 2022. We received your original copy of the prescription at our facility on September 17, 2022. We apologize for any confusion in the shipment of your order. I see your order has been delivered on September 27th via ***** with a tracking number ending in -2310.
  
  Because you are a valued customer, we'd be happy to offer you 20% off 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.  
  
  Regards,
  
  Jordan Craft, Pharm D
  Pharmacist

• Initial Complaint

  Date:09/22/2022

  Type:Billing 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.

  Dogs are crawling with fleas. Ordered flea topical. Chewy held up my flea topical and held up $162 on my credit card wiping my credit card out. Refuse to ship flea topical refuse to credit back card had to file fraud complaint with my credit card company. This has caused me grief my dog's risk flea anemia I am forced to go down to my local store which is 25 Mi to pick up flea topical shame on this pathetic bunch I have argued with them talking to Boiler Room customer service agents working from there couch. I want my credit card refunded and I want compensation for my ***** and my trouble and my dogs grief and health risk because this company cannot get their act together. I am reporting this to the attorney general

  

  Business Response

  Date: 10/04/2022

  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 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.?  
  
  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.  We cannot apologize enough for holding your order ending *****. We needed to verify certain information before processing your order  and, to that end, we placed a temporary hold on processing the order while we were waiting to  verify certain details.  I understand that the order ending in ***** was cancelled prior to shipment, and so your account should not have been charged and any pending authorization should have fallen off of your bank statement within 1-2 business days. However, that timing may vary based on your banking institution.
  
  I attempted to reach out to you using the contact phone number you provided through the BBB and the one on your account, however I was not able to reach you.   If you have any lingering questions, please feel free to reach out to us.
  
  As a courtesy, and 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 reopening your account and 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.
  
  Warmest regards,
  
  Rio S.
  **************** Manager
  **************************
  ************** 

  
  

  Customer Answer

  Date: 10/07/2022

   
  Complaint: 18063427
  
  I am rejecting this response because: I phoned the toll free number and they did not know what I was speaking about which left me pulling my hair out again. Please just send me a gift card or something to my address that will solve the problem. I cannot deal with your telephone operators. No one knew what I was talking about there was no credit on my account and I will not wait on hold for 45 minutes for anyone to figure it out like I did before and again waiting on hold God knows how long for a supervisor. Just send me a gift card and please confirm you have my address. My number is ************************** that's my work number please call me between 12:00 noon and 7:00 p.m. thank you
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 10/20/2022

  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. We will certainly review your most recent interactions with our customer service representatives and follow up with the agents for any missed opportunities.
  
  We have made several attempts to contact you and left voicemails using the number you provided, at the times you requested; however, to date, we have not been able to get in touch with you.

  
  Our courtesy offer of $50 towards your next purchase from us is still valid, and is notated on your account, but as we previously advised, we are not able to issue this credit in an eGift card format. Please give us a call at ************** and after verifying your account, a supervisor will be happy to assist you with redeeming the offer and applying the credit to your next order.
  
  Warmest regards,

  Rio S.

  Customer Service Manager

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

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

  Customer Answer

  Date: 11/29/2022

   
  Complaint: 18063427
  
  I am rejecting this response because:

  Very bad customer service I have been on the phone with Chewy now again for one hour and none of these people know what I'm talking about it's not good customer service I've got babies crying in the background I've got ignorant customer service reps who don't know anything. They don't know who this Rio is they don't have $50 on my account this is pathetic and still I have no flea topical for the dog. I talked to ******** and then I've talked to what's your name I'm recording her voice as you could see but she refuses to give me her name. At this point this is redundant and abusive I will take the $50 in the form of a refund in a check or a gift card hard copy. They tell me there is no such person by the name of Rio these Representatives or customer service agents are abusive and have just wasted one hour of my farm time I will not be treated like this
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 11/29/2022

  Hi there *****,
  
  Im so sorry for your recent experience. Here at Chewy we strive to provide top notch service with every interaction. We are reviewing your recent interactions with our agents and will follow up with the agents for a coaching session for any missed opportunities.
  
  Thank you for taking the time to speak with us and for giving Chewy the opportunity to make this right. As discussed during our call on November 29, 2022, we have processed a free order, order ending *****. The order is currently being prepared. You should receive an e-mail will the tracking details when the 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 ***********.
  
  Warm regards,
  
  ******************
  Customer ******************
  **********************

  Customer Answer

  Date: 12/09/2022

   
  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.

  This has been resolved.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:09/21/2022

  Type:Sales and Advertising 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 an account with chewys and september 20 2022 i realized that my account was hacked . All my information was still in that account and i had all security measures for it , but somehow somebody was still able to get into it . Now i have the worry that somebody out there has my information.

  

  Business Response

  Date: 09/29/2022

  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 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.
  
  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.
  
  I did some digging and was able to locate your Chewy account. I do not see any changes or unauthorized charges. If you received a notification from Chewy, it could be a change was attempted, and our system was able to catch it and notify you.
  
  I can confirm that your Chewy Account remains in an inactive status. However, 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 reopening your account and 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 regards,
  
  ******************
  
  Customer Service Manager
  
  **********************

• Initial Complaint

  Date:09/20/2022

  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.

  On 8/15/22 I placed a 6 month order for heartgard and nexgard with Chewy.com. This was placed on an auto ship for the next 6 months. Chewy shipped another 6 month supply on 9/9/2022. I requested a return and was told I could return. Then less than 24 hrs later I was told that the excess amount that was shipped 5 months too soon could not be returned. I have tried discussing this issue but the response is the same. I now have a 12 month supply when I only ordered a 6 month supply. Who autoships 5 months early? I would like to return the excess for a refund.

  

  Business Response

  Date: 09/21/2022

  Hi ********,
  
  Im sorry about your recent order experience. At Chewy, we strive to provide a positive experience with every customer interaction. 
  
  We did some digging and located your order ending in *****. We see that on August 14, 2022, an Autoship order was created for a fulfilment frequency of every 4 weeks. This order was delivered to your address of account on August 18, 2022. The next scheduled Autoship date was set for September 9, 2022, which was delivered to the address on record on September 12, 2022. 
  
  Because you are a valued customer, as you discussed with one of our representatives, we are refunding your account in the amount of $186.94 and have requested  that you return your September 9th Autoship order using the return label  shipped to you. Generally speaking, you should see the refunded amount credited to your account payment method on file within 3-5 business days, however that timing may vary based on your banking institution. 
  
  In addition to your refund, we'd be happy to offer you a 10% discount 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. 
  
  Regards,
  
  ***************************, Pharm D
  Pharmacist

• Initial Complaint

  Date:09/19/2022

  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.

  On **** I ordered 12 cans of ****** ************ Diet i/d ************** Low Fat Original Flavor **** Wet Dog Food and one bag of Hill's ************ Diet i/d ************** Small Bites Chicken Flavor Dry Dog Food, 7-lb bag. I only received the Small Bites bag dry food without packaging, only the bag with the ***** label on it. The canned food was not sent. I spoke with ******* **** *************************** ***, Mgr. they won't acknowledge the fact that their shipping **** only mailed out the bag by itself with the ***** label on it and the canned food is missing. I've been a customer of ********************** for years, we have 2 little dogs, and always shop at Chewy, spending hundreds of dollars every month. I'm amazed, confused & flustered Chewy is taking this position of not fulfilling an order that was placed. I want a refund for the whole order $105.59. I'll mail back the damaged bag of dry food. My order # **********. The ***** label on the dry food bag is #************.

  

  Business Response

  Date: 09/26/2022

  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.
  
  I did some digging and was able to locate your order ending in *****. We contacted ***** and were able to confirm with them that there was an issue with your package during shipment. . As a courtesy, and due to the delivery issues, we processed a replacement order (order ending in ****), which included the missing item. I can confirm that, according to ***** tracking, your replacement order ending in -****, was delivered on September 21, 2022.
  
  As an additional courtesy, we have processed a refund for the original order ending ***** in the amount of $105.59. 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.
  
  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.
  
  Thank you,
  
  ***
  Customer Service
  **********************

  Customer Answer

  Date: 09/28/2022

   
  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:09/19/2022

  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 did not receive an expensive medication. I am a new time mom (with hands full adjusting). I did not realize my RX was not delivered with everything going on until I was out. (I missed a dose so it was one month and two weeks noticing it did not arrive). I contacted Chewy and they said they would replace it (gave me an order number and everything) but then received an email stating it was cancelled. I have been a loyal customer for years and am HIGHLY dissatisfied that they took my money and offered no help the one time I truly needed help.I would like the medication delivered, a refund, or a gift card with the amount I spent to order new medicine. They claim 100 percent satisfaction guaranteed but yet fail to live up to this.