Complaints

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

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• 

  Chewy, Inc.

  7700 W Sunrise Blvd Plantation, FL 33322-4113

  
• 

  Chewy, Inc.

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

• 

  Chewy, Inc

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

• 

  Chewy, Inc

  2815 Watterson Trl Louisville, KY 40299-3868

• 

  Chewy, Inc.

  3251 Hollywood Blvd Hollywood, FL 33021-6942

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/19/2022

  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.

  On June 25, 2022 I order a Vetmedin Chewable tablets for my dogs from Chewy online. They offer a price of $36.68 if I sign up for Autoship instead of the price $54.27. I signed up for the Authoship to have the product sent every month to avail of the discounted price of $36.68. However, I found out that they keep charging my card for the regular price of $54.27.I cancelled my account on September 18, 2022. I want them to refund the overpayment they charged my card for the amount of $52.77. $54.27 less $36.68 = $17.59 x 3 = $52.77.

  

  Business Response

  Date: 10/01/2022

  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 around and locate your order ending in ***** placed on June 26, 2022. As per the terms of Autoship subscription, a 35% discount is offered for the first order of Autoship and any additional orders following are offered a 5% discount on the subsequent orders of the Autoship.
  
  Because you are a valued customer, we refunded your order in the amount of $52.77 as of September 28th.  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 also are happy to offer you 35% 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,

  Lethisa H.
  Customer Service Manager
  **********************

   

• Initial Complaint

  Date:09/19/2022

  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 contacted Chewy's Vet Chat on 09/07/2022 for advice. I was told on Chewy's website that this service was free for first time users. I got a girl on the response who was clueless on vet care. She offered no advice for me on my dog's medical issue, she did nothing but copy and paste the same response over and over (Aww. Poor *******) and sent me links to toys! After hanging up, I realized I was charged $14.99! I sent an immediate email to Chewy to complain and was told no refunds. I opened a case with ****** and they refused a refund because it wasn't a service they cover. I contacted Chewy again and was told to contact the pharmacy. They never responded. 2 calls to Chewy were "disconnected" and 13 emails have gone either unanswered or with yet another copy and paste silly response "Give ******************** rubs from us". They refuse to refund the $14.99 they basically stole from me and will not even address the issue. They have even gone so far as to claim I am lying and never used that service! Order #********** proves I did.

  

  Business Response

  Date: 09/28/2022

  Hi ****,
  
  We are sorry to hear about your recent experience. At Chewy, we strive to provide a positive experience with every customer interaction
  Our connect with a vet service session is free of charge for Autoship customers.Non-Autoship customers that desire to use Chewy's "Connect with a Vet" Service have the option to choose between chatting or pre-scheduling a 20-minute video call. Chat for Non-Autoship customers is $14.99.  Video Appointments for Non-Autoship customers is $19.99. 

  
  Because you are a valued customer, a full refund was processed on the order ending in **** in the amount of $14.99 on 2022-09-18. 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.

  
  Please feel free to reach out should you need us again in the future. We are here 24/7, 365 and always happy to help! hy here...

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

   

   

   

   

   

• Initial Complaint

  Date:09/15/2022

  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.

  My pet requires a special diet due to medical conditions, I have a standing order but it was never received, Chewy has $250.00 of my money and my dog has no food to eat. Getting my money back shouldn't be so difficult. This company is a joke and I will never spend a dime with them again. I DEMAND AN IMMEDIATE REFUND!!!

  

  Business Response

  Date: 09/19/2022

  Hi there ****,

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

  I was able to dig into your account and locate your order ending in -6242.  I see the delay on your account was a result in receiving a current authorization from your vet for your pet food.  I do see that this order shipped out from the closest in stock warehouse to your residence.  We have started the refund request process on 9/14/2022.  Your current shipped order is in the process of being returned to us.  I have processed the refund to your account in the amount of $245.69.  You'll see those funds appear back in your account within 3-5 business days, depending on your bank.?

  As a thank you for being such a loyal and valued customer, we have sent out the non-food portion of this order to you, free of charge.

  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:09/13/2022

  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.

  We placed our order on 9/13, they Cancelled our order on 9/13, then when we went back to order within a few minutes, the price is higher. Very shady

  

  Business Response

  Date: 09/15/2022

  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 try to stay competitive with other online retailers. As outlined in Chewys Terms of Use (available at https://www.chewy.com/app/content/terms), Chewy cannot confirm the price of an item until you submit an order and by confirming your purchase at the end of the checkout process, you agree to accept and pay for the Products as well as all shipping and handling charges and applicable taxes. Furthermore, Chewy only charges your payment method when your items ship. If your order is cancelled prior to shipment, you will not be charged, and any pending hold for the order should have released back to the payment method within 1-2 business days after the order was canceled, however that timing may vary based on your banking institution.
  We really appreciate your feedback and thank you for giving us the opportunity to help with this. If you have any questions, please don't hesitate to reach out to us. We're here 24/7 to lend a helping paw. Warm regards ****************** *************************** **********************

• Initial Complaint

  Date:09/12/2022

  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.

  I contacted Chewy via phone and email requesting that my account be closed and my personal information ve deleted. Chewy refused my request even though Chewy does delete accounts but only for ********** residents. Chewy only offerred to "deactivate" my account and refused to delete all my personal information.

  

  Business Response

  Date: 09/25/2022

  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 value our relationships with our customers and respect their privacy.
  
  Chewys Privacy Policy, which is accessible in the footer of our website (and is available at https://www.chewy.com/app/content/privacy), outlines the type of information we collect from individuals that use our website or mobile applications, and explains how we use, disclose, retain, and protect that information. As stated in our Privacy Policy, even after your active relationship with Chewy ends, we may retain the information as needed or required for business, legal or security purposes.
  
  I can confirm that your account is currently inactive, and that all information associated with your account has been deleted pursuant to our California Consumer Privacy Act protocols. .
  
  If you have any questions, or would like to reactivate your account, please give us a call at **************. 
  
  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: 09/26/2022

   
  Better Business Bureau:
  
  I believe that my information has not been completely deleted since Chewy's response states their privacy policy before stating that my information is "inactive" and deleted based on California Privacy Law even though I do not live in **********.  Therefore, I reluctantly accept the response made by the business in reference to complaint ID ******** because I have no choice, and find that this issue is resolved as best that it can be for me.  I will not purchase from this company again because companies such as this treat their customers as a commodity to be sold for profit.

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

• Initial Complaint

  Date:09/07/2022

  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 did not receive my purchase.

  

  Business Response

  Date: 09/15/2022

  Hi there ******,
  
  I am so sorry about your recent experience. At Chewy,we strive to provide a positive experience to every customer interaction, and we dropped the ball here.
  
  We're currently experiencing delays at our Chewy warehouses, and most orders are taking 2-3 days to ship. Our shipper is also experiencing a high volume, which is causing further delays. I understand the importance of having an order delivered on time, and how this delay may have inconvenienced your pet family and your personal schedule. 
  
  I did some digging and can confirm that your order ending ***** was delivered to the shipping address on  September 8, 2022. I am also able to confirm that the replacement order ending ***** was processed by Chewy on September 7,2022.The replacement order, per ***** tracking, was scheduled for delivery on September 13, 2022.
  
  We appreciate your understanding and appreciate you allowing us 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,
  
  ****************

  Customer Service Manager

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

  Customer Answer

  Date: 09/16/2022

   
  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:09/07/2022

  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.

  At the end of June I cancelled a recurring AutoShip order via webchat. The rep stated that the order was cancelled and I would be refunded. He stated that if the food showed up to not worry about it. The shipment came and they did not refund my account. I submitted a dispute with ************* Chewy argued against the dispute, causing it to be reversed. Today I reached out to a rep who stated they requested on 6/30/22 I return the items solely by sending me shipping labels. I did not receive any "prepaid shipping labels" and this goes directly against what the original rep stated.

  

  Business Response

  Date: 09/20/2022

  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 13, 2022, we approved a refund in the amount of $127.09 for the order ending *****, and that the refund will be issued to you via check. Checks are sent via **** mail, and generally speaking,you should receive the check within the next 1-2 weeks.  

  
  Because you are a valued customer, and because wed like you to have a positive experience, we'd be happy to offer $50 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.
  
  Thank you,

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

• Initial Complaint

  Date:09/05/2022

  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.

  My account was hacked, and while I was very appreciative that this was caught and rectified immediately, I was locked out of my account. I called the number as instructed, and was told the fraud department would contact me in "24 to 48 hours". Two weeks later, I called again. The representative sent me a link to reset my password. Still locked. I was then told that only a manager could unlock my account, and someone would contact me in "24 to 48 hours". Two more weeks pass, still no contact. So I have had to find alternate means to get my dog food and cat food (I have A LOT of cats and 2 large dogs, so I use A LOT of food), and I sent a bit of a scathing email because I am very frustrated at this point. Again, I am told someone will contact me in "24 to 48 hours. That has now been a week ago, and I am still locked out of my account.

  

  Business Response

  Date: 09/15/2022

  Hi *******,

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

  
  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, we confirmed youre able to access your account.

  
  As an added courtesy, and because you are a valued Chewy customer,wed be happy to offer $30.00 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
  **********************

  Customer Answer

  Date: 09/15/2022

   
  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:09/05/2022

  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.

  On September 5th, 2022 I had two transactions on my bank account from chewy that were fraudulent. I received an email from chewy that my email address was changed. I spoke to customer service and they canceled one order but the other was already out for delivery. I was told that would be refunded but it would take days. I had to call again to get back in my account and delete all my saved payment information and the addresses. There are numerous complaints about the same thing happening to others. Chewy is not protecting their customers. If I hadnt noticed this myself, nothing would have been done. Their fraud department is a joke. Its a holiday weekend and now I have to cancel my bank card and wait days in hopes the refund was actually processed.

  

  Business Response

  Date: 09/11/2022

  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.
  
  What has likely occurred is that your password credentials were obtained from a breach of another website, unrelated to Chewy. Bad actors sometimes use stolen credentials which are then used to log into other websites like Chewy. This can occur when customers use the same password across multiple accounts at different websites.
  
  When we detect potential suspicious activity related to your Chewy account based on our monitoring systems, we will block your account to prevent any further activity on your Chewy Account. 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 account remains protected.
  
  I did some digging and was able to locate the most recent orders ending in ***** and *****. For the order ending in *****, the order was canceled prior to shipping, 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 Some banks may take up to 30 days to remove payment authorizations from your account.
  
  As to the order ending in- ****, a refund was processed for the full amount of $46.49 on September 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, however that timing may vary based on your banking institution.
  
  At this time, your account is deactivated, and all addresses have been removed from your address book and all payment methods have been removed.
  
  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 reactivating your account and redeeming this offer.
  
  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 ******************
  **********************

  Customer Answer

  Date: 09/12/2022

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

  Customer Answer

  Date: 11/30/2022

   
  Complaint: 17919316
  
  I am rejecting this response because:

  I was fraudulently charged for items I did not order and promised a refund. I had to make multiple follow *** and kept being told that due to a system error the refund wasnt processed and they would process it again. Finally after the 4th attempt I was told I would get a check in the mail which I still havent received and Im not getting any updates or responses from the company. Their gross neglect in resolving refunds and vulnerability that allowed my account to be compromised is frustrating.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 12/08/2022

  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.
  
  Our system attempted to process an electronic refund for the order in the amount of $ $46.49 on multiple occasions, However, I understand that there was an unexpected technical issue preventing the attempted refunds from being processed electronically. Because the refund could not be processed electronically, to prevent further delay, we mailed a check in the amount of $46.49 to the billing address on file. Our records indicate that as of todays date, the check has been received and cashed.
  
  As a reminder, our previous courtesy offer of a $50 Chewy credit towards your next purchase from us is currently notated on your account. 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
  **********************

• Initial Complaint

  Date:09/03/2022

  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.

  *** never filed a complaint on ANY company before, but after googling this and seeing its happened to other people I felt I had to write this so other people arent scammed as well. A week ago I woke up to several emails from Chewy stating my email, address, payment, and password info had been changed. An order was placed on my account and sent to an apartment out of state. I called Chewy to discuss this with them. I asked how this might have happened and the rep stated they were not aware of any breach on their site nor had one been reported. They suggested that someone might have hacked my PayPal and to contact them. However, PayPal had nothing to do with this situation and wasnt even used by the scammer as the payment method when placing the fraudulent order. I let the agent know this and asked to speak to a supervisor. The supervisor initially told me the exact same thing the agent did. After an explanation to her that it was my Chewy that was hacked and not my PayPal the supervisor admitted they had gotten several other calls from people that morning experiencing the same thing and they were looking into it. I was led to believe this was a new development, and she told me I would receive a call back from the fraud department in 48 hours with further information. I was never called back. After I never received a response from the company I decided to search online to see if this had happened to anyone else. I found articles dating back 4 months where the exact same thing has happened to countless people. I encourage anyone reading this to search it themselves. Not one news article yet though. Long story short, Chewy has a breach on their site that theyre minimizing and if you use them your personal info is in serious jeopardy of being stolen just as mine was. I permanently closed my account and will be shopping elsewhere! I hope the BBB is able to investigate this!!! Sincerely, FORMER Chewy auto ship customer

  

  Business Response

  Date: 09/15/2022

  Hi there *******,
  

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

  We are 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.
  

  Ive tried calling you but have been unable to reach you. I did some digging and was able to locate the order ending *****. Since that order was 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, that timing may vary based on your banking institution. I can also confirm that at this time,your account is deactivated, and all addresses have been removed from your address book and all payment methods have been removed. 
  
  As a courtesy, due to your recent experience, and because youre a valued customer, 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 reactivating your account and 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. 
  
  Warmest regards,
  
  Rio S.
  **************** Manager
  **************************
  **************