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:08/29/2022

  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.

  Order #********** Placed on Aug 18, 2022 Ziwi ****************************** Recipe Cat Food, 2.2-lb bag Ziwi Peak Air-Dried Chicken Recipe Cat Food, 2.2-lb bag These Ziwi cat food made my cats sick, and I discarded the food after being instructed by the Vet.********************** at Chewy refused to refund me and refused to let me speak to a supervisor.I have been a Chewy.com customer since 2014, but their **************** is going downhill fast, just like their stock price. I am moving all my pet food to amazon.com.

  

  Business Response

  Date: 09/08/2022

  Hey there Mich,  
  
  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.  
  
  I did some digging and located your order ending *****.  On August 29, 2022, we processed a refund in the amount of  $117.40 for the order ending *****. 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.  
  
  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:08/28/2022

  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.

  100% guarantee they state. Yet I spoke to TWO awful women who showed ********** of customer service. I had an autoship for medication. Medication has to be sent 'when' I need it for numerous reasons, including heat of florida and it sitting out for weeks etc. when Im on vacation which is why I scheduled autoship for SEPT not AUG. my autoship was every 6 MONTHS I was expecting one in sept (next month) but get one several weeks early! I also moved address so this week I changed my address. I then noticed that chewy billed me and sent me medication WEEKS ago early! Regardless I would never have been home as I have been out the country for 3 weeks. When I called the women in 'pharmacy' said Im not giving you a replacement or refund its your fault! Seriously?? How is your autoship failure my fault? So I ask for a supervisor and she came on the phone with the same attitude. I am NOT paying $159 for a shipment I NEVER received due to chewy's system failure? Even if I had not changed my address I still would not have got it until I got back from abroad and the pills would have been spoiled and unusable. This is not right and needs to be addressed. I would never ever order medicine from chewy again after this. But I want my refund. AND why even send it a month early when the acct states there is no more refills from march? (See attachment) I am a disabled military veteran I cant afford $160 to be stolen for no reason.

  

  Business Response

  Date: 09/09/2022

  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 number ending in *****. We see that on March 8, 2022, an Autoship order was created for a fulfilment frequency of every 5 months. The first shipment relating to this order shipped from our facility on March 10, 2022 and was delivered to the address on account on March 13, 2022. The next scheduled Autoship date was set for August 6, 2022, which was shipped from our facility on August 7, 2022 and delivered to the address on record on August 9, 2022. The ***** website shows that tracking number ending in ***** was successfully delivered on August 9th to the address on file at the time the order was processed. On August 26, 2022, your customer account was updated to include a new residential address and remove the previous address. 
  
  Because you are a valued customer, we are refunding your account in the amount of $159.99. 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.
  
  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:08/26/2022

  Type:Order 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 received emails today that someone logged into my Chewy account, changed my email, password, and added a credit card. I had to call chewy since I couldn't log into my account anymore. They said that a cat tree was added to my cart by the hacker but the order was not placed yet. They deleted all of the added info and updated my email address so I could change my password. Luckily I saw my email right away or the order would have been placed. I think chewy should send you an email with a verify link or send you a verify number to update this much personal info.

  

  Business Response

  Date: 09/01/2022

  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.
  

  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.
  

  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.
  
  Warmest regards,
  
  Rio S.
  **************** Manager
  **************************
  ************** 

  Customer Answer

  Date: 09/02/2022

   
  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:08/22/2022

  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 purchased 2 cases of American Journey Landmark Chicken and Vegetables (****CV) wet canned cat food from Chewy.com, it was delivered on 7/31/2022. I fed one can of the ****CV to my cat on 8/4, and he became very ill. 8/5/2022, *******************, Veterinarian of BetterVet.com examined my cat and gave him a shot to ease his stomach. ******************** also prescribed baby food turkey and chicken for my cat until he could tolerate eating cat food again; cost: $11.92. The Better Vet bill is $300.41. On 8/6/2022 I opened another can of ****CH and saw that it contained mold. I then opened additional cans of ****CV, all contained mold. I contacted Chewy.com on 8/7/2022 and let them know of the incident and that the ****CV cat food they sold me was moldy and that it made my cat sick. I sent them images of the moldy cat food and the BetterVet bill and medical record with the receipt for the cost of the baby food. I followed up with Chewy.com on 8/10 and 8/17. I have spoken to several customer service representatives: *******, ********, ********, ******* and ****** with out resolution. I want to be compensated for the BetterVet bill and baby food I purchased the total cost is $313. I asked Chewy to provide me a $313 credit that will allow me to recover my out of pocket for the vet bill and additional food due to my cat becoming sick from the ****CV moldy cat food.

• Initial Complaint

  Date:08/20/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a produce called, Credelio that I cannot use on my cat. There were package details that weren't included on their website. I've called 3 times since June for a return label and still haven't received one. I want a full refund of $100

  

  Business Response

  Date: 09/06/2022

  Hi ******,
  
  I'm 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 order ending in *****. We have refunded you the full amount of your order of $100.92, 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 can confirm as well that a return label was generated and mailed out via **** regular mail to your address on file. Please expect this label to be delivered to you within 5- 10 days. 
  
  Because you are a valued customer, we'd be happy to offer you a 15% 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:08/20/2022

  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.

  I ordered an automatic litter box from Chewy.com, before it was shipped I asked them to cancel the order but they couldnt and still shipped the product. However, the product never arrived and was marked delivered. I have been emailing back and forth for over a month trying to get a refund and I have not been able to get any clarification on what happened or have gotten a refund. I have been told supervisors would call me but I havent gotten any phone calls. This is the worst customer service for a product that was over $600. Please help! Order number **********

  

  Business Response

  Date: 09/01/2022

  Hi ****,

  
  I'm so sorry about your recent order experience.

  
  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 processed a full refund for your order ending in ***** on August 26, 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 from the date the refund was processed, however that timing may vary based on your banking institution.
  
  We really appreciate your feedback and thank you for giving us the opportunity to help with this. If you have any questions, please don't hesitate to reach out to us. We're here 24/7 to lend a helping paw.
  
  Warm regards,
  
  ******************
  Customer Service Manager
  **********************

• Initial Complaint

  Date:08/15/2022

  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.

  I had purchased our dog food here and set up auto ship. I received an email stating the shipment was shiping in a few day (this was during the week, not weekend) Our dog is old, is does not eat as much, so I went and canceled the upcoming shipment. This was during the week. On Saturday I received another email stating, the shipment was going to be shipped out (this is after I canceled) I then checked my bank account, only to see Chewy had a "pending payment" I am fully aware what that means in short, the pending funds are "on hold" still in our account, just no access to that amount. after fours calls to Chewy I was told over and over they was nothing they could do, but to call our bank, I did just that. Our bank said to call chewy, yet again I did. I was put in touch with a supervisor. After she told me I was being recorded I said, well I am recording you also. (*** has a one-party notification) She then said. I do not consent to being recorded, I said fine, I stopped. She then said I will have to call you back now, she did, at the second call she never said if I was being recorded or not. (Again, *** a one-party notification state) Not saying I did. Just making a point. Now back to our bank account I received an email stating our funds would take 24 to 48 hours, this supervisor said that the person that sent that was "misinformed (see copy of email) So I closed all accounts with Chewy.com and do expit our funds be refunded by 6/15/22 in the amount of $82.39

  

  Business Response

  Date: 08/25/2022

  Hi there ******, 

  I'm so sorry about your recent Autoship 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 most recent Autoship order ending in *****. Unfortunately, we did not receive a cancellation request for your order until August 14, 2022. We processed the cancellation as requested, however, at that time, your order was being prepared for shipping, and so you may have seen a pending charge when we started preparing your order. At Chewy, we only charge your account when your order is shippedand here, since your order was cancelled prior to shipping, a final charge was not applied to your account for the order. Depending on your banks policy, you may see an authorization charge even for a cancelled order. The time it takes for a pending/authorization charge to be removed from your account varies depending on your banks policy. I can confirm that all Autoship orders on your Chewy account were canceled on August 14, 2022.

  As a courtesy, due to your recent experience, Id like to offer $50.00 towards your next purchase from us. Please give us a call at ************** to reactivate your account 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 regards,

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

  Customer Answer

  Date: 08/25/2022

   
  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:08/12/2022

  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.

  I cancelled the auto ship, it must have just been the last scheduled one so they sent me the one following that now and its nearly 10$ more then what I orginally agreed. When I sign up for autoship its at the price requested you need to reach out to me and confirm that its ok to **** my prices up. I can shop local and save, no thanks.

  

  Business Response

  Date: 08/25/2022

  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.
  
  Autoship allows you to receive continuous shipments of your desired products based on your preferred frequency and prices can fluctuate as we stay competitive with other online retailers. Some offer details may change as you receive deliveries over time (including price, taxes, availability, and shipping charges), depending on the time your Autoship order is authorized. However, before your Autoship order ships, we send you a pre-shipment e-mail reminder that provides details of your upcoming Autoship order (including the most up to date prices for the items in your order), and also provides you with information to make changes to your Autoship order prior to shipment. The amount you are ultimately charged for a product delivered pursuant to our Autoship program will be the price of that item as stated in the pre-shipment email you receive, or lower, if the price of the product is lower on our site as of the time your order is authorized (as outlined in our Terms). The total amount charged for your Autoship order will be the price of the item, less the Autoship & Save discount or any other applicable discount, 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), and in the Terms of Use, and Autoship & Save Terms and Conditions (https://www.chewy.com/app/content/terms).
  
  As a courtesy, and due to the misunderstanding regarding your Autoship subscription, we processed a full refund for your order ending in *****, in the amount of $68.66 on August 12, 2022. 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 an additional courtesy, and because you are a valued customer, wed be happy to offer a $50 credit towards your next purchase from Chewy.com. 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.
  
  Warmest regards,
  Rio S.
  Customer Service Manager
  **************************
  **************

  Customer Answer

  Date: 08/25/2022

   
  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,
  
  ****** North

• Initial Complaint

  Date:08/03/2022

  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.

  Hello,Someone apparently retrieve my debit **** card somehow and made a purchase with Chewy.com on July 28, 2022. The purchase price was $67.71 which cleared my bank account name *********************************** I contacted Chewy.com on July 30, 2022 and spoke with a gentleman who told me I need to wait on my bank to investigate the matter before they try to attempt to investigate it themselves. I explained to Chewy.com customer service rep that this was an illegal transaction. I did not authorize nor purchase anything from Chewy.com and I would like for this company to reimburse me back my money. I am very disappointed how this company refuse to investigate this transaction that was made through there company.

  

  Business Response

  Date: 08/18/2022

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

  
  Your privacy is very important to us.Based on our internal investigation, we believe that an individual used your credit card to open an account and place orders on Chewy.com; however, we do not know how this person obtained your account information.

  
  I did some digging and was able to locate the order ending ***** in the amount of $67.71.  The order was cancelled prior to shipment on Aug.4, 2022.   Any pending hold or payment authorization should have fallen off of your bank statement within 1-2 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. 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.
  
  
  
  ****************
  Senior Tiger Team Agent | Customer Service
  ********************************************************** 33021

  
  

• Initial Complaint

  Date:08/02/2022

  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.

  Well I placed an order for 30 apoquel tablets which are prescribed by our vet, they get the approval and ship my package I received 5 prednisone tablets instead of the 30 apoquel I ordered and desperately need to keep my dog from chewing off his skin! I contacted Thursday as soon as the wrong item was delivered and told they would get me a resolution within 48 hours, I never heard back so Tuesday (today) I call in and am told its been escalated and Ill definitely be contacted in a couple hours that was early 9 am its now 926 pm and I am calling back because again I wasnt contacted as promised and nothing done to get my dog his medication! Now ** being told someone will call me again when I have no confidence this will be done after the last few lies !

  

  Business Response

  Date: 08/10/2022

  Hi ******,
  
  Im sorry about your recent order. 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 July 22nd.  We have processed a replacement order ending in ***** on August 2nd for you. You should have received an e-mail with the tracking details of this order which ended in *****. I have confirmed that your order was delivered on Tuesday August 9th at 11:52 am to your residence address.
  
  We really appreciate your feedback and thank you for giving us the opportunity to help with this. If you have any questions, please dont hesitate to reach out to us. Were here 24/7 to lend a helping paw.
  
  Warm regards,
  
  ***************************, Pharm. D
  Pharmacist

  Customer Answer

  Date: 08/13/2022

   
  Complaint: 17662500
  
  I am rejecting this response because: no replacement has been received also the return label that was supposed to be sent for the prednisone hasnt arrived either ! I cant wait forever on meds my dog needed when I placed the order not a month later . 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/25/2022

  Hi ******,
  
  We really appreciate your feedback and thank you for giving us the opportunity to help with this. As previously responded, we had processed your replacement order ending in ***** on August 2nd and it was delivered on Tuesday August 9th at 11:52 am to your residence.
  
  The return label was sent to you via email ending in tracking number *****. Currently this tracking number on FedExs website is showing no updates.
  
  If you have any questions, please dont hesitate to reach out to us. Were here 24/7 to lend a helping paw.
  
  Warm regards,
  
  ***************************,Pharm. D
  Pharmacist