Complaints
This profile includes complaints for Chewy, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 485 total complaints in the last 3 years.
- 176 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/31/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been a customer of ********************** since November 2018 and have experienced quality, reliable customer service until approximately ******** ago. I also understand that the pandemic has impacted production and shipping of products including those that Chewy supplies; however, the service and multiple interactions I have had over the past 3 months has been met with many empty promises without a resolution. I have an monthly autoship that includes a prescription dog food and medications that has been erroneously cancelled, delayed, or never filled. This has contributed to days without this necessary food and lack of medication. Yesterday, I spent over an hour on the phone speaking to 4 different representatives including a supervisor who transferred me directly to the pharmacy team. The pharmacy team is refusing to transfer my original prescription, refusing to send me the original prescription and is unable to fill the current medication. They then hung up the phone, were too busy to take my call when I called back, and when asking if they could contact me before the end of the day, I never received a return call. Yesterday, one of the pharmacy staff cited non-existent federal laws prohibiting a solution; she then backtracked stating the laws are likely specific to ********. Chewy is virtually holding my dogs prescription hostage without a solution. They have continued to have logistic excuses, suboptimal or no solutions to troubleshooting their inability to supply my dogs food and medications. When speaking to supervisors, I have been assured of discounts, follow-up calls, expedited orders of which there has been no fruition. I have been extremely dissatisfied with Chewys customer service, empty promises for resolution and would appreciate any support from BBB for a true resolution.
Business Response
Date: 08/13/2022
Hi ****,
Im 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 was able to locate your order ending in ***** and see that it was shipped on July 30th via ***** overnight and delivered to your residence on July 31th. I was able to locate your additional order ending in ***** and see that a discount of 10% was applied to that order.
In regard to your prescription request, we are unable to provide original prescriptions back to our customers. We will gladly transfer the prescription to a different pharmacy per your request. I do understand that the prescription you are seeking to fill is out of stock at Chewy and at several other pharmacies. We do have it noted in your file to contact you once this item is available in stock to see if you would like to fill the prescription.
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.
Regards,
***************************, Pharm D
PharmacistInitial Complaint
Date:07/29/2022
Type: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.
7/18/2022 all my personal information address, phone number,email along with over 10 credit cards info was hacked from my Chewy online account , They notified that suspicious activity on my account 7/29/2022i contacted them by chat and phone on 7/19/2022 that My address and email had been changed and someone ordered thru my paypal and added a payment to my account that it was hacked apparently I wanted to know exactly what cards and phone numbers that got hacked a chewy rep never emailed me them then deleted all my stuff off my account so now clueless what all the hackers have i have had chewy account for over 10 yrs Then 7/29/2022 got email chewy said now deactivated my account which i really need or rely as i live in rural area i have had to reset passwords on email paypal cancel all cards since not sure what all hackers got reallly really stressed would and deserve $5000 min compensation as to there breach 2 times in 2 weeks and there lack of concern offered a sorry thats it it took them 2 weeks to deactivate my account after knowing it was hackedBusiness Response
Date: 08/09/2022
Hi *****,
I'm so sorry about your recent experience. At Chewy, we strive to provide a positive experience with every customer.
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 proactively 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 Chewy account remains protected. Further details on Chewys privacy policy can be found here: https://www.chewy.com/app/content/privacy.
I did some digging and was able to locate your Chewy account. I can confirm that the orders ending in ***** and ***** were cancelled on July 18, 2022 prior to shipment, and so your card was not charged. Any pending holds should have been credited to the account associated with the payment method on file within 1 to 2 business days, however that timing may vary based on your banking institution.
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
Warm regards
****************
Senior Tiger Team Agent | Customer Service
************
********************************************************** 33021
.Initial Complaint
Date:07/29/2022
Type: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 6/11 there were three fraud transactions that were completed by this company . I contacted the company to request a refund but never received a refund . I contacted my bank who issued me a credit refund but then took it back as they stated that chewy provided a statement that the purchase was authorized by myself which was not correct . As the address that was listed on my profile does not match the Address of the shipping address.Business Response
Date: 08/04/2022
Hi there Tasharee,
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 proactively 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 Chewy account remains protected.
Thank you for speaking with me on July 30,2022. I did some digging and was able to locate your Chewy account. I was able to locate the orders ending in -1139, -0476, -9700, and -4461. The initial electronic refund failed due to a discrepancy on the account. As we discussed over the phone, because of the confusion regarding the payment information on file, and in an effort to avoid further issues, we processed a refund via check in the amount of $291.72. The check was mailed on August 2, 2022, via regular **** mail. The estimated delivery timeline for mailed checks is 3 to 5 weeks.
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
**************************
**************Initial Complaint
Date:07/28/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My Chewy.com account was hacked back at the end of April 2022 and an auto ship was created through my PayPal account fraudulently. 3 transactions were amounting to almost $300 and when I called chewy they said yes it was fraudulent and they would work on getting me a refund once the dispute with PayPal was handled. I spoke to them again on May 15th and they said they were going to issue the refund through PayPal and it may take up to 30 days. I had no problem with that. I called again on July 18th and ended up speaking to a supervisor who said that they had issued a refund through PayPal and I explained I never received that. She was going to escalate it and call me back. No one called. I called again on July 27th and another supervisor said she had to email the fraud department and call me back. She did call and gave me cases numbers because the fraud department never answered. I called PayPal directly with the case number and they told me they never received the refund. I just want the refund that was agreed upon by chewy for fraudulent activity. Its now been 2 and 1/2 months and this is ridiculous.Business Response
Date: 08/02/2022
Hello ********,
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 proactively 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 Chewy account remains protected. ?
I did some digging and was able to locate the referenced orders on your account. It is my understanding that the orders ending in -4294,-5919 and -3759were part of PayPal disputes and we are unable to process refunds while a PayPal dispute is pending. On May 15th and May 16th our team received and accepted the cases for the PayPal disputes.
On July 29th, our team received confirmation the PayPal disputes have been resolved and as such, we can confirm that the refunds have been issued for the above referenced orders. Please note that PayPal can take up to 30 days to process your refund depending on your payment method.
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 ************** 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.Kind Regards,
******* B
Customer Service
**********************
Initial Complaint
Date:07/27/2022
Type: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.
Someone hacked Chewy.com and hundreds of their customers had orders placed and shipped to other people in other states using the customers PayPal accounts to pay for the orders. In looking at my history, someone had set up auto orders that charged my PayPal account monthly. I would like to get refunded for all of the charges but its been such a hassle dealing with Chewy that Im just trying to get refunded for the last two fraudulent charges and have closed my Chewy account to avoid future fraudulent charges to my PayPal account.Chewy refused to refund me for the fraudulent charges because I had filed a fraud claim with PayPal. PayPal denied my claim because they said the charges were NOT unauthorized. So I contact Chewy again, sent them my denials from PayPal and have finally received a refund for one of the charges but not the other. I would like to get refunded so that I can close any form of dealing with Chewy.com.Chewy Question Reference # ******-113200 Thanks, *************************Business Response
Date: 08/02/2022
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 proactively 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 Chewy account remains protected.
I did some digging an was able to locate your account. I can confirm that we were able to process your refunds for the orders ending -3601($50.99) and -0230($130.13) on July 29,2022, for a total of $181.12. Generally speaking, the timing of those refunds will be based on PayPals refund policy. The delay in processing the refunds was due to the orders being disputed with PayPal. Chewy is unable to process a refund until we are notified that the dispute is closed with PayPal.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 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.****************
Senior Tiger Team Agent | Customer Service
| ************
********************************************************** 33021Customer Answer
Date: 08/02/2022
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:07/24/2022
Type: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.
Hi,I have been a customer of ********************** for a long time.My last two orders from Chewy however, were nightmares.I ordered a leash on 07/03 Order #********** The order never shipped and I contacted Chewy on ***** for help.To my dismay, someone at Chewy canceled our order without even telling us.Next order was placed on 07/17/22 Order #**********.On 07/19/22 our order had still not shipped and with our dogs birthday that week, we couldn't trust Chewy to ship it on time anymore so I canceled the order.I had the inconvenience of reordering everything on Amazon and even though we paid more for a couple items at least they arrived for her birthday.Someone at Chewy needs to address and do something about their employees not shipping peoples orders as I know I am not the only one experiencing these issues.Thank youBusiness Response
Date: 07/29/2022
Hi 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 was able to locate your recent orders.I understand that we needed to verify certain information before processing your order ending in *****. However, it seems that we were unable to get in touch with you to resolve the issue, and so our system automatically cancelled the order.Because you are a valued customer, we'd be happy to offer $50.00 towards your next purchase from us. Please give us a call at ************** before placing your next order, and a supervisor will be happy to assist you 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.
**********
Customer Service
**********************Customer Answer
Date: 08/05/2022
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:07/24/2022
Type: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 regret buying my dog's prescription through Chewy. The social team and general customer service departments were nice; however their pharmacy care team is terrible. ***** set up a note on my address to forward my mail, which I did not consent to but said they resolved the issue on 7/20. I told chewy this 3x and they still continued to ask for my to verify my address, even though every package I've ever had from them arrived with no problem and was never forwarded anywhere. Only one Chewy rep talked to ***** directly while the rest refused to take my word that I spoke to them about this. They never planned on sending my dog's replacement medicine but wanted to string me along. The pharmacy reps I spoke to on 7/24 were extremely rude, didn't listen to anything, and had zero empathy. My dog's medication was for a prescription she HAS to take daily. She cannot stop taking or miss a dosage or it would affect her mentally (it's for extreme anxiety). Thanks to Chewy I now have to wait for my vet to open on Tuesday then do this whole process over again with another company. I will never order anything from this site again. The lack of concern for my dog's health was wild considering this is supposed to be a company that cares about animals. I wouldn't care if this was a missing package for treats, a bed, etc. but my dog's medicine isn't something I'm willing to allow. The refused to provide the names of the employees that were rude (as expected) and are "doing an internal complaint" but we all know nothing is going to happen.Business Response
Date: 08/05/2022
Hello ****,
Wed be happy to assist you with this issue, however we did some digging, and we were unable to locate your Chewy account using the e-mail provided. Please give us a call at ************** and a supervisor will be happy to further assist.
Kind regards,
Megan D
Customer Service
**********************Customer Answer
Date: 08/08/2022
Complaint: 17617215
I am rejecting this response because: every time i requested a supervisor it was denied by the pharmacy rep. never got an apology or acknowledgment after calling over 5 times. the medicine is sold out at most companies so you completely ruined my dog's mental health because it's for ANXIETY medication she can't skin dosages of. i'm glad my vet could get my small bottles in the meantime to prevent further issues for my dog. i really should speak to a law professional but i wanted to get help from the company because i used to like your company until this happened. i should hate ***** more but they did more work to try to escalate this than anyone at chewy for the ***** this took before a rude employee just issued me a refund to get me off the phone.
Sincerely,
***********************Initial Complaint
Date:07/24/2022
Type: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.
ACCOUNT HACKING APPARENTLY A VERY MAJOR ISSUE OF LATE AT CHEWY!!! I received an email from Chewy on the evening of 7-12-22 informing me that the email address associated with my account had been updated, and to let them know if this was not a change that I had requested. I immediately responded to the email upon seeing it early the next morning of 7-13-22 and informed them that I had definitely NOT made this change, and that they needed to reverse any unauthorized updates and also please contact me. Because my email address is also my login ID on their website, I was not able to personally access the account any longer, or make these needed changes myself. After waiting 5 days for the requested contact that never occurred, I phoned Chewy on 7-18-22. I reexplained the situation to the customer service rep and also found out at this time that 3 separate & 100% unauthorized orders had occurred on my account since my unanswered email of 7-13-22: $129.07 on ****, $54.67 on ****, and $39.03 on **** - $222.77 fraudulently charged on my MasterCard that was kept on file with Chewy for scheduled auto ships I had been receiving for years!! The customer service rep assured me that these fraudulent charges would be refunded to me, my account would be locked to protect against further theft, & that I would be hearing from their fraud department soon. I requested that this contact please be ASAP due to the amount of stolen funds involved.It has now been 6 days since this phone call and 11 days since my initial email informing Chewy that my account was apparently in jeopardy, and I have not been contacted by anyone regarding this matter, nor have I received a refund for my stolen $222.77!!! This is TERRIBLE AND GROSSLY UNPROFESSIONAL way of doing good business Chewy, and I expect full reparation from you VERY SOON!Business Response
Date: 07/29/2022
Hey there Silke,
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.
Ive tried calling you, but there was no answer, and I left you two voice messages. 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 proactively 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 Chewy account remains protected.
I did some digging and was able to locate your Chewy account.The orders ending in -7089, -8676, -7884, -6325, and ***** have all been refunded in full. 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, but that timing may vary based on your banking institution.
As a courtesy, due to your recent experience, Id like to offer $50 towards your next purchase from us. Please give us a call at ************** before placing your order, and a supervisor will be happy to assist you with redeeming this offer.
We really appreciate your understanding and thank you for giving us the opportunity to help with this. Please feel free to reach out to us anytime if you have further questions or concerns. Were here 24/7 to lend a helping paw.
Warm regards,
Noah S
Customer Service Manager
**********************Initial Complaint
Date:07/21/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My chewy.com account was HACKED on July 11, 2022 at 11:11PM. It had saved information such as prescriptions AND CREDIT CARDS. First, the hacker logged into my account and changed my shipping address. Then, they changed my email address. Finally, they created a NEW account with my old email address so that I hopefully would not notice. I emailed support on 7/12/22. No response. On July 21, my credit card was charged in the amount of $47.34. I emailed support again and got a response stating that my card was charged on the 12th and the charge was cancelled. Per my bank, this charge is on 7/21/22 for $47.34 and was not cancelled. On July 21st, I called customer support. I spoke with ******* who pulled up my RE-CREATED account despite my explaining that the hacker changed all my info on the account. She insisted that no orders were placed. I asked if I could just give my card number and have her look up who was charging it. She rudely says, "can't you just dispute this with your bank?" As if I should have to check my bank accounts each day and dispute every chewy charge as this hacker CONTINUES to charge my accounts that he or she has access to DUE TO CHEWY.COM's incompetence and lack of concern for their customers. She had no idea what I was talking about, put me on hold, and hung up on me. Now, my account is negative, and the hacker will continue to use all my saved credit cards at their leisure. I've been a loyal customer and spent thousands since 2017, but I guess I'll have to use the local pet store from now on, as this company's regard for customer's security is laughable.Business Response
Date: 08/02/2022
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 proactively 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 Chewy account remains protected.
I did some digging and was able to locate your Chewy account. The orders ending in ***** and ***** were cancelled prior to shipment,and so your account should not have been charged and any pending hold or payment authorization should have fallen off of your bank statement within ***** business hours. However, that timing may vary based on your banking institution. Wed also like to point out that both accounts are closed.
I can confirm that your Chewy Accounts remain 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:07/20/2022
Type: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 7/20/2022 someone hacked my chewy account (or my information was breached by chewy) and made an unauthorized purchase of $88.56 using my debit card added as a form of payment. Item ordered was supposed to be sent to someone in ********. I live in **********. Person who's receiving the order is unknown to me (her name and address are on the receipt). Unauthorized transaction was caught in time to be canceled and no money was sent, however, my information (name, address, form of payment) was used illegally on chewy.com and compromised so I had to cancel my card and take all the adjacent steps that come with cancelling a card, causing distress and a lot of distrust in this company/company's website. I need to mention that I do not use the same password or email across different websites so it is not an issue of negligence on my behalf like I was told by chewy.com agent over the phone. Someone hacked my chewy account and illegally used my information and form of payment to try and cover for their expenses. Call agents from chewy.com were not at all helpful in trying to give me an answer on how your website can be hacked into so easily but they sure made it a personal goal to accuse me of negligence. I mention again, email and password used for chewy.com are not used across any websites.Business Response
Date: 08/03/2022
Hi there ******,
Thank you for taking the time to speak with us about this issue. 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. Furthermore,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.
It is possible that a sophisticated bad actor obtained your credentials from the breach of another website unrelated to Chewy, and the bad actor then used those stolen credentials to log into your Chewy account, and potentially other websites.
As we discussed, and because wed like you to have a positive experience, we'd be happy to offer $50.00 towards your next purchase from us. Please give us a call at ************** before placing your next order, and a supervisor will be happy to assist you 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.
Warmest regards,
Rio S.
**************** Manager
**************************
**************Customer Answer
Date: 08/05/2022
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
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