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:07/20/2022

  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.

  My order for RX items was canceled by Chewy without any explanation or apology. I had used a 10% off coupon that I wanted replaced. After I placed this order I emailed them for an ETA because several days had passed w/o a shipment notification, they never replied. After almost 2 weeks I receive an email notification from Chewy that the order was canceled, no explanation why. I emailed Chewy yet again asking them why they canceled my order, they never replied. Finally, after my third inquiry someone responded with an offer to resend my 10% coupon but with a *** ***** of $10. My previous coupon didnt have a *** ***** and I spent over $200 so she offered to replace the coupon with one thats half the *****. I respond that this is unacceptable and still had some questions why my order was canceled. Every response received was by a different rep and they are all telling me something different. Nobody would just apologize and replace my **** coupon! One wanted me to call, what a hassle! Im not going to call your busy call center and sit on hold. Just ridiculous.

  

  Business Response

  Date: 07/22/2022

  Hi Sunshine Joy,

  I'm sorry about your recent experience. At Chewy, we strive to provide a positive experience with every customer. We will certainly review your recent interactions for any missed opportunities.
  I was able to locate your order ending in *****. I can confirm on July 7th, we sent an email to the email address on file advising we needed verbal verification on your account due to a fraud block on your account before processing and shipping the order. The order automatically canceled on July 11th since we were unable to obtain a verbal authorization to release the fraud status.
  
  I can confirm your recent order ending in ***** was processed with a true 10% coupon. The subtotal of the order was $245.32 with a 10% savings of $24.53. 
  As a courtesy, and because you are a valued customer, wed be happy to offer you a $25 credit towards your next Chewy order. To redeem your offer, please call us at ************** before placing your next order and request to speak with a supervisor.
  
  
  
  **********************

  Customer Answer

  Date: 07/22/2022

   
  Complaint: 17597271
  
  I am rejecting this response because:
  
  I didnt receive an email requesting a release.  Besides, since when is this your practice in dealing with customers orders? Ive been a customer for years and have never had this hassle before.  Why was my order flagged for fraud anyway? Same delivery address, same RX food ect. Ive never experienced this kind of BS anywhere and I dont accept it from you either. You might want to require a 2 factor sign in to prevent fraud instead of hassling customers. 
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/04/2022

  Hi Sunny,
  

  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.?Our systems are continuously evolving to secure our pet parents account and verbal verifications may be required on any orders moving forward.
  
  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 usage.
  

  When processing your order ending in *****, we needed to verify some details to ensure your account had not been compromised. It seems that because we were unable to get in touch with you to resolve the issue, your order was cancelled. Since your order was canceled prior to shipping, we did not process a final charge to your payment method,and any pending holds/ authorizations should have therefore been released from your account as mentioned above. I can confirm our system sent an email on July 7th, advising verbal verification was needed to process the order.When we did not hear back by July 11th, we sent another email advising that the order has been canceled due to verification process being incomplete.
  

  Because wed like you to have a positive experience, and because you are a valued customer, wed be happy to offer you $25.00 towards your next purchase from us. Please give us a call at ************** before placing your next order.
  
  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
  **************************
  **************

   

  Customer Answer

  Date: 08/07/2022

   
  Complaint: 17597271
  
  I am rejecting this response because:
  My order was suspicious huh.  The same auto delivery order, same food and same address, but this was a red flag.  You people are ridiculous. I never received the email asking for information, I really dont care to hear about the email anymore!  Why didnt you guys call and leave a VM? There was NOTHING suspicious about my order and I refuse to accept that sad sack of an excuse. All youre doing is making doing business with you a huge hassle.  Im NOT calling your customer service either. Ill just order through Petco. Thanks 
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/18/2022

  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 made a purchase for medicine for my dog. The order was shipped on the 7th of July. I recieved my order on the 9th of July. The next day I had another charge show up on my card from Chewys for 1 ***** more than my original charge. I contacted them by phone and e mail about this. Never got any help just the run around. Today I contacted them spoke with a supervisor named Arian **** supposedly contacted his boss and he said they needed to take to my bank. Said they couldnt just refund my money over their mistake

  

  Business Response

  Date: 08/01/2022

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

  At **********************, we only charge your account when your order is shipped. However, when you first place an order, our payment system requests a payment authorization from your bank or credit card issuer. This basically places a hold for an estimated total amount of your order, which is calculated at the time you place your order, and includes an estimated state tax. This authorization/hold is not an actual final charge, but it does immediately affect the available balance on your bank account, in accordance with your banks practices or your credit card companys practices. Once your order is packed and shipped, we process a final charge for the order, which includes the final calculated state tax, and we inform your bank or credit card issuer that the order is complete, and they can release any authorizations or holds for the order. While the authorization/hold and the final charge may co-exist on your account for a brief time, the hold will eventually be released and will disappear from your account, and the final charge will remain, replacing the hold. The length of time the hold remains on your account, or the time it takes for the authorization to be released, depends on your bank or credit card issuer.

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

  I was able to locate your order ending in ***** and that is what happened here. When you first placed your order, a pending hold was authorized in the amount of $42.34 which included estimated taxes, this was not an actual charge on your account. Once the warehouse was selected and your order was shipped, the final amount including the final tax was calculated, totaling $42.33, and a final charge was processed for that amount. The pending hold or authorization should have been released thereafter, depending on your bank or credit card issuer.

  I am sorry for the confusion regarding our payment process. As a courtesy, I processed a full refund for your order ending in ***** in the amount of $42.33 on August 1st, 2022.  Generally speaking, you should 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.
  
  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,
  
  ******************
  CS Manager
  Chewy
  

  
  

• Initial Complaint

  Date:07/18/2022

  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.

  Hello. I am new to ****** and I have been trying to get prescriptions for my dog for over a week now. His previous owner ordered it from chewy and advised me to do the same. I order NexGard and HeartGard for him on July 10th and opted to have chewy call my vet. A day or two later, my order was canceled and when I called chewy they put me on hold to call the vet and told me the patient doesnt exist there. I called the vet the next day and I was told that my dog is still a patient there but they dont work either chewy and I would have to mail in prescriptions. I then got prescriptions and ordered again, this time opting for the option that mailed in prescriptions on July 14th. Once again my order was canceled, this time they said the patient has to be seen on an email. Then I called chewy and told them what was happening and what the vet had said. They then said youre vet wrote on the paper that the pet has to be seen and that they are telling two different things so you should call them and see whats going on. I proceed to call my vet and they have no idea what chewy is talking about, the vet says were not even allowed to talk to chewy, let them know you have prescriptions. I then order again with mail in prescriptions option on a July 16th and spend more money to mail the prescriptions because they cant use the old ones with the old order number. Well guess what! Its canceled once again! I am so tired of spending time to keep ordering just to have my order be canceled. Calling them isnt helping because at this point I can tell from their voice theyre annoyed and keep saying to call the vet and the vet says to call chewy. My dog is now late on his medication and Ive waisted so much time out of my day for this and I cant get medications anywhere near where I live. Please help me, he needs his medicine and I am struggling.

  

  Business Response

  Date: 07/22/2022

  Hi ****,
  
  I'm sorry about your recent order experience.  At Chewy, we strive to provide a positive experience with every customer interaction.
  
  We were able to reach out to your vet clinic to learn more about your orders ending in *****, *****, and *****. Your multiple orders were denied due to the clinics transition from an electronic prescription approval to a customer mailed prescription request. We have resolved this matter within our system with the clinic. According to our pharmacy team, you were able to place a new order on July 20th, and the team member made sure it was shipped overnight. We have confirmed via Fed Ex tracking ending **** was delivered on July 22nd.
  
  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,
  
  ***************************, Pharm.D
  Pharmacist
  

• Initial Complaint

  Date:07/15/2022

  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 have purchased item 7/6/2022 and I only have one payment method thru chewy and even thru paypal, and this is the second time I had to cover banks because they got one of them in the red. I have to cover over $225.00 in the amounts and the bank fees for the overdrafts, and this last was over $80.00 and between the 2 I could not pay bills because chewy charged a bank that is not linked with them at all, and am wondering on how they get the bank that is not linked with them at all and take money from it twice. I am seeking at least $300.00 money back and not credit for the website,. Because I have bills that will not get paid because of this issue. The firste one was $225.00 and this last one was $80.00 o it does total over $300.00 and I am only asking for $300.00.

  

  Business Response

  Date: 07/26/2022

  Hi there Katie,
  
  I'm so sorry about your recent experience. At Chewy, we strive to provide a positive experience with every customer interaction, and we dropped the ball here.
  
  I did some digging and can confirm that PayPal was selected as the payment method for your order ending ****. Please note that Chewy does not have access to any bank account or credit card information linked to your PayPal account, and we do not have the ability to select or change the PayPal payment method for an order, or otherwise make any changes to PayPal accounts. This type of change can only be actioned by you through PayPal. We recommend contacting PayPal to review your account and to identify any linked bank accounts or credit
  
  cards, and to determine the account or card that is selected as your preferred payment method for transactions authorized through PayPal, so you are able to make any necessary changes.
  
  As a courtesy, while you work with PayPal to correct any issues regarding your preferred payment method and linked accounts, Ive processed a full refund in the amount of $69.62 for your recent order ending in ****. Generally speaking, you will see the refund amount credited to the account associated with the payment method used for the order within 3 to 5 business days after the refund was processed, 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.
  
  Warm regards,
  
  ******************
  CS Manager
  Chewy

  Customer Answer

  Date: 07/27/2022

   
  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:07/14/2022

  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 fraudulently accessed and multiple auto ship orders were placed to different names and addresses across the *** with my paypal account that was saved as my preferred payor with Chewy.com. I immediately changed my password and stopped the other 2 autoship items and also cancelled the order, however, one order to ***** made thru processing and shipped. I immediately called Chewy customer service and they were nice and their systems were fraudulently hacked and this same thing had happened to many others and reassured me a refund for the full amount of ***** would be refunded asap. Days later, no communication and nothing happened. I called again and customer service advised it was my fault for disputing the charge with paypal and now we would need to wait a few days for the denial from Paypal, which I had already happened. I called back over after 2 weeks and they advised that I would need to email copies of my denial from Paypal so they could see that Paypal was denying the refund because they said it was at the fault of CHEWY.COM. I sent those copies by email and then received a email back from Cat A in Chewy customer service and she advised a refund in full would be coming ASAP and she would be escalating the issue. Again, no communication and no refund from Chewy. I called Chewy customer service back and they advised the refund is valid and due but it would be after 30 days from the original fraudulent activity on my account. More than 30 days later, on 7/13/22 , I called customer service and spoke to ***** and he said this should have already happened and he would escalate to his manager and to the fraud department manager and I would hear back right away. I see here on the BBB and on all reviews that is a common problem and common practice with Chewy , to avoid the issue at hand here. I do not want a coupon voucher to discount future products as you offering others, I want the refund that has been promised by so many of your employees.

  

  Business Response

  Date: 07/20/2022

  Hi there *****,
  

  I'm so sorry about your recent experience. At Chewy, we strive for a positive customer interaction, and we dropped the ball here.,and we dropped the ball here. We will certainly review your most recent interactions with our agents and follow up with any coaching opportunities.
  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 order ending in ***** was refunded in the total amount of $42.36.  Generally speaking,you may 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.
  

  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: 07/21/2022

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