Business Profile

Pet Supplies

Chewy, Inc.

Complaints

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

Customer Complaints Summary

484 total complaints in the last 3 years.
175 complaints closed in the last 12 months.

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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:03/25/2025
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.
Both in February and March of 2025, Chewy has blocked my account and my orders. I spend over $12,000 annually on Chewy. I have spoken to multiple **** both while chatting and calling and they cannot seem to figure out why I am getting blocked every month. This is outrageous to spend so much money every month with 3 autoship deliveries and not be able to feed my pets.
Business Response
Date: 03/27/2025
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.

We apologize for the technical issue that impacted your Autoship order. Im so pleased we were able to connect and get things fixed for you. Your Autoship has been successfully updated, and your next scheduled shipment should process as expected.

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,

***** B
Customer Care Manager
Chewy
Customer Answer
Date: 04/09/2025

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:03/23/2025
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.
March 20th I logged on to chewy to check prices of flea and tick medication and noticed at the top of their landing page they have an advertisement stating 50% off 1st autoship order of flea and tick medication. I navigated to vectra for medium dogs, I chose vectra 12 month supply at $178.18. I added to autoship but the total at checkout. Only came down to $169.27 vs $89.09 which is 50%. $169.27 is only 5% it to my autoship but when I went to checkout only 5% was deducted. I retried it with a 6 month supply but the same thing happened and I only got 5% off not 50%. attempted to resolve by chatting with customer service but they said it's for pharmacy Rx orders only however that is NOT how the ad reads as my screenshots and video show. They offered 10% off which is nothing even close to 50% so I said it they refused to honor what their website clearly is advertising if take it up with the appropriate state & federal entities that oversee false advertising/bait And switch.
Business Response
Date: 03/31/2025
Hi ******,
I'm so sorry about your recent order experience. At Chewy, we strive to provide a positive experience with every customer interaction, and we dropped the ball here. 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 can confirm that the Vectra 3D Flea & Tick Spot Treatment for Dogs, 2155 lbs, 12 Doses (12-month supply) is excluded from the 50% off your first Autoship order of flea & tick protection promotion. To view available promotions for specific items, we recommend logging into your Chewy account and checking the product page directlyany applicable promo details will appear beneath the items price.
We apologize for any confusion or miscommunication regarding this promotion. As a courtesy, and because you are a valued customer, wed like to offer you a $50 eGift Card for your experience. This eGift Card does not expire and can be used at any time on your next Chewy order.
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,
********* .W
Customer Care Manager www.chewy.com **************
Customer Answer
Date: 04/04/2025

Complaint: 23104645

I am rejecting this response because:
There are over 25 pages I found with the advertisement "50% off flea and tick medication with first autoship."
NOT ONE of those ads was in the pharmacy section.
There was no *, caviat, small print, special circumstance may apply or anything of the sort to lead one to believe there was a catch.
I tried to resolve it with you and you offered me a measly 10% off which isn't even half of 50%, has you offered something like 25% at the time I would have accepted but you continued to treat me like an idiot.
A week later I went back, you hadn't changed any of your false and misleading advertising.
2 weeks later, still no changes and just last week my sister, who is a chief marketing officer told me she found the same thing when looking for flea and tick medication for her cats and because she knows the laws and regulations she assured me this is false and misleading advertising and I shouldn't drop it and that she would be following up without states AGs office and submitting complaints of her own given the deceptive advertising practices you've doubled down on.
I gave you a chance to resolve it and it it's not settled here I'm filing in small claims. Maybe to you a $50 savings isn't a lot but that's good for a week for me so I'm not letting your corporate offices think they can get away with misleading people.

Sincerely,

****** *******
Business Response
Date: 04/08/2025
Hi ******,

I'm so sorry again about your recent order experience. At Chewy, we strive to provide a positive experience with every customer interaction, and its clear we dropped the ball here.
As previously mentioned, Vectra 3D Flea & Tick Spot Treatment for Dogs, 2155 lbs, 12 Doses (12-month supply) is excluded from the 50% off your first Autoship order of flea & tick protection promotion. When clicking on the promotional banner for 50% off your first Autoship order of flea and tick protection, a new page opens displaying all eligible items. That page also clearly notes any exclusions to the offer. To view which promotions apply to specific items, please make sure youre logged into your Chewy account and check the product pageany
available promotions will appear beneath the items price. Additionally, Pharmacy items will be labeled with Prescription Item or Prescription Required directly on the product page.
We apologize for the misunderstanding and any miscommunication about this. As a courtesy, we added a $65 eGift Card to your account towards your next Chewy order. This has been applied to your account and is available to use on your next order.
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 help however we can.
Warm regards,
********* .W
Customer Care Manager ************************** **************
Customer Answer
Date: 04/17/2025

Complaint: 23104645

I am rejecting this response because:

Complaint: 23104645

I am rejecting this response because:
As mentioned and have shown in all of my screenshots, your ad said 50% off flea and tick medication. There was no asterisk or no other notification that this this promotion only applied to prescription medications. On top of that the ad ran on every single page of Chuy's website. If it was just a promotion for flea and tick medication for prescriptions only, number one you should have called that out in the ad, and number two you should have not had the roaming ads with the circulating banner showing 50% off flea and tick medication on EVERY SINGLE CHEWY PAGE WITH NO MENTION OF IT BEING RX ONLY IN THAT AD AS YOU CAN CLEARLY.SEE FROM MY POSTS .
If it was for rx only the ad should have read 50% off first autoship of prescription flea and tick medication.

I believe your ad was meant to mislead people into setting up autoships for other flea and tick medications and not realizing that the 50% discount didn't apply until they got their credit card statement or bank statement specifically because 5 days after I complained multiple times the ad was still running in the same manner. It was clearly meant to mislead and take advantage of your customers. I am not going to accept any offer except you honoring the 50% off my flea and tick medication and an apology too all of your customers would be appropriate as well given that you've dragged this out in unnecessarily exorbitant amount of time
Looking forward to your reply and acknowledgment of your accidental or purposely misleading customers with the ad.
All the best,
****** *******,

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

****** *******
Initial Complaint
Date:03/22/2025
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.
Started my Chewy account in Feb 2025, ********************** was offering a $20. Gift card if you sent so much. Started auto ship on Iams dogs food mini chunks, received my order and gift card perfectly fine, March 9th decided to use my $20 gift card to purchase some dog treats, on website it says save 50% off with first auto ship with this exact dog treat. Placed my order for named dog treats and temptations cat treats. Order number **********, received a email from Chewy saying my dog treats arnt eligible for 50%off discount after it applied perfectly fine while placing order, March 21, 2025 placed same order for same dog treats offered 50% off same dog treats, allied my $20 gift card Chewy applied to my account from Iams order and they emailed me saying they are canceling it that the offer has already been applied. The offer hasn't been applied, if it was its because I placed the order from March 9th. Still showing on ***** website that offer is available but they absolutely refuse to give me this deal. They say if I pay full price they can ship my order out when I call. This is my only Chewy account and the first time I've ever ordered with them is when I placed my order for Iams dog food. This is twice now they have refused this offer to me as advertised on theor website. They keep telling me the promotion has already been applied. It most definitely hasn't. I would like to be able to place my order like the website offers. Makes me want to never order with this company again. Didn't ever have a order issue when I placed my very first order for the Iams. NOW any order i placed is canceled.
Business Response
Date: 03/25/2025
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. We are reviewing your recent interactions with our agents and will follow up with the agents for a coaching session for any missed opportunities.
We did some additional digging and were able to confirm that you qualified for the Freshpet promotion. To make things right and ensure you receive the full value of the offer, we've added a $25 eGift Card to your account. You can apply it towards your next purchase whenever it's most convenient for you.
While reviewing your account, we noticed there are multiple accounts associated with the information you provided. To ensure you can continue enjoying the full benefits of future promotions without any hiccups, we recommend using just one account for all your ********************** purchases. This helps prevent any issues with offer eligibility or overlapping promotions. For help consolidating your accounts, please reach out to our ************* team. Theyll be happy to assist you with deactivating any duplicate accounts and making sure everything is set up smoothly moving forward.
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,
******** M
************* Manager
**********************
Initial Complaint
Date:03/21/2025
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.
Returned packaged weighed approximately 31lbs however chewy return label states 1lb. All items returned but company indicates otherwise that not everything was sent back. Not sure if this is an unethical tactic by the company but theres a missing refund now. They cant disclose or tell me the weight of the package, which would be a simple problem solver. They told me they received the LIGHTEST items of the order yet all items including food was sent back (packaged weighed 31 lbs)
Business Response
Date: 03/26/2025
Hey there *****,
I'm so sorry about your recent experience. At Chewy, we strive to provide a positive experience with every customer interaction, and we dropped the ball here. We will certainly review your most recent interactions with our customer service representatives and follow up with the agents for any missed opportunities.
Were so sorry for the inconvenience and confusion surrounding your refund. I did some digging and was able to locate your order ending in *****. On March 22, 2025, we processed a partial refund in the amount of $127.51 for the items that our warehouse was able to verify upon receiving your returned package. Generally speaking, you will see the refunded amount credited to the account associated with the payment method on file within 3 to 5 business days from the processing dates, however that timing may vary based on your banking institution.
Any items that could not be verified during the inspection of your return were not included in the refund. We understand you may have hoped for a different resolution, and we truly empathize with your frustration we know how disappointing this must have been. Please know that the compensation provided was based on our internal guidelines and based on the items our team was able to confirm upon receipt of the return.

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

Warm regards,

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

Customer Answer
Date: 03/26/2025

Complaint: 23100147

I am rejecting this response because: all items were packaged in the box at ***** drop off. The box weighed over 30lbs. The girl needed help carrying it off the counter! You are indicating to me the box weighed much less than that with the refund amount. I would like a ***** investigation opened. This should be an easy one to solve. Consumer protection issue is present.

Sincerely,

***** Bel
Business Response
Date: 03/27/2025
Hey there *****,
I'm so sorry about your recent experience.
As we mentioned in our prior response, a comprehensive investigation was conducted and completed in coordination with our shipping partners and internal teams. Based on the results of this investigation, a refund was issued for the items that were verified and received at our facility. Items that could not be verified upon inspection were not included in the refund.
We really appreciate your understanding and thank you for giving us the opportunity to help with this. If you have any questions, please don't hesitate to reach out to us. We're here 24/7 to lend a helping paw.

Warm regards,

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

Customer Answer
Date: 03/27/2025

Complaint: 23100147

I am rejecting this response because: I have asked MULTIPLE times for a ***** investigation ticket to be opened. THIS WILL BE A VERY EFFICIENT AND EFFECTIVE WAY TO DETERMINE WHAT WAS IN THE BOX BASED OFF OF WEIGHT. It has been confirmed by ***** that the package weight was MORE than what your emails indicate. I was told, and which I have relayed to you MULTIPLE times, A ***** investigation ticket needs to be opened by YOUR COMPANY. But its appalling and bizarre you CONTINUE to DISREGARD this REQUEST and just want to tell me what was SUPPOSEDLY reviewed and verified by chewy in the warehouse as if thats the GOSPEL and the end all be all and expect people to just believe that. Again, its BIZARRE that a simple solution would be a ***** ticket investigation and after ONE week that still hasnt happened and youre reluctant to do this. RED FLAG
It was also brought to my attention, (which ***** is sending me within the next few business days,) that I can request an INVOICE of what you were charged by them. Seeing your return labels have a standard 1lb on them (Indicated by your colleague), and packages that are sent back tend to exceed that, they would provide you an invoice as to what you were charged and what was adjusted based on weight. So please provide that to me as ALSO PREVIOUSLY REQUESTED.
With these two SIMPLE requests this should be a very SIMPLE problem solver and as a consumer dealing with a consumer protection and consumer rights issue I wont have to trust your incompetent warehouses findings as the GOSPEL.

Sincerely,

***** Bel
Business Response
Date: 03/28/2025
Hey there *****,
I'm so sorry about your recent experience.

At this time, Chewy is unable to request or provide an invoice for the returned package, as invoices for individual returns and related business charges are not available for public release.
As mentioned in our prior response, a comprehensive investigation was completed in coordination with our warehouse team and FedEx.Based on the results of that investigation, a refund was issued for the items that were verified upon receipt at our facility. Any items that could not be verified during the inspection of your return were not included in the refund for that order.
Thank you for giving us the opportunity to help with this.
Warm regards,

****** *.
Customer Service Manager
**************************
**************
Initial Complaint
Date:03/21/2025
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.
I placed an order through their sight, it offered me an eligible promotion of a new customer spends 49$ and get a 20$ gift card. It states in the terms and conditions it needs to be first purchase, and new customers only. I have never made a purchase before. I have not been a customer, the *** is stated due to the fact that I had an online account from 2022. But no purchases, nothing, just a registered email, never have I made a purchase, no where in the terms and conditions does it mention it has to be a new account opened within a certain time period, it states first ORDER. So my order is current in p***aring shipment while she sends it to review, she said I can cancel the order and make a new one as a non new customer, she said I would have to do that as I wont be a new customer with the current purchase I just made and the account being created before. I feel this is deceptive advertising. She then said she would send this to review to see if they can ship it out. With no further contact. I feel this is a bait and switch. Especially since their site will not allow ineligible promotions during an order, and this let me place a order.
Business Response
Date: 03/24/2025
Hi ******,
I'm so sorry about your recent order experience. At Chewy, we strive to provide a positive experience with every customer interaction, and we dropped the ball here.
I did some digging and located several active accounts with the information you provided. As such, it was determined that your order ending in ***** was not eligible and for the relevant promotion.
We would be happy to assist you with deactivating the active accounts that have been identified. Please give us a call at ************** at your convenience, and a supervisor will be happy to assist you. Also, if you would like to re-process the order without the discount, please let us know and well put our paws to work.
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,
***** *.
Customer Care Manager
**********************
Customer Answer
Date: 03/24/2025

Complaint: 23097177

I am rejecting this response because:
I am in fact a new customer, the terms and conditions do not state all members in a house regardless if renting a room is considered one household and are required one login, and that roommates do not substantiate a household, and my information has not changed. I reject this response as I was told it was a personal consideration that could approve or deny, and I was not called by *****, I called in and I was also told by supervisor ***** was out of office until Wednesday.
I believe Im getting refused and denied the promotion now after being told it was approved because of filing a bbb complaint.
I am a new customer, never made other accounts, nor do they have any of my information. The only thing that is preventing this is an address used by a previous person.
per **** that is why they refused to accept the case by case exception.
previous orders/address etc does not substantiate customer accounts, people can take over ownership, people leave and leave animals, life changes and does not substantiate other peoples accounts, that are not even under my name nor any information other than the address.
that is why I refuse this response.
Sincerely,

****** ******
Business Response
Date: 03/25/2025
Hi Hunter,
At Chewy, we strive to provide a positive experience with every customer interaction, and we dropped the ball here.
As we previously discussed, were unable to honor the promotion associated with your order ending in *****. That particular offer is reserved for brand-new Chewy customers who have not placed an order with us before. After a thorough review,we found that your information is linked to a few other recently active accounts, which makes the order ineligible for the promotion.
Additionally,if youd like to deactivate these additional accounts that weve identified, please give us a call at ************** at your convenience, and a supervisor will be happy to assist you. Also, if you would like to re-process the order without the discount or if youd like help finding qualifying discounts that may be available, please let us know and well be happy to help however we can.
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,
**** *.
Customer Care Manager
**********************
Initial Complaint
Date:03/20/2025
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 keep asking them to close my account and they keep closing the chat and refusing to close the account
Business Response
Date: 03/21/2025

Hi ********,
I'm so sorry about your recent experience. At Chewy, we strive to provide a positive experience with every customer interaction, and we dropped the ball here.
We did some digging and located your account. To that end, and as you requested, your account has been successfully closed, along with any active Autoship orders.
Were sorry to see you go, but if you ever decide to return, wed be happy to welcome you and Hannah ***** Our team is available 24/7 to assist with all your pet needs.
If you have any further concerns, please dont hesitate to reach out.
Best regards,
****** *.
Customer Care Manager
Chewy
Customer Answer
Date: 03/21/2025

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:03/20/2025
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.
I recently was told that I could mail a Purina coupon worth up to $49.99 to Chewy and expect it be applied to my online Chewy app by a person using the name **** *., but Chewy refuses to apply to coupon to my account. For this reason, I believe Chewy should no less apply the $49.99 credit to my Chewy app listed under my name ******* ********.
Business Response
Date: 03/21/2025
Dear *******,
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.
Im happy to let you know that we were able to locate the Purina coupon you sent to us and confirm that it has been applied to your account. Youll be able to use it whenever youre ready to place your next order.
If you have any further questions or need assistance, please dont hesitate to reach out. We truly appreciate you being a part of the Chewy family and are always here to help!
Best regards,
****** *.
************* Manager
**********************
Customer Answer
Date: 03/23/2025

Complaint: 23087876

I am rejecting this response because unlike what Chewy indicates the said coupon does not readily appear on my Chewy account. Please inform me where the $49.99 Purina coupon is available on my Chewy account or, for example, provide a promo code to utilize that value.

Sincerely,

******* ********
Business Response
Date: 03/27/2025
*******,
I sincerely apologize for any confusion regarding your recent experience. At Chewy, were committed to providing clear and helpful support, and I regret that we fell short in this instance.
Regarding your coupon, this coupon requires contacting our ************* Team to apply it to your order. Once the order is placed, the coupon will no longer be valid. You're welcome to send in your coupons for processing, though please note it may take 2-3 weeks for them to be applied to your account.
If you need any assistance, please dont hesitate to reach outwe're always happy to help!

Best regards,
****** *.
************* Manager
**********************
Customer Answer
Date: 03/29/2025

Complaint: 23087876

I am rejecting this response because I had already sent Chewy a $49.99 Purina coupon they had told me they would apply to my Chewy app online by 1) sending a *** image of it by email to Chewy and 2) sending Chewy the actual coupon by mail as instructed but Chewy did not apply the $49.99 Purina coupon to my account as they claimed they would. Please review the attachments including 1) the *** image of the coupon, 2) email to and from Chewy including Chewy's instructions on where to mail the coupon, and 3) my original BBB complaint against Chewy.
I request that Chewy apply the $49.99 coupon to my Chewy app account by its 3/31/25 expiration date or apply $49.99 store credit to my Chewy account.
Finally, per the the most recent Chewy employee's remark, I do understand that after rending the coupon it would be utilized and not longer valid, I, however, understand I should be able to utilize the manufacturer's coupon prior to its expiration and suffice to cover $49.99 of Purina products.

Sincerely,

******* ********
Business Response
Date: 04/07/2025
Hi *******,

I sincerely apologize for any confusion you experienced regarding your recent order. At Chewy, we are committed to providing clear and helpful support, and I regret that we fell short in this instance.

Regarding your coupon, manufacturer coupons require you to contact our ************* Team to apply it to your order. Since this is a coupon directly from Purina, we are unable to generate a coupon code for it. However, we would be more than happy to honor this coupon on your next order.

If you need any further assistance or have any questions, please don't hesitate to reach outwe're always here to help!

Thank you for your understanding and continued support.

Best regards,

******* *.
************* Manager
**********************
Customer Answer
Date: 04/07/2025

Complaint: 23087876
To Whom It May Concern:
I am rejecting this response because, while I believe the issue of the Purina coupons is now resolved, the concern I have for the latest dented cans remains.
In my latest Chewy order #**********, there were a total of 12 dented cans. While I noticed a refund from Chewy in my bank account posted on 4/3/25, it was for a total of $9.29. Because $9.29 does not cover the value of 12 cans of cat food including Friskies and Fancy Feast, I am requesting that Chewy send an addition refund of approximately $3.00-to-$5.00.

Sincerely,

******* ********
Initial Complaint
Date:03/19/2025
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.
On March 5 (or earlier) I made a call to Chewy about getting a refund for a partial case of canned foods because my cat threw up after eating the food. I was told that I had to return the remaining cases to get the refund. Later someone else emailed me and said I did not need to return the cans. Then another person on the phone said oh yes I had to return them after all. I sent out the cans possibly on the same day because ***** confirmed delivery for March 8 (tracking number: ************). However, they never refunded me until I made another phone call last week. I was told they had to inspect the cans and refund would be issued in 3-5 business day. A week had passed and no refund. I called again today and was told they didnt release my refund so I have to wait another 3-5 days.Its super annoying that they gave me contradicting confusing instructions, that I have to keep track of stuff like this, that companies cant be honest. If I dont remember are they going to forget too?! The supervisor I talked to today did not even apologize and just said she released the refund. Seriously? ELEVEN (11) days after you received my return and you still did not release it until I called?! What if the refund was not issued again and I have to wait and wait and check and check?!!! Chewys customer service has taken a nose dive. Wrong info, long wait time, and not a single apology.I want an apology and compensation for your incompetence.
Business Response
Date: 03/21/2025
Hello Qi,
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 understand how frustrating it can be to receive mixed messages and experience delays, especially when you're trying to do the right thing for your pet. We confirmed that your return has been received, and the refund has been issued for your order ending *****. Generally speaking, you will see the refunded amount credited to the account associated with the payment method on file for the order within 3 to 5 business days, however that timing may vary based on your banking institution.
As a courtesy, and because you are a valued customer, wed be happy to offer a $50 eGift Card towards your next Chewy order. This has been applied to your account and is available to use on your next order.
Thank you for bringing this to our attention and for your patience as we work to improve. If theres anything else we can do to make this right, please dont hesitate to reach out.
Warm regards,
***** *.
Customer Care Manager
**********************
Customer Answer
Date: 03/24/2025

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:03/12/2025
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.
We brought our dog into the vet and were charged for medication that we never received. I have been contacting them 42 weeks and have not received my refund to my original form of payment. My dog is also out of the medicasian and have not received that.
Business Response
Date: 03/21/2025
Hello *******,

I'm so sorry about your recent experience at Chewy ********* 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 a courtesy order (ending *****) that was placed for the Posatex Otic on March 12, 2025. According to ***** Tracking, that order was delivered on March 13, 2025. As an added courtesy, a credit of $125 has been applied to your Chewy ******** account.

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,

******** G
Customer Care Manager
**********************
Customer Answer
Date: 04/08/2025

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:03/11/2025
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 placed an order March 5th 2025 for oster cordless dog groomer clippers. I received that order a couple days laters defective. They told me to dispose of them and they would send me a replacement pair. So I do so, they send out the replacement pair March 8th i received them the following day and they were used, broken/not working, incomplete (was missing the blade, oil and cleaning brush. The clippers wouldnt even turn on. Theyre setting me back in my dog grooming training because I dont have a pair of functional clippers. To send me clippers in the condition they came the second time after already received defective ones the first time was completely incompetent and unprofessional. They were literally trash.
Business Response
Date: 03/13/2025
Hi There ****,

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

I did some digging and was able to locate your order ending in *****. As we discussed, we have processed a refund for the order due to the product not meeting your expectations. Generally speaking, you should see the refunded amount credited to the account associated with the payment method used for the order within 3 to 5 business days, however, that timing may vary based on your banking institution.

As a courtesy, and due to your experience, weve also added a 10% discount (up to $10 off) to your account, which will be available for use on your next Chewy order.

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 Care Management
**********************
Customer Answer
Date: 03/14/2025

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,

**** *******

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