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. has 6 locations, listed below.

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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.

  3251 Hollywood Blvd Hollywood, FL 33021-6942

  
• 

  Chewy, Inc

  40 Dauphin Dr Mechanicsburg, PA 17050-8521

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:03/11/2025

  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 have been a loyal chewy customer well I ordered one of those Kong ********************** treats dispensers they bout choked my cat. My 3 cats do not chew on stuff they are , 3,7,and 8 yrs my older cat was getting a treat and I noticed purple pieces on the ground he was so close to swallowing the piece of treat dispenser I didn't know it was cracked and looked it up there were other people that had issues with the same one my upstairs neighbor too. This product should be recalled. Another item not so dangerous I bought what I thought was a flying chicken for my cats it does not fly unless u throw it, well anything will fly when u throw it lmao it's just another piece of junk I wasted ***** on I'm so upset. I ordered today Called 3 times for no one to tell me my account is locked one person hung up on me when I told her my cat was trying to eat the treat dispenser could have choked my cat I was so scared but thank God I caught it. That can cause a intestinal blockage!!!!!!!!!!!

  

  Business Response

  Date: 03/12/2025

  Dear ******,
  
  Im so sorry for your recent experience. Here at Chewy we strive to provide top notch service with every interaction.
  
  Im incredibly sorry to hear about your experience with the Kong Chew Treat Dispenser. We take product safety concerns very seriously, and I completely understand how frightening this must have been for you and your pets. I truly appreciate you bringing this to our attention. We also recommend reaching out to the manufacturer to discuss your concerns further with them as well.
  
  I did some digging, but unfortunately, I was unable to locate an account under the information provided that ordered the item you described. Wed love the opportunity to assist you furtherplease give us a call at ************** and ask for a supervisor.
  
  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 at **************. We're here 24/7 to lend a helping paw.?
  
  Warm regards,
  
  ******** *.
  Customer Care Manager **********************
  **************

• Initial Complaint

  Date:03/06/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered seven separate ***** food items for my puppy. Out of the seven containers, two containers ( ***** Home Delights Sausage ************* and Cheese in Gravy Case of 24 Qty:1 as well as ***** Home Delights Grilled NY Strip flavor w/ Vegetables Case of 24 Qty:1 ) were leasing juices and minimal food due to the "peel back" openers coming off the food containers.I called Chewy upon discovery and was told I would be called back within 24 hours. I was not called, but yet sent two emails with return labels in order for my items to be replaced.1.) The items were open and leaking and a shipper WILL NOT ship open and leaking items.2.) the items being requested for return are at the bottom of a city dumpster but yet they wanted me to obtain the item(s)........Now I am out almost $100.00 and Chewy WILL NOT replace the damaged food items.

  

  Business Response

  Date: 03/10/2025

  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.

  Thank you for chatting with me and giving Chewy the opportunity to make it right. As we discussed, returns are assessed on a case-by-case basis, and in some instances, we may request that damaged items be returned before issuing a refund or replacement. This allows us to investigate any potential product issues and ensure quality control.
  
  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

  Chewy

  Customer Answer

  Date: 03/10/2025

   
  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:03/06/2025

  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.

  Email sent with $15 credit code MISSYOU15. It doesnt work. They cannot figure out why either. Yet they keep sending emails reminding me to use it. They offered to credit my card $15 if I give them the number. There is NO WAY Im giving anyone my CC number. When I tried to use it I got the message below:Please add eligible items to your order to redeem this promo code (MISSYOU15).There is nothing anywhere indicating eligible items. They dont know that either. Either make the code work, give me one that does or stop sending invalid codes.

  

  Business Response

  Date: 03/07/2025

  Hello ****,

  
  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 can confirm there was an unexpected error with the MISSYOU15 promotion you received. I understand how frustrating it must be to receive a promo code that isnt working as expected. Id be happy to offer an alternative solution. To redeem this offer, please give us a call at ************** before placing your order, and a supervisor will be happy to assist you with applying the code.
  
  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.
  
  Kind Regards,
  
  ******** G
  Customer Care Manager
  **********************

  Customer Answer

  Date: 03/07/2025

  I received an email and a phone message from ******** G, a Chewy ************* Manager. 
  

  I returned the call later that day. When I asked to speak to ******** G, the ************* ********** one knew who she was!
  

  Soan email from a Manager that no one knows, on top of a coupon code that no one can make work.

  You cant make this stuff up.

  Customer Answer

  Date: 03/09/2025

  I received another call from ********.

  She credited my order the coupon amount, the items were shipped and I received them. 
  

  ******** was most gracious.
   
  Please close this issue.

  Thank You.

• Initial Complaint

  Date:03/04/2025

  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.

  I have a issue With return Order #?1632350187?Placed On: Feb 13, 2025 4:20 PM EST I see return was received by chewy since February 20th I have yet to receive a update or refund GoDog Dragons Chew Guard Squeaky Plush Dog Toy, Coral, Large KONG Floppy Knots Dog Toy, Fox, Medium/Large Not sure if I have to dispute the transaction with my credit card provider I was told by chewy support on ******* That warehouse team is still awaiting to confirm How much longer could that be for 2 chew toys

  

  Business Response

  Date: 03/06/2025

  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.

  We sincerely apologize for the delay and any confusion regarding your refund. Upon reviewing your order ending in *****, we found that additional validation of your return was required before the $22.39 refund could be processed, leading to an unexpected delay. I can confirm that the refund was successfully issued on March 6, 2025. Generally speaking, you will see the refund amount credited to the account associated with the payment method on file within 3 to 6 business days from the processing dates, 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. 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: 03/20/2025

   
  Complaint: 23017223
  
  I am rejecting this response because:

  I returned my entire order in  two separate 
  Returns and Ive so far been refunded for only 1 return which was for the toys

  now Im waiting  for refund for dog treats I reached out to support via ******* they said they would reach out which they never did which leads to me now reaching out once again 

  in left due a refund for the dog treats ***** tracking shows delivered since the 5th

  285888966301 is tracking number associated with dog treat return
  

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

  

  Business Response

  Date: 03/28/2025

  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.
  We apologize for the inconvenience and confusion regarding your refund. I did some digging and was able to locate your order ending in *****. On March 6, 2025, we processed a partial refund in the amount of $22.39 for the items our team was able to verify at that time. A secondary partial refund in the amount of $23.37 was processed on March 28, 2025, for the remaining items. Generally speaking, you should see the refunded amounts 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.
  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
  **************************
  **************
  
  

• Initial Complaint

  Date:03/03/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on chewy and was told I would receive some items as soon as 1-3 days. I received an email saying part of my order shipped and would arrive on March 3rd. I contacted chewy after my order didnt arrive and they said that since I had multiple orders they were just going to wait and ship it all together so now the items werent going to arrive by the promised delivery date. They are blaming it all of ***** and refusing to do anything to fix the issue. I was never notified my order would be delayed or that the items werent actually shipped.

  

  Business Response

  Date: 03/05/2025

  Dear *********,
  

  
  Im 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 really appreciate your feedback and thank you for giving us the opportunity to help.
  
  Thank you so much for taking the time to speak with me and giving Chewy the opportunity to make it right. As we discussed, I can confirm warehouse and shipper complaints were processed when you contacted us previously. As a courtesy, and due to your experience, I added a $75 Chewy eGift Card to your account. The gift card will be available to be used in ***** hours.
  
  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 Manager

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

  Customer Answer

  Date: 03/05/2025

   
  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:02/26/2025

  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.

  I did not receive my dog food and have reached out several times and they said they needed to check with ***** and it has been over 2 weeks with no response. It was supposed to arrive on February 15th and the photo was not my home. I had to go out and get food for my dog at ********. I expect an answer to this and please email me what you intend to do to either replace or give me a refund for this order

  

  Business Response

  Date: 03/03/2025

  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. I apologize for any frustration you may be experiencing because of it.
  
  Ive done a little digging and Im happy to provide an update on the order ending in *****. According to ***** GPS tracking, the package was delivered to the address on file. Additionally, we did some digging and located multiple accounts associated with your information. Based on our internal review, we have determined that your order history shows multiple reported missing deliveries across all your accounts. Due to this pattern, we are unable to process a replacement or refund for this order. If youd like to continue to order from Chewy, and to help ensure successful future deliveries, we recommend a secure pickup location, such as a Walgreens, ***** Office, or other authorized ***** pickup center.
  
  If you need further clarification, please give us a call at **************, and a supervisor will be happy to assist you.
  
  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 Manager
  **********************

• Initial Complaint

  Date:02/25/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with incorrect information, and contacted them immediately via chat and was told order was cancelled. When I went to place correct order a little bit later it told me pending autoship and then realized first one was not cancelled. Chat again....and Kayala told me she would contact driver and have first order returned to them...this was all on 02/21 - so...I looked again and she did not give me the correct autoship price for the order she placed - so, I gave up and called this time,, new girl, very nice...told me she was sorry and second order was locked - she would have to cancel and place a 3rd order to fix autoship price. I said OK, and she told me she cancelled it. NOW - I have 3 pending orders...had to call again on Saturday and they took off the 20 to correct price lady did not for 3rd order. I don't want any of them now!!!!!! and NONE OF THEM HAVE SHIPPED AND THEY WILL NOT REFUND ME...MAYBE TOMORROW. I guess this was worth losing a customer over and they could care less about my bank account

• Initial Complaint

  Date:02/25/2025

  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.

  My vet sent a prescription to Chewy for my two small dogs. The medication needed to be compounded and they were supposed to ship it over night and for me to receive it by Monday. If I did not receive by Monday and I had to get the medication elsewhere sooner that Chewy would reimburse me. I sent a copy of the receipt 4 times.

  

  Business Response

  Date: 03/04/2025

  Hi *******,
  
  Im 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 did some digging and located your order ending *****. As of February 25, 2025, we have processed a full refund for the order. Generally speaking, you will see the refund amount credited to the account associated with the payment method on file within 3 to 5 business days, however that timing may vary based on your banking institution.
  
  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 assist you, if needed.

  Warm Regards,

  ***** *.

  Chewy **************************** Manager

  Customer Answer

  Date: 03/20/2025

   
  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:02/24/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company should be ashamed of itself. I have now lost thousands of dollars of packages due to Chewys neglect and lack of accountability. I have confirmed my address, filed complaints, spoken to managers. All for the cycle to continue. I have lost speciality medication and food for my cats and my service dogs. You are purposely mistreating a disabled individual and her federally protected service dog. I have had employee after employee lie, gaslight, and shift blame. All as my pets continue to suffer. Shame on you for being profit greedy soulless monsters.

  

  Business Response

  Date: 02/27/2025

  Dear *******,
  
  Thank you for reaching out and sharing your recent experience with us. We sincerely apologize for any inconvenience this has caused.
  
  I understand how incredibly frustrating and upsetting this situation has been, especially given the importance of these orders for your pets and service dog. I assure you that we take these concerns very seriously, and we sincerely regret any distress this has caused you.
  
  I did some digging and located your account. We understand that you previously spoke with a supervisor and were issued a $150 refund for the delivery delay on your order ending in ***** to assist with a local purchase. 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 after the date it was processed, however that timing may vary based on your banking institution. Also, I can confirm via ***** tracking that your order ending in ***** was delivered February 3, 2025.

  Lastly, I understand the importance of having an order delivered on time, and how this delay may have inconvenienced your pet family and your personal schedule. To that end, we filed a complaint on your behalf with the shipper to help address the ongoing inconsistencies with your deliveries.
  
  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 Manager **********************
  **************

• Initial Complaint

  Date:02/22/2025

  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 purchased a cat ear infection aide for my ****** a week ago I have been receiving emails stating its on the way, it cost me 30dollars, I am currently in between jobs and can not afford a vet bill so I depended on your company for help. I still to this day have not received my order Ive called customer service 2 times and Im being told to reorder or get a refund this is not acceptable to me my cat and I were depending on your product, if I dont receive my new order within two days I promise I will report this to the bbb

  

  Business Response

  Date: 02/26/2025

  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 apologize again for the frustration with your experience and any stress it has caused you. This is not the Chewy norm, and you have every right to be upset.

  We understand that when you, a valued customer, make a purchase from our site, you expect to receive your product in a timely manner and in excellent condition, especially when it comes to your pets health. I did some digging and was able to locate your order. I see that youve reached out to our team, and we processed a replacement order that is currently on its way to you, along with the original order.
  As a courtesy, and because you are a valued customer, I have refunded your order, as well as added a $30 eGift Card to your account. 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, though that timing may vary based on your banking institution.

  Lastly, we have contacted our shipper about the situation, and are still currently working to get your order to you as soon as we possibly 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 help however we can.

  Warm regards,
  ********* .W
  Customer Care Manager
  ****************************************