Reviews

This profile includes reviews 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

  40 Dauphin Dr Mechanicsburg, PA 17050-8521

• 

  Chewy, Inc.

  256 S. 143rd Ave. Suite B Goodyear, AZ 85338

• 

  Chewy, Inc

  2815 Watterson Trl Louisville, KY 40299-3868

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  Chewy, Inc.

  3251 Hollywood Blvd Hollywood, FL 33021-6942

  

Review Details

• Review fromCo S

  Date: 01/06/2025

  2 stars

  Co S

  Date: 01/06/2025

  I've ordered from Chewy ****** twice now, having set up auto delivery with my first order. Both times I've had to call customer support because the delivery did not come when scheduled. I received an email telling me to expect my delivery today but nothing showed up. I had received no further communication from the company so I tracked my delivery, at 4pm they had decided I would not be getting my scheduled delivery but the company didn't think they should send an email to let me know. According to the ***, there was still 6 hours of delivery time left in the day when Chewy Canada decided not to deliver my package. I called customer service and I was told that it will "for sure arrive tomorrow", however I was also told that it would arrive today, so who knows if it will show up.Retaining customers means avoiding delivery issues and being transparent about any problems that do occur. It would seem that Chewy ****** has chosen a different policy.
  

  Chewy, Inc.

  Date: 01/10/2025

  Hi There Co!

  
  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 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 I believe I see what the miscommunication may have been. After you place an order, youll receive a confirmation email. When your order ships, well send another email with a link to track your package. All dates provided are estimates based on potential delivery delays. I was able to see that both orders (ending ***** & *****) were delivered within our 1-2 day estimated delivery window.
  
  If you have questions as to the status of your order, you can go to the Orders page on our site and here is what you will see:
  Preparing for Shipment: This means were currently processing and packing the goodies for your pet. Youll receive an email to let you know we received your order. When your order ships, well send another email with tracking information.
  Shipped: Your order has left our warehouse. Within 24 hours you will also see a link to track your package.
  Delivered: Your order has arrived! Orders are delivered 6 days a week (depending on local carrier routes) before 10 p.m.

  
  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,
  
  ******** M
  Customer Care Manager
  **********************

• Review fromChrisBall

  Date: 01/02/2025

  1 star

  ChrisBall

  Date: 01/02/2025

  Chewy.com doesnt care!I placed a few orders. One package was missing as per the ***** photo shown. I contacted customer service asking for a refund, but was told one couldnt be made as they already issued a replacement. That was fine, but when the replacement order came, the Arm and Hammer Odor Eliminator arrived busted/leaking/empty all over the items, along with a Temptations Cat Treats arriving busted and open, soaked with the Arm and Hammer Spray. There was NO packaging materials used to protect the items during transit.The Arm and **************** have soaked in the cat foods packaging, it has also soaked in/turned the clear plastic cat food packaging a foggy white with how strong the chemicals have soaked through..I opened one (in tact, but damp) pack of treats to smell test, but it reeked of chemicals from the inside! I strongly believe the cat food isnt safe for consumption, I cant risk feeding my cats, nor my ****** cats this food.. I couldnt live with myself if they got sick, or worse, suffered and died over this food not being safe.I live chatted Chewy asking for a return label for the edible items, stating I have cleaned the non-edible items off and would like to keep those, only wishing to return the cat food stating how it was received along with photos of the damage. I was told I would hear back in 24hrs, but I never did after many other attempts.I just dont understand, does Chewy not accept returns? Let alone on contaminated/unsafe for consumption food?! I will take this loss if it means my cats are safe and wont have a risk of being poisoned by these contaminated food products. I had been storing the contaminated food away in my car to ensure my cats did not get ahold of them by accident by any means while waiting for a return label, but I realize now a return was never an option with this company and have disposed of the ************ learned, dont buy cat food from Chewy.com. If something goes wrong, youre on your own.
  

  Chewy, Inc.

  Date: 01/06/2025

  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 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, ready for your pets to enjoy. Our return policy is simple and worry-free: If you're not 100% unconditionally satisfied with your pet
  
  supplies, you can return them within 365 days of purchase. Chewy.com does not take title to returned items until the item arrives at our fulfillment center. I did some digging and was able to locate your order ending in *****. I was able to confirm that we sent a return label for that order to the email address on file on January 2, 2025. Please let us know if you have any difficulty opening or viewing the attached return label, and well be glad to assist however we can. Once items are received at our warehouse, and verified by our warehouse team, the refund may be processed. Please note that this process may take up to 21 days.
  
  
  
  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

  ChrisBall

  Date: 01/13/2025

  I was only offered a return AFTER my review stating I threw away the chemical soaked products I was wrongly shipped in that condition as I couldnt stand the smell in my car any longer, and couldnt risk them being inside due to my pets safety that Chewy did not care one bit about. NOTE: to future customers; in hopes of being approved for a return, state you threw the items away, but really dont. They will send a return label within hours after reading that you lost hope/gave up waiting. How long was I supposed to wait with these items after being told 24hrs over and over?Sadly, I had no choice to after a week of waiting for a reply which never came. ****** learned. Dont make the same mistake I did.

• Review fromDarren K

  Date: 01/01/2025

  5 stars

  Darren K

  Date: 01/01/2025

  Best service ever. I accidentally ordered to my old address. They sent me a new order no charge even though it was my fault. And unprompted gave me 10 dollar refund to get food locally while waiting. Love this company and will do all my pet shopping with them.
  

  Chewy, Inc.

  Date: 01/06/2025

  Hi ******,
  
  
  Thank you so much for your kind words! It's an honor and a pleasure to be here for you and your furry family. We're only able to do what we do because of loyal Chewy family members like you.
  
  
  If there's ever anything we can help with, we're just a woof away!
  
  
  
  Warm regards,
  
  
  ******** G
  Customer Care Manager
  **********************

• Review fromKathleen T

  Date: 01/01/2025

  2 stars

  Kathleen T

  Date: 01/01/2025

  Very unhappy with Chewy.com. The flea medicine stopped working for our dogs and cost a high Vet bill. After contacting them about it I got NO resolution. Now we have products that we can not use. I want a resolution. Thank you.
  

  Chewy, Inc.

  Date: 01/08/2025

  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. 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 I was so happy to see that one of my colleagues was able to resolve your concerns.

  
  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,

  -Chewy Pharmacy

• Review fromGail P

  Date: 12/30/2024

  5 stars

  Gail P

  Date: 12/30/2024

  Chewy employees are the best. I spoke to ***** and *******. I never encountered such nice people. They went out of their way to help me. One of them even called me back after getting disconnected and wanted to make sure I got what I needed. I shop on line all the time. These 2 ladies are the best employees I ever dealt with while ordering on line.
  

  Chewy, Inc.

  Date: 01/06/2025

  Hi ****, 
  
  Thank you for taking the time to share your experience with us.
  
  We greatly appreciate your kind words and are thrilled to hear that you had such a positive interaction with our customer service team. Ensuring the satisfaction of our customers is our top priority, and it's wonderful to know that we were able to meet your expectations.
  
  Your feedback serves as a testament to the hard work and dedication of our team members, like ***** and *******, who strive to provide exceptional service with every interaction. We will be sure to pass along your appreciation to ***** and ******* and the rest of our team.
  
  If you ever need assistance in the future, please don't hesitate to reach out. We're here to help! Thank you for choosing Chewy.
  
  Warm Regards,
  
  ******* *.
  Customer Care Manager 
  **********************
  

  Chewy, Inc.

  Date: 01/06/2025

  Hi ****, 
  
  Thank you for taking the time to share your experience with us.
  
  We greatly appreciate your kind words and are thrilled to hear that you had such a positive interaction with our customer service team. Ensuring the satisfaction of our customers is our top priority, and it's wonderful to know that we were able to meet your expectations.
  
  Your feedback serves as a testament to the hard work and dedication of our team members, like ***** and *******, who strive to provide exceptional service with every interaction. We will be sure to pass along your appreciation to ***** and ******* and the rest of our team.
  
  If you ever need assistance in the future, please don't hesitate to reach out. We're here to help! Thank you for choosing Chewy.
  
  Warm Regards,
  
  ******* *.
  Customer Care Manager 
  **********************
  

  Chewy, Inc.

  Date: 01/06/2025

  Hi ****, 
  
  Thank you for taking the time to share your experience with us.
  
  We greatly appreciate your kind words and are thrilled to hear that you had such a positive interaction with our customer service team. Ensuring the satisfaction of our customers is our top priority, and it's wonderful to know that we were able to meet your expectations.
  
  Your feedback serves as a testament to the hard work and dedication of our team members, like ***** and *******, who strive to provide exceptional service with every interaction. We will be sure to pass along your appreciation to ***** and ******* and the rest of our team.
  
  If you ever need assistance in the future, please don't hesitate to reach out. We're here to help! Thank you for choosing Chewy.
  
  Warm Regards,
  
  ******* *.
  Customer Care Manager 
  **********************
  

  Chewy, Inc.

  Date: 01/06/2025

  Hi ****, 
  
  Thank you for taking the time to share your experience with us.
  
  We greatly appreciate your kind words and are thrilled to hear that you had such a positive interaction with our customer service team. Ensuring the satisfaction of our customers is our top priority, and it's wonderful to know that we were able to meet your expectations.
  
  Your feedback serves as a testament to the hard work and dedication of our team members, like ***** and *******, who strive to provide exceptional service with every interaction. We will be sure to pass along your appreciation to ***** and ******* and the rest of our team.
  
  If you ever need assistance in the future, please don't hesitate to reach out. We're here to help! Thank you for choosing Chewy.
  
  Warm Regards,
  
  ******* *.
  Customer Care Manager 
  **********************

• Review fromAdrienne R

  Date: 12/27/2024

  5 stars

  Adrienne R

  Date: 12/27/2024

  Chewy has the best customer service I’ve ever experienced. I
  ordered last minute presents for my dog and the original shipping date
  was set for after Christmas. I was disappointed but it was my fault for
  ordering so late. To my surprise the presents came 5 days earlier than
  expected and arrived on Christmas Eve! My very first autoship of food
  supplies came in 1 day and we received a surprise Chewy Claus delivery
  after Christmas this year. I could not be happier with this company and
  their love for our fur babies. Very happy customer!
  

  Chewy, Inc.

  Date: 01/21/2025

  Hi ********,
  
  Thank you for your kind words, they really make our tails wag! We're so thankful for each and every wonderful member of our Chewy family, like you.We're only able to do what we do because of loyal Chewy family members like you.
  
  Please give ****** extra love from all of us here at Chewy.
  
  Warm regards,
  ******* R
  Customer Care Manager
  **********************

• Review fromLauren H

  Date: 12/25/2024

  5 stars

  Lauren H

  Date: 12/25/2024

  A true class act. I've been an "autoship" member for several years. It's super convenient and the one time I can remember having an issue with my shipment (wrong items sent), customer service immediately sent me the correct items which arrived just a couple days later and allowed me to keep the incorrect items at no extra charge. But I have to say the best customer service I've ever seen came when my 14 year old cat passed away. I had placed a chewy order that arrived the day after he passed. I requested a return on their app (which was easy to use) and selected the "unopened" option and reason: "pet passed away". I received an email within 48 hours expressing their condolences over my cat's passing. They told me just to donate the items I had bought, refunded me the purchase price, AND they also sent me a bouquet of sympathy flowers. This is a deserving 5 star company if I've ever seen one. If I ever get another pet, I'll be coming back for sure.
  

  Chewy, Inc.

  Date: 12/26/2024

  Hi ******,
  
  Thank you so much for your kind words and for sharing your experience with us. We're truly sorry for your loss and are glad we could offer some comfort during such a difficult time. Your loyalty and thoughtful feedback mean the world to us, and were honored to be a part of your journey with your furry family. If you ever decide to welcome another pet into your home, well be here with open paws! ??.
  
  Warm regards,

  ****** *.
  Customer Care Manager
  Chewy

• Review fromLauren K

  Date: 12/23/2024

  5 stars

  Lauren K

  Date: 12/23/2024

  I normally don't have to call or contact Chewy but if I have to they are wonderful. The customer service is amazing. The people I talk with are always so nice. They are helpful and take the time to really help you. They are very personable and talk about their pets too. They ask about your pet. I sent them a positive review which I have not done before. They sent a quick email back and told me to give *****, our dog, some extra belly rubs from them. I love this company!! The food always comes on time. I recommend them to my family and everyone I work with. I wanted to share a positive review for a company that deserves it. Thank you, ****** ******
  

  Chewy, Inc.

  Date: 12/26/2024

  Hi ******

  Thank you for taking the time to share your experience with us. 

  We greatly appreciate your kind words and are thrilled to hear that you had such a positive interaction with our customer service team.Ensuring the satisfaction of our customers is our top priority, and it's wonderful to know that we were able to meet your expectations.

  Your feedback serves as a testament to the hard work and dedication of our team members, like ******, who strive to provide exceptional service with every interaction. We will be sure to pass along your appreciation to ****** and the rest of our team.

  If you ever need assistance in the future, please don't hesitate to reach out. We're here to help!

  Thank you for choosing Chewy.

  
  Warm Regards,

  ******* *.
  Customer Care Manager 
  **********************

  
  

• Review fromJudy G

  Date: 12/19/2024

  1 star

  Judy G

  Date: 12/19/2024

  I ordered a gift card for a friend from chewy.com. Went out to meet her. She tells me when she gets home that it's not in her inbox. I have an email saying I have to call a number. The number connected to a recording that I'd been chosen for a free medical alert device. When I reached someone (human, or a human-sounding bot) they began a spiel about the device. When they finished with "What can I do for you?" I said, may I now do what I'm calling to do? They launched into the spiel again. When they got to "I will connect you to ... medical alert device," I hung up.I then went to the website's chat, where they had me call another number, and I had to give them the same data as I'd used to order the card (except only the last 4 digits of my credit card).They assured me that they'd email the gift card within 90 minutes.This is embarrassing me, and the first phone call felt like harassment.
  

  Chewy, Inc.

  Date: 12/23/2024

  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. We will certainly review your most recent interactions with our customer service representatives and follow up with the agents for any missed opportunities. Please give your little one extra love from all of us here at Chewy.
  
  
  I did some digging and was able to locate your most recent order ending in *****. While attempting to send the eGift card to the intended recipient, an unexpected technical issue prevented the email from being sent to them with the eGift Card information. Wed be happy to replace the $150 gift card purchased 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 feedback and thank you for giving us the opportunity to help with this. If you have any questions, please don't hesitate to reach out to us. We're here 24/7 to lend a helping paw.
  
  Warm regards,
  
  ****** *.
  Customer Service Manager
  **************************
  **************

• Review fromEric S

  Date: 12/19/2024

  5 stars

  Eric S

  Date: 12/19/2024

  Chewy is one of the best online stores that I have ever dealt with. They have friendly customer service and I have never had any difficulty contacting a real person, when I needed help with an order.
  

  Chewy, Inc.

  Date: 12/20/2024

  Hi There ****!
  Thank you for your kind words, they really make our tails wag!
  We're so thankful for each and every wonderful member of our Chewy family, like you. We're only able to do what we do because of loyal Chewy family members like you.
  Please give your little one extra love from all of us here at Chewy.
  Warmest Regards,
  ******** M
  Customer Care Manager
  **********************