Reviews
This profile includes reviews for Chewy, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 644 Customer Reviews
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Review fromLA O
Date: 12/18/2024
1 starLA O
Date: 12/18/2024
e-card purchase issues: After seeing some of the reviews on their site, I kept an eye on my email since my e-card recipient let me know they didn't receive it after 24 hours. Today I called to verify myself per second email from chewy. I was on the phone for 13 minutes, and whilst I know this is not the fault of whomever answers the phone, they made me do another email verification, I was transferred to another employee, instructed to wait for another email (I insisted that the supervisor stayed on line whilst I waited), only to be informed that it would be another 24 hours before the certificate would be sent. This is an e-card: it taking 3 days to get to someone makes it kind of pointless. I cancelled and will be shopping elsewhere. Chewy site will not accept this review submission
Chewy, Inc.
Date: 12/20/2024
Hi there LA,
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.
As an online retailer, our highest priority is the security of the private information that youve shared with us, so occasionally we may need to verify a few order details before we can send an order and finalize the associated charge. We deal with verification on a case-by-case basis and depending on the circumstances this can occasionally delay order processing.
I know that an unexpected delay can be frustrating and at times untenable, and Im sorry to hear that we werent able to send this gift card on a timeline that worked for you. Ive gone ahead and added $20 to your Chewy Gift Card Balance as a way of making up for your negative experience and to thank you for being a part of the Chewy family.
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 ManagerReview fromMargaret C
Date: 12/15/2024
2 starsMargaret C
Date: 12/15/2024
I did love chewy until I had to return some items back. I have been waiting almost 3 weeks for my refund. That's unacceptable.Chewy, Inc.
Date: 12/19/2024
Hi ********;
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.
We apologize for the inconvenience and confusion regarding your refund. I did some digging and was able to locate your order ending in ***** placed on November 20, 2024. We can confirm that the refund for $183.52 was processed on December 18, 2024.
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,
******* R
Customer Care Manager
**********************Review fromHannelore d
Date: 12/12/2024
5 starsHannelore d
Date: 12/12/2024
Had a problem with sweet potato chews and customer service addressed issue above and beyond my expectations the **** name is Shilette Totally professional Thank you Shilette and Chewy ***** deChewy, Inc.
Date: 12/16/2024
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.
Warm regards,
****** *.
Customer Service Manager **************************
**************Review fromSandy S
Date: 12/12/2024
5 starsSandy S
Date: 12/12/2024
Amazing customer service!I am blown away by the customer service this company offers. I simply wrote a review on a product I had purchased from them. My dog just did not like the food I bought. So, my review simple said, my dog does not like this food at all, that was it.I got an email from Chewy that said they are sorry my dog did not like and they would be crediting my account for the purchase price. WHAT? I never asked for a refund or anything and yet, within 3 days of that email my account was credited for the food my dog did not like.What company does that? None that I know of, except for Chewy! That right there, that they actually stand behind their 100% satisfaction guarantee, that I did not even know about or even think that they would back something just because my dog didn't like it, blows my mind. New customer for life!Chewy, Inc.
Date: 12/13/2024
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 fromZdravko J
Date: 12/12/2024
5 starsZdravko J
Date: 12/12/2024
Unbelievably ******************* A Truly Refreshing Experience!I recently opened an account with ********************** Canada to order food for my cat, and I was immediately impressed by their incredible prices, great deals, and rewarding loyalty program. However, nothing could have prepared me for the level of service I experienced.When my order, which was expected to arrive on December 9th, didnt show up, I contacted their customer service team just to check in and confirm when it would arrive. To my absolute astonishment, they not only provided a detailed update but also refunded 90% of my order, despite the fact that the delivery was only slightly delayed. I was in complete shock I never expected or asked for any sort of compensation.This level of generosity and care has completely blown me away, and Im deeply appreciative of how they handled this situation. Its hard to find companies that go to such lengths for their customers, and I will certainly be a loyal customer from now on. I cant recommend ********************** Canada enough theyve truly set a new standard for customer service!Chewy, Inc.
Date: 12/13/2024
Hi *******,
Thank you so much for taking the time to share your experience with Chewy ******. Your kind words truly mean the world to us, and were thrilled to hear that you were pleased with our service.
At Chewy, we strive to provide the best possible experience for our customers and their beloved pets, and its incredibly rewarding to know that our efforts have made a positive impact. While delays are never ideal, were glad we could assist in making the situation right and that our team exceeded your expectations.
Your loyalty and support mean everything to us, and were honored to have the opportunity to serve you and your cat. If theres ever anything you need, whether its help with an order or advice about your pets care, please dont hesitate to reach out.
Thank you again for your glowing review. We look forward to providing you and your furry friend with the care and service you deserve!
Warm regards,
****** *.
Chewy ******************** ManagerReview fromLena G
Date: 12/12/2024
5 starsLena G
Date: 12/12/2024
Chewy has always been a really great company to work with. Everything was always seamless. The big deal? After my beloved pet died, they refined refunded me her recent medication AND sent me a bouquet of flowers. Unreal. How kind?? They will always have my business.Chewy, Inc.
Date: 12/17/2024
Hi ****,
Thank you for your kind words, I am so incredibly sorry to hear about the passing of your beloved little one. There are no words to ease the sorrow from the loss of your special friend, but let time heal the pain and love heal the heart. Friends enter and leave our lives, but the impressions they make on our hearts stay with us forever. We hope that you find comfort from all the wonderful memories, knowing that you provided a loving home.
We know it can help to talk to other folks who can relate so always feel free to reach out. Please know that as part of our Chewy family, we're here for you in any way we can be. I realize that may sound strange coming from a company, but we absolutely mean it. We're here for you now and we'll be here in the months and years ahead.
If there is anything else we can do to help, please dont hesitate to ask.
Warm Regards,
***** *.
Customer Care Manager
**********************Review fromDoreen F
Date: 12/09/2024
1 starDoreen F
Date: 12/09/2024
i like chewy because I can't find everything at the store but I have a major complaint. I put in autoship orders to save money. Then I see there is a promotional deal for a lesser price like a BOGO or something. I put in the offer code and it lets me have the discount on a future autoship order. This last order I would have had over $100 in savings for this offer. However, even though the order allows the discount, later I go in to the order and it has taken it ****** I called today and it cannot be fixed because the deal has expired. So I might be saving money on autoship but I'm loosing on the deals much more. This last order I lost over $200 in savings. Cannot be retrieved because the offer has expired even though I applied it when it was ********* it takes a lot of my time to have to go in and change autoships order but now I know the deals have to be applied and ordered right at that moment. Nowhere do I see information that says that deals cannot be applied to autoships. The system allows it but takes it off later.Chewy, Inc.
Date: 12/11/2024
Hi ******,
I'm so sorry about your recent experience. At Chewy, we strive to provide a positive experience with every customer, and we dropped the ball here.
Thank you for taking the time to speak with me about this issue and allowing Chewy the opportunity to make it right. As we discussed, I did some digging and can confirm that any coupon must be used before the expiration date, or they may be automatically removed from an Autoship as they are time-limited and will expire on the expiration date.
As a courtesy, and due to your recent experience, Id added a $50.00 e-giftcard to your account.
We really appreciate your understanding and thank you for giving us the opportunity to help with this. Please feel free to reach out to us anytime if you have further questions or concerns. Were here 24/7 to lend a helping paw.Warm regards,
Rio S.
Customer Service Manager
**************************
**************Review fromBrianna M
Date: 12/07/2024
1 starBrianna M
Date: 12/07/2024
First order shipped good. The 20$ egiftcard and the other discounts gave me a great deal for the second order. The 2nd order never shipped. They sent a cryptic email requesting shipment verification, meanwhile the first order made it no problem. I verified the city and state they had was correct and then proceeded to get an additional email looking for even more personal information. Very dissatisfied as my dog food never arrived, disgusted the company allows multiple deals, but really doesn't allow shipping. The whole second email was unprofessional and shady and very dissatisfied with chewy, will never buy from them again.Chewy, Inc.
Date: 12/09/2024
Dear *******,
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.
When our monitoring systems detect potential suspicious activity related to your Chewy account, we proactively block your account to prevent any further activity. This is done to protect your Chewy account from unauthorized use. We cannot apologize enough for holding your order ending *****. We needed to verify certain information before processing your order and, to that end, we placed a temporary hold on processing the order while we were waiting to verify certain details. Unfortunately, your verification was not applied to the order and the order was subsequently mistakenly cancelled.
We sincerely apologize for any inconvenience this may have caused. Please rest assured that we will promptly reprocess your order with the same discounts and promotions applied. 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.
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
**********************Review fromSue W
Date: 12/05/2024
5 starsSue W
Date: 12/05/2024
Chewy is the best to work with. Could not be happier with them. More companies should be like Chewy.Chewy, Inc.
Date: 12/09/2024
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 fromBrett R
Date: 12/05/2024
1 starBrett R
Date: 12/05/2024
Awful! Put in an order on Black Friday and never got my order. I called and was told it was cancelled by the ***** **** because there was orders placed to my address before under an old email that I have no access to now. I was told I could put the order back in but I had to pay current price and not get my 30% off that was offered for Black Friday orders only! To me, that is not any way that you treat a customer,.Chewy, Inc.
Date: 12/09/2024
Hi there *****,
I'm so sorry about your recent experience. At Chewy, we strive to provide a positive experience with every customer interaction.
We have been unable to locate an account with the information you have provided in your review. Please contact us at ************** so we can discuss your concerns further.
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
**********************
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