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 646 Customer Reviews
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Review fromKristi K
Date: 08/12/2024
5 starsKristi K
Date: 08/12/2024
What a wonderful company!! I ordered pajamas for my dog, unfortunately they did not fit Within one day, I was refunded the cost and asked to donate the pajamas to a shelter of my choosing. Truly impressed and will definitely be reordering from this company!!
Chewy, Inc.
Date: 08/14/2024
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,
************
Customer Service Manager
**********************Review fromCindy C
Date: 08/11/2024
3 starsCindy C
Date: 08/11/2024
I have been a Chewy customer for quite some time. Recently I placed a request for a weight limit (ADA *********** to my Chewy shipment. The rep told me was he was updating my record to reflect this change. Yesterday I got a 56 pound box of supplies I could not lift. Further, the small items in the box were crushed beyond use.So I called today to inquire since it had all seemed so clear. I found out from the rep that even if you have a marked record on a recurring order the customer must call ********************** each time to modify the order for the weight adjustment. I was informed that the boxes are not packed by people so there is no way to currently manage this issue. Sorry Chewy, youre losing some of my business. Amazon can do what you cannot.Chewy, Inc.
Date: 08/21/2024
Hi *****,
I'm so sorry about your recent experience. At Chewy, we strive for a positive customer interaction, and we dropped the ball here.
At Chewy, our warehouse team utilizes a program designed to automatically pre-determine which items are packed into boxes based on size and weight. Our boxes can handle weights up to 68-lbs. At this time, we don't have an option to override this feature; however, we can assist you by breaking up orders to ensure certain items aren't packed together. By doing so, we are also able to keep weight down. In this case, we'd be happy to assist you with placing orders that are of the right size and weight for your needs. In addition to that, wed also waive the shipping on your orders in the event that they do not reach the $49 minimum for free shipping. If you are interested in this solution, please give us a call at ************** and wed be happy to assist you with placing your next order.
As a courtesy, and because you are a valued customer, wed be happy to offer a $25.00 eGift Card 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 lend a helping paw.
Warm regards,
******************
Customer Service Manager
**********************Review fromKimberly R
Date: 08/11/2024
5 starsKimberly R
Date: 08/11/2024
Chewy is an amazing company not only do they sell high quality products at reasonable rates, but they are truly compassionate in difficult times. Early this summer my dog was diagnosed with terminal cancer. My Autoship food order arrived the day we had to say to goodbye. When I talked to a representative, they refunded my money and told me to donate the food. This action brought a little ray of comfort to me on a heartbreaking day. I highly recommend.Chewy, Inc.
Date: 08/12/2024
Hey ********,
Thank you for reaching out and sharing your heartfelt experience with us. We are deeply saddened to hear about the loss of your beloved **********, and extend our sincerest condolences to you during this difficult time. Your kind words about our team's support mean a great deal to us, and we are grateful for the opportunity to have been there for you when you needed us most.
Please know that we are here for you whenever you need us, and we remain committed to providing exceptional service and support to you and all our valued customers.
Thank you again for choosing Chewy, and please don't hesitate to reach out if there is anything else we can do for you.
Warm regards,
******************
Customer Service Manager
**********************Review fromMandy H
Date: 08/08/2024
5 starsMandy H
Date: 08/08/2024
I have been using Chewy for about a year and have always had terrific service. When we lost our 18 year-old cat, they sent us a sympathy card. I also contacted them because of a marketing email I received using our cat's name. They quickly responded empathetically and updated the records for me immediately. I later saw in my portal that I could have done that myself, so I appreciate that during that difficult time they did not give me instructions, they just took care of it. I also had an auto shipment of dog food I received and wanted to exchange because my vet had me change foods. They returned my payment and suggested I donate the food to a shelter. I can't say enough good things about my experiences with them.Chewy, Inc.
Date: 08/09/2024
Hi *****,
Thank you so much for taking the time to share your experience with Chewy. It means a lot to hear that our team was able to provide you with the support and care you needed during such a difficult time.
Were glad that our gesture of sending a sympathy card brought some comfort after the loss of your 18-year-old cat. Our goal is always to be there for our customers in meaningful ways, especially when it matters most.
Were truly grateful to have you as part of the Chewy family and to hear that youve had such positive experiences with us over the past year.If theres ever anything more, we can do for you, please dont hesitate to reach out.
Thank you again for your kind words!
Warm regards,
****************
************* Manager
**********************Review fromMegan A
Date: 08/07/2024
5 starsMegan A
Date: 08/07/2024
Recently I contacted Chewy Customer Support Chat. I had a senior dog who was going through a lot of illness in the end stages of his life. He needed many different prescription foods in a feverish attempt to get him to hold food down and gain some weight. Unfortunately our baby did not make it. And we were left with 4 cases of food that was mostly unopened and unused. I contacted chewy wanting to return what I could as they were no longer needed and frankly very expensive. I expected them to decline as most of the cases were missing one or two cans. However, without question they issued a refund and asked that I donate the food to a local shelter. I was beyond surprised and extremely thankful. I will be passing this food along in hopes to help someone else's sick baby in need.Chewy, Inc.
Date: 08/09/2024
Hi *****,
Thank you so much for sharing your story with us. We're deeply sorry for the loss of your beloved pup, and our hearts go out to you during this difficult time.
Were glad we could be there for you, and it warms our hearts to know that our small gesture has made a difference. Your kindness in donating the food to help another pet in need is truly inspiring. We're honored to have been a part of your journey with your senior dog.
If you ever need anything in the future, please dont hesitate to reach out. Were here for you and your furry family.
With our deepest sympathies,
****************
Customer Care Manager
**********************Review fromYana V
Date: 08/05/2024
1 starYana V
Date: 08/05/2024
By far the worst pet store I been there since 2012.they starved my service dog since last Wed it is now the 5th which is the followingbmonday still no food .I had them cussing me out .laughing at my service dog not eating .lied to about a 30 percent off discount card that came with my order . Then told 40 dollars would come off for a late order . Saturday, Sunday and today Monday I expressed to stop the order and refund it and s*** down my account do to s***** service . They shipped it anyhow and put it on auto ship but canceled my account so they can continue to charge my card . .I have recorded this so I can play it for the **** So disrespectful.i will also be contacting my bank to get my money back . Since they forced there product on us .it wasn't sent out till 7 pm tonight on Monday so they had lots of time to cancel .and said they were charging me and sending it anyhowChewy, Inc.
Date: 08/09/2024
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.
Thank you for taking the time to speak with me and for giving Chewy the opportunity to make this right. As discussed during our call, we processed a full refund for your order ending in ***** on August 8, 2024. Also, due to the delay, I added a $30 concession to your account to be used towards your NFS on your 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.
Best regards,
****************
************* Manager
**********************Review fromCandy M
Date: 08/05/2024
1 starCandy M
Date: 08/05/2024
Tried for a week and a half to get refill of anxieity med , finally they promised they would overnight it on Aug 1. They lied. It's the 5th and my poor dog is going crazy without his med. I finally had to get it somewhere else and my order from Chewy would not get there until the 7th.Chewy, Inc.
Date: 08/08/2024
Hi there Candy,
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.
Wed be happy to assist you with this issue, however we did some digging, and we were unable to locate your Chewy account using the e-mail provided. Please give us a call at ************** and a supervisor will be happy to further assist.
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 ******************************************************************* Manager
**************************
**************
Review fromCatMama
Date: 08/05/2024
5 starsCatMama
Date: 08/05/2024
I have been using Chewy for the past 4 years now. I have to say, they have got to be the best retail company I have ever shopped with. Not only do they have an extensive variety of products at great prices and their shipping is fast and free, but their customer service is unmatched! In four years I have only had 3 instances where I needed to speak with customer service. Each time, they were friendly, courteous and helpful. Always offering a solution, even if the issue was not their fault. Chewy should be the business model on how to operate customer service. Every year, I get a hand written birthday card for each of my cats (I have 4). There have even been instances where I received a small gift. That makes me feel really good about them, almost like I'm dealing with friends. Chewy, I want you to know that you are doing it right. You're a shining example of service at it's best. I really appreciate everything you stand for. Thank you, ******Chewy, Inc.
Date: 08/06/2024
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 and your pets. We're only able to do what we do because of loyal Chewy family members like you.
Please give your little ones some extra love from all of us here at Chewy.
Kind regards,
****************** **************** Management
**********************Review fromPatricia S
Date: 08/04/2024
1 starPatricia S
Date: 08/04/2024
I have left good reviews in the past but today was a terrible experience. Usually I'm very careful not to use autoship but I got an email I had been set up in autoship so I called to have it changed to a one-time shipment. The man told 5 times I had "chosen" autopay and I said as many times that I had not chosen it but it had slipped by and eventually I added that I thought companies set their sites up so it's conducive to mistakes. He told me I needed to calm down and then again said I had chosen autoship. Eventually he said he had changed my order from autoship but when I asked for the price I was being charged, the $30 coupon which had been applied when the order was marked autoship was no longer applied. After a long wait, during which time he said he was having problems with his computer, he told me the coupon had been applied but I asked multiple times to have the corrected invoice emailed me and he kept telling me I could go to my account. I finally received an invoice and then a second one and they are for differing amounts.Chewy, Inc.
Date: 08/26/2024
Hi there ********,
I'm so sorry about your recent experience. At Chewy, we strive to provide a positive experience with every customer interaction, and it seems that we dropped the ball here.
Thank you for taking the time to speak to us and giving Chewy the opportunity to make it right. As we discussed, I did some digging and was able to locate your order ending in *****. I was able to confirm the order was placed and then the agent that you spoke with applied a manual adjustment to provide the $30 discount. When an order is placed our system automatically sends an order confirmation email right away. The initial order confirmation email sent by our system will not include any discounts that were manually adjusted. To that end, once the adjustment/discount has been made, we will send out a new order confirmation email that is amended to show the adjustment/discount.
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 ***************************************************** Manager
**********************Review fromStachura S
Date: 08/04/2024
1 starStachura S
Date: 08/04/2024
I am a Chewy customer. They send emails for promos. Buy over $100 and get $30 egift card. I ordered over $100 but the promo code doesn't work. I called and the agent said it was only on exclusive items. NO WHERE on the email does it say this. The agent said I have to read the terms and conditions. Who has time to read the fine print!? This is FALSE ADVERTISEMENT and HIDDEN INFO!! Wrong!! I suggest buying from an honest entity. This type of deception has to STOP!!!Chewy, Inc.
Date: 08/06/2024
Hello ****,
Im 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 apologize for the inconvenience and any confusion regarding excluded items that did not qualify for the Top Picks Promotion that included a free $30 eGift card with a $100 purchase. As a courtesy, and due to the confusion, wed like to offer you a $30 eGift card with your next $100 purchase. Please give us a call at ************** before placing your next order, and a supervisor will be happy to assist you with redeeming this offer.
We truly appreciate your understanding and thank you for giving us the opportunity to address this issue. 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,************
Customer Service Management
Chewy
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