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
Want to share your experience?
Leave a ReviewReview Details
Review fromDiane S
Date: 01/27/2023
5 starsDiane S
Date: 01/27/2023
OUTSTANDING CUSTOMER SERVICE RARELY SEEN! Following the loss of our beloved golden retriever, ************************** at CHEWY removed me from autoship and processed a return for unopened Frontline with compassion and efficiency. It didnt stop there - the next day a beautiful bouquet of flowers arrived at my door with this message: We hope these flowers bring you a smile and remind you of the love ****** left on your heart. Sending you comforting hugs, ****** and Your Chewy FamilyI will be forever grateful for that kindness. Thank you ******!DO NOT HESITATE TO USE CHEWY FOR ALL YOUR PETS NEEDS!!
Chewy, Inc.
Date: 01/30/2023
*****,
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 *** 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 and deepest condolences,Aramis B.
Chewy **************** Manager
**********************Review fromJeanne E
Date: 01/26/2023
5 starsJeanne E
Date: 01/26/2023
Chewy has been a saving ***** for the past year for our beloved fur baby, BEAU. They took care of all of his ********************** food (he was chronically ill since we rescued him). I felt so at peace knowing I could pull up my app and just click a button or check in on the auto shipments. It felt so good to know that in the midst of a health crisis with our fur baby. Yall have the best customer service! I called in when I ordered Beau a stocking and sweaters and got the nicest people. I just want to thank you too for the beautiful roses in memory and honor of ****. We lost him too soon and too young to health complications. Thank you for helping us take care of him and grieve the loss of him. ?????Forever a chewy fan! Best,BEAUs pawrents, ****** and ****Chewy, Inc.
Date: 01/30/2023
Hi there ******,
Thank you for your kind words, I am so incredibly sorry to hear about the passing of beautiful, ****. We are honored we could be there for your family as you gave **** the best home possible. 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 *** 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 and deepest condolences,
Rio S.
**************** Manager
**************************
**************Review fromJoy H
Date: 01/25/2023
1 starBeen using chewy.com for many years. At the beginning, there were no issues. Now, its ridiculous. Have an auto ship and go thru the same garbage each month with their sir head customer service girls! Keeps reactivating old email accounts and sending auto ships out on inactive accounts. Doc months ago, they charged my credit card for someone else s order and sent over $400 worth of products to someone else at an entirely different account! Watch out for this company; your financial and personal info are not safe! Their pharmacy is even worse! Have only one prescription on my account and every month, it seems to disappear! I spend an average of 45 minutes a month on the phone with these ridiculous people. Their customer service personnel are complete idiots. All they can say is Im sorry, Im so sorry. I think the word sorry is embedded in their heads like a robot. Im going to go with Amazon for my dog food. They have the exact same products, with the same auto ship discount. Frankly, its not worth the aggravation that doing business with Chewy has caused.Review fromKim S
Date: 01/25/2023
5 starsKim S
Date: 01/25/2023
Chewy is absolutely amazing. I’ve always used them to order pet treats. Their customer service is amazing! I had stocked up on treats and supplements and my dog passed away shortly after ordering. I messaged customer service and got Alberto to see if I could get return the unopened items. He gave me a full refund and send me flowers a few days later. I couldn’t believe it. I’ve never had a company be so caring. I will forever be a chewy customer.Chewy, Inc.
Date: 01/30/2023
Hey there ***,
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 fromTerry K
Date: 01/24/2023
5 starsTerry K
Date: 01/24/2023
Chewy is the greatest! Not only have we used Chewy for our 2 dogs' food and meds and feral cats' food but we got my sister with them too for her elderly cat's food and meds and her ferals' food...When my sister's cat died, she asked if she could return unopened prescription cat food for a refund...Not only did they refund the money, but told us to donate them to a rescue (which we did)...Also they sent flowers to her!!! I would come out of retirement to work for them!!! This is what customer service is all about!!!Chewy, Inc.
Date: 02/01/2023
Hello *****,
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 are 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 fromSamantha C
Date: 01/20/2023
5 starsSamantha C
Date: 01/20/2023
Amazing customer service! I called the customer service line about an auto-ship order that I had forgotten to cancel after putting my dog ***** down. I called and asked what I could do because the email I received said that the order had been shipped. The woman I spoke with, ******** (sp?), was so kind and took care of everything for me without hesitation and my card was refunded. Today I was surprised to receive flowers from Chewy with a heartfelt note. I really appreciate that extra mile taken and can't express how much that meant to me and my family.Chewy, Inc.
Date: 01/22/2023
********,
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 *** 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 and deepest condolences,
**********************
Chewy **************** Manager
**********************Review fromJessica B
Date: 01/19/2023
1 starJessica B
Date: 01/19/2023
I ordered prescription medicine for our cat. Chewy gave 2 options upon checkout: 1. Mail in the prescription (which they said can take weeks) or 2. Have them contact our vet for approval. I chose contact vet for approval. I called Chewy the next morning to make sure they received approval and was informed they had, but then they said actually they reached out for approval and were waiting to hear back (and it was still on track for delivery in 1 to 3 days). I contacted the vet to let them know Chewy needed their approval, and they said no problem they would approve. A day later I followed up with Chewy and they said they were still waiting for approval. I said I would contact my vet again and they said they wanted me to speak to the Pharmacy first and transferred me. I was cheerful with the lady who came on the line, but she was rude and combative. I was shocked! She said that they did not contact the vet because they have a note in their system that our vet wants their clients to mail in the prescription and I would need to mail it in. They clarified that they never reached out to them, this was an existing notation in their system. I said that we can't wait the multiple weeks it would take for mail approval. I informed her the vet said they would approve it and asked her if they can reach out to them like they said they had and ask for approval, and it would be approved. She stated they would not do that! I asked why Chewy told me twice that they had reached out for approval. She told me she doesn't know who told me that, but there was no note in the system about my previous call with Chewy. I asked why they didn't notify me that my order was in limbo, and she said their system is not smart enough to do that, as if that's perfectly acceptable. She never offered to refund my order. I had to ask them to do so. My vet's office said Chewy contacts them all the time, btw. So, I was forced to get the meds from another online retailer and my cat is left waiting.Chewy, Inc.
Date: 01/31/2023
Hi *******,
Im sorry about your recent order experience. At Chewy, we strive to provide a positive experience with every customer interaction.
Thank you for taking the time on January 25th to speak with us and for giving Chewy the opportunity to make this right. As discussed, during our call, we are happy to offer you a 20% discount towards your next pharmacy purchase from us. 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 really appreciate your feedback and thank you for giving us the opportunity to help with this. If you have any questions, please dont hesitate to reach out to use, were here 24/7.
Regards,
***************************, Pharm D
PharmacistReview fromSusie K
Date: 01/18/2023
5 starsSusie K
Date: 01/18/2023
Every order placed has always arrived complete and on time. But what really shows the company has a big, compassionate heart, I contacted @Chewy last week to see if I could return an unopened bag of my cats food after she died. They 1) gave me a full refund 2) told me to donate the food to a shelter 3) had a dozen roses delivered with a note signed by the person I talked to WOW, just WOW ?Chewy, Inc.
Date: 01/31/2023
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,
****************Review fromRob W
Date: 01/18/2023
1 starRob W
Date: 01/18/2023
I will no longer do business with Chewy because their business practices are garbage.I had a auto-ship order set up and has been the same for over a year. Today I got up to first a notice that Chewy processed my order's payment then three minutes later a second email notified me that "As a precaution to help make sure your account remains secure, we need to confirm your information before we prepare your recent order". Now mind you they already processed the payment THEN put my order on hold till they 'verify' my account? Seriously not sure who thinks they should charge a customer FIRST then question the account is a good business move but I don't give my money to a company that then refuses to ship out the order I already paid for. Being that Target beats their prices on everything they sell and when I pay I will receive the product PROMPTLY I see no reason to do any more business with this company. Never *********** a customer then decide to verify their account. VERIFY FIRST THEN PROCESS THE ***** ITS NOT THAT HARD.Steer clear of this company.Chewy, Inc.
Date: 02/03/2023
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.
Here at Chewy, we are committed to protecting the privacy and security of your Chewy account. We have a security team that works around the clock to detect and prevent any potential security issues. We use industry-leading security technology and proactively monitor our systems to ensure your Chewy account remains protected.?
If our monitoring systems detect potential suspicious activity related to your Chewy account, we may proactively block your account to prevent any further activity. This is done to protect your Chewy account from unauthorized use. I understand that is what happened herewe needed to verify certain information before processing your order ending in ***** and, to that end, we placed a temporary hold on processing the order while we were waiting for the verifications.Please note that at Chewy, we only charge your account when your order is shipped, this includes Autoship orders. However,we begin preparing your order before your next scheduled Autoship order date, and at that time, you may see a pending charge/authorization as we start to prepare your order. This pending charge/authorization is not an actual final charge,but it does immediately affect the available balance on your bank account, in accordance with your banks practices or your credit card companys practices.Your bank will reserve the funds in your account or until your items ship or the authorization expires, and depending on your banks policy, you may see a payment authorization even when the order was canceled. If your items dont ship, the payment authorization will expire, and the funds will be released back to your account. Some banks make take up to 30 days to remove payment authorizations from your account.
Additional details and information on our payment process can be found on the Frequently Asked Questions (FAQs)page of Chewy.com under the sections labeled Payments and Autoship (**************************************************).
I understand that the order ending in ***** was canceled prior to shipping, and so your account should not have been charged and any pending authorization should have fallen off of your bank statement within 1-2 business days. However, that timing may vary based on your banking institution. As a courtesy, due to your recent experience, Id like to offer ***** towards your next purchase 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 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,
****************Review fromAmanda W
Date: 01/17/2023
5 starsAmanda W
Date: 01/17/2023
Chewy seriously has the BEST customer service our family has ever encountered. They have a great product selection and prices are just purrfect for everything our kitties need. Also if we ever have an issue from billing, shipping to even a mistake on our end, chewy is lightening fast at reaching out and making it right however they can while reminding us hoe much they care about our pets. Plus they send birthday cards to our kitties which is so thoughtful and sweet.Chewy, Inc.
Date: 01/30/2023
Hey there ******,
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
**************************
**************
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.