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 frommia c
Date: 01/15/2023
1 starmia c
Date: 01/15/2023
I ordered dig food and flea medication from the site. I called the day after the set arrival date because I didn't receive my product but they had no answer for me. They didn't know when I would receive it. I have to now run to the store to pick up dog food.
Chewy, Inc.
Date: 02/03/2023
Hi ***,
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 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 great condition, ready for your pets to enjoy.
I did some digging and was able to locate your most recent order ending in *****. I can confirm via ***** tracking that your order was delivered on January 17, 2023. However, as a courtesy, and due to your experience, I understand that we processed a full refund in the amount of $78.53 for this order. Generally speaking, you should have seen the refund 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, as an added courtesy, we processed a replacement order on January 16, 2023 (order ending -9993). I can confirm that the replacement order was delivered on January 18, 2023.
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,
*****************Review fromSaraKatherine R
Date: 01/14/2023
1 starSaraKatherine R
Date: 01/14/2023
I have been a long time and frequent customer of Chewy for many years…AND A CHEWY CHEERLEADER! That was when I lived in FL; occasionally I’d have a damaged or crushed order so I’d call Chewy, they would resend the order, and things would settle down! Now I live in North Georgia and I cannot even get a delivery here and the resends never arrive either! I’ve spent dozens of hours on the phone with Chewy reps and supervisors with nothing to show for it! Chewy blames the situation on anything and anyone except the problem: FEDEX! NOW it was suggested that perhaps I should order from another pet product company! At first I was hurt over their attitude but now I am seriously angry! WHAT HAS HAPPENED TO THE OLD CHEWY WHO CARED ABOUT AND FOR THEIR CUSTOMERS?? What is the pull of FedEx that Chewy won’t take them to the woodshed over their horrible, non-existant service delivery folk?? Everyday in my rural but well populated community I see deliveries made by UPS??, USPS??, Amazon??, and DHL?? delivering to the doors of my neighbors and myself! And Chewy stands with FedEx while their customers do NOT feel their love! Oh, and my problems started long before the “holiday rush”…but that was one of Chewy’s favorite excuses! So what’s up, Chewy?? I never ever thought I’d see Chewy sink so low! Stop your false advertising until you can truly give that prompt delivery you boast having! Your great price doesn’t matter if we cannot get the product delivered properly and courteously placed at our door!Chewy, Inc.
Date: 01/17/2023
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 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 great condition, ready for your pets to enjoy. We recommend having your shipping instructions notated on your shipping label and in an effort to ensure that ***** receives your delivery instructions, we also recommend creating a free account with ***** Delivery Manager (*************************************************) and adding your delivery instructions to your account there. Also, I wanted to note that we can have any regular order shipped to a ***** or ********* pick up center, and any prescription order can be shipped to your vet's office for safe keeping until you can pick it up. If you would like assistance with setting either of these options up, please don't hesitate to reach out to us.
As a courtesy, and due to your recent delivery experience, wed be happy to offer $50 towards your next purchase from us. To redeem your offer, please give us a call at ************** before placing your next order, 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 Service Manager
**********************
Review fromDanielle G
Date: 01/10/2023
5 starsDanielle G
Date: 01/10/2023
Chewy always goes above and beyond to help their customers! While we cannot expect perfection from any company Chewy is always happy to help with any issues that *** arise! They really care about you and your fur/scale family! Truly amazing service and representatives! Devoted customer for life!Chewy, Inc.
Date: 01/13/2023
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 your fur/scale family extra love from all of us here at Chewy. If there's ever anything we can help with, we're just a woof away! :)
Warm regards,
************
Customer Service Manager
**********************Review fromNatalie L
Date: 01/08/2023
1 starNatalie L
Date: 01/08/2023
Chewy.com commercial features a cat whose ears are deflated and remind me of cats Ive seen who have what used to be described as cauliflower ear because of severe infection. Is chewy.com now promoting cats who have suffered neglect from owners/breeders? Every time I see this advert I want to scream negligent intent. Healthy cats have upright ears for obvious reasons according to REAL cat lovers. Chewy.com are advertising a cat who has either been abused and/or criminally bred is unconscionable.Chewy, Inc.
Date: 01/17/2023
Hi there *******,
Thank you for reaching out regarding one of our Chewy commercials. At Chewy, we strive to provide a positive experience with every customer interaction,including our commercials.
At Chewy, we view pets and pet parents as family and were passionate about ensuring your pets are happy and healthy. Rest assured, our pet models are lovingly and properly cared for.
We thank you for showing such passion and concern for our furry little pals!
Warm regards,
Aramis B.
**************** Manager
**********************Review fromDon’t Trust Vacationstogo
Date: 01/06/2023
3 starsDon’t Trust Vacationstogo
Date: 01/06/2023
On Tuesday, January 1, 2023, I attempted to place an order of over $81.00 of supplies with Chewy.com for my diabetic cat. Whenever I place an order with Chewy they do not want to apply the $1.00 coupon from Purina, unless I mail the coupon, wait 14 weeks to get the discount and on top of that pay for postage. The other issue I have is Chewy can say they didnt get the coupon. However, after having to deal with a very argumentative, rude representative and having to undergo a very unpleasant experience with Chewy, I called Purina. I advised them of this, and the Purina representative told me Chewy could do whatever they want. This is totally unacceptable and bad ***************** I believe ****** should not give coupons if Chewy makes it difficult to use them. Im holding Purina responsible for this because this is poor business practices by both companies.Chewy, Inc.
Date: 01/13/2023
Hey ****,
Im 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 my call. As we discussed on January 7, 2023, as a courtesy, and due to the confusion regarding the referenced coupon(s), we have processed a $25 partial refund for the order ending in *****. Generally speaking, you should have seen the refunded amount credited to the account associated with the payment method used for the order 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 me the opportunity to clarify the coupons process with you, and 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 ***********.
Warm regards,
****************
Customer Service Manager
**************
www.chewy.comReview fromDonisia L
Date: 01/03/2023
5 starsDonisia L
Date: 01/03/2023
Great business. Had to make a return on prescription dog food, the dog's belly no longer agreed with. No fault of the food - dog has sensitive tummy. It's a prescription, so typically no returns, however, they still processed it AND gave the thumbs up to donate the food to our vet / shelter. Incredible -- one on one customer service. Thank you Chewy!Chewy, Inc.
Date: 01/16/2023
Hi ****,
Thanks for taking the time to reply. 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.
Please give your little one extra belly rubs from all of us here at Chewy!
Warm regards,
****************Review fromSonya A
Date: 01/02/2023
5 starsSonya A
Date: 01/02/2023
We have been a Chewy customer for several years and utilized their auto ship program for our beloved chocolate lab, Gator. We didn't realize how wonderful the company truly was until recently. Gator's grandparents always sent a Christmas gift to him and this Christmas was no different. They sent him a new dog bed for him to enjoy. Unfortunately, before we were able to open the package for him to enjoy, we lost our beloved Gator to an aggressive cancer we were unaware of just days before Christmas. For two weeks the box remained unopened. We reached out to Chewy to see how we could return the bed so my parents could get a refund. Not only did they share their sincere condolences, but they went above and beyond. They did require my parents call them since they purchased the bed, but as soon as they confirmed they were the purchaser they refunded all their money and told them to tell us to donate the bed in memory of Gator. But that's not all, I just got a flower delivery from Chewy sending their condolences on the loss of our sweet Gator. We will be donating the bed to a rescue and will be a loyal Chewy customer when we are ready to be pet parents again. Thank you Chewy for being a light in a difficult time.Chewy, Inc.
Date: 01/13/2023
Hi there,
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,
******************
**************** Management
**********************Review fromKylie Barnes
Date: 01/02/2023
2 starsSo far not very pleased. Thought Id try ordering through chewy and the price I got for my first order was unbeatable no doubt but I placed my order for 4 basic items on 12/29/22 it is now 1/2/23 and I still have not received my order I understand the holiday was this weekend but when I check the chewy website and it tells me Ill have it by 12/31, then check that day it tells me 1/2, now it says 1/3 I only ordered because I thought it would be delivered by now and I am out of food for my pets. Then I call customer service and he was kind of rude like he didnt really care that I hadnt gotten my order yet. Very disappointed with my experience this far.Review fromM Jennifer S
Date: 01/02/2023
2 starsM Jennifer S
Date: 01/02/2023
I've been a Chewy customer for a long time. Recently their autoships have turned into don't ships, maybe don't ships, late ships, or backorders that suddenly revert to oh - we're shipping after all! They've lost their reliability, particularly in the last 6 months. On top of that, my Sister ordered a case of treats for my dog for Christmas which was shorted by 11 items THREE TIMES IN A ROW!! I have a lot of pets which need their food and (when appropriate) their kitty litter. I can't just tell them to wait until Chewy gets around to shipping their products. Where did my old Chewy go?Chewy, Inc.
Date: 03/25/2023
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.
Thank you for taking my call today. It was a joy to speak with you. I look forward to working with you, and your sister, on resolving any issues related to shipping and delivery of your orders.
Because you are a valued customer, we'd be happy to offer $50.00 towards your next 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 don't hesitate to reach out to us. We're here 24/7 to lend a ***********.
Warmest regards,
Rio S.
**************** Manager
**************************
**************Review fromSheila R
Date: 12/31/2022
5 starsSheila R
Date: 12/31/2022
ANY problem in shipping or product problem- they will help. They will replace or refund. By far the BEST company Ive ever dealt with.Chewy, Inc.
Date: 01/13/2023
Hi 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,
******************
**************** Management
**********************
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