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 fromJoseph V
Date: 12/17/2022
1 starExtremely frustrated at the "customer service". I moved about a year ago and changed my vet to one closer to home. It was also changed on my Chewy account and I deleted the old vet. However, the past TWO autoship orders were declined because chewy contacted my old vet and not the new one to get permission. The old vet obviously could not approve for a dog they have not seen in over a year! Once screw up? Maybe. Two of the same? No excuse. Second, chewy has not been carrying the prescription can dog food that my vet has approved although sometimes has the dry. Third, they choose to use the worst delivery service available out there. FTS is consistently late, sometimes by weeks, and I've had them deliver my order and leave it at the end of my driveway by the sidewalk. I've finally decided to give chewy a pass and will find somewhere else to get what I need.Review fromMarissa T.
Date: 12/17/2022
5 starsMarissa T.
Date: 12/17/2022
This company is by far one of the best I've ever done business with. I think im in shock and had to ****** a place to review them. From changing my shipping address, when I forgot to update it after moving,after the package had shipped. To sending me an email when a big purchase was made on my account to verify it was me. To a kind, helpful associate immediately answering the ********************************** sight. I can't understand why more companies don't do business this way.
Chewy, Inc.
Date: 12/22/2022
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 call away!
Warm regards,
****************Review fromStephanie P
Date: 12/17/2022
2 starsStephanie P
Date: 12/17/2022
We own a kennel, and have been bi weekly (and now weekly) auto ship customers for several years. Over the past 12 months, our orders have rarely been delivered on time. We switched from bi weekly to weekly shipments, to try to make up for the shipping delays. However, it just keeps getting worse. We do still get daily notifications that our order is arriving that day, with a tracking number showing the package is out for delivery. Unfortunately, it will still come 3-7 days late. At that point, it is time, or almost time for our next weekly shipment to be delivered...and then we start the cycle over again. We are always still charged on time, and always charged full price. We often have to make up for the late shipment by traveling 30+ miles to find similar products as were ordered, paid for, and should have been delivered. It's becoming very frustrating and costly. In addition, being told "it's a Fed Ex problem" isn't very helpful to the customer, and is especially disheartening given the recent Fed ex driver situation in *****. Companies should take accountability for the delivery service THEY have chosen to bring their products to their customers. Passing the issue along to the customer to figure out for themselves is very telling about how any company values the people who keep them in business. I gave them 2 stars instead of none because 12 months ago, prior to my area having random people in unmarked vehicles delivering for them, everything ran nicely and I never had an issue.Chewy, Inc.
Date: 12/26/2022
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 the time to speak with me. As we discussed, the products from your orders are typically shipped from the closest warehouse to your shipping address, that has your items in stock, and sometimes this may result in a longer processing time. Additionally, we're currently experiencing delays at our Chewy warehouses and shipper is also experiencing a high volume, which is causing further delays. I understand the importance of having an order delivered on time, and how any delay may inconvenience your pet family and your personal schedule.
As we also discussed, because you are a valued customer and due to inconvenience,on December 18,2022, I have processed a free order, order ending in *****. You should have received an e-mail with the tracking details when the order has shipped.
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,
Aramis B.Review fromLaura P
Date: 12/15/2022
5 starsLaura P
Date: 12/15/2022
Chewy.com is the best! In this day and age where customer service is at an all time low, ********************** is a breath of fresh air. You get a live agent right away. They are always willing to help. My dog is in between coat sizes and ****** was extremely helpful. I was also told to donate the coat that didnt fit to a shelter. I have been using them for several years now. When we were updating pet information and I told them the cat was no longer around, they sent flowers. When I walk my dog around the neighborhood and she sees a Chewy box, she will run right over. Thank you Chewy!Chewy, Inc.
Date: 12/22/2022
Hi *****,
Thank you so much for your kind words! We know how difficult it can be to find the perfect size for your growing little one. We strive to be as helpful as possible. It's an honor and a pleasure to be here for you and your furry family at all stages of pet parenthood.
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'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 fromSharon S.
Date: 12/14/2022
1 starSharon S.
Date: 12/14/2022
No matter what actions I take, the multiple packages I order are never delivered to my apartment door. These packages of cat litter and canned cat food can be 50lb plus but they are left either outside my apartment buildings door or inside by the main apartment building door or inside on the opposite side of the apartment buildings lobby. I have put it in email form (written) to the company asking for a supervisors assistance. The email wont be forwarded. The company is not taking any responsibility for this issue. All I have been asking from Chewy is to make sure that these very heavy packages are delivered to my apartment door. I live on the first floor off to the right side of the lobby.Chewy, Inc.
Date: 12/22/2022
Hey there **********************'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. I understand that one of our supervisors was able to speak with you as discussed, while your delivery instructions have been notated on your shipping label, in an effort to ensure that ***** receives your delivery instructions , we recommend creating a free account with ***** Delivery Manager (https://www.fedex.com/en-us/delivery-manager.html) and adding your delivery instructions to your account there.
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 allowing us 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 fromAshley B
Date: 12/13/2022
5 starsAshley B
Date: 12/13/2022
All my orders have been great and on time. The customer service hada been very friendly. I recently received s holiday card and thoughtful gift in the form of a painted picture of my dog.Chewy, Inc.
Date: 12/22/2022
Hi there ******,
Thank you for your kind words, they really make our tails wag! 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 fromDina M
Date: 12/12/2022
5 starsDina M
Date: 12/12/2022
Chewy has best variety, customer service, prices and fast delivery! Have been a loyal Chewy customer for years for my two cats. Havent had issues and highly suggest Chewy for pet's needs. I prefer Chewy over all other pet stores. Thank you.Chewy, Inc.
Date: 12/22/2022
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 little one extra love from all of us here at Chewy. Please give your little one extra love from all of us here at Chewy.
Warm Regards,****************
Review fromSamantha N
Date: 12/09/2022
5 starsSamantha N
Date: 12/09/2022
This company from the very beginning has been the best company Ive ever spent money at. I cannot say this for any other establishment Ive had contact with but Chewy always has the most friendly, cheerful, helpful staff. I cannot praise them enough. The consistency and caring of its customers sets this place way above the rest.Chewy, Inc.
Date: 12/22/2022
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 little one extra love from all of us here at Chewy.If there is ever anything we can help with, were just a woof away!
Warm Regards,
****************Review fromEmily B
Date: 12/09/2022
5 starsEmily B
Date: 12/09/2022
I have auto-ship set up for a special diet cat food for my cat through Chewy's website, but evidently the script from my vet was no longer valid (expired after a year). Chewy let me know this via email and I was able to call my vet and get one extra bag approved through Chewy to tide me over until my next vet checkup. I was really worried it wouldn't arrive by the time I ran out of food for my cat, causing all kinds of issues for her sensitivities (I will spare you the details, but trust me--it would have been bad). To my surprise, the package arrived promptly two days after placing the new order. Chewy has saved me a lot of time spent worrying and I appreciate the ease of use of their website. THANK YOU CHEWY!Chewy, Inc.
Date: 12/12/2022
Hello *****,
Thank you so much for your kind words, they really make our tails wag! It's an honor and a pleasure to be here for you and your furry family. We are happy your order arrived in time. We know how important it is to keep to a strict diet. 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 fromSusan H
Date: 12/08/2022
5 starsI rate Chewy 1000%Have had the pleasure of ordering for my kitty for years. Once I goofed and ordered twice in one day. They said to keep or donate. Another time they waived shipping. Always very friendly and fast delivery.My kitty died yesterday. Called to cancel auto ship. It was such a sad day. It was in transit and they stopped it. Today I got the most beautiful flower arrangement with roses from *****. I will miss their compassion and excellence CS.Date of experience: December 07, 2022
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