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 fromJulie S
Date: 12/08/2022
1 starJulie S
Date: 12/08/2022
I ordered three of same item. On the page it clearly ****** 40% off. Then on cart page it ****** it; my order totaled over $47 dollars and only $5 was deducted. When speaking to chewy, the customer rep ****** that it only says 40% offit doesnt say off of the total order. This is fraudulent marketing. She would not apologize for the companys deceitful advertising. I cancelled the entire order.
Chewy, Inc.
Date: 12/22/2022
Hi there *****,
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.
I attempted to contact you on December 9th and 14th but was unable to reach you. I did some digging and I understand that the referenced promotion applied to only the one item in your order ending in ****, the small size of the itemthe other items in your order were size large and extra-large and were not eligible for the promotion. For reference if a promotion applies to a product, there will be a green banner on the version of the product that is eligible for the referenced promotion, which will provide certain promotion details and applicable terms and conditions.
As a courtesy, and due to the confusion regarding the promotion, we'd be happy to offer 10% off **** $15 discount) towards your next purchase from us. If you would like to redeem this, please chat in or give us a call at ************** when you would like to use the discount.
We really appreciate your feedback and thank you for giving us the opportunity to help with this. We're here 24/7 to lend a helping paw.
Warm ************************************************************** Manager
**********************Review fromJen K
Date: 12/01/2022
5 starsJen K
Date: 12/01/2022
We had received a large dog cage that had a cracked tray when it arrived. I emailed customer service asking for a replacement tray. They responded back within the same day and had shipped a whole new cage free of charge just asking to donate the other cage to our local animal shelter. Great customer service!Chewy, Inc.
Date: 12/05/2022
Hey 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 fromJames .
Date: 11/30/2022
5 starsBeen a customer for awhile just reduced my monthly shipments due to a loss of one of my dogs they sent me roses I couldnt believe the kind gesture love this companyReview fromJanice J
Date: 11/29/2022
1 starJanice J
Date: 11/29/2022
I attempted to purchase a 6 months supply of Heartworm medicine at $21.99 as advertised plus shipping, As I continued the autoshup was attractive so I agreed to that. The Vet would not FAX the prescription so I went to the Vet and mailed it to Chewy Pharmacy.Next I noticed that I was being charged $138.37 which was far more than $21.99 !! I was set up differently than agreed to of every 6 months to every month... I spoke to several customer agents who did not know what I was talking about, that the box contains 6 months of doses .. I want delivery every6 months and they did not want to understand.. Finally the last agent (a man) did understand and agreed to change the shipment every 6 months, he would make the changes on his end.. The next day I got notice from Chewy that my payment of $138.54 did not go through (I was over my credit limit !!)..I am careful with my money and accounts, the $21.99 would have gone through !!..DISGUSTED::::: AND TIRED OF DEALING WITH CHEWY I CANCELLED MY ORDERChewy, Inc.
Date: 12/08/2022
Hi ******,
I'm 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 to speak with our team on December 2nd regarding your recent orders ending in ***** placed on November 17th and ***** placed on November 23rd. Both orders were cancelled and not charged to your card on file.
We really appreciate your feedback and thank you for giving us the opportunity to help with this. As mentioned during the call, because you are a valued customer, it is our pleasure to offer you 20% off 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're here 24/7 to lend a ***********.
Regards,
***************************, Pharm D
PharmacistReview fromLaura A
Date: 11/28/2022
3 starsLaura A
Date: 11/28/2022
I like using chewy, because the customer service is great. But they always take out the money from your account Early.Chewy, Inc.
Date: 12/11/2022
Hi there *****,
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.
At Chewy, we only charge your account when your order is shipped,however, when you first place an order, our payment system requests a payment authorization from your bank or credit card issuer, which basically places a pending authorization for an estimated total amount of your order. This pending 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. Once your order is packed and shipped, we process a final charge for the order, and we inform your bank or credit card issuer that the order is complete, and they can release any pending authorizations for the order. While the pending authorization and the final charge may co-exist on your account for a brief time, the pending authorization will eventually be released and will disappear from your account,and the final charge will remain, replacing the pending authorization. The length of time the pending authorization remains on your account, or the time it takes for the authorization to be released, depends on your bank or credit card issuer. Some banks may take up to 30 days to remove payment authorizations from your account.
For Autoship orders, your payment method will also only be charged on the date your Autoship order is shipped, however, we prepare your order a couple of days before your next scheduled order date, and you may see a pending charge as we start to prepare your order. This is not a final charge, and you will see the pending charge disappear shortly after your Autoship order has shipped.
Additional details and information on our Autoship process and payment process can be found on the Frequently Asked Questions (FAQs) page of Chewy.com under the sections labeled Autoship and Payments(https://www.chewy.com/app/content/faq).
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.
**************** Manager
**********************Review fromTracy B
Date: 11/28/2022
5 starsTracy B
Date: 11/28/2022
I was extremely touched to open a surprise box from Chewy. They sent a dozen beautiful roses after I called them to close my mom's account after she passed. Notifying banks and most other companies about Mom's passing was heartless and frustrating. However, this gesture lets you know there are still good people in the world, and you are not alone. In addition to reliable and superior service for years, they did this for me. Thank you.Chewy, Inc.
Date: 12/08/2022
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.
Warm regards,
Aramis B.
Customer Service Manager
**********************
Review fromChelsea W
Date: 11/28/2022
5 starsI have nothing but good things to say about Chewy. Huge variety and hands down BEST customer service around! I wish they would switch delivery services (they currently use FedEx) but that is my only complaint. Chewy is literally the best.Review fromSheila D
Date: 11/28/2022
1 starSheila D
Date: 11/28/2022
A box full of dead bugs! Check every single box!Chewy, Inc.
Date: 12/07/2022
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 the time to speak to me on December 1, 2022 regarding your concerns with your order. As we discussed, we have reached out to the warehouse regarding your issue. I am happy that the free replacement order, order ending in **** was delivered to you in a timely fashion and without any issues and in good condition As an added courtesy, we also refunded the remainder of your order ending ***** on December 1, 2022. Generally speaking, you will see the refund amount credited to the account associated with the payment method on file within 3 to 5 business days, but that timing may vary based on your banking institution.
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 fromAnita M
Date: 11/24/2022
5 starsAnita M
Date: 11/24/2022
I have bought several bird cages from Chewy.com. Everytime there was a problem with the cage, they immediately sent a new one. I received two flight cages yesterday, and the boxes were damaged. The cages were bent and the tray in one was broken. I do not blame Chewy at all. I received another box yesterday at the same time the cages came and it was damaged also. I blame *****, They are so careless with packages. I wish Chewy.com used a different carrier to deliver their orders, or ***** would hire drivers who respected the customers,Chewy, Inc.
Date: 12/07/2022
Hi there A.K.
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. I did some digging and was able to locate your most recent order ending in *****. As a courtesy, and due to the delivery issues,we shipped two replacement orders on November 23, 2022. Those orders ending ***** and *****, were delivered on November 28, 2022 per ***** tracking.
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 fromJustin S
Date: 11/23/2022
1 starJustin S
Date: 11/23/2022
Horrible service. Kept holding my money but not sending purchased product. Would finally release the charges after calling and stating they cancelled my order due to security reasons multiple times. I had called and verified all information required with a customer service rep and she even submitted a new order for me only for them to do the same thing and charge me but not send the purchased product. Please take actions against these scammersChewy, Inc.
Date: 12/14/2022
Hi there ******,
Im so sorry for your recent experience. Here at Chewy we strive to provide top notch service with every interaction. We will certainly review your most recent interactions and follow up with a coaching session for any missed opportunities.
I understand that our system detected an issue with your account, which prevented order(s)from being processed. Please note that at Chewy, we only charge your account when your order is shipped, however, when you first place an order, our payment system requests a payment authorization from your bank or credit card issuer, which basically places a pending authorization for an estimated total amount of your order. This pending 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.Once your order is packed and shipped, we process a final charge for the order,and we inform your bank or credit card issuer that the order is complete, and they can release any pending authorizations for the order. While the pending authorization and the final charge may co-exist on your account for a brief time, the pending authorization will eventually be released and will disappear from your account, and the final charge will remain, replacing the pending authorization. The length of time the pending authorization remains on your account, or the time it takes for the authorization to be released, depends on your bank or credit card issuer. Some banks may take up to 30 days to remove payment authorizations from your account. Furthermore, if your items do not ship or if your order is cancelled prior to shipment, the authorization will expire.
Additional details and information on our payment process can be found on the Frequently Asked Questions (FAQs) page of Chewy.com under the section Payments
I did some digging and can confirm that order ending in ***** was cancelled prior to shipment, and so your account was not charged.
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,
****************
Customer Service Manager
**************************
**************
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