Reviews

This profile includes reviews for Chewy, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Chewy, Inc. has 6 locations, listed below.

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  Chewy, Inc.

  7700 W Sunrise Blvd Plantation, FL 33322-4113

  
• 

  Chewy, Inc.

  3251 Hollywood Blvd Hollywood, FL 33021-6942

  
• 

  Chewy, Inc

  40 Dauphin Dr Mechanicsburg, PA 17050-8521

• 

  Chewy, Inc

  2815 Watterson Trl Louisville, KY 40299-3868

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  Chewy, Inc

  600 New Commerce Blvd Ste R Hanover Township, PA 18706-1403

Review Details

• Review fromEleanore A

  Date: 11/17/2022

  5 stars

  Eleanore A

  Date: 11/17/2022

  I contacted Chewy after my pet passed away to ask how to return an unopened bag of prescription food. The customer service representative Katrina was so kind, told me not to worry about returning the food, to donate the food instead, and I would still be refunded the money I paid for the food. Within a week, I received a bouquet of flowers with a card offering condolences and sending hugs from “Katrina and Your Chewy Family.” I was floored. I would never have expected the flowers. It meant so much. They have my business for life.
  

  Chewy, Inc.

  Date: 11/22/2022

  Hello ********,
  
  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. 
  
  Please know that as part of our Chewy family, we're here for you in any way we can be.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,

  
  ************
  Customer Service Manager 
  **********************

• Review fromHarley S.

  Date: 11/08/2022

  1 star

  Harley S.

  Date: 11/08/2022

  My orders (4 orders) were all canceled with no explanation on why. **************** cant help because they dont know and no one has contacted me to explain why.
  

  Chewy, Inc.

  Date: 11/23/2022

  Hey 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 am so sorry this has occurred. 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.? 
  
  When our monitoring systems detect potential suspicious activity related to your Chewy account, we proactively block your account to prevent any further activity.This is done to protect your Chewy account from unauthorized use. 
  
  I did some digging and was able to locate  the orders that were recently canceled. I understand that these  orders were mistakenly canceled by our risk monitoring system. Since those orders were canceled prior to shipping, your account should not have been charged and any pending authorization should have fallen off your bank statement within 1-2 business days. However,that timing may vary based on your banking institution. I can also confirm that this issue should now be resolved.

  As a courtesy, due to your recent experience, Id like to offer $100 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 ************************************************ Manager
  **************************
  **************

• Review fromSusan S

  Date: 11/07/2022

  1 star

  Susan S

  Date: 11/07/2022

  We received a the Good Dog Movie Goody Box as a gift for our 8 month old toy Aussiedoodle. Within 24 hours, she chewed a hole on the tug toy. Upon inspection, the fabric was flimsy and the seam poorly stitched. I contacted Chewy and was told that there is nothing they can or will do as it was part a gift box. Just throw it away. I have not yet personally ordered from Chewy.com and given the poor quality of their product and even worse customer service, it is unlikely that I will do business with them in the future.
  

  Chewy, Inc.

  Date: 11/22/2022

  I'm so sorry about your recent experience. At Chewy, we strive to provide a positive experience with every customer or potential customer, and we dropped the ball here.
  Wed be happy to assist you. Please give us a call at ************** and ask to speak with *******Please let the representative know that this is regarding your review on the Better Business Bureau..
  
  Warm regards,
  Aramis B.
  **************** Manager
  **********************

• Review fromShelby H

  Date: 11/06/2022

  1 star
  1)Sent wrong equipment 2) Ignored emails, calls, texts. 3)withheld payment 4)rude and disrespectful 5)unorganized and misleading

• Review fromLorretta C

  Date: 11/05/2022

  1 star

  Lorretta C

  Date: 11/05/2022

  Worst interaction ever! I was choosing Royal Canin prescription food hydrolyzed protein. I had accidentally chose the PS. Chewy even told me it was incorrect, one that they could not send to me as the diet was different from the *** I asked them to replace it with the correct one and what do they do, charge my credit card and send me the incorrect food. As soon as I ask for a full refund and have them to pick up the box which I did not open, all communication stopped! I will never shop at chewy.com again!
  

  Chewy, Inc.

  Date: 01/02/2023

  Hi *******,
  Im so sorry for your recent experience. Here at Chewy we strive to provide top notch service with every interaction.
  Thank you for taking the time to speak with me. As previously advised our return policy is simple and worry-free: If you're not 100% unconditionally satisfied with your pet supplies, you can return them within 365 days of purchase. At our discretion, a refund may be issued without requiring a return.

  
  I've processed a refund for order: ********** in the amount of $ ****** without requiring the items back. 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, however that timing may vary based on your banking institution.

  
  We've processed a new order ending in **** for the desired items with a $50 discount applied.
  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
  1- ************ 
  ********************************************************** 33021

• Review fromMonica J.

  Date: 11/04/2022

  1 star

  Monica J.

  Date: 11/04/2022

  I have been a patron of Chewy for many years, most of which were positive. Unfortunately, over the last year I have been spoken rudely to (we only give refunds in certain circumstances, like when a pet dies) my reviews (that have been within 3rd party guidelines and respectful) have conveniently not be included in products and when brought up to customer service reps, Im given the runaround and told to resubmit. Dont trust this company, they filter out the honest feedback and only want the fluffy and image conscious feedback that promotes sales. Also, they no longer provide donations as an option for returnable products. Yet another bad and dishonest large corporation.
  

  Chewy, Inc.

  Date: 12/08/2022

  Hello ******,

  We are grateful for your long-term loyalty and apologize for the inconvenience and confusion
  regarding your recent experiences. At Chewy, we strive to provide a positive experience for
  every customer. We are reviewing your recent interactions with our agents and will follow up with the agents for a coaching session for any missed opportunities.
  

  Please note that while reviews submitted to our site undergo moderation, this moderation is
  not designed to prevent negative reviews or mislead our customers in any wayhowever, if
  the review does not meet certain moderation guidelines (i.e., is not related to a product or
  involves an issue other than the product such as shipping or mailing), that *** prevent the
  review from posting. We encourage and welcome feedback for products purchased from us as that enhances our customers experiences, and also benefits other consumers as well as
  manufacturers. Additionally, our return policy is simple and worry-free: If you're not 100%
  unconditionally satisfied with your pet supplies, you can return them within 365 days of purchaseand this policy is not limited to the unfortunate circumstance where a pet passes away. Furthermore, at our discretion, a refund *** be issued without requiring that a customer returns the product to us, and those instances, depending on the product and if it can still be of use, we let our customers know that they can feel free to donate the product a local pet shelter. Wed be happy to know that they are going to help pets in need. Additional details on our returns process can be found here:https://www.chewy.com/app/content/faq.

  We appreciate your feedback and thank you for allowing us to help with this. If you have any
  questions, please don't hesitate to contact us. We are here 24/7 to lend a helping paw.

  
  Warm regards,

  
  ************
  Customer Service Manager
  **********************

• Review fromNicole S

  Date: 11/01/2022

  1 star

  Nicole S

  Date: 11/01/2022

  I placed my first order for my cat's medication **** days before I needed it. I even inputted the information for the clinic that she goes to in order for Chewy to get approval faster. After 1 week they were still processing the order so I contacted customer service. I was told that the issue was sent to their pharmacy department.I then contacted their pharmacy department explaining my cat needed her medication and asked what the hold up was and sent a picture of the prescription. Well that is when they started to tell me that the inability to get approval was MY FAULT because I put in the wrong clinic information.I mean I know where I took my cat for care but since the prescribing vet works out of other clinics and the prescription had a different address on it I must not have realized I took her to a different clinic. Instead of apologizing for the constant (and I have all of my emails to show this) berating of my intelligence, they continue to tell me I am in the wrong and they will fill the order in **** days instead of what I am asking and getting the NEEDED medication to me ASAP. I would cancel the order and start over with 1800PetMeds but I cannot have any more delays, however I will not be returning.I chose Chewy because of reviews I read, but I have no idea what company those reviews were actually talking about.
  

  Chewy, Inc.

  Date: 11/10/2022

  Hi ******,
  
  I'm so sorry about your recent order experience.At Chewy, we strive to provide a positive experience with every customer interaction.
  
  I did some digging and was able to locate your order ending in *****. It appears that the verbal authorization we received from the vet clinic on the bottle size for the prescription did not align with what was ordered. Also, the veterinarian who prescribed the medication was a relief veterinarian for the clinic on the day the medication was prescribed. We had to retrieve a clarified authorization from the clinic before filling the order. 
  
  Your order was filled and shipped November 1,2022 and was delivered to your address of record via Overnight with a tracking number ending ***** on November 2, 2022 at 7:17pm.
  
  We really appreciate your feedback and thank you for giving us the opportunity to help with this. Because you are a valued customer, wed be happy to offer you a 50% discount towards your next pharmacy order for 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. If you have any questions, please don't hesitate to reach out to us. We're here 24/7 to lend a helping paw.
  
  Regards,
  
  ***************************, Pharm D
  Pharmacist

• Review fromRita D

  Date: 10/27/2022

  5 stars

  Rita D

  Date: 10/27/2022

  I have been ordering from Chewy for over 10 years for my 3 cats. My experience with Chewy has always been extremely positive. Any time there was a problem with an order, **************** has always been very responsive and they have gone above and beyond to resolve the issue. In my experience, their quality of care in customer service has always been consistent and top notch..
  

  Chewy, Inc.

  Date: 10/31/2022

  Hello 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 fromMichelle O

  Date: 10/23/2022

  1 star

  Michelle O

  Date: 10/23/2022

  I ordered from this company on October 17th. After placing my order, I immediately wrote to customer service to make sure all the items I ordered were in stock. They weren't. Three were out of stock. This was mere moments after I placed the order, so they are 100% intentionally posting out of stock items as in stock. Those items had to be cancelled for the order to even ship out in less than a week. I promptly cancelled them and was told my money would go back on my card in 24-48 hours. We're six days later now, and although they've delivered the order, and charged me for the portion that was in stock, they STILL have not returned my money. Three customer service agents explained that oh well. Not kidding. These three couldn't care less that this money wasn't returned to me and one basically said "No refund!" Well that's nice. I guess my money is yours now? The fourth thought it might be "stuck" even though they TOOK my money almost a week ago with no problems. They just can't seem to return it. This company is incompetent. They list out of stock items as in stock. Their customer service went from good a few years ago to absolutely "don't care at all" the last year. Their shipping is so all over the place that they deliver two items in a box and end up sending out 8 boxes over a three day period. Cause if there's anything someone loves, it's placing a single order and ending up with a million boxes and delivery guy knocking on the door everyday for a week. Stop ordering from here. This is not a legitimate business anymore, and they're getting shadier and shadier as time goes on. If you need to buy your pets things, go into Walmart. At least there you can see what you're buying and know you're taking it home.
  

  Chewy, Inc.

  Date: 10/31/2022

  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.
  
  
  
  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 hold for an estimated total amount of your order. This authorization/hold 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 expired 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 section labeled Payments (https://www.chewy.com/app/content/faq).
  
  
  
  I did some digging and was able to locate your most recent order ending in *****. The products in your order were shipped from the closest warehouses with the inventory in stock to fulfill the order. After reviewing your account, I understand that some of the items you ordered were out of stock. We apologize for the confusion and for any inconvenience this may have caused.  I understand how this issue may have inconvenienced you and your pet family. Due to rapidly changing inventory, an item can go out of stock at a moments notice.  If an item is currently out of stock, we can add your email address to our restock email notification alerts.
  
  
  
  Since part of your order was canceled prior to shipping,a final charge was not processed for those items, in the amount of $31.83. When that portion of the order was canceled, 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 $20.00 off 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,

  
  

  ****** **
  
  **************** Manager
  
  **********************

• Review fromVicki H.

  Date: 10/21/2022

  5 stars

  Vicki H.

  Date: 10/21/2022

  I just got a delivery from chewy.com, a dozen roses because my dog passed to the Rainbow Bridge on October 10, 2022. When I called to cancel my auto ship for medications it was like talking to a grieving counselor. Thank you for their love and support.
  

  Chewy, Inc.

  Date: 10/31/2022

  Hey *****,
  
  
  
  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. 

  
  

  Please know that as part of our Chewy family, we're here for you in any way we can be.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,

  
  

  ****** **
  
  **************** Manager
  
  **********************