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 642 Customer Reviews
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Review fromIris B.
Date: 10/19/2022
1 starIris B.
Date: 10/19/2022
I use to be a loyal customer with ********************** about 5 years. Never had an issue with them until now. I purchased an **** $500.00 gift card from Dollar General to keep from using my checking account. Anyway, I placed an order for dog and cat food on October 18th,2022 and they cancelled my order. I called in and they told me to put order in again the next day and they cancelled it again. I called in and they told me that it was because of fraudulent activity. I asked her what was fraudulent about it because it was a **** card and she could not explain. I have decided not to have anymore to do with CHEWY. This was very un called for.Iris Blue
Chewy, Inc.
Date: 11/10/2022
Hello ****,?
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.?
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 your most recent orders ending in ***** & *****. Our system monitors detected unusual or suspicious activity for these orders or accounts and blocked or cancelled these orders from being processed as a preventative measure. Since both orders were canceled prior to shipment, 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 and any inconvenience you experienced, Id like to offer $50.00 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 fromRichard W.
Date: 10/18/2022
1 starRichard W.
Date: 10/18/2022
This company is guilty of false advertising. I looked up Greenies for my dog on the **** They say 50% off today. I called and they are offering $2 off of a $39 purchase. This is not ethical. Here is the ad on the WEB:Greenies For Dogs | 50% Off Today & Free Shipping.Get Deals https://www.chewy.com/dog/greenies AdGreenies For Dogs, Low ************* Shipping, Shop Now! Chewy.com, Where Pet Lovers Shop. Explore *****+ ********** at Amazing Prices.24/7 **************** Free Returns Low Prices Fast, Free Shipping oToday's ************* Time Deals at Chewy.com.Save Big on ********** Today!oDog Training Hub Basic Obedience Training Guide.Helpful ************************* to 40% off Halloween Shop Deals on Halloween Items.Save on ******************************************** Flea and tick season is here.Protect your pet from parasites.oShop Halloween for Pets Find costumes, toys, treats & more.Only at Chewy while supplies last.oBest All-Natural Treats Find the best all-natural treats Keep your pup happy & healthy o24/7 Pet Expert Support Award-winning ****************.Call us Anytime, Day or Night.oHalloween Pet Guide Your Ultimate Guide For Halloween.Celebrate Spooky Season With Pets.See more at chewy.comChewy, Inc.
Date: 12/22/2022
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.
Unfortunately, we are not able to confirm the promotion details with the information provided in your complaint. However, as a general matter, promotions are governed by different terms and eligibility requirements. Additional details and information on our promotions can be found on Chewy.com under Promotional Offers Terms (available here https://www.chewy.com/app/content/promotional-offers-terms).
As a courtesy, due to your recent experience, Id like to offer $25.00 off 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 ***********.Review fromKacey C
Date: 10/13/2022
1 starKacey C
Date: 10/13/2022
They have always been over priced. All of the coupon codes do not work and false incentives. The customer service rep gave incorrect information (the vet gave them the prescription and it was uploaded, no valid reason for requesting for a new one and payment was already received). Due to the economy they are starting to send out shipments later. We can **** up the cost but cannot afford waiting for a necessary product, like food.Chewy, Inc.
Date: 11/01/2022
Hi *****,
Thanks for reaching out to us about your concerns about our pricing. Although we can't guarantee set prices, we understand the importance of price stability, but in an ever-changing market,it's hard to guarantee set costs. Our pricing is based on the online market,which fluctuates constantly. Prices can change weekly, and even daily to keep us competitive with other online retailers.
Please know we take your input very seriously. I have passed this on to our product pricing specialists. We never want you to feel like we don't value your opinion, and we understand how expensive certain items can be. We will continue to offer the lowest price for all our goodies on our site.
As a courtesy, due to your recent experience, I would like to offer $50.00 towards your next purchase from us.Please call ************** before placing your order, and a supervisor will be happy to assist you with redeeming this offer.
We appreciate your understanding and thank you for allowing us to help with this. Please feel free to reach out to us anytime if you have further questions or concerns. We are here 24/7 to lend a helping paw.
Warm regards,
****************Review fromLinda H
Date: 10/13/2022
5 starsLinda H
Date: 10/13/2022
I have been a loyal Chewy customer since 2015. I love their auto ship feature because we get busy with life/work and forget to order or pick up dog/cat food at retail. I receive notification that order is in process to ship so in case you need to change up dates. Its convenient and the online customer service is prompt and they go above and beyond to make their customer pawsitively happy. They quickly handled an adjustment to my recent order cost due to my misunderstanding of a promotion. I am very thankful for their service in all the above ways they service their customers. Thank you ************** ****************** for the pawsome assistance! Products have always been delivered and in good condition. My pets are happy too.Chewy, Inc.
Date: 10/20/2022
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.
Please give your little one extra love from all of us here at Chewy.
Warm regards,
****************
Customer Service Manager
1- ************
********************************************************** 33021Chewy, Inc.
Date: 10/20/2022
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.
Please give your little one extra love from all of us here at Chewy.
Warm regards,****************
Customer Service Manager
1- ************
********************************************************** 33021Review fromAshley C.
Date: 10/12/2022
5 starsAshley C.
Date: 10/12/2022
Couldnt say enough good things about this company. They always go above and beyond for me. They have the best customer service that I have ever experienced in a company. Its very easy to get a hold of someone if you have any issues and they always reply right away. My only issue with this company is that they use ***** and honestly thats a ***** issue I have more than a chewy issue. I have had multiple problems with ***** over the years so I have reservations when using companies that ship with them.Chewy, Inc.
Date: 10/19/2022
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.
Please give your little one extra love from all of us here at Chewy.
If there's ever anything we can help with, we're just a woof away! :)
Warmest regards,
*** **
**************** Manager
**************************
**************Review fromHeather S
Date: 10/10/2022
1 starHeather S
Date: 10/10/2022
I overnighted a prescription to Chewy after not being able to get it because of Hurricane *** which my dog needs due to arthritis, congestive heart failure, and atypical Cushings disease. Since the med is a prescription, I have to wait for a week prior to the end of the prescription to get the written script from my vet. So, when they were back, I picked up the script and paid almost $60, on 10/3 to overnight to Chewy. They received it the next morning and called me to confirm they received it and would be shipping it out immediately. I should have gotten it this Saturday 10/8. During the call on Tuesday morning 10/4, I specifically asked if they could overnight it and I would pay for it. They, of course told me no and the only option was ground but assured me it would be here by 10/8. On 10/8, I received an Email that it would not be here until 10/10 but when I called ****** they said it would not be here until 10/13. I called Chewy to see what they can do to help as I was a direct hit with the hurricane and my dog needed his meds or it could kill him. It is stuck in ********* ** where the hurricane hit after leaving *******. Neither ***** nor Chewy put a plan in place for this natural disaster. They just shipped to a place that is experiencing flooding and when I pleaded with them to help me, they would not do anything. I have been a patron of Chewy for over 6 years and purchase over $1000 in food for my animals, meds, toys, etc. They took my money when things were good but when a natural disaster hit, they failed miserably. If you have an animal that has health issues that you have to have medication for, I highly suggest you go elsewhere rather than risk your pet's life. Chewy has done a horrible injustice to the people of ******* during this natural disaster and would not even think outside of the box to help me or other pet parents in *******, knowing we would have paid any amount of money to get our babies' meds.Chewy, Inc.
Date: 10/23/2022
Hi *******,
I'm so sorry about your recent order experience. At Chewy, we strive to provide a positive experience with every customer interaction.
I was able to dig up your recent order ending in *****. I see that this order has already been refunded. 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.
Because you are a valued customer, we are happy to offer you a 15% discount 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 helping paw.
Regards,
***************************, Pharm D
PharmacistReview fromDana W
Date: 10/07/2022
1 starDana W
Date: 10/07/2022
I have been a long time customer of **********************. I order two items using Chewy's "autoship" feature on a regular basis. My most recent shipment only included one of the items in the box, even though Chewy charged me for both items. I have spoken to two different customer service representatives and have asked that they either ship me the missing item or refund it. They refuse to do either of those things, effectively stealing my money. This company is unethical.Chewy, Inc.
Date: 10/19/2022
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. We are reviewing your recent interactions with our agents and will follow up with the agents for a coaching session for any missed opportunities.
Thank you for taking my call. As we discussed,I was able to locate your recent order ending in -**** and as a courtesy, on October 15, 2022, we processed a refund in the amount of $26.01 for the missing item. Generally speaking, you will see the refunded amount credited to the account associated with the payment method on file within 3 to 5 business days after the refund was processed, however that timing may vary based on your banking institution. As an additional courtesy, we also processed a replacement order (order ending in *****) including the Virbac C.E.T. Veggie Dent Fresh Dental Chews for Small Dogs, and a special surprise for ****** on October 15, 2022--you should receive an e-mail will the tracking details when the replacement order has shipped. I hope ****** enjoys his special surprise!
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.
Warmest regards,
*** **
**************** Manager
**************************
**************Review fromMaria V
Date: 10/06/2022
1 starMaria V
Date: 10/06/2022
They implemented a new "fraud prevention" system that does nothing more than inconvenience the customers. After wasting 30 minutes on a call confirming everything that was already submitted online, I was told my order would ship by the end of the next day. Imagine my surprise when, by the end of the next day, I receive an email cancelling my order instead. Reached out to customer service and received no resolution other than "you can try placing your order again". For what? So they have me call and confirm everything again only to cancel it a day later for a second time? What a joke. In summary, Chewy should leave the fraud prevention to the banks, and simply provide the service they are promising. I'll be finding a new place to get my dog's food asap.Chewy, Inc.
Date: 10/31/2022
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.
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 fraud or unauthorized use. As our agent mentioned when you chatted in, we located several accounts under your name that have already taken advantage of Chewys first time 35% Autoship discount. Pursuant to Chewys Terms, Chewy reserves the right in its sole discretion to not redeem a Benefit of any individual it finds to be engaging in fraud or undermining the legitimate operation of this Promotional Offer or acting in abusive, fraudulent, deceptive, or disruptive manner or in violation of these Terms. To that end, Chewy determined that the order ending ***** was not eligible for our 1st time Autoship discount. This discount is available for our pet parents as a one-time offer. Additional details and information on our Autoship process can be found on the Autoship & Save Terms and Conditions page of Chewy.com under the sections labeled Autoship: https://www.chewy.com/app/content/ans-terms.
If you would like to reprocess the order without the Autoship discount, please give us a bark at ************** and well put our paws to work.
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 Management
**********************Review fromBetsy M
Date: 10/05/2022
5 starsBetsy M
Date: 10/05/2022
I have been using Chewy.com for many years. Most recently I was ordering my dog's prescription dog food from Chewy using the Autoship program. Long story short, my account was compromised and a shipment was made prior to me needing it. Two weeks later, I had my 15-year old chihuahua euthanized. "Pebbles" was a little bundle of joy and I miss my girl. I never opened the bag of dog food. I contacted Chewy a few weeks after Pebbles crossed the Rainbow Bridge. The next day, I received a lovely card and a beautiful vase of flowers from Chewy. It was so thoughtful and this act of kindness warmed by heart. Chewy also refunded me for the dog food and I will be donating it to a local shelter. Thank you Chewy for showing that you understand how pet owners feel about their pets - they are family members and they leave us way too soon. Your customer service is exemplary and you are appreciated. 10 STARSChewy, Inc.
Date: 10/19/2022
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,
*** *.
**************** Manager
**************************
**************Review fromMichael C
Date: 10/02/2022
1 starMichael C
Date: 10/02/2022
I had ordered medication for my dog from Chewys pharmacy on 9/23/22. I got an email stating the medication would be in on that following Tuesday. Tuesday came and no medication, now I started to get worried because my dog does not have any medication for the remainder of the week. I called Tuesday night after I didnt receive them and was asked did you talk to your vet yet? Um no when I ordered I clicked for them to contact my vet, clearly there was a problem and I would have contacted the vet had I known but zero communication from Chewy. So at this point they have one of the medications filled and one waiting approval. They held up shipment on the one that was filled because they said they can ship out different dates on the same order? Weird but ok, so after speaking with 2 representatives they deleted the medication that wasnt filled to ship out there other one. No I stressed to them that my dog was out of medication and they said no problem well get that overnighted. So at this point I wont see it until Thursday. Frustrating but I had to accept it. Here we go, Thursday comes and yet again no delivery. I called again and spoke with 2 more associates, the last one stating their sincere apologies and that something went wrong with the shipping. He would get another script overnighted but I wouldnt get it until Saturday. He sent me an email and also stated on the phone he would follow this out to make sure I get it. Well now its Sunday 10/2/22 and I still dont have it. This has been by far the worst experience I have ever had with any retailer and their customer service is absolutely horrendous. Consumers beware, if things arent right after your purchase, they may never get it right again. Cut your losses and go elsewhere!Chewy, Inc.
Date: 10/28/2022
Hi *******,
I'm so 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 us on October 6th about your experience. As discussed, we processed a full refund for your order ending in ***** for $38.25 on October 6, 2022. Because you are a valued customer, we have applied a 10% discount on your account to be used 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 don't hesitate to reach out to us. We're here 24/7 to lend a helping paw.
Regards,
***************************, Pharm D
Pharmacist
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