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 fromDonna Y
Date: 09/25/2022
1 starDonna Y
Date: 09/25/2022
All chewy does is lie. Associates are taught to lie to smooth but issies
Chewy, Inc.
Date: 11/09/2022
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.
Wed be happy to assist you with this issue, however we did some digging, and we were unable to contact you using the phone number provided. Please give us a call at ************** and a supervisor will be happy to further assist.
Please feel free to reach out to us at ************** anytime if you have further questions or concerns. Were here 24/7 to lend a ***********.
Warmest regards,
Rio S.
**************** Manager
**************************
**************Review fromHarry P
Date: 09/21/2022
1 starHarry P
Date: 09/21/2022
The food I normally order for my Cats has been out of stock (****** Tender Ocean Fish), so I ordered some other cans from Chewy. My cats did not like the other food. I have been ordering food form Chewy for the sole reason that returns have been easy. I have always donated cat food when asked to my local shelter.Fortunately, I was able to find a good alternative (Royal Canine Intense Beauty Loaf), but that also went out of stock, and so I had to find other foods.During my last call, the representative said that I returned too much food, and this would be a one time exception. She repeatedly pressed me for the issue with the food, even after I explained the situation.While I understand that Chewy might not want to accept too many returns, I am wondering when they changed their return policy? Perhaps they should also know this is why I have supported them over a company like Amazon, where is where I will now do my business.Chewy, Inc.
Date: 09/29/2022
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 will certainly review your most recent interactions with our customer service representatives and follow up with the agents for any missed opportunities.
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 returnthis is determined on a case-by-case basis. More details on our returns process can be found on the Frequently Asked Questions page on our website under the category Returns (available here: https://www.chewy.com/app/content/faq)
I tried calling you and left you a message. I wanted to apologize for your most recent experience and to see if you have any additional questions. Please dont hesitate to call and speak with a supervisor if you have questions.
As a courtesy, due to your recent experience, Id like to offer $50 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 reopening your account and 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.
Warmest regards,
*** *.
**************** Manager
**************************
**************Review fromRindy W
Date: 09/17/2022
1 starRindy W
Date: 09/17/2022
After 2 months, of trying to get a refund, 7 calls and 3 supervisors, I am still waiting on $156 refund. They wont listen to me or seem to care once we are off the phone. Chewy.com will never get my business again!Chewy, Inc.
Date: 09/21/2022
Hi there *****,
Im so sorry for your recent experience. At Chewy, we strive to provide a positive experience with every customer interaction, and we dropped the ball here.
I did some digging and was able to locate your order ending in *****. Our system attempted to electronically process the refund for the order in the amount of $156.75 four separate times on August 18th, August 25th, August 27th and September 1st, 2022. Unfortunately, there was an unexpected technical error preventing the refund from processing. Because the refund could not be processed electronically, a check in the amount of $156.75 was mailed via **** on September 12th, 2022 to the shipping address on file for the total amount of $156.75. The estimated delivery timeline for refund checks sent via **** Mail is 4 to 6 weeks.
As an added courtesy, because you are a valued Chewy customer, wed be happy 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 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 fromBarry J
Date: 09/16/2022
5 starsBarry J
Date: 09/16/2022
In my opinion I have not dealt with a better company. I have been a customer of *********************** in the past and they always provided excellent support. But this time I was blown literally blown away. My cat ***** fell ill, was diagnosed with Chronic Kidney failure, and I was prescribed a Kidney support cat food, I ordered it through Chewy, it arrived in a couple of days, but unfortunately that night I ended up having to put ***** to sleep due to complications. I called Chewy to ask how to return the product, they were quick to say its ok, just donate the $80 of cat food to a local animal shelter and they immediately returned the payment to my bank account. Amazing, but that was not even the most amazing part, the next day I came home from work and there on the doorstep was a bouquet of flowers with a nice card with such caring words. I will tell this story to many others so they know how great of a company Chewy.com really is. #ChewybestcompanyeverChewy, Inc.
Date: 10/01/2022
*************,
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.If there's ever anything we can help with, please don't hesitate to reach out.
Warm regards,
******************
Customer Service
**********************Review fromKarlene C
Date: 09/14/2022
1 starMy account was hacked and I spent hours on the phone with chewy and my credit card company. once everything was figured out chewy deactivated my account. When I reactivated my account, my cats prescription was lost. They told me that I had to take my cat into the vet and get a new prescription if I wanted the food. When they made up a story about how all prescriptions needed to be updated. Yeah right. Ill take my business elsewhere.Review fromCheryl G.
Date: 09/14/2022
1 starCheryl G.
Date: 09/14/2022
I am so disappointed in Chewy's customer satisfaction. I am a Senior on a fixed income and placed an online order September 8 2022. I received my order but Chewy made an unauthorized transaction duplicating my payment for this order and oddly with 2 different totals. My banking institution processed the original and the unauthorized duplicated transaction with the different payment totals resulting in my bank account to be overdrawn and leaving me with absolutely no funds to maintain my needs. It has been 5 days and after several phone calls and chat messages with Chewy customer service begging for MY own money to be refunded back to my bank account just as fast as Chewy took it out and I am still without funding. Chewy has instructed me to contact my bank which requires me to file a dispute form that has to be mailed to me then returned then it could be 10 more days before my funds are returned. I am completely disgusted with Chewy at this requiring me to beg for MY very own money that you had no right to touch AND for having to endure a financial hardship with no access available to MY very own money AND an overdrawn bank account AND I have to be the one to do all the work to fix their error and illegal unauthorized duplicated payment placed on my debit card.Chewy, Inc.
Date: 09/21/2022
Hi there ******,
I'm so sorry about your 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, which includes an estimated tax. 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. Once your order is packed and shipped, we process a final charge for the order, which includes the actual tax amount, and we inform your bank or credit card issuer that the order is complete, and they can release any authorizations or holds for the order. While the authorization/hold and the final charge may co-exist on your account for a brief time, the hold will eventually be released and will disappear from your account, and the final charge will remain, replacing the hold. The length of time the hold remains on your account, or the time it takes for the authorization to be released, depends on your bank or credit card issuer.
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 section labeled Autoship and Payments the relevant portions are excerpted below for your convenience:(https://www.chewy.com/app/content/faq)
When will my payment method be charged?
Your payment method will be charged automatically on the date your Autoship order is shipped. We prepare your order 48 hours before your next scheduled order date, and you may see a pending charge as soon as we start preparing your order. The pending charge will disappear 24 to 48 hours after your order has shipped. There's no need to call or update anything online.
Why are there multiple charges on my card for a single order?
When you place an order, Chewy contacts the bank that issued your card to confirm your account and reserve funds for your purchase. Youll see a pending charge, also called an authorization charge, in your bank or credit card account. We only charge your payment method when your items ship.
Your bank will reserve the funds in your account until your items ship or the authorization expires. Depending on your banks policy, you may see an authorization charge even for a canceled order. If your items dont ship, the authorization charge will expire. Some banks may take up to 30 days to remove authorization charges from your account.
We charge your payment method as your items ship. If your items have shipped in more than one box, you may see multiple charges on your payment method:
One authorization charge for the grand total of your order
Separate, final charges for each shipped box
Rest assured, youll only be charged for shipped items.
I was able to locate your order ending in ***** and that is what happened here. When you placed your order on September 8, 2022, a authorization/hold was requested in the amount of $44.57, the estimated total cost your order, included the estimated taxes. Later that same day, when your order was packed and shipped, a final charge was processed for $43.62, the final total amount of your order, including the actual calculated tax. . The initial hold or authorization should have been released thereafter, however, the timing for release depends on your bank or credit card issuer.
I am sorry for the confusion regarding our payment process. As a courtesy, I processed a full refund for your order ending in ***** in the amount of $43.62 on September 21st, 2022. Generally speaking, you should 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.
As a courtesy, due to your recent experience, Id like to offer $25 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 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 fromCarol B
Date: 09/12/2022
5 starsCarol B
Date: 09/12/2022
I called Chewy on 9/10/22 and spoke with Jolie. I asked her if she could remove my name from Chewy's contact list. Our beautiful Springer
Spaniel died at the age of 13 due to doggy dementia-we had our vet put her down. Jolie and I had a very pleasant conversation. I explained
that because of our age, we had decided not to get another dog and that receiving the post card saying "We miss you" with a picture of a puppy
had made me very sad. Today I received a beautiful vase of flowers with a very thoughtful message from Jolie & your Chewy Family. Who does
that??? Only very special people.Chewy, Inc.
Date: 10/17/2022
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,
****************
Customer Service Management
**********************Review fromJeremy H
Date: 09/09/2022
5 starsThis company is amazing. My mother and i have been ordering stuff from there for the last couple of years. One of the items we have ordered is doggy daily supplements. We have a few elderly dogs however in the last 3 months we have had to put down 2 for health issues. It has devastated us greatly. We have recently gotten an order which we now dont need to order as much or as frequently cause the dogs we have that we still give it to are small. Anyways with everything that has been going on it slipped our mind to cancel the order that is on auto order so when we recieved it we called to cancel. After explaining to them what had happened they gave us a refund but it didnt stop there. This morning a local flower shop knocked on our door with a vase of flowers. This company went way far and beyond then what any other company would have. It means the world to know that they care for our animals as much as we do. This will not be forgotten. Thank you from the bottom of our hearts. ???Review fromMichele H
Date: 09/06/2022
5 starsI can't say enough great things about Chewy. They have great prices, huge selection, and the most amazing customer service. Plus, they just care about their customers. I just received a hand painted portrait of my dog. Her name is ***** and it was National Video Game Day. No other reason. It was such a thoughtful gesture and a complete surprise. The portrait was even gift wrapped. I am amazed at how wonderful Chewy is!Review fromSydney B
Date: 09/02/2022
1 starI placed an order on the 25th of August. Stuff shipped and on august 30th I was charged for a product they were sold out of, I reached out FOUR times via email (with no response) and once by phone to get this fixed. They denied they had charged me and told me if they had it would fall off in ***** hours waited another ***** hours and it was still there. Reached out again via email where they requested me to return ALL products for the $34 refund. Dont do business here. Theyre shady, take your money wont return it or answer your emails/questions.
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