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 fromJennifer C
Date: 08/30/2022
1 starJennifer C
Date: 08/30/2022
Chewy marked my account as Fraudulent, but it is not, I just order a lot, as I have giant breed dogs and rabbits. I spent 20 minutes on the phone with the first representative, and 40 plus minutes the next day when I had to call again, just to find out the first representative did not do what she said. No one has fixed the problem or called me and this is day three, this is extremely frustrating as nothing on my account as changed so for them to flag it and not allow me to place any orders is ridiculous. I spend a lot of money with them, but I will have to find somewhere else to shop since they obviously do not value my business, since I keep getting the run around and no calls back.
Chewy, Inc.
Date: 09/09/2022
Hi there ********,
I'm so sorry about your recent experience. We strive to provide a positive experience with every customer, 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 the time to speak with us and for your kind words as we worked to get your account back in order, I will be sure to pass them along as discussed on our call. The issues with your account have been resolved.
Thank you for giving Chewy the opportunity to make this right, and for being a member of our Chewy family. If you run into any other issues, please feel free to reach out to us. Were here 24/7 to lend a helping paw.
Warmest regards,
*** *.
**************** Manager
**************************
**************Review fromPatricia T
Date: 08/28/2022
5 starsChewy definitely goes above and beyond! Their auto-ship feature allows you to tweak and adjust to the duration that fits best. When a medication that I ordered in bulk didn't work for my dog, they sent me return labels and a refund, and even offered to contact ***** for me to have them pick up the return! The fact that they also contact my vet for me to get all the different prescriptions my dog is on is a HUGE time saver, especially because we live out in the country, and getting in touch with the vet isn't always easy. They always send a birthday card for my dog, which I find very sweet. When my friend's dog passed away they sent her a bouquet of flowers. Just an all-around outstanding company with EXCELLENT customer service, and a clear passion for animals!Review fromAmy T
Date: 08/27/2022
1 starAmy T
Date: 08/27/2022
They sent me an email stating they couldnt fill my order. I cancelled and bought food at pet store. Later got an email stating they have to ship the order, have it returned, then issue a refund. Yet it STILL hasnt shipped.Chewy, Inc.
Date: 09/15/2022
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.
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.
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 *****. Since this order was canceled on August 27, 2022,prior to shipping, 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.
Because you are a valued customer, and due to the confusion, we'd be happy to offer $25.00 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 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 fromKimberly J
Date: 08/27/2022
1 starKimberly J
Date: 08/27/2022
I initially placed an order for flea medicine from Chewy. I found a better price with another company so I cancelled my Chewy order. I thought that cancelled everything; however, I still received a shipment from Chewy. I contacted Chewy about the mistake and requested a refund since I have autoship with the other company. After emailing and waiting for a response, I'm told they can't refund since it's a prescription medicine. It's in a box that you can get from any pet store; it's not like it's something special they had to make. I'll never recommend this company.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. As discussed during our call, we have processed a credit of $30 for your order ending in ***** to your account. In addition, because you are a valued customer, we have applied a 15% 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
PharmacistReview fromKrista W
Date: 08/23/2022
1 starKrista W
Date: 08/23/2022
I liked Chewy well enough until someone hacked my chewy.com account and charged over $300 to my debit account as well as nearly $200 to a master card account that I had paid off and hadn't looked at in months. When I spoke to chewy.com online they said that my account was under investigation for fraud and that they would refund all the money once the investigation was complete (well the charges were made 2 months ago). I had to cancel my debit card and get a new one sent already and talk to my bank and now I am having to speak to the fraud department for my Master Card. In addition, there was 2 late fees added to the money charged to my MC account because that account shouldn't have had any charges and hadn't been used so I didn't even look at it while paying my monthly bills. Upon further investigation there is an entire Reddit feed that says Chewy.com has terrible cyber security and this has happened to many people. I wouldn't use them if you value your CC and banking info.Chewy, Inc.
Date: 09/01/2022
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.
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.?
I can confirm for you that none of our Chewy systems were breached and that the payment information on your account was not compromised.? We do not store your full payment
information in our system, which serves as an additional layer of security to ensure your payment information is not compromised.
What has likely occurred is that your password credentials were obtained from a breach of another website, unrelated to Chewy. Bad actors sometimes use stolen credentials which are then used to log into other websites like Chewy. This can occur when customers use the same password across multiple accounts at different websites.
When our monitoring systems detect potential suspicious activity related to your Chewy account, we will block your account to prevent any further activity. This is done to protect your Chewy account from unauthorized use. By resetting your password to something new and unique to Chewy, you can ensure your Chewy account remains protected. ?
I did some digging and can confirm that all refunds or chargebacks for orders ending in -7463, -8002, -7371, and ***** have been accepted and processed. Generally speaking, if you haven't already, you should see the refunded amounts credited back to the payment method used to purchase the orders 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 $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 regards,
******************
Customer ******************
**********************Review fromRyan M
Date: 08/22/2022
1 starRyan M
Date: 08/22/2022
This is the second time in 3 months someone has been able to access my chewy account and order things. Luckily I found it right away and canceled it but its a pain since the bank will then hold on the money for a few days. Chewy has done barely anything to help. The last time I had to call 3 days to get the first one resolved. I cannot refer this site to anyone. It will be a headache to try and get your money back and you will continue to worry about your CC information.Chewy, Inc.
Date: 09/01/2022
Hey 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.
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.?
I can confirm for you that none of our Chewy systems were breached and that the payment information on your account was not compromised.? We do not store your full payment information in our system, which serves as an additional layer of security to ensure your payment information is not compromised.
What has likely occurred is that your password credentials were obtained from a breach of another website, unrelated to Chewy. Bad actors sometimes use stolen credentials which are then used to log into other websites like Chewy. This can occur when customers use the same password across multiple accounts at different websites.
When we detect potential suspicious activity related to your Chewy account based on our monitoring systems, we will block your account to prevent any further activity on your Chewy Account. This is done to protect your Chewy account from unauthorized use. By resetting your password to something new and unique to Chewy, you can ensure your account remains protected. I did some digging and was able to locate the most recent orders ending in ***** and *****. Since those orders were canceled prior to shipping, a final charge was not processed for either of these orders. When the orders were canceled, your account should not have been charged and any pending hold or payment authorization should have fallen off of your bank statement within a couple of days. However, 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.
At this time, your account is deactivated, and all addresses have been removed from your address book and all payment methods have been removed. To reactivate your account, please give us a call at **************.
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 fromJon C
Date: 08/19/2022
1 starI ordered and received 24 cans of Natural Balance ********** cans for cats from Chewy. Shipment received was unacceptable. Cans were dented and some cans were tainted with a sludge at the bottom of the can that gave me sores on my hands. I have notified Chewy online and by phone and did receive a refund; however, they should have sent me new free shipment (checking cans beforehand). The sludge, grime on the cans was toxic. I cannot recommend Chewy in future because shipments lack quality control.Review fromBrenda C
Date: 08/17/2022
1 starBrenda C
Date: 08/17/2022
I placed an order with Chewy on August 14th, 2022. It was during the ********** sales tax holiday. Chewy charged me tax and after speaking to three different representatives, refuses to refund my tax. They informed me they were not participating in the tax holiday. According to the mass.gov website they do not have an option to opt out. I will also be filing a report with the attorney general's office.Chewy, Inc.
Date: 08/28/2022
Hi there ******,
I'm so sorry about your recent ordering experience. At Chewy, we strive to provide a positive experience with every customer interaction
I was able to locate your order ending in *****. We can confirm we are participating in the ******************* sales tax holiday. After reviewing the order, it shows that your sales tax was waived. What occurred was that there was an initial pending hold with sales tax added onto the grand total. Pending holds are removed typically 1-2 banking days after product ships; however, this does depend on your financial institution. For your order, the total was adjusted to show the sales tax was waived in participation of the tax-free holiday.
We really appreciate your feedback and thank you for giving us the opportunity to help with this. If you have any questions, please dont hesitate to reach out to us. Were here 24/7 to lend a helping paw.
Warm regards,
******************
Customer Service Management
**********************Review fromjamie G
Date: 08/16/2022
1 starjamie G
Date: 08/16/2022
Woke up to a frad order on my account. I sent an email to chewy, stating what happened & they didn't seem to care. I had the guys name and address.... I feel like my info was leaked. Luckily, I caught it in timeChewy, Inc.
Date: 09/14/2022
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. We will certainly review your recent interactions and follow up with any coaching opportunities.
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.?
I can confirm for you that none of our Chewy systems were breached and that the payment information on your account was not compromised.? We do not store your full payment
information in our system, which serves as an additional layer of security to ensure your payment information is not compromised.
What has likely occurred is that your password credentials were obtained from a breach of another website, unrelated to Chewy. Bad actors sometimes use stolen credentials which are then used to log into other websites like Chewy. This can occur when customers use the same password across multiple accounts at different websites. We suggest resetting your Chewy account passwords as well as all other online platforms to further protect yourself.
I did some digging and was able to locate order ending *****, that order was cancelled in our system on August 2, 2022. Generally speaking, the pending charge would release back to the payment method 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 $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 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 pawReview fromBill P.
Date: 08/12/2022
2 starsBill P.
Date: 08/12/2022
Chewy lost my vet prescription that I sent to them on June 14, 2022. First they acknowledged they received the prescription and sent us our dog food in July. Then they cancelled our auto shipment agreement stating they need a new yearly prescription. I explained that in their own records they say they did get the new prescription in June but now cannot find it and they need me to get a new prescription from the vet again and send again. I am getting so tired of the poor customer service and the paying customer has to do the extra work for poor training for new employees. I am done with Chewy. That could have reached out to me and tried to make things right.Chewy, Inc.
Date: 01/03/2023
Hi ****,
I'm so sorry about your recent order experience. At Chewy, we strive to provide a positive experience with every customer interaction.
Your order ending in ***** was cancelled due to not having a current authorization on file. Since that time, I do see we received authorization from your vet clinic and processed the order ending in ***** that was placed on August 15, 2022, and automatically discounted at 10%. You currently have refills left on your current prescription as of your last order placed on September 10, 2022.
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 ***********.
Regards,
******************
Customer Service Management
**********************
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