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.

  7700 W Sunrise Blvd Plantation, FL 33322-4113

  
• 

  Chewy, Inc.

  256 S. 143rd Ave. Suite B Goodyear, AZ 85338

• 

  Chewy, Inc

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

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  Chewy, Inc

  2815 Watterson Trl Louisville, KY 40299-3868

• 

  Chewy, Inc.

  3251 Hollywood Blvd Hollywood, FL 33021-6942

  

Review Details

• Review fromLaCinda A

  Date: 08/12/2022

  2 stars

  LaCinda A

  Date: 08/12/2022

  Chewy was an awful experience. I ONLY gave 2 stars because ONE service rep was kind and said she fixed the problem but to understand they werent all trained on how to stop a flag on the order. Basically I made a big order. Over 200 dollars worth of stuff to get my rescue cat started. My billing and shipping address is different. It was flagged and I was told I would need to answer some questions to get it fixed so that they could go ahead and ship the order. I did exactly what they said and talk to one of them. This person said it was fixed and it would be shipped within a couple of days. Keep in mind this was already almost a week after I had placed my order when I heard about it. Then several more days pass and I did not have an order and I get another email saying my order was canceled. I called again and spoke with someone else. They said the order was never fixed and I had to answer all those questions. I said but I did that they said well it wasnt put in apparently if you did. I did it again. This time the lady even gave me a pretty big discount because she said she knows that that was their fault. It took about $75 off my order. Hence the two star review I at least tried to give. She wanted to repeat my order back to me to make sure it was correct. She only called out five things. I said but I ordered 12 or 13 things are you sure you have it all. She said yes I do see it all its all right here. Thought that sounded odd since she only called out five but I thought well she must know what shes saying. A couple days later go by and I get another email saying my order was completely canceled again because I did not answer those questions Of which I had already called twice and answered. This has now been 2 1/2 weeks after my order had been placed.I sent another email which said someone will get back to you in I think its at 48 to 72 hours. No one ever did. Long story short I sent three more emails within a weeks time and never received back. Awful!!!!
  

  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, 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. 

  
  

  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 located your order ending in *****.I understand that we needed to verify certain information before processing your order. Unfortunately, it seems that after your information was verified, there was an issue that caused the verification to not be applied to the order, which resulted in the mistaken cancellation of your order.  
  
  Because your order ending in ***** was cancelled prior to shipment, your account should not have been charged and any pending authorization in connection with that order 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 $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 Service Manager
  
  1- ************ 
  
  ********************************************************** *****

• Review fromMary M.

  Date: 08/11/2022

  1 star

  Mary M.

  Date: 08/11/2022

  My chewy.com account was hacked and someone was ordering pet supplies from my account. Chewy closed the account but never informed me. When I became aware of problem I called Chewy, a rep was to contact me about investigating claim. I was not reimbursed. Also, Chewy did not disclose that this hack has been happening to others. I still have not been contacted by Chewy. I called again today and now I am supposedly getting reimbursed in 3-5 business days. I am not confident that will happen. Also, if this was actually handled I would have continued to order from Chewy but I have zero confidence in them now.
  

  Chewy, Inc.

  Date: 08/22/2022

  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 we detect potential suspicious activity related to your Chewy account based on our monitoring systems, we proactively 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 Chewy account remains protected. ?
  
  I did some digging and can confirm that refunds were processed for the unauthorized orders on August 11, 2022, and you should have seen the refund credited to the account associated with the payment method on file within 3 to 5 business days from the date the refunds were processed, however that timing may vary based on your banking institution.
  
  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,

  ******************
  CS Manager
  Chewy

• Review fromAndrea V

  Date: 08/07/2022

  1 star
  On August 5th I woke up to see that there was a fraudulent order on my Chewy.com account. Someone had set up autoship on two items and utilized my PayPal account connected to my Chewy.com account to pay for the autoship items. I immediately called Chewy.com customer service and was told they would stop the orders immediately so that the charges would fall off. Not only did they not do this, but the one item shipped from the warehouse to the address of the scammer and I was charged. The customer service reps (two of them) were so inept that they didn't even know the order had been delivered two days later (I had to be the one to inform them it was delivered to the scammer, to which they said it shouldn't have been...BUT IT WAS!). I guess I feel fortunate it was for $50 as I see lots of complaints on here in the hundreds or thousands - crazy! What are they going to do to fix this? I asked for a refund which they refused because they claimed "PayPal is blocking the refund" (what?). I called PayPal and they were appalled and immediately issued me a credit to cover the lost funds (thank goodness someone knows what they're doing). I spoke to 3 reps at Chewy.com and they all had zero resolution for me - in fact, one of them told me it was my fault that my password was too easy to guess. They claim your info is safe which is a bunch of B.S! These standardized "apologies" on here are so embarrassing. Do better with your website security. Why was someone able to change a shipping address in my account without me confirming it through a text alert code? Oh wait, one rep told me that they screen address changes - really? They didn't do so for the scam order that went through on my account. Totally ridiculous and unacceptable for a major business to have this problem - I don't care which site leaked my password, THEIR site where my PayPal is saved for orders I need for my pets should be secure regardless! Super disappointed.

• Review fromDONALD D.

  Date: 08/06/2022

  1 star
  Your pet may be DEAD if you buy meds here.
  I ordered heart meds to keep my cat alive - giving myself a 10 day buffer. Express mailed and tracked paper prescriptions.
  Chewy refuses to give me a ship date. I've contacted them 4 times and each time they say the order should ship today or tomorrow but never an exact status. I finally talked to pharmacist there who said we're kind of backed up and a pharmacy supervisor who will call me back. Always EVASIVE.
  Web site advertises 1-3 day ship and shows both my meds in stock. Help says display orders to see status but doing so shows NO STATUS at all.
  One med script is for 50 pills with 3 refills. They show that as 1 pill with 150 refills? They also show both meds twice under my prescriptions - once waiting prescription and again as vet approved???
  I think Chewy pharmacy is incompetent and evasive. Pet meds are like people meds - not an optional whenever commodity. If they can't fill the prescriptions they should say so and give me time for other options before its a big problem. Should my cat die because they are busy?
  My pet's emergency care was expensive so I thought I'd save a little on meds for his remaining life. But I've wasted so much time with Chewy and had so much aggravation that I'd been better off paying more for meds at my vet. Chewy pharmacy is a terrible eCommerce experience. Avoid them.

• Review fromRoxanne S

  Date: 08/06/2022

  1 star

  Roxanne S

  Date: 08/06/2022

  Chewy charges tax on prescription diets for my dog when other on line pharmacies do not .
  

  Chewy, Inc.

  Date: 08/10/2022

  Hi there *******,

  
  

  Im sorry about your recent order. At Chewy, we strive to prove a positive experience with every customer interaction.
  
   I was able to review the details of your order ending in ***** and can provide you with some additional information. Hill's ************ Diet Metabolic formula does require an authorization from your vet, it falls under the category of a nutraceutical, meaning food with medicinal benefits, rather than a pharmaceutical prescription item.

  
  

  Medication and prescription pet food directly from a licensed veterinarian is considered exempt; pet medication and prescription food for pets is considered taxable when purchasing through an online retailer.

  
  

  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.

  
  

  **********
  
  Customer Service
  
  **********************

• Review fromAmanda R

  Date: 08/05/2022

  1 star

  Amanda R

  Date: 08/05/2022

  I had dog food on Auto ship. I received an email stating I had till the 4th of August to change my schedule. I changed it out a few days to the 7th so I had money in my account. They said it had been updated to the 7th and would ship than. I get a notice stating that they are preparing my order and overdrawn my account. This is the second time they've done it. I'm no longer shopping with them.
  

  Chewy, Inc.

  Date: 08/22/2022

  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.
  
  At Chewy, your payment method will be charged automatically on the date your Autoship order is shipped, however, when we begin preparing your order, you may see a pending authorization/hold on your account. 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. The pending charge will disappear 24 to 48 hours after your order has shipped. 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 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 sections labeled Autoship (https://www.chewy.com/app/content/faq)
  
  I did some digging and was able to locate your order ending in ***** and that is what happened here. This order processed 48 hours in advance from the desired shipping date. The order was canceled at your request and the pending hold should have release to the payment method within 1-2 business days from cancelation. However, that timing may vary based on your banking institution. If you would like to reinstate your Autoship we can sign you up for the option to only have your Autoship go out on the fixed date of every month as requested.
  
  As a courtesy, and 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,

  ******************
  CS Manager
  Chewy

• Review fromSarah P

  Date: 08/03/2022

  1 star

  Sarah P

  Date: 08/03/2022

  I received a notification of a new autoship order from a Chewy account I haven't used in years. Thankfully I was able to immediately log in and cancel the order. The hacker had added a new shipping address. I contacted customer service and they were nice and deactivated my account. But a quick search online ("Chewy account hacked") revealed this exact same pattern is happening to SO MANY Chewy customers, spanning months back. It is part of an ongoing organized hacking scam. They have to be aware that there has been a security breach yet they have done NOTHING to warn customers, and the poor customer service representatives have to deal with the fallout. This is beyond frustrating and abhorrent.
  

  Chewy, Inc.

  Date: 08/09/2022

  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. By resetting your password to something new and unique to Chewy, you can ensure your Chewy account remains protected.
  
  
  
  I did some digging and was able to locate your Chewy account Since the order ending in ***** was cancelled prior to shipment, your account should not have been charged and any pending hold or payment authorization should have fallen off of your bank statement within 1-2 business days. However, that timing may vary based on your banking institution.
  
  
  
  I can confirm that your Chewy Account remains in an inactive status. However, 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.
  
  
  
  Warm regards,
  
  
  
  ******************
  
  
  
  Customer Service Manager
  
  
  
  **********************

• Review fromNicole F

  Date: 08/02/2022

  2 stars

  Nicole F

  Date: 08/02/2022

  My account has been hacked twice in a month through Chewy. After the first time, y autoship was canceled and a new one created and ordered for somewhere across the country. Chewy canceled that order and locked my account after i emailed them. I called later that morning to unlock and verify my accoynt. After this, I changed password and reset my information. Now it's been hacked again and my account is locked... again. This seems to be an internal issue where my information is not secure, and it seems to be an issue that is ongoing currently and not being addressed. I'm uncertain if I will unlock my account at this point as I really am not interested in continually being hacked and my address and information being available to whoever or whatever is doing this.
  

  Chewy, Inc.

  Date: 08/18/2022

  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. By resetting your password to something new and unique to Chewy, you can ensure your Chewy account remains protected. When we detect potential suspicious activity related to your Chewy account based on our monitoring systems, we proactively block your account to prevent any further activity on your Chewy Account. I have reviewed your account, and we can confirm that your account has only been locked once due to our security protocols.
  
  I did some digging and was able to locate your Chewy account. Since the order ending in ***** was cancelled prior to shipment, your account should not have been charged and any pending hold or payment authorization should have fallen off of your bank statement within 1-2 business days. However, that timing may vary based on your banking institution.
  
  I can confirm that your Chewy Account remains in an inactive status. However, 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.
  
  Warm regards,
  
  ******************
  
  Customer Service Manager
  
  **********************

• Review fromTara C

  Date: 07/26/2022

  2 stars

  Tara C

  Date: 07/26/2022

  In June, 3 fraudulent charges were attempted on my Chewy.com account, 2 of them were successful. On the day I discovered and reported the fraudulent charges, Chewy was helpful. While they stated they blocked the third charge, no one from Chewy contacted me to state there were fraudulent or suspicious charges being made on my behalf to be shipped to random places across the country to begin with- so that was off-putting. Since that time, it is has been literally impossible to get a resolve to my issue. Because one of the fraudulent charges was less than $50, they only credited back the product amount instead of the entire amount to include the shipping cost. I have been in contact with Chewy at least 5 times since 6/6/2022 and only this morning am I told that they can not get the cost of shipping refunded to me; this is something I have to dispute with my bank, even though it was their error in the initial refund. I had been awaiting a paper check since 6/24 and no one from Chewy bothered to reach out and provide me with any information regarding their inability to send the check. I have disputed the charge with my bank and look forward to them resolving this on my behalf so I don't have to deal with Chewy ever again.
  

  Chewy, Inc.

  Date: 11/11/2022

  Hi ****,

  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 review your interactions with our team members for potential coaching opportunities. 
  

  I did some digging and was able to locate the order ending in *****. On June 6, 2022, we processed a partial refund in the amount of $26.58 for the order, however a due to a technical error the rest of your refund was not processed.  I can confirm that at this time, the rest of your refund has been successfully processed.   Generally speaking, you will see the refund amount credited to the account associated with the payment method used for the order within days, however that timing may vary based on your banking institution.
  

  We really appreciate your understanding 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 ***********.
  

  Warm regards,
  

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

• Review fromNancy H

  Date: 07/26/2022

  1 star

  Nancy H

  Date: 07/26/2022

  Worst on-line experience I have ever has trying to order prescription for my dog on-line at Chewy,com. First, the cart order had the wrong quantities I had actually ordered. Then they called the wrong vet who did not treat my dog and the order was cancelled. Then I had to place a phone order. Then I had to have the vet call and verify the order while also providing written scripts as requested. Was told the order would ship out on Monday morning after being placed the previous Thursday night. When I called Monday afternoon to check on my order they said they had only just gotten the final approval. So I cancelled my prescription order and my Chewy account. Staff was nice, but the pharmacy cannot deliver. These were critical prescription refills for my dog. This order was for over $442 in pet meds.Chewy has been good, but their pharmacy fulfillment is terrible.
  

  Chewy, Inc.

  Date: 10/31/2022

  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 locate your order ending in ***** placed on July 21, 2022. I see that you spoke with a representative regarding this order, cancelled the order, and created a replacement order ending in *****. I also see this replacement order was cancelled on July 27, 2022. 
  
   
  
  I see your account is inactive. Should you desire to reactivate your account, we would like 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 
  
  Pharmacist