Chewy.comReviews of chewy.com

Ineptness- Probably the proper description for Chewy.com The last 4 orders had problems- 1. merchandise looked like returns from someone else 2. orders get delayed and there is no effort to advise customer until you call and find out. 3. After repeated order foul-ups there is absolutely no effort to make amends to the customer for the inconvenience of sitting on hold for 30-40 minutes, multiple times just to "verify" order information. ARE YOU KIDDING? This has occurred on 4 different orders- the same nonsense- over and over. I am DONE with this company. There are too many alternatives out there with good service and prices to satisfy customers. Regarding the reviews you see online- I am betting all those "5 Star" Google reviews are fake!

Customer service is great. I accidentally ordered an expensive bag of prescription cat food days before an auto ship that I'd forgotten about was shipped. I ended up with two big bags. They emailed a return label and allowed me to ship back one bag for a full refund (no deduction for return shipping). CS rep asked about my cat and as we hung up, he asked me to tell the cat he said hi. :) Polite, professional, and a bit charming.

We were victims of one of the August 2020 fires on the West coast - losing everything we owned in a matter of minutes. We no longer had a home for ourselves and our 3 dogs and ended up in a hotel with our 3 dogs in a neighboring city. The dogs' flea and heartworm meds that we'd purchased months prior from Chewy.com were also lost in the fire. I had emailed Chewy.com telling them about the fire and the loss. They immediately said they would replace the meds free of charge - which by itself was a huge gesture of kindness! As promised, new meds for the dogs soon arrived at our hotel (and thank you Luke, Britnie and Carlos for your heartfelt messages!). But wait - there's more... in addition to quickly sending out the replacement meds, Chewy also sent flowers to us with a kind note attached. When we read the note, my husband and I were both brought to tears. Corporations don't do this (I thought) - but Chewy does! They add that personalized touch and don't treat you like you're unimportant - and that makes them an AWESOME company! Customer for life here! Thanks Chewy for being awesome.

I ordered heart medication for my dog on 9/11/2020. I called yesterday and expressed my concern because my dog is about to be out of medicine. I was told the vet has not approved it. I asked the representative where they sent it and found out it was sent to my former vet. I know I chose the new vet when I ordered it. They changed it and I was told I should get it this morning. I waited the whole day but didn’t get it. I just called the Customer Service number 1-800-672-4399. I expressed my concern and was not happy with the delay. Guess what she told me?!!! She told me to bear in mind the delay was caused by my vet. The tone she used was so rude and I told her she was rude. She told me call someone else if I think she is rude. Is this customer service???!

I used to be a big fan of Chewy but their service and customer service has plummeted. They overpack boxes, causing damage to the products, and then demand that you spend your own valuable time and resources RETURNING the ruined products to them before they will replace it! As if I work for them when I have PAID for these goods and have not received, they put conditions on KEEPING UP THEIR END OF THE BARGAIN by replacing the product. While they eventually resolved it, hours were wasted on their mistake without any consideration for my time. Repeat complaints do nothing, they do not appear to care about retaining customers anymore. Moved most of my orders to other retailers, only keeping Chewy for items that cannot be found elsewhere because Petsmart now owns Chewy. Very sad and disappointing, another good company ruined by selling itself to the highest bidder.

First time with Chewy and had ordered two prescriptions. Customer service was very professional and courteous in processing return and refund. Great experience! Certainly will continue to be a customer.

I mailed my dog's life- sustaining medical script 7 days ago, drove it to the post office after double checking address and writing order # on script. Got email saying they didn't receive it. Called them, thet couldn't explain why or if they got it, tried to blame it on the mail ( been in this house 64 years, no mail problems ever, and not a rural address.) There is no connection with pharmacy set up. THERE IS NO 100% GUARANTEE, DON'T BELIEVE THEIR ADVERTISEMENT! I have a sick dog who needs his meds. Had to call local vet to beg for meds. Never had this problem with 800-pet meds. I was trying to save a few dollars, and I shouldn't have. I trusted this business but they are only good for things that don't need a script. THEY SHOULD BE MAILING THIS TO ME OVERNIGHT AFTER CALLING THE VET FOR VERIFICATION. THEY DID NOT OFFER. I believe this is because it is owned by Petsmart, which I didn't know. They are in the business of making money, not caring about a sick pet. Stick with time-honored medical prescription places like 800-pet meds. They're fast. My whole attitude and beliefs about chewy.com have changed and disintegrated to no trust, faith or confidence. By the way, they tried to tell me the email stating they didn't get my script was just a formality, like it may not be true! Meaning they aren't connected to their pharmacy and really don't know what they got or didn't get. That was a precious script I drove 10 miles to pick up at a cardio/emergent vet with lots of refills. I want it back, as I have no hope of "100% guarantee," which has nothing to do with a pet's wellbeing. I guess it's if you received a stale bag of treats or spilled shampoo. Who cares. Not chewy.com, who doesn't understand the urgency of a pet's heart meds.

Last week my 14 year old cat went into renal failure and had to be euthanized. It broke my heart. I called Chewy to cancel an Autoship, and told them the reason. When I got home from the vet, a beautiful floral arrangement was on my table. It was a lovely surprise, and has meant so much to me.