From the first time I ordered with them they were super accommodating and friendly. I hesitated to sign up for the auto ship but I did try it and because it is so super easy to change items and dates I am a huge fan. I hope they never change. Last week I received a broken bag of dog food and there were some ants in the box, they immediately replaced it and asked how my boy Tucker was and I told them that he had passed just last week...but our puppy was enjoying this food now. She listened to my story and was truly moved, as most dog lovers are. The next week I received flowers - I had no idea from who...until I saw the lovely note from Chewy! I am a HUGE fan of this company!