I was a loyal Chewy customer for years for all of our pets, however, no longer. In the past several months, their customer service has gone wildly downhill. They used to have top notch customer support who would give really good advice and helpful input on everything from cat food to dog toys. No longer. Most of the time now, packages are never on time. I routinely receive notices that "your item has been damaged en route" with instructions to call Chewy to place a new order, which is a huge inconvenience. If the package is damaged en route and never arrives and the carrier notifies both me and Chewy, Chewy should take the initiative to send a replacement order (an apology would be nice, too, but you'll never get one). Then, you're on hold until someone who makes it clear they would rather be doing anything except customer service comes on to grudgingly replace your order. Chewy also recently opened an online pet pharmacy which sounds great and convenient until you try to use it. I had one good experience but, after that, it was a disaster. They lost my paper prescription that they required I send them by snail mail, at my expense, and then claimed my vet refused to approve two prescriptions. When I contacted my vet, they were shocked and said Chewy never reached out to them. They sent me an email confirming that, which I forwarded to Chewy. Chewy said there was nothing they could do. That makes no sense. At one point, I asked to speak to a manager. A very angry sounding woman who identified herself as Veronica or Victoria came on and said I was required to submit to being on a recorded line. I said no problem and I would record as well. She said she didn't consent to me recording; that only Chewy had the "right" to record (with?) and then hung up on me when I questioned that. Why so afraid? Because you know you're going to give terrible customer service? Everything you can get on Chewy, you can also get online from other providers or, better, from your local pet supply stores. The only thing Chewy had going for it was its convenience and, prior to a few months ago, the formerly good customer support. There's simply no reason to use this company any longer.