What has happened with Chewy’s Customer Service? Our rescue was spending thousands of dollars a year with Chewy, for many years. Recently, had several order issues, missing item, damaged item, all caused by poor packing of orders. Apparently, that put our account on some sort of “these folks are criminals” watch. Most recently, we ordered two bottles of a liquid supplement. Chewy shipped the liquid on its side, no packing, rolling around in a box. By the time it arrived, it was leaking all over the inside of the box. I contacted what used to be Chewy’s great customer service, I had photos to send in case they wanted them, and I simply wanted to return the damaged, leaking bottles for new ones. Instead, I received a cut and paste type of response that Chewy would need to open an investigation with FedEx and to allow several weeks for that to be done. Then, as added insult, a cutesy ending about giving Custer a belly rub. We don’t have a Custer and never have. I replied, again explaining that it wasn’t a FedEx issue, the outside shipping box was in perfect condition. I again received a generic response, basically telling me too bad, an investigation was initiated and to allow several weeks. This left us without the dog’s supplemental, which I ended up needing to make a thirty minute drive to buy. It has now been over three months, still no response from Chewy on the “investigation.” Apparently, Chewy will not honor their return policy, so they basically stole $60 from our rescue with incompetent shipping and refusal to take any responsibility or willingness to exchange the damaged items. Our rescue finally sent a request to close our account and wow, within a few days, an email from Chewy’s it department that they had deleted our account as requested. Not one person at Chewy ever even asked why. So much for the “Chewy Cares,” in regard to “helping” rescues. I am so sad to see what Chewy has become. No choice but to go through our credit card company for a refund.