Chewy.com Reviews

Name: Chewy.com
Rating: 3.70

3.7 Rating 577 Reviews

66 %

of reviewers recommend Chewy.com

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3.7

Based on 577 reviews

Shipping & Delivery
Delivery Methods	Postal Service, Courier
On-time Delivery	Greater than 92%
Customer Service
Communication Channels	Email, Telephone

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800-67-CHEWY (672-4399)

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Chewy.com 5 star review on 27th October 2024

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Chewy has the BEST customer service! Ashley was fantastic to work with and I have been very pleased with her help. I highly recommend Chewy!!”

Helpful Report

Posted 1 year ago

“I placed an order for $75 and got this mail: We're sorry, we're unable to process your recent order 1350498479. We’ve identified this order as potentially purchasing items for freight forwarding outside the contiguous United States, and we are unable to process your order at this time. Since we are an online retailer, not a distributor, we encourage businesses like yours to contact a distributor directly. My answer: I have no business! I have a 16 years old cat I recently had to take all her teeth out, and this product is the very few things she is accepting to eat! Do you want pictures, so you don’t blame in vane? How can you lose a client by making assumptions? You made me place a call and you couldn’t ask? If I came to your website is because Amazon doesn’t have chicken flavor; they are sending me 10 boxes with 5 packages like yours as we speak, and they are THE MOST IMPORTANT ONLINE RETAILER!!! What you’re doing sounds either as a racist/nationalist matter… or as people very bad in doing businesses and very good loosing clients!”

Helpful Report

Posted 1 year ago

“I have used Chewy for several years for my cat’s food and Breeze litter supplies through their subscription service. Once, they didn’t have the EXACT items for my subscription in stock, and I got an email saying I could order replacement items with free shipping (code provided.) The problem is that the code didn’t work; I had to buy extra product to get free shipping (I figured it would get used, right?) Then the item came back in stock, and they shipped the subscription! Suddenly I was buried in product and had spent WAY more than I had budgeted for! I thought it was a fluke until we got a puppy; then this nightmare happened: I ordered the 54” x 34” x 30” Frisco Heavy Duty Enhanced Lock Double Door Fold & Carry Wire Dog Crate & Mat Kit. It arrived in a box that had been previously opened and then taped shut again. All the cables to secure things inside the box had been cut, and the pieces had all been shoved back into the box in such a way that they were all caught on each other and bent badly (despite being a heavy-duty metal crate.) We had to cut the box open to get the pieces out. It then took us over an hour JUST TO SEPARATE the parts and another two hours to assemble (as it required bending many of the pieces back into place as much as possible.) When we finally got it together, we discovered that the side door did not latch or swing properly due to bending in the frame (we tested the door before assembly; it swung and latched fine. However, once held “straight,” there is not room for the bent pieces to flex enough to work.) Also, the bars don’t line up with the latching mechanism. Finally, the ad says (in three places) that there is a divider, but there was not one in our box. Chatting with a Chewy rep, I asked to be sent a replacement panel for the one broken side preventing us from using the crate as intended. I was told this could not be done (which, I get, in theory. But why pay to ship a whole crate here and back when we only need one piece?) I was offered ONLY two options: 1. Spend another $216 to buy another crate and eventually get a refund or 2. Request a replacement BOTH of these options, I was told, could be completed ONLY AFTER I disassemble, rebox, and return the entire crate we had just finally put together. Other than repeatedly saying that they understood I was frustrated, there was no consideration for: - the time and energy I had already spent assembling the crate OR - the time and energy I would have to spend disassembling the crate OR - the week I had already spent waiting for the crate to arrive OR - the MONTH (at least) I would spend with a puppy but no crate because I would have to wait 5-7 days for the box (which I had to specifically ask how I would get one before they said they could send me a new one) to arrive, then rebox the crate, then notify Fex ex it was ready to be picked up, likely wait 1-2 days for them to pick it up, wait 5-7 days for the box to get back to Chewy, wait god knows how long for the replacement to be processed, wait 5-7 days for the replacement to ship out, cross my fingers that the replacement wasn’t also broken, and finally assemble another 32 cubic feet of crate. OR - if I bought a second $216 crate, the week IT would take to arrive, AND cross my fingers that the replacement wasn’t also broken, AND finally assemble another 32 cubic feet of crate. OR - the fact that Chewy sold me something someone else had obviously returned without even checking to see if it was in a condition to resell and/or if all the parts were still there. ***I was notified two days later that they can not, in fact, send me a box to return the crate in, but I am welcome to buy one from Fed Ex!*** It is NOT MY FAULT that Chewy failed to verify that the previously returned item was not damaged. It is NOT MY FAULT that Chewy failed to confirm that all the pieces were in the box before reselling it. It is NOT MY FAULT that the crate is bent so badly that it doesn’t work properly. But Chewy apparently thinks it should be ENTIRELY MY RESPONSIBILITY to do all the work (multiple times,) be out twice the cost of the product, buy a replacement box, be without the product I paid for, and/or eat the loss entirely. I did not ask for a free crate. I did not ask for a discount on my crate. I did not ask for a credit. I did not even ask them to provide me with the missing divider. I ONLY asked them to replace the one panel, which was so broken it rendered the entire crate non-functional! I do not find this to be acceptable customer service. So, we suspended our subscriptions and sent in a review of the crate, including our opinion of Chewy’s service. That review is “under review” (and has been for four days as of 05/08/23.) We will see if they actually care or not. In the meantime, if you get a large or bulky item that appears damaged in any way, send it back immediately. Don’t try to work with it, or you might be stuck with it.”

Helpful Report

Posted 1 year ago

“I have had Chewy Autoship for the last 5 years and it has been hit and miss. They always seem expensive. This last week I ordered canned science diet dog food for my dog that is nursing. I ordered it on Monday. I received an email saying I would get it on Thursday and it still has not arrived. I have since had to buy food from Petco. I think it is time to cancel this unreliable company.”

Helpful Report

Posted 1 year ago

“Three times in a row they left package (each was one case of cat food and one small bag of litter) downstairs in my building lobby when the label clearly says deliver to door. There is also a sign in my lobby saying all packages must be delivered to door. I've told Chewy about this several times (they deliver with FedEx) same thing happens. Chewy does nothing about this but FedEx does the same thing over and over. Horrible customer service. I can't lift anything over 5 pounds.”

Helpful Report

Posted 1 year ago

“I cannot stress how impressed I am with Chewy as a company. The night after we had to let Jacob go, we got notice that a box of his stuff was about to ship which wasn't a fun email to get at that time. At 3 am we were able to call and speak to an apologetic rep about having it cancelled, and to have all notifications stopped to avoid further pain. That was incredibly awesome, but it was a few days later that really blew me away. We had to pick up Jacob's ashes yesterday, and when we got home there was a bouquet of flowers on our front doorstep. It was from Chewy, with a condolence note on the passing of our little guy. I know it's probably just a standard thing for them to do as a company, but it's one of the most generous things I've ever seen a company do for someone who's told them of a loss. You expect a condolence email or maybe a card, but a vase of flowers was incredibly surprising, and very welcomed. It's stuff like that that really brings some comfort to a family that needs it, and I will forever recommend them to anyone who has pets. I'm truly grateful for their help and going above and beyond with their customers. Thank you from our family.”

Helpful Report

Posted 1 year ago

“Pet owners w/ animals needing thyro tabs: don't get them from your vet. They can't even compete w/ Chewy and they will do everything possible not to have you fill through them. I've experienced this with many vets. Why? Because Chew only charges .06/pill. The two vets that I've had wanted between .27 and .46/pill. That's ridiculous and the reason they drive their convertible BMW's in the parking lots. Thank you Chewy for making owning a pet, affordable. I love that you watch out for the furry baby parents!”

Helpful Report

Posted 1 year ago

“I ordered a wheelchair for my handicapped pet, the first one got sent back for some bogus reason. I talked to customer service, and she assured me that it would be reordered and sent. Never ordered or refunded. Third time waiting and waiting it's been almost a month and still no wheelchair. Called customer service and guess what? No Wheelchair and being told that I was refunded. No call or notification so I can order from someone else. It not a bone, it a wheelchair that I badly need. Chewy will never get my business again.”

Helpful Report

Posted 1 year ago

“Recently I had to cancel an autoship for my cat that had passed away. Within a week, I had a beautiful bouquet of flowers delivered to my home with a heart touching message. I was so touched that Chewy.com took the time to send these flowers to me expressing their sadness in the loss of my beloved pet. I was amazed that any company would take the time to do such a kind thing; and though I thought customer service was a thing of the past, Chewy.com proved me wrong, with the best and kindest customer service ever. I am so impressed, Chewy.com customer service is EXCELLENT, AND SUPERIOR to anyone I have done business with. I cannot express how much this meant to our family.”

Helpful Report

Posted 1 year ago

“I had ordered a case of prescription cat food for my cat, Jebadiah, because he was very sick. I did the auto delivery for another case. Sadly, after Vet, urgent care, hospital & $5,000.00 spent, my wonderful furry companion died of cancer. I had canceled my order for the auto-ship but the case was shipped anyway. When I called chewy, a lovely young lady answered (I think her name was Denne) & told me to donate the case to a shelter. She then was so sweet to give me condolences for my loss. To my surprise, a few days later I received flowers & a condolence card from her & chewy. I was amazed and very touched. Thank you Denne & chewy. So appreciated the human touch.”

Chewy.com 5 star review on 19th April 2023

Helpful Report

Posted 1 year ago

“Chewy used to be a good place to order pet food and supplies from. However, within the past year or so, it has gone downhill drastically! Items are always out of stock, they send expired and spoiled food, the coupons advertised never work, false claims, etc. Plus shipping takes a week now and no longer the 2-3 days as they say. Be advised to stay away from this company!”

Helpful Report

Posted 1 year ago

“I’ve been a monthly autoship customer for several years since they first started. They tried to haggle down a promo by offering half of the credit. Once a rep said she was refunding only a partial for crushed cans of cat food instead of exchanging the whole package. I didn’t know reps could make their own rules and nickle and dime crushed packages. They offer false marketing promos. For a $10 credit, they lost a customer because of their deceptive flea market haggling tactics.”

Helpful Report

Posted 1 year ago

“I recently had a bad experience not with Chewy but with the shipper. Before calling FedEx I called Chewy to report the problem. As always my call was answered by a human being, this time Adonis. He was polite, helpful and compassionate. His service was so excellent that I asked to speak to his supervisor, Claire. She made me feel valued and validated, all with an upbeat professional but friendly style. I’ve been a Chewy customer for almost six years and they have more than earned my loyalty. Thank you Chewy.”

Helpful Report

Posted 1 year ago

“They absolute only reason I am giving them one star is because I don't have the choice of zero. I just found out that they are open and make their employees work on Easter Sunday. I have to wonder the morals, the character, and the lack of integrity this company puts forth. I have zero respect for this company and would never even consider continuing to shop there. I will equally tell everyone that I know. What a very very poor way to do business.”

Helpful Report

Posted 1 year ago

“Through the years, I have always received the best customer care from chewy but no words can express my gratitude to this company then today upon notifying them that my dog passed away and I needed to stop my auto ship medication, I received the most beautiful sympathy bouquet of flowers with a hand written note. This is above and beyond anything you’d find anywhere else.”

Chewy.com 5 star review on 8th March 2023

Helpful Report

Posted 1 year ago

“My baby recently passed and I contacted Chewy to see if I could be refunded for unused, unopened bottles of medicine. The customer service rep (Laura) was very helpful in getting me a full refund in no time. Two days later there was a knock at my door and there on my doorstep was a beautiful flower arrangement with a very touching card from Chewy expressing there condolences for the passing of my baby. Where else do you see such personal touches from a company as large as Chewy? Thank you Chewy! I will always recommend you to others for all there pet needs. And thank you for your condolences!”

Chewy.com 5 star review on 1st March 2023

Helpful Report

Posted 1 year ago

“OMG!!! Chewy went waayyy above and beyond our expectations!!!! We are customers for life!! We had automatic orders for our cat food and then our kitty passed away. Veron at Chewy not only refunded our cost for the food but also let us donate the food to an animal shelter. Then, on top of that, Chewy delivered a bouquet of sympathy flowers for our kitty who passed! I was in tears. That meant so much to us and touched our hearts. Thank you Chewy from the bottom of our hearts!!!”

Helpful Report

Posted 1 year ago

“This was my first and last order from Chewy! I am pet sitting for two months, the owner was ordering canned food for the pet and I was ready to order canned dog food, the suggestion was why don't we order it all hand have it shipped together. OK Well the order arrived, well packaged, inner cartons were shrink wrapped inside the shipping box. Opened the individual cartons, (dog food 12 cans each-cat food 24 cans each). One of every three cans were bent, not just a ding literally bent in, this could not have happened in shipment, the cans could not move. cans were probably received for "bent & dent" store. Out side box had no damage, hand carried to my door by Fed X driver. All my future orders will come from Wal Mart online, never had a dented can, cheaper, and free delivery”

Helpful Report

Posted 1 year ago

“I love you chewy. I will never get my dog food anywhere else. You have been so patient and helpful with my spoiled shih tzu. Best Company out there!”

Chewy.com 5 star review on 19th February 2023

Helpful Report

Posted 1 year ago

“on February 03,2023 I had my vet send out an order for our dog to them for a prescription. I have not received a call, email, text, smoke signal or anything from them to notify me that the prescription was being denied. I called to ask a status of the scrip and I was told by the customer service agent that it was denied from failure to reach the Vet. They placed me through to the Pharmacy Tech who told me that they have not gotten ahold of the vet and that was the reason why it was denied. They then placed me on hold and called the vet to confirm that the script was good. 11 days I had to follow up with them to get this resolved. The pharmacy tech (Bree) the rudest tech, she would not answer any questions on why my order was cancelled, why they did not contact the vet etc. I asked to speak to a supervisor and was told that she does not have a supervisor that she reports too. Every time i spoke she would speak over me; I would tell her that i was trying to talk and she would continue to over speak to me ignoring any questions that I would have. She finally patched me through to a supervisor (Tiara) who explained to me that my order was received on 2/3, and they need to a hear a voice to confirm, which my order was not touched until 2/8. (5DAYS)!!!!! She was alarmed by this and said this should never happened, it should have been completed in 24-48 hours after they received. They never called my vet to get this confirmed and they closed my order. I had to finally get the supervisor to answer my questions, and get this order placed.”

Helpful Report

Posted 1 year ago

Chewy.com is rated 3.7 based on 577 reviews