Chewy.com Reviews

Name: Chewy.com
Rating: 3.70

3.7 Rating 597 Reviews

66 %

of reviewers recommend Chewy.com

Company Reviews

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Metrics

3.7

Based on 597 reviews

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

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Phone:

800-67-CHEWY (672-4399)

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Anonymous

Anonymous // 01/01/2019

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“I have been a Chewy customer for many years. Always happy with them until this past year. The withdrew the money for my autoship 5 days prior to when they were supposed to resulting in overdraft charges to my account last month. This month my order was to be delivered Friday Sept. 23. I tracked it and found that it won't be delivered until the 28th. When I called they told mo to go to the store and buy more pet food to get buy until the Chewy order is delivered. Problem is, they have my money. I don't have the money for more pet food nor to drive the 90 miles to get it. I have canceled my autoship. Chewy is no longer reliable.”

Helpful Report

Posted 2 years ago

“I had hoped to be a "customer for life". I don't know what is going on at chewy but they're going downhill quickly. I've been a customer since 2017 and have intentionally made all my pet purchases through chewy. They were a good company and I wanted to support them. but lately customer service is not what it was. And what's up with all the "bundles"??! I can no longer buy the items that I want without purchasing them in a "bundle" along with other items that I don't want. Being forced to buy something I don't need does not save me money. It's lovely to send flowers acknowledging the passing of your customers' pets. But how about listening to the needs and preferences of your customers while their pets are still with us?”

Helpful Report

Posted 2 years ago

“We have ordered multiple prescriptions over the years for our pets. This last prescription has been a pain. They said they would contact the vet. I go to check on the status, and the order has been cancelled. I do a live chat to find out why it was cancelled. They tell me they never heard back from our vet for approval of the meds. I placed another order this morning. Did a live chat about 4 hours later to see if they've gotten approval from the vet. They said not yet. I called my vet to find out if they sent the approval. They let me know the approval was sent earlier in the morning. We'll see if Chewy actually ships the prescription. If not, we'll be ordering her very expensive meds from another company.”

Helpful Report

Posted 2 years ago

“I recently contacted Chewy for a possible defective product. I messaged them on their website, and received an immediate reply to expect an email within a few hours. I received an email not even 2 hours later stating that the product was not on par with their standards, and that they would send a replacement product. I received the replacement product the next day. I have been a customer for many years and this was the first time I contacted them. I AM A CUSTOMER FOR LIFE! I was extremely impressed with their customer service, their prompt response, a lovely email and a quick replacement. This company treats their customers with respect and the upmost care. Thank you team Chewy!”

Helpful Report

Posted 2 years ago

“I’ve been waiting on a refund for two months now. After calling 7 times, 3 supervisors and multiple attempts to process, I still have not received my $156 refund! They keep giving me the run around on why they can’t do it or they say it’s on its way. Save your speech and send my money please!!”

Helpful Report

Posted 2 years ago

“Ordered prescription eyedrops for my poodle. Rather than accept a picture of the prescription, they contact the vet to confirm, a process which "usually takes 1-2 business days". After a week - nothing, I called Chewy. No vet confirmation yet, service rep said. He called the vet while I stayed on the line, came back and told me it was all set. Drops would arrive in 4-5 days. Too long, since I now had nothing to keep the pressure in her eyes manageable, but I decided to trust them. Five more days pass and nothing. I call again. Service rep says THEY HAVEN'T HEARD FROM VET YET. I tell him I've already done this once and my dog is suffering because of this unexplainable delay. Silence. I ask "do you understand what I just said?" With forced patience he says yes, offers no apology or explanation. I cancel the order. Order dog toys from Chewy, but not prescription drugs.”

Helpful Report

Posted 2 years ago

“We've used Chewy's to purchase food and litter for our cats for several years, and their prices are reasonable, ordering is easy, and delivery is fast. What prompted us to write a review is their consideration and response to our notification to them that our last cat passed away this week. They emailed us a very nice sympathy message, told us to donate the food already shipped and refunded our payment. Then yesterday we received a flower arrangement expressing condolences. Definitely a corporation that cares about its customers and pets.”

Helpful Report

Posted 2 years ago

“I know Chewy is owned by a super large corporation but they treat you like it is a small organization or a mom and pop store. I started using Chewy during the pandemic when we were in lock down and haven't stopped. When you call customer service, you actually talk to a live person on the first call. There is always someone on the opposite end who is there to listen and help. When my pet died, they sent me flowers with a personal note which is more than what my veterinarian did. Empathy and customer service go a long way. Keep it up Chewy!”

Helpful Report

Posted 2 years ago

“I use to order my dog’s dog food from Chewy.com. They have an automatic shipping option. I never had to go to pet supply stores or worry about getting low on food. The dog food just showed up. They also had exactly the right size tennis squeaky ball for my dog. When my dog passed away recently the company sent me a bouquet of flowers. Will refer everyone! Love Chewy.com!”

Helpful Report

Posted 2 years ago

“I have been doing business with Chewy for a long time and in my opinion, Chewy has the most exceptional customer service of any company I do business with, hands down ! Time after time they have exceeded my expectations and I can’t say enough about how positive every experience I have had with over the years has been. I wish other large companies would provide service half as well! My hats off to a wonderful company!!”

Helpful Report

Posted 2 years ago

“My daughter and I both used Chewy. My daughter died earlier this year and I called Chewy to close her account. The representative was very kind and understanding. Which was a blessing as I have had a horrible time closing down her accounts. The next day I received a shipment from FTD. It was a beautiful flower arrangement from Chewy with their condolences on my daughter's passing. I have been a Chewy customer for many years and will keep using them for as long as I have pets! Great company!”

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Posted 2 years ago

“Can't say enough good things about chewy never a problem with orders, shipping or returns always very nice to me on the phone customer service such nice people I've been using chewy a long time never an issue ty chewy!!”

Helpful Report

Posted 2 years ago

“How could anyone give Chewy less than a 5 star review? We've been customers for 7+ years and LOVE this company. We've ordered dozens, if not hundreds, of items from them. They have real customer service- like, an actual person picks up when you call and deals with your ask right away, with clear communication. Or same over chat. If there is an issue with an order or you don't like a product, they will often just refund it entirely and ask you to donate the item rather than shipping it back. That's happened 3x to us. How amazing is that? I don't know how they stay in business being so generous to their customers but we are lifelong customers as a result. They almost always have the products we're looking for at prices as good or often better than the local stores. However, we also shop/ support our local pet stores as we like to support them, so try to balance both. Highly recommend Chewy to any pet owner. (I have zero affiliation with the company, just a happy customer)”

Helpful Report

Posted 2 years ago

“Ordered $350.00 of cat food, litter and supplies. Nine days later food has still not arrived.talked to customer service 4 times and got bad information. Have had to go out and buy food twice this week. Plus NO discounts unless I set up a recurring order.”

Helpful Report

Posted 2 years ago

“I had an auto ship for my dogs meds. We changed vets and they cancelled my order. They said a new order had to be made with the new vet. Then they shipped it out twice charging us twice. They said cancelling the order did not cancel the auto ship! What?!?! Refused to accept a return and reimburse me for their mistake”

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Posted 2 years ago

“This is by far the best company selling anything in the United States. A REAL HUMAN ANSWERS THE PHONE, they ship so fast and keep you up to date every step of the way. It is unreal how friendly and efficient they are. Great selection, good sales.”

Helpful Report

Posted 2 years ago

“This is a generous and compassionate company. When our beloved pet passed, chewy refunded our last auto shipment of his supplement and told us to donate what we had left. And then I was stunned later that day when a lovely bouquet of flowers in a glass vase (and a sweet card signed by their employees) arrived at my door - from chewy! That surely encourages the healing after such a loss and I am very appreciative.”

Helpful Report

Posted 2 years ago

“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.”

Helpful Report

Posted 2 years ago

“I tried to order heart guard and for some reason Julie canceled the order without notifying me. So we ordered it re-emailed the prescription the gentleman confirmed he got the prescription and will take care of calling the vet on Monday. So I still don’t have a prescription so I called today and tomorrow said he would call the vet and call me back. Called me back and said read your email which of course I did not get an email from him. So I called back and spoke to a supervisor and he basically told me they don’t except email versions of prescriptions that has to be mailed in. Why on earth would it take me multiple phone calls and I still don’t have a heart guard and I won’t be getting it through Chewy. Thanks for the run around!!!!”

Helpful Report

Posted 2 years ago

“I was ordering all pet supplies on Autoship $200 +/mo. They were shipping all in one box which weighed at least 100 lbs. I asked repeatedly to please ship in two boxes as I could not lift 100 lbs. Did it once, then went back to 1 box. Got tired of calling over and over, so I just empty the box on the porch...real fun in the rain and winter. Also, constantly out of stock on basics, "autoship savings" deal is minuscule, and delivery went from 2 days to whenever. Last straw was when their pharmacist refused to fill a prescription written and confirmed correct by my veterinarian for my ailing / in pain 11 y/o dog, taking over a week without notifying me of any issue, so I called, was told it would ship next day, only to call again and find the pharmacist has decided he knows more than my vet of 35 years experience. His "judgement call" has left my dog suffering, significantly rolled back her progress /well being, and will have to restart this treatment from the beginning (more bucks for me). When I asked his reasoning between the drug my vet prescribed and the one he would fill (which are exactly the same active ingredient) his only reason was one had a preservative and the other not...except the other he was willing to fill costs almost double. The script was written so that the drug would be used before any expiration date would occur. It was complete nonsense. It was pretty clear Chewy cared more about profit than my dog. I canceled all services and went to competitor Pet Flow...same autoship service with a full $10 discount every order, same products but less expensive, same delivery window. Wasn't a tough choice at this point.”

Helpful Report

Posted 2 years ago

Chewy.com is rated 3.7 based on 597 reviews