Chewy.com Reviews

Name: Chewy.com
Rating: 3.70

3.7 Rating 639 Reviews

66 %

of reviewers recommend Chewy.com

Company Reviews

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Metrics

3.7

Based on 639 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

Filter: Rated 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I have repeatedly asked them to deliver my orders to my FRONT door...how hard is that? BUT NOPE...they continually drop them off at my GARAGE door which for me as a senior citizen is harder to go to and pick up the most often HEAVY box and carry it TO my front door! THESE young people are always in a hurry and just do not CARE to follow directions CLEARLY on the label. ALSO whomever packs the box AT CHEWY is lazy because the inside boxes are always SPILLED out and a mess! LAZINESS is a sign of a POORLY run COMPANY. BECAUSE Chewy is so BIG, THEY no LONGER CARE about GOOD quality CUSTOMER SERVICE. They are too BIG for their BRITCHES. I love Petco except for one thing, they do not include an invoice sheet or I would use them always. Carol D.”

Helpful Report

Posted 5 months ago

“I've been a Chewy customer for most of the 15 years of my dog's life. I love the convenience and the wide product selection. But I will no longer shop with Chewy because they employ deceptive marketing. I frequently get coupons from them both electronically and in the mail. Whenever I try to use the coupons, I get an error message that my coupon is not valid. I started reading the very small fine print and discovered that while the coupon says 20% OFF in big bold letters, the fine print says it's only good on a very limited number of products. The birthday card my dog got had print so small I needed a magnifying glass to read it only to discover it was only good on particular products that were quite hard to locate on Chewy. The worst are the 20% off coupons that come in every order I receive but are only good for new customers! I've had it. Either send coupons that don't play games or don't send coupons at all. The current approach makes just makes me angry. PETCO here I come.”

Helpful Report

Posted 9 months ago

“Ordered live feeder bugs for my reptiles. The shipped FedEx. Waited all day, while my bugs were in a 90° truck all day. Waited until after 8 pm and chewy says it's on its way. FedEx says at a early convenience. Dubiaroaches here I come. You lost a customer.”

Helpful Report

Posted 10 months ago

“I have been a loyal customer for many years, spending $200 - $300 a month. I'm done. I cancelled an autoship within the timeline. I received an affirmed cancellation notice via email. I called to confirm. They charged me anyway. When I saw it was Pending at my bank, and not shipped, I called. I was told by two different reps in two separate phone calls that if was cancelled and I would be refunded. Nothing. I called again, that rep said they would reverse the partial shipment that had gone out with FedEx, and cancel the other half that was still in the warehouse. Okay. I looked online, they charged me for dog food that was out of stock and not even in the shipment ($58). I called again. That rep said there were no notes of any conversation or cancellations. I deleted my payment from their website. I will use this shipment that no one cancelled to transition from American Journey, their store brand, to another and never order from Chewy again. They've gone from being great to deceptive thieves. I'm done. BTW - you can remove the payment forms and autoship but you can never delete your account. I will now need to contact my bank and have them issue a new debit card with a new number to prevent Chewy from once again going rogue. So disappointed! I raved about this company to everyone for many, many years. Greed, that's what destroys companies. I assume they think this stunt was worth $230, which caused the loss of more than $2k annually in my purchases. The only reason I'm giving 2 stars is because of what they used to be.”

Helpful Report

Posted 10 months ago

“I cancelled my Chewy account after short term business dealings because FedX wouldn't deliver directly to my front door. They left it wide open on the ground in front of my garage. I guess FedX hasn't heard of package stealing.On the first WRONG delivery, I called Chewy to lodge a complaint. They said they noted it on my account and there shouldn't be any more problems. The last delivery (two was ago) STILL at the front of my garage in the pouring rain (box was soaked, hard to handle a wet 30 lbs). SO, PROBLEM SOLVED.”

Helpful Report

Posted 1 year ago

“Have been a customer for many years. Of lately the autoship processes have changed. No matter what you change the date to they are going to charge your account 2 days ahead of time and send you order two days ahead of time. They need to honor the date. I just called in to talk to customer service and it sounded like I was speaking to somebody on drugs.”

Helpful Report

Posted 1 year ago

“Goodyear Warehouse is nearby and we always get next day delivery but prior it was also horrible with FedEx leaving packages of Prescription food or 48cans of 13.7oz in walkway or side it was horrible delivery. It happened for 6 months no one doing anything to help. Finally a supervisor did what I asked to contact supervisor in the dispatch of Fedex driver and report him. Finally he was Fired! But now I order my continued AUTOSHIP and look how lame Chewy has permitted my expensive Prescription Dry food to leave Goodyear Az. which is nearby they let FedEx take the package all the way to California in this barbaric HEAT 116degrees and more in the Desert the truck is carrying the Dog Food for 5-6 days for just to return to Arizona!! How stupid can that be? Yes I said stupid ignorant too! I even offered to drive to Warehouse to pick it up for replacement and the woman employee mistreated me. Other’s were alright but never followed thru to call. I said watch food arrive even later by Friday 4th and she said no way that won’t happen! WELL IT HAPPENED no food no delivery and why would I accept it now? It’s overcooked ruined from the excessive HEAT how lame to go to California just to let the food’s to sit in Hot FedEx Truck and to head back to Arizona to finally deliver it!!!? No apology no phone call! The Vet said not to open bag if arrives. I always give excellent reviews for all Employees always. Immediate I do so to supervisor they appreciate it. But now it’s mute point! Had to drive over an hour to locate a prescription food for the dogs and in a body cast!”

Helpful Report

Posted 1 year ago

“Ordered delivered to incorrect address, customer service rep Malicka could offer nothing except to go look for the package. Picture supplied by Fed Ex nowhere near my home.”

Helpful Report

Posted 1 year ago

“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 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

“I've been ordering for a number of years. Shipping is incompetent. Every time I order 20 lb bags of birdseed or 30 lb bags of dog food you pack with my smaller items, Things are smashed, especially biscuits. It's just plan stupidity. I have to call after every order and nothing ever changes. This time I called as soon as I placed the order which didn't make any difference. This really isn't worth the aggravation anymore.”

Helpful Report

Posted 2 years ago

“I don't understand why my purchases are delivered separately my dogs look forward to getting a toy in the box with there food when it's delivered now for some reason the food arrives first and 4 days later there toys arrive why is that this has happened last two orders”

Helpful Report

Posted 3 years ago

“Was on auto ship updated a card to be my primary card then auto ship order got canceled meanwhile I'm thinking it's on it's way and waiting for my animal's food.”

Helpful Report

Posted 3 years ago

“Over the years I've been using Chewy, the service has gone WAY down...They say 1-3 days shipping, I have recently been barely getting it on the last day, or God forbid there is a cloud in the sky, & it's delayed again. If they are out of stock, they will let you know the day it's to arrive. They really should reevaluate the customer service. My kitties are starving”

Helpful Report

Posted 3 years ago

“Order PERISHABLE food on 01 14, delivered 01 22. Open leaking box, open bag, stained defrosted carton after 3 delays. Get their act together or go broke.”

Helpful Report

Posted 3 years ago

“I really enjoy using Chewy for several years but I the shipping time is ridiculous cause they use FedEx. No way have I ever gotten a 2 business day delivery because FedEx always delays the packages for over a week to 2 weeks or longer. I nor my pets cant wait this long for food shipments so I have to use Amazon until Chewy wakes up and uses a reliable delivery courier or give us options to refuse shipping thru FedEx. Dont believe the shipping lies youll be waiting forever watching Fedex send your packages back and forth across the USA just passing right on by your state with no delivey date in site.”

Helpful Report

Posted 3 years ago

“Buyer beware when making purchases on Chewy. I found out for the first time today that Chewy puts a full order hold on your debit/credit card and then charges you the actual amount once the product has shipped and places another hold. So, my $250 item put a hold on my bank account in the amount of $500 and it takes a few days for the hold to be released. So, unless you are prepared to be double charged for a few days - buyer beware - especially on large orders!”

Helpful Report

Posted 3 years ago

“My dog can only eat prescription dog food and she’s on automatic shipment and they have failed to notify me for three days now that they don’t have any in stock for another three days. Instead they sent me an email telling me her prescription is expired which it is not & has been verified on 3 occasions for the entire year. My guess is they do this to bide time and apparently try to put it on the customer. Interestingly, they have charged my account already for food that isnt even in their warehouse for another 3 days. Once, or even twice is understandable, but 3x now without any notice .. not good.”

Helpful Report

Posted 3 years ago

Chewy.com is rated 3.7 based on 639 reviews