ChewyReviews 1,100

It's taken me almost 2 years to get things right with Chewy and my pet's prescription. Customer reps are always apologetic but just can't seem to get things right. I've been double charged for the same prescription and had to call several times to get the charges reversed.
Also they can't seem to get an order correct. I get 150 pills for a 5 month supply yet they had me on a 4 week auto ship. Which they charged for.
Very frustrating dealing with the sweet but confused reps.
Also be careful if you change vets. It took 3 phone calls and 1 1/2 yrs to get that change made.
The best they offer to make things right is free shipping on your next order.
Be very careful doing business with chewy and watch your credit card charges with them. Just very frustrating.

I am a long-time Chewy customer and have always had very thoughtful, nice customer service. This week my beloved dog died. When calling to cancel our automatic food delivery, I mentioned that I would donate our unopened dog food. The representative insisted that Chewy would refund the order. I thought this was exceptionally nice, but I was unprepared for what came next. Two days later, along came flowers with a card that touched me with its heartfelt, kind words of sympathy and support. This is a company like no other I know.

I love ordering everything from Chewy because of their quality products, competitive pricing & excellent deals, accurate filling of my orders, super easy to navigate website, fast & considerate shipping & delivery, and their incredible Customer Service!
Shout out to Renee W. In customer service for your quick response and immediate resolution to my issue regarding a smaller, more fragile item which arrived damaged due to being packed loosely with a large, bulky, heavy item. Not only was my complaint forwarded on to the appropriate department to investigate & stop any future packing problems at the source... but Renee also had a new replacement for the fragile item sent out free of charge which arrived the next day... AND all of this was initiated before Renee's response to my email which I received in less than 5 minutes after I hit send! You Rock, Renee!
Thank you ALL for making Chewy the BEST!

Chewy.com is probably the best run company in the world. They go above and beyond in terms of customer service and are my go to for pet food and toys. I recently had to return my last order of prescription food for my cat because after surgery the vet changed his food. I wrote an email to Chewy letting them know what had happened. They not only gave me a full credit once I returned all the food. They also sent me a nice card and small gift saying sorry to hear what happened to your pet and best wishes for a full recovery. Like I said in the beginning above and beyond in kindness goes a long way with your customers. Thank you!

This site suck balls, I placed in order then all of a sudden they canceled my order and didn't tell me until today when I found out now they won't give my stuff I order from this stupid people that run this site. # tag don't buy from here.

I notified them that my pet passed and they reimbursed me for the last auto ship & said to donate the food etc to a shelter. Then they also sent me flowers! I've never experienced such kind and wonderful customer service in my life! They are the BEST!

For over a year and a half, my two dog's prescriptions for carprofen have been entered in the system. The prescription is for two tablets per dog per day. 90 day prescription is 180 tablets. The prescription that was entered was for two caplets. When I go online to order I have to select the prescription and then set it to 90 refills. Asinine. Dara, the CSM argued that that was the way it was supposed to be. When I tried to show how illogical it is she talked over me, interrupting and insisting that I had to order 90 refills. I tried to just reorder what I had called your customer service about last time and they fixed it online. I almost submitted an order for 4 tablets where the shipping is outrageously more that the 4 pills. Luckily, I didn't hit submit but calling your customer service is absolutely frustrating and demeaning. I canceled my order and although it is slightly higher, will go elsewhere for medications for my 6 pups. Terrible customer service for two years. Unresolved by your CS staff.

Though their customer service is friendly and prompt, dealing with Chewy whenever there is a stocking issue, payment change, etc is an enormous, unnecessary headache. There's no excuse to tie up additional charges, however temporary, on a customer's account when exchanges (or simply the exact purchase, applied at a later date) or store credit could be used as an alternative option in the way that many retailers offer; particularly when it is a result of inconveniences that, though understandable, are in no way the fault of the customer. It's happened twice to me under similar circumstances where Chewy insisted on cancelling orders and issuing refunds, despite seeming as though they were giving me the option, instead of just holding the order until the item is in stock, exchanging it, etc. It's a really a poor way of passing the buck and I'm over it.

Ordered an Rx dog food. Sent the Rx in, they refused to fill it and canceled the order. They called me to tell me it was canceled. When I inquired as to why, no one could answer my question and the customer services agent stated "One of the things I hate about working here is we can't connect you with that department to give you an answer." How does this company operate this way? Multiple phones calls, no one can tell me why the order was canceled and they refused to process it, yet no one can give me a reason why. I contacted my vet and they stated they were not connected by Chewy. I will take my business elsewhere. Chewy senior leadership, please look into the lack of communication between departments and the poor customer service experienced by long time customers.

Chewy.com goes above and beyond. I have several fur babies and I am a frequent Chewy customer and I can say with all seriousness that Chewy.com has the best customer service that I have ever experienced. With free shipping, my products almost always arrive the NEXT DAY. When something doesn't work out (mistakes on my part, one of my pups has several allergies) they ALWAYS refund me and mention that they'd love to see the treats donated or given to another pet. Victor M. Helped me recently and was amazing but I have never had a single issue with Chewy. I'm not one to write reviews but wow, I'm just so happy that I've found such an awesome place to order all of my pet supplies!

Chewy delivers so quickly that it seems to defy reality. Also they don't charge for shipping when I order more than $50 of stuff. That amazes me because my order can end up weighing 30lbs. The only issue I had was when I ordered a spray bottle with something heavy and the bottle was crushed because they were packed together.

Thank you I never thought a company like Chewy cared about people like family thank you so much for the flowers

I ordered 2 Seresto cat collars on 8/28/22. I received them on 8/30/22. On 9/7/22 I woke up to see one of the collars on the ground and when I picked it up to inspect it I noticed it had been chewed through and was not going to be able to be placed back on my cat. It's the first time I've purchased Seresto's and I am going to guess I might not have had the collar tight enough even though I thought it was tight enough, which resulted in my cat chewing it off. I sent an email to Chewy explaining my situation and within a few minutes I had gotten an email that a new replacement collar was on its way free of charge.

I've been ordering prescription cat food from Chewy for over a year. I placed a recent order, and didn't hear anything for a few days so I emailed Chewy customer service who said my vet has not responded to the "fax request" they sent. And that I should call my vet to follow up. Why wouldn't Chewy's customer service call the vet to follow up? It's not my job to do their job for them. Unfortunately this is the second poor customer experience I've had with them.

Logged into and completed the form to order the medications they said they would contact the vet to get the prescriptions. Sent email saying it was being processed, days later got another email saying it had been canceled and to contact them. Called and they said that they weren't sure why it was canceled but would "escalate" the issue, never heard back from them called again and they said that it may have been an address issue and told me they would re-order. Next day got another email saying it was canceled and that I would have to go back to my vet get the prescription and mail it to them and they told me to order it priority mail which would cost $8 but they would refund me. Told them to just cancel the order again and refund my money which I had already paid for when I completed the order the first time. Not worth the aggravation and will not use this company again. They will not accept a scanned copy so I'll just stop by the Pet's Smart on my way home and pick up the medications. It was only for Heartgard so I'm not sure what all the fuss is about, it's not like I'm trying to order Elephant tranquillizers.

They knew, sent it anyway. The refund sometimes, just isn't enough. Chewy absolutely knew of the damage. It was also 3 days late. They refuse to dump Fed Ex. Until they do, reviews will keep coming. UPDATE: Automated emails requesting we place an order. Hell will freeze over. I'm buying local after the crap they pulled.

Chewy/Fedex have failed to deliver my packages on time on several occasions now. My deliveries are time sensitive. I receive emails telling me I will receive my package on set day, then an email(s) will come through saying, Oh so sorry, package damaged, we are running late, same old lame excuses. I even call customer service and same old SSDD excuses. The warehouse I receive my order from is 4.5 hours away and this is not rocket science. If Fed Ex can't get it together, then find a carrier that can. You give your word and then renege, which qualifies both of you as liars. I will never refer anyone to you again. 1-800- Pet Meds, AlliVet, Doctors Foster and Smith are others that can be used along with local pet stores and they deliver or do curbside as well. VERY POOR BUSINESS FORM, VERY POOR.

Chewy Pharmacy has terrible customer service and the people you talk to have NO experience with pet medicine. They are simply an answering service. They sent me the wrong medicine with the wrong instructions and my dog died within 1 week of giving him the medicine as prescribed. When discussing this with chewy, they told me this is a risk you take with mail order and the most they could offer me was the value of the animal if I was to buy another dog of same breed today. No other remedy was offered. I currently have a civil suit and reported them to the state board of Pharmacy. I spoke to several vets who stated they hate and do not trust this company. I will be using Petmeds.com in the future. Chewy has been so dismally disappointing, petsmart has already parted ways with them. They will be out of business soon most likely, probably sell out to Amazon

I thought that this was going to be great. However I have to give it a one star. I am disabled when I originally ordered from them they were not delivering to my door and I was not able to get the delivery to my house. I contacted them and they told me they would request the driver correctly delivered where it was supposed to go. However that has yet happened. I stopped ordering for a while and then thought I'd give it another go. Yet again another disappointment delivery that I had to find somebody bring it to my house because they are not delivering to the door. They should definitely not advertise that they deliver to your door for your pet needs when they do not. Think before you buy from them

I placed an order with Chewy and then it canceled. I called customer service and order was made. Order canceled 3 more times. Customer service was contacted each time. Was finally told that this happened because my billing address was different than my shipping address. My billing address is my office (12 years) and my shipping address is my home. I was assured that I would be called by the escalation department but no call! This has been over 10 days. Further, I have no problem with QVC, Amazon and 4 other companies I order from to get things sent to my home with my billing address at my office. Very unprofessional that I can't receive a call and resolve this issue.