ChewyReviews 1,100

I ordered a shoulder sling carrier for my pup! I tracked that order & for 3 successive days it said my order was out for delivery! Aug 24-26 2022! NOTHING ARRIVED! I spoke to customer service & they saw that discrepancy! They placed another order for me with the arrival date of Aug 26 2022! If my order does not arrive again I will request my money back & never deal with Chewy again! The review is subject to change if my revised order arrives on schedule!

I have been a chewy customer for over 15 years and the company in general is terrific and stand by their products. The two issues I now have is that they have started selling products specifically dog treats made in China and when you make a purchase online it not obvious where the product is made it's hidden behind so many clicks I got fingerites. Also they had a problem with Apple Pay and told me it was apple fault which it turned out not to be so as long as you don't have to interact with some of their incompetent customer service folks you should be fine and stay away from those Chinese treats people have short term memories they have killed thousands of dogs.

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)

I called to cancel the cat litter subscription. When I told her that our cat had passed away…. The person I talked to was very nice and empathetic. Then, a few days later, I received a bouquet of fresh flowers in the mail from them! This seems above and beyond kind.

No military discounts. Customer service is crap. The lady I spoke with said to send her the coupon, which I did. Then after all that work of digging for a coupon she said I have to mail it. I don't have a printer, a stamp, an envelope, or a car to get to the post office. Good customer service does not exist here at this company.

Deliveries of my pup's prescription dog food and treats were always on time. The customer service folks I spoke with on the phone over the years could not have been nicer or more helpful.
My beloved little pup, Angus passed away a week ago. I had recently received his Chewy.com order of prescription food and treats, but never opened the box. Not only did Chewy.com say they would gladly issue me refund, but said to I could donate that delivery to our vet's office (which I did). This afternoon I received a lovely bouquet of flowers accompanied by a heartfelt sympathy note from the Folks at Chewy.com in memory of my dearest little Angus. Chewy.com's kindness and thoughtfulness at this sad and difficult time has been above and beyond. I can not thank them enough.

Let me just give a warm shout out to Chewy for supporting during this sad time from having to put my fur baby down in August 2022. They refunded my purchase I made that same month and told me to keep the unused products. Then as a bonus they sent flowers to my home. I will never forget what that meant for me. I'm a Chewy customer for life

Infuriated! I have been getting prescription cat food for my kitty for at least 7 years. For some reason, even though I have unlimited refills from my vet, they recently said my vet had not recognized my account, and denied it. After a lengthy conversation, they realized they had the wrong vet on record. Baffling since it had been the same vet FOREVER! The rep was helpful and said all was fixed. A few days later I get a message that my prescription order (subscription) was canceled. What? Already late and now I have to go through this again! I am beyond angry. I am very concerned for my pet's health. Clearly not a concern for this company!

This company goes above and beyond for their customers. I have had times where something with my order was off or missing and with one call or email they immediately fixed the problem. They are so caring when it comes to pet losses, more than any regular retailer would be. I love that they ask for any extras go to shelters to help other animals vs returning things to them that may not be able to be used for resale. When I get a pet again, they will continue to be my go to for all of my needs.

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.

I tried to add an AutoShip item which was a 40 some pound bag of dog food. I didn't realize that it would add right into my other auto ships and so when I ordered it they ended up shipping all of my auto ships at once. If that wasn't enough given it was an extra hundred dollars I didn't think I was spending today, They put two flats of canned dog food plus this 45 pound bag of dog food in one box left it on my sidewalk outside my front gate for me to try to drag in. There's no way I could lift that box. I had to call someone to come because it also blocked my gate causing a fire hazard because I couldn't get out the front of the house. There is so much lack of common sense to unpack in this. We are just home consumers. I certainly don't have some sort of handtruck to take a 70+ pound box into my house. Even my neighbor who happened by who is 6 foot four pretty sturdy looking dude can pick that thing up and pack it without nearly busting a gut. Bad bad bad chewy.

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.

Absolutely garbage customer service. I was patient and kind until now. I ordered over a week ago with no explanation why my order had not shipped out yet I called. They said some kind of red flag happened. OK why wouldn't someone contact me. Days later still not shipped. Get an email that I need to call. I did. Fixed it again. 2 days later I received email that chewy canceled my order. I called with confusion and they had no explanation to why. I asked to speak to a manager and was left on hold for ever. I will never order though chewy again.

Do NOT buy their toys! Made in China. My dog almost DIED after playing with rope toy. $10,000 surgery! The company did NOT care!

We have been Chewy customers for many years. Recently, one of our dear dogs passed away. We had unopened food and treat products we had purchased from Chewy. I called the Chewy 800#. Firstly, I was amazed that a person answered the phone without having to go through a phone tree. When I told the Chewy representative about the loss of our dog and the leftover food, not only did Chewy representative refund the purchase price, the rep told me that I did not have to return the food but should donate it to a local pet shelter (which I did). WAIT IT GETS BETTER... a couple of days later my wife and I received fresh cut, yellow roses with a sympathy card from Chewy! We still have a dog and two cats. We will NEVER buy pet food or supplies from anywhere else!

I was on auto delivery with Chewy. My next order came a month after my pet had passed. I called them to see how to return the product and of course I was crying and told the customer service agent my pet had passed. She was wonderful and kind. I thought what a company. The next Day I came home to a flower arrangement and card. They are 100% the best company. Thank you Chewy for your kindness.

This company and their customer service reps are amazing. Not only do they have a wide range of excellent products and deliver on schedule, but their customer service is beyond anything I have ever experience. I had to stop auto ship because we had to put our old dog down. When I told the customer service representative the reason for stopping it, she expressed genuine sympathy that deeply touched my heart. Kind words are always appreciated. However, they are especially needed when one has to say "goodbye" to a beloved pet. Thank you Chewy for your excellent service and for choosing efficient compassionate reps. Service, Dogs, kitties, and people are certainly your business. You have won mine for a long time!
Thank you,
Mary Bowie

Refused to auto ship then decided to ship medication 6 months later and refused any assistance or re

Thanks to the caring pharmacists, and Techs at Chewys... our dog is alive today and doing well! Nikki had a bad bacterial UTI with a lot of blood in her urine, that a bad vet let get out of hand, wrote an RX that only they could fill in our area, and was going to charge us $286 for the RX! After I paid the $15 fee for the vet to actually write the prescription (ridiculous), we took it to CVS (which btw they did EVERYTHING possible to get it filled but was unable to). We found the RX on Chewys for a third of the price! Brandi at Chewys did everything within her power, along with the tech to ensure that they connected with CVS to transfer the RX. Then when Brandi finally got the RX, she rushed to fill it and send the RX out. We got it 3 days later... and started our very sick dog on the RX. A week later, Nikki is running, throwing her toys in the air, and smiling again! Nikki loves her friends at Chewys, who cared about her and got her well! WE LOVE YOU BRAND AND TECH FRIENDS!

I never write a review, but in this circumstance, chewy.com has a security issue and they have choose to do nothing about it. Someone was making illegal purchase with my credit card using the account I had opened up a year ago with chewy.com. This indicates made over 5 payments with my credit card and I immediately called my credit card company and even reached out to the company. Customer service did nothing they referred me to a supervisor that didn't answer the phone and after a week have not bothered to answer any of my emails about the security breach. Your information is not safe with chewy.com and I do not recommend making purchases through this company.