ChewyReviews 1,100

Changed my address in October, 2023. Place order on Saturday Jan 06. Sunday check my status order and the shipping address was still my old address. I contacted customer service, they said that package hasn't been shipped yet and order would be cancelled. I checked my emails on Sunday night and guess what my package was shipped to the wrong address! I called again spoke a different representative who told that my order will be cancelled, and placed a new order with the correct (that address that should be in their system since since October when it was updated). The old package would be rerouting that I shouldn't get worried, to my surprise I got an email saying that my package would get delivered to the wrong address today!

When did their post I thought was a scam and I made them aware that I thought it was a scam so they told me that it wasn't a scam and that they would like to send me something being that I wasn't one of the ones selected to receive something they asked me what I needed most and I told them Kitty with her mind I gave her my address twice she verified it and that the old address on my site was not my current address although she still sent my stuff to my old address and I never got it when I saw that it was being sent to the wrong address the day of delivery on emails after I got home from the hospital I called the number that says if you have a shipping issue call it and the lady basically said ok Google and it'll take another one to three days okay well what is my cat supposed to do for cat litter and one to three days and why can't you just call the delivery truck and tell them to bring it to the right address it hasn't been left yet they just would rather make everything harder and nothing easier and the people that work there aren't capable of saving the information that they get from you and making sure that stuff goes to the right place they shouldn't work there I shouldn't be this sick trying to deal with this and get it right this is so sad that I have to go through this right now I used to love chewy I don't no more

I have been a loyal customer of Chewy for years now. They are amazing! I have had two times when I needed to return an item--either I bought something that was the wrong size or I bought the wrong food, and both times they refunded me immediately. I didn't even need to return either item! They let me just donate the item (or keep it) and they refunded me anyway! Their customer service is impeccable and I have never, ever, experienced a company so devoted to pets AS WELL AS their customers. I never go on line to leave a review. But, in this case, they deserve my efforts.

Update: I was just randomly charged for $86 from Chewy for an order I never placed. They canceled my previous orders without explanation the past 3 months, but then randomly bill me for an order I did not place? This screams FRAUD.

They have canceled my order the past 3 times for no reason. They refuse to respond to me regarding the orders. If they don't want people to use the auto ship discount, then they need to stop offering them. I have since found a reliable supplier for my pet supplies. But be warned. Just because your order goes through, doesn't mean they will honor and ship it.

I have been using Chewy for my 4 dogs and 1 cat for over 5 years now. The customer service and how they always make things right continues to surprise me. They go completely above and beyond for customer satisfaction. Recently we had to put down our 12 year old chocolate lab and I had ordered some things for him before he passed so suddenly. I emailed Chewy to let them know I no longer needed the items as we had to put him down and to my surprise, Chewy sent me the nicest response with comforting, understanding and supportive words for our loss. THEN, I received a beautiful bouquet of flowers to my door step the very next day with another wonderful message from the Chewy team. It made me cry and I just feel so happy there are people and businesses like this. Thank you Chewy for all you have done and do for our furbabies!

Chewy has always had the best customer service, recently they have gone over and above when I had a slightly damaged shipment due to bad packing and mishandling. It was much more than I expected or needed. They answer emails and phones promptly and fix problems on the spot. I just wish they would use UPS instead.

If I could give this company 0 reviews I would in a second! I have never been so insulted and humiliated in my entire life as they made me feel today.

I placed an order and received an email saying I needed to call to confirm my order before it shipped out because of a coupon that was already in use. However, this was a site wide coupon and not a coupon that was assigned to me.

Great, I called and even the rep was confused. She said she would forward this to higher ops and I would get an email once it was resolved. The next day another email saying I needed more information to complete my order. I called and the rep asked me for my phone number so they could confirm my order...

Okay, I did that, and then they asked me to provide the name of the product, description, and color if applicable. I laughed because, honestly, I thought it was a joke. And said, "This is ridiculous." He continued by saying that I needed to give the most correct information if I wanted the items shipped and that this was not a joking matter. I requested to be transferred to someone else at this point since I felt like the individual had an attitude towards me.

As I was on hold, I told my husband as he was passing by, "are you F**ng kidding me" This person on the other line has the nerve to come back and say "did you just use profanity?" I said Yes, I'm in my home and speaking to someone else. " I mean, I can't speak to anyone else while I'm on hold! The "supervisor" named Carol then proceeded to accuse me of creating multiple accounts to get a discount. At this point, I was already aggrevated and said you know what? Cancel this order and close the account.

I have never felt more humiliated in my life as I did then, and all for what?! For saving an extra buck? Well, Chewy just lost me as a customer, and I will continue to let my family and friends know about this.

This site wins when it comes to selection, price and shipping speed. Everything delivered in 1 or 2 days max. Box and packing is top neat. Watch out when they have special deals to make more savings.

The past 3 times I've ordered they have cancelled, never gave a reason. Ive been waiting 3 days on my current order because i figured give them one last shot. I kniw 3 days doesn't seem like long but when they say shipped in 1 to 3 days... This will be my last order from chewy.

I placed an order for 130.00 of dog and cat food and litter. Package never arrived and they refused to replace it. I had to reorder and basically give them 130.00 for free. Very unhappy

As a Breeder we are always looking for good deals on chew toys, treats, beds and other whelping materials. Brooklea Beauties has become very fond of the fast shipping for items through Chewy and the reasonable prices. We also recommend them to our new puppy owners as they carry Royal Canine food and ship fast so customers who cant find it at their local stores can get it delivered from Chewy.

I want the world to know that Chewy.com is the best company on earth! More than once, customer service has saved me from making mistakes by handling changes instantly over the phone. So, today I told Victoria that my husband had moved out and now had the cat, so I needed to switch Lily's food auto-ship to him. He doesn't have his own account and her food is by prescription, so I didn't know how to set that all up. She got everything straightened out and said I would be getting a big fuzzy discount. I paused, then asked if that was just because she was a nice person. She said that was the least she could do with all I was dealing with (!). She could relate to me since she had to run out of Boston and move to Texas to get away from her ex. At the end of our conversation, I told her that I hoped her life had improved since her move and she said "Oh, yes. I have been here for two years now and met a wonderful man." Isn't that amazing? And kind and caring? Chewy finds these wonderful people that make contacting them a pleasure.

They used to be the best pet supply company around (by far!) but sadly since covid they have very steadily declined to now one of the worst pet supply companies. Prices, shipping, customer service and company policies have all degraded massively and a once wonderful company is now awful and should be avoided. Especially for businesses, they are absolutely horrible to work with as a business. I was always against huge chains like Petco and Petsmart but now even companies like those are still better than the disgraced Chewy. Avoid at all costs!

First time user of chewy and genuinely not impressed! Placing the order seemed very straightforward and streamlined and simple until of course after they charged my card and the transaction was successful. A few minutes later, I received an email (that is by sheer luck that I saw because there was no indication of any impending issues at the apparent completion of the transaction) stating that I need to call them to complete the transaction...

Ok, odd. So I call in and get this really rude girl with an accusatory tone basically trying to imply that I'm some sort of a fraud store or something and needed to "verify me". I went along with the little game they were playing because I had nothing to hide of course she was satisfied with the information she received and then I was told the answer she received had to be reviewed by a separate team the following day. Wth?

The order was supposed to be same day delivery by the way, and it is flea medication for my poor chihuahua...

Fast forward it's about 4:00 p.m. the following day and have not heard anything from them regarding my shipment as I was told I was supposed to have heard from them by the morning. So I proceeded to call in, and got an incredibly arrogant snot on the phone you wanted to argue with me about what type of shipping promotion I received, what she was wrong about, he did verify that the verification department successfully processed my information and approve the order (which they approved the order when they ran the card and took the money but whatever) and yet the item although READY to be shipped has not yet in fact been shipped nor will it be today? WTF are they waiting for and what happened to same day delivery? If this is a typical customer experience with this company I don't know how the f*ck they're still in business because I sure won't be ordering from them again and placing myself in a position to be treated this badly again.

Despite spending in excess of $100.00, the "JOY2PETS" promo failed to give the $30.00 gift card. It said my order did not qualify, even though the only qualifier I could see was spending at least $100.00. Other than this I've never had a problem with Chewy.

I've been placing large orders with Chewy for years and never had a problem until now. They flagged my account as suspicious after five days of waiting for my order to ship because 1. A coupon code was used and 2. My billing and shipping addresses are different. They had to verify my identity over the phone and said they'll let me know if my order can be processed within 24 to 48 hours. That's a total of seven days since I even placed the order. If they ship it within 48 hours. If they ship it at all. I don't need to jump through hoops, wait seven to ten days, and prove or explain myself to possibly have a few bags of cat food sent to my UPS box. I don't even know if they're going to ship it, refund me, or cancel my account. I don't know how long it will take to get a refund. I don't like not knowing what's going on. I don't like being treated like a criminal or like I've done something wrong. I don't like not knowing where my money/merchandise is. Chewy is going to lose customers who will otherwise buy from Amazon instead or run down the street to Pet Smart, Walmart, etc. and receive their products the same day without hassle; at least they won't be flagged down, put on hold, or denied service if they take advantage of a coupon, sale or promotion.

We spend well over $200.00 per month with Chewy for cat food. We take care of 16 cats total in our area. We signed up for Auto-Ship so we could have the food on a regular basis but unfortunately, Chewy.com has become unpredictable and inconsistent in shipping out our orders. We're going to look for another source. Chewy has disappointed us too often.

They charged my card for my order, then never contacted my vet (or sent the order). A week later we received an email telling me that I needed to call them to continue my order. We called and the reason they hadn't shipped anything was because we used my husband's card. But they'd charged the card!?! When we called, they offered to take a different card over the phone? Ummm...so they can charge it too? I'm disputing the charge with my credit card company and never using Chewy again. Going to 1800PetMeds.

My dog and constant companion Sweetpea was diagnosed with lingerie paralysis at 15 yrs old. She was prescribed a couple of different medications. One of them was very expensive to purchase though my vet. At Chewy the medicine was a fraction of the price. And I was able to set up auto refills. My vet said that Sweetpea was too old for the surgery and would have complications afterwards. The main one being pneumonia. Sweetpea was also having other health problems. I had to give her back to God. It's been several months and I'm still grieving. I had to learn how to live life without her. I contacted Chewy to cancel her medication. A couple of days later there was a box at my door. It was a beautiful bouquet of orange roses and a sympathy card from Chewy.com. It was a lovey surprise. Among the other sympathy cards from friends, family, and neighbors it was truly unexpected. It was a wonderful gesture from a company that showed me that they really care about my animals and is not a company out to just make money. Someday I might get another dog. I will be using Chewy again one day. Not just because of there low prices but also because they do care about their customers.

I normally don't ever write reviews but I just needed to share my wonderful experience. I was supposed to receive my package of my kittens food and litter today. Fedex said it was delivered but the photo they took of the package being "delivered" looked to be still in the truck. I then called chewy and had a wonderful worker help me create a new order for no cost. They also reimbursed me for some of the cost since I needed to purchase food to cover till the new package would come in. A+++++ Customer Service!