ChewyReviews 1,100

Lola LOVES the temptation treats so much. When she gets stuck under the bed it's what motivates her to get out! I even made a YouTube video for her "Miss Lola stuck under the bed":-)

Stop offering 1-3 day shipping when it takes 4-5. Seriously frustrating. Maybe use UPS or literally anyone else. If you are going to promise this shipping time frame and you can't actually meet this time frame you should just offering free shipping always instead of making us buy $50 worth of stuff before it's free. Just a suggestion from an annoyed customer who will probably make this purchase their last purchase.

When you put a 28 pound bag of cat litter in with 4 little tubes of cat lax the tubes lose everytime. This has happened time and time again even after a manager told me it wouldn't happen again. They don't seem to understand how to properly package those items together. Sad.

2 of 2 fails: Autoship was a great idea but it is not reliable in getting the products or delivery date.

I don't know why CHEWY uses FEDEX. Maybe because they get their money back if products are not delivered. They are usually LATE or BANGED UP. Sure they'll replace but usually LATER... or MORE BANGED UP. Cans are sometimes slit open and unusable. Drivers throw the boxes and don't care. PLUS, time is not important to them. One time delivery sat in Texas for 3 days and then were delivered to the wrong address. THIS TIME delivery sat in Doral Florida for 2 days which is 10 miles from my location in Miami.
I'll be using AMAZON from now on. ONE DAY SERVICE and SAME PRICES.

Once I started ordering toys and prescription products from them, I was hooked. The customer service people A) respond immediately B) always have a solution for whatever problem and C) add a bit of humor when called for.
But check this: The day following my 12 year old rescue's passing, I received his prescription meds (on auto ship). I emailed them to cancel the auto ship and ask how to return the medications. They sent messages of sympathy - cancelled the auto ship and asked me to donate the meds to a shelter. Two days later, I come home to find a bouquet of flowers from the Chewy company.
THIS is why I'm a furever customer of Chewy

Their site is designed to set you up with automatic ordering. I cancelled an order over a month ago and they continued to send me an auto order because I could not find a way to cancel it. They are about to take your money and don't make it easy to order just one item, Very poorly designed web. Site.

My previous orders I had no problems up until this one and this one is a big one for three and today being four days my package was saying that I am rescheduling it and I'm not so the first day they credit back $15 for inconvenienced and assure me it'll be there the next the next day we were just asked to wait one more day which I did I really wanted my package third day I was credited back all the money and told that my package should be there by 9 AM fourth day my package was requested from Chewie to be sent back to them after sitting in Braselton for four days i'm not going to get it it's going to take days for the money to come back because it's on a weekend and my pets are sitting with no food and the lady on the phone or gentleman to be honest I couldn't tell you who or what any more was just OK with us I am formed them and I'm going to inform this and going to inform anything else that I can get on that I will never ever suggest or use chewy again because this is ridiculous! We are in the middle of a pandemic I do not like taking my three children out and now I'm going to have to to get cat and ferret food because chewy thought it was OK to lie to me and say that it would be here today. And just so we're correct my options were to get a second package sent out or get my return and I said no the return is fine the package will show up.

I placed an auto renewal Order last week for my dog's medicine. I have made 4 phone calls trying to have the prescription verifying and I am still waiting. Chewy says Sage Vet has a do not call message on them. I call Sage and they said they take calls from Chevy all the time. Chewy says they have dent 2 fax requests to Sage, Sage says the didn't receive them. I asked Chewy what fax number they were using and the guy gave me Dave's direct line. And in the mean time, my poor little dog doesn't feel good. I wish I had used 1800Petmeds!

I have been a loyal Chewy customer for years and have always been very satisfied with my experiences with them, however, this changed when they started to use OnTrac to ship my orders. One of the most satisfying things about using Chewy was their fast delivery. If I placed an order in the morning, I could generally expect to receive the order the following day. However, now that they are using OnTrac, I am still waiting for the shipment to make it to my home. It's been 10 days and the package had to travel 357 miles. My first customer service went well. That was when the package was only a couple of days late. They refunded a portion of the order and told me that all future orders would be shipped using a different carrier. My second experience with customer service was not great, but decent. She initiated a replacement order free of charge and told me it would be shipped using Fed Ex. When the tracking information arrived, though, it had again been shipped via OnTrac. My third customer experience was unpleasant. I called to express my frustration with OnTrac and to ask for a full refund for the first order I placed because the product never arrived, and to inquire why the order was not shipped via Fed Ex as they promised. I was told that they can't guarantee which shipper is used, they can only recommend. She checked with her "leadership team" and then told me that OnTrac is owned by Fed Ex, which is completely untrue. Then she proceeded to tell me that Fed Ex is experiencing delays now, too, which is why they went with OnTrac. I told her that while I have no way of knowing whether Fed Ex is actually experiencing delays, I can say with certainty that if I contacted Fed Ex about the whereabouts of my package, I would get truthful information, which is not the case with OnTrac. Bottom line. My first order never arrived and the replacement order sent by Chewy via OnTrac is 'on track' to be 4 days late. In the meantime, I am out of prescription pet food for my cat and will now have to try and find it locally.

Well, after my Chewy shipment has been delayed for over a week, I called customer service. Evidently, they knew of a problem with the shipment starting 6 days ago and didnt bother telling me. Now I have to wait at least another week for a replacement using the same s#!? Shipping service with barely an apology from the snotty service person. Last transaction with Chewy.com

THIS is what exceptional customer service looks like!
I hadn't ordered for several months when a very nice woman names Brittanya called to check on the account. She was so kind when I told her that our old girl Cory had passed away and how sad we still were. A couple of weeks later we received a small bouquet of flowers from Chewy! The note said, "We're so sorry to hear of your loss of Cory and our hearts go out to you. We know this time is tough and we're always here if you need anything. Love, Brittanya of Chewy.com" Thanks Chewy - and make sure to tell Brittanya how wonderful she is! Jennifer

I had used Chewy for many years and was happy until recently. They do back up any product issues and the customer service reps are great.

However, out of 6 shipments every box had product damage. The merchandise had no packing; even though it was requested each and every time. With the time spent on the phone, it just did not go anywhere feasible. The management does not seem to care one one or the other. Chewy should realize they are not the pet supply store out there.

We have now taken our business elsewhere and it is unfortunate. However, after continuous damage product shipments, it is time to move on.

When I write a review but I don't know where it went and disappeared as I was trying to put a picture in. I just want to say awesome customer service they are just super super nice I have never had to deal with a company that was this nice they are just. They called me on Sunday and asked me if I got my delivery yet because my cat has kidney disease and he needed a special. So nice this super nice. If anybody says anything negative about them they are to be ashamed of themselves because this company is top-notch. I can not brag enough about them

I have been trying for weeks to return a bark collar to Chewy. Three times I have called them to get a return label mailed to me. 3 times they have told me they mailed one. I have never had trouble getting my mail, and I have never received this label from them. I finally asked a friend to print me up the return label and called Chewy to set up a Fedex pickup, which they say they will do. This now is the 2nd time I have waited all day for Fed Ex to pick up the package. Customer service people have all been courteous and helpful, I have no complaints there, but what they are saying they have done to expedite my returning the item is not what is happening. I sincerely doubt a return label was ever mailed to me.

Between chewy and FedEx, my page has been lost for over two weeks. Not one cust svc rep cared enough to actually do something immediate. My dog's bowl is empty. Chewy wants to send out a THIRD try. FedEx keeps sending me texts that the pig is out for delivery but it hasn't arrived. Got that text this morning and, after numerous phone calls found out that the pig is "on the floor" of the carrier facility.
What the actual f...?

Chewy uses FedEx. Fedex is way too slow. Takes over 2 weeks to get my orders. No options on shipping at all. FedEx has lost 2 out of my 5 shipments. Sorry Chewy would love to support you but until you change your shipping company I will shop elsewhere.

Chewy has certainly went above and beyond for our family in the two years we have been with them. After today, I will not shop anywhere else for my pets needs.
You see... we lost our beloved Ranger last week, it took me a few days to process everything before I decided to update my chewy account. When you remove a pet from your account it'll ask why and give various reasons you can decide from. It also gives you a chance to write a note at the end before submitting. In the note I wanted to let them know, I'd continue to be a loyal customer but my shipments would change from bi-weekly to once a month or less. Keep in mind I did this yesterday (8/23)...
This afternoon (8/24) I received an unexpected package via UPS. After opening it up to see a beautiful assorted dozen roses, I read the note... It was written from Tyler on behalf of Chewy.
Talk about going above and beyond. Think about it for a moment -- would petsmart or walmart do this? Never. Why? Because those companies see you as just another $. Chewy doesn't. Chewy sees you as a real person with pets that you absolutely adore and consider family. When you make that first order from Chewy, you're family to them. They have sent both Ranger and Chai (chiweenie) birthday cards for the past 2 years. We even received a Christmas card from them!
Their return policy is great as well... In the past 6 months, we tried to find the perfect food for Ranger. He needed to gain weight and keep it on, so we bought at least 4 different bags of food. He only liked one of the 4, so I sent Chewy an email and explained the situation... Without hesitation they replied back and issued a refund within 24 hours. They understand that not all animals will like what they're given, its just life. They ask that if they issue a refund that you donate whatever is left to a shelter, rescue or any animals in need. That in itself is AWESOME.
I cannot say enough good things about Chewy other than what I have said already, I'll continue to be a loyal customer and I hope if you're reading this. You will too.
Trust me, even if they are a few dollars more than a big box store... it is worth every penny. Oh and I get the food within 1-2 days via FedEx!

Delivery is always sporadic, it used to be good about a year ago, now I never know when it will be here. Can't depend on it. Also the packaging is not too great, the bags of cat food are packed with boxes of canned food, which pokes holes in the bags of cat food. So when you open the box cat food is everywhere. I must say though if you call them they will send out a new bag.

My number one go to for pet purchases. I've never been disappointed and the customer service is fantastic. If I receive something and it's not right, they give me a refund on the phone and just ask me to donate it to a local animal shelter. I will forever be a loyal and faithful Chewy customer.