ChewyReviews 1,100

Horrible, incompetent pharmacy and/or customer service reps. A week after submitting two of my dogs new prescriptions it still says "preparing to ship". The right hand does NOT know what the left hand is doing. My dogs should have started their medicine days ago but Chewys never contacted me to inform me that they hadn't heard back from one of the vets. I cancelled my order after hearing 3 different stories as to why the medicine had not shipped. Stick with 1800PetMeds! They know what they are doing and get it done QUICKLY! Shame on Chewys! Stick with your dog food and toys!

I placed an order on 09/24/2020 based on 1-3 shipping that they advertise. According to their own website the order did not ship until 09/25/2020 and they say I should receive by 10/02/2020, however Fed Ex website says 10/01/2020. I tried to send an email voicing my displeasure as now I have to go to the local pet store and pay more money to get food to hold me over until then and got a generic automated response. Tried to go online and chat with a customer service rep about it and she disconnected the chat in the middle of me typing a sentence. Called the 800 customer service line and was basically told it was Fed Ex fault and the person I was talking to did not to even seem to care and told me to call Fed Ex. Their prices are about the same as my local pet store, so I will go back there for my supplies in the future. Chewy.com gained and lost a customer within the course of 48 hours and I will make sure I tell all my friends and family of my displeasure. What has customer service come to these days?

Have been waiting on a chewy order of dog food that was supposed to be delivered today but when I got home, no package. Called to inquire to be told there was an ‘issue with the label' so it was returned to the warehouse. Mind you, I've placed a number of orders through chewy and all have made their way to me in a timely manner. In addition, the package made it to my neighboring state before being sent back to the warehouse, 4 states away?!? I was then told they could send a replacement order but it wouldn't be delivered until next week... what? My dog needs her food tomorrow! ‘I'm sorry' and being on hold for more than 15 minutes, just doesn't cut it Chewy!

Vet orders hang in their system for weeks and don't get refilled or even monitored and if you call since you need the prescription meds they just hang up multiple times, tell you to order again or just lie that my vet doesn't want them to call. Know that my vet is not the problem it's the attitude of the cs reps that simply don't care if you have no meds or run too low and you can't complain cos then they simply hang up. Lazy cs that really don't care about anything but you can hear them laughing and talking in the background and even supervisors don't care. Mind blowing stupid people.

If it weren't for the pharmacy, I would probably give chewy 4 or even 5 stars, but I have had some bad problems with their pharmacy on more than one occasion - long delays and what seems like some sort of breakdown of communication between the rest of chewy and the pharmacy. The pharmacy is so bad that it brought the rating right down.

My most recent problem with them was ordering some eye ointment for my dog's eye area skin infection.It was a bit more than half as much as it cost at the vet's, and the tube I had was almost empty. I ordered it on 29 August and didn't receive it uǹtil 17 September. In between, I followed up with them 3 times, and all that was ever done was to tell me they'd get the pharmacy to send another fax to the vet, except for that in the beginning they hadn't even done anything at all before I contacted them because they said they didn't have a fax number. There was nothing stopping them getting a fax number or ringing them up. I got the fax number for them, but still nothing happened. They claimed they sent faxes and never heard back. During that time, I was also in touch with the vet who said she never got any faxes. Finally, a lady in the vet's office rang chewy and gave them all the information they needed so hopefully this won't happen again.

In the meantime, I ran out of the eye ointment. Fortunately, my dog's eye was a lot better by then, otherwise they would have just left him to suffer all of that time. They kept leading me to believe that it would be taken care of within another day or two every time I talked to them, stringing me along all of that time thinking that getting the ointment was imminent when it wasn't.

I used to be a big fan of Chewy but their service and customer service has plummeted over the past year or two. They overpack boxes, causing damage to the products, and then demand that you spend your own valuable time and resources RETURNING the ruined products to them before they will replace! As if I work for them when I have PAID for these goods and have not received, they put conditions on KEEPING UP THEIR END OF THE BARGAIN by replacing the unusable product. Repeat complaints do nothing, they do not appear to care about retaining customers anymore. Moved most of my orders to other retailers, only keeping Chewy for items that cannot be found elsewhere because PETCO now owns Chewy. Very sad and disappointing, another good company ruined by selling itself to the highest bidder.

We love Chewy. Our orders have been correct, prescriptions were handled well (coordinated with vet), shipping is always just a couple of days. Price on Iams was better than local store so it is on auto delivery. They always email me before the delivery is going to process or I go on line and if we don't need the dog food yet, I just pick a new date... simple! They have been really friendly. I just don't have a complaint which from reading my other reviews, you will know I am a complainer. I do recommend Chewy for food and prescriptions. Still like Amazon for dog toys.

We recently lost our 10 year old yellow lab to cancer and our family has been devastated by the loss of our first baby. In the grief, I completely forgot to remove his special food from our autoship until I received an email that it was already on its way. It was totally my fault for forgetting to update it but I reached out to see if I might be able to return it for a refund (keeping my expectations low).

I spoke with a gentleman named Cody via chewy.com chat and he quickly offered his sincere condolences and issued a full refund. After thanking him profusely, I asked how I should return the bag once it was received to which he replied "please just donate the bag of food to a local dog shelter of your choosing". I was blown away. I thanked him again and I ended the chat feeling like it was one of the best customer experiences I had ever had. That is until I received a beautiful bouquet of flowers the very next day and the card read: "Thinking of you in this tough time, and our deepest sympathies go out to you. If you need anything, we're always here. Love Cody from chewy.com"

Chewy.com has a customer for life, folks! They know how to take care of pets AND their humans! Thank you Cody, you are amazing and your kindness brightened up our day.

The food delivery is great but they need to get out of the pharmacy business. Five days and still no shipment on either of my orders despite numerous assurances from customer service that my order was about to ship. And this is includes two days wasted becuase they could fax the prescription request to my vet. My vet has a receptionist just to answer calls but Chewy insisted they could never rach anyone. I won't make this mistake again and will be cancelling my prescription autoship.

To all pet owners... DO NOT USE CHEWY FOR FILLING PRESCRIPTIONS! I have waited over a week to have medication shipped to me and it never got shipped. First I was told 4 days after I ordered it that they hadn't sent the request to my vet yet so they immediately sent it and my vet responded that day. 2 days later it still hadn't shipped so I called again and was told that they only had just gotten the authorization and when I tried to correct them they argued with me. That same day they told me they would overnight the medication to me that day. Now 2 days later it still hadn't shipped and I hadn't heard from them so I call again and speak to a supervisor who informs me the they are now out of stock of the medication and it is on back order from the manufacturer! When was I going to be told this after I had previously informed them how badly I needed the medication for my pet! Worst service I have ever had... will never use them for anything ever again! If I could give 0 stars I would have!

I ORDERED (AUTOSHIP) CASES OF DOG FOOD ON A (WEEKLY BASIS) (TOTAL COST - $50.00)...
TO MY UTTER HORROR, THE FOLLOWING WEEK THE EXACT SAME ORDER WAS ($109.00).
CHEWY.COM JACKED UP THE (12 PACK PRICE) FROM ($7.83 PER CASE) TO ($18.98 PER CASE).
I HAVE A DOZEN (RESCUE DOGGIES) AND THIS PRICE JUMP (PRICE GOUGING) IS OUTRAGEOUS.
I THOUGHT THERE WAS A (PRICING GLITCH)... BUT NO...(ORIGINAL PRICE = $. 75 CENTS PER CAN) & 2 DAYS LATER...(NEW PRICE = $1.80 PER CAN).

THIS IS EXACTLY WHY I STOPPED BUYING FROM (CHEWY.COM) MANY MANY MONTHS AGO.

TIME TO GO BACK TO (WALMART.COM) WHERE A CASE OF (OL' ROY) IS ($7.47) AND HAS BEEN FOR MANY MANY YEARS.

Chewy does an excellent job of taking care of its customers. I recently purchased a pair of dog boots for my thirteen-year-old golden retriever. Before she had a chance to wear them she passed away. I figured I would try to return them to Chewy and maybe get some money back. Instead, they insisted I donate them to an animal organization and refunded all of my money. This was an unexpected, pleasant surprise. They also sent me a beautiful bouquet of flowers as well. A company that would do that for their customers shows a deep level of compassion that must be repaid and I felt compelled to write this review after that. The products and services this company provides are far above average. The prices are good and overall I could not be happier. Chewy has earned themselves a life-long customer.