ChewyReviews 1,100

We recently lost our beloved dog. I emailed Chewy to see if I could return his unused prescription dog food. Not only did they refund me for my entire purchase (some was used from the case) but they told me to donate it to a local shelter. And to top it off, we received a gorgeous bouquet of flowers from them with a sympathy note about the loss of our dog. It's so heartwarming to see that there are still companies out there that truly care about their customers and their pet family! Thank you Chewy for adding some beauty to a sorrowful time for our family!

There customer service has definitely started going down the drain. Communication is poor. I was told a manager was going to call me. None such call was made. Emailed them regarding situation and was simply told to call the 1800 number. (But I already did...)
Finally got a manager and she apologized, agreed with my concerns BUT gave no resolution. So you agree with me and then nothing else happens? I guess they've gotten so big they dont care for one person's concern. Lost customer chewy.

I've been using Chewy for the last couple years which started when I first got my dog. I had a couple questions regarding dog food and customer service was so quick to reply. Not only did they answer my question but they asked me all about my new puppy.
On another occasion I needed to switch another pets food after just ordering a bag. No worries though, chewy just had me donate the unopened bag instead of returning it and sent me a refund.
I'm also that person who doesn't realize I'm out of food until the day before. But that's OK bc I place an order at 3 pm and the food is here the next day.
There is not enough good words for Chewy!

My 14-year-old dachshund, Louie, passed away due to diabetes and finally with blindness. Just prior to his death, I ordered a large supply of diabetic canned and dry dog food. When I asked the vet if the humane society would take the supplies, they told me to call Chewy for a refund which they promptly deposited into my bank account. Three days later a florist delivered a vase of fresh-cut flowers and a sympathy card. Customer service and empathy over and above-------Thank you Chewy
Rodger

So I just got off the phone with a chewy.com representative because I had to make a return. I had to order a basket muzzle for my rescue pup who has fear reactivity with the vet and groomer. She is really sweet with everyone, even the vet if she isn't doing anything. Unfortunately since my pup was an in between size for two different sizes of the muzzle, I had to order the two sizes to see which would be best. Once I did this I contacted the company to return the one. I was completely prepared to pay shipping fees. The representative was really pleasant and worked out my return quickly, then she ended it with...' okay, your refund is complete and you can donate the one you don't want to a rescue or shelter of your choice'... what?!?! This was amazing. I had to tell her that we were actually doing a training/pack walk with a rescue the next day, that takes in difficult dogs from the shelter and train them. Some of these dogs need to be muzzled in the beginning and could use these. I was already bringing blankets and towels to donate but now I get to bring them a muzzle too... and this muzzle wasn't a cheap one either. It just warmed my heart that Chewy.com would rather you donate what you don't want or liked then have it returned to their shelves. Thank you Chewy.com for giving back, I know this rescue will really appreciate it as they do everything based on donations!

Recently ordered for the first time using a promo code (which made it worth it)
They had my dog's food in stock (Diamond Naturals Senior Formula) and shipping was quick.

Thought about using the pharmacy for my dog's Rx (Apoquel, Meloxicam) abut filling out the approval form with so many questions that my vet already has on file seems like a hassle. I also read a lot of reviews about bad experiences with their pharmacy, so I guess I wont.

I LOVE Chewy.com! They process and ship orders quickly, I love their autoship option for dog food. Any time I have had a problem with an order needing to be returned or exchanged, they are prompt with sending out a replacement and request the original order be donated to a local rescue or shelter. We receive a Christmas card during the holidays and a birthday card for the pets with a coupon. The have the best customer service out of any company I have ever dealt with.

Chewy is biased towards dogs and their target audience is dog owners. They don't tailor their email responses to their audience. They assume everyone is a dog owner/lover, using boiler plate language like "give us a bark if you need anything else" and "have a tail wagging great day" even if you contact them regarding a cat product.

They have numerous tv commercials, almost entirely of dogs. In the rare occurrence there is a cat, it's in the background, hardly noticeable. In one commercial, a spokeswoman talks about not having to lug heavy cat litter from the store, yet there isn't a single cat in the commercial--only dogs! I contacted their corporate office and told them given cats outnumber dogs in pet ownership, I would think they would want to target cat owners as well, but instead they project themselves as being biased towards dogs by excluding cats from their commercials. The fact they never responded is very telling.

They are selective in which negative reviews they post. They only post negative reviews that are inane (ex. Product stinks, pet didn't like it). They wouldn't post my review which provided constructive criticism and scientific evidence --product caused diarrhea and vomiting even after ruling out other possible causes--because they didn't want it to impact their bottom line--sales.

There are plenty of pet retailers who love cats and who appreciate the business and feedback of their owners. And Petco and Entirely Pets will match other retailers' prices.

I have been using chewy for several years. I have had sone wonderful interactions with customer service. These are the best people! Friendly, compassionate, caring. They send birthday cards to my pets and have had wonderful email conversations about my pets. I even received a card with a poem about them from one rep! Recently I lost one of my fur babies. I wanted to return the $80 worth of unused products I recently purchased. Instead of making me return them, they refunded my money and told me to donate them to a rescue in honor of my fur baby. I did and was able to make a difference for other animals. In addition to this kind gesture, I received a delivery of flowers for the loss of my pet! I was so touched! I have never experienced such a caring company!

Chewys autoship program is a joke! I had placed an order that happened to be on sale, to be shipped on Jan 11th. When I hadn't received it by the 13th, I decided to give them a call. They informed me that an item I had ordered was on back order and that they were holding the entire order until all items were available. I informed him that you need to let someone know by email as I was about to fun out of food.
He then offered to send the order immediately but without honoring the sale price from my original order.
This place is a joke and I will never order from them again! Be careful if you auto ship as you may not receive your items when you are expecting them.

I had been receiving bully stick and other natural type chewies for my dogs and one had a staple in it. To be fair we don't know exactly how the staple got there but it did seem to be buried in the chew as it had been eaten down when we saw. Disturbing situation as my dog had blood all over the living room from mouth cuts (just superficial no permanent damage). The chewy manufacturer was contacted and claimed they do not use staples in their facility at all and they were very nice sending me some free chewies. However my contact with Chewy.com was less positive. I sent them photos and they said it wasn't up to their standards and would will credit my entire last order and seemed genuinely concerned for my dogs. The follow through on the credit was a nightmare. A month and a half later 10 emails and several calls to both Paypal and Chewy and I am just now getting the credit. Chewy and Paypal refused to talk to each other I had to file a dispute to get what was promised. The dispute through Paypal was not easy as their menu prompts plus the way it was billed are not fitting to this scenario and they could not file a dispute over the phone with explanation. I probably wouldn't have thought twice about the credit if Chewy had not offered it to me but once offered they should have been able to follow through to make sure it happened. I have since cancelled my account with them. I am done with that mess.