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Chewy Reviews Summary
Chewy's reputation is marked by a strong dedication to customer service, with many customers praising the company's compassionate response during difficult times, such as pet loss. Positive sentiments frequently highlight the quality of products and the ease of the auto-ship option. However, several reviews express frustration over order cancellations, misleading promotions, and delivery delays, indicating inconsistencies in service reliability. While many customers remain loyal due to positive experiences, the recurring issues with customer support and transparency suggest areas for improvement to enhance overall satisfaction and trust.
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AMAZING CUSTOMER SERVICE at CHEWY. I ordered Fish mox (labeled "amoxicillin" on the company website), but the formula I received was amoxicillin trihydrate, which I don't want. I emailed Chewy and they refunded me the full amount, including shipping -- and didn't even need me to ship the product back! I will ALWAYS ORDER from CHEWY
(I had the same problem with Thomas Labs -- but they refused to take back my unopened product. NEVER SHOP at THOMAS LABS AGAIN.)
I switched to Allivet. I am much happier and their prices were 20% less and better quality! Their website is not as catchy but good solid performer.
I setup an autoship with Chewy.com. First autoship was seamless. Second one never arrived. My pet ran out of meds. I had to call. The shipment was "stuck" because they forgot to list the vets approval on the order. It is very concerning because my vet approved the prior 2 orders and they admitted that they had the prescription on file. Someone should have noticed that the order had not gone out and was more than a week past the ship date. If I hadn't called, their system wouldnt have caught the mistake. I will be looking for a new online pet supplier as my pet can't afford to miss meds as she has due to this issue.
I have been using Chewy for 3 years. I love the ease of ordering, fast delivery and excellent customer service. They are so friendly and helpful and caring.
This company has the worst customer service. They pay lipservice but do not care how the customer is treated. I'll be purchasing my dogs food elsewhere. I won't put up with poor service for the prices they charge. I am disabled and need help getting a 60 lb box just inside my garage. Hasn't been a problem until yesterday. Fedex wouldn't come back to help and my package got stolen. They apologize but it is severely INSINCERE. They've lost a customer. Easy to find another company to deliver my dog food. Already have one set up after this. Good bye chewy.com.
My pet's costume didn't fit, I started a chat and here's what transpired...
Ennifer D.: You're all set. You'll receive a full refund of $18.59 onto your Visa ending in -1598. You'll see this credit back within 3-5 business days, depending on your bank. Please donate the costume to a local animal shelter. I'm sure they'd really love it.
Stephanie: OH my God! You guys are amazing! Thank you so much!
Jennifer D.: It was my purr-leasure! Is there anything else I can help you out with today?:)
Stephanie: No that will do it! Thank you so much!
Jennifer D.: If you need anything else at all, feel free to reach out to us. We are here 24-7 and are always happy to lend a helping paw. :)
Great products. Great prices and the greatest customer service you'll find anywhere! One of my cats did not like the automatic litter box I purchased from Chewy and just refused to use it. When I called them they quickly refunded my purchase and asked me to donate the item to a shelter. WOW!
Chewy.com has horrible customer service staff.
They sold me a product for $55, when I went to purchase another one the price jumped to $110. Their explanation was terrible, gave me some messaging line obviously generated by management talking about market fluctuations.
Awful company, would never buy from them again.
Chewy.com always processed my orders accurately and I received them in a very timely manner. They even include complimentary toys with your order. Sadly, my pet passed away last week and not only did they refund my order but they called to share their condolences and even sent flowers! It's rare to find companies that truly care. I highly recommend them for all your pet needs! In my opinion they are the best company ever!
I had trouble finding the right food for my puppy and Chewy made this experience easy. I bought two different bags of puppy food and my pup did not like either. Chewy refunded my money and asked me to donate the food to a local animal shelter instead of sending it back.
4th order I've placed - no auto. Only when I need to. All orders have been over $137.00 (free shipping). I live in a major city in Oregon, so the 1st 3 shipments came from Arizona. But they each took 4-5 days to arrive (FedEx Ground did the delivery, not a hand off to US Post Service) from date of 'your order has shipped' email confirmation. Inquired and answer I got was 'oh, your different products were at 2 different locations'. Huh? It's just one single product. 4th order was placed on 9/9 and is being shipped from Florida, with a 9/16 delivery date. WHAT, no dry cat food in any of your supplier's CA or AZ warehouses? I only order dry cat food from Chewy as it's almost impossible to get damaged en route. However, knowing it's now coming from Orlando, FL, anything can happen on a cross country road trip.
I like dealing with a company like Chewy. They have a good variety of dog food and products, good prices and great customer service. They respond to email questions very quickly even in these times of the coronavirus.
Thanks, Chewy
Downgrading this review for two reasons. First, a dog bath that I purchased a little more than a year ago failed exactly one week past the one-year limited warranty Chewy offers. They told me they could not do anything and to contact the manufacturer with "questions or concerns." You'd think that for an item that gets used maybe a couple times a month, at most, an extra week of warranty coverage might be logical. But no.
Second, I have submitted reviews on Chewy for that bath twice, and neither review has posted. The first review was mildly negative, pointing out some dog-safety concerns. The second was a one-star review because part of the product broke, with normal use. The product has almost all positive reviews on Chewy's website, so I suspect some cherry picking of feedback is going on here. I am so disappointed. I used to love this company.
My vet dispensed a daily medication for my dog (Galliprant) that was more than $4 a pill. I checked Chewy.com and found it for about half that price. They handle contacting the vet's office for approval, and they get a new approval for every refill (they notify me of progress by email). I don't have to do anything because it's all automatic. Easy peasy. The medication they dispense is authentic, which is not necessarily true for some online pet pharmacies. I think it's outrageous that veterinarians in the US are allowed to dispense their own medications (usually at a hefty mark-up because it is a profit point for them), so I am happy to bypass that racket and buy direct from a reliable source. Great service! (BTW, Heartguard is also about half the price that my vet charges.)
Update 8/28: After months of approving refills, my vet's office has stated giving me trouble over Chewy filling my dog's prescription. They have no right to do this, any more than my doctor can force me to fill my prescriptions at the medical center in which her medical group operates. I phoned Chewy and was told that they will follow up again with the vet. So it's good to know they will fight the battle for me. It is absolutely unethical for vets to use prescriptions as a profit center. Years ago I had a vet agree to price matching with another online pharmacy (before Chewy existed) so that he could still get a cut if the profit. He said the reason was that it was the only way to be sure I received good quality medications. But I happened to be standing at the counter when some of his deliveries came in, and I saw boxes from the same vet supply and pharmacy I was using! So stand your ground and demand that your vet "allow" you to fill prescriptions elsewhere. It the vet won't cooperate, find a new vet.
I have been purchasing from Chewy for quite some time now. When I've needed to return something they do not hesitate. They are absolutely the best in customer service, product and all around pet supply company.
Chewy has fast efficient service. Never had any problems with my orders and their prices are awesome
Shipment arrived late and they lied despite proof. 75 bucks every couple months for five years and their apology is a one dollar coupon. Account closed, avoid them at all cost.
They can't even have the same customer service rep contact you. My stuff always comes from goodyear, az 3 hours away. They tried to tell me it came out of state and explained shipping time after they "reviewed my order." After I blew that up it became the feigned one dollar coupon apology while taking no responsibility. That type of behavior is not worth saving the tax on dog food.
I have ordered cat litter and treats in the same order, so that I can get the free shipping that comes with a order over $50. First time they packages my dogs blue buffalo treats in with the cat litter, they were all crushed, they did send a replacement bag for that incident. This time they put a large plastic containers of cat treats in with litter, it came smashed and treats were all over the box. When contacting customer service, their answer was to order litter separately... great answer if you want to pay double shipping or twice the products... very unsatisfied!
Before 6 months I had ordered Capstar for my dog from this website as he was suffering from fleas. However, to my disappointment, the product took ages to deliver from the timing mentioned in the website. I called customer care services to know the reason for delayed delivery but I didn't receive any valid reason from them. So, at last, I had to cancel the order.
I bought a ball to play inside the house for my puppy golden retriever and this choice could not be better, he lives delighted with his chuckit this page in general offers you so many good things for a variety of pets, I always recommend it to myfriends if they are looking for something specific for their pets.
I just don't understand how anybody can't give this company anything but five stars. I have been A customer of chewies for about three years now. Their customer service is amazing. Anytime you call they are professional and friendly and are always willing to assist you. Most companies I call their customer service reps seem to be bothered by you asking questions. I have two 80 pound dogs and I buy a lot of dog food the fact that I get a discount with their AutoShip and the food comes right to my door is a bonus. This is really one of the best companies out there today.
Customer service is amazing. They even have chat services which are very helpful in choosing the right product for your pet. They have amazing prices and super fast shipping! I'm a loyal Chewy.com customer!
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- SmartCustomer has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
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