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Chewy

2.8

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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.

This summary is generated by AI, based on text from customer reviews

service
389
value
358
shipping
374
returns
266
quality
326

We monitor reviews for authenticity

Illinois
2 reviews
7 helpful votes
Follow Jane L.
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I really like Chewy for their prices and convenience. I have some items on auto ship, which also saves money. I was disappointed by some of the selection. They have lots of cat & dog supply, but not much for reptiles. I also noticed some cat brands weren't available, which was surprising. All in all, it's a good site.

Date of experience: July 27, 2019
North Carolina
2 reviews
1 helpful vote
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They have a vast variety of products at a competitive price. Free and super fast shipping too! Their customer service is very knowledgeable whether submitting a product question online or contacting them over the phone.

Date of experience: July 24, 2019
New York
17 reviews
90 helpful votes
Follow Pixie L.
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I switched to Chewy.com from a very popular pet ordering site that I was with a long time. Chewy.com is professional, courteous and fast with shipping with regular rates; in 2 days I have my dogs products! Chewy.com wins the race! Thanks Chewy.com

Date of experience: July 19, 2019
Florida
1 review
0 helpful votes
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Reliable, accountable knowledge prompt service. Chewy is one of the best pet companies I have ever dealt with. Service so quick. Expertise and knowledge is impeccable on everything. Highly recommend them!

Date of experience: July 15, 2019
California
3 reviews
25 helpful votes
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Great Site!
July 15, 2019

This site has everything I need for my pets. So easy to shop. Everything is delivered right to my door. No more carrying heavy bags of dog food and cases of cans home from the pet store. Auto ship is great!

Date of experience: July 13, 2019
Florida
1 review
2 helpful votes
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Why I will never use your site: by using terms like "puppy parent" in you advertisements you adhere to animal rights philosophy. While you may find these terms "cute" they actually have a larger impact on pet owners. You promote the idea that animals are not owned but rather we are guardians which fits the larger animal rights agenda to remove pets from society.

Date of experience: July 10, 2019
Ohio
1 review
0 helpful votes
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I was comparison shopping for a new food for my cat. I was pleasantly surprised and was able to purchase not only a better brand at a better price but also a few new toys. Shipping was free and it arrived within two days.

Unfortunately, one of the toys arrived broken. I immediately contacted Chewy and was told to dispose of the broken toy and they would refund the price of it. Wow! I did not expect that!

I cannot say enough about this company. It would be nice if more companies would follow their example. Their prices are great, their shipping is fast and their customer service is fantastic. They answer their contacts so quickly.

You absolutely cannot go wrong ordering from Chewy.com.

Linda

Date of experience: July 10, 2019
Tennessee
9 reviews
111 helpful votes
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Fantastic
June 22, 2019

I love Chewy! I have never been disappointed. I can find things cheaper here than I can locally and I always receive my order in a very timely manner. I have to give my cat Immune Support on a daily basis. I can't afford what the Vet charges for their product. I wish my Vet didn't charge $10.00 for prescriptions or I would use their services for that too. They have fantastic prices and great products. Their service is outstanding! Edited: August 24,2023. We were having problems with our dog having food allergies. So I bought a base mix from the honest kitchen through chewy. My dog couldn't eat it. So I got on chat with them and ask if I could return it I had only used a quarter cup. The representative told me that they do returns on a case-by-case basis. She told me that they would refund my money and there was no need to return it at this time. She told me to just go ahead and donate it to the humane society. They really are a fantastic business.

Date of experience: June 20, 2019
Texas
1 review
0 helpful votes
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I ordered for the 1st time from this website because it offered 1 to 2 day shipping on a stroller i ordered and Amazon Prime didnt offer the color I was preferring. The package did take longer than advertised but they did correct the issue right way. I emailed on a Saturday and they responded that day. Then I recieved my item but it was missing parts, I emailed and the next day the parts were delivered to my house. I am very thankful since I needed it to take my cat camping and to the park with us. Will order from them again! I can not thank customer service enough for the quick response

Date of experience: June 11, 2019
Philippines
4 reviews
0 helpful votes
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Excellent service
June 3, 2019

I frequently ordered my dog's toys and snacks here. They offer good quality of service and the products always come in excellent condition. You can call their customer service department to ask their products and they are more than willing to help.

Date of experience: June 1, 2019
Washington
1 review
10 helpful votes
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Done!
May 26, 2019

I've been a chewy customer for six years now. I have always loved their prices. Tonight, I went online to order my cat food, and discovered a six dollar escalation in price. From 13.40 to 19.40... in one month. I called to ask about this. The explanation I received was We base our prices according to what the competition is doing. So because Amazon, and some other online pet stores are selling this cat food for $19.40, chewy has decided in its infinite wisdom that it's going to sell the cat food for the same price. So riddle me this Batman; what's to keep me from moving to Amazon? I'm a prime member And they have next day delivery. What is going to keep me at Chewy? This is a question that I have an answer for... nothing. Chewy also uses Fed ex; it's the only delivery service available in my area. Fed ex is too lazy to walk up three flights of stairs to deliver my goods. Often times they don't deliver them at all. Sometimes the bags are broken when they deliver them and there's cat litter or cat food all over the box. Amazon has their own delivery service, and they have no problems walking things to my door. I once loved Chewie.com, I've sent a lot of friends there. But if your reason for escalating my cat food in price by 6.00 is "because everyone else is doing it," then I am gone! You've lost me. "Bye-bye!"

Date of experience: May 25, 2019
Rhode Island
2 reviews
2 helpful votes
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This review concerns ONLY Chewy's pharmacy + vet diet departments and how Chewy's regular customer service interacts with these 2 prescription-required departments. I have been happy with purchases like toys and treats which do not require FDA approval.

This is a listing of the problems I have encountered with Chewy.com within the past month:
1) Being told I had a prescription from September 2016 for a pet food from a specific vet. Unfortunately, this vet did not begin work at the clinic on file for another 2 years. Was told an employee, while multi tasking, confused scripts from different clients. To be clear, this means that I or another customer could have bought/received medication NOT approved by a veterinarian.
2) On my vet profile, having my dog's name as my vet's name, having vets' names who I do not recognize as ever treating my pets, and flip flopping first and last names for my vet.
3) Within a 6 hour time period, being told that a Palladia, a chemotherapy drug was
A) Temporarily Out of stock
B) Was delivered but would take 1-2 business days to enter the system
C) Availability unknown as it depends on when manufacturer ships
D) Inventory shows 99 Million Tablets available. ( Yes, 99 MILLION)
Something is wrong where Chewy customer service/Vet Diet Foods. Pharmacy seem not to be coordinating with each other. Also, on both the normal and supervisory level, employees seem to be unwilling or unable to use common sense that an inventory of 99 Million tablets for an expensive chemotherapy drug should be a red flag.
I have tried to contact corporate to no avail. However, communicating through Facebook led to an immediate response.

Date of experience: May 24, 2019
California
5 reviews
21 helpful votes
Follow John O.
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If your product review might hurt their sales they won't publish it.
"I wrote an honest 1 star review about Lafeber Premium Daily Diet Parrot Food. It simply stated that this product as well as all other pelleted parrot food has corn as it's 1st ingredient, that corn is not a natural food for parrots and that corn is 1 of the highest containing foods of mold and it's micotoxins. That dog food is veering away from corn because it's not good for them.
Parrots are prone to fungal infections so why would you feed them fungus?

Lafeber Premium Daily Diet Parrot Food is 1 of their best sellers. I guess if customers knew what my review said it would effect Chewy's sales."

Date of experience: May 14, 2019
Massachusetts
3 reviews
16 helpful votes
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I hope the quality doesn't change now that Petsmart bought them. Please don't get bought by Amazon! My cat likes her toys.

Date of experience: April 27, 2019
Georgia
1 review
7 helpful votes
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Sending bad products
April 16, 2019

Kept sending me bad tubes of Richards organic hairball remedy. Finially got tired of it and started shopping somewhere else

Date of experience: April 16, 2019
Nebraska
13 reviews
45 helpful votes
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Exceptional
April 10, 2019

I have been ordering my pet supplies from Chewy for 2 years now and have never been disappointed. My food is on autoship and if there is anything else I need I just add it to my order. My order has been correct 100% of the time and always arrives on time. Their selection is great, shipping is fast and customer service is exceptional. My 20 year old cat passed away so I called to return his 3 cases of can food. They told me to donate it to my local shelter, gave me a full refund for all 3 cases and sent me flowers! I do spend an enormous amount of money here with 6 dogs and 3 cats but they SENT ME FLOWERS! I'm still amazed by this.

Date of experience: April 9, 2019
New York
1 review
1 helpful vote
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Heartfelt message
April 9, 2019

Very impressed with how they car and take the time to touch base with their customers. We just lost our dog, Shadow, and they took the time to mail a condolence card with handwritten messages within that card. Each person took a minute out of their day to write a message to us.

Date of experience: April 8, 2019
Louisiana
4 reviews
19 helpful votes
Follow Kenneth O.
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I have a medication setup with Chewy for Autoship. Recently, I got an email on a Sunday that this medication was going to Autoship in a few days. I adjusted the Autoship date by adding one more day. The Autoship order was set to process on a Wednesday and estimated to ship on Thursday. On Thursday night at 11:53 pm I received an email informing me that the item is temporarily unavailable. I didn't see the email till the next morning. As soon as I saw the email, I called Chewy and inquired about the item. They didn't know when the item would be in stock but offered me free shipping when it became available. My problem is that I assumed that Autoship was a tool that I rely on to get what I needed when I needed it. My question for Chewy is why did I have to wait 5 days to find out that my cat's medication was out of stock? Why didn't I receive an email on the Sunday before letting me know that the item that I had on AutoShip was out of stock. I had to scrabble at the last minute to find another source for this prescription. It is one thing to be out stock in pet food but it is another to be out of stock in a medication and not give customers proper notice. Fortunately, my vet found it from one of their sources and I was able to find it from another source online, who happen to be cheaper that Chewy's Autoship price. Chewy lost my business on that screw-up.

Date of experience: April 4, 2019
Illinois
1 review
5 helpful votes
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Just tried chewy for first time. Ordered large amount of items at same time. Shipped out in two boxes which were suppose to arrive by end of same day, one arrived, but other went out to another state! Now my pets are out of food - have to go to store which defeats the purpose of using this store. What a waste!

Date of experience: March 25, 2019
Wisconsin
1 review
2 helpful votes
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Chewy is the best!
March 22, 2019

I've shopped at different stores and ordered from different websites but chewy is my go-to when all else fails at getting the products I want at the price I want. I don't like to funnel my money too much, but I know that I'll be getting quality products from this site.

Date of experience: March 21, 2019