ChewyReviews 1,100

Chewy is Amazing! We've been customers for years now and we've never had a problem that wasn't resolved quickly and efficiently. When our sweet Durango passed away earlier this week, we contacted Chewy to cancel our auto ship and also to see if we could return any of the items that we had just received that were unopened. Not only did they send us a heartfelt email expressing their condolences, but they also refunded us for the entire last order, and they also sent us a beautiful flower arrangement yesterday with thoughtful card. There are no companies that we can think of that go above and beyond with their customer service, making their customers feel like family. We will definitely be using Chewy in the future when our family is ready for another dog.

Not shipping on weekends, but they " process" your order on a Thursday! Message says shipped on Thursday, no no no it didn't. Shipping late on Monday!
Always out of food and still need a store. Not convenient at all. Third month….third non delivery on time.

My mom can always find what I need from medications to treats and food
THANKS for the birthday card,
Love, TINK

I notify them that my cat Simba passed away Monday 1/2/23. First I got a very heartfelt email then Tuesday afternoon I got a lovely bouquet of flowers with a beautiful handwritten card.
I can't say enough about their customer service. It's such a breath of fresh air to be treated as a person and feel you matter.

5 days after losing Lulu Chewy sent me flowers in memory of Lulu. That was the most caring thing a business could do. I want to thank them for always getting Lulu's medicine to us in a timely manner. Thank you for caring and sending the beautiful flowers.

I had been an auto-ship customer of Chewy, since 2010, and I canceled in 2022. My average monthly purchase 250-300 per month.
The problem is with their shipping (FedEx) and their preparation of my order. They would pack a box of Milk Bones with a 40lb bag of cat litter and the results, a smashed box of Milk Bones. Dented cans, out of an order of 24 cans, 6 went in the trash, as I would not have eaten the human product and would not serve it to my pet.
Three times my package was delivered to the same neighbor down the street. I had to get in my car and go pick it up, as I had 2-40lb bags of cat litter. On one of the mis-delivered boxes, my neighbor was on vacation, so the box sat on here porch for a week. Chewy did reship, however not before I had to make a run to the store.
Chewy did make it right, but I am not one of these people who wants something free, I want what I buy, delivered as promised. I will say their customer service is TOP Knotch, however they can not correct the monthly problems. Many times I did not complain, as I figured, the last time they did this or that. I guess I should have complained, so they could fix the problem, rather than complain on here.
I was sad to end my 12 year relationship with Chewy, but the monthly frustration was not worth it.
You would think, that Chewy would say, "what happened to this regular customer of 12 years", but NO. I know to them 250-300 a month is a mere pet-ence. (pittance), had to use a little Chewy humor.
I do hope they fix their problems and I do miss my peanutbutter boxes, even though they don't miss me. I did at least get their Xmas card.
The other night I ordered my cats allergy Med. No details on order, was it being prepared to ship? Where is it? I canceled the order and ordered from another site, it'll be here tomorrow with one day shipping.

I had used Chewys years ago but stopped because my 3 dogs wouldn't receive their food on account of FedEx not delivering. Now a few years later I am down to 1 dog and she is on life saving heart medicine so I order through Chewys and what happened today? I didn't receive her delivery because FedEx said they couldn't make delivery even though I am disabled and never left my home. My dog didn't receive her heart medication because FedEx said they couldn't deliver and Chewys said it isn't their fault, its FedEx! They still use FedEx so they obviously don't care if I or anyone else have a problem because they can just say that it's not their fault! If you value your pets life, please don't use Chewys because you will regret it! I will never use them ever again!

They changed my order from small breed to full breed to rip me and my dogs off. The worst. Do not order from them

I always purchase all of our dog food from Chewy. They are prompt, and extremely fast delivery, and lower in price than our local stores in our area. I recently placed an order for kitten chow, puppy chow, adult cat and adult dog food, and some toys. This entire order is being donated to our local humane society shelter. Very kindly, they rushed the order [free shipping] and included a salmon-kitten treat free! That item will be included with a drop-off donation on January 3. Thank you, Chewy, for outstanding prices, always in stock, and the fastest shipping ever!

I recently had a problem with getting a shipment of prescription dog food. It was the company that was contracted with Chewys that was not delivering. Chewys Customer Service was responsive and compassionate to this problem. Chewys made sure I had another version of the food and gave me money to buy food at a store close to me. They called me every week with progress reports!The situation was resolved and I got my order and it took over a month, but Chewys customers service was there every step of the way! Chewys went above and beyond… they even sent me a get well mug with a wonderful tea because I got sick in the middle of resolving the issue. Thank you Chewys I am a loyal customer for ever! So much better than I expected!

I have had very good experiences with the people I have dealt with on the phone. They untangled some pretty mixed up orders for me! However, there don't seem to be any discounts for the specialized food that my vet prescribes for my diabetic dog. Even the wt loss/control kibble that is over the counter may be indicated for a discount, but then is not allowed when checking out. Overall, Chewy does a very good job.

Have made two orders for prescription meds. First went fine second has resulted in 20 calls which have been a compilation of ignorance and poor communication on the compan's end. I've bee hung up on 5 or 6 times and the matter mat start to be corrected on Tuesday. Fed Ex is the carrier and started the problems. Chewy just piled on the difficulties. Had to get another, very expensive prescription from my vet as still don't have any idea when or if, I'll ever get the life or death medication from Chewy.

First time ordering from Chewy. Cat litter. I never order exoensive items while trying out a company.

Good thing. Order never arrived. They claim to use Fedex home. But my order was parceled out to some company called Ontrac which I never heard of. I do not like private delivery or small delivery services because they always have these type of problems.

When I notified Chewy they claimed of course they were sorry and said it was Fedex. So apparently some employees aren't even aware of the handoff.

My first and last order. At least Amazon let's you choose. If I had ordered by USPS it might have taken a little longer but arrived. UPS, might have cost a little more but arrived. The actual Fedex same thing but then again if Fedex needs an extra company to help I don't know. Holidays not an excuse, no one's perfect but if the post office and UPS can do it no excuses.

Lost a customer. First and last order.

From dog beds and treats to prescriptions fill from my veternarian, I have not been disappointed. Even this heavy dog kennel arrived on time and without a scratch on the box or the kennel. And, the sale price was too good to be true. The bars on this kennel kept him from biting and scratching at the little squares of his other kennel which caused pad injury. There is something for every pet owner on Chewy.

What can I say. Had the worst experience with Chewy. Rcvd an email (12-6-2022) from Chewy to call and verify payment details (credit card). Was reluctant to do so but the email address was from Chewy and I called the 1-800 Chewy number.

Verified the CC with Chewy and requested this new verification policy to go up the chain to be looked at and revised. Was told the order would be processed.

Well a week later rcvd another email (12-13-2022) from Chewy that order was cancelled. So I call Chewy again and was told by the customer service rep that I talked to the verification never was forwarded to the billing department to process order.

This food order was to go to a pet rescue which I have done for the last year and a half through Chewy. I asked to speak to a manager and was connected to a supervisor and was told there was not a manager in the building.

I guess spending close to $3,000.00 last year at Chewy doesn't matter to a large corporation. It may cost a few dollars more but I'll be supporting the mom & pop businesses.

I am not great with technology, I have had some difficulties with trying to adjust my autoship orders on the website. However, every time I call them, no matter the day or time, a human always answers. They are pleasant and able to fix my issue within minutes! I love them.

I normally never write reviews about a company but chewy blows me away. They have the best deals on any and all products for dogs and animals, they sent me a Christmas gift & my heart was so happy. Not only did they write a hand written letter to accompany the gift but they sent us a gift! The gift: I wasn't expecting much- maybe like a toy or with the way it was shaped I thought a box of treats. I opened it and it instantly made me so happy. They made a hand painted picture of my pup! I instantly cried. I have never felt so loved by a company and so cared for. That was absolutely the most amazing gift they could give me. No purchase was made. They just gifted it to me :)

It was a rough day, coming home and finding these flowers from Jade and Chewy. Was a wonderful uplifting experience. Thank you for being a great company so people like Jade stay with you and therefore stay for us and our pet family. Thank you

There are multiple issues primarily with their website programming. Many, but not all, of their customer service people just dismiss my complaints in a VERY chauvinistic way, not taking anything I report seriously. For the last 3 months many times when I try to add an item to my monthly autoship order it never makes it there - or even to the cart they think I am routing it to in my stupidity. This has never been fixed so just keeps happening over and over and over. Well now I am done with Chewy. I have had more than enough of their oh-so-so-smug self-satisfied ways! There must be another company that would be happy to feed my 5 dogs and 3 cats without all the hassle or undisguised customer-unfriendly treatment.

For my accompanying picture: My invoices were from a month ago and no longer available so I took a copy of my last purchase from the Chewy website and placed it here in a Google Doc which I copied below

PLEASE REMOVE THE FOLLOWING FROM MY REVIEW. It will not let me copy this to your "picture" box and for some reason Microsoft is NOT transferring my iPhone pictures to the computer.

Account › Orders › Order #*******451
Order #*******451
Placed on Oct 31,2022
View or Print Invoice
Sent to

Paid with
Xxxxxxxxxxxxxxxxx
Summary

Item(s) Subtotal:
$293.48
Flat-Rate Shipping:
FREE
Autoship & Save Discount:
-$12.44
Sales Tax:
$23.19
Order Total:" $304.23 Delivered Tue, Nov 1