Chewy
Reviews and Complaints

I have been told that complaints are handled by Customer Reps, Supervisors and Managers-you cannot email a complaint to anyone-they take the info over the phone and you may get a call from a Supervisor but that is the extent. Basically, Headquarters does not want to be bothered by the concerns of the customers-they only are concerned with the big picture.

My simple concerns:
1. Chewy’s phone system is a dinosaur and outdated
2. The packing of the canned food is horrible
damaged cans
gravy from damaged cans all in the boxes
actual maggots in my boxes from the damaged cans
They will give you credit for the damage cans but then you have to shop for
the replacements which can be a nightmare
3. Their Tracking System is not synched with Fed Ex

The Officers need to come down to our level and listen to the customers-I started auto ship when COVID hit and I have a $400.00 order every month. Do not want special attention but would like to be heard and treated with respect instead of my concerns being put in “File 13”.

Joan

Chewy is the bomb! I've been buying stuff from them for like six months now and I gotta say, their customer service is off the chain. I use their autoship feature and it's so easy to adjust the dates and add stuff to my cart. And get this, I've never had a problem with my orders. That's like a miracle or something, cuz most places I order from mess up my stuff all the time.

So, one time I ordered this dog toy and it was a total bust. I left a review saying why it didn't work for me and my pups, and I didn't think anything of it. But then Chewy hit me up with an email apologizing and offering a full refund. They even said my dogs' names in the email, which was so sweet. They really care about making their customers happy and I appreciate that.

But wait, there's more! Chewy sent my dogs birthday cards and even a painting of one of my pups. That's some next-level stuff right there. It's like they really care about their customers and their pets. It's a nice change from those big box stores that don't give a hoot about you.

When I first started using Chewy, I thought it was gonna be expensive. But it turns out their prices are the same or even better than those other discount stores. And the selection is way better. Plus, I don't have to worry about my dogs' food being out of stock at the store. Chewy always delivers on time, if not early.

I'm so glad I gave Chewy a try and I hope y'all do too. It's totally worth it. Plus, if you use their autoship feature, you can chat with a vet for free. I did it and it was dope. Chewy is the real deal, y'all.

So, I heard that Chewy had a server crash (not that they told me, but my vet did) and lost a lot of data and communications. And let me tell you, it caused me some serious problems.

I ordered some prescription food for my dog and then I didn't hear anything. Eventually, I found out that my order was going to be canceled. I called Chewy and they told me to talk to my vet because they hadn't approved the order. But my vet had already approved it and sent an email. I called Chewy back and they said they didn't have the email and I needed to talk to my vet again.

So, I called my vet and asked them to fax and email the approval again, and to CC me on the email. They did it, but when I called Chewy again, they still didn't have it. They told me to email my vet again. I was getting really frustrated at this point because I had already done everything they asked me to do multiple times.

I told the Chewy rep that I was tired of going in circles and that they needed to fix their communication problems with my vet. But then they just told me to email my vet again. It was really frustrating.

I think Chewy needs to do better. Here are some suggestions:

#1

Customers shouldn't have to do your job for you. I spent hours on the phone with Chewy and my vet because of their system failure. Chewy has great customer service, but it's all for nothing if they can't get their act together.

#2

The communication between Chewy and the pharmacy is a mess. It's really confusing who is supposed to be doing what. If I can't talk to the pharmacist, how am I supposed to solve the problem?

#3

The supervisors at Chewy don't seem to have the same information as the customer reps. I talked to a supervisor and they told me they had the approval form, but then they told me they didn't have it. It's really frustrating not knowing what's going on.

#4

The customer reps at Chewy need to be better problem solvers. They should be able to offer more solutions than just making or canceling orders and sending simple emails.

I hope Chewy takes these suggestions seriously. As a customer and a shareholder, I'm really concerned about their communication problems.

I've been buying from Chewy for a few years now, and I gotta say, I've spent a lot of money on my rescue cats. I've placed over $3300 in orders with them, and I've always been pretty happy with their service. But recently, I had a bit of a problem with an order I placed. I ordered 4 cases of canned organic cat food, and when it arrived, the food was past the expiration date. I was pretty upset about it, but the company apologized and said they would send me a new order. When that order arrived, it was also expired. I was pretty frustrated at this point, and the customer service rep recommended that I ask for a refund, since it seemed like there was a problem with the food being shipped out of date. They also offered me an additional 15% discount on my next order, which I thought was pretty nice of them.

So, when it was time to place my next order, I decided to take advantage of the discount and the rewards I had built up from my previous purchases. I placed a pretty big order, totaling $1,007.15. With the discount, it came out to $755.36, which I thought was a pretty good deal. But when I went to check out, I noticed that I was being charged $104.49 for shipping. I was pretty surprised by this, since I had always gotten free shipping on food orders over $49 in the past. I called Chewy to ask about it, and they told me that they had changed their policy and that I would have to pay for shipping now. I was pretty disappointed by this, since I had been such a loyal customer and had spent so much money with them over the years.

I called back a few times to see if I could get a different answer, but every time I was told the same thing: that I would have to pay for shipping now. I even emailed them twice to see if I could get a different response, but I never heard back from them. I was pretty frustrated by this, since I had always recommended Chewy to other pet owners and had been such a big fan of their service. But I needed the food for my cats, so I went ahead and placed my last order with them for $859.85.

Overall, I have to say that I'm pretty disappointed with Chewy. I've spent so much money with them over the years, and I feel like they didn't really value my business in the end. I understand that policies change, but I feel like they could have done more to keep me as a customer. I'll have to find another supplier for my cat food now, which is a shame, since I really did like Chewy's service.

I can't believe the experience I had with Chewy! I was browsing through their website and found some great deals on pet supplies. I was so excited to use two promo codes that I found, which would have saved me a lot of money. However, when I checked out, I was charged full price. I was confused and frustrated, so I reached out to their customer service team.

I received a response from Sarah D. who explained that I couldn't use two promo codes. I understand that, but what I didn't understand was why the site reflected the price difference in my shopping cart total when I entered both codes. Sarah D. suggested that I use the ENJOY20 discount on my next order, but that wasn't enough for me. I had spent $200.00 on my order, so a $40 discount made a huge difference.

I called their customer service line to speak to someone about getting a refund for the difference. The lady I spoke to kept interrupting me and repeating that I couldn't use two promo codes. I tried to explain that I wasn't asking to use two promo codes, I just wanted them to honor the better discount of 20% off. She also told me that the ENJOY20 discount had expired, which only confirmed that their site was glitchy and their staff was uninformed with their codes.

The girl on the phone refused to make any adjustments and said she couldn't refund me anything. I was so frustrated that I started to vent about how I couldn't believe she wasn't even listening. Eventually, she came back on the line and said she was listening, but she had taken the phone from her ear and started having a separate conversation with someone else. I couldn't believe it!

I asked to speak to her supervisor, Mike, who also refused to refund me anything. He suggested that I go to their parent company, Pet360, going forward because maybe they would "better suit me." I was so disappointed with their customer service. A good company with good customer service would have honored this due to the unclear rules on their website and misleading glitch on their website that showed me the total with the 20% reflected.

I do most of my pet good ordering online and am a great customer and shop a lot for my pets. This company lost a good paying customer over $40.00. I understand it's only $40, but when you're spending $200/month on your pet, this makes a difference and they just did not seem to care at all for customer service. I hope they improve their policies and train their staff better in the future.

Chewy used to be a great company to do business with. I loved spending my hard-earned money with them. I used to spend around $150-$300 per month with them. But, things have changed in the last several years. In my opinion and experience, their shipping departments are run and staffed by idiots. I have requested common sense packing so many times, but I always receive crap as a result of their lack of packing skills, or lack of caring, vindictiveness, or who knows what. I am tired of the canned responses, the lack of urgency, and the excuses. Chewy has turned into a CAN'T company, and it's frustrating.

While they do eventually send a replacement order and refunds, it takes a lot of time and effort on my part. The "customer service" reps always say they are forwarding the problem to their "higher-ups" so it can be resolved, but nothing ever changes. Shipping issues continue to happen, and it's a huge time waster for me. I wonder about all the positive reviews they get. I have been a customer for many years, and they treat me like crap. I tend to think Chewy churns and burns customers, in that you may, as a new customer, get great service, till you don't, then welcome to the Chewy Pewy club.

I have to waste huge amounts of my time to get them to do their job in an acceptable manner, which in itself is unacceptable. You would think that the CEO, Sumit Singh, would address these issues, but then, perhaps, he is too HIGHER UP to bother with us lowly customers who keep holding out hope that Chewy will become the great company they used to be, before they got sold to PetSmart. Chewy has gone from a reliable honest company to an unreliable company, and it's disappointing.

My desire is that Chewy gets their act together and becomes the reliable, honest company we all used to love. I am pulling for them, but my patience is close to running out. The most recent shipment I received today about sent me over the edge after years of putting up with Chewy's incompetence in the shipping area. I had 6 cases of Authority canned cat food and one bag of Purina One dry kibble. I requested they pack it in two smaller boxes, but they said they could not do that. I requested extra packing, but as you can see, not a lick of packing material anywhere. In fact, they used the PRODUCT as packing. This order was "fulfilled" from their Goodyear, AZ location. I cannot tell you how many times in the last several years, I have had this very problem. Over and over and over.

Once in a while, the product arrives okay, but mostly not. I finally told Chewy that anytime I get an unacceptable order, I will call them every single time for a replacement. Unacceptable as in not something I would place in my cart if shopping in person at PetSmart. I would not buy bashed in cans. Of course, they are sending all my info to the "higher-ups" and refunding my money and sending me out a replacement order that will arrive in 3-5 days. Refund 3-5 days as well. So you say, what are you $#*!ing about then? It's really very simple, though Chewy makes it so hard... I just want what I ordered, shipped to me in the time frame promised, in good condition. If those conditions were met the first time, then Chewy would have a happy customer, and Chewy would save money by not having to redo orders. It isn't rocket science. Just do it right the first time, Chewy.

Come on, Mr. Singh, bring back the Chewy that we all loved before the buyout. Thanks for listening.

I gotta say, my first time ordering online was a bit of a disaster with Chewy's pharmacy. I thought I'd save some cash during the pandemic, but boy was I wrong. The communication was all over the place and I ended up getting charged for more than I ordered. At first, they said they couldn't get in touch with my vet for the prescription items, so they cancelled my whole order and promised a refund. But I still needed the items, so I reordered them separately. Then, they sent me another email saying they were sending my items separately because they couldn't get in touch with my vet. What gives? I had to cancel my redo orders, but the non-prescription items showed up eventually.

Then, they sent me another email saying my vet only approved one medication, not both. I was confused and frustrated, but my vet said they approved both and would resend approval just in case. When I called Chewy's, they said my vet had sent approval for both prescriptions and they were already in the mail. But then, I got another package with extra boxes of the prescription they originally said was denied. And to top it off, they charged me for all three packages separately. I had to call Chewy's again and they promised to send me a return slip and refund me when the package arrived back at their facilities. Thank goodness I used a credit card. Their customer service reps tried to be helpful, but I think their hands are tied. It's just too complicated to order online. I'm just praying they actually send me a return slip and don't try to send me any more items at my expense. I'm so ready to be done with this. Even though it's a little more expensive to buy my prescriptions at the vet, it's worth it to avoid the hassle. Never again.

I have been in the customer service industry for over 50 years, and I can confidently say that Chewy is one of the best companies I have ever done business with. I have been a loyal customer for over three years, and every time I have had an issue with an order, Chewy's customer service representatives have resolved it immediately and with a smile. They are always pleasant to speak with, and I appreciate their dedication to providing excellent service.

However, I have noticed that some customers can be quite entitled and abusive towards Chewy's employees. It is important to remember that we are currently in the middle of a global pandemic, and many companies are understaffed and struggling to keep up with demand. Even Amazon, the largest online retailer in the world, is taking up to six weeks to ship orders. So, if Chewy takes a little longer than usual to ship your order or makes a mistake, please be patient and understanding. Everything is fixable, and there is no need to leave negative reviews or scream at customer service representatives.

Chewy's employees are risking their lives every day to provide us with the products we need to care for our beloved pets. They deserve our respect and gratitude, not our abuse and entitlement. I was touched when Chewy sent me sympathy flowers after one of my cats passed away, and it just goes to show how much they care about their customers.

In conclusion, I want to thank Chewy's employees for their hard work and dedication during these difficult times. You are our heroes, and we appreciate everything you do for us and our pets. To all the entitled and abusive customers out there, please try to show a little compassion and understanding. We are all in this together, and we will get through it together.

I've been using Chewy for my cat's food and Breeze litter supplies for a few years now through their subscription service. I've had a pretty good experience with them until recently. One time, they didn't have the exact items for my subscription in stock, and I got an email saying I could order replacement items with free shipping (code provided.) The problem is that the code didn't work, and I had to buy extra product to get free shipping. I figured it would get used, so it wasn't a big deal. Then the item came back in stock, and they shipped the subscription! Suddenly I was buried in product and had spent way more than I had budgeted for! I thought it was a fluke until we got a puppy; then this nightmare happened:

I ordered the 54" x 34" x 30" Frisco Heavy Duty Enhanced Lock Double Door Fold & Carry Wire Dog Crate & Mat Kit.

It arrived in a box that had been previously opened and then taped shut again. All the cables to secure things inside the box had been cut, and the pieces had all been shoved back into the box in such a way that they were all caught on each other and bent badly (despite being a heavy-duty metal crate.) We had to cut the box open to get the pieces out. It then took us over an hour JUST TO SEPARATE the parts and another two hours to assemble (as it required bending many of the pieces back into place as much as possible.) When we finally got it together, we discovered that the side door did not latch or swing properly due to bending in the frame (we tested the door before assembly; it swung and latched fine. However, once held "straight," there is not room for the bent pieces to flex enough to work.) Also, the bars don't line up with the latching mechanism. Finally, the ad says (in three places) that there is a divider, but there was not one in our box.

Chatting with a Chewy rep, I asked to be sent a replacement panel for the one broken side preventing us from using the crate as intended. I was told this could not be done. I was offered ONLY two options:

1. Spend another $216 to buy another crate and eventually get a refund or
2. Request a replacement

BOTH of these options, I was told, could be completed ONLY AFTER I disassemble, rebox, and return the entire crate we had just finally put together. Other than repeatedly saying that they understood I was frustrated, there was no consideration for the time and energy I had already spent assembling the crate, the time and energy I would have to spend disassembling the crate, the week I had already spent waiting for the crate to arrive, or the month (at least) I would spend with a puppy but no crate because I would have to wait 5-7 days for the box to arrive, then rebox the crate, then notify Fex ex it was ready to be picked up, likely wait 1-2 days for them to pick it up, wait 5-7 days for the box to get back to Chewy, wait god knows how long for the replacement to be processed, wait 5-7 days for the replacement to ship out, cross my fingers that the replacement wasn't also broken, and finally assemble another 32 cubic feet of crate.

It's not my fault that Chewy failed to verify that the previously returned item was not damaged. It's not my fault that Chewy failed to confirm that all the pieces were in the box before reselling it. It's not my fault that the crate is bent so badly that it doesn't work properly. But Chewy apparently thinks it should be entirely my responsibility to do all the work (multiple times,) be out twice the cost of the product, buy a replacement box, be without the product I paid for, and/or eat the loss entirely.

I did not ask for a free crate. I did not ask for a discount on my crate. I did not ask for a credit. I did not even ask them to provide me with the missing divider. I ONLY asked them to replace the one panel, which was so broken it rendered the entire crate non-functional! I do not find this to be acceptable customer service.

So, we suspended our subscriptions and sent in a review of the crate, including our opinion of Chewy's service. That review is "under review" (and has been for four days as of 05/08/23.) We will see if they actually care or not. In the meantime, if you get a large or bulky item that appears damaged in any way, send it back immediately. Don't try to work with it, or you might be stuck with it.

I recently had an experience with Chewy.com that left me feeling extremely disappointed and frustrated. I called Chewy to place an order for the Paws & Pals Jogger dog & cat stroller on August 6th, 2019. I spoke with a customer service representative named Matt who placed the order for me. When I received the stroller, I was surprised to find that it was not at all like what the sales representative had described. The stroller required assembly with screws and other pieces that were not included in the box. There were no instructions or video available on Chewy's website to help with assembly. Additionally, the stroller was of poor quality and had foam padding on the inside that was already torn.

I immediately called Chewy.com to speak with a supervisor about these issues. I spoke with a supervisor named Justin D. and explained the situation. I requested a full refund of the $65.27 I had paid for the stroller and asked for a return label to be emailed to me so I could ship the stroller back. Justin D. emailed me a return label on a PDF, but I was unable to open it on my computer. When I asked him to email the label to the FedEx location where I was going to take the stroller, he stated that they do not do that. He promised to have his team email the label on a Word document the next day, but I never received it.

The next morning, I called Chewy.com again and spoke with another supervisor named Nathaniel L. He stated that it would take about 10 business days for me to receive the label, which was unacceptable. I needed to get the box out of my living area and receive my refund so I could order a new stroller for my special needs dog. I called Chewy.com a third time and spoke with a female supervisor who asked for the FedEx email address. She emailed the label to FedEx, but when I arrived at the store to ship the stroller back, the label was incorrect and I was unable to send the box back to Chewy.com.

I called Chewy.com again and spoke with a supervisor named Brian V. He emailed the incorrect label to FedEx again, even though I had already explained that it was incorrect. I had to ask him to stay on the line until he sent the correct label to FedEx for the third time. Finally, the correct label was sent and the nightmare of the stroller was over.

Throughout this experience, I spoke with multiple supervisors and customer service representatives who were unable to help me. It was extremely stressful and time-consuming, and I am still waiting for my credit to be placed back on my credit card. I am disappointed with the incompetence of the people working at Chewy.com and will no longer recommend them to my friends or family members. This experience was a waste of my time and caused unnecessary stress for me and my special needs dog.

Chewy's Pharmacy claims to have quick deliveries and the ability to fill your prescription without any issues. However, my experience with Chewy has been quite the opposite. I would like to warn others about the issues I have faced with Chewy Pharmacy.

Firstly, Chewy does not expedite drugs as they claim. From the time they receive a prescription or validation from the vet, to letting it sit in queue, then to filling it, and then an additional delay is getting it processed to the FedEx area for the "2-3 day shipping", that time period exceeds any 2-3 day turn around expectation of the company's claim.

Secondly, Chewy Pharmacy has the right to, can and will change the amount of drugs that the vet writes in a prescription and has the right to only send you a portion of your prescription. To receive the remainder of your script, they will inform you that you need to request the remainder as a refill, paying additional shipping costs to receive it.

My experience with Chewy has been quite stressful. I had to request a prescription for DOXYCYCLINE for my sick dog. Chewy received the prescription on 1/24 and decided to do a partial fill of the prescription 3 days after the subscription was received (expedited order) --filled by pharmacist on 1/27. Chewy Pharmacy decided on their own to reduce the scripted amount of #46 tablets by 14 tablets! They then split #32 tablets into 2 vials-- #16 in each vial? Only preparing to send me 32 tablets of the 46 prescribed by the vet.

Chewy then waited an additional two more days before sending the partially filled prescription out to FedEx for shipping on 1/29. I was notified that shipment was sent to FedEx on 1/29 with a "hopeful" delivery of the 2-3 days "expedited shipping" delivery statement" of 1/31-- from Chewy.

I called the 24/7 line for Chewy and spoke with a Pharm Tech about the reduced prescription amount, the delay in the processing of the prescription, as seen on their invoice and why it was broken down into 2 separate vials of #16 tablets each; as if it was two separate prescriptions. I continued to question them as to where were the #14 missing tablets and why were they removed from the #46 requested by the vet's script. I further wondered and asked why did it just leave Chewy's pharmacy for the FedEx delivery five days later (on 1/29) for an expedited delivery they claim takes 2-3 days.

The Pharm Tech had no idea what had happened involving this prescription and the entire way it was handled. They are kind and try to help. They saw the 14 tablet reduction and said they were placed into a "refill" status. I could request the #14 tablets be sent, as a refill, in another order. (A third vial... made all from one prescription) They gave me my additional billed amount due and said they would waive the shipping costs due to all the issues with the order. I agreed but they knew I was a very unhappy client.

A short time later, I received a call from the Supervisor of the Pharm Techs. She said she was sorry about the mix-up. She informed me it was a "computer glitch". The computer read the script as two vials of 16 tablets. I made a comment and questioned how Chewy now has artificially intelligent computers that will change the data input of an order and how it could randomly decide to divide the order in 2 packaging labels in multiple vials...by itself?) She apologies and doesn't quite understand what happened.

I was again informed that the 14 remaining tablets were in "refill" status. She repeats that I can request the refill. I question how can it be "refill" when it is part of an original script that was changed by Chewy pharmacy into two separate orders of 16 tablets? She does not know and offers apologies and informs me that Chewy holds the right to send out partially filled scripts. She tells me, though, that they will send out the 14 tablets free of charge. She also says she wishes she could offer the entire order for free, for all the issues, but that she does not have the authority to do so as a Supervisor of Pharm Techs.

She reiterates she will look into why this order changed from the original script and has had such delays and issues. After further requests concerning the delay on a paid expedited order and reason for the script changes, I ask if Chewy can change a vet dosage for a prescription. She says, yes, they can. I also question the computers "ability" to "decide" on all the changes as normal computers only react to data input. They normally do not have the ability to randomly decide to make the changes in such a manner, as the described "glitch". The Supervisor apologies (yet again) and says she will now give me the entire order for free. She will refund all money for the full prescription of the correct amount of 46 tablets sent to me in three separate orders.

This entire timeline from the start of dealing with Chewy pharmacy on 1/12 which I didn't even go into, (an order request for Chewy to "call the vet" for approval), to the mail-in prescription order... was so stressful and such a clustered confused mess, that I will never deal with Chewy Pharmacy in ordering a vitally important drug needed for a sick dog, who needed it ASAP.

They are obviously far too inundated and short-staffed to deal with high priority expedited orders. They are a hot mess! The whole process of trying to get this prescription filled has been quite stressful to say the least.

My dogs are more important to me than trying to save this buck via the Chewy pharmacy. My advice is to get your script and go to a local pharmacy. I know our CVS will fill them. It is still costly... much more so than Chewy prices. If you don't need your script in a hurry (because the whole expedited claim is a hidden falsehood), then sure, order from Chewy Pharmacy and hope you get what the vet prescribes. But if you need meds for a sick dog, let this be your warning.

I have been a happy customer of Chewy for many years until now.. I support 3 dogs and 2 cats that reside in 3 different addresses. The dogs eat prescription food. One of the dogs lives and travels with me between Florida and TN. I have been using Chewy's autoship for 3+ years for all my pet's needs, shipping to different addresses without a problem. I spend thousands of dollars a year.. Now Chewy has begun blocking the orders and expecting me to call and review my identity every time an autoship comes up. I was told by a rep this morning that if i cancel the autoships and placed the orders when needed the problems will go away. I did that and Chewy just blocked the 3 orders I placed this morning. No one seems to have a solution. This is unacceptable and unnecessary since my orders are placed AFTER I signed in to my account

chewy@paws.chewy.com so I placed an order with Chewy just to try and give them a chance to show me they had worked out previous kinks and on the 01/01 2024 they debited my account for $205.60 and my bank confirmed it so not only did they get my money its tied up now for an investigation and that leaves me in a spot I'm having to spend my rent money to now feed my babies I'm truly just in tears over this I've never been late with my rent in 6 years

I have reviewed several of my orders at Chewy, I buy from them frequently, and see a variation of sales tax charged from 4-5% up to 10%. On one recent order in particular, Fed X lost it, so a replacement order was put in. Both orders had the same items, same pricing. The first order that was lost had a sales tax of around $8. The replacement order had a sales tax of around $16. I called and have emailed asking someone contact me. They said via email reply they forwarded my issue on then when I sent a follow up email they replied pricing changes due to market value...that has nothing to do with my Missouri sales tax rate. I replied, but have not heard back.

I've been using Chewy for my pet products for about a month now and I have to say, I'm not impressed. My orders are usually around $120-$150 in size, but the first order I received looked like someone's returns that were opened. There were flea meds and some other things that were messed up. I called the company and asked for a supervisor, but had to wait on hold for 45 minutes before finally getting through. The supervisor fixed the problem by re-sending the materials that were messed up.

The second order I cancelled later in the day, but they shipped it anyway. No big deal, I just donated it to a local shelter. But the third and final order was a real headache. I ordered it online 2 days ago and got the order confirmation, but today, 2 days later, I still hadn't received a ship notice. I called and spoke with customer care, but they weren't sure what was going on. They told me it hadn't been boxed yet. What? I needed that like yesterday. I asked for a supervisor and waited on hold for another 40 minutes. When D Robinson, the supervisor, finally got on the line, she told me she would check and get back to me. I told her I needed to hear from her today or I would cancel the order and find another company. But 4 hours later, I still hadn't heard anything.

I called again and asked for a supervisor, but had to wait on hold AGAIN for 42 minutes. When he finally got on the line, he told me the order was being processed. What about notifying the customer like they said they would? The previous supervisor said she would absolutely call me back no matter what, but it was like they didn't give a [censored]. I told this supervisor about our exchange and his excuse was, "well maybe she got busy with another customer." Seriously? What crap.

He asked what he could do to fix the situation since I now have to wait another 3 days for my order to arrive. I told him to expedite the shipment, but he said they couldn't do that because it was already in process. BS. Okay, well guess what? Three strikes and you're out! I am done with their excuses, wait times on hold, and the BS shipment excuses. If I were you, I would find another supplier. These guys are going to end up like Pets.com (DOA).

I've been shopping at Chewy for a while now, but my last order was a complete disaster. I had to deal with their customer service, and it was a nightmare from start to finish. I was trying to get them to reverse my order, but it was shipped twice. I had to talk to Caralina, who was just plain rude. She escalated my problem to Gina, who left me a voicemail saying she enjoyed chatting with me. I never even spoke to her! I finally talked to Jimmy, a higher-level manager, and he agreed to send me the tracking info. He also promised to follow up later that afternoon to see if he could stop the package. That was last Friday, and I still haven't heard from him. He was supposed to let his supervisor, Kelly Derkin, know to call me back first thing on Monday morning. When I called her, she said she thought the problem had been solved, so she never called me back. She then asked me how Chewy could keep me as a customer. I requested to speak with Ryan Cohen, the CEO. She said she would see what she could do and call me back. She did call me back, but Ryan didn't call me. Instead, a man named Scott called me on his behalf. Apparently, Ryan doesn't keep his commitments, as I rearranged my schedule to be there for his call. I was disappointed that Ryan didn't care about me as a customer, so I decided to sever my account. I wouldn't recommend doing business with this company. Scott made excuses for Ryan, saying he was visiting warehouses, but I suggested that he could have easily called me from his cell phone or emailed me. Ryan, the CEO, doesn't care about his customers!

Been a Chewy customer for years and always been happy with them. But now they're using OnTrac to ship my orders and it's taking forever. Used to get my orders the next day, but now it's been 10 days and the package only traveled 357 miles. First customer service was good, they refunded part of my order and said they'd use a different carrier in the future. Second experience was okay, they sent a replacement order for free and said it would be shipped with Fed Ex, but it was still OnTrac. Third experience was bad, I asked for a refund for my first order and was told they can't guarantee which shipper is used. They said OnTrac is owned by Fed Ex, which isn't true, and that Fed Ex is experiencing delays, which I don't know if it's true or not. My first order never arrived and the replacement order is going to be 4 days late. Now I have to find prescription pet food for my cat locally.

I recently had an experience with Chewy that left me feeling disappointed and frustrated. My dog has several health issues, including arthritis, congestive heart failure, and atypical Cushings disease, which require him to take prescription medication. Unfortunately, due to Hurricane Ian, I was unable to get the medication from my vet and had to wait for a week before I could get the written prescription. Once I had the prescription, I paid almost $60 to overnight it to Chewy on October 3rd. They received it the next morning and called me to confirm they had received it and would be shipping it out immediately. I was told that I should receive it by October 8th.

However, on October 8th, I received an email from Chewy stating that the medication would not arrive until October 10th. When I called FedEx to inquire about the delay, they informed me that it would not arrive until October 13th. This was concerning to me, as my dog needed his medication to survive and it was stuck in Ellenwood GA, an area that had been hit hard by the hurricane.

I reached out to Chewy to see if they could help me in any way, but they were unresponsive and unwilling to assist me. I was disappointed that they did not have a plan in place for natural disasters like this and that they were not willing to think outside of the box to help me and other pet parents in Florida. As a longtime customer of Chewy, I was shocked and saddened by their lack of empathy and willingness to help.

In the end, I canceled all of my autoships and closed my account with Chewy. I cannot recommend them to anyone who has a pet with health issues that require medication. It is important to have a company that is willing to go above and beyond to help their customers, especially during times of crisis. Chewy failed to do this, and I will never use their services again.

I gotta say, I run a business and I'm all about making my life easier. I mean, who isn't, right? So when I found out about Chewy, I was stoked. I could order my mom's cat's special food online and have it delivered right to her door. No more driving to the vet and wasting time I could be spending on my business. Plus, it was cheaper than buying it at the vet. And the best part? I could put it on AUTOSHIP! That's right, I wouldn't even have to think about it. It would just show up at my mom's house when she needed it.

But let me tell you, it hasn't been all sunshine and rainbows. I had to get a script for the food, which was a pain, but I did it. And I sent it in when I set up the order. But it's been months and nothing has shipped. I've gotten email after email from Chewy asking for the script, even though I've already sent it in twice. And then they tell me they have it and they'll ship it, but then they don't. It's like, what the heck, Chewy?

And now they're telling me I have to send in a new script every time they ship the food. Are you kidding me? That's ridiculous. I did autoship so I wouldn't have to think about it. And now I have to remember to send in the same script every month? No thanks.

I'm so frustrated with Chewy that I'm just going to cancel the whole thing. I'd rather drive the extra 25 minutes to the vet than deal with this nonsense. And don't even get me started on the fact that there's no "script refill deal." The cat needs the food when he needs it. It's not like we can wait around for Chewy to get their act together.

Overall, I'm really disappointed in Chewy. I thought they were going to make my life easier, but instead they've just caused me more stress. I won't be using their service again.

I've been a Chewy customer for years and I used to love their customer service. They always gave me great advice on what to buy for my pets and their packages always arrived on time. But lately, things have gone downhill. Packages are always late and I often receive notices that my items have been damaged en route. This is a huge inconvenience and Chewy should take the initiative to send a replacement order without me having to call them. And when I do call, I'm on hold for what seems like forever until someone who clearly doesn't want to be doing customer service finally answers.

Chewy recently opened an online pet pharmacy which sounded great, but my experience with it was a disaster. They lost my paper prescription that I had to send them by snail mail, at my own expense, and then claimed my vet refused to approve two prescriptions. When I contacted my vet, they were shocked and said Chewy never reached out to them. I forwarded the email from my vet to Chewy, but they said there was nothing they could do. I asked to speak to a manager and a woman named Veronica or Victoria came on the line and demanded that I submit to being recorded. When I said I would also record the call, she hung up on me.

It's frustrating that Chewy used to have great customer service, but now it seems like they don't care about their customers anymore. I can get everything I need from other providers or my local pet supply store, so there's no reason to use Chewy anymore.

Chewy is a pretty good website, but sometimes you gotta deal with bots. I had an experience with one of them recently and it wasn't the best. I was trying to figure out what was going on with my orders and the bot, Jamal G., was trying to help me out. But it was pretty obvious that it was a bot because it kept giving me canned responses.

I was getting pretty frustrated because I just wanted to know when my stuff was going to ship. I mean, I paid for it already, you know? But Jamal G. kept telling me that they were out of stock of one of the items I ordered, so they couldn't ship it yet. I was like, "Okay, can you ship the other stuff then?" And Jamal G. was like, "Yeah, if we have approval on file it'll ship in 24-48 hours and arrive in 1-3 business days." I was like, "Seriously? WTF?" because it was just repeating itself.

Then Jamal G. started talking about the Dallas Cowboys winning and I was like, "I don't give a $#*! about sportsballers, can you just tell me when my stuff is going to ship?" And Jamal G. was like, "I'm not a bot, I swear!" But it was still giving me the same canned responses. I was getting pretty fed up and told Jamal G. that I was going to go somewhere else where there were real people.

Jamal G. told me that I could call them if I needed to talk to a real person, but I was just done with it. I submitted my approval and left. Overall, Chewy is a good website, but dealing with bots can be frustrating.

I gotta say, I'm not trying to be mean or anything, but the customer service at Chewy needs some serious work. I mean, I ordered some prescription flea medication for my five dogs on June 23rd, and it's been like two whole weeks now and they're still suffering from fleas. They're biting and scratching themselves like crazy, and you can see the redness on their tails and backs. It's just not right, you know? I usually get my flea meds from 1-800 pet meds, but I saw some holiday deals on Chewy and thought I'd give it a try. Big mistake.

So, I placed my order on June 23rd, and I knew they had to contact my vet to confirm the prescription before they could ship it out. But it took them until June 29th to ask me to verify my information, even though I'd ordered from them before with no problems. I called them up and gave them my info, and they said my order would be shipped out soon. But the next day, I got an email saying my order had been canceled because I needed to verify my info. Even though I already had! I sent them proof and asked them to replace my order, but then I kept getting emails saying it had been canceled and I needed to verify my info. Every day since June 29th!

Finally, I called them up again and asked them to place my order again, because my poor dogs are almost bleeding from all the biting and scratching. And you know what they told me? They haven't even contacted my vet yet! And they probably won't be able to until after the holidays. So I'm not gonna get my order until the week after next. That's almost a whole month since I placed my order! I'm sorry, but that's just not acceptable. My dogs are suffering, and Chewy is just making it worse.

I'm really disappointed with the service I've gotten from Chewy. I mean, I get that they're busy and all, but this is just ridiculous. They could have contacted my vet weeks ago, but they didn't. And now my dogs are paying the price. I don't think I'll be ordering from Chewy again anytime soon.

So, my little fur baby was diagnosed with a heart condition and the vet said she would need to be on medication for the rest of her life. I was worried about how I would manage to get her medication every month, so I decided to try Chewy. I thought it would be a great idea to have her medicine auto shipped each month so I could feel at ease that she would have it.

However, from the beginning, I had issues with Chewy and my vet communicating for the prescription approval. My vet said they never sent an approval request, but Chewy said they did. Meanwhile, my fur baby was waiting and in need of her medication. This led me to just going to my vet and getting a few pills until they got things straightened out.

After that ordeal, I finally had things going and my order was coming in each month. Until a few occasions where I would not get my prescription on time, so I'd have to yet again go to my vet and get a few pills to hold my dog over. Then it would get back on track and shipments would come on time.

Now, as soon as I get comfortable and get to feeling a bit secure about my dog's medicine coming consecutively, I get a shipment with just one of her medications in the package! No warning, no explanation, no email, nada. So I called to see what was the issue now. I was told by one person that they made a mistake and she would have the other medication expedited. Two days later I checked and the medication was "pending shipment". I called again and was told that it was noted that the meds were back-ordered "again I was not aware" however that was a crock because the first person I talked to said it was in back order so she didn't understand why both prescriptions weren't shipped together. THEN I was told by this person that it wouldn't get to me until Tuesday, which meant my dog wouldn't have this pill for 6 days! NOT ACCEPTABLE! So what do I have to do AGAIN? Yup, go to my vet and pay yet again for a few pills to hold her over until the shipment comes in.

I'm really sick of these people with no regards for pets that rely on their medicine for their livelihood! It's like they don't care or understand the seriousness of it all. My fur baby has a heart condition, hello, that's pretty serious. Needless to say, I'm over this Chewy company and will be finding someone a lot more dependable and a lot less stressful for my little family. This is most definitely my last shipment. They have totally lost my business, and I would never recommend them to anyone I come in contact with.

I gotta say, I had a pretty rough experience with Chewy. I ordered some heartworm prevention for my two dogs on July 13th, and they said they'd contact my vet for authorization. I even called my vet to let them know to expect a request. But after a few days with no update, I called Chewy's customer service and they said they hadn't heard back from my vet. So I called my vet again and they said they hadn't received anything from Chewy. I told Chewy that my vet only accepts phone calls for authorizations during certain business hours, but they reassured me that they'd have their pharmacy call the vet.

Fast forward to July 21st, a whole week later, and I get an email from Chewy saying my order is about to be canceled because they haven't received authorization. I called Chewy and my vet to see what was going on, and my vet confirmed that they still hadn't received a call. But then Chewy changed their story and said they sent a request through an online portal, even though I specifically told them my vet only accepts phone calls. And to make matters worse, the request was useless because my vet doesn't have access to the portal anymore.

I called Chewy again and spoke to a really rude guy from Dallas who said my order was going to be canceled because they hadn't received authorization. But that's not my fault! They said they'd make a phone call and they didn't. And it's their job to reach out to the clinic or doctor, not mine. If I had known it was going to be such a hassle and that they wouldn't actually make phone calls, I would have gone somewhere else. My dogs are at risk without protection because of their incompetence.

Not only did our package arrive late, the box was an absolute mess. The delivery driver is lucky I was not home at the time as the package would have been rejected. You really need to ditch whoever you use for shipping. This is not the first time we have run into this with chewy deliveries. If this happens again I am cancelling our subscription all together.