Chewy
Reviews and Complaints

Bioresources operates massive facilities that are among the world’s largest breeders of dogs, cats, ferrets, pigs, and other animals for sale to laboratories.

The multinational conglomerate also owns Marshall Pet Products, which makes toys and other merchandise sold by Petco, PetSmart, and Chewy. Petco also sells live ferrets obtained from Marshall.

At Marshall, animals are confined to barren, windowless buildings. The company has been cited for housing dogs and ferrets inside filthy, decrepit wire cages in buildings teeming with mice and flies and for failing to provide animals with adequate veterinary care.

I urge Chewy to reconsider it's relationship with Marshall

Companies that claim to care about the well-being of animals shouldn’t have dealings with or support the merciless, fatal animal experimentation industry!

I made a first-time order with Chewy May 5th and got that order fairly quickly. So, I decided to start an auto ship May 11th for dog food and goldfish food. Now when I placed the order, I was not thinking about needing to verify any information as far as what card did, I use or what address was my order delivering to because they had all that information for the first order. I was getting concerned after 3 days so I called to get the status of the order on May 13th. I was told they did not ship because I didn't verify information that I thought was very unnecessary because they already had this info. I asked the question of why and I didn't get a answer that made sense. So informed that she was get with the shipping department to get this shipped. The order didn't ship until May 15th. Then I received an email saying that there was a delay with the order, and I was like whatever. I waited this long; I can wait longer. (Yeah right). As of today, which is May 18th I have received 5 out of 6 items. Still waiting on the last item that keeps delaying. So, I sent a message letting them know how unprofessional this was and that I would be cancelling any other auto ship and cancelling my account. ME cancelling not them. I get an email stating that they have cancelled remaining auto ship orders and my account. Now mind you the only way I can track my last items is through the website. Can't track the item because customer service rep cancelled the account. Now I need to call someone because I need to verify that the account was mine, but I didn't need to verify when CSR took it upon himself to cancel the account.

I placed an order online last month 3/23 i got an email that the order was delivered at my front door when i got home from my business with my husband no order was their we looked around the home too when i contact chewy by chat line the chat agent told me that someone from credit dept will contact me within days and didnt offer me a new order , days past and no one contacted me back ,so i went to my credit card co to charge the order back and still to this day no one from chewy.com ever contacted me back! Mrs D. Demalley

I cannot log into my account. Spoke with a guy from IT om March 13 2023 who said he would fix it and call me back the next day. Never heard from him. Called om March 15, 2023 . The lady sent me a link to change my password and once again it did not work. This is the second time that I have had to demand that they cancel my account because of lousy customer service.

Chewy was auto delivering my perscription cat food and then ran into a problem with approval from my vet. Instead of contacting me right away, they waited until they had to give up and cancel the order. They told me to upload authorization and reorder. After multiple uploads we were ready to go, but by then they were out of the food! I tried ordering a very similar food and that was blocked. My poor cat is out of the perscription food because of Chewy's incompetence. And when I called to speak with a customer service person I couldn't hear her because her dog was barking so loud. Great you can work from home. But find a way to carry on a conversation.

After many years of repeat business with Chewy, I am sorry to say I can no longer do business with your company. This is not due to dissatisfaction with Chewy, in fact, I have long been a champion of your services and have recommended Chewy to m, any friends. The issue is with your choice of delivery carrier - Fed Ex. At least in my area, they are perhaps the worst, most inept company I have ever dealt with, and this latest problem, or series of problems, has me choosing suppliers that generally do not use FedEx to deliver their products. If you need an example or two, look up my account:

John Heinsch

80151 Tamarack Ranch Rd.

Sandstone, MN 55072

[protected]

[protected]@bankhein.com

During this whole time, UPS, USPS, and Amazon have managed to deliver product in a timely manner, in spite of it being a holiday season and bad weather.

If it isn’t clear from there, then consider this a closed issue. 3 weeks for anything to get delivered is ridiculous!

Sincerely,

john Heinsch

I placed two Chewy orders, one on December 10th and the other on December 11th. Many of the items were needed for Christmas. It is December 27th and I just received ONE of the orders (17 days after ordering) and I still have not received my second order.

This is NOT the first time it has taken two plus weeks to receive my order.

The problem is not with Chewy, specially, but it is the shipper, UPS. Whatever the contract is between Chewy and UPS - well, it's not good for the consumer.

I will be changing who I order from now on because this is the third time I am receiving my orders 2 plus weeks later...not okay.

I am an auto ship customer and have a standing order for dog food every 4 weeks. My auto ship for dog food was scheduled to ship on December 19, 2022. It is now December 21, 2022 and I have not received notice that it shipped so I called Chewy to find out that the warehouse is backed up with orders (obviously Christmas orders) so my auto ship order is still being processed and will not ship for 24 to 48 hrs. Well, I do not have enough dog food for that time frame so I have to drive 30 minutes to buy dog food today. I use auto ship for the reason of I live in a rural area and want to make sure I don’t run out of food and have to drive the 30 minutes to get it. My biggest complaint is that being an auto ship customer my order should be processed before orders that are one time seasonal customers. Shame on you Chewy for treating your long standing customers this way. You just lost me.

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.

(posted on Nov 23, 2022) along with $52.11 visa charge for a case of cat food which I have been purchasing every 3-4 weeks for the last year or so.

This visa card (number ending in ...6089) has since been cancelled. However, to date we have still not received a credit for $500.00 from you.

The day I noticed the $500 visa charge I called your 800 number (ending in ...4399) and discussed this issue with one of your young male employees. Still, to date, no credit from chewy.

We love your products but will have to take legal action if you do not respond in a timely manner to this email.

Francis A Connor

417 Sand Pointe Drive

Central Point, OR 97502

[protected]

Received email advising delivery of packages would be on that day. It did not arrive so had to make a special trip out and spend & I had not intended to. Then, same thing the next day again costing extra time, travel and money. Customer service offered a nominal credit on Future order. There will be no future orders as have closed our account. Not worth the frustration when the point is to make things easier but wound up costing me extra money I did not want to spend since had placed an order plus extra time and aggravation.

The simple part is that Chewy's website is defective. They are not operating in accordance to many laws, privacy laws, and data harvesting laws. The order interface is really troubled. There should be a mechanism to delete a credit card whenever the owner of the credit card wants. There has to be a mechanism to cancel an autoship order. They intentionally keep the system defective for profit making. Their phone customer service is awful, snotty, condescending, and unresponsive. One of their CS's was recording me - despite my notification that it is illegal to record anyone without their permission in 14 states, including California. It is a crime to record anyone without their permission in California CA Penal Code

I overnighted a prescription to Chewy after not being able to get it because of Hurricane Ian which my dog needs due to arthritis, congestive heart failure, and atypical Cushings disease. Since the med is a prescription, I have to wait for a week prior to the end of the prescription to get the written script from my vet. So, when they were back, I picked up the script and paid almost $60, on 10/3 to overnight to Chewy. They received it the next morning and called me to confirm they received it and would be shipping it out immediately. I should have gotten it this Saturday 10/8. During the call on Tuesday morning 10/4, I specifically asked if they could overnight it and I would pay for it. They, of course told me no and the only option was ground but assured me it would be here by 10/8. On 10/8, I received an Email that it would not be here until 10/10 but when I called FedEx, they said it would not be here until 10/13. I called Chewy to see what they can do to help as I was a direct hit with the hurricane and my dog needed his meds or it could kill him. It is stuck in Ellenwood GA where the hurricane hit after leaving Florida. Neither FedEx nor Chewy put a plan in place for this natural disaster. They just shipped to a place that is experiencing flooding and when I pleaded with them to help me, they would not do anything. I have been a patron of Chewy for over 6 years and purchase over $1000 in food for my animals, meds, toys, etc. They took my money when things were good but when a natural disaster hit, they failed miserably. If you have an animal that has health issues that you have to have medication for, I highly suggest you go elsewhere rather than risk your pet's life. Chewy has done a horrible injustice to the people of Florida during this natural disaster and would not even think outside of the box to help me or other pet parents in Florida, knowing we would have paid any amount of money to get our babies' meds. They took the easier way and decided to not help us get our pets' medicine. It is shameful and I have canceled all autoships as well as canceled my account. I WILL NEVER USE CHEWY AGAIN!

I have shopped at Chewys for years- with great satisfaction. In the past couple of months, everything seems to have changed.

The website is cumbersome and aggravating. Ordering is more difficult and takes longer. Until recently, I could click on my old orders, fill in order info, and be done. Now, all my information, records of previous orders, and credit card info is gone, and the experience is cumbersome.

What happened?

I called Chewy, because I got an e-mail from them stating I just bought dog food, and started auto pay for 2 other items using account yesterday. I don’t own a dog, and haven’t used the account since 2018, plus the address it was being sent to was not mine. One of the 2 orders was approved and the other denied. The scam artist, also gave Chewy a new email address for notifications.

I asked Chewy to give me their Fraud department and was told they could handle this in customer service, I did not agree. I asked for the last four digits of the credit card, on my account, I was refused, I asked for the name of the bank on the card, I was refused. All I was given was it was a Visa card and it expires 1/23, since this goes back to 2018, it is impossible to find which card is on my account because, my cards have been reissued (for various reasons,) and some have been replaced. I was very frustrated since it was clear this was fraud, and wanted to go to the bank in question, and make sure I had not been charged.

I was told the 2 orders were canceled, and sent an email stating this, in my mind it was not enough. I asked to close my account and was refused, and told it was in a restricted status. I asked for an email stating the account could no longer be used, and was told it would be sent to me, but I never got the email.

July 17, 2022, I have written to Chewy and told you that my picky cat does not like your cat treats and to quit sending them. However, periodically, I receive a box from you. I am returning one that came last week. Please do not send any more. Thank you very much.

Sincerely,

Marilyn Halsell

210 Oakhill Keene, TX 76059

Chewy has been unable to deliver frozen Instinct dog food within 1-3 days as advertised resulting in melted food delivered 5-7 days from date of order. I subscribed to auto refill every two weeks. The first shipment was fine. Subsequently, all the deliveries have been late and melted. Manager CC was very helpful following up on problem but had no control of warehouses.

See question ref [protected] and all previous email conversations regarding order being canceled

2 customer service representatives put it back on me to call and get an internal problem fixed that could have been very easily handled if the first rep had bothered to advise that the account i had opened somehow looked "compromised" . it could have been cancelled and they could have set me up a new account and reinstated the order but no such explanation was given and that rep took it upon herself to cancel my account and auto ship orders and again tell me to call them to recreate order. thats not customer service. thats laziness and i order online so i dont have to go to stores or talk to people so why would i want to call .. My vet gave up a couple of months ago trying to resolve a refill that turned into a total fiasco

Today I received my Chewy order of dog food and treats. It was delivered by UPS or Fedex, I am not sure which. I order from Chewy, because I have back problems and it is very hard for me to carry the heavy bags. I broke my neck in 2007.

I am willing to pay the shipping because of this.

Today I came home to find my Chewy subscription of dog food and treats thrown in my backyard. It is 30 feet from my back door, in the grass, on its side, an inch away from my sidewalk.

I realize this is not the fault of Chewy. It is the fault of the delivery method. I am contacting you, because I want you to know how it was delivered.

I would also like to find out if it was delivered by UPS or Fedex. I would like to file an official complaint with who ever is responsible.

If you could send me an email link, I can send a picture of where the dogfood was placed/

Thank you,

Lucy Poole

On June 13, 2022 A Randall Barnes address 113 Surrey St Buena Vista co [protected] unauthorized by me bought in my name and his (2) 30lb bags of gentle giant canine nutrition. Invoice id lrv74cz byq and transaction id 084223254a470904r for a total of $76.40. I've bought one thing from chewy and was sent to my address here in Lake City, FL. There was no reason for me to buy something and send it to Colorado. I did a search and there is a Randall Barnes living in Buena Vista, CO.