Chewy
Reviews and Complaints

Driver left box in driveway not on deck! Box was mangled and taped everywhere trying to fix it I suppose but the bag of cat food was ripped and all over the box the can cat food is all dented! I have this service for a reason so I expect my orders to be packed rt and left where the instructions say to leave them. I spend quit a bit I'm very upset and I am not satisfied with this delivery service

In my last order to Chewy I tried Pet Botanics, Training Reward. They are the worst item I have ever purchased from you. I have now tried the product on four different dogs. Not one dog would touch the stuff. After several attempts to give my dog the reward treat he was so polite he took it in his mouth - walked about three feet away and spit it out.

All the items I have purchased up to now have been worth the money. I've been very happy with Chewy. However, something's wrong with this stuff. I recommend (if you care enough) someone check this item out and see what kind of garbage it's made from.

Due to your recent political agenda to cancel Mike Lindell, myself as well as family members and many friends have canceled their accounts. Not sure what would prompt Chewy to get involved in censorship or this cancel culture agenda? But now our goal is to cancel you! There seems to be a very disturbing disease spreading through out Corporations to silence people and try to damage their companies. Not sure if you considered those of us who believe in a free market have a choice to shop somewhere else. Pretty sure it won't take long for another company to offer the same service and we can watch your business lose more business or even be totally canceled shut down. Companies like your should really stand up for America/Americans and free speech as well as free market, yet you bow to whoever controls you. This will prove to be a problem for many companies since millions of Americans will chose other options for their goods and services.

I canceled a order over a year ago and year later getting debit emails that debit is declined. Contacted the useless customer service which stated they had corrected the problem. I was never fixed as four days later continues debit declines. Contacted executive team with no response.

I contacted email the executive team hoping they would resolve the issue. However, the same response from executive team "nothing". Sadly it reflects badly on that a company is making millions over pet lovers who think they are dealing with a good moral ethical company.
As my personal experience I think not.

I have sent numerous emails about why my account was essentially frozen and all chewy.com can say is that because you agreed to part ways, well I never agreed to part ways. They banned me from buying on chewy.com because I have OCD and expected my packages to be properly packed and protected which makes sense to me as I really don't want my orders damaged. I even called them and tried to settle it but they don't even acknowledge that they have frozen my account.

My phone number is [protected]. My name is Galina Gokun and email address is [protected]@gmail.com. On Wednesday December 23rd, 2020 I scheduled an autoshipment for Friday December 25th, 2020. I surprised to receive an email several minutes later that my card declined for my order made on the 23rd. Chewy used an old card I deleted that ended with 6999. Why was my future scheduled autoshipment processed immediately? So I cancelled everything and did it again. I logged out completely and signed back into my account 5-10 minutes later to make sure my future autoshipment was correct and scheduled for Friday. It was. However, at 1:18 AM this morning I received an email that my order was processed on the 24th (Thursday). I called customer service for an explanation and they couldn't give me one. They said maybe there was a glitch in the system. This is unsettling. I'm not worried about the money but more about having control over my own shipments. In addition, my old card information was no where on the account today. I have changed my password but this doesn't seem like a great privacy fix. Being a customer with Chewy.com for years now, I have been mostly satisfied by the company. I'm just concerned about the security of the website now.

Double charged $556.00 and turned around after shipping the items and requested they be returned back to them after charging me twice. They took one order and split it up in 6 shipments and after charging me twice for them sent back 4 of the 6 shipments. I have never seen such craziness in my life over cat and dog food. Don't use this company please for your own sake. They were great for a while but they have really messed up over and over and people CANNOT afford to have them charging twice and waiting for a refund. Even my credit card carrier said they had never seen that. One full charge of $292 and six separate charges and 1/4 of what I was supposed to receive

I have had problems getting my dogs scripts refilled before so last week I had received part of my order but not the meds that I ordered so I called. They said that the script had expired for one of the meds so I proceeded to tell them that it was unlimited refills till Sept 2021 and that it was printed on the bottle from the last time Chewy refilled the meds. Put on hold for quite awhile and came back and said yes you are correct and they will change it in the computer. Last night I remembered that I hadn't heard anything so looked on my emails and sure enough I didn't have an email saying that they mailed out the meds so I called. Explained to the girl what was going on and I said don't you guys have notes on peoples accounts for problems they have had? She said yes but this girl didn't have a clue. She put me on hold to talk to the pharmacy and came back and said no we can't refill because the script is expired so I said let me talk to a manager. Believe me I was on hold for a long time between each interaction. Finally I got in touch with Edra. She looked into it and said yes the script expired even though I explained AGAIN how that matter had supposedly straightened out last week! She started looking at my account and was silent for a LONG time and I thought we were disconnected. Finally she said yes it see it here it is unlimited until September 2021 but she said you didn't order enough pills according to the script. I said what I have to order a certain amount? She said yes I will have to transfer you to a customer service person to change your order. So I waited for 10 minutes, I had already been on this call for 45 minutes so I hung up. I called back and got the same uncaring girl I had the first time: don't remember her name. I told her I wanted to talk to Edra and she said she didn't know how to get a hold of her so put me on hold for another manager. Waited another 10 minutes and hung up. Called back and within a few minutes I was talking with manager Zac. Explained the ENTIRE story again. He looks at my account and said that my script was expired! I told him what Edra said and that she said I had to order more pills so he put me on hold to talk with her. Came back after about 8 minutes and said that you are correct the scripts are good till September 2021 and I am all set. I said what about having to change my order and increase the amount of meds and he said no I didn't have to do that. I called back this morning December 1 to make SURE that everything is going through and that I am going to get my order and spoke with Brittany who was very helpful and it LOOKS like it's all set! I cannot imagine an older person having to go through this cause they would have gotten nowhere and their dog would be out of medication. Wow does this represent your company? I remember I first started ordering from Chewy when I saw a story about how someone ordered from Chewy and their dog had passes before they received the order and Chewy sent her flowers and of course didn't charge her for the order. I thought awe what a caring company and I started ordering from that point on. Not sure I am going to stay with you at this point.

I ordered for the first time my dogs medication. I was asked for the phone number to the Veterinarian and I gave both phone number and fax number. I waited several days and heard nothing so I called and could not find my account they have the wrong number for me funny you created the account and it's wrong. So then I called my Veterinarian and they said no one from Chewy had contacted them so I gave your number and they called you. So I called 9/8 talked with a representative and they said maybe Friday if I'm lucky and I asked for a Supervisor to call me gave the correct phone and asked to please update the number guess what no call. So today on my way to work called and got the rudest representative there was. He hung up on me and yes I'm frustrated see no prescription yet for my dog. Lest to say first and last time I use Chewy poor service all the way around. I would not send my worst enemy to you that's how bad your service is.

19 months ago us war dogs paid for a year of Ziwi Vension dog food in 5.5 lb bag on autoship I didnt get delivery's many different months I made complaints so many times and they replaced the food and gave me extra bags this year again the same issue I called/emailed chewy & petsmart & BC Partners & after 3 weeks, Mario head c/s manager called me & we talked & I was told my food will come tome until 2/21 & he will watch my orders so they can be shipped to my home on time I ask him for 3 free items for 1 year for all my issues and told me "NO" and hung up the phone, that never happen June & July of 2020 no food again, I called & emailed the Ceo's of chewy.com & petsmart & there parent company BC Partners and no reply back ever. Finally I got a lady to talk to me and she said "Mario doesnt work here anymore & he left a message not to send you anymore food" and hung up the phone. Again I called /emailed all three ceo's no reply back. Meanwhile I had to spend over $18oo on other raw food from Pet petsupermarket I just placed a order! What can you to to fix this issue? Im a disable war vet with a service dog and they knew it! Joe B.

My is more of a concern than a complaint. I just received my dogs medication, a small pill bottle that came in such a big box. This pill bottle could have easily been packed in a bubble envelope. This way of packaging (big box) is a waste of money for the company and for the environment . The good thing is that I recycle but I think that Chewy should re organized the way they package items.

Thanks,
Alex

I have been a good customer for about a year but I am done. Today I requested my order be canceled and my account closed for good.

I requested some names of low sodium food Chewy carries. I explained I prefer Pro Plan IF possible. The response from Chewy was they don't carry anything that I request.

I did some research and thought I found what I needed (Chewy was wrong) and I ordered it to discover that it won't be here for 7/10 days.

I called customer service and they said this is due to Covid. I explained that Petsmart has the product I need and they aren't taking 7/10 days to get it to me and they are cheaper.

While I was on the phone I asked what the problem was with giving me a list of low sodium dog foods Chewy sells. The brilliant customer service person told me I needed to talk to my vet about that. I am pretty darn sure that my vet is not going to know what products Chewy sells. I asked what brands chewy sells of low sodium dog food.

Now Chewy does not need to pawn me off on someone else. Petsmart has no problem working with me and giving me the info on what they sell. Amazing, eh?

To whom it may concern

My order was delivered and put in front of my garage door and I did not see it and ran both boxes over they got stuck under my car. This is not the first time this has happened Chewy took action right away and put on the boxes deliver to front door only. Every things was ok then today they put my 2 boxes of my order in front of my garage again I ran it over not seeing it and it got stuck under my car I had to get someone to help me get it unstuck. Who in there right mind puts it in front of a garage door you can not see it when you are backing up. I use you guys because you put it at the front door and I just have to bring it in it is only me and my orders are heavy if I have to take them up stairs I would just go to petsmart and get my food. I know that Fedex is the one that has done this but they need to know that they have to pay attention to what is on the box. I called today and Jessica answered my call and like always your employees help me and try and get the problem resolved and I am sure she will take action. I love doing business with your organzation your employees are always plesant and helpful and your prices are the best but most of all it is your employees that make the difference. I just wanted to let you know what happened so that maybe you can follow up with Fedex

Thank you

Sharon Walsh

Tracking number [protected]. Label says "back door". Came to front door. 29 pound of cat food. Have a sign on front says deliver package to rear door. Just added another I am recovering from surgery 9 pounds only lift. Expecting 42 pounds of litter. If it comes to front door I am not ordering from you any more. Spoke to fed ex and let them know the did not deliver correctly. This is the second time this has happened. I am 82 years old and should not have ‘‘tis happen. Please make sure the litter come to the back door. Mary ella moeller (my order was for over $70.00). 161 newtown lane, east hampton, ny [protected]. Phone. [protected]

I was assured by Chewy.com via email several times that auto ship customers would have their items during the pandemic because they pull them. Well let me tell you that is a big fat lie. Do not do business with this company. I am through with them and will tell anyone who will listen never to buy anything from them. True colors come out in times of need.

Why would Chewy use a doorbell in their tv commercial? They should know how dogs can react to a doorbell! My dog goes nuts everytime it rings and I can't always mute it quick enough or I may not be in the same room to even know it's on until my dog starts his loud loud barking! I won't buy anything from Chewy.com until that commercial is gone! We despise that commercial!

Complete bait and switch company. They suck you in with a single low price on the first order then they double the pricing afterwards. Their customer service is horrible and a scam. Buyer beware of this terrible company.

I bought a pet bed for $55.00, it came in, nothing great, but good enough to order another one, when I went back to the site to order the same product, they wanted a 200% increase in the price! Outrageous!

Based on the one star reviews on the web about them, I cannot see how their business model is sustainable in a world dominated by Amazon.

Chewy.com will soon join the amazon wannabees like pets.com, etoys.com

I stopped doing business with Chewy in 2017 because 20-25% of the dog treats I ordered came to me moldy. Finally gave up asking for a refund and threw the bad product away and walked away fro Chewy.com..
2019 thought I would try them again. Set up an order to place when I started running low with what dog food I had on hand. Without placing the order, they took $100 out of my accountand sent me half the order. I did not place the order.
I called and asked what is going on with sending me half of an order, I didn't place, and why they took the money out of my account. I was nice knowing this was not a person who screwed this up, but their computer system. The man in Customer Service end was not pleasant,. He listened, without ever saying Chewy is sorry for the inconvenience. Bacsically, FU, Mr Customer. We don't care!
I asked to have a call tag sent so the product could be retunred to Chewy and I wanted a refund. He said he would send me the call tag via email at that moment. Two days have passed and no Call Tag!
Calling back today to ask again for a Call Tag so I can return their product and get my refund, we will see how the next call goes.
This is the end of my attemping to work with Chewy.com. I was a good customer for years spending a decent amount of cash with Chewy, but moldy product, piss poor computer programs sending me product after two years when I diodn't place an order that screwed me out of my $ and lousy customer service which doesn't care about Customer Service.
Old rule in doing business. treat someone well and they will tell ten people you are a great company, treat a customer badly and they will tell a hundred people not to do bsriness with your company.