Chewy
Reviews and Complaints

Our order was decline days after we submitted it. My dog is almost out of food. I called to get to the bottom of this, and the customer service rep, Shawnee (sp?) was incredibly rude and condescending. I explained to her that my dog is on prescription medication, and that buying it in person would require going to my vet for another prescription. My vet providing authorization directly to Chewy. Shawnee was extremely unhelpful and had zero compassion. She spoke down to me, explaining that I could expedite the shipment online. I explained that this wasn't clear, and that's why we ended up creating a new order, and she began to argue with me. Extremely disappointed.

I added a canine clothing item to my cart but decided I should re-measure my dog just in case. A few hours later I went to complete my purchase to find a 30% price increase on the item. I contacted the Cust Serv Chat and here's the response regarding the difference in price in a matter of HOURS:
"None of our prices are guaranteed to stay the same, as our prices change based off e-market trends, much like the way the stock market works."
The STOCK MARKET?
I suggested that hovering over a pet website for minute to minute price decreases was not customer friendly. I also asked that as a account holder, why I had never received coupons. Here's what the agent had to say:
".: We have a whole team designated for this. When our competitors prices change so do ours. We send coupons out at random"
AT RANDOM? Like a wheel of fortune?
I closed my account on the spot.

I have been a Chewy customer for quite some time now, but recently have experienced difficulties with the logistics of my order. I called to coordinate my authorized payment with my auto-ship. However, even though I asked Chewy to remove all credit/debit cards and add a new credit card for payment, they used my bank debit card instead. When I called Chewy to discuss this, their solution was to stop my shipment rather than to simply rebill the current shipment. And they further instructed me to return the order if by chance they could not stop it? Obviously, I needed the order. The current status of my account is that the charge for the "stopped" shipment continues to appear on my debit card, and I had to go out and buy dog food from the store? I am very unhappy with the treatment I received from the Chewy rep. Your policies are strange and user "unfriendly".

On 13.July.19 I placed Order Number [protected]-2.I received 2 notices that it had been shipped. The package arrived yesterday, 15.July.19. There were 3 items ordered, but it was missing 1 item...Sentry Dual Action Flea and Tick Collar for Dogs (24.5"), 1 count for $7.29. The shampoo and Pill Pockets, also in this order, were in the package and what I ordered. I would like this sent as soon as possible. I do not expect to be recharged for the product or shipping.

I have been using Chewy.com for several & have been well satisfied until now. I placed an order totaling approx $180.26, which was charged to my checking acct. Last Saturday, another charge appeared for $30.29. I called cust serv & was told my orig order included 2 bags of cat food, but Chewy had none in stock, so 2 bags had to be ordered from a different warehouse. I was charged for the same 2 bags of food twice. I was told this is customary. I do not like it! That means Chewy is using MY money & I do not have access to that money. I am on Medicare & money is not plentiful & I need to always have full access to my money. Chewy needs to halt this practice or at the very least, change it! Other online places would usually remove the cost of the 2 bags ($30.21) from the original cost of $180.26, then charge the $30.29 when the cat food is shipped. Please think about changing your process. Thank you.
Chris Rockhold.

On april 18, I called chewy to order medications for my dog monty, who has a heart condition and absolutely needs his medications twice a day. I had mentioned to the person on the phone that I only have 5 days worth of medications left, he assured me that it was a two day shipping and the pills will be here over the weekend. Monday the latest. Being assured like that, I did not bother to cal the vet and order the medication. Well, it is tuesday, the 23. Five days later. I am out of medications. Completely. The fedex truck did not arrive... I called chewy for a tracking number (which really should be provided in an email, that nobody bothered to send me), and I find out that it was only shipped on the 20 or 21st and scheduled for delivery tomorrow. The 24th. The person in customer service at chewy was polite and useless and couldn't wait for me to hang up already. Well, now i'm going to my veterinarian to pick up the pills to tie me over for a day. Thanks chewy. Wonderful service. Not!

I have been feeding both my dogs this food for at least a year and have been getting it from you for several months
I had just received a new case and feeding my girls
They now both have bad stomach problems and had to take to vet one has pancreatic s
I am thinking there is something wrong with this batchb80 22 feb 2021. 20. 1
909Ainsc02. 07:44 RCMA
PLEASE ADVISE IF YOU HAVE RECEIVED COMPLAINTS THIS IS SERIUS
ELIZABETH BAREN

I tired ordering Trifexis Chewable Tablets for Dogs. 60.1 -120 lbs. 6 treatments. The price stated was $115.99 or $92.62 for Autoship.
The special says "Save an extra $18.49 today. Automatically applied when you add to cart." The discount was never applied.
I tried adding other items that did not have extra savings and the price when added to the cart was the same as the advertised price. I called cusgtomer service twice. I was told that the price had been adjusted prior to placing the item in the cart. WoW! Sounds like false advertising.

Sell it the way it was stated.
[protected]@hotmail.com

Order #[protected]-1 shipped 12/6/18

I'm tired of receiving cans of dog food that are dented. In an order of 24 cans, six were dented. Two were so bad I threw them away. This will probably be the last time I order through you! I'm much better off just going to a pet store and buying the dog food there.
I'm adding this sentence to get to the 350 characters.

Two boxes arrived on the date given. They were dumped outside beside
the garage door. Lucky I had put my car inside before the delivery person came. No knock at the door and by the time I got to the driveway the delivery truck had left.

Both boxes were crushed. Both were open and held together with a piece of
three inch packing tape. Heavy with cat litter but nothing was spilling out but the brown packing paper.

Order #[protected]-1

Track #[protected] and #[protected]

Rethinking using Chewy again.

Hello. This is the first time this has happened, but my regular delivery had a torn package of Whisker Lickin Ckn Cheese Treats, item number 100708, UPC [protected]. The package looked as if it had been either cut or "popped" maybe due to the heavy litter tub landing on it. There were little treats all over the carton and the treats were hard. Please issue a refund for this package as I will not be using it. Thank you. Gail VANDEBUNTE.

First of all, this is not really a complaint, stuff happens . We have been customers for many years and never had a problem at all . This time, we received a shipment, in which the bag of dry dog food we ordered was torn open . There was other items in this order also, which caused the problem . A quarter of the bag was laying in the box when i opened the box . What happened as far as i can figure is this, they put the other items in first ( Multipet Duckworth Yellow Toy, Usa Bones Roasted Marrow Bone, Puppy Teething Pacifier, and put this in on top 30 LB Bag Nutro WHLSM Ess s bt adult LMB Dog Food ) . The Marrow Bone some how cut the bag open, maybe something should be put between the items . Date 11/ 18 / 18 Order # [protected]-1 Wave #4491713-pex Zone#Z01Z04 . Resolution, leave it up to you .

Hello,
I have been ordering from chewy for a while now and have always been completely satisfied. However, the last couple of bags of Western Timothy Hay (40 oz/90 oz respectively I have been extremely disappointed in. I find very little hay and mostly just useless grass. In the 90 oz. bag it appears as if more than 1/2 the bag is grass. I have to go thru the bag to gather enough hay to put in my rabbits hay-wheel. I feel like I'll have to throw the bag out because it is just full of small grassy pieces.
I know I could order another brand, but my vet has suggested the Western Timothy Hay.
Any advice you can provide would be greatly appreciated.
Regards,
Mary Taylor

My wife who is now deceased, was way to loyal to Chewy for years. The older this company was in business the worse their service became. It started with wrong shipment destinations, broken dry food bags with the contents spread inside of the end package item, crushed cans of wet dog food, broken kitty litter containers shipment after shipment. I convinced her to stop buying from Chewy which she did for a short while. When she became very ill we again started to order from Chewy and history repeated itself. Two weeks ago I commenced trying Chewy once again. The first order was placed on a Sunday. Being an experienced Logistician I knew there would not be any movement of the product until the next business day a Monday. Taking the information shown on their website guaranteeing 2 day delivery I expected the items to arrive on Wednesday. Having inherited 8 large dogs and 4 cats I checked on Wednesday, the 2nd day to see when the items would be delivered on Wednesday, the second day. I learned the items would not be delivered until the third day. When I spoke with Chewy Supervisor I was shocked to be told Chewy DOES NOT SHIP ON A MONDAY, therefore the clock does not start until a Tuesday. This information is NOT posted on their web site. Chewy has grown to much, is out of control and needs to take a good look at themselves. Be cautious when dealing with this company and their proclamations. Find a local store so that you won't get caught short.

I placed a order on the 5/18/18 Sat. for a order of a case of royal canin urinary
can dog food. Since the order was placed on Sat.5/18/18. it would not arrive
until Wed. 5/23/18. Since i was so low on their dog food, thought I would buy
6 cans of dog food from Pet Smart @ 6.39 each. Their dog food from Chewy
arrived early Mon. 5/21/18. If the rep. would have told me the correct time
I would not bought the 6 cans of dog food from Pet Smart.

True my dogs will eat all the dog food. But considering all the trouble I went
through to order it, It is not worth using their food. If their rep. would have
told me the correct time and date it would arrive, I would consider using
them again.

p.s. I should mention that their food and tax is only 4.00 cheaper than vets
never ever will I purchase from this site.

I have been with Chewy for a long and have sent them several customers. How ever since Jan. 2018 they have been the cause of my bank account being over drawn three times. I called in January 2018 and changed the ship date to the 3rd of the month for Auto ship. after they with drew 98.00 dollars from my account causing my account to be over drawn. They refunded that amount and rescheduled that shipment to the 3rd of that month. It happened again in Feb.2018 after I requested shipment on Feb. 3, 2018 They shipped two days early again causing my account to be over drawn. March was fine as they shipped on the 19th of that month. Now it is April 30th, 12 AM back east, and my order # [protected] was scheduled to ship on the 3rd of May, 2018. I was told tonight over the phone that it is scheduled every 6 weeks, even though my 6 week requested ship date is May 3, 2018, they charged my bank account over $198 dollars at 12 AM, April 30, 2018, leaving me over drawn $78 dollars. I was told over the phone that nothing could be done as it is being packaged to ship on the day of April 30, 2018. If this shipping is going to ship on your date instead of my chosen date I guess I only have two options. #1- I already cancelled Auto Ship, #2 option is to buy from Petco where I can pick it up at the date I want to have it. I am paying $35.00 dollars for each over drawn incident, so I will be saving myself quite a bit money by changing suppliers. Seems even after phone calls at the time of each incident the problem is not solved. Why do I have to add a shipping date for each order if it cannot be shipped on that date. I am 84 years old on a set income and don't have other options to have extra monies in the bank.
Betty J. Schubert Alcaraz

I submitted a resume for a position posted by chewy online... Received an email from chewy acknowledging receipt of my resume... Never heard back from them. A few weeks later I started receiving junk advertising mail... Actual mail addressed to me personally... They never had my info until I submitted a resume... Now instead of an interview I get their junk mail...
They seem the type of company which is very aggressive in their tactics... Including scamming people of personal information...

Does anyone from Chewy management or customer service really care about anything?
Not sure what it used to be before I started using them, but nothing has changed since I first ordered from them in January 2017. Same sh***y customer service, absolutely useless and not helpful, same delays... Gosh, it's been almost a year and you're still the same. Isn't it a sign for you to stop operating and stop torturing people with your terrible service?