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Chewy
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1.1 140 Reviews

Chewy Complaints Summary

0 Resolved
130 Unresolved
Our verdict: Engaging with Chewy at a 0% resolution rate requires careful navigation. Deep-dive into detailed customer experiences to uncover systemic issues. Critically assess their service descriptions against actual user feedback. When interacting, document every detail, as comprehensive records are vital in such scenarios. Exploring alternatives and understanding your consumer rights are crucial steps. If necessary, be prepared to seek external advice or intervention. In challenging service landscapes, informed decision-making and proactive steps are essential for protecting your interests.
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Chewy reviews & complaints 140

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2:23 pm EDT

Chewy CoronaVirus in KY

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

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4:07 pm EDT
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Chewy Overall customer service

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?

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4:31 pm EDT

Chewy Delivery

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

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11:54 am EDT

Chewy Delivery of cat food

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]

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10:23 am EDT

Chewy Dented cans

Ordered 24 cans of dog food. 11 cans received dented. Had this problem before with autoship which I stopped.

Due to the Covid19 pandemic, ordered from Chewy.

One carton had the plastic shrink wrap cut through the label and around one of the cans. Cans are not that sharp that they would be the culprit. 8 of the 12 cans damaged. Other carton was intact but still had 3 dented cans.

Chewy should not be shipping these products if they cannot package them properly

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Cemi01
, US
Aug 01, 2021 3:49 pm EDT

I order from chewy.com a lot and every 12 pack of cans I order is dented.
I believe this happens in transit the carriers FedEx, UPS just don’t give a [censored] if packages get dropped or mishandled. I wouldn’t care either, you are overworked and underpaid.
So, if I don’t want dented cans I better drive my [censored] to the local pet store, pay a bit extra and get perfect shaped cans for my dogies. Problem solved.

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JML20
, US
May 06, 2020 9:55 am EDT

Had the same problem a couple of months ago but I complained to them and the refunded me for the damaged cans.

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jonnynutzeck
, US
May 05, 2020 12:34 am EDT

I ordered 2 cases of cans and literally every can was dented... some to the point of being hard to open...I am convinced that they round up all the dented cans and re-package them for the online orders

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Erika323
, US
Nov 14, 2020 8:53 am EST

You do know that Chewy only fulfills online orders...because they’re an e-commerce company...right?

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8:16 pm EDT
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Chewy order #[protected] received today, april 10, 2020 damaged goods

I have a 5lb bag of Kaytee Cockatiel food loose in the shipping carton and all over my floor. Bag was OPEN at the bottom. I will return the bag if you wish, but I do need food for my cockatiel. So I will retrieve some from the box of I can, but would appreciate a replacement shipped asap.

[protected]@gmail.com
Jane Hobaugh
185 Harbor Inn Road
Bayville, NJ 08721

[protected]

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10:15 pm EDT

Chewy Auto ship cancellation due 4/1/20

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.

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JML20
, US
May 06, 2020 9:58 am EDT

They DO continue to deliver but just a lot slower, between 8-10 days...

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3:59 pm EDT
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Chewy Chewy tv commercial. Why use a doorbell?? No!!!

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!

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7:26 pm EDT

Chewy bait and switch company

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

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1:08 pm EDT

Chewy processing orders without confirmation, horrible customer service

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.

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10:28 pm EDT

Chewy cancelled order, delayed shipping, rude customer service rep

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.

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3:37 pm EDT

Chewy customer service agent practically begged me to close my account

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.

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9:12 am EDT

Chewy used unauthorized credit card and stopped shipment of order?

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".

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12:07 pm EDT

Chewy missing item from order

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.

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2:40 pm EDT
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Chewy charging practice

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.

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1:32 am EDT
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Chewy missing products that I had ordered from order #: 184734693-1

I had placed an order from Chewy.com on 5/17/19 and when I received my order I was missing 2 items from the order.

The 2 items I did not receive are:

2 boxes of Frisk Gravy Sens Poultry 12/3oz.

I would like to have the products I ordered.. I prefer not to have a refund.

My son passed away in April and my husband and I have adopted his 2 beautiful cats. We are trying very hard to make them happy cats.

Appreciate your assistance with this matter.

Sandy Redick
6280 Millbank Drive
Centerville, Ohio 45459
sandy. [protected]@gmail.com

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4:25 pm EDT

Chewy medications

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!

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11:22 am EDT

Chewy royal. canin. mature adult

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

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10:30 pm EST
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Chewy misleading advertising.

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

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Aaron Stuhlmiller
, US
Feb 23, 2023 7:10 am EST

chewy false advertising says 35% off autoship but you get to site and it's 5% not ordering from them becouse of that

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8:44 am EST
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Chewy hartz bonanza ferret food

12/28/2018 I scooped into bag of feed which was half way done eaten and pulled a clump of what appears to be moldy food. The package was sealed when I received it so this must have happened during packaging. My ferrets love this brand which is hard to obtain. I would like a replacement. I have enclosed pictures of what I found. I have called customer service who instructed me to send this email.

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Chewy Customer Reviews Overview

Chewy.com is a popular online retailer that specializes in pet food and supplies. The website has received overwhelmingly positive reviews from customers, with many praising the company's excellent customer service, fast shipping, and wide selection of products.

Customers appreciate the convenience of being able to order pet food and supplies online, and many have noted that Chewy.com offers competitive prices and frequent discounts. The website also offers a subscription service that allows customers to have their pet food and supplies automatically delivered on a regular basis, which many customers find very convenient.

In addition to its excellent customer service and convenient ordering options, Chewy.com is also known for its high-quality products. Customers have praised the website for carrying a wide range of pet food brands, including many premium and specialty brands that are difficult to find in stores.

Overall, Chewy.com is a highly recommended online retailer for pet owners. With its excellent customer service, fast shipping, and wide selection of high-quality products, it's no wonder that so many customers have had positive experiences shopping on the website.

Chewy In-depth Review

Website Design and User Experience: The design of Chewy's website is clean and user-friendly, making it easy to navigate and find what you're looking for. The search bar is prominently displayed, and the layout is intuitive, allowing for a seamless browsing experience.

Product Selection and Availability: Chewy offers an extensive selection of pet products, ranging from food and treats to toys and accessories. They carry a wide variety of brands and have products available for all types of pets, ensuring that you can find everything you need in one place.

Pricing and Discounts: Chewy offers competitive prices on their products, and they frequently have discounts and promotions available. They also have a "autoship" feature that allows you to save money by setting up recurring deliveries of your pet's essentials.

Shipping and Delivery: Chewy offers fast and reliable shipping, with most orders arriving within a few days. They also offer free shipping on orders over a certain amount, making it convenient and cost-effective to shop for your pet's needs.

Customer Service and Support: Chewy's customer service is top-notch. They have a dedicated team of representatives who are knowledgeable and helpful, and they are available 24/7 to assist with any questions or concerns you may have.

Return and Refund Policy: Chewy has a hassle-free return and refund policy. If you're not satisfied with your purchase, you can easily return it for a full refund or exchange. They also offer a "100% Happiness Guarantee," ensuring that you and your pet are completely satisfied with your shopping experience.

Overall Shopping Experience: Shopping on Chewy is a pleasure. The website is easy to use, the selection is vast, and the customer service is exceptional. Whether you're a first-time shopper or a long-time customer, Chewy provides a seamless and enjoyable shopping experience.

Customer Reviews and Ratings: Chewy has a robust customer review and rating system, allowing you to read feedback from other pet owners before making a purchase. This helps ensure that you're making an informed decision and can trust the quality of the products you're buying.

Loyalty Program and Rewards: Chewy offers a loyalty program called "Chewy Rewards," where you can earn points on every purchase. These points can be redeemed for discounts on future orders, providing additional savings for loyal customers.

Mobile App Experience: Chewy's mobile app is user-friendly and provides a seamless shopping experience on the go. It allows you to easily browse and purchase products, track your orders, and manage your account, making it convenient for pet owners on the move.

Social Media Presence: Chewy has a strong social media presence, with active accounts on platforms like Facebook, Instagram, and Twitter. They regularly post engaging content, including pet tips, product recommendations, and customer stories, creating a sense of community among pet owners.

Community Engagement and Philanthropy: Chewy is actively involved in community engagement and philanthropy. They support various animal welfare organizations and regularly donate to shelters and rescue groups. Their commitment to giving back is commendable and aligns with their mission to help pets in need.

Competitor Comparison: When compared to other pet supply retailers, Chewy stands out for its extensive product selection, competitive pricing, and exceptional customer service. They consistently go above and beyond to meet the needs of their customers and provide a superior shopping experience.

Security and Privacy Measures: Chewy takes the security and privacy of their customers seriously. They use industry-standard encryption technology to protect personal information and ensure that your data is safe and secure when shopping on their website.

Additional Services and Features: In addition to their wide range of pet products, Chewy offers additional services and features such as prescription medication fulfillment, online pet pharmacy, and a pet adoption service. These added benefits make Chewy a one-stop-shop for all your pet's needs.

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1800 672 4399

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