Chewy delivers strong product and shipping value with exceptional emotional customer service, though some customers experience technical and autoship management issues (4.0/5 rating reflects this mix).
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Ordered a crate for my dog. Crate was slightly too small. I used their online chat to ask how I go about returning this and swapping it for their large option. The rep said, "no need to return, please donate to local shelter! I will process your refund now for this". I said "Are you sure?? I can return it; I even saved the box." They said they're sure and it qualifies for a non-returnable item on their end. So, I listened and DONATED the crate and expected my refund in about 7 days or so. I wrote to them on day 9, asking for a refund update - they suddenly have NO record of my chat history with this representative who apparently told me false information (they in fact, DID need the crate returned). That would've been nice to know prior to donation. They have NO explanation as to where my chat history is. Literally no response as to what could've happened when I asked multiple times to their supervisor. Just "we can give you a $150 gift card for the hassle". That doesn't answer my question as to where my recorded chat history is. Screen record EVERY CHAT HISTORY and record every phone call you have with them. Will just order off Amazon moving forward, that was so dumb and a waste of my time and I'm out either $1,000 since I donated this FREE or I have to awkwardly ask the facility to gift me back my donated item. How awkward. Horrible. Piss poor. They used to have amazing customer service and now I have zero trust in their company for having literally no explanation to where my data/recorded conversation history is. They could've made something up for all I care, like a website glitch or software error, they didn't even try to explain - just jumped to shutting me up and giving me a gift card that doesn't cover remotely what I paid them.
Chewy has always gone above and beyond! A majority of the time, my order comes to me without any issues. In the rare instance there is an issue where my order has been damaged, food was spoiled, or just didn't like the product, they have always refunded me without question and usually did not want the product returned! To top it off, when my fur baby passed they mailed me a HAND PAINTED PORTRAIT of her. Incredible company!
We've ordered from Chewy for years without any issues. Shipping is fast. Sometimes FedEx has delays but that is not the fault of Chewy. Now for the amazing part, we had ordered prescription food for one of our cats with renal failure. It was hard to get her to eat so we bought different brands. We had only fed her one of the cans from the case of food which she didn't like. Shortly afterwards she unfortunately passed away. A couple of weeks passed and I contacted Chewy about a possible return of the remaining cans. They gave us their condolences and immediately issued a refund. Then something absolutely wonderful and unexpected happened. A delivery person came to our door with a floral arrangement. It was from Chewy for the loss of our pet. It brought tears to our eyes for the amazing gesture. This was above and beyond! We are Chewy customers for life!
I can’t say enough great things about chewy. I’ve relied on them for years for all my cats needs, and their customer service is stellar. I even needed to chat with their online vet for a health emergency and they were incredibly helpful and compassionate. Great selection, crazy fast shipping. What’s not to love!
I have had a tremendous great experience with any issues ive encountered. Just recently loss my furry ❤️ baby . She passed from thyroid condition. Her vet. Approved a medication to be ship when their the ones that has her remains. However, Chewy ' refunded my funds immediately. They also sent me a beautiful flower' to send their condolences. Truly made my day .
They are very slow with their returns.
I have been purchasing products through Chewy for 4 years now. They usually have the lowest prices and the best deals for pet food and supplies. Usually I would give them 5 stars. Recently however their customer service has changed and I am sad about that. I am sure they must have had to find a way to cut costs.
Changing to another vendor due to my requests for autoship being ignored 2 months in a row. I am traveling. I don't need the dog food sent to my home,Im not there. Went online in March to change the auto ship to arrive in July. I've been charged and shipped for April and May. They have had a 60 day notice and still keep shipping and I can't use anything but a chat line to cancel to shipment. Over $80 wasted on their greedy autoship program. I had to call my credit card company to block them. Horrible!
We’ve been using Chewy for several years. The few times we had issues, with either a missing shipment or the wrong shipment, they’ve immediately addressed the problem and worked with us to refund the money and replace the product.
Chewy.com has the best customer service of any company I've ever dealt with hands down! When my cat passed away and I called them about returning unopened prescription food they gave me a refund for both the unopened and opened products I had ordered when he got sick. And, if that wasn't enough, a few days later I received flowers from them along with condolences! I wish companies that sell products for humans would be as kind! I am a customer for life!
Love the products and the timely shipping, but the website performance is horrible. Waiting up to ten minutes for page loads and more. Literally have to plan for 20 to 25 minutes just to place an order. It is my least favorite site to go to.
We have loved using chewy the past few years. They always have the best prices and incredible customer service. When we lost our pet unexpectedly, they gave us a full refund on a recent food order we had placed and told us to donate the food to a local shelter. We will continue using chewy for all our pet needs!
I emailed Chewy with frustration that I could not post a product review. Did not expect any response but did receive an email from their contracted company that handles review with 'directions' on how to post......which was not helpful at all!!!!! It had been handled by AI and clearly mis-interpreted the situation. Weeks later I received a call from Shellyann, a supervisor at Chewy asking about my experience/problem with the issue. Talk about stunned.....a real person actually contacting me. She spent time listening to me, and thanking for my time. Thought that was the end of it....however, a few weeks later, she called again, asking again if the issue had been resolved. This woman is totally AMAZING! I am in my late 70's and have NEVER had anyone from any company contact me for follow up via phone, People talk about above and beyond customer service.....ShellyAnn is in an entirely different category. Chewy corporate: I hope you acknowledge this outstanding employee you have making your great company experience take it five steps beyond.
Chewy has the infrastructure to support its customers, answer questions, and always accommodates customers who have issues with the products. All companies should operate this seamlessly!
We just received a coupon for our Rosie's favorite goodies, Zukes dog treats. I let Chewy know that we had Rosie put down 3 months ago at 18 years old when I canceled her repeat dog food order. They even said they were going to send flowers, which they didn't. My daughter felt you sending that coupon was very insensitive. Please from now on update your accounts. That brought back more heartache!!!!!!!!!!!
Based on 17 verified customer reviews, Chewy.com holds an average rating of 3.8 out of 5 — rated Good on ReviewTerminal. 71% of customers gave 4 or 5 stars.