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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Customers mention
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.
They are very slow with their returns.
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 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.