Name: Chewy.com
Rating: 3.71

“I placed an order for $75 and got this mail: We're sorry, we're unable to process your recent order 1350498479. We’ve identified this order as potentially purchasing items for freight forwarding outside the contiguous United States, and we are unable to process your order at this time. Since we are an online retailer, not a distributor, we encourage businesses like yours to contact a distributor directly. My answer: I have no business! I have a 16 years old cat I recently had to take all her teeth out, and this product is the very few things she is accepting to eat! Do you want pictures, so you don’t blame in vane? How can you lose a client by making assumptions? You made me place a call and you couldn’t ask? If I came to your website is because Amazon doesn’t have chicken flavor; they are sending me 10 boxes with 5 packages like yours as we speak, and they are THE MOST IMPORTANT ONLINE RETAILER!!! What you’re doing sounds either as a racist/nationalist matter… or as people very bad in doing businesses and very good loosing clients!”

Helpful Report

Posted 2 years ago

“I have used Chewy for several years for my cat’s food and Breeze litter supplies through their subscription service. Once, they didn’t have the EXACT items for my subscription in stock, and I got an email saying I could order replacement items with free shipping (code provided.) The problem is that the code didn’t work; I had to buy extra product to get free shipping (I figured it would get used, right?) Then the item came back in stock, and they shipped the subscription! Suddenly I was buried in product and had spent WAY more than I had budgeted for! I thought it was a fluke until we got a puppy; then this nightmare happened: I ordered the 54” x 34” x 30” Frisco Heavy Duty Enhanced Lock Double Door Fold & Carry Wire Dog Crate & Mat Kit. It arrived in a box that had been previously opened and then taped shut again. All the cables to secure things inside the box had been cut, and the pieces had all been shoved back into the box in such a way that they were all caught on each other and bent badly (despite being a heavy-duty metal crate.) We had to cut the box open to get the pieces out. It then took us over an hour JUST TO SEPARATE the parts and another two hours to assemble (as it required bending many of the pieces back into place as much as possible.) When we finally got it together, we discovered that the side door did not latch or swing properly due to bending in the frame (we tested the door before assembly; it swung and latched fine. However, once held “straight,” there is not room for the bent pieces to flex enough to work.) Also, the bars don’t line up with the latching mechanism. Finally, the ad says (in three places) that there is a divider, but there was not one in our box. Chatting with a Chewy rep, I asked to be sent a replacement panel for the one broken side preventing us from using the crate as intended. I was told this could not be done (which, I get, in theory. But why pay to ship a whole crate here and back when we only need one piece?) I was offered ONLY two options: 1. Spend another $216 to buy another crate and eventually get a refund or 2. Request a replacement BOTH of these options, I was told, could be completed ONLY AFTER I disassemble, rebox, and return the entire crate we had just finally put together. Other than repeatedly saying that they understood I was frustrated, there was no consideration for: - the time and energy I had already spent assembling the crate OR - the time and energy I would have to spend disassembling the crate OR - the week I had already spent waiting for the crate to arrive OR - the MONTH (at least) I would spend with a puppy but no crate because I would have to wait 5-7 days for the box (which I had to specifically ask how I would get one before they said they could send me a new one) to arrive, then rebox the crate, then notify Fex ex it was ready to be picked up, likely wait 1-2 days for them to pick it up, wait 5-7 days for the box to get back to Chewy, wait god knows how long for the replacement to be processed, wait 5-7 days for the replacement to ship out, cross my fingers that the replacement wasn’t also broken, and finally assemble another 32 cubic feet of crate. OR - if I bought a second $216 crate, the week IT would take to arrive, AND cross my fingers that the replacement wasn’t also broken, AND finally assemble another 32 cubic feet of crate. OR - the fact that Chewy sold me something someone else had obviously returned without even checking to see if it was in a condition to resell and/or if all the parts were still there. ***I was notified two days later that they can not, in fact, send me a box to return the crate in, but I am welcome to buy one from Fed Ex!*** It is NOT MY FAULT that Chewy failed to verify that the previously returned item was not damaged. It is NOT MY FAULT that Chewy failed to confirm that all the pieces were in the box before reselling it. It is NOT MY FAULT that the crate is bent so badly that it doesn’t work properly. But Chewy apparently thinks it should be ENTIRELY MY RESPONSIBILITY to do all the work (multiple times,) be out twice the cost of the product, buy a replacement box, be without the product I paid for, and/or eat the loss entirely. I did not ask for a free crate. I did not ask for a discount on my crate. I did not ask for a credit. I did not even ask them to provide me with the missing divider. I ONLY asked them to replace the one panel, which was so broken it rendered the entire crate non-functional! I do not find this to be acceptable customer service. So, we suspended our subscriptions and sent in a review of the crate, including our opinion of Chewy’s service. That review is “under review” (and has been for four days as of 05/08/23.) We will see if they actually care or not. In the meantime, if you get a large or bulky item that appears damaged in any way, send it back immediately. Don’t try to work with it, or you might be stuck with it.”

Helpful Report

Posted 2 years ago

“I have had Chewy Autoship for the last 5 years and it has been hit and miss. They always seem expensive. This last week I ordered canned science diet dog food for my dog that is nursing. I ordered it on Monday. I received an email saying I would get it on Thursday and it still has not arrived. I have since had to buy food from Petco. I think it is time to cancel this unreliable company.”

Helpful Report

Posted 2 years ago

“Three times in a row they left package (each was one case of cat food and one small bag of litter) downstairs in my building lobby when the label clearly says deliver to door. There is also a sign in my lobby saying all packages must be delivered to door. I've told Chewy about this several times (they deliver with FedEx) same thing happens. Chewy does nothing about this but FedEx does the same thing over and over. Horrible customer service. I can't lift anything over 5 pounds.”

Helpful Report

Posted 2 years ago

“I ordered a wheelchair for my handicapped pet, the first one got sent back for some bogus reason. I talked to customer service, and she assured me that it would be reordered and sent. Never ordered or refunded. Third time waiting and waiting it's been almost a month and still no wheelchair. Called customer service and guess what? No Wheelchair and being told that I was refunded. No call or notification so I can order from someone else. It not a bone, it a wheelchair that I badly need. Chewy will never get my business again.”

Helpful Report

Posted 2 years ago

“Chewy used to be a good place to order pet food and supplies from. However, within the past year or so, it has gone downhill drastically! Items are always out of stock, they send expired and spoiled food, the coupons advertised never work, false claims, etc. Plus shipping takes a week now and no longer the 2-3 days as they say. Be advised to stay away from this company!”

Helpful Report

Posted 2 years ago

“I’ve been a monthly autoship customer for several years since they first started. They tried to haggle down a promo by offering half of the credit. Once a rep said she was refunding only a partial for crushed cans of cat food instead of exchanging the whole package. I didn’t know reps could make their own rules and nickle and dime crushed packages. They offer false marketing promos. For a $10 credit, they lost a customer because of their deceptive flea market haggling tactics.”

Helpful Report

Posted 2 years ago

“They absolute only reason I am giving them one star is because I don't have the choice of zero. I just found out that they are open and make their employees work on Easter Sunday. I have to wonder the morals, the character, and the lack of integrity this company puts forth. I have zero respect for this company and would never even consider continuing to shop there. I will equally tell everyone that I know. What a very very poor way to do business.”

Helpful Report

Posted 2 years ago

“This was my first and last order from Chewy! I am pet sitting for two months, the owner was ordering canned food for the pet and I was ready to order canned dog food, the suggestion was why don't we order it all hand have it shipped together. OK Well the order arrived, well packaged, inner cartons were shrink wrapped inside the shipping box. Opened the individual cartons, (dog food 12 cans each-cat food 24 cans each). One of every three cans were bent, not just a ding literally bent in, this could not have happened in shipment, the cans could not move. cans were probably received for "bent & dent" store. Out side box had no damage, hand carried to my door by Fed X driver. All my future orders will come from Wal Mart online, never had a dented can, cheaper, and free delivery”

Helpful Report

Posted 2 years ago

“on February 03,2023 I had my vet send out an order for our dog to them for a prescription. I have not received a call, email, text, smoke signal or anything from them to notify me that the prescription was being denied. I called to ask a status of the scrip and I was told by the customer service agent that it was denied from failure to reach the Vet. They placed me through to the Pharmacy Tech who told me that they have not gotten ahold of the vet and that was the reason why it was denied. They then placed me on hold and called the vet to confirm that the script was good. 11 days I had to follow up with them to get this resolved. The pharmacy tech (Bree) the rudest tech, she would not answer any questions on why my order was cancelled, why they did not contact the vet etc. I asked to speak to a supervisor and was told that she does not have a supervisor that she reports too. Every time i spoke she would speak over me; I would tell her that i was trying to talk and she would continue to over speak to me ignoring any questions that I would have. She finally patched me through to a supervisor (Tiara) who explained to me that my order was received on 2/3, and they need to a hear a voice to confirm, which my order was not touched until 2/8. (5DAYS)!!!!! She was alarmed by this and said this should never happened, it should have been completed in 24-48 hours after they received. They never called my vet to get this confirmed and they closed my order. I had to finally get the supervisor to answer my questions, and get this order placed.”

Helpful Report

Posted 2 years ago

“I ordered an important, expensive Rx from Chewy. Waited 3 days for approval from vet. But my vet never never got any info from Chewy and that this is an ongoing problem. I called to report it to Chewy and asked the to check with the vet. They blamed the "portal" and claimed it's not their problem. I don't think they give a shi*. Chewy lost a customer. I found a different Pharmacy.”

Helpful Report

Posted 2 years ago

“We bought the poultry toothpaste several times and it was great. This last time it was not good. We cannot submit review or get assistance.”

Helpful Report

Posted 2 years ago

“I placed the prescription order for my dog. I checked the tracking number shows the package was delivered on 12/2/2022 9:52 PM. Chewy app shows my package was delivered on 12/3. However, I didn’t receive the package at all. I ended up need to call them. I received the email from Chewy said if it happens again they aren’t guaranteed to provide the replacement or refund (I have attached the email). The prescription item is not cheap and I didn’t receive the package. They delivered the replacement today but I definitely don’t want to buy anything from Chewy anymore. I think they should have better carrier and better service. I check Petco and Petsmart all have the prescription item. I just want to say Chewy is not the only choice. Everyone can check and order from other stores.”

Chewy.com 1 star review on 7th December 2022

Helpful Report

Posted 2 years ago

“Bad dog food! I ordered and received the food very fast the problem is that it had parasites and gave my dog severe diarrhea. It was awful. Will not order from here again.”

Helpful Report

Posted 2 years ago

“I overnighted a prescription to Chewy after not being able to get it because of Hurricane Ian which my dog needs due to arthritis, congestive heart failure, and atypical Cushings disease. Since the med is a prescription, I have to wait for a week prior to the end of the prescription to get the written script from my vet. So, when they were back, I picked up the script and paid almost $60, on 10/3 to overnight to Chewy. They received it the next morning and called me to confirm they received it and would be shipping it out immediately. I should have gotten it this Saturday 10/8. During the call on Tuesday morning 10/4, I specifically asked if they could overnight it and I would pay for it. They, of course told me no and the only option was ground but assured me it would be here by 10/8. On 10/8, I received an Email that it would not be here until 10/10 but when I called FedEx, they said it would not be here until 10/13. I called Chewy to see what they can do to help as I was a direct hit with the hurricane and my dog needed his meds or it could kill him. It is stuck in Ellenwood GA where the hurricane hit after leaving Florida. Neither FedEx nor Chewy put a plan in place for this natural disaster. They just shipped to a place that is experiencing flooding and when I pleaded with them to help me, they would not do anything. I have been a patron of Chewy for over 6 years and purchase over $1000 in food for my animals, meds, toys, etc. They took my money when things were good but when a natural disaster hit, they failed miserably. If you have an animal that has health issues that you have to have medication for, I highly suggest you go elsewhere rather than risk your pet's life. Chewy has done a horrible injustice to the people of Florida during this natural disaster and would not even think outside of the box to help me or other pet parents in Florida, knowing we would have paid any amount of money to get our babies' meds. They took the easier way and decided to not help us get our pets' medicine. It is shameful and I have canceled all autoships as well as canceled my account. I WILL NEVER USE CHEWY AGAIN!”

Helpful Report

Posted 2 years ago

“We've been a customer for years. However, over the past year, it has gotten do terrible, that it really seems like a different company. I've had 25-30% of my orders refunded, replaced or partially refunded. Recently, our box was delivered with 2 cases of Dog Foid and one of Cat Ffod. We also had, once again, a completely busted open container of catching that's. It was a huge mess, same exact issue, back yo back orders. 😤 Its surreal. We had zbts everywhere! The prior order, they had busted open the container before shipping, put a pice of purple tape around the container, shopped it anyway. I did a chargeback with my CC company, as I'm tired of getting refunds, excuses and overall lies. They really don't care about you. We spent 300 to 400 a month. NO MORE!!, It's time to run them into of business. BOYCOTT, as I believe damages are intentionally inflicted, because I called to complain several times. Let's all speak loyalty and loudly, using our dollars. Please BOYCOTT. More about Chewy to come on our website and other review sites. I tried to post photos, this site blocked them, even though the format is correct, initially. Anyway, I changed the format, it's perfectly fine now.”

Chewy.com 1 star review on 27th September 2022

Helpful Report

Posted 2 years ago

“I’ve been waiting on a refund for two months now. After calling 7 times, 3 supervisors and multiple attempts to process, I still have not received my $156 refund! They keep giving me the run around on why they can’t do it or they say it’s on its way. Save your speech and send my money please!!”

Helpful Report

Posted 2 years ago

“Ordered prescription eyedrops for my poodle. Rather than accept a picture of the prescription, they contact the vet to confirm, a process which "usually takes 1-2 business days". After a week - nothing, I called Chewy. No vet confirmation yet, service rep said. He called the vet while I stayed on the line, came back and told me it was all set. Drops would arrive in 4-5 days. Too long, since I now had nothing to keep the pressure in her eyes manageable, but I decided to trust them. Five more days pass and nothing. I call again. Service rep says THEY HAVEN'T HEARD FROM VET YET. I tell him I've already done this once and my dog is suffering because of this unexplainable delay. Silence. I ask "do you understand what I just said?" With forced patience he says yes, offers no apology or explanation. I cancel the order. Order dog toys from Chewy, but not prescription drugs.”

Helpful Report

Posted 2 years ago

“Ordered $350.00 of cat food, litter and supplies. Nine days later food has still not arrived.talked to customer service 4 times and got bad information. Have had to go out and buy food twice this week. Plus NO discounts unless I set up a recurring order.”

Helpful Report

Posted 2 years ago

“I was a loyal Chewy customer for years for all of our pets, however, no longer. In the past several months, their customer service has gone wildly downhill. They used to have top notch customer support who would give really good advice and helpful input on everything from cat food to dog toys. No longer. Most of the time now, packages are never on time. I routinely receive notices that "your item has been damaged en route" with instructions to call Chewy to place a new order, which is a huge inconvenience. If the package is damaged en route and never arrives and the carrier notifies both me and Chewy, Chewy should take the initiative to send a replacement order (an apology would be nice, too, but you'll never get one). Then, you're on hold until someone who makes it clear they would rather be doing anything except customer service comes on to grudgingly replace your order. Chewy also recently opened an online pet pharmacy which sounds great and convenient until you try to use it. I had one good experience but, after that, it was a disaster. They lost my paper prescription that they required I send them by snail mail, at my expense, and then claimed my vet refused to approve two prescriptions. When I contacted my vet, they were shocked and said Chewy never reached out to them. They sent me an email confirming that, which I forwarded to Chewy. Chewy said there was nothing they could do. That makes no sense. At one point, I asked to speak to a manager. A very angry sounding woman who identified herself as Veronica or Victoria came on and said I was required to submit to being on a recorded line. I said no problem and I would record as well. She said she didn't consent to me recording; that only Chewy had the "right" to record (with?) and then hung up on me when I questioned that. Why so afraid? Because you know you're going to give terrible customer service? Everything you can get on Chewy, you can also get online from other providers or, better, from your local pet supply stores. The only thing Chewy had going for it was its convenience and, prior to a few months ago, the formerly good customer support. There's simply no reason to use this company any longer.”

Helpful Report

Posted 2 years ago

Shipping & Delivery
Delivery Methods	Postal Service, Courier
On-time Delivery	Greater than 92%
Customer Service
Communication Channels	Email, Telephone

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