Name: Chewy.com
Rating: 3.67

“I had placed an order for cat food. Realizing I used the wrong payment method, had talked to somebody on the chat. Asked them to cancel my order because I didn't want to use the payment method I didn't want to use. Some idiot canceled my order and told me she can changed my payment method to what I want. Well, I checked and to my surprised they never changed the payment method to the one I wanted to use. How can they be that dumb and don't do it if you don't know how to reorder my stuff and use the wrong payment method. Somebody is a real idiot. Cause my charges go up because of the dumb ass.”

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Posted 2 years ago

“They were trying to make up for another mistake by sending me some stuff but they sent it to the wrong address even though I went over my new address with the girl on the phone two to three times so now I have to wait an additional 2 to 3 days for my kitty litter mind you I'm in the hospital when all this was going down I just got home I can't even go to the store to get kitty litter it should have been here already these people don't have any clue the trouble and pain they cause people when they don't do things the right way my stuff should have been sent to the right address not to some old address and now it's going to be just thrown out”

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Posted 2 years ago

“Chewy refused to accept a return on an expensive prescription mistakenly ordered. Now my cat suffers becsue of this. I spent hundreds.”

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Posted 2 years ago

“Absolutely terrible. This is my worst online shopping experience ever. I purchased an item with 12 month full refund warranty. It broke after 8 months so I sent it back. They never refunded me. I called customer service many times and they were not helpful. So I ended up losing the item since I sent it back AND I didn’t get my money back!! Robbery!”

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Posted 2 years ago

“Chewy deserves a negative review. I ordered dogs bones for my dogs. When I received them they had mold on them. I’ve gotten orders that items were half full and one the cat litter didn’t have a cap and the litter was spilled. Just recently I ordered two e-gift cards that were never sent (ruining Christmas) but they did charge my credit card!! Greedy company. Prices aren’t that great either, can do better locally. Worthless”

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Posted 2 years ago

“If I could give this company 0 reviews I would in a second! I have never been so insulted and humiliated in my entire life as they made me feel today. I placed an order and received an email saying I needed to call to confirm my order before it shipped out because of a coupon that was already in use. However, this was a site wide coupon and not a coupon that was assigned to me. Great, I called and even the rep was confused. She said she would forward this to higher ops and I would get an email once it was resolved. The next day another email saying I needed more information to complete my order. I called and the rep asked me for my phone number so they could confirm my order... Okay, I did that, and then they asked me to provide the name of the product, description, and color if applicable. I laughed because, honestly, I thought it was a joke. and said, "This is ridiculous." He continued by saying that I needed to give the most correct information if I wanted the items shipped and that this was not a joking matter. I requested to be transferred to someone else at this point since I felt like the individual had an attitude towards me. As I was on hold, I told my husband as he was passing by, "are you F**ng kidding me" This person on the other line has the nerve to come back and say "did you just use profanity?" I said Yes, I'm in my home and speaking to someone else. " I mean, I can't speak to anyone else while I'm on hold! the "supervisor" named Carol then proceeded to accuse me of creating multiple accounts to get a discount. At this point, I was already aggrevated and said you know what? cancel this order and close the account. I have never felt more humiliated in my life as I did then, and all for what?! For saving an extra buck? Well, Chewy just lost me as a customer, and I will continue to let my family and friends know about this.”

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Posted 2 years ago

“Poor delivery of items, cust.serv at chewy was no help, did not bother to contact fed ex for me and told ME to contact them!!! I will never use chewy again, I can get what I need at Walmart for the same price”

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Posted 2 years ago

“I’m shopping for Black Friday sales and I noticed that chewy had a new customer sign up for free shipping so I signed up but it didn’t give me free shipping and then they sent an email saying that I had to call them so I called them and they wanted to confirm that I had made the order so I answered questions and then they said I was getting another call from the customer service department so I’m just annoyed aF ( what a hassle and they said no free shipping ( so false advertising for free shipping ) WTF.”

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Posted 2 years ago

“Bate and switch! Comparing prices on Amazon and chewy for my cats very expensive cat food. Signed in to chewy they offered 50% off on AutoShip for the food. Of course I ordered the food through chewy. I get an email saying I need to call to verify my payment information I called I verified it. The next day my order still sitting there not shipped. I sent another email. Why is it not shipped? They say please call us. This is now two days, I call, I’m told that the problem is I’m not eligible for the 50% off…they will ship it out at a higher price which is higher now than Amazon. I told the girl you offered the 50% off I didn’t ask for it. I had no coupon for it. It was just there on my account , she said sorry basically that’s too bad do you want me to redo the order at a higher price? Of course I said no I will order it through Amazon. I had ordered from them before, I had no idea why they offered me the 50% off on the first autoship but if it’s a glitch then they need to fix it and honor the price. The very least they could have done was tell me when I called the first time instead of waiting 2 days.”

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Posted 2 years ago

“Disappointing during a time of heartbreak - Zero Stars more appropriate!! I’ve used Chewy for years, since my rescue dog, Oliver needed to be on a prescription diet. Chewy became my source for everything dog related, and even more so when we added a puppy to our family. Oliver was diagnosed with congestive heart failure last year and needed to be on quite a bit of medication, hundreds of dollars a month, all purchased through Chewy. On August 19, 2023, my sweet Oliver passed away, 3 months shy of his 15th birthday and after 14.5 years of devoted companionship. Our hearts were, and still are, broken. I called Chewy the next day to notify them, through my tears, of his death and to cancel all of his medications, etc. Anyone l know that has used Chewy and lost a pet has really appreciated that Chewy will send flowers or something to the home. Well, l guess Oliver and l aren’t good enough for Chewy because they couldn’t be bothered to send us anything. Funny thing is, in his last days, Oliver wasn’t interested in eating and l kept trying different foods to entice him, so l tried Farmer’s Dog. I only placed one order with Farmer’s Dog before Oliver passed, and when l notified them to stop additional food from coming, they sent me a plant and a condolence card. After only one order! And from Chewy? Not even a condolence email or card! 5 stars for Farmer’s Dog, ZERO STARS FOR CHEWY. So disappointed and spoiling my other pup from anywhere BUT Chewy.”

Chewy.com 1 star review on 28th October 2023

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Posted 2 years ago

“I placed an order on September 1, 2023. My card was doubled charged on the 2nd and the 3rd, after the pending hold fell off on the 1st. I've provided proof that it is an actual debit from my account, yet, I still get the same scripted generic response from the accounting department. "When a pending hold is placed it usually falls off within 24 ti 48 hours after the actual charge. We're a month past as I said and everyone I speak to refuses to acknowledge I provided proof of an ACTUAL DEBIT. They are very unprofessional and unconcerned with their mistakes and taking my money.”

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Posted 2 years ago

“So disappointed with Chewy right now 😡We have been loyal customers for years… dog food on Autoship, plus various other items for our 3 household pets. Not to mention purchasing gifts for extended family & friends over the years. But yesterday I ordered $130.00 worth of items during their FALL promotion, expecting to receive a $30 e-gift card and DID NOT receive it. After calling Customer Service, one representative told me it was because one item in my cart did not qualify even though I spent over $100.00 without that item! That doesn’t make sense. After talking to a 2nd representative, I was told “Yes, that promotion was very confusing to a lot of customers “. Come on Chewy… you used to be better than this. Why so shady?? I’m looking elsewhere. The delivery of our Autoship was always a terrible experience anyway. States right on our address lable to leave the package on our front porch ( OUT OF THE WEATHER). Nope… several times it was dropped at the end of our driveway, or right in front of our garage door in the path of our car coming or going from inside the garage. And I lost count how many times the food got wet from rain! I called so many times plus created a Fedex account to again place a note to PLEASE place on our front porch. It’s just tiring & such a let down.”

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Posted 2 years ago

“My orders with chewy have that or I should say cost me around $400 every month. This month however I was short on my order and I was told that they couldn't do anything until they waited on FedEx to investigate as to why I did not receive part of my order. Part of my order was delivered 2 days ago and now they're making me wait till they get through with an investigation with FedEx they refuse to refund me reorder or anything else they said it could take up to 78 hours. I have talked to the manager and and of course they are not the easiest people to talk to if you don't get a good representative when you call then you are hurting. They will not work with you and they sometimes are rude. Those Representatives should not even be working with the public that is my view on that. I have been a loyal chewy customer for about 10 years but for them to tell me I have to wait to get the rest of my order or a refund and actually there is no limit they just said until they do a investigation with FedEx which to me is not fair for the customer. In fact chewy used to take care of the customer but like I said not now not what I'm going to hear when it is it is so unfair and rude that I will not be ordering from them again I will put my order in with someone that's going to appreciate my business. The original representative I talked to about this as I said was rude and just didn't care about the customer”

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Posted 2 years ago

“Had to call over five times to get my dogs prescription even though they have a button that says let us do it is so much easier and all they ever tell me is we sent an email to the vet yeah I know you did but your email goes to junk mail so call the f****** vet like you said you would and do your job after this I'm done using my this website poor customer service and a bunch of liars”

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Posted 2 years ago

“After receiving Chewy auto shipments to my home for 4 or 5 years I'm NOT a happy camper and disappointed at Chewy's discriminatory singling out customers credit card procedure. ****I called Chewy's 800 num Aug 5, 2023 7am Central NJ eastern time & spoke to a young male voice who slurred his name to tell Chewy I just received a email from Chewy that my auto ship order was going to be delivered on or about Aug 9 & I wanted to have it shipped asap. He asked me about my pet and I gave him my name of 75 years, phone number of 23 years, address of 45 years, email of 10 years & he asked me for my last 4 digits on my credit card. I told him I don't remember which credit card is on file with Chewy and no one has ever asked me before. (Dah...if I had not called to ship the order sooner Chewy WOULD HAVE USED MY CREDIT CARD ON FILE for the auto shipment for Aug 9, 2023) I asked to speak with a manager who identified himself as Joseph and told him no one ever asked for my credit card information before when I changed my order. I'm a handicapped person in a wheelchair diagnosed with heart failure & its hard for me to get across the room to get my credit card info. I came back to the phone giving my 2 credit card info numbers not knowing which one was on file with Chewy. Joseph told me he was giving me a 10% discount on my order, were I replied great a 10% discount for a heart attack. CLINCHER: Joseph asked if I still wanted to send out the autoship. I replied, Hell Yeah. 0 customer service. very very very disappointed I always received above average treatment before from Chewy. CHEWY YOU COULD HAVE DONE BETTER”

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Posted 2 years ago

“Chewy, in my opinion, for some reason unknownst to me, has suffered a horrible downslide. In my opinion, Chewy was once an amicable, thriving company, but now has seemed to have suffered a horrible setback. Their customer service is poor. Their canned food arrives badly damaged, their inventory is low, and many needed or wanted items can not even be found on the Chewy app, sending the consumer to other online pet apps and / or e-commerce apps. I hope Chewy comes around eventually because they were a nice convenient way to order pet items, but for now, my local pet store is where I choose to shop for my pets needs.”

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Posted 2 years ago

“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!”

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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.”

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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.”

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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

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

Chewy.com Reviews

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