Chewy.com Reviews

Name: Chewy.com
Rating: 3.71

3.7 Rating 650 Reviews

66 %

of reviewers recommend Chewy.com

Company Reviews

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Metrics

3.7

Based on 650 reviews

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

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Phone:

800-67-CHEWY (672-4399)

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104

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“My daughter and I both used Chewy. My daughter died earlier this year and I called Chewy to close her account. The representative was very kind and understanding. Which was a blessing as I have had a horrible time closing down her accounts. The next day I received a shipment from FTD. It was a beautiful flower arrangement from Chewy with their condolences on my daughter's passing. I have been a Chewy customer for many years and will keep using them for as long as I have pets! Great company!”

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Posted 2 years ago

“Can't say enough good things about chewy never a problem with orders, shipping or returns always very nice to me on the phone customer service such nice people I've been using chewy a long time never an issue ty chewy!!”

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Posted 2 years ago

“How could anyone give Chewy less than a 5 star review? We've been customers for 7+ years and LOVE this company. We've ordered dozens, if not hundreds, of items from them. They have real customer service- like, an actual person picks up when you call and deals with your ask right away, with clear communication. Or same over chat. If there is an issue with an order or you don't like a product, they will often just refund it entirely and ask you to donate the item rather than shipping it back. That's happened 3x to us. How amazing is that? I don't know how they stay in business being so generous to their customers but we are lifelong customers as a result. They almost always have the products we're looking for at prices as good or often better than the local stores. However, we also shop/ support our local pet stores as we like to support them, so try to balance both. Highly recommend Chewy to any pet owner. (I have zero affiliation with the company, just a happy customer)”

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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.”

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Posted 2 years ago

“I had an auto ship for my dogs meds. We changed vets and they cancelled my order. They said a new order had to be made with the new vet. Then they shipped it out twice charging us twice. They said cancelling the order did not cancel the auto ship! What?!?! Refused to accept a return and reimburse me for their mistake”

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Posted 2 years ago

“This is by far the best company selling anything in the United States. A REAL HUMAN ANSWERS THE PHONE, they ship so fast and keep you up to date every step of the way. It is unreal how friendly and efficient they are. Great selection, good sales.”

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Posted 2 years ago

“This is a generous and compassionate company. When our beloved pet passed, chewy refunded our last auto shipment of his supplement and told us to donate what we had left. And then I was stunned later that day when a lovely bouquet of flowers in a glass vase (and a sweet card signed by their employees) arrived at my door - from chewy! That surely encourages the healing after such a loss and I am very appreciative.”

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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.”

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Posted 2 years ago

“I tried to order heart guard and for some reason Julie canceled the order without notifying me. So we ordered it re-emailed the prescription the gentleman confirmed he got the prescription and will take care of calling the vet on Monday. So I still don’t have a prescription so I called today and tomorrow said he would call the vet and call me back. Called me back and said read your email which of course I did not get an email from him. So I called back and spoke to a supervisor and he basically told me they don’t except email versions of prescriptions that has to be mailed in. Why on earth would it take me multiple phone calls and I still don’t have a heart guard and I won’t be getting it through Chewy. Thanks for the run around!!!!”

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Posted 2 years ago

“I was ordering all pet supplies on Autoship $200 +/mo. They were shipping all in one box which weighed at least 100 lbs. I asked repeatedly to please ship in two boxes as I could not lift 100 lbs. Did it once, then went back to 1 box. Got tired of calling over and over, so I just empty the box on the porch...real fun in the rain and winter. Also, constantly out of stock on basics, "autoship savings" deal is minuscule, and delivery went from 2 days to whenever. Last straw was when their pharmacist refused to fill a prescription written and confirmed correct by my veterinarian for my ailing / in pain 11 y/o dog, taking over a week without notifying me of any issue, so I called, was told it would ship next day, only to call again and find the pharmacist has decided he knows more than my vet of 35 years experience. His "judgement call" has left my dog suffering, significantly rolled back her progress /well being, and will have to restart this treatment from the beginning (more bucks for me). When I asked his reasoning between the drug my vet prescribed and the one he would fill (which are exactly the same active ingredient) his only reason was one had a preservative and the other not...except the other he was willing to fill costs almost double. The script was written so that the drug would be used before any expiration date would occur. It was complete nonsense. It was pretty clear Chewy cared more about profit than my dog. I canceled all services and went to competitor Pet Flow...same autoship service with a full $10 discount every order, same products but less expensive, same delivery window. Wasn't a tough choice at this point.”

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Posted 2 years ago

“Chewy's auto-ship service has always been excellent. When I had to change an order, it was easy to do online and by calling customer service. Everyone was pleasant to work with. When I lost my best buddy on Memorial Day, 2022 they were so kind to send me flowers. Very heart-warming company to do business with. That gesture was deeply appreciated and again brought tears to my eyes. Thanks”

Chewy.com 5 star review on 6th August 2022

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Posted 2 years ago

“In still dealing with chewy on trying to get an order shipped. This is the first time I've had such a hassle getting my cats special diet food. The prescription is on file, it's valid for unlimited refills and expires in 5 months. I've made at least 10 calls in the past week to get this order processed. I've even canceled and resubmitted on the advise of customer service thinking there was a glitch in the system. It keeps coming back denied. I'm frustrated and can't seem to get the food. My special needs cat is now out of food!! Maybe they will send flowers since my cat will be starving due to their lack of sending my order.”

Chewy.com 1 star review on 2nd August 2022

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Posted 2 years ago

“Chewy sent me a product that I did not order, said it was on auto ship, which it was not. They will not accept a return . So I must pay for something I did not order, customer service is not understanding. I would caution every one dealing with Chewy.com , there are safer alternatives. This once was a good co. to deal with but not any longer.”

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Posted 2 years ago

“Sketchy how your orders get cancelled out of the blue with no explanation. Easier to go to the store and buy faster and cheaper.”

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Posted 2 years ago

“Chewy is an amazing company! They recently learned one of our dogs had passed over the rainbow bridge and within the next couple days I received a beautiful flower arrangement. I always like talking to chewy customer service representatives because they are so nice and so knowledgeable!”

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Posted 2 years ago

“I recently loss my pup and I called chewy to return some unused items. Not only the refunded me they also sent us some flowers to extend their condolences. Thank you Simone from Chewy!”

Chewy.com 5 star review on 28th July 2022

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Posted 2 years ago

“I am a Chewy customer for life. This company has not only sent me flowers after putting Dozer down. But they also called me. I started using them at the beginning of the pandemic because Dozers food was becoming hard to find in stores. I continued to use them because it's an swesome company and the customer service is outstanding. So anyone who is wondering if you should start using Chewy, you won't regret it.”

Chewy.com 5 star review on 23rd July 2022

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Posted 2 years ago

“I like Chewy , they seem fair when it comes to prices but customer service is not there. I have used Chewy four years and have had numerous complaints about their use of Fed Ex as a shipper. I have had product spilled on the yard or crushed from the shipper fueling the boxes. the last e mail I sent CS is as follows, Question Reference # 220721-159017 Image07/21/2022 09:04 PM Hi there Richard, I am very sorry to hear that your recent experience with Chewy has led you to stop services with us. Although you'll be dearly missed, we fully understand that our customers must do what's best for them and their furbabies. With this being said, should you ever get curious about a product, or even a question that comes to mind, know that we're here for you, day and night, waiting to lend a helping paw. Warm regards, Danielle L. Customer Service Chewy Image07/21/2022 08:43 PM Again I have broken items in my order, I have tried to let you people no that I will buy from a close retailer if I keep getting ruined Producers toss the boxes on the step and have talked to them. They tend to say ok and vs. This last was cat food 15 dollars and half a case of dog food ay 35 dollars a case. I have seen the delivery driver toss the box on the ground as well as destroy my wife’s plants. So enough is enough, I quit. As you can see after years of feeding Chewy it bit me in the ass. so good bye chewy .”

Chewy.com 1 star review on 22nd July 2022

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Posted 2 years ago

“Great customer service is sadly lacking today and I'm inspired to write about it upon finding it! I've been a Chewy customer for several years and have been satisfied but not raving. Recently I've encountered a few issues with my vet not authorizing a prescription and FRAUD on my account. Not setting up for a good situation. But here is where it get's amazing....I called at 5:27 PM PST to their 800 number posted on their website and a live person, who speaks perfect English answered the phone. (I mentioned the time because many companies don't service those on the West Coast) She went through reasonable questions to verify my identify and quickly addressed each of my issues. Without my asking, she immediately offered to refund the order that was fraudulent on my account and went through the password reset scenario to protect against future cases. And then we discussed my new pending order than needed the vets authorization. It was so easy and wonderful and exactly how I wish I could interact with other major companies. Thank you, Daisy (that was the customer service person) and Chewy. You have a earned a long time customer with me!”

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Posted 2 years ago

“Chewy should be ashamed of themselves. I have been a loyal customer spending thousands of dollars for dog food and cat food for over a decade. This was the first time that I needed a prescription it wasn't for opiates it was for Saline and electrolytes IV fluids. My dog was so sick on Sunday our veterinarian said it would be best to put her down. I wouldn't accept it because she was just fine the day before she got back scenes this all came on very fast right to the point of diarrhea and blood. The IV fluids we were giving her at home from the vet at $45 a bag for 500ml for working and making her come back to life, eating and drinking. The vet told me he gets his IV fluids from chewy. I called chewy with the prescription and Christine who I've talked to before who should not be working with customer service due to her rudeness told me I needed to mail the prescription. In a crying voice I told her my dog will not live that long if I have to wait can I please email the script or can the doctor call you? She said no this is our policy. So over policy my dog is going to die. I want everyone to know this story so that they do not depend upon chewy for food or especially prescriptions to keep your dog healthy or even from dying!”

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Posted 2 years ago

Chewy.com is rated 3.7 based on 650 reviews