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Chewy.com Reviews

3.7 Rating 494 Reviews

64 %

of reviewers recommend Chewy.com

Company Reviews

3.7

Based on 494 reviews


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

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800-67-CHEWY (672-4399)

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Chewy.com 5 star review on 30th March 2024

Chewy.com 1 star review on 19th March 2024

Chewy.com 5 star review on 21st January 2024

Christine Grimes

Chewy.com 1 star review on 28th October 2023

Chewy.com 5 star review on 11th October 2023

Jackson’s Mom

Chewy.com 5 star review on 22nd July 2023

Chewy.com 4 star review on 15th July 2023

55

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I placed an order on Sunday and received my confirmation email. Later that day, I received a second email (which I didn’t see until days later) needing confirmation of my information. When I called them all they needed was to release my order. There was no actual confirmation needed. However, the representative explained that they do this to prevent fraud. Very frustrating business practice. It’s a $80 order. My order will now arrive later because of this.”

Chewy.com 1 star review on 19th March 2024

Posted 1 month ago

“We had a bad experience. It has taken two weeks and 7 phone calls between the vet and chewy only to get the same message, it will be there in 1-3 days. It's been two weeks! Our family pet really needs this Medicine daily to save his life and I'm disappointed that they couldn't get their act together to make this crucial decision to get the Medicine to us when they said it was coming in the first place. We will be using a different pet pharmacy from now on.”

Posted 2 months ago

“Today, January 25, 2024 I had the displeasure of speaking to Sarah, one of their pharmacist. Sarah was by far one of the most unprofessional, unpleasant, and condescending people I have ever spoken with. She refused to apologize for my autoship being removed and blamed me for their mistake. She spoke to me in such a mean and belittling manner I requested to speak to someone else. Susan, Customer Service Representative was extremely unfriendly and rude. She is definitely in the wrong field. Kaitlin, Pharmacist Lead was my third transfer. She was incredibly friendly, kind, and helpful. Kaitlin apologized for the oversight and went above and beyond to assist me. She was exceptional and extended amazing customer service!”

Posted 3 months ago

“Unfortunately, I cannot rate 0 stars. Pharmacy Service is HORRIBLE! Customer Service Reps and Supervisors are very friendly and helpful but Pharmacy is totally incompetent. We have been calling Chewy every 2 or 3 days since January 8, 2024 trying to a get Symparica Trio prescription filled. It is now January 22 and we still do not have the prescription. We get promise after promise with no results. We have been told 4 - FOUR times it would be here tomorrow. After one of the "it will be here tomorrow" we received a phone call 3 days later asking if we want the prescription filled. If they hadn't even filled it 3 days after talking to Chewy, how was it going to be here 2 days BEFORE they started filling it? BTW - we were told again this evening that it will be here tomorrow I HEARD THAT BEFORE! I'm not sure how I can complete the info below - THE ORDER STILL IS NOT HERE!”

Posted 3 months ago

“On line rep. Was not helpful. Continue to talk over me while I was speaking.”

Posted 3 months ago

“What has happened with Chewy’s Customer Service? Our rescue was spending thousands of dollars a year with Chewy, for many years. Recently, had several order issues, missing item, damaged item, all caused by poor packing of orders. Apparently, that put our account on some sort of “these folks are criminals” watch. Most recently, we ordered two bottles of a liquid supplement. Chewy shipped the liquid on its side, no packing, rolling around in a box. By the time it arrived, it was leaking all over the inside of the box. I contacted what used to be Chewy’s great customer service, I had photos to send in case they wanted them, and I simply wanted to return the damaged, leaking bottles for new ones. Instead, I received a cut and paste type of response that Chewy would need to open an investigation with FedEx and to allow several weeks for that to be done. Then, as added insult, a cutesy ending about giving Custer a belly rub. We don’t have a Custer and never have. I replied, again explaining that it wasn’t a FedEx issue, the outside shipping box was in perfect condition. I again received a generic response, basically telling me too bad, an investigation was initiated and to allow several weeks. This left us without the dog’s supplemental, which I ended up needing to make a thirty minute drive to buy. It has now been over three months, still no response from Chewy on the “investigation.” Apparently, Chewy will not honor their return policy, so they basically stole $60 from our rescue with incompetent shipping and refusal to take any responsibility or willingness to exchange the damaged items. Our rescue finally sent a request to close our account and wow, within a few days, an email from Chewy’s it department that they had deleted our account as requested. Not one person at Chewy ever even asked why. So much for the “Chewy Cares,” in regard to “helping” rescues. I am so sad to see what Chewy has become. No choice but to go through our credit card company for a refund.”

Posted 3 months ago

“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.”

Posted 3 months 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”

Posted 3 months ago

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

Posted 3 months 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!”

Posted 3 months 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”

Posted 3 months 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.”

Posted 4 months 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”

Posted 4 months 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.”

Posted 5 months 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.”

Posted 5 months 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

Posted 5 months 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.”

Posted 6 months 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.”

Posted 6 months 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”

Posted 7 months 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”

Posted 8 months ago

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Chewy.com is rated 3.7 based on 494 reviews