• Chewy

2018 CUSTOMER CHOICE AWARD

Chewy

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Overview

Chewy has a rating of 3.07 stars from 1,099 reviews, indicating that most customers are generally satisfied with their purchases. Reviewers satisfied with Chewy most frequently mention customer service, dog food, and auto ship. Chewy ranks 12th among Pet Supply sites.

  • Service
    363
  • Value
    337
  • Shipping
    351
  • Returns
    249
  • Quality
    307
Positive reviews (last 12 months): 43%
Positive
46
Neutral
3
Negative
58
246
See all photos

What reviewers want you to know

Positive highlights

  • Their customer service has always been great with the few issues I've had.
  • I normally buy my dog food from Amazon but Chewy always has what I need.
  • 2018 Customer Choice Winner

Critical highlights

  • I live in a rural area where it's hard to find much stock of cat food, never mind decent food for my two cats.
  • As a new customer to chewy pharmacy I am very disappointed.
  • Someone was making illegal purchase with my credit card using the account I had opened up a year ago with chewy.com.
How would you rate Chewy?
Top Positive Review

“Above and Beyond”

Lauren S.
1/30/24

Above and Beyond I have been using Chewy's automatic subscription for my dog's flea/tick medication for over 5 years, but when my dog suddenly died on Thanksgiving, I didn't even think to cancel this subscription. When the medication arrived in the mail, I sent an email to the support team explaining our heartache and wanting to return the medicine and receive a refund, if possible. The support team was incredible. They responded in genuine compassion, told me I could donate the medicine to a dog rescue near me and they would immediately refund my account and cancel my remaining subscription for me. I was very touched, but then they sent me a beautiful bouquet of sunflowers in memory of my Ivy a week later that left me in tears. When our family is ready for another dog, we will absolutely be using Chewy whenever we can. I would recommend them to anyone. Thanks again Chewy and Matthew L for the comfort you brought us during a difficult time.

Top Critical Review

“Order delivered next to the trash can on the street”

Denise B.
2/10/24

My orders were delivered further from the porch each time and the last box with food was placed next to the trash can in front of the house. I find it very rude and disrespectful. I have a rotator cuff injury. I called Chewy to express my concern and I never received a callback or any email as a follow-up to address the situation. Very disappointed!

Reviews (1,099)

Rating

Timeframe

Other

Reviews that mention popular keywords

customer service (458) dog food (155) cat food (68) pet supplies (62) chewy pharmacy (7) credit card (20) cat litter (20) pet store (40)
Thumbnail of user melindab533
4 reviews
0 helpful votes
December 21st, 2023

Update: I was just randomly charged for $86 from Chewy for an order I never placed. They canceled my previous orders without explanation the past 3 months, but then randomly bill me for an order I did not place? This screams FRAUD.

They have canceled my order the past 3 times for no reason. They refuse to respond to me regarding the orders. If they don't want people to use the auto ship discount, then they need to stop offering them. I have since found a reliable supplier for my pet supplies. But be warned. Just because your order goes through, doesn't mean they will honor and ship it.

Tip for consumers:
Their customer service refused to respond to my emails questioning why the continued to cancel my orders.
They just randomly charged me $86 for an order I NEVER placed.

Products used:
None. I shopped elsewhere

Thumbnail of user dinf1
1 review
0 helpful votes
March 4th, 2024

Chewy is absolutely horrible. They advertised a dog house as being waterproof and can he outdoors. In fact it is not at all. It rained the next day after receiving and I had it outside. It leaked really bad. I contacted them and told them even sent pictures. They told me to donate it and that I'd get a refund. So I did that. Now after I donated it and never got my refund they now want me to return it. How can I return it after I already donated it to a shelter and even have proof of that too. Now they have stolen 200.00 from me and telling me too bad. Absolutely horrible company and customer service

Products used:
Dog House

Service
Value
Shipping
Returns
Quality
Thumbnail of user laurens1375
1 review
0 helpful votes
January 30th, 2024

Above and Beyond

I have been using Chewy's automatic subscription for my dog's flea/tick medication for over 5 years, but when my dog suddenly died on Thanksgiving, I didn't even think to cancel this subscription. When the medication arrived in the mail, I sent an email to the support team explaining our heartache and wanting to return the medicine and receive a refund, if possible.

The support team was incredible. They responded in genuine compassion, told me I could donate the medicine to a dog rescue near me and they would immediately refund my account and cancel my remaining subscription for me. I was very touched, but then they sent me a beautiful bouquet of sunflowers in memory of my Ivy a week later that left me in tears.

When our family is ready for another dog, we will absolutely be using Chewy whenever we can. I would recommend them to anyone.

Thanks again Chewy and Matthew L for the comfort you brought us during a difficult time.

Products used:
Flea/tick medicine

Service
Value
Shipping
Returns
Quality
Thumbnail of user jerilynanns
1 review
0 helpful votes
March 7th, 2024

The worse company on the planet. I returned 2 Kitty Litter Robots, the buttons would not work. I was told by that operator to keep robot or donate it; I called 10 days later asking where my refund is and told you have to return the Robot; thank god it was still in my garage & not thrown away. Sent back & waited nothing; I call oh your card was not working; no call or email to tell me this, and this could have been cleared up weeks ago. I called today and Lexies the supervisor hung up on me because I was recording; THEY ARE RECORDING. Called back after Lexie hung up on me and chatted with a JIM. Still not happy I have to wait to see if they accept a new card to send money back. Its same bank. A call this afternoon I am told. I looked up who owns Chewys and it is Petsmart the biggest scam company ever. I signed up my two dogs for their Banfield pet insurance. One dog died, I spent a day on phone try to cancel my dogs insurance, my daughter tried on another day, no answer. So I paid for a yr for a dead dog. Next dog died and I changed my CC due to theft, Banfield Insurance turned me over to collect for $35. Every time I applied for anything Banfield popped up on my credit report.If you cannot get a hold of them to cancel what are you suppose to do? 100% Scam company. I will not be using Chewys EVER AGAIN!

Tip for consumers:
Waste of money....

Products used:
The worse company on the planet. I returned 2 Kitty Litter Robots, the buttons would not work. I was told by that operator to keep robot or donate it; I called 10 days later asking where my refund is and told you have to return the Robot; thank god it was still in my garage & not thrown away. Sent back & waited nothing; I call oh your card was not working; no call or email to tell me this, and this could have been cleared up weeks ago. I called today and Lexies the supervisor hung up on me because I was recording; THEY ARE RECORDING. Called back after Lexie hung up on me and chatted with a JIM. Still not happy I have to wait to see if they accept a new card to send money back. Its same bank. A call this afternoon I am told. I looked up who owns Chewys and it is Petsmart the biggest scam company ever. I signed up my two dogs for their Banfield pet insurance. one dog died, I spent a day on phone try to cancel my dogs insurance, my daughter tried on another day, no answer. So I paid for a yr for a dead dog. Next dog died and I changed my CC due to theft, Banfield Insurance turned me over to collect for $35. Every time I applied for anything Banfield popped up on my credit report.If you cannot get a hold of them to cancel what are you suppose to do? 100% Scam company. I will not be using Chewys EVER AGAIN!

Service
Value
Shipping
Returns
Quality
Thumbnail of user floraa45
1 review
0 helpful votes
November 29th, 2023

This site wins when it comes to selection, price and shipping speed. Everything delivered in 1 or 2 days max. Box and packing is top neat. Watch out when they have special deals to make more savings.

Products used:
Cat wet food and flea treatment

Service
Value
Shipping
Quality
Thumbnail of user scottm3682
2 reviews
3 helpful votes
January 28th, 2024

I have been a Chewy customer for over three years and other than a few minor issues, I've never had a problem with them until the past months. They started charging me over a hundred dollars for a deposit in addition to my monthly orders. Was never notified of any changes and when I contact them they claim it's because my stuff comes from different warehouses. My stuff has always come from different warehouses and has never been a problem before. They do put the money back into my account when within two to three business days after my order arrives but I'm on disability and my budget is limited.

Service
Value
Shipping
Returns
Quality
Thumbnail of user chriss4983
1 review
0 helpful votes
February 2nd, 2024

Fantastic customer service and products. Our beloved Buddy passed away and they are the most caring, compassionate company we have ever done business with. When we get another dog, we will continue to get our products from Chewy. Thank you!

Tip for consumers:
Fantastic customer service and products. Our beloved Buddy passed away and they are the most caring, compassionate company we have ever done business with. When we get another dog, we will continue to get our products from Chewy. Thank you!

Products used:
Revolution

Service
Value
Shipping
Returns
Quality
Thumbnail of user hannahl696
1 review
0 helpful votes
December 16th, 2023

I have been using Chewy for my 4 dogs and 1 cat for over 5 years now. The customer service and how they always make things right continues to surprise me. They go completely above and beyond for customer satisfaction. Recently we had to put down our 12 year old chocolate lab and I had ordered some things for him before he passed so suddenly. I emailed Chewy to let them know I no longer needed the items as we had to put him down and to my surprise, Chewy sent me the nicest response with comforting, understanding and supportive words for our loss. THEN, I received a beautiful bouquet of flowers to my door step the very next day with another wonderful message from the Chewy team. It made me cry and I just feel so happy there are people and businesses like this. Thank you Chewy for all you have done and do for our furbabies!

Service
Value
Shipping
Returns
Quality
Thumbnail of user niurkas6
1 review
2 helpful votes
October 1st, 2023
Verified purchase

Chewy has a problem with the carrier of their choice, Fedex. The lable indicates to ring the bell, still Fedex leaves 60+ pound boxes in the sidewak, outside of the property. Reported the problem to Chewy several times, all I get are appologies that I cannot pour on my cats litter box. After contacting Fedex, they assured me that the problem is coming from Chewy that is not paying for door delivery. Pathetic the way business are conducting themselves nowadays.

Tip for consumers:
appologies and sorriness do not solve bad service and if shipping is offered, shippin is part of the service.

Products used:
pet supplies

Service
Shipping
Returns
Thumbnail of user willwork4dogfood
1 review
1 helpful vote
November 12th, 2023

We have been customers for many years, since Chewy was known as Mr Chewy. We volunteer with a rescue and have spent hundreds each month with Chewy. Chewy used to be an amazing company. Competitive pricing, fast shipping and above all else, wonderful customer service.
Unfortunately, about the time the pandemic hit, which coincides with Chewy being purchased by Petsmart, things have changed dramatically for the worse.
We had a problem with a Frisco cat tree. Our rescue has purchased a few dozen Frisco cat trees from Chewy for foster homes this year alone. The quality has always been great, until this particular cat tree. Even though it was the "same" on their site, the material was much cheaper and within a few weeks, the thin material was falling off of the tree. Recent reviews made it obvious that we were not alone in this issue. We contacted Chewy, sending photos, hoping to get a replacement part for the worst part. Instead, the only offer was that if we wanted to disassemble the whole tree, box it and ship it back. They would send a replacement a few weeks after they receive it. With their annoyingly "cutesy," reminder to give Custer a belly rub. We don't have a Custer. We no longer had the box for the cat tree, so ended up out close to a hundred dollars for this defective cat tree.
Next, we contacted Chewy after a beloved senior dog had passed away, asking about returning a small bag of food. We received a cut and paste response, second email a shipping label to return the unused small bag of food and it would be refunded after Chewy received it. A far cry from the flowers, notes and "keep the item to donate to a shelter." Ironically, we regularly take loads of donations to rural shelters and this little bag of food could have saved the life of a small dog at one of those shelters. But, Chewy wanted it shipped back, so we did and purchased food locally to donate.
The final straw was this week when Chewy shipped two bottles of a liquid medication on their side with no packing in the box. Of course they leaked and when delivered were had leaked all over the inside of the shipping box. I contacted Chewy about getting the shipment replaced. I received a "cut and paste" response, not offering a way to return or a replacement, but stating the issue was being forwarded to management to look into and we should hear from someone within a few days. Again ending with the annoying, "Give Custer a belly rub." Again, we don't have a Custer. Chewy's return policy, according to their website is satisfaction guaranteed, to simply contact them to return an item. So, I figured this had to be a mistake. I contacted them again and was told the issue had indeed been forwarded to management and an investigation was being initiated with FedEx. Seriously, Chewy, a ginormous company is not even willing to take responsibility for their incompetence in packing and shipping, instead blaming it on FedEx. No offer allowing us to return the damaged item, just to allow a week to ten days for the investigation, followed by more "cutesy" give our furry kids belly rubs and other annoying junk added to a completely useless email.
We are taking this up with our credit card and going to let them deal with Chewy. We're done, after many years and thousands of dollars spent with Chewy, our rescue has requested that Chewy delete our account all together. If Chewy is to the point of not even taking responsibility for damaged items, we can't afford to throw money away and more importantly be without medications and supplements for senior pets in our rescue. Chewy didn't care in the least that our senior Mastiff mix was without his joint supplement. I ended up driving thirty minutes to pick something up for him. Over a few dollars, Chewy has lost our business. Wow, just wow!

Service
Value
Shipping
Returns
Quality
Thumbnail of user deniseb280
2 reviews
12 helpful votes
February 10th, 2024

My orders were delivered further from the porch each time and the last box with food was placed next to the trash can in front of the house. I find it very rude and disrespectful. I have a rotator cuff injury. I called Chewy to express my concern and I never received a callback or any email as a follow-up to address the situation. Very disappointed!

Tip for consumers:
No

Products used:
Dog food

Service
Shipping
Thumbnail of user jennk217
1 review
3 helpful votes
October 11th, 2023
Verified purchase

They charged my card for my order, then never contacted my vet (or sent the order). A week later we received an email telling me that I needed to call them to continue my order. We called and the reason they hadn't shipped anything was because we used my husband's card. But they'd charged the card!?! When we called, they offered to take a different card over the phone? Ummm...so they can charge it too? I'm disputing the charge with my credit card company and never using Chewy again. Going to 1800PetMeds.

Tip for consumers:
They charged my card for my order, then never contacted my vet (or sent the order). A week later we received an email telling me that I needed to call them to continue my order. We called and the reason they hadn't shipped anything was because we used my husband's card. But they'd charged the card!?! When we called, they offered to take a different card over the phone? Ummm....so they can charge it too?? I'm disputing the charge with my credit card company and never using Chewy for anything

Products used:
They never shipped my products--but they charged me for them.

Service
Value
Shipping
Thumbnail of user richardk360
5 reviews
3 helpful votes
December 14th, 2019

My experience has been very positive. Chewy usually has good, sometimes great deals with free shipping for orders over 49.00. I have read the other reviews complaining about slow shipping. My experience has been to the contrary. My experience has been that they have the fastest shipping I have ever seen. I have ordered many times from Chewy and shipping has been consistently very fast. I have also found customer service to be very good. NOTE prices can vary when you auto ship. In other words if you order an item on sale and you choose auto ship, the item may not be on sale the next time it ships. I just stock up when the item is on sale. NOTE if you do choose auto ship you can modify the timing at any time so if supplies are running low or lasting longer than anticipated you can get the shipment moved up or delayed. NOTE some deals can be used only once so make sure the discount etc. is reflected in your actual order even though it still appears in the item listing.

Tip for consumers:
see my review. One note here, Chewy had been sending teaser offers to my browser for discounts that didn't exist. I complained and they stopped immediately.

Products used:
food, toys, litter etc.

Service
Value
Shipping
Quality
Thumbnail of user jessicae957
2 reviews
9 helpful votes
November 7th, 2023
• Updated review

They used to be the best pet supply company around (by far!) but sadly since covid they have very steadily declined to now one of the worst pet supply companies. Prices, shipping, customer service and company policies have all degraded massively and a once wonderful company is now awful and should be avoided. Especially for businesses, they are absolutely horrible to work with as a business. I was always against huge chains like Petco and Petsmart but now even companies like those are still better than the disgraced Chewy. Avoid at all costs!

Tip for consumers:
Just want to say again how awful they are and how sad it is because they used to be so wonderful!!!

Products used:
None, had to cancel last orders due to stupid policy changes.

Service
Value
Shipping
Returns
Quality
Used to be great but AWFUL now.
July 13th, 2022
Verified purchase
• Previous review

Chewy used to be the best! But has gone significantly down hill. Customer service is one of the things that was always amazing, which set them apart from the rest but now it's very subpar, not helpful at all anymore. Plus the food selection is much more limited than it used to be. Likely both changes are due to Covid, but Chewy does not seem to be recovering and if the best things about them, great service and great food selection are no longer available then there is no point in using them anymore, especially when there are a ton of other companies that now offer the same services. Also if anyone from Chewy is reading this, when your customer service is not helpful, is instead borderline rude, having them end the email with cutesy pet language about hugs and barks to your pet is not cute, it might be cute after a happily resolved issue but it's VERY annoying to throw in cutesy language after being unhelpful and this policy likely makes people more frustrated then they already are.

Thumbnail of user gregh1253
1 review
3 helpful votes
October 17th, 2023

We spend well over $200.00 per month with Chewy for cat food. We take care of 16 cats total in our area. We signed up for Auto-Ship so we could have the food on a regular basis but unfortunately, Chewy.com has become unpredictable and inconsistent in shipping out our orders. We're going to look for another source. Chewy has disappointed us too often.

Tip for consumers:
Chewy is inconsistent and unreliable.

Products used:
Haven't gotten my order yet

Service
Value
Shipping
Returns
Quality
Thumbnail of user amyl2254
1 review
1 helpful vote
August 19th, 2023

Don't trust their ad says you get a $100.00 and you need to pay fir $65.00 it's a bait. You still paying the full amount after you check out. Customer service is not professional at all when I called them to confirm their ad, they canceled a gift card I sent, it's so embarrassing! I had to re purchased a new one then they need to verify the hell out of it, I ended up send the gift late. Terrible experience!

Products used:
Gift card

Service
Value
Shipping
Returns
Quality
Thumbnail of user renm9
1 review
3 helpful votes
February 17th, 2022

In theory, Chewy is a great site. It has a lot of pet products that aren't in stores lately due to supply problems. But it's a mirage. I have been using autoship foolishly for a year now to save money and get all my cats' food before they run out, but Chewy doesn't notify me until two days AFTER the shipment was supposed to arrive that I'm NOT getting all of the items in my order. That leaves me negative two days to go to the store and try to find something for my cats to eat. My girl cat is disgusted with me and most likely assumes I am a terrible hunter. I've been rationing their wet food because they're running out and Chewy keeps promising a whole box of food will be on my doorstep in the afternoon, so I put off going to the store. I understand that sometimes items are out of stock, but two days after they're promised to arrive is NOT the time to tell me about it unless they want to come over and deal with my cat meowing all night that her treats are not here!

Tip for consumers:
Don't bother with authoship; they get the order wrong or don't fill it and they don't notify you until after it's due to arrive.

Products used:
I use all the food they deliver

Service
Value
Shipping
Quality
Thumbnail of user stacya276
2 reviews
0 helpful votes
November 23rd, 2023

As a Breeder we are always looking for good deals on chew toys, treats, beds and other whelping materials. Brooklea Beauties has become very fond of the fast shipping for items through Chewy and the reasonable prices. We also recommend them to our new puppy owners as they carry Royal Canine food and ship fast so customers who cant find it at their local stores can get it delivered from Chewy.

Service
Value
Shipping
Returns
Quality
Thumbnail of user mnf122003
1 review
0 helpful votes
October 9th, 2023
Verified purchase

I normally don't ever write reviews but I just needed to share my wonderful experience. I was supposed to receive my package of my kittens food and litter today. Fedex said it was delivered but the photo they took of the package being "delivered" looked to be still in the truck. I then called chewy and had a wonderful worker help me create a new order for no cost. They also reimbursed me for some of the cost since I needed to purchase food to cover till the new package would come in. A+++++ Customer Service!

Products used:
Food and litter

Service
Value
Shipping
Returns
Quality
Thumbnail of user julianaa77
1 review
0 helpful votes
January 9th, 2024

Changed my address in October, 2023. Place order on Saturday Jan 06. Sunday check my status order and the shipping address was still my old address. I contacted customer service, they said that package hasn't been shipped yet and order would be cancelled. I checked my emails on Sunday night and guess what my package was shipped to the wrong address! I called again spoke a different representative who told that my order will be cancelled, and placed a new order with the correct (that address that should be in their system since since October when it was updated). The old package would be rerouting that I shouldn't get worried, to my surprise I got an email saying that my package would get delivered to the wrong address today!

Thumbnail of user ronnieh66
2 reviews
6 helpful votes
November 6th, 2023
Verified purchase

First time user of chewy and genuinely not impressed! Placing the order seemed very straightforward and streamlined and simple until of course after they charged my card and the transaction was successful. A few minutes later, I received an email (that is by sheer luck that I saw because there was no indication of any impending issues at the apparent completion of the transaction) stating that I need to call them to complete the transaction...

Ok, odd. So I call in and get this really rude girl with an accusatory tone basically trying to imply that I'm some sort of a fraud store or something and needed to "verify me". I went along with the little game they were playing because I had nothing to hide of course she was satisfied with the information she received and then I was told the answer she received had to be reviewed by a separate team the following day. Wth?

The order was supposed to be same day delivery by the way, and it is flea medication for my poor chihuahua...

Fast forward it's about 4:00 p.m. the following day and have not heard anything from them regarding my shipment as I was told I was supposed to have heard from them by the morning. So I proceeded to call in, and got an incredibly arrogant snot on the phone you wanted to argue with me about what type of shipping promotion I received, what she was wrong about, he did verify that the verification department successfully processed my information and approve the order (which they approved the order when they ran the card and took the money but whatever) and yet the item although READY to be shipped has not yet in fact been shipped nor will it be today? WTF are they waiting for and what happened to same day delivery? If this is a typical customer experience with this company I don't know how the f*ck they're still in business because I sure won't be ordering from them again and placing myself in a position to be treated this badly again.

Tip for consumers:
Their employees need to learn some humility

Products used:
Frontline plus

Service
Value
Shipping
Returns
Quality
Thumbnail of user laurahogan19
3 reviews
2 helpful votes
March 3rd, 2024

I've purchased a few items from Chewy and I barely reach out to customer service but the couple of times I did I was pleasantly surprised by the magnificent customer service I received every time. In my opinion, chewy is number one in customer service. The items are also of good quality and the prices are reasonable.

Products used:
Cat food, cat trees, cat beds

Service
Value
Shipping
Returns
Quality
Thumbnail of user bom44
1 review
8 helpful votes
December 4th, 2020

Been a customer for years. Placed online order, after 4 days, instead of shipping it, they just cancelled it with no reason. After calling in, customer service said it was routine. Instead of clearing it up and sending the order, they kept asking me stupid questions about my pet. Will never order again. Buy from AMAZON! Better prices, customer service and faster shipping!

Thumbnail of user tiffanyf344
2 reviews
3 helpful votes
August 22nd, 2023
Verified purchase

They denied a first time buyer a promotion claiming the promotion had been used on another order but yet they have never purchased from this company their whole life so now my self and 11 cat rescues will no longer buy from here hope they enjoy that loss for discriminating against new customers and lying just so they don't have to give th the discount they advertise

Tip for consumers:
Horrible business ethics

Products used:
Horrible business ethics

Service
Value
Shipping
Returns
Quality
Thumbnail of user paulag283
2 reviews
0 helpful votes
October 7th, 2023
Verified purchase

I cannot believe so many people don't like Chewy. I use it all the time and think it's an amazing company. I couldn't figure out how to return something, so I went to the website, and in seconds found how to chat with a customer service rep. I explained the situation and within 2 minutes I was given a refund and told I didn't need to return the product! I'm going to donate it to a local rescue. Thank you, Chewy!

Products used:
Lots of products. This is not the first time I bought from them.

Service
Returns

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About the business

Delivering pet happiness by conveniently shipping 500+ brands of pet food and stuff (for free!) while ensuring at-risk animals' lives are improved across the planet. 1-800-672-4399

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1,099 reviews
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