Chewy has a rating of 3.0 stars from 1,102 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Chewy most frequently mention credit card, several times, and many years problems. Chewy ranks 13th among Pet Supply sites.
Chewy is my preferred online retailer for pet supplies. The website offers a vast selection of products, including food, toys, and accessories, for pets of all shapes and sizes. I appreciate the convenience of auto-ship options for recurring orders, as well as the fast and free shipping on orders over a certain threshold. The customer service is exceptional, with helpful representatives available to assist with any inquiries or issues
Recently, my orders to Charities have been requiring telephone verification. Chewy screwed up, then when I phoned, their employee Aishia, I think, talked over me, then hung up on me. MOST JUVENILE BEHAVIOR EVER. The next employee said she fixed the billing problem but didn't. I Cancelled my account and will use Amazon or Walmart.
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
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
Not shipping on weekends, but they " process" your order on a Thursday! Message says shipped on Thursday, no no no it didn't. Shipping late on Monday!
Always out of food and still need a store. Not convenient at all. Third month….third non delivery on time.
Tip for consumers:
False promises on delivery times
Products used:
Dog food
When a large outfit like Chewy is continually out of stock of a very common item like Neo Poly Dex, in BOTH ointment and suspension form, you gotta wonder what's going on. I had a similar experience with methamizole. So, IMO, it's more than chance factors.
When you call the staff and they don't even know what the heck is up, then something must be up.
Perhaps this may have been caused by the recent acquisition by Petsmart? I don't know, but the bottom line is:
Come and get your food and litter, but don't depend on Chewy for your pharmacy needs.
Our dog food went up $20 per 42lb bag over 4 months. I'll be switching back to my original supplier.
Products used:
Purina 1 dog food
The past 3 times I've ordered they have cancelled, never gave a reason. Ive been waiting 3 days on my current order because i figured give them one last shot. I kniw 3 days doesn't seem like long but when they say shipped in 1 to 3 days... This will be my last order from chewy.
Tip for consumers:
Not even processed yet after 3 days. Sent an email but i expect they wont see it
Products used:
Reptile enclosure
Website is decent, prices are comparable, and sometimes you can find good deals if you have enough promo codes. Delivery is fast, but my last delivery was unacceptable. The box was completely ripped open, covered in dust, appeared to have gotten wet then dried (contents included), and was thrown at the bottom of my steps. See attached picture.
Have been waiting on a chewy order of dog food that was supposed to be delivered today but when I got home, no package. Called to inquire to be told there was an ‘issue with the label' so it was returned to the warehouse. Mind you, I've placed a number of orders through chewy and all have made their way to me in a timely manner. In addition, the package made it to my neighboring state before being sent back to the warehouse, 4 states away?!? I was then told they could send a replacement order but it wouldn't be delivered until next week... what? My dog needs her food tomorrow! ‘I'm sorry' and being on hold for more than 15 minutes, just doesn't cut it Chewy!
I was looking for a way to save some money, so rather than buy pet meds from our vet, I decided to try Chewy. I got written prescriptions and ordered the meds from the website. It said to mail the scripts in, so I did. 2 weeks later and nothing. I called, and the person I was speaking to assured me that they had the scripts and were a bit back in entering them in the system, and it would be, perhaps another week. OK. I waited a week, no delivery. I got an email saying that if I didn't mail in the scripts they would cancel the order. I called again, this time they said they had NOT received them. It went back and forth, and I said "So, you lost them". Person said there was no mention of me calling earlier in the file. INCOMPETENCE. I said to cancel the order. It didn't get cancelled. I had to go in and cancel it myself. No credit to my card yet, after two days (it's funny that the charge was done immediately). I got them from my vet, AND... it turns out that my vet was over a hundred dollars CHEAPER. I shall NOT be using Chewy for anything from now on. I wish I could cancel my whole account, but it's impossible from the website.
Never use Chewy pharmacy! As a large rescue, we use other online pet pharmacies. But we thought we would try chewy since their food orders are prompt. What a mistake! Vets have trouble accessing their portal, and even when your vet OKs a script, chewy pharmacy takes WAY too long to fulfill and ship! Their reps do not seem to know what is going on, their pharmacists take an unacceptable amount of time to fulfill, and worse, they do not offer any expedited shipping service for medicine!
Save your money and use one of the other many online pet pharmacies that fulfill and deliver quickly!
Chewy should stay with food and supplies and steer clear of pet meds!
Delivery is always sporadic, it used to be good about a year ago, now I never know when it will be here. Can't depend on it. Also the packaging is not too great, the bags of cat food are packed with boxes of canned food, which pokes holes in the bags of cat food. So when you open the box cat food is everywhere. I must say though if you call them they will send out a new bag.
I'm giving it 2 stars because the csr was so nice and understanding. I decided on December 15 to place an order. I get a notice that the items shipped on the 15th arrival on the 17th. I find out that is an automatic notice not actual. The real ship date was on the 16th but here I am, out of dog food on the 19th and no order. Sorry Chewy. I'm going to go out and buy my dogs food and cancel your order today. My advise is to just go out and buy your pets food. Don't take a chance like I did. I also find it peculiar that they don't have an email to contact them. As you can see I the picture not enough food left. Thanks chewy for caring about my pets needs.
I have a prescription for my dog. It is to help with his aging-related heart burn and sour stomach. We are set to go on a missionary trip for 10 months. We ordered the medicine for him from Chewy.com 1 MONTH early and they kept saying they faxed in the RX verification to my vet but my vet never got it. My vet printed out the history for the entire 10 days after my initial order and NOT ONCE did Chewy RX team fax them. Also they said they CALLED my vet but again, the vet printed out the call logs and NOT ONCE did Chewy try calling them. I am not sure WHY the Chewy Customer Service agents kept lying but we had DOUBLE PROOF they didn't do ANYTHING. Now we have to cancel and RUSH an order from somewhere else because Chewy STILL hasn't done anything and we leave in 1 week. Pathetic. Will NEVER order a RX for my pets again. Other things we ordered that were repacked treats and toys arrived QUICK. Chewy has an UNethical business model. BUYER BEWARE!
I received an email on a Thursday stating one of my autoship items was $21.64. It was the very reason I ordered the item! Because it was a decent price. The very next day, I received another email stating my account had been charged $28.86! For the same item! So they suck you into ordering an item by offering a steal of a price but then stick it to you when they ship the order by price gouging? How is that legal? Back to Amazon I guess.
Tip for consumers:
Watch the prices! They will change even within 24 hours!
Products used:
Dog and cat food
I've become a frequent shopper at Chewy since getting a new pup in July 2022. As someone who relies on Amazon's customer reviews, I frequently try to leave reviews at Chewy.com but they simply won't go through. I've read their terms and conditions, some are positive and some are negative reviews, all contain useful information for shoppers. When I emailed their Customer Service department about it, all they had to say was that profanity wasn't allowed. Huh? I didn't say anything about profanity in my email, and nothing in my writing style suggests I am the type of person who uses profanity. They say that the first thing people assume you're doing wrong is usually what they themselves do wrong. So that's the kind of employee working at Chewy's customer service, and you have to go to Amazon to find genuine reviews of ALL of Chewy's products. Most of the time, I figure I might as well order from Amazon while I'm there searching for authentic reviews.
Tip for consumers:
(1) Give them way more shipping time than advertised; (2) Go elsewhere to find accurate product reviews; (3) Eliminate any expectation of responsive customer service; (4) Avoid their pharmacy - medications are too important to trust this retailer.
Products used:
Dog food.
Stop offering 1-3 day shipping when it takes 4-5. Seriously frustrating. Maybe use UPS or literally anyone else. If you are going to promise this shipping time frame and you can't actually meet this time frame you should just offering free shipping always instead of making us buy $50 worth of stuff before it's free. Just a suggestion from an annoyed customer who will probably make this purchase their last purchase.
As a new customer to chewy pharmacy I am very disappointed. My fur baby has CHF and due to high med prices through the veterans they recommended I try chewy. Medication from my first auto refill was missing, and I received NO notification from Chewy Pharmacy that all three meds my pet is on has to have a new scrip everytime the meds are refilled. I am very very very disappointed with Chewy Pharmacy.
Products used:
Chewy Pharmacy
I had been an auto-ship customer of Chewy, since 2010, and I canceled in 2022. My average monthly purchase 250-300 per month.
The problem is with their shipping (FedEx) and their preparation of my order. They would pack a box of Milk Bones with a 40lb bag of cat litter and the results, a smashed box of Milk Bones. Dented cans, out of an order of 24 cans, 6 went in the trash, as I would not have eaten the human product and would not serve it to my pet.
Three times my package was delivered to the same neighbor down the street. I had to get in my car and go pick it up, as I had 2-40lb bags of cat litter. On one of the mis-delivered boxes, my neighbor was on vacation, so the box sat on here porch for a week. Chewy did reship, however not before I had to make a run to the store.
Chewy did make it right, but I am not one of these people who wants something free, I want what I buy, delivered as promised. I will say their customer service is TOP Knotch, however they can not correct the monthly problems. Many times I did not complain, as I figured, the last time they did this or that. I guess I should have complained, so they could fix the problem, rather than complain on here.
I was sad to end my 12 year relationship with Chewy, but the monthly frustration was not worth it.
You would think, that Chewy would say, "what happened to this regular customer of 12 years", but NO. I know to them 250-300 a month is a mere pet-ence. (pittance), had to use a little Chewy humor.
I do hope they fix their problems and I do miss my peanutbutter boxes, even though they don't miss me. I did at least get their Xmas card.
The other night I ordered my cats allergy Med. No details on order, was it being prepared to ship? Where is it? I canceled the order and ordered from another site, it'll be here tomorrow with one day shipping.
Tip for consumers:
While I always recommended Chewy, I don't anymore.
Products used:
All pet products, cat and dog.
Rather than being a great alternative to going to the Pet Store to pick up dog food Chewy has turned into an unreliable resource. However, if you would like to hear excuses for late deliveries you can count on Chewy. The weather, the holidays, FedEx was late are all in their repetoire.
Had this issue happen way too many times, but FedEx drivers are the literal worst people. They just throw the boxes around like its trash, and the food ends up with holes EVERY TIME. Chewy keeps sending replacements but not worth it to wait 3 weeks for maybe a bag a food without holes but your chances are slim, since it's still the horrible FedEx drivers delivering the replacements. I will never shop at Chewy as long as they use FedEx.
Chewy has been aware for months of a Scam, one that orders product against a victiums account, using the CC saved in Subscribe and save. Sending the product to some unknow stranger on the internet. Permitting it, not alterting customers to the fact this is happening should be criminal!. Vote with your Dollars... and don't spend them here. I Used to really appreciate their service each month... but I hate getting hacked via their service, then finding out they have known this is going on for months!
Tip for consumers:
your account info is NOT SAFE
Products used:
many pet related product
I have a diabetic cat and rely on timing of deliveries of food and syringes and chewy sends the food but no syringes... I DO NOT RECOMMENDED CHEWY for your emergency supplies
Tip for consumers:
don't get your syringes on line or thru chewy
Products used:
royal canin glycobalance and diabetic syringes
Well, Chewy used to be good, but Petsmart bought Chewy in 2017; quality has gone down, with shipping costs up. This is NOT the business it was. Too bad Petsmart continues making the same mistakes that took the company from #1 to the untold mess Petsmart (Huh! And now, likely Chewy!) is today. Check your packages, shipping costs, and merchandise-quality. I don't think anyone wants bugs in their shipment!
I ordered a special diet food for my dog in April and the 20$ off promo code was expired within 3 days
Poor customer service
Products used:
Petco
I have been a loyal Chewy customer for years and have always been very satisfied with my experiences with them, however, this changed when they started to use OnTrac to ship my orders. One of the most satisfying things about using Chewy was their fast delivery. If I placed an order in the morning, I could generally expect to receive the order the following day. However, now that they are using OnTrac, I am still waiting for the shipment to make it to my home. It's been 10 days and the package had to travel 357 miles. My first customer service went well. That was when the package was only a couple of days late. They refunded a portion of the order and told me that all future orders would be shipped using a different carrier. My second experience with customer service was not great, but decent. She initiated a replacement order free of charge and told me it would be shipped using Fed Ex. When the tracking information arrived, though, it had again been shipped via OnTrac. My third customer experience was unpleasant. I called to express my frustration with OnTrac and to ask for a full refund for the first order I placed because the product never arrived, and to inquire why the order was not shipped via Fed Ex as they promised. I was told that they can't guarantee which shipper is used, they can only recommend. She checked with her "leadership team" and then told me that OnTrac is owned by Fed Ex, which is completely untrue. Then she proceeded to tell me that Fed Ex is experiencing delays now, too, which is why they went with OnTrac. I told her that while I have no way of knowing whether Fed Ex is actually experiencing delays, I can say with certainty that if I contacted Fed Ex about the whereabouts of my package, I would get truthful information, which is not the case with OnTrac. Bottom line. My first order never arrived and the replacement order sent by Chewy via OnTrac is 'on track' to be 4 days late. In the meantime, I am out of prescription pet food for my cat and will now have to try and find it locally.
Products used:
Pet food.
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
Is this your business?
Claim your listing for free to respond to reviews, update your profile and manage your listing.