Chewy's reputation is marked by a strong dedication to customer service, with many customers praising the company's compassionate response during difficult times, such as pet loss. Positive sentiments frequently highlight the quality of products and the ease of the auto-ship option. However, several reviews express frustration over order cancellations, misleading promotions, and delivery delays, indicating inconsistencies in service reliability. While many customers remain loyal due to positive experiences, the recurring issues with customer support and transparency suggest areas for improvement to enhance overall satisfaction and trust.
This summary is generated by AI, based on text from customer reviews
I called today to find out about returning cat food for my cat that died suddenly this past Monday. The customer service associate was so compassionate and expressed sympathy and was engaged in our conversation asking about my cat. She then said she would refund my last order... and to donate the prescription food to a shelter! I cried tears of happiness that this company would refund my money and also benefit a non-profit shelter. BEST. COMPANY. EVER!
Chewy is my go to when I need anything for 2 cats. My 1st experience was when I had trouble finding filters for my PetMate Drinkwell fountain. After that, I stopped running around looking for specifics like a new motor for the fountain, a pet carrier and meds. Free shipping is great.
Fast shipping and amazing customer service. Once in awhile you might get someone trying to be wise or not helpful but if you just complain and ask for a supervisor, you will be helped and I don't think they keep bad employees around very much. The prices used to be better & much more competitive but now I think they use a bot and they keep their prices as high as the next guy online so I still have to look for sales and coupons with my local pet food & supply stores and worked out a deal with a local pet food guy to buy some stuff from him regularly at a better deal I get from Chewy. But once inwhile Chewy runs a good sale and its worth it to stock up. I find it most convenient buying big bags of dog chow and cat litter - things that are too heavy to lug home from the store. Even if you pay a little more. As long as you buy everything at once so you spend $50 - it is free shipping and you can mail your manufacturer coupons into them and they will give you a credit for them. Most of the time the food is really fresh too - once in awhile they will send food with a best buy date in only a few months but if you complain they will make sure next time they only send fresh food and not the food with the vitamins and stuff already half depleted. Overall they ship fast, prices are pretty much the same or slightly higher on some things as anywhere else but the convenience, fast ship and mostly responsive customer service makes them a reliable and trustworthy company to do business with. And my pets never run out of anything.
So. I use to LOVE chewy. Their prices were always better than the chain stores, they offered a bigger selection, and they would ship the same day i ordered! Well, how do we mess up a great situation? Simple. Do what Chewy did, and sell out to Petsmart. Now that Petsmart owns Chewy, they have raised all of their prices (dry dog food went up $5 a bag, and frozen went up $10 a bag), my most recent order took 4 days to ship, and the customer service reps feel bothered to hear my complaint.
I like the convenience but every time I place an order it always takes 5-6 days to receive it. I probably won't use them anymore.
I received a flyer in the mail and like most people, I almost ignored it; threw it away with the rest of the handful I received that day. HOWEVER, on the outside of this it said save money, get pet items shipped, and get $15 off. ****IF you are like me and ran out of dog food in the middle of your busy work week you know what a pain it is to have to run to the store. I thought I would at least go online and see if this site carried the food and treats my picky dog liked. They carried every single item I wanted. My first order I saved 80%. I can routinely order his food monthly to come in the mail so I dont forget about it again AND his flea medicine. Great deals, great prices, great customer marketing for first time shoppers. Yes... I highly recommend you try this.
Better not order from Chewy.com later than 3:00 PM eastern time on Thursday, because if you do you won't receive your order until the following TUESDAY. Apparently they don't ship on Sunday or Monday, so if you can't order according to THEIR shipping schedule, "YOU'LL JUST HAVE TO WAIT UNTIL TUESDAY" according to the combative customer service rep.
This place is the best! Helpful staff, quick shipping and they bend over backwards to correct any little problem, even though I've only had 2 little issues over the course of a few dozen orders. Don't bother with Petsmart or anyone else. This is the ONLY company you should be buying pet supplies from!
Idk what I was thinking going to petco monthly to buy my English bulldogs special food. Chewy is cheaper they have AMAZING customer service and they ship to the house within two days. I can order all I want online and it arrives in a big happy chewy box. Not only me but my bulldog also loves when the chewy boxes arrive!
I have only been using Chewy.com since January and have not had ant problem. I have shopped and compared all over the internet and haven't found anyone cheaper. Louis, my cat, recognizes the box and actually gets excited.
Good customer device fast shipping have all the food brands you can think of. Even sent me free hand paintings of my 2 dogs. They are an amazing company just should lower their prices on some things
When i surfing online to find a pet, i am attracted by this site, yes, it's great, and i have to say their custom service is good, finally i decided have a pet from this site.
Best experience ever. I called in and spoke to a real person right away. She was very helpful and was very fast. Customer for life.
BUY ALL MY PET SUPPLIES HERE. THEY PROCESS ORDERS SO QUICKLY AND IF AND WHEN AN ISSUE ARISES CHEWY.COM WILL ATTEMPT TO SATISFY THE CUSTOMER!!!!! THE ONLY DRAW BACK IS THEIR COURIER FEDERAL EXPRESS WHO HAS CAUSED MANY ISSUES AND PROBLEMS WITH DELIVERIES AND DAMAGE OF DELIVERIES-IF CHEWY.COM CAN GET THIS UNDER CONTROL WE WOULD VOTE THEM "THE BEST OF THE BEST"!!!!!!!
I had just gotten in two cases of prescription cat food when my cat decided she wasn't going to eat it anymore! I called Chewy they are crediting me for the two cases and sending out a small bag of different food and no shipping. First class business!
My 3 year old Boston Terrier, Leto, loves to chew on antlers that have been sawed in half, but I found them to be very expensive in my area. I was able to find them on chewy.com for less, even with shipping charges. I was also able to find other treats and toys that my little Leto loves as well.
I have had my dog's food, toys and supplements auto shipped from Chewy.com for the past year. Shipping is free and I never run out of my dog's prescription diet, which I had trouble buying from Petsmart and other brick and mortar stores, as they were either low or out of stock. Ordering was so easy and the product selection great. They even assisted me in getting the prescription order from our vet. When my dog passed away this week from cancer, I had to call them and cancel all orders. They were so compassionate and kind on the phone. Later that day I received a bouquet of beautiful flowers with a sweet condolence message. There are no call centers or annoying on line satisfaction surveys. Just real human contact and caring. Thank you Chewy.com for your excellent business services, kindness and thoughtfulness... you are a rare commodity in today's business environment. When I cancelled my pet insurance at Banfield after many years, they just told me I still owed them money for services and never even said they were sorry to hear of my dog's passing. I will be working with you again Chewy.com when we get our next pet! Thank you so much, Pamella Marks
Bought 2 tubes of Laxatone Hairball Remedy and she liked the first tube but didn't like the 2nd Tube of the same stuff. Customer Service told me to throw it away and sent me another Tube No Charge. Now that is what I call Excellent Customer Service. Thank-you Chewy.com
I ran out of ear medicine for my dog and needed to get it as soon as possible. Since I can't find the medicine I use at any local store I had to order on line and thought I'd have to wait days to get it. Instead of my usual on line store I decided to try Chewy.com I ordered it Wednesday and got it Thursday morning! That was lightning fast delivery... totally awesome! And their shipping charges were less than I had been paying elsewhere.
I get my cats food from them every month. I buy over $49 so I get free shipping. I try different foods to get my cats exposure to different grain free healthy brands. Sometimes it works out and other times they refuse to eat what I buy! Happily though, when I wrote to Chewy to tell them my cats didn't like a certain product, they responded by immediately refunding me for it without having to return it! I call that great service! I can buy with confidence.
Answer: No trouble at all. They have the best customer service/replacement/refund practices I've ever encountered. By all means, contact them again if you're having an issue.
Answer: If you are having trouble returning an item, call Customer Service and ask them to assist you. My understanding for returns is any item can be returned, even if it has been used you may return it within 1 year of original purchase. Their Custom Service is available 24 hours, 7 days a week. So, if you work odd hours you don't to wait until Customer Service is available.
Answer: Because they make it a point to lie and deceive their customers... I will NEVER use them again!
Answer: Ever thought of reading the FAQ posted on EVERY SINGLE COMPANIES WEBSITE to answer your own questions? Companies post these FAQ's for a reason. Too bad people are too lazy to read them. Then you scream at the reps you speak to due to your own stupidity levels in NOT READING A COMPANIES POLICIES. FYI it is a CONSUMERS RESPONSIBILITY to read those policies as the company already knows their own policies. FYI shipping from the USA to Canada cost customs fees and taxes which are NOT refundable and if you chose to return an item you will will incur these fees again and YOU are responsible for paying for them not the company you do business with. International shipping also requires proper documentation to get packages through customs. Not every USA company has the man power to deal with this enormous amount of work nor do they wish to deal with the headaches involved with shipping outside of the USA. How so many of you Canadians do not know this information is mind boggling.
Answer: Because they have free shipping over $49. It is FREE OVER $49.
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