Chewy

I had a horrible experience with PetFoodDirect today. I was signed up on an automatic refill of dog food for my Ridgeback, who I had to put down unexpectedly just 7 days ago. I completely forgot about the auto-refill as I have been absolutely devastated about the loss, and it was the farthest thing from my mind. At any rate - I received an email at 3am this morning notifying me the order was processing. I called PetFoodDirect at 7am about cancelling the order. They said they could not cancel it, and suggested I call Royal Canin directly (the company from which the food was shipping). I did so, and Royal Canin said I needed to have one of the employees at PetFoodDirect email them to cancel the order. I called PetFoodDirect back to give them the email address & was told by a very snarky guy that "in the 3 years (he) has worked there he never heard of an order being cancelled once it was processed, and the he would send the email, but knew it was not going to work." I asked him what I was supposed to do and he could not have been less helpful.

I am absolutely appalled by the lack of concern, or lack of assistance from this company. In my current state of grief - this really was the last thing I needed, and words cannot express how deflated I feel after my encounter with this distasteful company.

I shop here because they have the best price on my cats urinary track meds. They also have the fastest shipping ever, one day to my house.

To all pet owners... DO NOT USE CHEWY FOR FILLING PRESCRIPTIONS! I have waited over a week to have medication shipped to me and it never got shipped. First I was told 4 days after I ordered it that they hadn't sent the request to my vet yet so they immediately sent it and my vet responded that day. 2 days later it still hadn't shipped so I called again and was told that they only had just gotten the authorization and when I tried to correct them they argued with me. That same day they told me they would overnight the medication to me that day. Now 2 days later it still hadn't shipped and I hadn't heard from them so I call again and speak to a supervisor who informs me the they are now out of stock of the medication and it is on back order from the manufacturer! When was I going to be told this after I had previously informed them how badly I needed the medication for my pet! Worst service I have ever had... will never use them for anything ever again! If I could give 0 stars I would have!

My account was disabled cause they surprisingly decided to stop shipping to a forwarding company after sending 6 orders to that address.

Thank you I never thought a company like Chewy cared about people like family thank you so much for the flowers

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

I don't usually write that many poor reviews as I usually find myself having a great experience with the companies, I deal with but Chewy is an exception. I purchased 3 cases (6 litter trays in each case) of Petsafe cat litter with a Levander scented. I did receive quick shipping and received the product before expected (3 days after ordering) but when I went to use one of the littler tray's, I found when I opened the litter tray that the wrong crystals were in the litter tray. Now this is a manufacturing issue and not Chewy but Chewy needs to ensure that they take care of their customers.

So not to bore you but here how the call went with CS. The lady explained to me that they would have the cases picked up and returned to them and that it would take 24-48hrs for the pickup to happen from when I called them and advised them, I have the shipping labels. Once they have been received and checked in by them, they then would ship me a replacement order. Now I'm not sure about you but I have 2 cat's and replace trays 3 times a week and the time frame Chewy expects me to wait for the replacement trays would extend to 5-7 days. May cats cannot hold their pee that long and neither could I.

Most companies would cross ship you so to lessor the inconvenience but the moral of the story here is if you're ordering something from Chewy that you need, buyer beware so if you have an issue, you might be without your product for additional 5-7 days.

Lastly, I did call Petsafe and report Chewy and they were kind enough to check their inventory to see if they had any Lavender Scented litter in stock but they haven't received an inventory yet. I was aware that they were out of it last month when I tried to order the litter before.

This is my story and just thought I'd share it with you.

There are multiple issues primarily with their website programming. Many, but not all, of their customer service people just dismiss my complaints in a VERY chauvinistic way, not taking anything I report seriously. For the last 3 months many times when I try to add an item to my monthly autoship order it never makes it there - or even to the cart they think I am routing it to in my stupidity. This has never been fixed so just keeps happening over and over and over. Well now I am done with Chewy. I have had more than enough of their oh-so-so-smug self-satisfied ways! There must be another company that would be happy to feed my 5 dogs and 3 cats without all the hassle or undisguised customer-unfriendly treatment.

For my accompanying picture: My invoices were from a month ago and no longer available so I took a copy of my last purchase from the Chewy website and placed it here in a Google Doc which I copied below

PLEASE REMOVE THE FOLLOWING FROM MY REVIEW. It will not let me copy this to your "picture" box and for some reason Microsoft is NOT transferring my iPhone pictures to the computer.

Account › Orders › Order #*******451
Order #*******451
Placed on Oct 31,2022
View or Print Invoice
Sent to

Paid with
Xxxxxxxxxxxxxxxxx
Summary

Item(s) Subtotal:
$293.48
Flat-Rate Shipping:
FREE
Autoship & Save Discount:
-$12.44
Sales Tax:
$23.19
Order Total:" $304.23 Delivered Tue, Nov 1

My daughter is in a safe house in another state, ND. I am in WY. ALL she has right now is her kitty. However because she had to flee from her residence for her safety she could not get her cat's food or litter. So, we chose to order her the supplies she needs from Chewy. My parents also want to help her given the situation, so I gave my parents cash for half the order and the order was placed on my father credit card. The account s under my name, the card is under my dads name and the address the order is being sent to is my daughters fathers home in ND, because we can't send it to the safe house for the protection of the residents there. My order was flagged on Saturday so I called and walked over to my dads house and he confirmed that yes its his card and yes it is fine to place the order, I DID THAT TWICE THAT DAY! Once to Amanda and once to another person that I can not remember the name of. When I got home from my dads house I looked at the order it was confirmed and had a shipping date of 6/14/23. My daughters has been feeding her kitty her food and she is using a card board box with dirt in it for litter. I am beyond dissatisfied and I will NEVER order from Chewy again, if Chewy is the LAST pet company on the $#*!ing planet I will make my own pet food! Absolutely horrible $#*!ing company, 100% worthless! Today is the 14th, no order. I look online and it has been canceled for the SAME reason I already called in about. My daughter is devastated all she has is her kitty right now and her poor kitty does not have food! Thanks Chewy!

I have had some problems I've voiced to CHEWY.COM for a year but primarily DUE to the MANUFACTURING DEFECTS OF KAYTEE bags birdseed but I give for the most part KUDOS to this company they have time after time send me replacement bags for the spilling/breakage of this product that is one kind my birds take to. I have had issues that I had to call or write numerous times with a suggestion that the bags Doubled BAGGED to prevent seed falling all THROUGHOUT my home. You don't want to see the seed. Under chairs steps hallways. Etc etc. i frankly don't know how they ANY SITE (we had petsmart deliver broken bags also) sold this product with seed splitting the bags at top or bottom! But again they are very helpful. They listen and on one occasion and I've read elsewhere. U might get someone who will do something of out left field WONDERFUL. Send u a drawing of your pet. Or as I read donated food to a shelter for a pet u lost. This is one of few companies that run by HEART as well as by their pocketbook. I have negative review on KAYTEE on keeping that product out for almost a year with DEFECTIVE BAGS. Knowing it.

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.

I normally buy my dog food from Amazon but Chewy always has what I need. Amazon sellers charge too much!