Chewy

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.

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

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!

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.

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.

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!

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.

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!

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!

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!

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.

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

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!

I placed an order for 130.00 of dog and cat food and litter. Package never arrived and they refused to replace it. I had to reorder and basically give them 130.00 for free. Very unhappy

Despite spending in excess of $100.00, the "JOY2PETS" promo failed to give the $30.00 gift card. It said my order did not qualify, even though the only qualifier I could see was spending at least $100.00. Other than this I've never had a problem with Chewy.

The Customer Service is completely useless because if You have any order issues You won't get a refund or replacement and end up having to open a dispute with Ur Bank and leaving Negative reviews all over the Internet and god forbid if You have to make another Account using a different email because You accidentally forgot the email and password to previous Account and they just Disable the new One or they will disable the original one when You have only had 1 order issue etc. Unless You want to go through hell with incompetent nothings I would steer clear.

This is the second time I inadvertantly signed on to my credit card website to find a charge from chewy that morning. I called immediately called chewy. The rep reversed the charge. It may have been an auto-renew but for what, I have no clue. I looked for something in the charged price range and there's nothing. I had no assurance this wouldn't happen again and I asked.

I had too many problems with the prescription renewal. I was the go-between with my vet and chewy's pharmacy and chewy made me nuts. They just didn't fill the order but there was no communication as to why and there's at least one other review here that looks like this issue. I ran out of time and needed the script so I spent $$ more and used my vet. I called chewy after I thought I turned off all auto renews (there would be only two) and asked them to delete my account. Acct may be deleted but the garbage is still being charged.

I remember when my company started doing the auto-renews (@2008) and they did it in the hopes consumers would forget about them allowing my co. To make more money off consumers. Don't know if it's this way for chewy but it certainly smells like it or it's just incompetence.

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.

When did their post I thought was a scam and I made them aware that I thought it was a scam so they told me that it wasn't a scam and that they would like to send me something being that I wasn't one of the ones selected to receive something they asked me what I needed most and I told them Kitty with her mind I gave her my address twice she verified it and that the old address on my site was not my current address although she still sent my stuff to my old address and I never got it when I saw that it was being sent to the wrong address the day of delivery on emails after I got home from the hospital I called the number that says if you have a shipping issue call it and the lady basically said ok Google and it'll take another one to three days okay well what is my cat supposed to do for cat litter and one to three days and why can't you just call the delivery truck and tell them to bring it to the right address it hasn't been left yet they just would rather make everything harder and nothing easier and the people that work there aren't capable of saving the information that they get from you and making sure that stuff goes to the right place they shouldn't work there I shouldn't be this sick trying to deal with this and get it right this is so sad that I have to go through this right now I used to love chewy I don't no more

Chewy's dropped the ball on my prescription for my cat. I ordered his medication on June 8th, my vet verified that they sent the fax back on the 9th, but Chewy's made no attempt to contact me that something was wrong or that they never received the fax. When I contacted Chewy's on June 16th, they went ahead and faxed a new request on the 17th of June, but then went ahead and cancelled my order today, the 20th, because they didn't receive the prescription. 10 business days to rectify this situation but they didn't. I had to place a new order, and this time I had my vet reach out to them to get his prescription over to get his medication.

I've been placing large orders with Chewy for years and never had a problem until now. They flagged my account as suspicious after five days of waiting for my order to ship because 1. A coupon code was used and 2. My billing and shipping addresses are different. They had to verify my identity over the phone and said they'll let me know if my order can be processed within 24 to 48 hours. That's a total of seven days since I even placed the order. If they ship it within 48 hours. If they ship it at all. I don't need to jump through hoops, wait seven to ten days, and prove or explain myself to possibly have a few bags of cat food sent to my UPS box. I don't even know if they're going to ship it, refund me, or cancel my account. I don't know how long it will take to get a refund. I don't like not knowing what's going on. I don't like being treated like a criminal or like I've done something wrong. I don't like not knowing where my money/merchandise is. Chewy is going to lose customers who will otherwise buy from Amazon instead or run down the street to Pet Smart, Walmart, etc. and receive their products the same day without hassle; at least they won't be flagged down, put on hold, or denied service if they take advantage of a coupon, sale or promotion.

We have ordered out dogs prescription food in an autoship from Chewy for years. The level of service had always been stellar and we have referred many people to them. Recently our dog was diagnosed with Cushings. The medication is $200 a month from our vet vs. about $140 from Chewy. Ordered the meds and the order sent to the vet showed a FL address. We, and our vet are in NC. The vet could not fill a script that was supposedly being sent to another state. I called three times and each time was told that the address the company showed was indeed a NC address however each time they sent the order to the vet a FL address appeared. Asked to speak to a pharmacy rep and was transferred to Tricia. Tricia clearly was annoyed as she came on the oh in and verified the order. As I tried to explain she interrupted and told us "there is no FL address on file so I don't know what your vet is talking about." I told her that a rep from our vet was online with us to try to help solve the problem and she yelled at me and told me "she didn't have to do a conference call and could help me when I could help myself." She then kept threatening to hang up. I finally told her to do so and she did. I could not believe the level of service that she offered and nor could the vet- tech. Fortunately, Pet Co offers the same products we need for both the meds and the food. They offer the same autoship option and the prices are identical. I choose where to spend my money and I choose to spend it where customers are treated with some semblance of respect.

Just got off phone with customer service (LOL) who sent my dog's meds to wrong address. Then they asked me to drive to wrong address to get it. When I said no I wouldn't they gave me the runaround and blamed me for the error. Funny thing is, this was one part of a multi-med order. The other meds arrived on time at the correct address. Hmmm... how could that happen if I put in wrong address? Chewy has been permanently deleted from my vendor list.