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Chewy has a rating of 2.8 stars from 1,100 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.
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
I don't know why CHEWY uses FEDEX. Maybe because they get their money back if products are not delivered. They are usually LATE or BANGED UP. Sure they'll replace but usually LATER... or MORE BANGED UP. Cans are sometimes slit open and unusable. Drivers throw the boxes and don't care. PLUS, time is not important to them. One time delivery sat in Texas for 3 days and then were delivered to the wrong address. THIS TIME delivery sat in Doral Florida for 2 days which is 10 miles from my location in Miami.
I'll be using AMAZON from now on. ONE DAY SERVICE and SAME PRICES.
Thought I was getting my Dog Food and Toys in 3 days as stated on website. It didn't even schedule to ship until 2-3 days after order was put in (I ordered at night). It was then scheduled to be delivered a week later. I Needed dog food before the next week. I could have went elsewhere had I known the Truth. Now, you know. I do not have a problem with the products, just the Deceptive Delivery Time.
I question the food quality, I think the cat food is dried out or something. My cats refuse to eat Chewy food, but they eat store bought food. Their customer service is great, but I wonder about their food.
It does not take 4 days for an order to go less than 200 miles, heck I could traveled much further on a bicycle. Their products are fresh, but their deliver service sucks!
Four times this has occurred, but not again - Will be going back to Walmart or local pet stores because my dog expects her treats on time, not come with excuses and apologies - we all can get that from that worthless USPS.
Tip for consumers:
Last time I will be trusting Chewy dot com on speedy delivery.
Products used:
Good N Fun Dog Treats
So usually, i like Chewys. Lately their site is just way screwed up. They disabled my husbands account and my account on claims of security reasons. We have been trying to order dog food for weeks! When i asked what i was supposed to do? Wait for another team to email me. I was also told our disabled accounts can never be reopened. So thanks for that. Dont know what that is about but very freaking inconvenient!
Tip for consumers:
Just dont for like a month until their tech teams fix this problem. Its a nightmare and your account will just get disabled.
Products used:
None, they wont send me the dog food!!
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. I order food from Chewy BECAUSE of their supposed two-day shipping. The last order I made is taking DAYS and DAYS to get here, much beyond the promised 2-day ship time they claim to offer. Yes, it's free for over $50 but pet owners who rely on their fast service are getting shorted big time. I live in NM and my order is shopping from PA? It's still not even close to being here. If Chewy can't offer 2-day shipping anymore then they need to remove this promise from their website and all of their marketing. Period. Stop making promises you cannot keep.
I had to order a prescription food for my pet. On my end it seem to be placed and I filled in the information contact for my vet to approve. Somehow it was a disconnect and I called to sort through the process. At first the chewy representative was ok then she was snipy and very over confident and rude. I didn't like her attitude. She really did not have to exhibit that tone or attitude..
Ordering pet food there's no problem. Ordered dog beds for my 13 year old lab... big issues. 1st bed flattened out after 2 months. My mistake not calling to complain. 2nd bed arrived the other day, big rip in it and not at all like the picture shows. Called to complain and they are nice to send a replacement BUT I do not wasnt this need for my dog. The rep on the phone told me to go to Costco and buy a dog bed. If I recommended another company to a customer at my job for a product we sell I'd be fired.
Chewy said they tried to deliver and they'll try again. All they had to do is leave the Box by the door how hard is that. Now I have to wait two more days but more importantly my birds don't have any food in the meantime unless I take the time to run to the store and get some food for them. How inconvenient for me
I have been a chewy customer for over 15 years and the company in general is terrific and stand by their products. The two issues I now have is that they have started selling products specifically dog treats made in China and when you make a purchase online it not obvious where the product is made it's hidden behind so many clicks I got fingerites. Also they had a problem with Apple Pay and told me it was apple fault which it turned out not to be so as long as you don't have to interact with some of their incompetent customer service folks you should be fine and stay away from those Chinese treats people have short term memories they have killed thousands of dogs.
Tip for consumers:
Be careful check where product is made before purchasing
Products used:
I buy so many products from this company it’s their customer service that has gone down hill and carrying Chinese dog treats
Chewy uses FedEx. Fedex is way too slow. Takes over 2 weeks to get my orders. No options on shipping at all. FedEx has lost 2 out of my 5 shipments. Sorry Chewy would love to support you but until you change your shipping company I will shop elsewhere.
Tip for consumers:
If you don’t mind long ship times, use chewy. Customer service is good. Prices are no better than Petco etc
Products used:
Dog equipment
I had auto ship for my dogs heart medicine first order was good but the second one the pills were 10 times smaller than the first and from the pills the vet gave she is supposed to get half of a pill but there is no way to even cut these in half they are so tiny and look like totally different pill and I think it might be the wrong one tried to call ring once phone went dead so I used the online form finally got an email from them saying they will get with pharmacy and look into so at least that's something but I had to scramble to get her pills last minute shouldn't of had to should of had right ones to start with so frustrated
Tip for consumers:
If you order do so in plenty of time to check that they are sending right pill and right size before your pets on the last one
Products used:
Fist set of pills second different pill than they were supposed to send ended up in garbage
Deceptive Shipping time. Stated 1-3 days shipping Turned into a week after I placed order. I needed Dog food within a week, so I ordered expecting it in 3-4 days.
Order went in on the 19th, they gave it to Fed Ex the 20th(Sun) but wasn't scheduled to go out until the 22nd, and scheduled delivery about the 26th. That's a long 3 days. It didn't even "ship out" for 2 days... smh
Order #*******478
Label Created 11/20/22
ANTICIPATED SHIP DATE 11/22/22
ESTIMATED DELIVERY DATE 11/26/22 by end of day
Tip for consumers:
good site to order if you don't want to go out BUT don't Rely on the shipping time posted
Products used:
I ordered dog toys and Food .. will use all products
I have been using Chewy for my pet food needs for at least the past six years, and I have been very happy with the services that they have provided. All that seems to be over. I called to inquire about a recent order that should normally have arrived that day. I waited for phone help for 25 mins (at 8:00 AM). This is unacceptable based on the excellent service they have provided all these years. I sincerely hope that things change with them. Maybe they have become too successful?
Tip for consumers:
Try to find someone as reliable as Chewy used to be.
Products used:
Urinary SO, a prescription only pet food.
Edit: I cannot rate their returns policy as I've never had to return anything, but the "Not Applicable" wouldn't work for me
My first experience was great with Chewey and super fast service. I was pleased with prices. My second experience was missing a small item. I called to tell them about it in early morning hours. The rep said "this is a warehouse and you can expect them to make mistakes occasionally". Okay, yea I have worked warehouse and usually someone checks behind you on orders. I did receive the missing item quickly. So I don't know how often orders are incorrect. I have only ordered twice. One good experience and one needing improvement...
Downgrading this review for two reasons. First, a dog bath that I purchased a little more than a year ago failed exactly one week past the one-year limited warranty Chewy offers. They told me they could not do anything and to contact the manufacturer with "questions or concerns." You'd think that for an item that gets used maybe a couple times a month, at most, an extra week of warranty coverage might be logical. But no.
Second, I have submitted reviews on Chewy for that bath twice, and neither review has posted. The first review was mildly negative, pointing out some dog-safety concerns. The second was a one-star review because part of the product broke, with normal use. The product has almost all positive reviews on Chewy's website, so I suspect some cherry picking of feedback is going on here. I am so disappointed. I used to love this company.
My vet dispensed a daily medication for my dog (Galliprant) that was more than $4 a pill. I checked Chewy.com and found it for about half that price. They handle contacting the vet's office for approval, and they get a new approval for every refill (they notify me of progress by email). I don't have to do anything because it's all automatic. Easy peasy. The medication they dispense is authentic, which is not necessarily true for some online pet pharmacies. I think it's outrageous that veterinarians in the US are allowed to dispense their own medications (usually at a hefty mark-up because it is a profit point for them), so I am happy to bypass that racket and buy direct from a reliable source. Great service! (BTW, Heartguard is also about half the price that my vet charges.)
Update 8/28: After months of approving refills, my vet's office has stated giving me trouble over Chewy filling my dog's prescription. They have no right to do this, any more than my doctor can force me to fill my prescriptions at the medical center in which her medical group operates. I phoned Chewy and was told that they will follow up again with the vet. So it's good to know they will fight the battle for me. It is absolutely unethical for vets to use prescriptions as a profit center. Years ago I had a vet agree to price matching with another online pharmacy (before Chewy existed) so that he could still get a cut if the profit. He said the reason was that it was the only way to be sure I received good quality medications. But I happened to be standing at the counter when some of his deliveries came in, and I saw boxes from the same vet supply and pharmacy I was using! So stand your ground and demand that your vet "allow" you to fill prescriptions elsewhere. It the vet won't cooperate, find a new vet.
I began using Chewy simply because I couldn't obtain my dogs' kibble anywhere near my home. I became a fan, though, when they refunded without being asked items for which I posted less than stellar reviews. The first was a seat cover for my car, which was a fine product but didn't work for me. They give me my money back and told me to donate it to an animal shelter. Next, they refunded a couple dog toys that didn't work out for my boys. An acquaintance told me that when her dog died soon after she's purchased some expensive senior dog supplies, Chewy refunded her and sent her a sympathy card. They are a great company. Their prices are good and delivery is free over a minimum charge. Perfect!
Chewy was a wonderful and responsive company once. No longer. Phone calls are on hold, then dropped after 40 minutes. E- mails are promised to be answered in a "few days". Auto ship supplies are delayed, meaning that your pet may run out of food before they arrive. Website is overwhelmed and wonky.
We used chewy autoship for a year for basic cat supplies (litter, food, treats). The service got progressively worse every month. Shipping took progressively longer each time. The litter would get here 7-10 days after the food. We canceled when the treats kept coming with the carton broken.
I used to love Chewy but since Petsmart I am hesitant. Some of the selection from smaller less known food companies was eliminated or they chose not to work with Chewy.
Dr. Tim's grain free dog food's price was significantly increased. After research with Dr. Tim directly, who seemed surprised about the huge price increase on the largest bag, he later told me that since Chewy/Petsmart has no competition for the product, they will keep the price high. So much for being the same old company Chewy used to be...
If they are going to charge tax, maybe getting the food from another online supplier might be the next option.
You never know the package will come in 1-2 days or 5 like mine! If I knew I would order on Amazon where delivery does not happen more than 2 days and there is no minimum order
My dog likes them but they are unhealthy for animals. Again the dog loves the toys and treats. The toys are amazing and durable last a while but not to long.
Have been using chewy for our dog treats for awhile now for the convenience, price, and selection. Recently we decided to look into getting our dog food online and found out it would be more expensive on Chewy than the local store. I noticed that the recent complaints about pricing have started after the brick and mortar chain Pet Smart took over. I am now going to check out the price I am paying for the treats and it that is not competitive, then so long Chewy. Sure the great customer service and convenience is still there. But that is not enough to make me want to pay more and not support the local retailer.
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.
They have a wide variety of products and if you can get free shipping and it's worth the convenience to you, go for it. There are a few other online pet supply stores I would use before this one. An average online store I think.
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