Heidi W.

I'm a former regular customer of Wine Insiders. It USED TO BE cheaper to buy in bulk from Wine Insiders than to go to a nearby liquor store for the same type/quality of wine. It's no longer true. First, they added a "handling fee" of $3 per order that was being charged in order to help them expedite the shipping process. (Insert eye-roll here). Then they sent an email stating they were being "forced" to raise prices due to "inflation". Please! It's just greed! Nowadays, I can find the same lower-to-LOW-quality wines for much less money in my local liquor store. Don't be mistaken; the wine they sell at Wine Insiders IS INDEED low-quality; they buy excess/leftover stock from wineries who couldn't sell it. (Think of it as "Overstock.com" for wine). That's why Wine Insiders' wine *used to be* reasonably priced. Nowadays, though, you'll pay much more for the same low-level product. Now they've jacked up their prices and their "sales" and "specials" are a joke! I'd rather buy similar low-brow wines for less money while also supporting my local small business liquor store.

This web site is on the very expensive side in terms of product cost. I can purchase the same items that Wag sells at much lower prices at my local pet supply chain store or at Chewy.com.

I placed my first order with Wag several years ago. The package took forever to arrive. I feared it was lost in the mail and I couldn't track it online. I called the Wag customer service number. The CSR was pleasant, but could not locate my package in transit. Therefore, he re-ordered the same items I had purchased and (of course) did not charge me for them a second time.

Eventually, both packages arrived, and therefore, I received duplicates of all items for the price of one of each. That was a great thing. However, since then, my orders with Wag were problematic. Often, their coupon codes didn't work, the codes were very restrictive, or there were other issues with my orders. I had called the customer service line on another occassion. The CSR I spoke with was gregarious and outgoing. He was reviewing my order on his end while we were on the phone. I was put off, however, by his commenting on the contents of my order. He said things like, "I see you purchased X. I personally prefer Y".

Generally speaking, Wag is mostly efficiently-run and good with customers. However, their prices now border on outrageous. I haven't shopped at that web site in quite some time. I doubt that I will ever shop at Wag again.

I have placed LITERALLY around 100 (or more) orders with Chewy throught the past five years or so. Back in the day, people had ever heard of them, so I bragged about them to friends and acquaintances, thus creating new happy customers for Chewy. (I'd really like a "thank you for recruting customers" coupon code or recognition as being their "number one fan and customer" in the form of a discount)!

Chewy customer service is great; you can chat online or speak on the phone with a rep at any time of day. Also, their prices on certain items truly rival, compete with, or beat the prices I see in my local pet supply stores for the same items.

Chewy has a HUGE selection anything you need for your animals - from food, to treats, to supplements to toys, to beds, crates or scratching posts. They carry so many brands - even some that are difficult to find in stores or with other online vendors. Most of all, the shipping is VERY fast. (Shipping is free is you spend $49 dollars, which I always do). I receive my Chewy orders in two days and sometimes even in one day!

Chewy is a small business thus far, so they haven't gotten caught up in the craziness that happens when a company gets too big and corporate. Chewy CSRs are helplful and polite. It's nice to talk to or email a real pet lover like myself. Everyone I've spoken to there (to help me cancel an order or add to an order, etc.) has mentioned their own pets, too. It's important to hire employs who "walk the walk", not just talk the talk.

I'm seeing a lot of Chewy TV ads nowadays. I'm hoping that as they contintue to grow and get more satisfied repeat customers like me, they don't lose the things about them that make them special. I appreciate the indivitual attention I receive from Chewy. I have no complaints and I cannot image anyone having a bad experience with Chewy.

I tried to place an order at Jet.com in April 2016. It was a gift. I placed the order and got a confirmation email. Then a day later I got an email from Jet saying my order was canceled. I called them to ask why my order had been canceled. The agent - at the number that's supposed to be Jet's customer service help number - said she wasn't able to tell why my order had been canceled. I asked her why not. She said she wasn't privvy to that info. I asked why she was answering the phone at Jet's customer service number if she couldn't answer customer-service questions. She said she didn't know. She told me the people that can figure out my order snafu were not in the building. I asked when they'd be back and available to talk to me. She said she didn't know! Then she admitted that there actually WERE some order department specialists physically there. I said I'd hold to talk to them. She said they were too busy and the hold would be long. I said I didn't care; I needed the issue resolved. I waited on hold. Then she returned and sheepishly promised to have someone call me back right away.

Someone from Jet eventually called me back from the Jet order placement/fraud dept and said that my order had been canceled because the shipping address was different from my billing address. So, nobody ships things to other people!? Don't people sometimes have two homes? There are a LOT of baby boomer snowbirds in this country! And why - if my order raised red flags - had I received an order *confirmation* email first (with an order number) saying my order was aplaced and then I got a *cancellation* email 24 hours later?!

So, then I had to speak to this fraud specialist guy and answer grilling questions about my card's billing address. I had to prove the card was mine - as he pulled up a map on his computer - by providing the names of multiple crossroads near the billing address and the name and address of the bank where the debit card was issued. Then he asked why there was a discrepancy in addresses and asked how many months of the year I spend at the address associated with the debit card. WHAT?! I told them I was disgusted by all this third degree crap and I wouldn't be using their web site. Someone from Jet then apologized via email and added credit into my Jet account for my troubles. I was angry already and I ended up ordering the gift item at another web site.

Fast forward to August. I decided to utilize the credit in my Jet account and give Jet a second chance. I tried to use a coupon code that gives me 15% off my order, which was located on the home page. The site wouldn't honor it, saying it was good only for "new customers".

I tried multiple other codes that were good for 15% off my first three orders with Jet. I AM a new customer; I've NEVER placed an order there! Yet, I kept getting a red error code that said "code invalid; only good for FIRST TIME customers". Again, I had never placed an order with Jet! So I wrote an email to Jet and I was told to try another code. The same thing happened AGAIN. I was flustered and I wrote back. Eventually, someone at Jet went in to my account on their end and manually applied a 15% off code. Whew! I wrote them a thank you email. I was relieved that I could finally place my order containing items that had been sitting in my cart for 2 days.

I placed the order. Immediately I received two emails from Jet at the exact same time. One email said my order was placed successfully and one email said my order was CANCELED! (Both emails referenced the same order number and arrived in my inbox at the exact same minute). This time, I was shipping to myself, so the debit and shipping addresses were the same. So, I knew that wasn't the reason for the cancellation. I checked my order on their site, and lo and behold, all of the items in my order indeed said "canceled" next to them.

I called the customer service number again. By this time, I was feeling defeated and ready to give up. The woman there was very pleasant but - surprise - she said she didn't know why the order had been canceled. She asked me to hold for someone who could explain it. I waited. Eventually she came back and said that I would be getting an email explaining that their system made an error, I hadn't done anything wrong, and that my order was canceled mistakenly by THEM. WHAT?! So, I opened my email while the woman was still on the phone. I did receive an email and it stated that the cancellation was their error. The directions were for me to reenter the web site and press the "place order" button. Well, that button was not an option. My order had been canceled so there was no way to choose "place order" because my cart was empty. So, the customer service agent said that she would re-place my order for me and send a confirmation email. She did, and the order did go through.

It should not be this exasperating to place an order at a web site. The company needs to work on the tech aspects of their site. I do plenty of online shopping and I have no issues with other sites like Drugstore.com, Amazon, and Chewy.com.

It is also entirely possible that I was a victim of the "bait and switch" move that they appear to be pulling on customers. It doesn't seem like a coincidence to me that when my earlier order was canceled 24 hours after I'd placed it, the item I was attempting to buy went up in price by $50 on their web site after they'd canceled my order. It seems that Jet frequently cancels orders on customers only to tell them they don't know why it happened. Then they instruct customers to go back to their site and try buying the item(s) again. Invariably, the price(s) of the item(s) has/have risen.

The whole shopping experience at Jet.com has left me feeling exhaustedand suspicious. The customer service reps are all nice; Jet has that in their favor. I can't help but wonder, though, if people there are just placating me or talking down. It's like they're on happy pills even if I get grumpy with them.

I won't shop at Jet again. There are plenty of things in life that raise my blood pressure and make me frustrated and stressed. Online shopping shouldn't be one of those things.