Not A.

I placed my order for heartworm prevention for two of my dogs on July 13. They assured me that they would contact my vet for authorization. I immediately notify my vet after placing my Chewy order so that they know to expect a request. After a few days without an update, I call Chewy's customer service for the second time. They tell me that they haven't heard back from my vet. So I call my vet. My vet states that they have not received anything from Chewy, whether it be via email, fax, or call. My vet also firmly states that they only accept calls about authorizations during certain business hours — I prominently relay this information to Chewy. They reassure me yet again that they will have their pharmacy CALL the vet.

It's now July 21, a week since I've placed my order when Chewy sends me an email about my order soon to be canceled due to lack of Rx authorization. I frantically call their customer service as well as my vet to see what the hold up is, especially since my dogs are going unprotected from heartworms due to their delay! The vet verifies that they still haven't received a call. Chewy then changes their story to say that they didn't call my vet. Instead, Chewy sent a request to my vet via an online PORTAL. I specifically stated to them that my vet will only accept phone call authorization requests. Moreover, the request over the Portal is deemed useless as my vet doesn't have access to that since their change in business ownership.

I call Chewy for the countless time and spoke to a rude male customer service representative from Dallas that said to me, "I'm surprised Chewy hadn't canceled your order sooner as this request for authorization has carried on longer than it should have. Your order will be canceled, and that's just what's going to happen since there's no authorization. You can get your vet to call us." Excuse yourself. Not only did I get reassurance from previous representatives that they would make a phone call to request authorization, but also, it is Chewy's/their pharmacy's job to reach out to the clinic/doctor. Not only did they not place phone calls as claimed, but they refused to call the vet after repeated reminders in order to get the authorization. Had I known the process would be a lengthy waste of my time receiving the run around, and that they wouldn't actually do phone call requests for authorizations, then I would have gone somewhere else instead of having my dogs be at risk without protection.

I'll start off with the packing and quality of their items. I received a dining table with the box dented, and unsurprising damage to the table itself. It wasn't just a chip off the paint, it was a chops off the wood!

I contact customer service regarding the damage. I was reassured I would receive a FULL refund, since the fault was on Hayneedle's end. Moreover, the chairs I had ordered to accompany the damaged table would no longer be needed, so the representative reassured me the chairs would be canceled and my card would not be charged.

Disappointingly, my card was indeed charged for the chairs and it was shipped after all. It gets WORSE.

They receive my return of the table, however, did not issue a FULL refund as promised. They claim to have withheld my reward points accumulated. But I also returned the chairs which I used the reward points on, hence forfeiting my reward points. Yet a full refund remains to be unissued. Moreover, the representatives who reassured me of a "Full Refund" failed to disclose any information that any amount would be deducted from my "full refund." I'm not going to hold my breath for a full refund on the chairs which they also reassured a full refund for, but you bet I will be taking these matters to my credit card company.

Not only does Hayneedle fall short on delivering quality in products, but they also lack customer service. Surely in the mishap of "miscommunication" they could offer a remedy, but failed to even make the effort. As a long time customer, I will no longer be purchasing anything else from them in the future. Perhaps my absence will not impact their profit logistics, but I hope that my review will make a difference to those who are considering on doing business with them. Heed my warning and save yourself the frustration, stress, and utter disappointment in this deceptive company.