phillip w.

As I've written on this site before, Zavvi is great when no issues arise. When there are problems, however, customer service is useless. I've had to deal with them a few times and am convinced they just cut and paste responses ( which may or may not be relevant) so the next representative has to deal with the issues.
Depending on what the issue is. Damaged goods, unshipped goods, etc, my advise is this.!) Call your credit card company. File a claim and get a claim reference #.
2) Call the shipper ( ie Fedex, UPS, etc). File a claim and get a claim reference #.
3) Reference these claim #s when messaging or live chatting with representatives.
4) Take screenshot of ALL messages and download transcripts of ALL live chats.
5) The feedback email to the hutgroup doesn't work. Mailbox was full as of 12/13/2022. Instead, email the CEO at *******@thehutgroup.com
6) When I contacted the CFPB ( Consumer Financial Protection Bureau,) I was told to contact the FTC ( Federal Trade Commission.) You can file a claim/ask for advise as they handle internet retail services. https://www.ftc.gov/

Good luck!

This review concerns ONLY Chewy's pharmacy + vet diet departments and how Chewy's regular customer service interacts with these 2 prescription-required departments. I have been happy with purchases like toys and treats which do not require FDA approval.

This is a listing of the problems I have encountered with Chewy.com within the past month:
1) Being told I had a prescription from September 2016 for a pet food from a specific vet. Unfortunately, this vet did not begin work at the clinic on file for another 2 years. Was told an employee, while multi tasking, confused scripts from different clients. To be clear, this means that I or another customer could have bought/received medication NOT approved by a veterinarian.
2) On my vet profile, having my dog's name as my vet's name, having vets' names who I do not recognize as ever treating my pets, and flip flopping first and last names for my vet.
3) Within a 6 hour time period, being told that a Palladia, a chemotherapy drug was
A) Temporarily Out of stock
B) Was delivered but would take 1-2 business days to enter the system
C) Availability unknown as it depends on when manufacturer ships
D) Inventory shows 99 Million Tablets available. ( Yes, 99 MILLION)
Something is wrong where Chewy customer service/Vet Diet Foods. Pharmacy seem not to be coordinating with each other. Also, on both the normal and supervisory level, employees seem to be unwilling or unable to use common sense that an inventory of 99 Million tablets for an expensive chemotherapy drug should be a red flag.
I have tried to contact corporate to no avail. However, communicating through Facebook led to an immediate response.