Laura R.

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!