Yvette C.

I called chewy to place an order on the Paws & pals Jogger dog & cat stroller on 8/6/2019.
Spoke with a customer service representative Matt placed the Oder.
I received the Order of the stroller and to my surprise it was not anything like the sales representative had stated... I opened the box to find screws and some-other pieces I needed to put together with tools. The box came with no Instructions or did Chewy have a video on how to put this Stroller together the stroller also was not a good quality stroller it had the bed padding on inside of stroller made of FOAM!
Which had already a tear on the side of it. I called Chewy.com Immediately asked to speak with a supervisor regarding all these issues A supervisor came to the phone Justin D. I explained the over all situation I was having with this stroller and I wanted to send it back for a full refund of what I paid which was $ 65.27 this was on 8-9-19 Same day I received the stroller I also asked for a return label to be e-mailed to me so I can ship back the stroller Justin D. Supervisor send me a return label on a PDF which i was unable to open on my computer. I asked him to e-mail to the fed-ex location where I was going to take the stroller to have fed-ex print out the label he then stated they do not do that! He then stated he was going to have his team e-mail the label on a word document early morning the next day which I NEVER RECEIVED. I then asked Justin D. Why couldn't they sent me the label NOW so I can place the label on the box and take it with me in the morning he then stated that they were very busy and I had to wait until the next day. I was not believing his stories if a Supervisor can't send how would a team member be able to have send me a label on a word document. I gave him the benefit of the doubt and waited until the next morning. First thing early morning I turned on my computer and there was no labels NOTHING from Chewy.com not even an explanation!
I called Chewy. Com AGAIN early morning and spoke to another supervisor who stated he would mail it to me which was Nathaniel L. I asked how long would it take for me to receive this label he stated about 10 business days which to me it was unacceptable. I needed to get this box out of my living area and needed my refund so I can place another order for a stroller. My dog is a special needs dog and is deformed. Which they all Knew for this was not my first time ordering from Chewing however I never had to send back the food I order form them as well as the BEDS ETC! I had called AGAIN THIRD TIME asking for them to fax over a Fed-ex label to the Fed-ex location so I can send back the stroller I spoke with another supervisor which was a female I forgot to write her name down with all this happening as I was sooo upset with all this drama CHEWY. COM WAS GIVING ME. AS WELL AS ALL THESE SUPERVISOR'S I HAD TO SPEAK WITH AND NONE WHERE BEING HELPFUL AND MAKING IT EASY for me to return the stroller that was damaged as well as JUNK! All they gave me was stress! The other supervisor I stated earlier which was a female I had explained to her the overall situation which i'm sure she already WAS AWARE OF FROM ALL the notes on their system. I asked her to e-mail to the fed -ex location I was taking the stroller to she then asked me for the fed-ex e-mail which I proceed to give her she then e-mailed to fed-ex which they did received and had printed out label because I made sure to call Fed-ex before taking this heavy box there. When I got there to fed-ex on 8/12/19 and they scanned the label they told me it wasn't any good and I was not able to send the box back to Chewy. Com. I went outside of the store into my car and called AGAIN for the fourth or fifth Time I lost track of how many times I had to call Chewy.com because of their inability to know how to do their JOBS! I spoke to another supervisor on 8-12-19 regarding the incorrect label they e-mail to FED-ex he then placed me on hold and came back to the phone asking me for the e-mail address for fed-ex which I was not understanding because the e-mail address should have been in the notes on their side because I had already given it to a previous supervisor and she e-mailed it to
Fed-ex as I stated earlier it was not the correct one. I had to ask Fed-ex AGAIN for the e-mail and I then gave it to the supervisor Brian V. who I spoke with on 8 12-19 he then emailed the same incorrect label to fed-ex they had received the first time! I had to tell him AGAIN this is the same label the other women supervisor had sent to fed-ex and it was incorrect by then you can only image where my blood pressure had resin! I told the supervisor Brian V. to stay on the line until he sent the correct label to fed-ex for the third time!
Finally the third label Brian V. sent was correct and on it's way this nightmare of the stroller went! ALL of the supervisors and customer service representatives I had spoken to from the 6th of August up to the 12th of August has been extremely stressful as well as time consuming because the people they have working at chewy.com are INCOMPETENT!
To say the least!
I also have been calling for my CREDIT TO BE PLACED BACK ON MY CREDIT CARD AND TO DATE HAS NOT BEEN DONE and it is now the 14th of August going on the 15th tomorrow they have there item I WANT MY CREDIT BACK ON MY CREDIT CARD SO I CAN PAY FOR MY OTHER STROLLER I HAD TO BUY FOR MY ANIMAL!
I have to say am VERY disappointed with all this unnecessary STRESS AND WAIST OF MY TIME THAT CHEWY. COM HAS PUT ME AS WELL AS MY SPECIAL NEEDS SEVEN POUND DOG THROUGH!
AFTER THIS HORRIFIC EXPERIENCE I HAVE BEEN THROUGH AND STILL WAITING FOR MY REFUND I WILL NO LONGER RECOMMEND ANYONE OF MY FRIENDS OR FAMILY MEMBERS ETC TO ODER FROM CHEWY.COM!