Chewy.com Reviews

I have two adult cats that need a certain wet food so I placed my first order with Chewy and signed up for autoship. A few days before my next order was to go out I receive notice from Chewy that they are out of stock. Really!! Autoship would mean a customer needs 2 cases of a food which should be readily available. Not giving someone ample notice is not good customer service especially since I was a new customer to Chewy.

I have used Chewy for several years for my cat’s food and Breeze litter supplies through their subscription service. Once, they didn’t have the EXACT items for my subscription in stock, and I got an email saying I could order replacement items with free shipping (code provided.) The problem is that the code didn’t work; I had to buy extra product to get free shipping (I figured it would get used, right?) Then the item came back in stock, and they shipped the subscription! Suddenly I was buried in product and had spent WAY more than I had budgeted for! I thought it was a fluke until we got a puppy; then this nightmare happened:

I ordered the 54” x 34” x 30” Frisco Heavy Duty Enhanced Lock Double Door Fold & Carry Wire Dog Crate & Mat Kit.

It arrived in a box that had been previously opened and then taped shut again. All the cables to secure things inside the box had been cut, and the pieces had all been shoved back into the box in such a way that they were all caught on each other and bent badly (despite being a heavy-duty metal crate.) We had to cut the box open to get the pieces out. It then took us over an hour JUST TO SEPARATE the parts and another two hours to assemble (as it required bending many of the pieces back into place as much as possible.) When we finally got it together, we discovered that the side door did not latch or swing properly due to bending in the frame (we tested the door before assembly; it swung and latched fine. However, once held “straight,” there is not room for the bent pieces to flex enough to work.) Also, the bars don’t line up with the latching mechanism. Finally, the ad says (in three places) that there is a divider, but there was not one in our box.

Chatting with a Chewy rep, I asked to be sent a replacement panel for the one broken side preventing us from using the crate as intended. I was told this could not be done (which, I get, in theory. But why pay to ship a whole crate here and back when we only need one piece?) I was offered ONLY two options:

1. Spend another $216 to buy another crate and eventually get a refund or

2. Request a replacement

BOTH of these options, I was told, could be completed ONLY AFTER I disassemble, rebox, and return the entire crate we had just finally put together. Other than repeatedly saying that they understood I was frustrated, there was no consideration for:

- the time and energy I had already spent assembling the crate

OR

- the time and energy I would have to spend disassembling the crate

OR

- the week I had already spent waiting for the crate to arrive

OR

- the MONTH (at least) I would spend with a puppy but no crate because I would have to wait 5-7 days for the box (which I had to specifically ask how I would get one before they said they could send me a new one) to arrive, then rebox the crate, then notify Fex ex it was ready to be picked up, likely wait 1-2 days for them to pick it up, wait 5-7 days for the box to get back to Chewy, wait god knows how long for the replacement to be processed, wait 5-7 days for the replacement to ship out, cross my fingers that the replacement wasn’t also broken, and finally assemble another 32 cubic feet of crate.

OR

- if I bought a second $216 crate, the week IT would take to arrive, AND cross my fingers that the replacement wasn’t also broken, AND finally assemble another 32 cubic feet of crate.

OR

- the fact that Chewy sold me something someone else had obviously returned without even checking to see if it was in a condition to resell and/or if all the parts were still there.

***I was notified two days later that they can not, in fact, send me a box to return the crate in, but I am welcome to buy one from Fed Ex!***

It is NOT MY FAULT that Chewy failed to verify that the previously returned item was not damaged.

It is NOT MY FAULT that Chewy failed to confirm that all the pieces were in the box before reselling it.

It is NOT MY FAULT that the crate is bent so badly that it doesn’t work properly.

But Chewy apparently thinks it should be ENTIRELY MY RESPONSIBILITY to do all the work (multiple times,) be out twice the cost of the product, buy a replacement box, be without the product I paid for, and/or eat the loss entirely.

I did not ask for a free crate.

I did not ask for a discount on my crate.

I did not ask for a credit.

I did not even ask them to provide me with the missing divider.

I ONLY asked them to replace the one panel, which was so broken it rendered the entire crate non-functional!

I do not find this to be acceptable customer service.

So, we suspended our subscriptions and sent in a review of the crate, including our opinion of Chewy’s service. That review is “under review” (and has been for four days as of 05/08/23.) We will see if they actually care or not. In the meantime, if you get a large or bulky item that appears damaged in any way, send it back immediately. Don’t try to work with it, or you might be stuck with it.

I had an outstanding experience with this company!! Honest and caring!! They will have all of my business going forward.

Brenda Merritt

Placed an order for a specific antibiotic for my dog, which they showed to be in stock, only to have them cancel the order 2 days later.

Doing this on a chew toy or a bag of treats is one thing but on meds this is unacceptable.

Chewy customer service was of no help at all.

I’ve been ordering from them for years. I have had a few problems which were quickly resolved. Once I ordered a new litter box that I ended up not liking. It was a good litter box, just not adequate for someone with four cats. I wrote a review online, and they refunded my money without me even asking! Also had one jug of litter damaged in transit, and they overnighted a replacement. Can’t say enough good things about Chewy. Great prices, great customer service, excellent selection of items. They will always be my go-to for pet purchases.

The company tactics I experienced were nothing short of dishonest and deceptive. I did an autoship account with them and they MORE THAN DOUBLED the price of their product WITHOUT any notification.

That just fosters total distrust. Customers should not be subjected to such shabby tactics. Shame on them...

Chewy has been wonderful and the best customer service around. Their prices are better than retail and items are delivered quickly. I have not had one issue and have been dealing with Chewy.com for at least 4 years.

When my friend's cat passed away they sent her a sympathy card and flowers. They won me over with their thoughtfulness and kindness!! Definitely a great company!!

I received a notice that my auto ship for 2 cases of RX dog food had been delivered and was left at the garage door. I am always home and knew the order had not been delivered and continued to look prior to calling the company.

Chewy rep was so kind and researched to see what had happened. There was a problem in researching the tracking at the time, so she immediately ordered a replacement shipment at no charge.

She also credited me a few cans in case I had to purchase any before receiving the new shipment. Now that’s what I call 5 star customer service.

Satisfied Chewy customer

I've had good luck with deliveries and auto-shipments. I had a complaint about a "pet" cover for my chair and they gave me a refund.

I placed a order on 11/30/2019 in which it showed all items were in stock and here it is 5 days later and it still hasn't shipped! Yet, they claim 1-2 Day Shipping. They're giving me a story saying it due to bad weather.

Oh, I hadn't heard that Florida is having a Blizzard. Offering me a $15 discount on my next order placed by 3/31/2020.

Well, I won't need to place another order by that date!.. Screw Chewy and I'm cancelling my order and taking my business where it is appreciated

I purchased an item and received it, when I went back to buy the same item, the price had increased 100%.

Their staff are trained to explain price increases as "Fluctuations" obviously management has given them talking points to deal with questions regarding their scams.

Chewy has done everything possible to make people believe they really care about your pets. They don't. It's all part of their gimmick to make people believe they care. The only thing upper management cares about is profit.

Ordered for the first time and the products never shipped. Shipping label was just created and never sent. I was set up for automatic orders and was told it will take 3-5 days for a refund.

My two chihuahuas are finicky eaters. I struggle all the time to find something they like and will eat. I ordered the peach pig jerky from you for the first time a few months ago, and thus was how the monsters were created.

They will now refuse to eat their dinner unless I give them the pig jerky FIRST! In a battle of wills, they always win.

They cannot get enough of this stuff and would probably be perfectly happy having pig jerky for every meal instead of an after dinner treat, (which is now their before dinner treat). Thanks Chewy, at least they’re happy. LOL.

this company sometimes doesn't deliver my food it gets "lost on the truck" thus I have to wait an extra day to receive ...I placed an order yesterday for 1 order of food instead they deducted two times the same amount... chatted with Ashea W and then her supervisor Ambra M at 2:30 am this morning attached a file to show them and received no assistance ,

spoke with David M at 6:03 this morning (I have screen shots) another rep very unprofessional , no knowledge so I have to fight for my money back ,

Chewy is turning into a scam and I really hope people stop ordering from them. I deleted all of my autoships and just going to my vet for the food this way I know I'm not being taken and I have food at hand

My dear little Daisy is a cat! As soon as I order a case of her favorite food...she stops eating it! I decided to cancel the automatic refills because my inventory was backing up...Chewy understood! No pressure, no guilt!

In fact they even asked for a picture of my finicky feline, and a few months later...here comes a painted portrait. Great PR! You can be sure that no matter what my Daisy decides to eat, I will order it from Chewy.

The delivery service is fast and is it ever nice to get those heavy buckets of litter delivered right to my door!!

August 24: Ordered critical meds for my pets

August 29: Still have not received anything. Called. Chewy rep says "Meds are shipped today"

Sept 2: Still nothing. Called. Chewy rep says "Meds not shipped; Still waiting for approval from your vet"

It's Labor Day weekend so that will not happen until Sept.4

Sept 4: Checked with vet and here is the real history:

---------------------------------

Aug. 24: Chewy received meds order over the weekend

Aug. 26: Chewy called in the meds over the phone Vet was clear they do not do VERBAL prescriptions [that should have been obvious!]

Aug. 27 AM: Chewy sent a faxed request for prescriptions; Vet approved and faxed back

Aug. 27 PM: Chewy said they did not receive fax; Vet faxed again prescription a 2nd time

[Saw proof of fax so Chewy did get the faxed prescription 2x on Aug.27]

>> but nothing happened. Chewy does not ship.

So:

Aug. 29, when I called: I'm told "meds are shipped" but they are not!

Sept 2:, when I called: "No, meds are not shipped; waiting for approved prescription from Vet"

That's when I cancelled my order with Chewy.com and ordered at VetRxDirect which process my pets meds orders in less than 1 day.

In the mean time I scramble to bring cat to Emergency Vet to get emergency meds to tie me over during Labor Day weekend before receiving shipment from VetRxDirect. I blame Chewy and consider they should reimburse urgent pet care I had to pay because of their incompetence

DON'T BUY MEDS AT CHEWY.COM

THEY WILL LET YOU PETS DIE BEFORE SHIPPING THE ORDERED MEDS.

Buy instead at VetRxDirect which are more efficient and care about ensuring critical meds get to your pets fast.

Chewy is fabulous; perfection in a site and products. I have 3 cats and at my ripe old age of 71, sometimes it's hard for me to lug home all those cans and bags of cat food. That stuff is heavy!

Along comes Chewy and the site is so easy to navigate, so easy to find what you need, has the best prices, and is like a jet plane on delivery. There is just no way to beat it and they have saved me many times.

I honest give real thanks for the day I found them and can't even count the number of people I've told. They are wonderful!

Thank you, Chewy, from the bottom of my heart. My cats thank you, my back thanks you, and my purse thanks you!

At times I order food for pets later than I should, when I only have a few days supply remaining. I have received shipments almost next day, usually it comes the second day, less than 48 hours after I ordered it.

They have 24/7 chat so if you forget to order or want to stop an item from being sent, you can contact them immediately. They were also good when I was away from home for a long period of time.

My dog was at another home and it was easy to temporarily change the address of shipment online. They do a nice job.

I ordered my cat and dog food off chewy.com yesterday because I got an advertisement in the mail and I figured why not try it with my coupon code my final price was almost half of what I would have spent I was thrilled right there

but then the next day my box arrived I was thrilled everything was exctly what I ordered and delivered fast even faster then I thought with free shipping

I will deffinately be ordering all my pet food needs from chewy from now on

oh almost forgot contacted costumer service about leaving a review and they helped me right away love chewy would recommend it to anyone