Company Details

Dear Chewy, my name is John Travis my beloved little dog Kato passed and I wasn't doing too well . Eunice and the good people at Chewy found out and sent me a beautiful card and some art work with Kato's name on it . I just want you to know that it helped me and that I think that very special people must work there . My day is a little brighter because of you . Thank you ,John

Long standing relationship with Chewy from when they first started their service. Several years ago I started buying my dog's food from different vendors occasionally, taking advantage of sales, etc. At the same time, I tried Chewy's auto delivery service which never seemed to work for us. One cup a day out of a 26 pound bag seemed to last forever and ultimately ended up stopping the auto delivery. After stopping the auto delivery, Chewy removed my account from their books and my email. I had no access to Chewy, hence my wife opened an account. Moving fast forward, to 5/1/2024, I receive a direct mail from Chewy asking me to come back and they miss me. They enclosed a 20 dollar off gift card. In all good faith, I tried to use the card for dog food as my dog finally finished, or was about to finish the 26 pound bag of food after about 9 weeks. Chewy would not accept the gift card, would not allow me to access my account, or allow me to use the card or use the 20 dollar off on my wife's account. Very poor way to operate. We were the customers that made Chewy thrive in the beginning. Now, we are not allowed to purchase because we might have shopped somewhere else and our auto-deliveries never worked out according to plan. What a way to run a business.

I was at home recovering from surgery and ordered my dogs food. It was running low and I called them. I was greeted by an amazing young women. She said she could give me a credit to buy a small bag till mine arrived. I explained it was difficult to get to store right now. She checked on the order, expedited it . She talked to me about my pets and I told her I lost my Scooter not to long ago. Today the mail brings me 2 packages from Chewy. The first package had a lovely card that wished me a speedy recovery with a mug and tea bags. The second one contained a blue satin bag with a lovely stone with Scooter on it and another card. This is a top notch company. Their people and customer service are exceptional. I have been with Chewy for 8 years and always go to them for my pet products. Thanks Chewy for standing out ! Chewy customer for life. Thanks Margarita for your kind words and the lovely gifts.

I called Chewy on April 30, 2024. My Precious Labrador Benjamin Franklin went to Heaven and I needed assistance to cancel my auto ship orders for my baby. Chewy refunded Benjamin's Dog Food that was completely unopened and still in the shipping box. I still had some food from the last order. Chewy refunded my order and told me I did not need to return the bag. I could donate it or do whatever I want with it. It is a prescription diet for Liver Disease. Also cancelled a prescription for my boy as well. Today, May 1, 2024, I received a vase with beautiful flowers and a sympathy card for the huge loss of my precious Benjamin Franklin. I was shocked! To have a company with their excellent Customer Service, care that much for their patron's critters that they send a sympathy card for their loss was a welcome gift and shows what excellent service they provide. I have always been a Chewy Fan, but after this experience, I will be a fan for life! Thank You Jennifer and the entire Chewy Family for the beautiful flowers and the great Customer Service!!

I placed an order for my pets. fed Ex damaged the package(not the first time) and sent it back to Chewy. Needless to say I was not in a good space when I got home to find out that the package was returned. I called Chewy Customer service had a credit issued for non received products. I spoke with a CS Supervisor (Clay) he was most understanding and got my much needed food etc... back out to me. Chewy has a loyal pet owner in me. Thank you

Terrible pharmacy service. I have had problems getting both simparico trio and prescription dog food. Customer service is nice but they don't get the job done. Wait till the order is shipping and tell me I need a new prescription despite the multiple e mails telling me they are getting my order ready. How about a heads up before the script runs out.

I have been ordering the Auto Ship for the Dogs and Cats the last few months. I will have to say the customer service when I called was exceptional! I tend to change my auto ship orders, so they have helped me with that, while also helping me with a coupon that didn't want to work. They said no problem, I will help you from this end and she had some coupons that could be used to help in this situation. I thanked her and was so glad she could help, as the coupon was for 20.00. And she was able to find ones to help.

Amazing customer service. Unfortunately, my cat passed away and after I asked to make a return, they refunded the entire case of food I had gotten for her, and suggested donating it to a rescue or shelter. They were really nice, and their delivery and deals were also great.

I ordered antibiotics for my cat and they canceled my order did not email me or call and my cat died waiting for my order if I could give a negative rating I would and customer service said that the supervisor would call me never did worst company ever if you want your animals to live go elsewhere where they care

Absolutely exceptional customer service, always ... especially after the passing of our beloved pet recently ... they were so kind as to refund us for the cases of food and treats which we had that were unopened, AND did not even ask us to return them! Additionally, they sent us flowers and a very kind and thoughtful card in sympathy. We have never experienced this level of thoughtfulness and genuine caring from a company before, and doubt that we will ever again! Wonderful company we highly recommend!

Literally blown away by their kindness. My dog passed and I called to ask if I could return meds I hadn’t opened. Money refunded, donate the meds AND THEN flowers arrived at my house!!! Blown away.

Terrible customer service. Explained my situation to multiple reps and no one gave a crap. I had input my address as my dad's so i could pick up my packages from his house instead of my leasing office and they advised me i wasn't a new customer to get the promos even though i sent in proof of address and everything! I even had them look up the phone number i've had for the last 8 years and provided 4 different emails and they told me "Yeah, i don't see any other accounts." You're talking to robots who don't know their butts from a hole in the ground.

My past 6 years of consistent ordering prescription dog foods through cheeewy.com has been nothing less than excellent. My English Cocker Spaniel was placed on prescription foods in 2019 and continued to be on them until we had to say good bye to her this month, April 2024. ALL of my dog's foods were delivered within 2 days after I paced the order. If I didn't upload the prescription and Chewy needed to contact the Vet for approval, the delivery may have taken 1 extra day and maybe not. What I LOVE most about Chewy's customer Service staff is that they do not question the customer about refunds if the dog cannot or will not eat the food. I cannot count the times that Clover, my Cocker Spaniel, didn't eat the food prescribed because as she grew older she had severe change in appetite due to medical issues. The Chewy Customer Service team member would always refund my money and tell me to DONATE the food to a dog shelter. That's what I LOVE about Chewy! They prove their love for dogs and cats. When I called Chewy to inform them that the last order for Clover was not used because she was no longer with us, the CS team member offered her condolences, refunded to my credit card and updated my account by removing Clover's name so that I did not have to do it. I was and I am still grieving over the loss of my sweet Cocker Spaniel. Today, April 23, 2024, to my surprise I received a beautiful mixed flower arrangement in a clear vase FROM CHEWY with a card attached offering their sympathy on our loss of Clover. This type of treatment makes a customer feel like the company really appreciated their business AND that some of the Management and top Executives are pet owners who can truly understand how another pet parent feels when they lose a pet that has become a family member. So, if I could rate Chewy 6 Stars, I would but since 5 Stars is the highest rating, they have certainly proven to be 5 Star worthy to me.

Brilliant service. My package got lost, I called the number they published and a human answered, and they were able to resolve the problem immediately. Excellent and rare service, thank you chewy

I had just purchased dog food for my Sadie, and she passed away unexpectedly and fast. I chatted with their CSR Tanyla and she was so kind. She refunded my money and told me to donate to a rescue or shelter. The next day, I received a flower delivery from Chewy. Very compassionate people. Thank you Tanyla

I purchased a package of chew toys sold and promoted by chewy for puppies. The chew toys made of nylon, rubber or combination broke apart within a day of chew time and ended up in my dogs poop. These toys are marketed for chewing and for puppies yet they are not made to withstand chewing from a ten pound Keeshond pup who won’t get much larger than 35lbs. These toys are dangerous for dogs and a company like Chewy shouldn’t be marketing them. I wrote one review to them regarding the yellow teething bone included in this package but was not allowed to submit another review regarding the spoiled football which ended up in my dogs poop. Refunds are not enough, this is a safety issue and Chewy should take the lead to insure it is not selling hazardous toys to pets.

My 14 year old poodle passed and I called Chewy to cancel her automatic shipments for medication and food. They sent me a bouquet of flowers in her memory. It was unexpected from a large company and I am so grateful for their kind deed. Jessica Middleton

I was blown away by the customer service from Sharon! After my friend passed away, I was ordering dog food for her dog. Sharon assisted with making sure my friends account was not on auto order and continued to stay on the phone with me and make sure I got the correct food ordered for my the dog. To top it off, I received flowers for the loss of my friend from Sharon and Chewy. I love that Chewy allows their employees the freedom to make those decisions. Everyone I told smiled and was pleasantly surprised I’ve used Chewy for years and have never been disappointed. Sounds like they’re a great company to work for too thank you Sharon and Chewy!!

Have been ordering from Chewy for years. Some issues recently--past year or so.. Shipping seems to be a bit slower. Not as generous about returns as in the early years. Customer service reps polite, but not always helpful. Lower prices at Walmart without having to spend 50.00 for free shipping. But of course chewy has great selection and home delivery. Most concerning is that they solicit reviews on every product, but do not publish those that express legitimate concerns and are written according to their submission guidelines. After thorough research and after speaking with my home vet, I took the time to write a constructive review of a dog food brand which followed all Chewy guidelines for submission, but the review was never posted. Who are they protecting? Certainly not our dogs. There are numerous reviews about dented cans and other minor concerns. Yet they did not publish my review about a label that reveals there might be issues with long term feeding due to extremely minimum fat content of the dog food. Chewy vet by chat very nonchalant also. Did not seem knowledgeable about AAFCO feeding and labeling requirements. Did not investigate thoroughly or indicate she would would contact manufacturer. My home vet advised stopping the diet ASAP due to extremely low fat content. Chewy was unconcerned, seemed to be protecting manufacturer and Chewy itself.

Deliveries never come on time. Don’t use chewy. It’s the same price as my vet. I just chose not to drive the 30-40mins to the vet. I now choose to go pick up meds at the vet over chewy. They never reimburse or refund. I’m disappointed.