Company Details

We now shop elsewhere and I'd advise the same for others. Pros: - Wide selection of products - Sometimes you get good customer service (other times it's terrible) - Market prices on products, no price gouging Cons: - Customer service has tanked over the last 2 years - Longtime buggy website that causes what they consider errors, they cancel or stop your order, and if stopped and you contact them, the push the blame on the customer as having entered already used promo codes or discounts when none were added by the customer. They're added by their system and not something the customer can prevent. - Delays in order processing that can cause one to run out of pet food, miss a gift date, etc. - Prices are not competitive, just average market. - Unreliable

Wonderful customer service, my order shipped quickly and if you call the support team they are responsive and helpful

Nothing but good experience and great support, except i am sad that FedEx (sucks) delivers the products

I am above and beyond appalled at Chewy! So many good reviews but their product has sent my cat to the vet multiple times, she's getting sores all over her neck and scabs!! I'm honestly heart broken. I've had to take up a second job with Uber that pays literally nothing unless people tip and that's few and far between. All Chewy has done is offer me a free skin product!!! I wish I could upload a picture of my girls skin!!!

Chewy offers a 5% discount on autoship orders but taxes on the original amount which is not only incorrect, but it is also not much of a savings with the additional taxes. I have not experienced this with any other online retailers.

Great company and customer service. They delivered an order to me instead of my daughter. Customer service immediately had another order sent to her.

I ordered a new winter coat from chewy. My first order. Arrived in 2,days. The cost was nicer than described just beautiful a Frisco product great quality. I ordered large. It was to big so I ordered medium today Very very satisfied with chewy ps just luv the commercials

Customer service is exceptional. Every time I have a question or something comes up (that is not their fault) they go out of their way to help. They're a great company.

I ordered sensitive skin dog food, and my dogs would not eat it. The second order was already on the way of the same sensitive skin dog food, knowing my dogs would not eat it I asked to cancel the order, they said they could not do that since it was already on the way, but I could get a return slip and send it back for full refund of $82. After contacting them four different times for the return slip and never came in, I’ve tried everything to get my dogs to eat it with boiled chicken, ground beef, etc. I contacted chewy multiple times to be able to return the dog food every time they promise to mail me , a return slip, and never do, they just lie!

Rx Issues. Not a regular customer, but have ordered non RX items before with no problems. Decided to try to save $$ on RX item that was twice a much at the Specialty Hospital. The short of it, my Vet approved on Monday and I received an email from Chewy stating it's approved and going to Pharmacy for processing usually takes less than a day. As of Thursday, still hadn't shipped. Called and was told "oh, looks like it's stuck". After brief hold, the issue was resolved and should ship tomorrow. Customer service was polite and did resolve the issue so why the 1 star... Because if I didn't call it would never have been dealt with. It's on the customer to identify fail points in their system. Unfortunately, it's now urgently needed medicine and I won't get it for 3-5 days.

Worst e-Commerce Experience! Referred by a colleague. New kitten arriving on Saturday. Decided to place my order with Chewy Canada - 1 or 3 day arrival. After I placed the order, I received an email requesting for 5-6 pieces of personal information - as my security is important to them - to confirm my order. It is 2024, nobody should be sharing that type of personal information over email, unless secure email, as email is the most insecure form of communication. So, it meant I had to call. I did - thought I resolved the issue and my order would ship. 3 days later, today I emailed to get a status update. Same personal information was requested again. So, I called to cancel my order and I will never do business with them.

I canceled autoship this morning however, chewy already shipped it out. I talked to Mika at customer service. He confirmed I canceled right before they shipped and he refunded. I asked him how I return the item they shipped. He told me no need to return. And also told me to donate it to shelter. I really appreciate chewy customer support for helping and solving the problem quickly. Thank you so much for your help and I’ll buy more from chewy!

Chewy is incredibly responsive and kind. When my package arrived damaged with treats spilled everywhere, I emailed Chewy, and they promptly replaced the item free of charge. As a first-time pet owner, I find Chewy's support invaluable. They provide detailed information about concerns I may have and address them without judgment. Another example of Chewy's exceptional service is when I ordered a litter box that was too big for my apartment. Instead of dealing with the hassle of returning it, Chewy refunded my order and encouraged me to donate it to a nearby animal rescue, which I did.

I've been a customer for years, mostly because I have a rat terrier with lifelong GI issues and it was alot easier to check out nutritional analyses, ingredients, find obscure options (Italian-made vet food) when the standard ones wouldn't work for him. The autoship is easy to work with and convenient. They haven't been perfect over the years, but pretty consistent and so far always good customer service. So, over $100 of food for arrives for my husband's dog the day she dies. I call hoping to mitigate the pain a bit, and they couldn't have been kinder. Not only did Caroline respond with grace and empathy, quickly initiate a refund and ask me to donate the food to a local shelter, I received a condolence email afterwards. THEN, 2 days later we get a bouquet of "So sorry for your loss" flowers from Chewy!!! I know it wasn't just Caroline; she had to have been supported by the company's policies. We're grateful.

I have been using Chewy for years and they always have amazing service. Yesterday I had to call to cancel my future auto ships because my dog passed away. The lady I talked with was so sympathetic and we chatted for awhile about our pets. Later that afternoon the doorbell rings and I had flowers delivered. They were from Chewy! I can’t express how much that meant to me! Chewy truly is the best! Thank you for your wonderful service over the years and caring about our family during this huge loss.

I've been ordering from Chewy for several years now. Their customer service has always been excellent. My last order contained a 40 lb bag of cat litter and a couple of cases of canned food. They were packed together in the same box. The litter ended up cracking open all of the cans on one side of the case. I called Chewy and they immediately refunded me for the cracked cans. This isn't the first time they've quickly responded to an issue. They're really a great company to do business with. I just with they used any carrier other than FedEx.

Oh this is more than Factual!! So spoke to a Customer service rep today about an order I was trying to place. Turns out Chewy does NOT VALUE clients that order Regularly!! So I was trying to use a coupon sent to my husband ( who rarely orders) when I had trouble I did a Customer service chat. Upon this chat I was told the coupon was in his name and I could not apply it. I explained i don't know why they only send promos to him when I am the one who orders from them on a regular basis. That is when I was told they send 30% coupons ect to those who don't order Regularly to spur them to order!! So if you're a good customer that orders often YOU ARE NOT WORTH CRAP TO THEM!!

Chewy didn’t include 2 items in my auto ship order they charged for but didn’t notify that it was out of stock so I could choose replacements until the order was delivered. Now to get replacements I’ll have to pay shipping that I didn’t in the original order of over $100. They offered 10% off my next order. All I need are the 2 items or a replacement there of which 10% off won’t even cover shipping. I’ve canceled future auto ships. I’ve spoken with Chewy after requesting to speak to the previous representative’s supervisor. The supervisor made things right which I greatly appreciate. Just wish I hadn’t had to go through it al.

Super sweet. I called because I had auto for my dog for meds and food and told them my dog passed. No questions asked and they sent me beautiful flowers for my Baby. If I ever get another pet they will be my go to for sure. Thank you from the bottom of my 💔 heart at the moment. Time heals all wounds

I've been a customer of chewy for a while and have never had an issues till lately. My last order I had placed in the morning of cat litter and my order never shipped.. I called customer service and they placed another order and I got the order within 2 days. I just placed another order and again the order has not shipped. I called customer service they told me there is a delay but gave no reason. I never received an email so is this going to be another order not shipped and me having to call again to have them replace the order.