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!

When I posted a review of Ziwi Peak cat food that Chewy didn't like, they refused to post the review, even though I gave important public information about the new owners of the company and what they did to alter pet food. This is info every pet owner needed to know to decide if they wanted to continue feeding their pets food from a company owned by a Chinese Equity Firm, FountainVest.

When my cats would not eat Ziwi Peak canned venison, which they had gobbled up as soon as I put it in their dishes for 2 years, I knew something was wrong. So, as. Journalist, I investigated Ziwi Peak and found that the company had been sold to a Chinese Equity Firm, FountainVest, in February 2022 for $1B US dollars. Now, the company was started by a deer hunter in New Zealand in 2002 and wow, it sold 21 years later for $1B?

When I contacted the company as to why suddenly my cats would not eat the venison canned food, a customer rep said that there was no change in the recipe but that different deer have different qualities that might make the food taste differently. Ok. But, why hadn't they refused to eat the venison not once in the prior two years? No answer.

They did say that they changed the DRY Venison formula to include Dried Apple Pomice. Now, apple pomice is a byproduct...VERY CHEAP, of the apple industry that the company was using to prevent crumbles. The problem with apple pomice is that it contains crushed apple seeds, which contain CYANIDE. That's why if you juice, as I do, you are instructed to never include apple seeds in the juice because the seeds contain cyanide, which is a powerful poison. And, now, my cat's favorite food had a small amount of poison in it. Which would eventually do what to them. My vet bill are high enough so I don't want poison in their food.

So, here the new owners decided to use a VERY cheap filler in their Dry cat food that might put cyanide into your pets. Brilliant! I'm sure it is cost effective for the company.They plan tomato lots of money from it!

But, Chewy wouldn't publish my review of the canned or the dry venison cat food because I included the very important information of the ownership change and the potential problems with the new formula. So, consider this if you ever want to order pet food from Chewy. They will make sure that NO COMPANY has a bad review even if it is a publicly TRUE review. So, they choose companies OVER pets.

Don't do business with them. They do not care that you learn about important changes in the pet food they sell, only that you buy it every month. HARD PASS HERE.

Made an account and placed an order through chewy for the first time. Did autoship and got a great discount, and they offered a discount for me being a first time customer. Great! I thought now I can get all my pet supplies in one place and they will ship my constants regularly. Ummm no... Negative... 4 days later I'm wondering why my order hasn't arrived yet. So I contact chewy. They apologize profusely and explain that there was a fraud protection for my security because the system flagged the account because my parents have an account with chewy as well. All I had to do was verify my information and my card number and all was well. They were so sorry for the inconvenience and non communication that they would offer me a discount for my next order and that this order would ship in the morning. So I of course verified everything and was like wow that was great customer service. They should've sent me an email but no harm no foul it was a system mistake. Ummmm no... Negative Next day I get an email from a person at chewy saying that my order could not be processed because of the promo codes on my order. That my parents had ordered from chewy before and that disqualifies me as being a new customer. My parents have also used autoship before so that disqualifies me from being a first time autoshipment. Lol worst pet store experience of my life. Somebody looked at my account and seen that my parents and my brother had used chewy before (which is who recommended chewy to me) and decided I didn't qualify as a new customer. Oh and they reserve the right to cancel any order at any time without notification or reason. That was made clear. Lol I don't understand why they offered me coupons on my first order that I was going to order without the coupons anyway... to then use multiple different excuses not to fill that order and make my life difficult. I was going to use Chewy before I knew about the coupons because my parents recommended them. Now my whole family is changing to Pet Smart or Tractor Supply because of the discrimination and the care they have towards their customers and our animals. Not to mention the lady who promised a discount for the inconvenience just out right lied for no reason at all. Like what is the world even coming too? - Rant over

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.

Beware Chewy's Pharmacy claims for quick deliveries and their ability to CHANGE your script without notification to either the vet or you….
Chewy does NOT expediate drugs (2-3 days) as they claim. From time that they receive a prescription or validation from the vet, to letting it sit in queue, then to filling it, THEN an additional delay is getting it processed to the FedX area for the "2-3 day shipping", that time period EXCEEDS ANY 2-3 day turn around expectation of the company's claim.
Chewy Pharmacy has the right to, can and WILL CHANGE the amount of drugs that the VET writes in a prescription and has the right to ONLY send you a PORTION of your prescription. To receive the remainder of your script, they will inform you that need to request the remainder as a REFILL! (paying additional shipping costs to receive it)
Do NOT pay for expediate drugs as it takes 5-7 days from the time they receive the prescription to the time that they actually GET it to FedX for the 2-3 day shipping.
MY Experience with Chewy:
This is the time experience and timeline for my SECOND attempt involving a request for to fill a vet approved prescription. This one was the mail in prescription from my vet after a failed attempt on Chewy's part for a "call my vet for approval" order. The medication was DOXYCYCLINE, for my sick dog: (PLEASE READ to be INFORMED):
1. Chewy receives prescription 1/24- DOCUMENTATION in review
2. Chewy decides to do a PARTIAL FILL of the prescription 3 DAYS after the subscription was received (expediated order) --filled by pharmacist on1/27.
3. Chewy Pharmacy decided on their OWN to REDUCED the scripted amount of #46 tablets by 14 tablets! They then split #32 tablets into 2 vials-- #16 in each vial? Only preparing to send me 32 tablets of the 46 prescribed by the vet.
4. Chewy then WAITS an additional TWO MORE days before sending the partially filled prescription out to FedX for shipping on 1/29. -- DOCUMENTATION in review
5. Client (which is me) gets notified that shipment was sent to FedX on 1/29 - DOCUMENTATION in review-- with a "hopeful" delivery of the 2-3 days "expediated shipping" delivery statement" of 1/31-- from Chewy.
6. I call the 24/7 line for Chewy and speak with a Pharm Tech about the reduced prescription amount, the DELAY in the processing of the prescription, as seen on their invoice and WHY it was broken down into 2 separate vials of #16 tablets each; as if it was two SEPARATE prescriptions. I continue to question them as to WHERE were the #14 missing tablets and why were they removed from the #46 requested by the vets script. I further wondered and asked WHY did it JUST leave Chewy's pharmacy for the FedX delivery FIVE DAYS later (on 1/29) for an EXPEDIATED delivery they claim takes 2-3 days--DOCUMENTATION on tracking information from Chewy database shown in review.
7. Pharm Tech had no idea what had happened involving this prescription and the entire way it was handled. They are kind and try to help. They SAW the 14 tablet reduction and said they were placed into a "refill" status. I could request the #14 tablets be sent, as a refill, in another order. (A THIRD vial... made all from ONE prescription) They gave me my additional billed amount due, and said they would wave the shipping costs.due to all the issues with the order. I agreed but they knew I was a very unhappy client.
8. A short time later, I received a call from the Supervisor of the Pharm Techs. She said she was sorry about the mix-up. She informed me it was a "computer glitch". The computer read the script as two vials of 16 tablets. I made a comment and questioned how Chewy now has artificially intelligent computers that will change the data input of an order and how it could randomly decide to divide the order in 2 packaging labels in multiple vials...by itself?) She apologies and doesn't quite understand what happen.
9. I was again informed that the 14 remaining tablets were in "refill" status. She repeats that I can request the refill. I question HOW can it be "refill" when it is part of an ORIGINAL script that was changed by Chewy pharmacy into two separate orders of 16 tablets? She does not know and offers apologies and informs me that Chewy holds the right to send out partially filled scripts. She tells me, though, that they will send out the 14 tablets free of charge. She also says she wishes she could offer the entire order for free, for all the issues, but that she does not have the authority to do so as a Supervisor of Pharm Techs.
She reiterates she will look into why this order changed from the original script and has had such delays and issues.
9. After further requests concerning the delay on a paid expediated order and reason for the script changes, I ask if Chewy can change a vet dosage for a prescription. She says, yes, they can. I also question the computers "ability" to "decide" on all the changes as normal computers only react to data input. They normally do not have the ability to randomly decide to make the changes in such a manner, as the described "glitch". The Supervisor apologies (yet again) and says she will now give me the ENTIRE order for free. She will refund all money for the full prescription of the correct amount of 46 tablets sent to me in three separate orders. (I thought she has said earlier she did not have the authority to do so?) But she gives me the full order for free.
This entire timeline from the start of dealing with Chewy pharmacy on 1/12 which I didn't even go into, (an order request for Chewy to "call the vet" for approval), to the MAIL IN prescription order... was SO stressful and SUCH a CLUSTERED CONFUSED MESS, that I will NEVER deal with Chewy Pharmacy in ordering a VITALLY important drug NEEDED for a sick dog, who needed it ASAP.
They are obviously FAR too inundated and short staffed to deal with HIGH PRIORITY EXPEDIATED orders. They are a HOT MESS! The whole process of trying to get this PRESCRIPTION filled has been quite stressful to say the least.
My dogs are more important to me, than trying to save this buck via the Chewy pharmacy.
MY ADVICE: Get your script and go to a local pharmacy. I know our CVS will fill them. It is STILL costly... MUCH more so than Chewy prices. IF you don't need your script in a hurry (because the whole expediated claim is a hidden falsehood), then sure, order from Chewy Pharmacy and hope you get what the vet prescribes. BUT if you need meds for a sick dog... Let this be your warning.

I am consistently blown away by Chewy's customer service & the service they provide in general. I've been purchasing from Chewy for about six months now, both with autoship orders & individual orders. The website is streamlined & easy to navigate, & carts are so easy to adjust. I can adjust the dates for my autoship order without any fuss, & add items to ship one time with autoshipped orders. I've yet to have an error in my shipments, which is more than I can say for most places I order from.

When one of the items (a dog toy) I ordered left us feeling disappointed, because it didn't last/live up to expectations, I left a review explaining why it didn't work for us, hoping it could help other shoppers. I expect sometimes toys, in particular, just won't work for us & that's just how it goes. What surprised me was an email from Chewy soon after, letting me know they were so sorry it didn't work for us (they put in thoughtful, personal touches, like saying each of my dog's names in the email), & that they were sending a full refund. They reminded that they want to ensure satisfaction for everyone & to feel free to reach out for any issues. I was so surprised, because I really do believe sometimes toys just aren't a great fit, & no one is at fault. But the customer service has really made me feel safe in continuing to purchase, because I trust if there are issues they will help resolve them.

We've also received birthday cards for our dogs, & a surprise of an incredibly beautiful painting of one of my dogs. The little things they do really mean a lot. Even though I know businesses work hard to build these moments to ultimately build brand loyalty, it's rare & feels special when it happens. The personal touches remind me how nice it feels to support a business supporting others. It's a nice change from big box stores.

When I started ordering through Chewy, I was not convinced I'd keep it up. I initially believed it was somewhat of a luxury to order items from sites like Chewy, like you had to expect to pay more for the convenience & service. My experience has been that the prices are the same, or often better, than when I'm shopping at other big, discount stores. The selection is much better, & the reliability of getting the product is ultimately what led me to Chewy in the first place. I was tired of going to the store, only to find they were out of my dogs' food repeatedly. Now it shows up at my door, exactly when Chewy says it will - if not earlier.

I'm truly grateful to have given it a try & I hope sharing this helps others, who may also be wary of spending more for convenience. I spend less, there are some great perks (like chatting with a vet for free if you utilize autoship - which I've done & it was such a great experience), & the customer service is second to none. I've got several happy critters who are also grateful I found Chewy & we aren't looking back now. :)

I am not trying to be rude but the costumer service needs to do a lot better. I placed an order on June 23rd for a prescription nexguard flea medication for my 5 dogs who all weigh the same. For like 2 weeks straight they've been suffering from fleas and they keep biting and scratching on their bodies. It's so bad you can see the the redness on their tails and backs. I usually order the same flea medication from 1-800 pet meds but I decided to try something new after I saw your holiday deals. I am now sure I will never order from here again. After I placed my order on June 23rd I understood that before the order can go through they have to contact my vet and confirm the prescription. It took them all the way to June 29TH to ask me to verify my information even though I had already placed an order from this site before and I had no problems. I called out to y'all and I confirmed my information to a nice lady at around 10:38 pm and she told me my order would be shipped out shortly. The next day I get an email saying that my order has been canceled because I needed to verify my info even though I already verified it. I quickly sent out an email saying that I already verified my information and provided proof of it. Chewy emailed back saying that I was right about me verifying my information and asked me if I wanted to place my order again so I asked them to replace my order. Then the next few days the same email is sent out that my order has been canceled and that I need to verify my info. This has been happening every day since June 29TH and today I Decided to call again and I asked them to place my order again because my dogs are almost at the point where they're bleeding from so much biting and scratching. I ask the lady how much longer the order was gonna take and she told me they haven't even contacted my vet about the prescription. And that they probably won't be able to reach out to the vet until after the holidays. Then she said I'm probably not going to get my order not this week coming up but the next. When this whole time they could have contacted my vet after June 23rd when I originally placed my order. I'm sorry but I can't wait two more weeks for my dogs to get their flea meds when I placed it almost two weeks ago. Im really disappointed with the service and that you guys are extending my dogs suffering.

Chewy is great, if you don't mind dealing with bots. Here is a recent example:

Status: Disconnected
Jamal G.: Hi, my name is Jamal G., how may I help you?
Me: I have orders pending. What do you need to ship? If you can't ship, at least have the decency to say as much so that I can go elsewhere. Your lack of effective communications is not helpful and disappointing.
Jamal G.: I'm so sorry about that. Just a moment please, while I pull up your account.
Jamal G.: It seems the
Semintra Oral Solution for Cats, 10 mg/mL, 35-mL is currently out of stock.
Jamal G.: I'll remove it for you right now so the
Royal Canin Veterinary Diet Renal Support E Canned Cat Food, 5.1-oz, case of 24 can ship out.
Me: Give me a human being instead of a bot.
Jamal G.: I am human lol.
Jamal G.: Sorry no bots today.
Me: lol? That is an insult.
Jamal G.: No it's a sign for being mistaken for a robot it means sorry.
Me: Still sounds like a bot. Can you ship or not?
Jamal G.: I'm not a bot I assure you I am very thrilled the Dallas Cowboys won yesterday.
Jamal G.: I removed the
Semintra Oral Solution for Cats, 10 mg/mL, 35-mL from the order.
Jamal G.: If we have approval on file the Support E will ship in 24-48 hours.
Me Seriously? WTF?
Jamal G.: Then arrive in 1-3 business days.
Jamal G.: I'm sorry what happend?
Me: I don't give a $#*! about the Cowboys or any other sportsballers. When can I get my paid for order? What is wrong with you?
Mei: You must be a bot.
Jamal G.: Sorry I was trying to find a way to let you know I wasn't a robot. It will ship in 24-48 hours is we have the approval on file and arrive in 1-3 business days otherwise we wait for the vet to send it off.
Jamal G.: Is there anything else I can help Oreo out with today?
Me: You just proved you are nothing more than a bot.
Jamal G.: I'm so sorry how?
Me: By being inhuman
Jamal G.: I removed the item from the order that was holding it up as requested?
Jamal G.: The order will ship if we have approval on file if not then we need the vet's approval?
Me: I am going elsewhere. Where there are real people.
Jamal G.: If you give us a call we are here 24/7 to talk with you as well if that helps.
Me: I submitted approval. You are wasting my time. Goodbye.
Jamal G.: I apologize
Jamal G.: I hope you and your furry family have a great night!
Jamal G. Has disconnected.

I placed my order for heartworm prevention for two of my dogs on July 13. They assured me that they would contact my vet for authorization. I immediately notify my vet after placing my Chewy order so that they know to expect a request. After a few days without an update, I call Chewy's customer service for the second time. They tell me that they haven't heard back from my vet. So I call my vet. My vet states that they have not received anything from Chewy, whether it be via email, fax, or call. My vet also firmly states that they only accept calls about authorizations during certain business hours — I prominently relay this information to Chewy. They reassure me yet again that they will have their pharmacy CALL the vet.

It's now July 21, a week since I've placed my order when Chewy sends me an email about my order soon to be canceled due to lack of Rx authorization. I frantically call their customer service as well as my vet to see what the hold up is, especially since my dogs are going unprotected from heartworms due to their delay! The vet verifies that they still haven't received a call. Chewy then changes their story to say that they didn't call my vet. Instead, Chewy sent a request to my vet via an online PORTAL. I specifically stated to them that my vet will only accept phone call authorization requests. Moreover, the request over the Portal is deemed useless as my vet doesn't have access to that since their change in business ownership.

I call Chewy for the countless time and spoke to a rude male customer service representative from Dallas that said to me, "I'm surprised Chewy hadn't canceled your order sooner as this request for authorization has carried on longer than it should have. Your order will be canceled, and that's just what's going to happen since there's no authorization. You can get your vet to call us." Excuse yourself. Not only did I get reassurance from previous representatives that they would make a phone call to request authorization, but also, it is Chewy's/their pharmacy's job to reach out to the clinic/doctor. Not only did they not place phone calls as claimed, but they refused to call the vet after repeated reminders in order to get the authorization. Had I known the process would be a lengthy waste of my time receiving the run around, and that they wouldn't actually do phone call requests for authorizations, then I would have gone somewhere else instead of having my dogs be at risk without protection.

Chewy used to be a great and fun company to do business with. It was a pleasure to spend my hard earned money with them. I used to spend around $150 -$300 per month with them. (Keyword, USED to.) In the last several years, that has changed. They have become one of the worst companies to do business with. In my opinion and experience, their shipping departments are run and staffed by idiots. I only conclude this as so many many times I have requested common sense packing and so many many times received crap as a result of their lack of packing skills, or lack of caring, vindictiveness or who knows what. I am tired of the canned responses, the lack of urgency in that THEY messed up and are taking their own sweet time in getting your replacement order and/or refund to you, Oh NO, they can't get you your replacement order any sooner sorry, OH NO, they can't ship in smaller boxes, it just CAN'T be done. (me eye rolling) Chewy has turned into a CAN'T company and while they do eventually send a replacement order, and refunds, (you best watch your method of payment closely and let them know you are watching) Chewy has turned into a HUGE time waster for me. The "customer service" reps always say, OH we are forwarding this to our "higher ups" so the problem can be resolved. Well, since the shipping problems over the past several years have never been resolved it leads me to believe their "higher-ups" have their heads up their asses. Nothing ever changes. Shipping issues continue to happen. I wonder about all the positive reviews they get. I mean really, I have been a customer for many years and they treat me like crap. I tend to think Chewy churns and burns customers, in that you may, as a new customer get great service, till you don't, then welcome to the Chewy Pewy club. I have to waste huge amounts of my time to get them to do their job in an acceptable manner, which in itself is unacceptable. You would think that the CEO, Sumit Singh,(in charge since March 2018) would address these issues, but then, perhaps, he is too HIGHER UP to bother with us lowly customers who keep holding out hope that Chewy will become the great company they used to be, before they got sold to PetSmart. Chewy has gone from a reliable honest company to an unreliable company and while they do, once in a blue moon, get it right, most of the time anymore, they get it so wrong it is not even funny. My desire is that Chewy get their act together and become the reliable, honest company we all used to love. I am pulling for them but I will admit my patience is close to running out. Pics below are the most recent shipment I receive today that about sent me over the edge after years of putting up with Chewy's incompetence in the shipping area. I had 6 cases of Authority canned cat food and one bag of Purina One dry kibble. I requested they pack it in two smaller boxes and they said they could not do that. (Doesn't make sense.) I requested extra packing and as you can see, not a lick of packing material anywhere. In fact, they used the PRODUCT as packing, (see two flats on their sides) This order was "fullfilled" from their Goodyear, AZ location. I cannot tell you how many times in the last several years, I have had this very problem. Over and over and over. Once in a while the product arrives ok but mostly not. I finally told Chewy, anytime I get an unacceptable order, I will call them every single time for a replacement. Unacceptable as in not something I would place in my cart if shopping in person at PetSmart. I would not buy bashed in cans. Of course, they are sending all my info to the "higher-ups" and refunding my money and sending me out a replacement order that will arrive in 3-5 days. Refund 3-5 days as well. So you say, what are you $#*!ing about then? It's really very simple, tho Chewy makes it so hard... I just want what I ordered, shipped to me in the time frame promised, in good condition. If those conditions were met the first time, then Chewy would have a happy customer, and Chewy would save money by not having to redo orders. Geesh... it isn't rocket science. Just do it right the first time, Chewy. Come on Mr. Singh, bring back the Chewy that we all loved before the buyout. Thanks for listening.