Chewy

Chewy is one of the pet supplies company out there that's reliable, provides good variety and discounts. Great response customer care.

Chewy claims 1-3 days delivery. I am on day 5 and it has not left the warehouse. Why is this happening

Their customer service rocks. Always friendly and willing to make your order right This company is the best!

Service reps are clueless about the company. He put me on eternal hold when I finally asked for a supervisor

No hassle returns. Free Fed Ex pick up at front door. Received email notice of refund two days later.

I ordered a special diet food for my dog in April and the 20$ off promo code was expired within 3 days
Poor customer service

I was ordering all pet supplies on Autoship $200 +/mo. They were shipping all in one box which weighed at least 100 lbs. I asked repeatedly to please ship in two boxes as I could not lift 100 lbs. Did it once, then went back to 1 box. Got tired of calling over and over, so I just empty the box on the porch... real fun in the rain and winter. Also, constantly out of stock on basics, "autoship savings" deal is minuscule, and delivery went from 2 days to whenever. Last straw was when their pharmacist refused to fill a prescription written and confirmed correct by my veterinarian for my ailing / in pain 11 y/o dog, taking over a week without notifying me of any issue, so I called, was told it would ship next day, only to call again and find the pharmacist has decided he knows more than my vet of 35 years experience. His "judgement call" has left my dog suffering, significantly rolled back her progress /well being, and will have to restart this treatment from the beginning (more bucks for me). When I asked his reasoning between the drug my vet prescribed and the one he would fill (which are exactly the same active ingredient) his only reason was one had a preservative and the other not... except the other he was willing to fill costs almost double. The script was written so that the drug would be used before any expiration date would occur. It was complete nonsense. It was pretty clear Chewy cared more about profit than my dog. I canceled all services and went to competitor Pet Flow... same autoship service with a full $10 discount every order, same products but less expensive, same delivery window. Wasn't a tough choice at this point.

Not only is this a super convenient service with great pricing and super speedy delivery, but I LOVE Chewy.com and will be a loyal customer for life because of their incredible customer service.
After having to say Goodbye to my beloved furbaby of 16 yrs in July 2018, I spoke to a representative a few days later about canceling/returning the AutoShip of her food that I had recently received. This lady showed such care and heartfelt sympathy when I needed it most. I was also so surprised and grateful when she told me that rather than returning the surplus of food I had on hand, I could instead donate the last Autoship to a local shelter in memory of my little one with a full refund. I don't know how often they do this as a company, but this was a great help to me financially since my little one required a prescription diet.
Two weeks later, I had a note on the door from a local florist asking that I give them a call. The very next day, I received a very pretty flower arrangement at work, with a very sweet note signed, "Love, Gloria and the Chewy Family." I had no idea who would be sending me flowers, but I certainly never dreamed it would be my friends at Chewy. I was overcome with emotion and gratitude then and even now as I type this review. I've honestly never experienced such kindness and generosity from a company. Especially from one so large.
Chewy.com is a wonderful company who obviously employs some pretty amazing people. Although I sent them a letter of gratitude then, I can't say it enough; Thank you, Chewy for the personalized service you provide your customers. I can't say enough great things about my experiences with them as a loyal customer, especially during such a difficult time.

In Summary: They're amazing!

Update: I've recently adopted another furry friend and Chewy continues to meet all needs and exceeds any expectations.

My previous orders I had no problems up until this one and this one is a big one for three and today being four days my package was saying that I am rescheduling it and I'm not so the first day they credit back $15 for inconvenienced and assure me it'll be there the next the next day we were just asked to wait one more day which I did I really wanted my package third day I was credited back all the money and told that my package should be there by 9 AM fourth day my package was requested from Chewie to be sent back to them after sitting in Braselton for four days i'm not going to get it it's going to take days for the money to come back because it's on a weekend and my pets are sitting with no food and the lady on the phone or gentleman to be honest I couldn't tell you who or what any more was just OK with us I am formed them and I'm going to inform this and going to inform anything else that I can get on that I will never ever suggest or use chewy again because this is ridiculous! We are in the middle of a pandemic I do not like taking my three children out and now I'm going to have to to get cat and ferret food because chewy thought it was OK to lie to me and say that it would be here today. And just so we're correct my options were to get a second package sent out or get my return and I said no the return is fine the package will show up.

CHEWEY.COM IS NOT A SECURE WEBSITE! THEIVES HACKED INTO MY ACCOUNT AND STOLE MY INFORMATION TO SHIP OVER $300 IN GOODS USING MY PAYMENT METHOD ATTACHED TO THE ACCOUNT! NEVER USE CHEWEY

SAVE YOURSELF THE GRIEF AND BUY FROM A REPUTABLE BRICK AND MORTER DEALER. PAY THE EXTRA PRICE.
NOTHING BUT RED TAPE AND PRICE CHANGES WITH EVERY CLICK.

I ordered cat food from Pet Food Direct for my kitty that was having trouble with throwing up his food. Friends told me to try grain free food.
I ordered the food from Pet Food Direct. In the mean time I had to take my cat to the vet for a check up. He wasn't throwing up any more but doctor wanted to see him. It was then my vet said that he would need a different kind of food (prescription) for the rest of his life. Therefore, I wouldn't be able to use the food that was ordered from Pet Food Direct which was on it's way to my house.
When it came I knew to call right away which I did. They told me I WOULD HAVE TO PAY FOR THE RETURN SHIPPING WHICH WAS $35.00. The cat food cost me less at $33.00. Anyway, I read their policies and saw they did offer return policy if not happy. However, one must pay their own shipping return if they are not satisfied. They only pay shipping back to them if they made a mistake. The people working at the company couldn't care less about keeping customers. I even called and spoke to a supervisor about it. She could care less.
Now, I JUST CALLED CHEWY.COM (after my friend told me about it)... to see what their policy was. They told me that they WOULD NOT HAVE CHARGED ME FOR ANY TYPE OF RETURN. THEY WOULD PAY FOR THE RETURN AS WELL!
So I am donating the food to the Humane Society near us and say…. BYE, BYE PET FOOD DIRECT…… HELLO CHEWY.COM! All of you out there needs to do it as well. BTW…… the same food was even $7 cheaper if I had got it at chewy in the first place, STUPID ME!

If it weren't for the pharmacy, I would probably give chewy 4 or even 5 stars, but I have had some bad problems with their pharmacy on more than one occasion - long delays and what seems like some sort of breakdown of communication between the rest of chewy and the pharmacy. The pharmacy is so bad that it brought the rating right down.

My most recent problem with them was ordering some eye ointment for my dog's eye area skin infection.It was a bit more than half as much as it cost at the vet's, and the tube I had was almost empty. I ordered it on 29 August and didn't receive it uǹtil 17 September. In between, I followed up with them 3 times, and all that was ever done was to tell me they'd get the pharmacy to send another fax to the vet, except for that in the beginning they hadn't even done anything at all before I contacted them because they said they didn't have a fax number. There was nothing stopping them getting a fax number or ringing them up. I got the fax number for them, but still nothing happened. They claimed they sent faxes and never heard back. During that time, I was also in touch with the vet who said she never got any faxes. Finally, a lady in the vet's office rang chewy and gave them all the information they needed so hopefully this won't happen again.

In the meantime, I ran out of the eye ointment. Fortunately, my dog's eye was a lot better by then, otherwise they would have just left him to suffer all of that time. They kept leading me to believe that it would be taken care of within another day or two every time I talked to them, stringing me along all of that time thinking that getting the ointment was imminent when it wasn't.

This review concerns ONLY Chewy's pharmacy + vet diet departments and how Chewy's regular customer service interacts with these 2 prescription-required departments. I have been happy with purchases like toys and treats which do not require FDA approval.

This is a listing of the problems I have encountered with Chewy.com within the past month:
1) Being told I had a prescription from September 2016 for a pet food from a specific vet. Unfortunately, this vet did not begin work at the clinic on file for another 2 years. Was told an employee, while multi tasking, confused scripts from different clients. To be clear, this means that I or another customer could have bought/received medication NOT approved by a veterinarian.
2) On my vet profile, having my dog's name as my vet's name, having vets' names who I do not recognize as ever treating my pets, and flip flopping first and last names for my vet.
3) Within a 6 hour time period, being told that a Palladia, a chemotherapy drug was
A) Temporarily Out of stock
B) Was delivered but would take 1-2 business days to enter the system
C) Availability unknown as it depends on when manufacturer ships
D) Inventory shows 99 Million Tablets available. ( Yes, 99 MILLION)
Something is wrong where Chewy customer service/Vet Diet Foods. Pharmacy seem not to be coordinating with each other. Also, on both the normal and supervisory level, employees seem to be unwilling or unable to use common sense that an inventory of 99 Million tablets for an expensive chemotherapy drug should be a red flag.
I have tried to contact corporate to no avail. However, communicating through Facebook led to an immediate response.