Chewy

Our dog food went up $20 per 42lb bag over 4 months. I'll be switching back to my original supplier.

I've been a long time customer and my last order was messed up and the customer service I received was unacceptable starting at the bottom and going to the CEO Ryan Cohen. My order was shipped twice and I was trying to get them to reverse the order. Caralina was just RUDE (online chat) and then escalated my problem to Gina who left me a voice mail that she really enjoyed chatting with me. Really? Never spoke to her. Then I talked to a Jimmy (higher level manager) who I requested he send me that tracking info as I was out of town and wanted to have a friend pick up the package. Jimmy agreed to do this and also agreed to follow up later that afternoon on if he was able to get the package stopped. That was last Friday. It is now Wednesday and I'm still waiting for that info and call from Jimmy. He was also suppose to let his supervisor Kelly Derkin know to call me back first thing on Monday morning. When I did not receive a call from Kelly I called her back on Monday afternoon. She told me she thought the problem had been solved so she never called me back. She then ask me how Chewy could keep me as a customer. I requested to speak with Ryan Cohen the CEO. She told me she could see what she could do and call me back. She did call me back and told me that Ryan would personally give me a call at 10:30 a.m. this morning. When my phone rang right at 10:30 I was delighted. However, Ryan chose not to call me but had a man named Scott call me on his behalf. Apparently Ryan does not keep commitment as I rearranged my schedule to be there for his call. Apparently Ryan does not care if I am a customer or not so a few minutes ago, via Scott (the stand in Ryan) I severed my account and would advise you not doing business with this company. Scott made the appropiate excuses for Ryan such as he was visiting warehouses; however he really had no answer when I suggested Ryan probably had a cell phone he could have easily called me from AND he also has access to my email. Ryan, Mr. CEO, does not care about his customers!

I had been an auto-ship customer of Chewy, since 2010, and I canceled in 2022. My average monthly purchase 250-300 per month.
The problem is with their shipping (FedEx) and their preparation of my order. They would pack a box of Milk Bones with a 40lb bag of cat litter and the results, a smashed box of Milk Bones. Dented cans, out of an order of 24 cans, 6 went in the trash, as I would not have eaten the human product and would not serve it to my pet.
Three times my package was delivered to the same neighbor down the street. I had to get in my car and go pick it up, as I had 2-40lb bags of cat litter. On one of the mis-delivered boxes, my neighbor was on vacation, so the box sat on here porch for a week. Chewy did reship, however not before I had to make a run to the store.
Chewy did make it right, but I am not one of these people who wants something free, I want what I buy, delivered as promised. I will say their customer service is TOP Knotch, however they can not correct the monthly problems. Many times I did not complain, as I figured, the last time they did this or that. I guess I should have complained, so they could fix the problem, rather than complain on here.
I was sad to end my 12 year relationship with Chewy, but the monthly frustration was not worth it.
You would think, that Chewy would say, "what happened to this regular customer of 12 years", but NO. I know to them 250-300 a month is a mere pet-ence. (pittance), had to use a little Chewy humor.
I do hope they fix their problems and I do miss my peanutbutter boxes, even though they don't miss me. I did at least get their Xmas card.
The other night I ordered my cats allergy Med. No details on order, was it being prepared to ship? Where is it? I canceled the order and ordered from another site, it'll be here tomorrow with one day shipping.

My cat requires Royal Canin Veterinary Diet Hydrolyzed Protein HP Dry Cat Food, and that food requires a prescription from a veterinarian. For about 6 months or so I ordered this food from Chewy, sending them a copy of the prescription. The last time I tried to order, starting in December 2019, they told me that the prescription had expired, they would call the vet and renew it. No contact for two weeks. I call back, they say the vet does not respond to their requests. I call the vet, they say they have sent the prescription renewal back to Chewy, ON THE FORM THAT CHEWY FAXED TO THEM. Still no shipment. I get a copy of the form with the vet signature and call Chewy, telling them that the form is so faded out its hard to read. No problem Chewy says, send it to us. I fax and email them 3 copies of the form. I get an email response that the order is filled. Then and email response that the order is canceled due to no prescription. Then another email that the order is filled, then another email that the order is canceled, because they cannot read the form THAT THEY ORIGINALLY SENT TO THE VET. I was also told by supervisor Morgan that it would take another 3 hours to check any further emails and faxes because they had received "100,000" email and faxes on the morning of Thursday, January 2.
I canceled my order and made sure that my email, credit card info, phone number, etc, was deleted from Chewy's customer list. Upshot: Don't do business with Chewy unless you like to play games.

So I ordered some food for my dog on chewy. After a couple of days I checked on the order since it hadn't arrived
I line in the Pacific Northwest and chewy ships out of Kansas
Wanna guess where my order went?
Florida… yep apparently if you want to get product from Kansas to the Pacific Northwest the route now includes a trip to Florida
Contacted chewy cuz I couldn't believe they shipped my order 3,000 miles in the wrong direction
Their customer service SUCKS massive
All that they could say is weather delay is the reason my order has not arrived
Nobody there would take responsibility for the fact that they sent the order to the east coast instead of the Pacific Northwest
All they kept saying over and over was delay is weather related do they won't do anything for me
No replacement order no trying to help
Just weather delay … apparently chewy has hired airline customer service people so they can blame their incompetency on weather
Well I canceled my order and never ordering from them again
I started out just concerned about my order but their unbelievably awful customer service made me so angry I will never do business with them again
I am sure my order is probably on its way to Canada before going to Mexico…. Seems to be how chewy ships their orders these days

I have placed LITERALLY around 100 (or more) orders with Chewy throught the past five years or so. Back in the day, people had ever heard of them, so I bragged about them to friends and acquaintances, thus creating new happy customers for Chewy. (I'd really like a "thank you for recruting customers" coupon code or recognition as being their "number one fan and customer" in the form of a discount)!

Chewy customer service is great; you can chat online or speak on the phone with a rep at any time of day. Also, their prices on certain items truly rival, compete with, or beat the prices I see in my local pet supply stores for the same items.

Chewy has a HUGE selection anything you need for your animals - from food, to treats, to supplements to toys, to beds, crates or scratching posts. They carry so many brands - even some that are difficult to find in stores or with other online vendors. Most of all, the shipping is VERY fast. (Shipping is free is you spend $49 dollars, which I always do). I receive my Chewy orders in two days and sometimes even in one day!

Chewy is a small business thus far, so they haven't gotten caught up in the craziness that happens when a company gets too big and corporate. Chewy CSRs are helplful and polite. It's nice to talk to or email a real pet lover like myself. Everyone I've spoken to there (to help me cancel an order or add to an order, etc.) has mentioned their own pets, too. It's important to hire employs who "walk the walk", not just talk the talk.

I'm seeing a lot of Chewy TV ads nowadays. I'm hoping that as they contintue to grow and get more satisfied repeat customers like me, they don't lose the things about them that make them special. I appreciate the indivitual attention I receive from Chewy. I have no complaints and I cannot image anyone having a bad experience with Chewy.

CHEWY-
So I started using these guys for Pet products about a month ago. My order are usually around $120-$150 in size.
The first order arrived in a condition that:
Looked like someones returns that were opened(flea meds and some other things... Called the company and asked for a supervisor, waited on hold for the obligatory 45 minutes, finally a supervisor got on and fixed the problem by re-sending the materials that were messed up.
2nd order- I cancelled it later in the day, but they shipped any. No big deal I just donated to a local shelter.
3rd(and final order). Ordered it online 2 days ago. Got the order confirm, today, 2 days later, no ship notice. Called and spoke with customer care- hmm not sure, it has not been boxed yet. WHAT? I needed that like yesterday. Asked for supervisor, waited on hold for another 40 min. D Robinson, supervisor gets on and tells me, oh so sorry I will check and get back to you. I told her I needed to hear from her today else I will cancel the order and find another company. 4Hours later... waiting... waiting... guess what? NO CALL. NOTHING.
Called again, spoke to a care person, asked for a supervisor, waited on hold AGAIN for 42 minutes, finally he gets on and tells me the order is being processed. WHAT? What about notifying the customer like they said they would. The previous supervisor said she would absolutely call me back no matter what. Just like they don't give a $hit. I told this supervisor about our exchange and his excuse,"well maybe she got busy with another customer"... SERIOUSLY? What crap.
He asked what he could do to fix the situation since I now have to wait another 3 days for my order to arrive. I told him expedite the shipment! Well... we can't do that because it is in process... BS.
OK... Well guess what 3x strikes and YOU'RE OUT!
I AM DONE WITH THEIR EXCUSES... WAIT TIMES ON HOLD AND THE BS SHIPMENT EXCUSES.
If I were you I would find another supplier. These guys are going to end up like PETS. COM(DOA).

My mom can always find what I need from medications to treats and food
THANKS for the birthday card,
Love, TINK

I overnighted a prescription to Chewy after not being able to get it because of Hurricane Ian which my dog needs due to arthritis, congestive heart failure, and atypical Cushings disease. Since the med is a prescription, I have to wait for a week prior to the end of the prescription to get the written script from my vet. So, when they were back, I picked up the script and paid almost $60, on 10/3 to overnight to Chewy. They received it the next morning and called me to confirm they received it and would be shipping it out immediately. I should have gotten it this Saturday 10/8. During the call on Tuesday morning 10/4, I specifically asked if they could overnight it and I would pay for it. They, of course told me no and the only option was ground but assured me it would be here by 10/8. On 10/8, I received an Email that it would not be here until 10/10 but when I called FedEx, they said it would not be here until 10/13. I called Chewy to see what they can do to help as I was a direct hit with the hurricane and my dog needed his meds or it could kill him. It is stuck in Ellenwood GA where the hurricane hit after leaving Florida. Neither FedEx nor Chewy put a plan in place for this natural disaster. They just shipped to a place that is experiencing flooding and when I pleaded with them to help me, they would not do anything. I have been a patron of Chewy for over 6 years and purchase over $1000 in food for my animals, meds, toys, etc. They took my money when things were good but when a natural disaster hit, they failed miserably. If you have an animal that has health issues that you have to have medication for, I highly suggest you go elsewhere rather than risk your pet's life. Chewy has done a horrible injustice to the people of Florida during this natural disaster and would not even think outside of the box to help me or other pet parents in Florida, knowing we would have paid any amount of money to get our babies' meds. They took the easier way and decided to not help us get our pets' medicine. It is shameful and I have canceled all autoships as well as canceled my account. I WILL NEVER USE CHEWY AGAIN!