Chewy

I have been told that complaints are handled by Customer Reps, Supervisors and Managers-you cannot email a complaint to anyone-they take the info over the phone and you may get a call from a Supervisor but that is the extent. Basically, Headquarters does not want to be bothered by the concerns of the customers-they only are concerned with the big picture.

My simple concerns:
1. Chewy’s phone system is a dinosaur and outdated
2. The packing of the canned food is horrible
damaged cans
gravy from damaged cans all in the boxes
actual maggots in my boxes from the damaged cans
They will give you credit for the damage cans but then you have to shop for
the replacements which can be a nightmare
3. Their Tracking System is not synched with Fed Ex

The Officers need to come down to our level and listen to the customers-I started auto ship when COVID hit and I have a $400.00 order every month. Do not want special attention but would like to be heard and treated with respect instead of my concerns being put in “File 13”.

Joan

I have been a happy customer of Chewy for many years until now.. I support 3 dogs and 2 cats that reside in 3 different addresses. The dogs eat prescription food. One of the dogs lives and travels with me between Florida and TN. I have been using Chewy's autoship for 3+ years for all my pet's needs, shipping to different addresses without a problem. I spend thousands of dollars a year.. Now Chewy has begun blocking the orders and expecting me to call and review my identity every time an autoship comes up. I was told by a rep this morning that if i cancel the autoships and placed the orders when needed the problems will go away. I did that and Chewy just blocked the 3 orders I placed this morning. No one seems to have a solution. This is unacceptable and unnecessary since my orders are placed AFTER I signed in to my account

chewy@paws.chewy.com so I placed an order with Chewy just to try and give them a chance to show me they had worked out previous kinks and on the 01/01 2024 they debited my account for $205.60 and my bank confirmed it so not only did they get my money its tied up now for an investigation and that leaves me in a spot I'm having to spend my rent money to now feed my babies I'm truly just in tears over this I've never been late with my rent in 6 years

I have reviewed several of my orders at Chewy, I buy from them frequently, and see a variation of sales tax charged from 4-5% up to 10%. On one recent order in particular, Fed X lost it, so a replacement order was put in. Both orders had the same items, same pricing. The first order that was lost had a sales tax of around $8. The replacement order had a sales tax of around $16. I called and have emailed asking someone contact me. They said via email reply they forwarded my issue on then when I sent a follow up email they replied pricing changes due to market value...that has nothing to do with my Missouri sales tax rate. I replied, but have not heard back.

I've been using Chewy for my pet products for about a month now and I have to say, I'm not impressed. My orders are usually around $120-$150 in size, but the first order I received looked like someone's returns that were opened. There were flea meds and some other things that were messed up. I called the company and asked for a supervisor, but had to wait on hold for 45 minutes before finally getting through. The supervisor fixed the problem by re-sending the materials that were messed up.

The second order I cancelled later in the day, but they shipped it anyway. No big deal, I just donated it to a local shelter. But the third and final order was a real headache. I ordered it online 2 days ago and got the order confirmation, but today, 2 days later, I still hadn't received a ship notice. I called and spoke with customer care, but they weren't sure what was going on. They told me it hadn't been boxed yet. What? I needed that like yesterday. I asked for a supervisor and waited on hold for another 40 minutes. When D Robinson, the supervisor, finally got on the line, she told me she would check and get back to me. I told her I needed to hear from her today or I would cancel the order and find another company. But 4 hours later, I still hadn't heard anything.

I called again and asked for a supervisor, but had to wait on hold AGAIN for 42 minutes. When he finally got on the line, he told me the order was being processed. What about notifying the customer like they said they would? The previous supervisor said she would absolutely call me back no matter what, but it was like they didn't give a [censored]. I told this supervisor about our exchange and his excuse was, "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 to expedite the shipment, but he said they couldn't do that because it was already in process. BS. Okay, well guess what? Three 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).

I've been shopping at Chewy for a while now, but my last order was a complete disaster. I had to deal with their customer service, and it was a nightmare from start to finish. I was trying to get them to reverse my order, but it was shipped twice. I had to talk to Caralina, who was just plain rude. She escalated my problem to Gina, who left me a voicemail saying she enjoyed chatting with me. I never even spoke to her! I finally talked to Jimmy, a higher-level manager, and he agreed to send me the tracking info. He also promised to follow up later that afternoon to see if he could stop the package. That was last Friday, and I still haven't heard from him. He was supposed to let his supervisor, Kelly Derkin, know to call me back first thing on Monday morning. When I called her, she said she thought the problem had been solved, so she never called me back. She then asked me how Chewy could keep me as a customer. I requested to speak with Ryan Cohen, the CEO. She said she would see what she could do and call me back. She did call me back, but Ryan didn't call me. Instead, a man named Scott called me on his behalf. Apparently, Ryan doesn't keep his commitments, as I rearranged my schedule to be there for his call. I was disappointed that Ryan didn't care about me as a customer, so I decided to sever my account. I wouldn't recommend doing business with this company. Scott made excuses for Ryan, saying he was visiting warehouses, but I suggested that he could have easily called me from his cell phone or emailed me. Ryan, the CEO, doesn't care about his customers!

Been a Chewy customer for years and always been happy with them. But now they're using OnTrac to ship my orders and it's taking forever. Used to get my orders the next day, but now it's been 10 days and the package only traveled 357 miles. First customer service was good, they refunded part of my order and said they'd use a different carrier in the future. Second experience was okay, they sent a replacement order for free and said it would be shipped with Fed Ex, but it was still OnTrac. Third experience was bad, I asked for a refund for my first order and was told they can't guarantee which shipper is used. They said OnTrac is owned by Fed Ex, which isn't true, and that Fed Ex is experiencing delays, which I don't know if it's true or not. My first order never arrived and the replacement order is going to be 4 days late. Now I have to find prescription pet food for my cat locally.

I recently had an experience with Chewy that left me feeling disappointed and frustrated. My dog has several health issues, including arthritis, congestive heart failure, and atypical Cushings disease, which require him to take prescription medication. Unfortunately, due to Hurricane Ian, I was unable to get the medication from my vet and had to wait for a week before I could get the written prescription. Once I had the prescription, I paid almost $60 to overnight it to Chewy on October 3rd. They received it the next morning and called me to confirm they had received it and would be shipping it out immediately. I was told that I should receive it by October 8th.

However, on October 8th, I received an email from Chewy stating that the medication would not arrive until October 10th. When I called FedEx to inquire about the delay, they informed me that it would not arrive until October 13th. This was concerning to me, as my dog needed his medication to survive and it was stuck in Ellenwood GA, an area that had been hit hard by the hurricane.

I reached out to Chewy to see if they could help me in any way, but they were unresponsive and unwilling to assist me. I was disappointed that they did not have a plan in place for natural disasters like this and that they were not willing to think outside of the box to help me and other pet parents in Florida. As a longtime customer of Chewy, I was shocked and saddened by their lack of empathy and willingness to help.

In the end, I canceled all of my autoships and closed my account with Chewy. I cannot recommend them to anyone who has a pet with health issues that require medication. It is important to have a company that is willing to go above and beyond to help their customers, especially during times of crisis. Chewy failed to do this, and I will never use their services again.

I gotta say, I run a business and I'm all about making my life easier. I mean, who isn't, right? So when I found out about Chewy, I was stoked. I could order my mom's cat's special food online and have it delivered right to her door. No more driving to the vet and wasting time I could be spending on my business. Plus, it was cheaper than buying it at the vet. And the best part? I could put it on AUTOSHIP! That's right, I wouldn't even have to think about it. It would just show up at my mom's house when she needed it.

But let me tell you, it hasn't been all sunshine and rainbows. I had to get a script for the food, which was a pain, but I did it. And I sent it in when I set up the order. But it's been months and nothing has shipped. I've gotten email after email from Chewy asking for the script, even though I've already sent it in twice. And then they tell me they have it and they'll ship it, but then they don't. It's like, what the heck, Chewy?

And now they're telling me I have to send in a new script every time they ship the food. Are you kidding me? That's ridiculous. I did autoship so I wouldn't have to think about it. And now I have to remember to send in the same script every month? No thanks.

I'm so frustrated with Chewy that I'm just going to cancel the whole thing. I'd rather drive the extra 25 minutes to the vet than deal with this nonsense. And don't even get me started on the fact that there's no "script refill deal." The cat needs the food when he needs it. It's not like we can wait around for Chewy to get their act together.

Overall, I'm really disappointed in Chewy. I thought they were going to make my life easier, but instead they've just caused me more stress. I won't be using their service again.

I've been a Chewy customer for years and I used to love their customer service. They always gave me great advice on what to buy for my pets and their packages always arrived on time. But lately, things have gone downhill. Packages are always late and I often receive notices that my items have been damaged en route. This is a huge inconvenience and Chewy should take the initiative to send a replacement order without me having to call them. And when I do call, I'm on hold for what seems like forever until someone who clearly doesn't want to be doing customer service finally answers.

Chewy recently opened an online pet pharmacy which sounded great, but my experience with it was a disaster. They lost my paper prescription that I had to send them by snail mail, at my own expense, and then claimed my vet refused to approve two prescriptions. When I contacted my vet, they were shocked and said Chewy never reached out to them. I forwarded the email from my vet to Chewy, but they said there was nothing they could do. I asked to speak to a manager and a woman named Veronica or Victoria came on the line and demanded that I submit to being recorded. When I said I would also record the call, she hung up on me.

It's frustrating that Chewy used to have great customer service, but now it seems like they don't care about their customers anymore. I can get everything I need from other providers or my local pet supply store, so there's no reason to use Chewy anymore.

Chewy is a pretty good website, but sometimes you gotta deal with bots. I had an experience with one of them recently and it wasn't the best. I was trying to figure out what was going on with my orders and the bot, Jamal G., was trying to help me out. But it was pretty obvious that it was a bot because it kept giving me canned responses.

I was getting pretty frustrated because I just wanted to know when my stuff was going to ship. I mean, I paid for it already, you know? But Jamal G. kept telling me that they were out of stock of one of the items I ordered, so they couldn't ship it yet. I was like, "Okay, can you ship the other stuff then?" And Jamal G. was like, "Yeah, if we have approval on file it'll ship in 24-48 hours and arrive in 1-3 business days." I was like, "Seriously? WTF?" because it was just repeating itself.

Then Jamal G. started talking about the Dallas Cowboys winning and I was like, "I don't give a $#*! about sportsballers, can you just tell me when my stuff is going to ship?" And Jamal G. was like, "I'm not a bot, I swear!" But it was still giving me the same canned responses. I was getting pretty fed up and told Jamal G. that I was going to go somewhere else where there were real people.

Jamal G. told me that I could call them if I needed to talk to a real person, but I was just done with it. I submitted my approval and left. Overall, Chewy is a good website, but dealing with bots can be frustrating.

I gotta say, I'm not trying to be mean or anything, but the customer service at Chewy needs some serious work. I mean, I ordered some prescription flea medication for my five dogs on June 23rd, and it's been like two whole weeks now and they're still suffering from fleas. They're biting and scratching themselves like crazy, and you can see the redness on their tails and backs. It's just not right, you know? I usually get my flea meds from 1-800 pet meds, but I saw some holiday deals on Chewy and thought I'd give it a try. Big mistake.

So, I placed my order on June 23rd, and I knew they had to contact my vet to confirm the prescription before they could ship it out. But it took them until June 29th to ask me to verify my information, even though I'd ordered from them before with no problems. I called them up and gave them my info, and they said my order would be shipped out soon. But the next day, I got an email saying my order had been canceled because I needed to verify my info. Even though I already had! I sent them proof and asked them to replace my order, but then I kept getting emails saying it had been canceled and I needed to verify my info. Every day since June 29th!

Finally, I called them up again and asked them to place my order again, because my poor dogs are almost bleeding from all the biting and scratching. And you know what they told me? They haven't even contacted my vet yet! And they probably won't be able to until after the holidays. So I'm not gonna get my order until the week after next. That's almost a whole month since I placed my order! I'm sorry, but that's just not acceptable. My dogs are suffering, and Chewy is just making it worse.

I'm really disappointed with the service I've gotten from Chewy. I mean, I get that they're busy and all, but this is just ridiculous. They could have contacted my vet weeks ago, but they didn't. And now my dogs are paying the price. I don't think I'll be ordering from Chewy again anytime soon.

So, my little fur baby was diagnosed with a heart condition and the vet said she would need to be on medication for the rest of her life. I was worried about how I would manage to get her medication every month, so I decided to try Chewy. I thought it would be a great idea to have her medicine auto shipped each month so I could feel at ease that she would have it.

However, from the beginning, I had issues with Chewy and my vet communicating for the prescription approval. My vet said they never sent an approval request, but Chewy said they did. Meanwhile, my fur baby was waiting and in need of her medication. This led me to just going to my vet and getting a few pills until they got things straightened out.

After that ordeal, I finally had things going and my order was coming in each month. Until a few occasions where I would not get my prescription on time, so I'd have to yet again go to my vet and get a few pills to hold my dog over. Then it would get back on track and shipments would come on time.

Now, as soon as I get comfortable and get to feeling a bit secure about my dog's medicine coming consecutively, I get a shipment with just one of her medications in the package! No warning, no explanation, no email, nada. So I called to see what was the issue now. I was told by one person that they made a mistake and she would have the other medication expedited. Two days later I checked and the medication was "pending shipment". I called again and was told that it was noted that the meds were back-ordered "again I was not aware" however that was a crock because the first person I talked to said it was in back order so she didn't understand why both prescriptions weren't shipped together. THEN I was told by this person that it wouldn't get to me until Tuesday, which meant my dog wouldn't have this pill for 6 days! NOT ACCEPTABLE! So what do I have to do AGAIN? Yup, go to my vet and pay yet again for a few pills to hold her over until the shipment comes in.

I'm really sick of these people with no regards for pets that rely on their medicine for their livelihood! It's like they don't care or understand the seriousness of it all. My fur baby has a heart condition, hello, that's pretty serious. Needless to say, I'm over this Chewy company and will be finding someone a lot more dependable and a lot less stressful for my little family. This is most definitely my last shipment. They have totally lost my business, and I would never recommend them to anyone I come in contact with.

I gotta say, I had a pretty rough experience with Chewy. I ordered some heartworm prevention for my two dogs on July 13th, and they said they'd contact my vet for authorization. I even called my vet to let them know to expect a request. But after a few days with no update, I called Chewy's customer service and they said they hadn't heard back from my vet. So I called my vet again and they said they hadn't received anything from Chewy. I told Chewy that my vet only accepts phone calls for authorizations during certain business hours, but they reassured me that they'd have their pharmacy call the vet.

Fast forward to July 21st, a whole week later, and I get an email from Chewy saying my order is about to be canceled because they haven't received authorization. I called Chewy and my vet to see what was going on, and my vet confirmed that they still hadn't received a call. But then Chewy changed their story and said they sent a request through an online portal, even though I specifically told them my vet only accepts phone calls. And to make matters worse, the request was useless because my vet doesn't have access to the portal anymore.

I called Chewy again and spoke to a really rude guy from Dallas who said my order was going to be canceled because they hadn't received authorization. But that's not my fault! They said they'd make a phone call and they didn't. And it's their job to reach out to the clinic or doctor, not mine. If I had known it was going to be such a hassle and that they wouldn't actually make phone calls, I would have gone somewhere else. My dogs are at risk without protection because of their incompetence.

Not only did our package arrive late, the box was an absolute mess. The delivery driver is lucky I was not home at the time as the package would have been rejected. You really need to ditch whoever you use for shipping. This is not the first time we have run into this with chewy deliveries. If this happens again I am cancelling our subscription all together.