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1.1 140 Reviews

Chewy Complaints Summary

0 Resolved
130 Unresolved
Our verdict: Engaging with Chewy at a 0% resolution rate requires careful navigation. Deep-dive into detailed customer experiences to uncover systemic issues. Critically assess their service descriptions against actual user feedback. When interacting, document every detail, as comprehensive records are vital in such scenarios. Exploring alternatives and understanding your consumer rights are crucial steps. If necessary, be prepared to seek external advice or intervention. In challenging service landscapes, informed decision-making and proactive steps are essential for protecting your interests.
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Chewy reviews & complaints 140

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Chewy Nightmare Customer Service Experience with Chewy: CEO Ryan Cohen Doesn't Care About Customers

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!

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Chewy Disappointed with Chewy's Use of OnTrac for Shipping - Delays and Inconsistencies

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.

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Chewy Chewy's Lack of Empathy and Assistance During Hurricane Leaves Pet Owner Disappointed and Frustrated

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.

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Chewy Chewy Autoship Review: Great Idea, Terrible Execution

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.

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Chewy Disappointing Customer Service Experience with Chewy: Late Packages, Damaged Items, and Lost Prescriptions

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.

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Chewy Dealing with Bots on Chewy: My Frustrating Experience with Jamal G

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.

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Chewy Poor Customer Service and Delayed Shipping from Chewy: A Disappointing Experience

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.

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Chewy Chewy's Prescription Service is Unreliable and Stressful - Not Recommended

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.

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Chewy Chewy's Incompetence Put My Dogs at Risk - Terrible Experience with Heartworm Prevention Order

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.

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6:33 pm EDT

Chewy Delivery is trash

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.

Desired outcome: Money back

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7:51 am EDT
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Chewy Relationship with Marshall and PetSmart

Bioresources operates massive facilities that are among the world’s largest breeders of dogs, cats, ferrets, pigs, and other animals for sale to laboratories.

The multinational conglomerate also owns Marshall Pet Products, which makes toys and other merchandise sold by Petco, PetSmart, and Chewy. Petco also sells live ferrets obtained from Marshall.

At Marshall, animals are confined to barren, windowless buildings. The company has been cited for housing dogs and ferrets inside filthy, decrepit wire cages in buildings teeming with mice and flies and for failing to provide animals with adequate veterinary care.

I urge Chewy to reconsider it's relationship with Marshall

Companies that claim to care about the well-being of animals shouldn’t have dealings with or support the merciless, fatal animal experimentation industry!

Desired outcome: End relationship with Marshall

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10:52 am EDT

Chewy Slow delivery and cancellation of account

I made a first-time order with Chewy May 5th and got that order fairly quickly. So, I decided to start an auto ship May 11th for dog food and goldfish food. Now when I placed the order, I was not thinking about needing to verify any information as far as what card did, I use or what address was my order delivering to because they had all that information for the first order. I was getting concerned after 3 days so I called to get the status of the order on May 13th. I was told they did not ship because I didn't verify information that I thought was very unnecessary because they already had this info. I asked the question of why and I didn't get a answer that made sense. So informed that she was get with the shipping department to get this shipped. The order didn't ship until May 15th. Then I received an email saying that there was a delay with the order, and I was like whatever. I waited this long; I can wait longer. (Yeah right). As of today, which is May 18th I have received 5 out of 6 items. Still waiting on the last item that keeps delaying. So, I sent a message letting them know how unprofessional this was and that I would be cancelling any other auto ship and cancelling my account. ME cancelling not them. I get an email stating that they have cancelled remaining auto ship orders and my account. Now mind you the only way I can track my last items is through the website. Can't track the item because customer service rep cancelled the account. Now I need to call someone because I need to verify that the account was mine, but I didn't need to verify when CSR took it upon himself to cancel the account.

Desired outcome: Nothing. Once I get last item I will use another company that auto ships.

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12:29 pm EDT

Chewy My order from Chewy

I placed an order online last month 3/23 i got an email that the order was delivered at my front door when i got home from my business with my husband no order was their we looked around the home too when i contact chewy by chat line the chat agent told me that someone from credit dept will contact me within days and didnt offer me a new order , days past and no one contacted me back ,so i went to my credit card co to charge the order back and still to this day no one from chewy.com ever contacted me back! Mrs D. Demalley

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6:07 pm EDT

Chewy They cannot fix my account

I cannot log into my account. Spoke with a guy from IT om March 13 2023 who said he would fix it and call me back the next day. Never heard from him. Called om March 15, 2023 . The lady sent me a link to change my password and once again it did not work. This is the second time that I have had to demand that they cancel my account because of lousy customer service.

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10:45 am EST

Chewy Odering perscription cat food

Chewy was auto delivering my perscription cat food and then ran into a problem with approval from my vet. Instead of contacting me right away, they waited until they had to give up and cancel the order. They told me to upload authorization and reorder. After multiple uploads we were ready to go, but by then they were out of the food! I tried ordering a very similar food and that was blocked. My poor cat is out of the perscription food because of Chewy's incompetence. And when I called to speak with a customer service person I couldn't hear her because her dog was barking so loud. Great you can work from home. But find a way to carry on a conversation.

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6:02 pm EST

Chewy Choice of carrier service

After many years of repeat business with Chewy, I am sorry to say I can no longer do business with your company. This is not due to dissatisfaction with Chewy, in fact, I have long been a champion of your services and have recommended Chewy to m, any friends. The issue is with your choice of delivery carrier - Fed Ex. At least in my area, they are perhaps the worst, most inept company I have ever dealt with, and this latest problem, or series of problems, has me choosing suppliers that generally do not use FedEx to deliver their products. If you need an example or two, look up my account:

John Heinsch

80151 Tamarack Ranch Rd.

Sandstone, MN 55072

[protected]

[protected]@bankhein.com

During this whole time, UPS, USPS, and Amazon have managed to deliver product in a timely manner, in spite of it being a holiday season and bad weather.

If it isn’t clear from there, then consider this a closed issue. 3 weeks for anything to get delivered is ridiculous!

Sincerely,

john Heinsch

Desired outcome: Another delivery option!

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4:23 pm EST

Chewy Delay in receiving order - multiple times

I placed two Chewy orders, one on December 10th and the other on December 11th. Many of the items were needed for Christmas. It is December 27th and I just received ONE of the orders (17 days after ordering) and I still have not received my second order.

This is NOT the first time it has taken two plus weeks to receive my order.

The problem is not with Chewy, specially, but it is the shipper, UPS. Whatever the contract is between Chewy and UPS - well, it's not good for the consumer.

I will be changing who I order from now on because this is the third time I am receiving my orders 2 plus weeks later...not okay.

Desired outcome: Hold UPS accountable for the 3-5 day shipping that Chewy advertises.

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10:19 am EST

Chewy Auto ship customer

I am an auto ship customer and have a standing order for dog food every 4 weeks. My auto ship for dog food was scheduled to ship on December 19, 2022. It is now December 21, 2022 and I have not received notice that it shipped so I called Chewy to find out that the warehouse is backed up with orders (obviously Christmas orders) so my auto ship order is still being processed and will not ship for 24 to 48 hrs. Well, I do not have enough dog food for that time frame so I have to drive 30 minutes to buy dog food today. I use auto ship for the reason of I live in a rural area and want to make sure I don’t run out of food and have to drive the 30 minutes to get it. My biggest complaint is that being an auto ship customer my order should be processed before orders that are one time seasonal customers. Shame on you Chewy for treating your long standing customers this way. You just lost me.

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11:10 pm EST
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Chewy Delivery

First time ordering from Chewy. Cat litter. I never order exoensive items while trying out a company.

Good thing. Order never arrived. They claim to use Fedex home. But my order was parceled out to some company called Ontrac which I never heard of. I do not like private delivery or small delivery services because they always have these type of problems.

When I notified Chewy they claimed of course they were sorry and said it was Fedex. So apparently some employees aren't even aware of the handoff.

My first and last order. At least Amazon let's you choose. If I had ordered by USPS it might have taken a little longer but arrived. UPS, might have cost a little more but arrived. The actual Fedex same thing but then again if Fedex needs an extra company to help I don't know. Holidays not an excuse, no one's perfect but if the post office and UPS can do it no excuses.

Lost a customer. First and last order.

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5:05 pm EST

Chewy On Nov 22, 2022 the chewy co. processed a fraudulent $500.00 visa card charge

(posted on Nov 23, 2022) along with $52.11 visa charge for a case of cat food which I have been purchasing every 3-4 weeks for the last year or so.

This visa card (number ending in ...6089) has since been cancelled. However, to date we have still not received a credit for $500.00 from you.

The day I noticed the $500 visa charge I called your 800 number (ending in ...4399) and discussed this issue with one of your young male employees. Still, to date, no credit from chewy.

We love your products but will have to take legal action if you do not respond in a timely manner to this email.

Francis A Connor

417 Sand Pointe Drive

Central Point, OR 97502

[protected]

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Chewy Customer Reviews Overview

Chewy.com is a popular online retailer that specializes in pet food and supplies. The website has received overwhelmingly positive reviews from customers, with many praising the company's excellent customer service, fast shipping, and wide selection of products.

Customers appreciate the convenience of being able to order pet food and supplies online, and many have noted that Chewy.com offers competitive prices and frequent discounts. The website also offers a subscription service that allows customers to have their pet food and supplies automatically delivered on a regular basis, which many customers find very convenient.

In addition to its excellent customer service and convenient ordering options, Chewy.com is also known for its high-quality products. Customers have praised the website for carrying a wide range of pet food brands, including many premium and specialty brands that are difficult to find in stores.

Overall, Chewy.com is a highly recommended online retailer for pet owners. With its excellent customer service, fast shipping, and wide selection of high-quality products, it's no wonder that so many customers have had positive experiences shopping on the website.

Chewy In-depth Review

Website Design and User Experience: The design of Chewy's website is clean and user-friendly, making it easy to navigate and find what you're looking for. The search bar is prominently displayed, and the layout is intuitive, allowing for a seamless browsing experience.

Product Selection and Availability: Chewy offers an extensive selection of pet products, ranging from food and treats to toys and accessories. They carry a wide variety of brands and have products available for all types of pets, ensuring that you can find everything you need in one place.

Pricing and Discounts: Chewy offers competitive prices on their products, and they frequently have discounts and promotions available. They also have a "autoship" feature that allows you to save money by setting up recurring deliveries of your pet's essentials.

Shipping and Delivery: Chewy offers fast and reliable shipping, with most orders arriving within a few days. They also offer free shipping on orders over a certain amount, making it convenient and cost-effective to shop for your pet's needs.

Customer Service and Support: Chewy's customer service is top-notch. They have a dedicated team of representatives who are knowledgeable and helpful, and they are available 24/7 to assist with any questions or concerns you may have.

Return and Refund Policy: Chewy has a hassle-free return and refund policy. If you're not satisfied with your purchase, you can easily return it for a full refund or exchange. They also offer a "100% Happiness Guarantee," ensuring that you and your pet are completely satisfied with your shopping experience.

Overall Shopping Experience: Shopping on Chewy is a pleasure. The website is easy to use, the selection is vast, and the customer service is exceptional. Whether you're a first-time shopper or a long-time customer, Chewy provides a seamless and enjoyable shopping experience.

Customer Reviews and Ratings: Chewy has a robust customer review and rating system, allowing you to read feedback from other pet owners before making a purchase. This helps ensure that you're making an informed decision and can trust the quality of the products you're buying.

Loyalty Program and Rewards: Chewy offers a loyalty program called "Chewy Rewards," where you can earn points on every purchase. These points can be redeemed for discounts on future orders, providing additional savings for loyal customers.

Mobile App Experience: Chewy's mobile app is user-friendly and provides a seamless shopping experience on the go. It allows you to easily browse and purchase products, track your orders, and manage your account, making it convenient for pet owners on the move.

Social Media Presence: Chewy has a strong social media presence, with active accounts on platforms like Facebook, Instagram, and Twitter. They regularly post engaging content, including pet tips, product recommendations, and customer stories, creating a sense of community among pet owners.

Community Engagement and Philanthropy: Chewy is actively involved in community engagement and philanthropy. They support various animal welfare organizations and regularly donate to shelters and rescue groups. Their commitment to giving back is commendable and aligns with their mission to help pets in need.

Competitor Comparison: When compared to other pet supply retailers, Chewy stands out for its extensive product selection, competitive pricing, and exceptional customer service. They consistently go above and beyond to meet the needs of their customers and provide a superior shopping experience.

Security and Privacy Measures: Chewy takes the security and privacy of their customers seriously. They use industry-standard encryption technology to protect personal information and ensure that your data is safe and secure when shopping on their website.

Additional Services and Features: In addition to their wide range of pet products, Chewy offers additional services and features such as prescription medication fulfillment, online pet pharmacy, and a pet adoption service. These added benefits make Chewy a one-stop-shop for all your pet's needs.

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Use this comments board to leave complaints and reviews about Chewy. Discuss the issues you have had with Chewy and work with their customer service team to find a resolution.