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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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2:16 pm EST
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Chewy Inaccurate Information and Poor Delivery

Received email advising delivery of packages would be on that day. It did not arrive so had to make a special trip out and spend & I had not intended to. Then, same thing the next day again costing extra time, travel and money. Customer service offered a nominal credit on Future order. There will be no future orders as have closed our account. Not worth the frustration when the point is to make things easier but wound up costing me extra money I did not want to spend since had placed an order plus extra time and aggravation.

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9:36 pm EDT
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Chewy Saved Credit Card for years without my authorization, and then would not let me delete it

The simple part is that Chewy's website is defective. They are not operating in accordance to many laws, privacy laws, and data harvesting laws. The order interface is really troubled. There should be a mechanism to delete a credit card whenever the owner of the credit card wants. There has to be a mechanism to cancel an autoship order. They intentionally keep the system defective for profit making. Their phone customer service is awful, snotty, condescending, and unresponsive. One of their CS's was recording me - despite my notification that it is illegal to record anyone without their permission in 14 states, including California. It is a crime to record anyone without their permission in California CA Penal Code

Desired outcome: I think their deterioration is their fault. I doubt that they will change. Isn't Chewy part of PetSmart now?

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10:23 pm EDT
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Chewy Will not help your pet get their life saving meds if they make a mistake ake

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!

Desired outcome: Change policy to offer overnight shipping at the buyer's expense if they ask.

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Millie's Mom
Mount Laurel, US
Oct 10, 2022 5:56 pm EDT
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I too have been having an impossible time dealing with people at Chewy who keep promising to send needles for my dog's injections and never send them. They don't seem to understand that it is not possible to inject insulin without needles and I can't find them where I live. I will not buy anything from them again.

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12:34 am EDT

Chewy Website

I have shopped at Chewys for years- with great satisfaction. In the past couple of months, everything seems to have changed.

The website is cumbersome and aggravating. Ordering is more difficult and takes longer. Until recently, I could click on my old orders, fill in order info, and be done. Now, all my information, records of previous orders, and credit card info is gone, and the experience is cumbersome.

What happened?

Desired outcome: Fix your website.

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1:30 pm EDT
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Chewy Fraud prevention

I called Chewy, because I got an e-mail from them stating I just bought dog food, and started auto pay for 2 other items using account yesterday. I don’t own a dog, and haven’t used the account since 2018, plus the address it was being sent to was not mine. One of the 2 orders was approved and the other denied. The scam artist, also gave Chewy a new email address for notifications.

I asked Chewy to give me their Fraud department and was told they could handle this in customer service, I did not agree. I asked for the last four digits of the credit card, on my account, I was refused, I asked for the name of the bank on the card, I was refused. All I was given was it was a Visa card and it expires 1/23, since this goes back to 2018, it is impossible to find which card is on my account because, my cards have been reissued (for various reasons,) and some have been replaced. I was very frustrated since it was clear this was fraud, and wanted to go to the bank in question, and make sure I had not been charged.

I was told the 2 orders were canceled, and sent an email stating this, in my mind it was not enough. I asked to close my account and was refused, and told it was in a restricted status. I asked for an email stating the account could no longer be used, and was told it would be sent to me, but I never got the email.

Desired outcome: What do I want? To know the bank name on the card, and receive a letter stating my account is closed. This can be mailed to the home address on my account.

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5:04 pm EDT

Chewy Chewy cat treats

July 17, 2022, I have written to Chewy and told you that my picky cat does not like your cat treats and to quit sending them. However, periodically, I receive a box from you. I am returning one that came last week. Please do not send any more. Thank you very much.

Sincerely,

Marilyn Halsell

210 Oakhill Keene, TX 76059

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3:02 pm EDT

Chewy Delivery of Frozen Food Instinct

Chewy has been unable to deliver frozen Instinct dog food within 1-3 days as advertised resulting in melted food delivered 5-7 days from date of order. I subscribed to auto refill every two weeks. The first shipment was fine. Subsequently, all the deliveries have been late and melted. Manager CC was very helpful following up on problem but had no control of warehouses.

Desired outcome: Frozen food delivered 1-3 days frozen, not melted.

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1:03 pm EDT

Chewy online 'LACK OF SERVICE"

See question ref [protected] and all previous email conversations regarding order being canceled

2 customer service representatives put it back on me to call and get an internal problem fixed that could have been very easily handled if the first rep had bothered to advise that the account i had opened somehow looked "compromised" . it could have been cancelled and they could have set me up a new account and reinstated the order but no such explanation was given and that rep took it upon herself to cancel my account and auto ship orders and again tell me to call them to recreate order. thats not customer service. thats laziness and i order online so i dont have to go to stores or talk to people so why would i want to call .. My vet gave up a couple of months ago trying to resolve a refill that turned into a total fiasco

Desired outcome: customer service training

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7:52 pm EDT

Chewy Delivery

Today I received my Chewy order of dog food and treats. It was delivered by UPS or Fedex, I am not sure which. I order from Chewy, because I have back problems and it is very hard for me to carry the heavy bags. I broke my neck in 2007.

I am willing to pay the shipping because of this.

Today I came home to find my Chewy subscription of dog food and treats thrown in my backyard. It is 30 feet from my back door, in the grass, on its side, an inch away from my sidewalk.

I realize this is not the fault of Chewy. It is the fault of the delivery method. I am contacting you, because I want you to know how it was delivered.

I would also like to find out if it was delivered by UPS or Fedex. I would like to file an official complaint with who ever is responsible.

If you could send me an email link, I can send a picture of where the dogfood was placed/

Thank you,

Lucy Poole

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2:39 pm EDT
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Chewy Fraud/unauthorized purchase of items

On June 13, 2022 A Randall Barnes address 113 Surrey St Buena Vista co [protected] unauthorized by me bought in my name and his (2) 30lb bags of gentle giant canine nutrition. Invoice id lrv74cz byq and transaction id 084223254a470904r for a total of $76.40. I've bought one thing from chewy and was sent to my address here in Lake City, FL. There was no reason for me to buy something and send it to Colorado. I did a search and there is a Randall Barnes living in Buena Vista, CO.

Desired outcome: refund my $76.40 and prosecute or at least call local law enforcement and have them at least question thew guy

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5:20 pm EDT

Chewy Difficult getting pet medications

Chewy is unreasonable and insulting:

I have been getting my pet's medication with Chewy for over 9 years. The last prescription did not go through, and I was told that Chewy has on record that my vet is a "No call" vet which means that Chewy will not call my vet for prescriptions ordered. I asked my vet whether will they fill/provide prescriptions from Chewy. My vet is and will provide prescriptions to Chewy. However, I was not able to convince Chewy's pharmacist and customer service. They cannot take my word that their record was incorrect.

This is an extremely frustrating and insulting experience. Thus, I will discontinue my future orders with Chewy.

Desired outcome: Chewy should be more understanding and do its best to provide service to its customers.

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10:09 am EDT

Chewy Dog food

The bag was obviously cut with a razor knife, which would have been done by whoever packaged it. Because of the it was infested with bugs, ants. When I opened the box, there were hundreds of tiny ants all over the living room floor. The original order was for the 17th of May and tomorrow is the 1st of June. This is the worst company I have ever dealt with. I will be reporting this to the BBB. Someone from you company needs to call me at 386.314.8405. This order was paid for the middle May.

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6:16 pm EDT

Chewy Pharmacy prescription at Chewy

5/25/2022, all day.

I placed a prescription order for Revolution and Heartgard. Chewy called and told me they would have to speak with my vet clinic for approval. They called back to say they spoke with them and it was approved this one time as I was out of state. They called back again to say Revolution was ready to mail and waiting for their pharmacist on the Heartgard. They called back again to say they need vet clinic approval and there were no notes about the prior person’s calls, or the discussion with my vet clinic. Then they sent an email saying they need a written prescription from my vet office. No one knew what the other person was doing with one saying it was approved and another person saying no. End result, my dogs did not get their medications and they wasted a lot of my time. I asked to speak with a supervisor and Bree refused to put me through to one

Desired outcome: I don’t want anyone else having to go through this. I want to talk to a supervisor about the quality of the service.

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3:11 pm EDT

Chewy 1 case of weruva funky chicken soup with pumpkin

I placed an order on 5/18/2022 for one case of dog food at the cost of $56.70. The package arrived as promised today with 10 out of the 12 cans being damaged. One of them so badly it had exploded inside the shrink wrap. Of the other 9 that were damaged, some were so bad that when opened the pressure in the can will cause the contents to spew out of the can. That knowledge is from a previously unreported incident.

I am including photos of a few of the mangled cans.

I have spoken to one of your experts who suggested I report this and send you some photos.

I believe that some of the cans were damaged before being shrink wrapped. The case is put into a "homemade box" with no bubble wrap to protect the merchandise from the rigors of delivery.

Desired outcome: The shipment has been replaced at no cost to me. I would like to see the packing process changed so that product arrives undamaged. I would like to continue using Chewy, but I still expect quality.

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7:42 pm EDT

Chewy Wasteful packaging for a single small item

Hello there, I'd like to tell you how much we all (Poppy, Elsie, Chili, Mow, Mow, Oscar, Simon, and last but not least, Oli ) love and enjoy the services and products that you supply.

As most service providers and businesses continue to battle the residual effects of Covid, I understand the many problems that arise, and that every penny counts. As a business owner myself, I felt compelled to bring this to your attention.

Thank you,

Connie Barlow

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1:50 pm EDT

Chewy Unsealed k9 advantix ii

1:35pm I received the package, not a complaint on the product, but packaging. The k9 advantix II was 100% not sealed in the box and the product is between other items. It looks like the k9 advantix box wasn't even sealed, and carelessly tossed in the box. If the flea medicine weren't individually wrapped I would have tossed it in fear of safety of the product being messed with. Luckily, that is not the case. Item #: 74407 upc-[protected], Order number: [protected]-1 Ship date: 4/30/22 receieved 5/1/22.

Desired outcome: Just wanted you aware of the issue. Probably best to make sure items are sealed before shipping????

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9:32 pm EDT
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Chewy Purina pro plan focus adult large breed dog food/ live chat

4/22/22 9:00 pm I attempted to purchase on line from chewy, which we have done numerous times, the dog food we routinely get. I could not find just a single 34 lb bag of the above mentioned dog food, when it came up it was bundled with other dog food and much more pricey, didn't want that, just a single bag.

Went on live chat twice with 2 different representatives, the first one I ask if the packaging had changed again as I couldn't find it without a bundle. He said yes what I wanted was still available, disconnected.

The second person said the packaging and the formula had changed and directed me to an item very different looking.

I am choosing to not purchase this from chewy until and if I get an explanation from someone other. than a customer service person. I hate that this happened I don't know if. something changed with Chewy, but if it did please undo it. The last time the packaging was going to change we were well informed. The service. has always been great, never an issue, tonight was horrible.

Desired outcome: I get an answer as to what product is the same product I have been buying. If you no longer have it just say so. If this is the norm for your company from now on I will no longer be.a.customer.

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Update by Mary Nick
Apr 22, 2022 9:49 pm EDT

I just noticed at the top of this page...complaints 77...0 resolved...77 unresolved...

Answers my question.

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8:28 am EST

Chewy Orijen tundra dry dog kibble

The ingredients for this product are incorrect listed on the Chewy website. On their website the first 2 ingredients are lamb and venison. However bag received with same packaging and name under ingredients first listed are goat and wild boar. Two very different proteins - apparently the food has been changed and bag remained the same but Chewy has not changed description on ingredients on their website. This error caused my dog to become extremely ill. I was very surprised at the company lack of accountability in this situation.

Desired outcome: update website and compensate for suffering

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10:43 am EST
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Chewy insulin order for my diabetic cats

I spent a week emailing and calling my vet, and emailing and calling Chewy customer service about an insulin order for my two diabetic cats. To say that this was frustrating and maddening is an understatement. NEVER have I had to wage a battle to receive the medications my cats need to stay alive. This has been extremely stressful. Meanwhile, my cats' insulin supply is nearly gone and I don't know what to do.

During the week and at every phone call, the Chewy customer service reps had a different take depending on who I talked to: the vet's office hadn't approved the order (false; the vet approved multiple times by fax and by two phone calls to Chewy), I needed to postal mail written prescriptions (false; the vet said this isn't necessary for life-saving medications), the prescription was under the wrong cat's name (why would that matter if both of my cats are diabetic?), it was the vet's fault for not approving, etc. etc. etc.

To top it off, I even got an email from Chewy that said the insulin had been approved and I could now order place an order for it--even though I'd already ordered it. This would've produced a double order!

I finally got wise to the ineptness of customer service and called the Chewy pharmacy directly, and was told the insulin had indeed been approved and would be shipped that day. I'll believe it when I see it; Chewy has lost all credibility.

I plan to ditch Chewy and try 1800petmeds. I hope they're competent!

Desired outcome: Send the d*^% order!!!

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6:14 pm EST
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Chewy Customer security data breach should not have happened

Since the Covid19 Pandemic began in March 2020, I have been buying my pet's food online from Chewy twice per month and leave a credit card in the database sometimes. The site should be secure, but it isn't. I received an email alerting me to add a credit card with a higher limit on an order I never placed. When I logged into my account, a new address in California 123A ST,
Concord, CA [protected] for dog food in the amount of $350 to be shipped to this address every week. I had to pay for a background check to find out who lives at this address. Chewy would have authorized that order if I would have had one of my other cards on file. I also googled complaints about security breaches with Chewy and found three complaints for the same issue within the past three years. These huge corporations need to update their security for their customers... this is unacceptable.

Desired outcome: I would like to be reimbursed $20.00 for the background check that I should not have had to do or pay for.

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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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Website

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