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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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A
5:50 pm EST

Chewy Phone number

Call in about a gift certificate not applied to my order and I get some sales pitch about falling devices. Really! I expect more! Post your real number on the chewy.com site. We don't go to you to order anything but things for our pets! Do you really want to lose customers over this greed! Act like a company with some ethics!

Truly disappointed!

Desired outcome: Phone number corrected.

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1:43 pm EST

Chewy get naked weight management

on order number [protected]-1 shipped out 12/28/2021 i did not recieve the get naked weight management item number 105169. i need it shipped or get a refund on my acct. t my email address is [protected]@gmail.com. my phone number is [protected]. i am brenda lester and my address is 63 alpine dr. union hall, va 24176. thank you for your help b Brenda Lester

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12:40 pm EST

Chewy Company Ideology “My Pillow”

I canceled my autoship order after finding out Chewy has inserted itself into the woke political landscape. This is not red or blue. It's just sad. Why take a great company, delivering a great product and force, yes force, it's own customer base to make an ideological position regarding pet products? Really?

Desired outcome: Chewy Auto ship Order canceled

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12:28 pm EST

Chewy Chewy Prescription Orders - Beware!

E-Mail sent to Chewy, which explains the basis of my complaint:

Chewy,

Be aware you are losing me as a customer due to your continued failure in processing confirmed prescription orders.

This occurred several weeks ago with one Vet, and again with a different Vet this week. Both Vets confirmed they faxed to Chewy their prescription approval, yet Chewy does not process the orders and incorrectly claims a confirmation was not received.

Further investigation by Chewy indicated your fulfillment Team used a older fulfillment system rather than the newer one, which resulted in my orders becoming stalled.

That said, I want to make sure your Management Team is aware of this continued problem. Simply put, I cannot rely on Chewy to fulfill valid prescription orders, regardless of Vet.

You folks force me to inquire about unfulfilled orders, then claim its the Vet's fault. I have to contact the Vet and they provide the fax number, date and confirmation sent to Chewy, and then I have to contact Chewy a second time with the information to process stalled orders.

That is your job, not mine. For a publically-traded Company to behave so irresponsibility, and not properly address ongoing issues, is something your shareholders should be aware of, as it can impact them as well in the long run.

I would recommend that Chewy abandon its prescription service altogether, as you do not put in the time to fix your internal issues, resulting in huge delays and internally cancelled orders.

Desired outcome: None - Not Conducting Further Business with Chewy

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Dove W
Chicago, US
Oct 04, 2022 1:57 pm EDT

OMG I am currently going through this right now with Chewy as it has been weeks and my vet has approved my cats food and for some reason they have excuse after excuse as to why the order isn't shipped yet and also tried to put on my vet when they let me know they sent chewy a lifetime approval for the food. The sad thing is this is the only dry food my finicky cat will eat.

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K
KC Wa
, US
Feb 21, 2022 10:49 am EST
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I agree completely. I posted a similar complain just now. What a nightmare it's been!

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J
9:45 pm EST
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Chewy Take responsibility; take corrective action; don't endanger pets by actions

3 weeks later I still don't have my heart guard. I do have a plethora of "we are sorry, we agree with you.. Ad infinitude"

I placed an order (vet prescription) for a years supply. I released the first 6 months and when I needed the next 6 months (the box said 1 refill of 6) order number. Etc. They said we need approval from vet. They had it. Chewy rep agreed, pharmacy reps insisted on vet approval. The pharmacy gives vet 24 hours and then cancels order. Three times this order has been cancelled. First you are correct you'll have it in two days; then we need approval. 3 times they cancelled order. I was told i'd have 12/14, then delayed until 12/17; then today 12/17 it will be 12/20-21. I have spent 15 hours in past two weeks chasing this order. They have now kissed it off to fedex. They take no responsibility; no corrective action ; just lies and excuses. If I can't trust them here why should I do anymore chewy pharmacy business?. They have endangered my goldens. Never again. - j. Walton

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11:45 am EST

Chewy autoship

CANCEL EVERY AND ALL AUTOSHIPS FOR JANELLE LUPPEN, 1126 N 23rd St, Billings, MT.

Evidently you must do it, because when I log in and am confident I have cancelled or delayed autoshipments, they still come. I'm DONE with autoship forevermore. The discount is not worth the hassle.

When my phone charges, I will call to set up a return.

NO more autoshipments!

Desired outcome: No more autoshipments EVER

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DeeDee2022
Allentown, US
Mar 24, 2022 10:01 am EDT
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I love Chewy ❤️. If I have an issue it’s resolved right away. A customer since 2011 and will be a customer always.

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Mary Nick
Titusville, US
Apr 22, 2022 9:44 pm EDT
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Replying to comment of DeeDee2022

I am happy for you that you have not run into the issues talked about. I had not either until tonight and sadly it was a complete opposite from past experiences. We all love things when all is well I truly hope you keep on loving chewy.

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L
7:39 am EST

Chewy Heart guard plus wormer

FedEx is the problem I have been unable to get my prescription delivery because there is no cooperation between the shipper Chewys and FedEx no

Desired outcome: Delivery asap of medication

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4:36 pm EDT
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Chewy Receiving

We were delivering a load to the ocala florida dc and it takes hours and hours to unload. If the receiver cannot handle the loads don't book so many for them to receive at a time. This is awful for truck drivers and they have no care about our time and us just sitting here wasting our log books

Desired outcome: They need better scheduling for receiving

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10:10 pm EST

Chewy Methimazole tablets.

I purchased the tablets less than a month ago. My cat just had her blood work done and her number were good. Now as I have run out of my meds from 1800petmeds and using the discounted chewy tablets she is acting like she's not even on meds at all. Pacing, twitching, constantly begging for food and looks to have even lost weight. Clearly these meds are inferior quality and I'm doubting they even have any meds in them at all.

Desired outcome: Refund and then to pay for more blood work to see how bad her thyroid is now.

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9:41 am EST
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Chewy Ziwi venison dry food

Hello; Dont trust Chewy.com at all, They rip off there customer and lie about it too. They screwed a disable war vet & his service dog of 10 bags of Ziwi Vension Dry food, there ex c/s manager said one thing and they there legal dept said another thing on the same issue .They offed me 1 free bag to get rid of me But! there was one catch they wanted my credit card to process the free bag that a total rip off i refused it ! I give them a Minus 100 of all things ! Dont buy from them ! J.B./d.d.

Desired outcome: !0 bags plus of Ziwi Vension 5.5 lbs of dry food !

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5:10 am EDT

Chewy Hill's science canned urinary care (c/d) cat food

Due to problems with UTIs, my vet prescribes Hill's Science Canned Urinary Care (C/D) Cat food for my cat. I ordered 2 cases from Chewy.com on auto ship for my cat and received it in August. The first case was the correct food for my cat and we had no issue with that case. However, I went to go open the second case to find that it was NOT the correct food. They sent me a case of Kidney Care (K/D) cat food for my cat. I immediately called their 24/7 customer care line to speak with a representative who didn't seem to understand the grave error they made and seemed to think that simply refunding me for the case in error would remedy the problem. That was only part of the problem. The wrong cat food for my cat can cause my cat to have a UTI, which is a very painful, nasty, and expensive medical issue. Chewy.com didn't seem to care that I had no food to give my cat and would have to contact my local vet as soon as they opened to see if they had his food available. The C/D prescription diet cat food can be hard to come by. This is a medical issue, but Chewy.com just didn't seem to get it or care. They need to understand that they just cannot simply switch/replace one prescription cat food for another! Chewy.com CANNOT just send customers whatever they have at the moment and substitute prescription cat foods. They also in the past would send fish/tuna flavored cat food although I would order chicken flavored. So in other words, Chewy.com will just send you whatever they have at their convenience!

Desired outcome: Chewy.com needs to understand that they cannot make errors such as this. They cannot simply switch/replace one prescription cat food for another. This can cause medical issues and put their customer in a serious situation!!!

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12:03 am EDT

Chewy Service

Hello; Who wants to join me in a Class Action Suit against Chewy.com ? It has to do with ripping you off on your orders or not getting your orders every month on autoship only ! Please contact me at [protected]@gmail.com ! Tks, Joe

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3:24 pm EDT
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Chewy Not return calls from corporate office

As many people here have noticed. Corporate world is totally ignoring people who pay for their existence, it is my pleasure to say screw you Chewy. Bang, some other people's pockets. But I will not spend a single penny on any products. It is a matter of politeness and a certain way of being to conduct business. And you do not fit in any of this description

Desired outcome: NONE EXPECTED

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5:14 am EDT
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Chewy Keeps wanting a new script for my dogs meds

Chewy

Please mail your prescription.

Your prescription item needs to be approved before it ships. If you already mailed your prescription, there's nothing more to do!

How to Mail Your Prescription

Send the original prescription from your veterinarian and your order number #[protected] to:

Chewy Pharmacy
Attn: Order [protected]
3621 Fern Valley Rd
Louisville, KY 40219

Due to regulations, we can't accept pictures or photocopies of your prescription.

What to Expect

After we receive your prescription, our pharmacists will review it and ship your order within 1-2 days.

If we don't receive your prescription by Sep 18, your item will be canceled.

Hi Mark Barber,

Our pharmacists are reviewing your information and will ship your items as soon as possible!

If you have questions, call us anytime at [protected] or reply to this email!
Thanks,

POOR CUSTOMER SERVICE RUDE PEOPLE the meds was to ship out on the 25th and they sent the e-mail to me at 1:17 am today the 24th

Desired outcome: get things and quit playing games i even asked for a call back to find out what is going on will not call me back

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4:28 pm EDT
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Chewy Chewy dipps peanut butter

Just tore open a peanut butter chewy dipps and noticed how small the bar was. I took a tape measure out and it measured 3 inches. C'mon it's bad enough that prices are increasing but cutting back on the quality is a kick in the dick, not yours but mine. Of course i'll keep on enjoying your product like I have through the course of my lifetime but if I keep getting short changed i'll supplement my diet through other means.

Desired outcome: Better qualiy control or start labeling the wrappers correctly if your going to stiff the customers.

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2:18 pm EDT
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Chewy No product & lack of communication

I reached out to Chewy for a replacment of the Bravecto. They said they reached out to my veterinarian 2x. I called both back. No one received order for replacement. Extremely poor communication from the last representative. Would NOT transfer me to pharmacy. He could barely form a sentence. Poor, communication. Ended up going to my vet. For refill. Can I get reimbursed for the non shipment that was promised? Very very, disappointing in the way this was handled. May file a report with BBB depending if I get reimbursed or not. Not a threat, just stating a fact. Lack of communication, waste of my time and in the long run, my dog never received the Bravecto. I just want my money back now. Why would you hire a representative that sounded like he was so out of it that he couldn't even speak correctly?

Desired outcome: Return my money

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5:43 pm EDT
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Chewy 40% off dog food and treats

We received a mailer which contained a coupon for 40% off Dog Food and Dog Treats. I added a bag of food and treats to my cart, then tried to apply the 40% discount. No go. I only received the 40% off the treats, not the food.

Contacted customer service. Was told there was an automatic coupon applied to the dog food for 15% off and they could not remove it.

A different tech told me the 40% coupon was for a max of $20 anyhow and it wouldn't do much to lower my price.

My issue is, no where on the coupon or the mailer did it mention $20 max when using this coupon. I spoke with a supervisor. I was again told $20 max. I sent him a copy of the coupon. There is no mention of the max amount. I asked him to show me anywhere in writing that a $20 max applies to this coupon. He said he couldn't. The exclusion doesn't exist in writing.

He also told me the food I was buying, Wellness Complete Dog Food, wasn't part of the 40% off promotion. I sent him a photo of the mailer that we received with that specific food circled. The ad itself has a picture of that specific food! How/why wouldn't it be included?

How could an exclusion apply to a coupon when the exclusion doesn't exist anywhere. This is bad deception on the part of Chewy.com.

Desired outcome: My 40% off Dog Food and Treats, no Max amount.

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3:48 pm EDT

Chewy Fraudulent billing practices

I have been ordering raw instinct frozen for my dogs for several months now I have called numerous times about the fact that when I place the order you guys spend the charge on my account even though you claim to only bill once an item ships… Because you only have one facility that ships your frozen orders these items consistently take anywhere from 5 to 7 days to ship and during that time the three day hold for the pending transaction falls off of my account, and then you guys bill again in 5 to 7 days when the item actually ships. Fast forward to my auto ship as of June. You were out of stock of my usual beef order and as such promised a call from a ceo regarding all of the above shipping and billing issues, however I not only never got a call but was sent an order of chicken, which I never order and which my dog is allergic to. Still no phone call. Then as of my order July 1, you guys billed my account for $100.82 with a pending hold, only to email me a receipt for the item showing $99.43 and also only refund me the $99.43 while the pending hold still remains on my account today as of July 3rd.
My mortgage payment bounced by $.47 cents which will cause me to be late, to accrue return payment fees on both my checking account and in my mortgage account, as well as counting as a negative payment history on mine and my husband first home. Not only do I still have no communication with anybody of any authority at Chewie, but I also can't get anyone to explain to me why if you guys don't charge until you ship you continue to pending authorization on my account for an amount that is more than a dollar over what the cost of the actual items are. Seems to me like chewy is involved in some money laundering scheme, and as such I am filing this complaint with the federal trade commission, the consumer financial protection bureau, the Better Business Bureau as well as the Attorney General in my state and in the state of chewies corporate headquarters.
This message is complete, as I simply cannot stomach explaining any further however I'm more than certain my account has been documented and notated internally on more than one occasion. So while this message has come to an end, let me assure you this is so far from over.

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4:25 pm EDT

Chewy Order #[protected]

This issue is unacceptable since it deals with Rx medication. I placed the order by phone with a representative and clearly stated all three cat names. How Emilee was not included in the fax to my vet clinic is not okay. The delay is going to cause undue stress for me, and my cats are now going to be without their Rx medication until I can find a new outlet to order. I am highly disappointed in the incompetence on the Chewy side regarding this order request.

Jarred J

Hi there Jarred,

I'm so sorry for the concern this has caused. You're order [protected] was canceled as requested. The pending hold of $151.47 on your bank account will fall off in 24-48 business hours. Please let us know if you have any questions and we'd be happy to help.

Warm regards,

Ashley N.
Customer Service
Chewy

Desired outcome: Make the situation right with me and be sure it does not happen to others

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11:40 am EDT

Chewy Chewy all...

The very fact that CHEWY reviews are FAR LESS than glowing... is secondary to CHEWY cancelling "Mike Lindell" --which is absurd almost beyond belief!
Our four related families have EIGHT DOGS, FIVE CATS, and other beloved little pets. WE ARE ALL IN AGREEMENT THAT YOUR ACTION IN CANCELLING MIKE LINDELL, (an extremely honorable Christian man) will keep us from EVER using such a DISHONORABLE company such as CHEWY. You should ALL BE ASHAMED OF YOURSELVES for obviously joining those who PUT AMERICA LAST and therefore do NOT believe in our FREEDOM, LIBERTY or THE CONSTITUTION OF THE UNITED STATES OF AMERICA.
How very sad for you AND for your employees.

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Mary Nick
Titusville, US
Apr 22, 2022 9:46 pm EDT
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Was not aware of this, thank you for passing on.

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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Contact Chewy customer service

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1800 672 4399

Website

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