Chewy

I run a business and where I can, I really try to simplify my life. If I can shop online and get it delivered to my house, I do. That means I can spend more time running my company rather than running errands. I also have an elderly mother who I take to the store on a weekly basis, which requires time off work, which I do not mind however I do not have a lot of down time. My mother has a cat who needs special food and the vet is a bit of a hike from my home so I started looking online for a better option of obtaining this script requiring food. I went on chewy and saw not only could I get the food but it was cheaper and I could put it on AUTOSHIP! I was super excited. So I ordered his food, put it on autoship to my mother's home and thought excellent ONE LESS THING to have to do. Also his vet only has specific hours Chewy are open to pick up food when he needs it and that means leaving work early or canceling a meeting to make it so it seemed to be a perfect fit. Now his food did require a script which I got, and sent in when I set up the order. NOW... It has been months! Nothing has shipped so we have had to go back to the vet to get the food AGAIN. I email them and I get a reply that the account is set up and the items will ship... and again nothing. Although Chewy continues to send me EMAIL AFTER EMAIL AFTER EMAIL asking me to provide a script which, I have provided already, 2x. Then the reply is OK we have it we will ship it then in the next email no we don't & we need it, WTF? I am so tired of getting these emails that I am just canceling the whole freaking thing! I would rather drive the 25 extra minutes to and from the vet to pick up the dang food when needed. Even more of a reason to cancel, the last email told me we would have to have a new script each time it shipped, ah bullshiz so you are telling me I would have to resend the SAME thing CHEWY should already have a file every month just to get the autoship approved and sent? I did autoship so I would not have to think about it. There is no "script refill deal" the cat gets the food when we need it. UGH this has been so frustrating. I will never use this service again!

I have been a customer of Chewy since 2017. When I have had issues (even when I goofed up) customer service has always been treated like I am their only customer! Chewy have always been polite and helpful. When I have had to return something they sent a return label so I could return the item. I've NEVER had to pay shipping costs. The funds have been credited back to my checking account and then they were happy to assist me finding the products that I actually need. Most recently I purchased 2 different bird cages for my cockatoo. They sent 2 return labels. I set the boxes (2 days apart) out on my porch and their shipping company came and picked the first one up and the 2nd one may have been "porch pirated". I called custom service and the sent a message to a management to research the issue. I was told it would be no more 24 hours until I was contacted. Before the contact was made, they researched the issue and the funds were back in my checking account. We live on a fixed income so $160.00 is a large loss. They made certain that I received my purchase funds back even with the possibility of being " porch pirated ". They also send Birthday Cards every year. They really make certain that every issue is resolved, usually in the customers favor. If you're trying to decide whether or not to use their services I would tell you to at least give them a try and see what their services can do for your pet(s). I'm more than satisfied with their services. Carla, David, Kandi Kane, Jazzy, Tory and Molly.

Chewy used to be a great and fun company to do business with. It was a pleasure to spend my hard earned money with them. I used to spend around $150 -$300 per month with them. (Keyword, USED to.) In the last several years, that has changed. Chewy have become one of the worst companies to do business with. In my opinion and experience, their shipping departments are run and staffed by idiots. I only conclude this as so many many times I have requested common sense packing and so many many times received crap as a result of their lack of packing skills, or lack of caring, vindictiveness or who knows what. I am tired of the canned responses, the lack of urgency in that THEY messed up and are taking their own sweet time in getting your replacement order and/or refund to you, Oh NO, they can't get you your replacement order any sooner sorry, OH NO, they can't ship in smaller boxes, it just CAN'T be done. (me eye rolling) Chewy has turned into a CAN'T company and while they do eventually send a replacement order, and refunds, (you best watch your method of payment closely and let them know you are watching) Chewy has turned into a HUGE time waster for me. The "customer service" reps always say, OH we are forwarding this to our "higher ups" so the problem can be resolved. Well, since the shipping problems over the past several years have never been resolved it leads me to believe their "higher-ups" have their heads up their asses. Nothing ever changes. Shipping issues continue to happen. I wonder about all the positive reviews they get. I mean really, I have been a customer for many years and they treat me like crap. I tend to think Chewy churns and burns customers, in that you may, as a new customer get great service, till you don't, then welcome to the Chewy Pewy club. I have to waste huge amounts of my time to get them to do their job in an acceptable manner, which in itself is unacceptable. You would think that the CEO, Sumit Singh,(in charge since March 2018) would address these issues, but then, perhaps, he is too HIGHER UP to bother with us lowly customers who keep holding out hope that Chewy will become the great company they used to be, before they got sold to PetSmart. Chewy has gone from a reliable honest company to an unreliable company and while they do, once in a blue moon, get it right, most of the time anymore, they get it so wrong it is not even funny. My desire is that Chewy get their act together and become the reliable, honest company we all used to love. I am pulling for them but I will admit my patience is close to running out. Pics below are the most recent shipment I receive today that about sent me over the edge after years of putting up with Chewy's incompetence in the shipping area. I had 6 cases of Authority canned cat food and one bag of Purina One dry kibble. I requested they pack it in two smaller boxes and they said they could not do that. (Doesn't make sense.) I requested extra packing and as you can see, not a lick of packing material anywhere. In fact, they used the PRODUCT as packing, (see two flats on their sides) This order was "fullfilled" from their Goodyear, AZ location. I cannot tell you how many times in the last several years, I have had this very problem. Over and over and over. Once in a while the product arrives ok but mostly not. I finally told Chewy, anytime I get an unacceptable order, I will call them every single time for a replacement. Unacceptable as in not something I would place in my cart if shopping in person at PetSmart. I would not buy bashed in cans. Of course, they are sending all my info to the "higher-ups" and refunding my money and sending me out a replacement order that will arrive in 3-5 days. Refund 3-5 days as well. So you say, what are you $#*!ing about then? It's really very simple, tho Chewy makes it so hard... I just want what I ordered, shipped to me in the time frame promised, in good condition. If those conditions were met the first time, then Chewy would have a happy customer, and Chewy would save money by not having to redo orders. Geesh... it isn't rocket science. Just do it right the first time, Chewy. Come on Mr. Singh, bring back the Chewy that we all loved before the buyout. Thanks for listening.

My fur baby was diagnosed with a heart condition where she would need to be on medication for the rest of her life. I decided to go to Chewy to have her medicine auto shipped each month so I could feel at ease that she would have it.

From the beginning I had issues with Chewy and my vet communicating for the prescription approval. My vet said Chewy never sent an approval request, Chewy saying they did. Meanwhile my fur baby is waiting and in need of her medication. Which 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 dogs 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 was 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.

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

August 24: Ordered critical meds for my pets
August 29: Still have not received anything. Called. Chewy rep says "Meds are shipped today"
Sept 2: Still nothing. Called. Chewy rep says "Meds not shipped; Still waiting for approval from your vet"

It's Labor Day weekend so that will not happen until Sept. 4
Sept 4: Checked with vet and here is the real history:
---------------------------------
Aug. 24: Chewy received meds order over the weekend
Aug. 26: Chewy called in the meds over the phone Vet was clear Chewy do not do VERBAL prescriptions [that should have been obvious!]
Aug. 27 AM: Chewy sent a faxed request for prescriptions; Vet approved and faxed back
Aug. 27 PM: Chewy said they did not receive fax; Vet faxed again prescription a 2nd time
[Saw proof of fax so Chewy did get the faxed prescription 2x on Aug. 27]
>> but nothing happened. Chewy does not ship.So:

Aug. 29, when I called: I'm told "meds are shipped" but they are not!
Sept 2:, when I called: "No, meds are not shipped; waiting for approved prescription from Vet"
That's when I cancelled my order with Chewy.com and ordered at VetRxDirect which process my pets meds orders in less than 1 day.
In the mean time I scramble to bring cat to Emergency Vet to get emergency meds to tie me over during Labor Day weekend before receiving shipment from VetRxDirect. I blame Chewy and consider they should reimburse urgent pet care I had to pay because of their incompetence

DON'T BUY MEDS AT CHEWY.COM THEY WILL LET YOU PETS DIE BEFORE SHIPPING THE ORDERED MEDS.
Buy instead at VetRxDirect which are more efficient and care about ensuring critical meds get to your pets fast.

Got apologies from Chewy and they will not do it again and will take care of getting the prescription order... yeah, right! Just got email on Sept 4 that my order will be cancelled because Chewy still has not supposedly received the prescription from the vet.
#incompetence #mortalNegligence

Highly recommend this site/company. Couldn't rave enough about them.

If you want a safe and reliable place to get pet food (and other) online, at fair prices this is the place. Supper selection. Chewy carry food and toys that other sites do not. They also have a feature available to auto order and the first time you sign up with this feature you get a big discount.

Fast shipping, very friendly, prompt and efficient customer service. Old school customer service. The kind that really do care about not only their customers, but also their business.

One time I was horribly sick with the flu (foggy out of my mind) and didn't realize that I had deleted the cat food from my cart order of dog/cat food. I noticed a couple days later when checking for shipping details to find out what day to keep an eye out for the box. I asked them how much to overnight the cat food, as we were already low that month. They replied "None of our fur-family will go without food" and told me they had already shipped a bag out to me before replying to my email: Free of charge both the bag of food and the overnight shipping. I was absolutely shocked. All I asked was how much to overnight. Who does that? Who cares like that? Chewy.com does. Nuf said.

They already had a permanent customer in me, but that solidified even more.

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

I received a $15 off coupon in the mail and decided to try Chewy for my Sun Conure food that i've been ordering through Amazon for years. (His pic is my avatar) I ordered enough to get the free shipping as well and it arrived within 2 days nicely packaged and unlike Amazon, no holes in the bags. This shows me Chewy check the items for damage before placing them into the box. Amazon apparently doesn't because it's happened multiple times through them.

After that first good experience, I went back and ordered a new rope perch and that was with the regular $4.95 flat shipping (over $49 is free shipping) and once again my order arrived within 2 days. The perch however was much too large so I used chat on their website to inquire about sending it back for a smaller one.

The friendly rep made the new order waiving the shipping fee on the new perch, refunded the cost of the large perch and said no need to ship it back to them and to just donate it to a bird rescue which I thought was really nice. (I'm going to bring it to my Avain vet in a couple of weeks when I bring my bird for his nail trim, and he can pass it on to a bird who can use it.)
This showed me they care about customer service and also genuinely care about the animals as well. Their prices are on par with Amazon and even lower on some things, so i'm making the switch 100% now to Chewy for all Bruce's (that's my bird's name) food, treats and perches. I've wanted to wean myself from Amazon for so long now anyway and now I can with Chewy.

Also, they ship via Fed Ex which is leaps and bounds better than UPS.

This company really lives up to its 100% satisfaction guarantee motto. I had to purchase several different types of expensive dog foods, as my dog was having problems with severe food allergies and was on several food trials. When it was all over with, I found out my dog is allergic to both chicken and fish. I had a 26 lb. bag of unopened food that I could no longer use and called to find out how to return it. I figured I would have to go through the hassle and expense of mailing it back, which I would have done as this was expensive food. When I called the customer service line and explained what was going on, Chewy were awesome. They refunded my purchase price of the food and said I did not need to mail it back, I could just donate it to a local shelter, which I will. This took such a stress off me. This is a such a great company. While on these food trials, I have changed my orders with them numerous times. The website is so easy to use and you can change anything on autoship whenever you need to. Items are delivered within 2 days and my order has always been correct. All of these things make Chewy a great, easy place to ship but, its the fact that they really care about customer satisfaction that will have me coming back.

I have been a loyal Chewy customer for years and have always been very satisfied with my experiences with them, however, this changed when Chewy started to use OnTrac to ship my orders. One of the most satisfying things about using Chewy was their fast delivery. If I placed an order in the morning, I could generally expect to receive the order the following day. However, now that they are using OnTrac, I am still waiting for the shipment to make it to my home. It's been 10 days and the package had to travel 357 miles. My first customer service went well. That was when the package was only a couple of days late. They refunded a portion of the order and told me that all future orders would be shipped using a different carrier. My second experience with customer service was not great, but decent. She initiated a replacement order free of charge and told me it would be shipped using Fed Ex. When the tracking information arrived, though, it had again been shipped via OnTrac. My third customer experience was unpleasant. I called to express my frustration with OnTrac and to ask for a full refund for the first order I placed because the product never arrived, and to inquire why the order was not shipped via Fed Ex as they promised. I was told that they can't guarantee which shipper is used, they can only recommend. She checked with her "leadership team" and then told me that OnTrac is owned by Fed Ex, which is completely untrue. Then she proceeded to tell me that Fed Ex is experiencing delays now, too, which is why they went with OnTrac. I told her that while I have no way of knowing whether Fed Ex is actually experiencing delays, I can say with certainty that if I contacted Fed Ex about the whereabouts of my package, I would get truthful information, which is not the case with OnTrac. Bottom line. My first order never arrived and the replacement order sent by Chewy via OnTrac is 'on track' to be 4 days late. In the meantime, I am out of prescription pet food for my cat and will now have to try and find it locally.

I really wish I could say that I loved this experience. It was my first time ordering online. I thought that the current pandemic was the perfect time to try out the Chewy's pharmacy and see if I could save a few extra dollars while I was at it. I regret ever having had that thought.
It's not that I didn't get my order, I did, and more... which I was charged for. On top of that their communications were kind of bizarre and all over the place.

First Chewy said that they couldn't get in touch with my local vet for the prescription items, so they were cancelling my whole order but would refund my purchase. I still needed the items, so I redid my order again, but this time I placed two separate orders. One for prescriptions items. One for not prescription items.

Within a day of first telling me that they had completely cancelled my order, they sent me another email saying that because they couldn't get in touch with my vet, they were going to send my items separately... So I then had to cancel the redo orders that I place. The non-prescriptions item order was cancelled immediately, the prescription cancellation showed as pending. But seriously, like why would you say an order is cancelled and then say it's actually coming in two packaged. There are some pretty obvious cracks showing in their procedures at this point... but I figure I'm far enough into this process that I should at least give it a real chance.

My box with non-prescription items shows up. I'm happy.

Next, they send another email that says my vet approved one medication, but not the other, so they were only sending one of my prescriptions.

At this point I'm getting a little confused and frustrated as this is beginning to feel a little too complicate for an online order, but I called my vet and told them what the situation was, and they were confused too. They had approved both my prescriptions. They told me that they would resend approval for both the medications just to make sure (goodness, I love them.)

I then called Chewy's and they said that, in fact, my vet had sent approval for both prescriptions and that both prescriptions were already in the mail. So... I was like, "What about that email I just got saying that one was denied?" The guy on the phone said it was probably just a "glitch." Okay... I let it go, cause what else am I suppose to do.

I get my second package, and it has both my prescriptions. I'm happy. It was kind of a long drawn out process, but I got my stuff, so that's all that matters. It's all over, right?... well, not quite

Then another week goes by and I get another package with extra boxes of the prescription that they originally said was denied and they couldn't send me at all. I checked my bank account and there were three separate charges from Chewy's. First they charged my for the non-prescription items, then the prescription items, and then for additional prescription items that I did not order.

I called Chewy's again and they said that they were going to send me a return slip and that I would be refunded when the package arrived back at their facilities. Thank goodness I charged it to a credit card. If someone were to buy these things with their debit card, a "glitch" like that could easily make someone overdraft and create a whole other set of frustrations. One good thing that can be said is that their costumer service representative try to be helpful, but I do think that they have their hands tied in a lot of ways. She kind of apologized for my frustration, but honestly it rang hollow. Now, on top of everything else, I have go to the post-office, during a pandemic, to send them a box to get my money back for their mistake. She also let me know that they would count the doses when the package arrived, to which my internal dialog said "BEEAAASSSHHH... I'm not trying to run a scam on you, if anything, it feels like I'm being played!" My external dialog said "that's fine."

Now, I'm just praying that they actually do send me a return slip. Oh, and if you're still with me, remember the pending cancellation for the replacement prescriptions items... well, it's still pending. I'm just hoping beyond hope that they don't try to send me any more items at my expense. I'm so ready to be done with this. Even though it's a little more expensive to buy my prescriptions at the vet, it's 100% worth it to avoid the hassle. Never again.

Thanks for bearing with me team, if you got this far. This is actually my first review ever, but I don't think I've ever had a more frustrating experience with ordering something online. I think this rant was just as much, if not more, for my benefit as it is for yours. If you choose to carry on, don't say you haven't been warned.

Fast shipping and amazing customer service. Once in awhile you might get someone trying to be wise or not helpful but if you just complain and ask for a supervisor, you will be helped and I don't think Chewy keep bad employees around very much. The prices used to be better & much more competitive but now I think they use a bot and they keep their prices as high as the next guy online so I still have to look for sales and coupons with my local pet food & supply stores and worked out a deal with a local pet food guy to buy some stuff from him regularly at a better deal I get from Chewy. But once inwhile Chewy runs a good sale and its worth it to stock up. I find it most convenient buying big bags of dog chow and cat litter - things that are too heavy to lug home from the store. Even if you pay a little more. As long as you buy everything at once so you spend $50 - it is free shipping and you can mail your manufacturer coupons into them and they will give you a credit for them. Most of the time the food is really fresh too - once in awhile they will send food with a best buy date in only a few months but if you complain they will make sure next time they only send fresh food and not the food with the vitamins and stuff already half depleted. Overall they ship fast, prices are pretty much the same or slightly higher on some things as anywhere else but the convenience, fast ship and mostly responsive customer service makes them a reliable and trustworthy company to do business with. And my pets never run out of anything.

I have been a Director of Customer Service in the luxury fashion industry for over 50 yrs so I know a thing or two about a company that DOES PROVIDE PROPER SERVICE. I have been doing business with Chewy for over 3 yrs and rate them as one of the ultimate best companies I do business with. If I ever had an issue with a Chewy order it was resolved immediately with no hassles and the reps were always extremely pleasant to speak with. I also know a thing or two about entitled bratty consumers who feel Chewy have the right to be DOWN RIGHT ABUSIVE to the person that answers the phone with the company they are calling and then leave negative reviews all over the internet. Are you people deaf, dumb and blind? We are in the middle of a global pandemic for crying out loud. People are getting sick and dying... companies are severely understaffed because of it and the mail system is overwhelmed due to lack of staff. Even Amazon is taking 6 weeks to ship my order. So if Amazon can take 6 weeks... no need to go ballistic if Chewy takes 10 days or screwed up your order. Everything is fixable. Yet here you all are $#*!ing and moaning cause you can't get what you want yesterday. Get over it and grow a brain between your two ears and try a little compassion. Chewy staff is working... RISKING THEIR LIVES FOR YOU and your pets and the best you can do is scream at them and leave negative reviews! I may be a born and raised New Yorker but thank God I was raised with European morals and values because Americans have the nastiest entitled temperaments I have ever witnessed and I am over 68 yrs old. HOW REVOLTING it is to read these reviews. How about TRYING A LITTLE TENDERNESS IN YOUR LIVES AND TOWARDS YOUR FELLOW HUMAN BEINGS. No of course not. You don't have the mentality to show some intelligence levels nor to look past your own damn noses to see what others may be dealing with. That person you just screamed at may have had a death in their family... but who cares as long as it is not YOU. STOP BEING SO ENTITLED... God did not give you the seat to his thrown. Yes I placed a rather large order with Chewy 10 days ago and my order has not shipped yet... however I am NOT GOING BALLISTIC ABOUT IT. I am being patient and waiting my turn as there is not a damn thing anyone can do about our current situation. It is what it is... deal with it. In fact when I did call Chewy regarding the fact that an item I ordered was sold out I advised them to switch it to a larger size bag of food and they did so at no additional cost to me. I had also informed them that one of my cats had passed away and I received sympathy flowers just yesterday from them which was so sweet of them to do and they did not have to do that at all. So if a company can go to the extent of sending me flowers cause my kitty passed away... you can take a chill seat and be compassionate with their customer service dept if it takes them awhile to fill your order or make an honest mistake. You attract more bees with honey people... anyone in CS knows if your polite and show kindness and understanding we will bend over backwards for you... treat us abusively... yeah okay lets see how fast we jump to do your bidding... NOT. Chewy employees do NOT have one job to ship your dog food... they have many jobs and part of that job is dealing with YOUR OBNOXIOUS ENTITLED ATTITUDES which is like a vampire sucking the blood right out of you... it is absolutely draining on ones emotions. So what if you were on hold for an hour. When you called Chewy... what about me being on hold for 5 hrs just to speak to a bank rep on the phone cause NYC banks are closed during Covid-19... what about the 27 million of unemployed who have yet to receive a single penny from unemployment and cannot get through to them on the phone for weeks on end... what about those that do not even have food to put on their tables tonight to feed their families! Yet here you all are whining about your orders and how long it is taking Chewy to ship or how they short shipped or messed up your order. Where are your priorities... where is your humanity... where is your civility? Gone with the wind I see. Wow guess the man upstairs is cleaning up the planet and getting rid of evil humans and he sure can find some right here. You are all nauseating and repulsive to be treating employees with a company in this manner during a global pandemic they had nothing to do with nor can control it. CHEWY EMPLOYEES... YOU KEEP DOING THE FANTASTIC JOB YOU ALWAYS DO AND THANK YOU FOR THE FLOWERS AND THANK YOU FOR RISKING YOUR LIVES FOR THOSE OF US THAT DO APPRECIATE WHAT YOU DO FOR US AND OUR BELOVED PETS. YOU ROCK OUR WORLD AND WE LOVE EVERY SINGLE ONE OF YOU. STAY SAFE AND HEALTHY AND KNOW IN YOUR HEARTS THAT SOME OF US DO UNDERSTAND AND ARE SO GRATEFUL TO YOU FOR BEING OUR HEROES.

This review concerns ONLY Chewy's pharmacy + vet diet departments and how Chewy's regular customer service interacts with these 2 prescription-required departments. I have been happy with purchases like toys and treats which do not require FDA approval.

This is a listing of the problems I have encountered with Chewy.com within the past month:
1) Being told I had a prescription from September 2016 for a pet food from a specific vet. Unfortunately, this vet did not begin work at the clinic on file for another 2 years. Was told an employee, while multi tasking, confused scripts from different clients. To be clear, this means that I or another customer could have bought/received medication NOT approved by a veterinarian.
2) On my vet profile, having my dog's name as my vet's name, having vets' names who I do not recognize as ever treating my pets, and flip flopping first and last names for my vet.
3) Within a 6 hour time period, being told that a Palladia, a chemotherapy drug was
A) Temporarily Out of stock
B) Was delivered but would take 1-2 business days to enter the system
C) Availability unknown as it depends on when manufacturer ships
D) Inventory shows 99 Million Tablets available. ( Yes, 99 MILLION)
Something is wrong where Chewy customer service/Vet Diet Foods. Pharmacy seem not to be coordinating with each other. Also, on both the normal and supervisory level, employees seem to be unwilling or unable to use common sense that an inventory of 99 Million tablets for an expensive chemotherapy drug should be a red flag.
I have tried to contact corporate to no avail. However, communicating through Facebook led to an immediate response.

Not only is this a super convenient service with great pricing and super speedy delivery, but I LOVE Chewy.com and will be a loyal customer for life because of their incredible customer service.
After having to say Goodbye to my beloved furbaby of 16 yrs in July 2018, I spoke to a representative a few days later about canceling/returning the AutoShip of her food that I had recently received. This lady showed such care and heartfelt sympathy when I needed it most. I was also so surprised and grateful when she told me that rather than returning the surplus of food I had on hand, I could instead donate the last Autoship to a local shelter in memory of my little one with a full refund. I don't know how often Chewy do this as a company, but this was a great help to me financially since my little one required a prescription diet.
Two weeks later, I had a note on the door from a local florist asking that I give them a call. The very next day, I received a very pretty flower arrangement at work, with a very sweet note signed, "Love, Gloria and the Chewy Family." I had no idea who would be sending me flowers, but I certainly never dreamed it would be my friends at Chewy. I was overcome with emotion and gratitude then and even now as I type this review. I've honestly never experienced such kindness and generosity from a company. Especially from one so large.
Chewy.com is a wonderful company who obviously employs some pretty amazing people. Although I sent them a letter of gratitude then, I can't say it enough; Thank you, Chewy for the personalized service you provide your customers. I can't say enough great things about my experiences with them as a loyal customer, especially during such a difficult time.

In Summary: They're amazing!

Update: I've recently adopted another furry friend and Chewy continues to meet all needs and exceeds any expectations.

Description of Complaint:
I have my dog food on autoship, which had been working out fine. This month I had my autoship set to December 1, which was after I would receive a paycheck. I have had several medical expenses and had low funds available until after the 1. Chewy changed my autoship order to an earlier date and took funds from my account before I authorized, and not only did Chewy do this once, they did it twice. They changed the order on December 29 and took $68.47 from my account. I contacted them, and Isabel in customer service apologized, said a refund would come in 24-48 hours, and corrected the order to December 1 as I had set it. Again this morning, Chewy expedited the order. On November 30, Chewy took another $68.47 from my account. I am now at a loss of $136.94. I needed to order my family $300 in medical supplies, and I now cannot because they took money I did not authorize. This is completely unacceptable to take money that is not authorized before the date approved by the customer. I am at a complete loss until I get a full refund.

Desired Settlement:
Refunded and compensated for my money being taken before I authorized it. Chewy should be fined for unethical practices and correct them

I have been buying from this company for several years. I have rescue cats, and have placed over $3300 in orders from them. I recently I ordered 4 cases of canned organic cat food, with free shipping. When the order arrived the food was pass the expiration date. The company apologized and said Chewy would resend the order. When that order arrived, it was also expired. The CSR recommend that I should ask for a refund since there is obviously a problem with food shipped being out of date, and that it would probably happen again. The rep also stated he would give me an additional 15% discount on my next order due to the inconvenience I had experienced. At that point, I was once again impressed with the integrity of the company, and was glad to be doing business with them. But, this is what happened next. It was time to place my next order. With the additional discount and the rewards I had built up do to my large purchases with them, I placed another large order. The order came to $1,007.15. With the discount of -$251.79, I decided it would be a good time to buy for the kitties. When I started to check out I noticed I was being charged $104.49 in shipping. For years I had experienced free shipping on food if the order was over $49. I called the company and was politely informed that is the way it is now. They looked at my account, and saw I had been a very loyal and profitable customer for them, but again, was informed, "that's is the way it is now." I was very, very disappointed with a company I had done so much business with, and had referred to so many other pet owners. Being a business owner, and knowing the value of keeping a good customer, I thought maybe I had gotten a new CSR, or they were having a bad day, it happens. So, I called back later and was again informed, "that is the way it is now." Giving them one last opportunity, I emailed them, twice. The first response I received was the same as the phone reps. Again, as a business owner, and knowing the amount of food I order, I replied one last time. I was very friendly but informative in my email, copied and pasted as follows, (Hello, The other day I placed an order (prior to using my rewards points) for over $1,100 of cat food. I noticed, and was informed by the CSR (very polite) that free shipping was no longer an option. I am very disappointed. As you can see I have spent over $3,300 with Pet Food Direct, and you have always been my go to company for cat food and supplies, We have cat rescues and buy lots of food. We had some issues recently of expired cat food shipped to us (X2.) I truly understand how that can happen. I own a business also.We received a 15% discount for the inconvenience, but the refund basically paid for the shipping on my last order. I am sorry that I will no longer be using your company for any purchases, as the cost of shipping will now put your prices out of competition with others. Thanks for all the orders in the past, I have always highly recommended Pet Food Direct, but sadly now I will have to find another supplier.
Thanks again.) I never received an email back to this reply. Due to the fact I needed the food, I placed my last order with them for $859.85. Sadly, PetFoodDirect lost not only a good customer, but many of the referrals and customers that had been recommend.

My vet dispensed a daily medication for my dog (Galliprant) that was more than $4 a pill. I checked Chewy.com and found it for about half that price. Chewy handle contacting the vet's office for approval, and they get a new approval for every refill (they notify me of progress by email). I don't have to do anything because it's all automatic. Easy peasy. The medication they dispense is authentic, which is not necessarily true for some online pet pharmacies. I think it's outrageous that veterinarians in the US are allowed to dispense their own medications (usually at a hefty mark-up because it is a profit point for them), so I am happy to bypass that racket and buy direct from a reliable source. Great service! (BTW, Heartguard is also about half the price that my vet charges.)

Update 8/28: After months of approving refills, my vet's office has stated giving me trouble over Chewy filling my dog's prescription. They have no right to do this, any more than my doctor can force me to fill my prescriptions at the medical center in which her medical group operates. I phoned Chewy and was told that they will follow up again with the vet. So it's good to know they will fight the battle for me. It is absolutely unethical for vets to use prescriptions as a profit center. Years ago I had a vet agree to price matching with another online pharmacy (before Chewy existed) so that he could still get a cut if the profit. He said the reason was that it was the only way to be sure I received good quality medications. But I happened to be standing at the counter when some of his deliveries came in, and I saw boxes from the same vet supply and pharmacy I was using! So stand your ground and demand that your vet "allow" you to fill prescriptions elsewhere. It the vet won't cooperate, find a new vet.

We have used Chewy for many years for RX dog food among other things. Every time I placed an order (I would make sure I ordered enough for free shipping), it was here the next day or day after. I was amazed that I did not pay for next day shipping. Anytime we had an issue (such a the dog biscuits being broken), Chewy sent a free replacement. Recently we purchased 3 cases of RX dog food but shortly after it arrived our dog had passed (Buster Brown was 15 years old). I asked them if there was anyone that had ordered this food that they could put me in touch with as it was a sin to waste it. They immediately gave me a credit for the full amount of the order and told me to donate it to a shelter and that the shelter would love to have it. So we did that and thanked them for the unexpected credit.

Today I received flowers (thinking it was for my birthday which is very soon I didn't give it another thought as I thought it was from our son). Just now, my husband said "Do you know who sent you the flowers?" I said yeah probably Jon (our son) as an early birthday gift. He said, "No, it was from Chewy". I was so touched, it brought me to tears. What company does that? Gives you a credit and sends flowers? I just wanted everyone to know that this is a company that truly cares about your pets.

I think I saw a few negative reviews, so I wanted to make sure that I shared my story. Forever grateful, in loving memory of Buster Brown a heartfelt thank you Chewy.

Diane Durante
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