Alleyah Mgo
map-marker Commodore, Pennsylvania

My dogs medicine, *** service.

Same old *** After a week, they said they had to see if it was in stock. I think that should have been done before they took my money. My dog is going to run out of his medication. I've called those *** four times. They can shove their I'm sorry up their ***
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User's recommendation: Look for a online store with better customer service. You can't do any worse

Jerilyn A

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Verified Reviewer
| map-marker Fort Lauderdale, Florida

Worst Online pet store

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Chewy - Worst Online pet store
Chewy - Worst Online pet store - Image 2
The worse company on the planet. I returned 2 Kitty Litter Robots, the buttons would not work. I was told by that operator to keep robot or donate it; I called 10 days later asking where my refund is and told you have to return the Robot; thank god it was still in my garage & not thrown away. Sent back & waited nothing; I call oh your card was not working; no call or email to tell me this, and this could have been cleared up weeks ago. I called today and Lexies the supervisor hung up on me because I was recording; THEY ARE RECORDING. Called back after Lexie hung up on me and chatted with a JIM. Still not happy I have to wait to see if they accept a new card to send money back. Its same bank. A call this afternoon I am told. I looked up who owns Chewys and it is Petsmart the biggest scam company ever. I signed up my two dogs for their Banfield pet insurance. one dog died, I spent a day on phone try to cancel my dogs insurance, my daughter tried on another day, no answer. So I paid for a yr for a dead dog. Next dog died and I changed my CC due to theft, Banfield Insurance turned me over to collect for $35. Every time I applied for anything Banfield popped up on my credit report.If you cannot get a hold of them to cancel what are you suppose to do? 100% Scam company. I will not be using Chewys EVER AGAIN!
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Loss:
$800

Preferred solution: Full refund

User's recommendation: Run

Oluchi Jur

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Verified Reviewer
| map-marker Saint Louis, Missouri

If they would use more than one delivery carrier I’d still order but FedEx sucks

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Chewy - If they would use more than one delivery carrier I’d still order but FedEx sucks
Chewy - If they would use more than one delivery carrier I’d still order but FedEx sucks - Image 2
Chewy - If they would use more than one delivery carrier I’d still order but FedEx sucks - Image 3
Chewy - If they would use more than one delivery carrier I’d still order but FedEx sucks - Image 4
Chewy - If they would use more than one delivery carrier I’d still order but FedEx sucks - Image 5
The first order I did not receive I was told was signed for, but it was not delivered to my address. Then I called for a replacement shipment come to find out two days later after it was delivered a block over and a house over not my street not my address, the driver left in front of one of my neighbors yards in the grass five heavy boxes between 30 and 50 pounds each
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A. Brooke Z

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| map-marker Albuquerque, New Mexico

Used to be good, now they are a nightmare!

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Chewy - Used to be good, now they are a nightmare!
Chewy - Used to be good, now they are a nightmare! - Image 2
Chewy - Used to be good, now they are a nightmare! - Image 3
Chewy - Used to be good, now they are a nightmare! - Image 4
Chewy - Used to be good, now they are a nightmare! - Image 5
Chewy - Used to be good, now they are a nightmare! - Image 6
Original review May 08, 2023

I have used Chewy for several years for my cats food and Breeze litter supplies through their subscription service. Once, they didnt have the EXACT items for my subscription in stock, and I got an email saying I could order replacement items with free shipping (code provided.) The problem is that the code didnt work; I had to buy extra product to get free shipping (I figured it would get used, right?) Then the item came back in stock, and they shipped the subscription!

Suddenly I was buried in product and had spent WAY more than I had budgeted for! I thought it was a fluke until we got a puppy; then this nightmare happened:

I ordered the 54 x 34 x 30 Frisco Heavy Duty Enhanced Lock Double Door Fold & Carry Wire Dog Crate & Mat Kit.

It arrived in a box that had been previously opened and then taped shut again. All the cables to secure things inside the box had been cut, and the pieces had all been shoved back into the box in such a way that they were all caught on each other and bent badly (despite being a heavy-duty metal crate.) We had to cut the box open to get the pieces out. It then took us over an hour JUST TO SEPARATE the parts and another two hours to assemble (as it required bending many of the pieces back into place as much as possible.) When we finally got it together, we discovered that the side door did not latch or swing properly due to bending in the frame (we tested the door before assembly; it swung and latched fine.

However, once held straight, there is not room for the bent pieces to flex enough to work.) Also, the bars dont line up with the latching mechanism. Finally, the ad says (in three places) that there is a divider, but there was not one in our box.

Chatting with a Chewy rep, I asked to be sent a replacement panel for the one broken side preventing us from using the crate as intended. I was told this could not be done (which, I get, in theory. But why pay to ship a whole crate here and back when we only need one piece?) I was offered ONLY two options:

1.

Spend another $216 to buy another crate and eventually get a refund or

2. Request a replacement

BOTH of these options, I was told, could be completed ONLY AFTER I disassemble, rebox, and return the entire crate we had just finally put together. Other than repeatedly saying that they understood I was frustrated, there was no consideration for: - the time and energy I had already spent assembling the crate

OR - the time and energy I would have to spend disassembling the crate

OR - the week I had already spent waiting for the crate to arrive

OR - the MONTH (at least) I would spend with a puppy but no crate because I would have to wait 5-7 days for the box (which I had to specifically ask how I would get one before they said they could send me a new one) to arrive, then rebox the crate, then notify Fex ex it was ready to be picked up, likely wait 1-2 days for them to pick it up, wait 5-7 days for the box to get back to Chewy, wait god knows how long for the replacement to be processed, wait 5-7 days for the replacement to ship out, cross my fingers that the replacement wasnt also broken, and finally assemble another 32 cubic feet of crate.

OR - if I bought a second $216 crate, the week IT would take to arrive, AND cross my fingers that the replacement wasnt also broken, AND finally assemble another 32 cubic feet of crate.

OR - the fact that Chewy sold me something someone else had obviously returned without even checking to see if it was in a condition to resell and/or if all the parts were still there.

***I was notified two days later that they can not, in fact, send me a box to return the crate in, but I am welcome to buy one from Fed Ex!***

It is NOT MY FAULT that Chewy failed to verify that the previously returned item was not damaged.

It is NOT MY FAULT that Chewy failed to confirm that all the pieces were in the box before reselling it.

It is NOT MY FAULT that the crate is bent so badly that it doesnt work properly.

But Chewy apparently thinks it should be ENTIRELY MY RESPONSIBILITY to do all the work (multiple times,) be out twice the cost of the product, buy a replacement box, be without the product I paid for, and/or eat the loss entirely.

I did not ask for a free crate.

I did not ask for a discount on my crate.

I did not ask for a credit.

I did not even ask them to provide me with the missing divider.

I ONLY asked them to replace the one panel, which was so broken it rendered the entire crate non-functional!

I do not find this to be acceptable customer service.

So, we suspended our subscriptions and sent in a review of the crate, including our opinion of Chewys service. That review is under review (and has been for four days as of 05/08/23.) We will see if they actually care or not.

In the meantime, if you get a large or bulky item that appears damaged in any way, send it back immediately. Dont try to work with it, or you might be stuck with it.

View full review
Loss:
$216
Pros:
  • Subscription service is nice
  • When it works
Cons:
  • Customer service is abysmal

Preferred solution: Replacement Panel Replacement I don't have to wait a month for Replacement I don't have to pay for a box to get Replacement I don't have to buy a second crate to get.

User's recommendation: Buy from a local, physical store near you.

Glennie Ire

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Verified Reviewer
| map-marker Chapel Hill, North Carolina

Where is my dogs medicine? It was supposed to be here in 1-3 days. It's not here.

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You took my money and information for my dogs meds. I was promised it it would be delivered within 3 days, it wasn't. When I called, I was told that you had not been able to get the Dr. To confirm the meds. You should have called me and not made promises you don't keep. There was no follow up to me or the doctor. Very disappointing. Not professional.
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User's recommendation: They don't follow up with Dr. for the meds. Very disappointing. They were quick to take my money through.

Resolved
Carole M Aff

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Verified Reviewer
| map-marker Liberty, Indiana

Resolved: Sent to WRONG ADDRESS AFTER CORRECTION 3 TIMES

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Updated by user Mar 24, 2024

Company fixed the issue and I have been provided with apology.

Original review Feb 23, 2024
I corrected the shipping address five minutes after the order, and yet the incorrect delivery address kept coming up. Three days ago customer service assured me the delivery address was changed, however today the wrong delivery address still was showing this AM and sure enough it was delivered today to the wrong address. I am happy Chewy is expediting another shipment to the correct address -- but something is completely wrong that this address wasn't corrected in the system. Customer Service tried to help but the Chewy system sucks
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Pros:
  • Correct their mistakes
Cons:
  • Shipping can be messed up
  • Even sending the wrong product

Preferred solution: Deliver product or service ordered

User's recommendation: Never have any other address's in your address file - the Chewy system might pick them up for no reason

Joshua C Xxy

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Verified Reviewer

Disrespectful customer service

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Orders kept getting canceled.. i would still get charged..i had a supervisor call me a liar! Because of errors on chewys end.. there are several order #s that were created that i can not pin point it to just one of them..which is all it should have been..due to disabilities my only way of shopping is online..and since i rescued an abused dog sept 9th chewy was unable to do this
View full review
Loss:
$167
Pros:
  • Products i need
Cons:
  • Not reliable
  • Customer service
  • Being disrespected

Preferred solution: Apology

User's recommendation: Do not look for help

Resolved
Majestic Npt

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Verified Reviewer
| map-marker Fort Mill, South Carolina

Resolved: To check price of thyroid medicine and Royal Canine Renal A dog food

Updated by user May 02, 2024

Company fixed the issue and I have been provided with apology. No real issue.I had to get written prescription from Vet

Original review Apr 16, 2024
Nothing untoward happen. I just got the written order for the thyroid medication which I need to mail to you.
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Anonymous
map-marker Bourbonnais, Illinois

No access to my account

Chewy - No access to my account
For two days Ive been trying to access my auto ship to change it and it tells me oops and I cant access my account or anything on chewy. It wont let me sign in
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Resolved
Katherina P Lzy

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Verified Reviewer
| map-marker Blackburn, England

Resolved: Problems with order

Updated by user Apr 03, 2024

Company fixed the issue and I have been provided with apology. I talked to a rep and they were able to settle it for me on the phone quickly

Original review Mar 19, 2024
I am on an automatic delivery and I got three deliveries in one month and they were not my regular water
View full review
Pros:
  • Easy for seniors
Cons:
  • Pricey

Preferred solution: Deliver product or service ordered

User's recommendation: do not just fuming quit call a representative. They are helpful and they want to help.

Anonymous
map-marker Wapwallopen, Pennsylvania

Refund for a order

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I ordered a harness for my 10-year-old red nose pitbull that I thought would have therapy dog written on it. But it was just the plain harness they replaced I had to repay for another harness but they let me keep the one that I had to donate if I wanted to and they sent me the correct one I got my refund for my first harness I just wasn't sure that they did it.
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User's recommendation: If you're speaking to customer service. Make sure you let them know what you need the product for.

Kenneth D Aam

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Verified Reviewer

Inappropriate Chewy emails

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1/22/2024 As a repeat, dedicated Chewy customer, communication is of upmost importance to me. Over the past months, I began receiving emails from Chewy entitled "What Do You Think?", requesting a review of my recent orders for both dog food and pharmacy meds. I responded by asking not to be sent these emails. However, I then began receiving several more asking me to "Rate" several of our Stella's medications. As a canine lover, I maintained the opinion that only a Vet had the credentials to comment on medications and would first require the results of lab testing and analyses to make such an assessment. (I relayed this to Chewy yet continued to receive "What Do You Think?" emails. My position also applies somewhat to dog food ratings.) Chewy responded indicating that my request would be elevated resulting in the discontinuing of sending me these emails. At that juncture, I presumed that the matter had been resolved. However, I began to receive these identical emails this week. Chewy responded to my recent concerns by stating that my email account would need to be deleted should I not want to receive these emails! Frankly, I found this to be unacceptable and asked Chewy to interact (again) with their IT team to suppress the sending of these emails. At this juncture, I would prefer to remain a Chewy customer including our Lab Stella. She recently tore one of her stabilizing tendons and will require corrective surgery. Chewy recently sent Stella a squeeky toy to help with her injury which was a pleasant surprise and much appreciated. Hopefully, Chewy corporate has the ability to interact with their IT people to ensure that I am not solicited to write reviews for dog food and medicatons. Thanking you in advance... Ken DeFilippo constrmgronsite@***.net 973-943-****
View full review
Pros:
  • Timely delivery
Cons:
  • Inconsistent customer service policies

Preferred solution: A response from Corporate related to today's email.

Darlene S Ngp

Autoshipment

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I can't get thru calling, medic person keeps answering for special gift. I can't get thru to talk to chewy
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Preferred solution: Phone number to call direct to customer service

Rebecca S Zuq

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Verified Reviewer
| map-marker Kansas City, Missouri

Messed up. Orde up until now everything's been okay I just need to make a few changes and everything will be perfectr

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Chewy - Messed up. Orde up until now everything's been okay I just need to make a few changes and...
Chewy - Messed up. Orde up until now everything's been okay I just need to make a few... - Image 2
I accidentally ordered the wrong product I also accidentally ordered the wrong puppy box I'm going to go ahead and keep the chili box for the puppy I'm just going to reorder the other box next month and I need to order greenies feline catnip chews with catnip that's what I want to come every month but other than that my order was perfect
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User's recommendation: Just be careful what you order make sure you double check so that way you don't order the wrong thing

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