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Chewy cutting corners and (literally) breaking customers' backs
"Shipping Issues! I've been a customer of chewy.com for over two and half years, receiving autoship orders of dog food monthly. Recently, chewy.com started packing TWO 30 lb bags of dog food into a SINGLE box. (Each bag used to arrive in its own box.)1) The box is too small to actually hold both bags. Thus the box is overstuffed and falling apart by the time it reaches my house.2) The box is too heavy to lift. It weighs over 60 lbs! Thus, this requires me to disassemble and unload the contents on the doorstep (last time in the pouring down rain), or wait until my neighbor's husband gets home from work to carry the overloaded box into my house.I'm sure this is a result of a cost-cutting initiative gone awry or related to the recent purchase of chewy by Petsmart. When I called customer service, the nice rep stated they could set it up to ship in two boxes like it used to, but I would have to now pay more for shipping. This is totally unacceptable. After many years of loving chewy.com I just canceled my ongoing autoship order. Additionally, the $400 of xmas gift purchases sitting in my online cart is getting deleted instead of bought. You just lost a long-time customer."
Best Service I Have Ever Had
"I am beyond impressed and satisfied with Chewy. It's amazing how fast the products I order arrive it's almost like magic. The prices are extremely reasonable for the quality of service and speedy shipment. Even when things don't work out the process is so smooth. I recently ordered a bird cage that didn't quite fit my needs. I called and explained my problem, was told I would receive a refund and the only thing I had to do was donate my cage. I was shocked! Mainly thankful I didn't have to disassemble the complicated cage... I have already emailed 3 different shelters in the Houston area if they are in need of a cage. I also told 3 different people in my office how above and beyond Chewy is. Thank you so much! I am a life long customer."
Quick, Kind, and Excellent Service
"Website: Easy to navigate, easy to shop, easy to purchase.Shipping: I love the quickness of shipping on purchases over $50! Products: Packaged well, boxed efficiently, and always in perfect condition!Customer Service: I accidentally purchased the wrong size filters for my turtle aquarium. My customer service representative, Jacquelyn, quickly responded to my email. She refunded the cost for those filters, recommended me donate them to a shelter, created a cart for me with the correct filters, and she waived the shipping cost. It was all my fault, but chewy.com corrected the error anyways!I will continue using chewy.com for my pet needs! Thank you for your awesome work!"
Best customer service experience of my life
"First of all the shipping is so fast, the items that they carry are the best but the most important to me and what makes me a loyal customer it's their customer service. It is a breeze to reach someone, they are so friendly and helpful. I have never had such a pleasant experience. I use amazon a lot and I though they were the easiest in terms of return but that was until I use Chewy, I will never buy anywhere else for my pet. Thank you guys you restored my faith in humanity!"
"I usually like Chewy, so I wanted to use them instead of Amazon for their 1-2 day shipping. I was leaving four days after I placed the order (or 3 to be fair, since I placed the order in the evening), and needed a better pet-carrier for my cat. I contacted them before placing the order to make sure it would arrive on time, even though it was only 3 days before I left, and they assured me it would. Great. One part of package arrived the next day, and the shipping information was constantly updated. However, not for the carrier I needed, it still just said the shipping label was created. Worried, I asked Chewy again, and they assured me it would arrive by Friday, and that they could see in their system it would arrive by 8pm, FedEx just hadn't updated their public tracking services. Friday 8pm rolled around, and still nothing, so I called Chewy and she promised me a refund if it didn't arrive by the following morning and that they would get the package to me, she would call FedEx and call me back with updates. Nothing. So I spoke with someone on the chat who went ahead and ordered a replacement to the address (after telling him the reason I needed the carrier was because I was leaving today) and I knew no one would be home and the whole reason I needed the carrier was for my travels. So I called, and the woman on the line was not helpful in the least, and went ahead and cancelled my order and issued the refund. Usually I would have no problem, mistakes happen, but I kept asking along the way if the package would arrive on time because I needed it by a certain day. I've never had this happen with Amazon, nor have I experience customer service this disjointed, everyone telling me different things ("We can't see what's happening to a package until 3 days after, so we don't know if it shipped or not" to "I can see in our system that it's on it's way to you right now")."
Amazing prices and a low requirement for free shipping!
"Amazing costumer service and great supplier; were very happy to answer all of my questions and even suggested a few great items! I love being able to get all of my pups wants and needs without emptying my purse! Best part, not having to leave my house to do all my shopping! ^_^"
So Fast and Never a Let Down
"I am sure that the Post Office folks aren't fans, but I can tell you that being able to order cat litter online and get it the next day is a HUGE boon to me. I know that they are still a fairly new company, and later on, the prices may rise and the shipping times may falter, but I am enjoying this while I can still get it.THANK YOU Chewy, for your incredibly fast shipping and wonderful customer service. "
OUTSTANDING ! These people CARE !!!
"As an older, retired couple, we have been using Chewy.com for over a year (everything comes directly to our front door & no more lifting and carrying & lifting & carrying & lifting & carrying from shelf to cashier to car to home). As promised, our cat food & kitty litter always arrive in the 2 day window. Once Fed Ex lost the kitty litter box and Chewy initiated a new order that same day & it still arrived in 2 days. I had emailed Chewy about the kitty litter (Dr. Elsey's Kitten) because our kitty has terrible sinus infections ($300 vet's antibiotics) and this litter really is 100% dust free and keeps his sinus healthy (!!), and Chewy customer service emailed back that everything was taken care of and would I send pictures of my kitty ... I DID!! A couple months later, as an amazing unexpected wonderful surprise (!!), Chewy had commissioned a pet portrait for us of our little kitty. WOW!! Great products; better price than the big box stores; unequaled customer service; and now, a portrait of our furbaby. This company is OUTSTANDING! These people CARE !!!"
Amazing Customer Service
"Although the tracking information indicated that our order had been delivered, it never arrived. I call Chewy's customer service and no questions asked they simply (and immediately) replaced it at no cost. Then, to our surprise, two weeks after our original order should have arrived, it suddenly appeared. I called Chewy's customer service to tell them that, in effect, I had received two shipments for the price of one and no questions asked they said that since it hadn't arrived in a timely fashion I should either keep it or donate it to a shelter. What more can you ask from customer service. Also, their prices are excellent and delivery is VERY prompt. Great company."
Cheryl from Chewy.com - this company cares about their customers!!!
"My daughter and are rescuing a little puppy and ordered mulitiple items on chewy.com in preparation for bringing her home. We received our packages but got duplicates of the excercise gates instead of a crate and were missing other items. I called the customer service number right away as we only have 3 days left until she arrives and need the crate etc. I explained the disappointment and urgency to Cheryl- the customer service person and she was so awesome! Cheryl asked about our situation and was incredibly kind and reordered our items straight away - no charge! In addition, she gave us the duplicate items that were sent for free instead of returning them so we could give it away or donate as we wish.She asked All about our new puppy arriving (Izzy, Hurricane Harvey rescue) and was genuinely interested in making sure we would be taken care of.Chewy.com is hands down THE BEST customer service experience I have ever had!! Keep it up and take care of your good employees! Thet really makes a difference to your customers :-)I’m a fan and customer for good now !Jen -NYC "
"I ordered a winter coat for my dog from Chewy.com. It came in the mail in just a few days and was exactly what I ordered. Unfortunately it did not fit him. I called their customer service where they answered on the first ring. The woman was extremely pleasant and kind. She credited my account and instead of having me return the product, she asked that I donate it to a local shelter in need. I was blown away not only by their service but their kind regard for others. I will certainly be buying more products from them in the future! "
OUTSTANDING SERVICE AND QUALITY!!
"I HIGHLY RECOMMEND ordering whatever you might need for any of your fur babies. I recently ordered an extremely nice 72-inch cat tree. Well, ONE bolt was missing. It was a 61mm bolt. I wrote them a letter explaining everything else was fantastic. The delivery time and quality of the product... but my fiance just needed this one bolt to be able to finish putting the tree together. Their customer service goes way above and beyond what is expected. Since they don't carry that part separately they are sending me a whole new 72-inch cat tree at no charge. I am telling you.....it is far and few between that I get this kind of great service and great quality. OH..and the cat tree will be here tomorrow or the next day. CHECK Chewy.com out. You won't be disappointed."
Best shipping options
"They had just what I was looking for with less cost to me. Plus the online ordering makes is convenient to shop for my pets needs anywhere anytime. The best part is I can have it auto-shipped in my timeframe and can change shipping items or quantities to reflect my needs every time an order is to be shipped. "
The best customer experience ever!!
"Amazing customer service!!! I had a problem with an order and they cancelled it immediately, they responded super fast. They even asked for a picture of my furbaby and then the other day I got a package, they had a custom portrait done of my puppy!!! Soo happy that I've chosen chewy to get my puppy food. I live in the mountains so the fact they ship right to my door instead of my p.o box is great!!! I've saved a lot of money by ordering my blue buffalo from them instead of going to the pet store. Amd you cant beat the selection. Plus saving all that gas money and they have free shipping. 10/5 the best experience I've ever had with any company, I LOVE chewy!!!"
Customer Service WOW!
"I just started using Chewy. My dog continued to get Pancreatitis and my vet recommended Chewy for his food. A few days in my dog was very sick so we stopped the food. Chewy Customer Service gave me a 100% refund. They really cared about my dog. Today, in the mail I received a gift from them. Two small canvases of paintings of my dogs along with a hand written note. It doesn't get better than that. Chewy was A+ all around. Thanks Chewy."