Chewy
4.5
6.2
Overall Score
Jennifer Prater Fairfax, CA
My vet recommended a special dog food to help with my girl's terrible allergies. I found it on Chewy for much less than at the vets. I regularly purchased food and treats through Chewy for about 6 years and never had an issue.
Last week my beloved Bella dog passed away. We just received a large and rather expensive (special allergy) bag of food. When we called to ask if we could return it they refunded the cost, plus shipping and tax and asked that we donate it (which we did).
As if that wasn't amazing enough today we received a dozen red roses and a personal card. I am speechless. I can't remember another company ever showing the kindness that they did. I'm a customer for life.
7 years ago
Kim H Lawrenceville, GA
I love using Chewy.com and I always know that if there is ever an issue (this is life, they happen) that the customer service team will make sure any issues are resolved. I've been getting my babies prescription allergy medication from them for a while and now that she's suffering with bladder stones I am getting her prescription diet from Chewy.com as well. I was so surprised to get an email from them about a week after my order from one of their agents that handle verifying the prescriptions, or some position that would be aware of a change in her needs, checking to see how Layla was doing. That was so unexpected but it showed that they truly pay attention to their customers and the ones we love and take care of. Even if they have some sort of system that scans orders for changes like these to follow up on it still means they care enough to set up such a system and make customers feel like they matter. All in all Chewy.com is a great service (I don't have to lug home heavy products, they have a great selection (better than any ONE store you can find), their prices are always reasonable and sometimes down right awesome and last but certainly not least their customer service is AMAZING!!
7 years ago
Cyndi M Hamilton, MT
I love this company! I have purchased our dog food from them for years. I love the prices and the auto ship options. Recently, we lost our wonderful Sadie we had for 12 years. I had just received an auto shipment when Sadie started having medical problems that lead to our loss of her. I called customer service to see if I could return the shipment because I had not even opened the box it came in. I spoke to Kenneth and he immediately said how sorry he was for our loss and refunded our money. He told me to donate the shipment to an animal shelter of our choice in Sadie's name. I was so touched by his kindness and understanding. A few days later, I received a very beautiful sympathy card and flower bouquet from Chewy! We took the shipment to our neighborhood shelter and explained what Chewy.com had done. They were very impressed! In this day and age, it is so refreshing to deal with a company who really cares about their customers. I just received a Christmas card in the mail today thanking me for my business! I have told everyone I know how wonderful this company is! Thank you Chewy!!
7 years ago
Meli M. Miami, FL
Chewy is like no other. I LOVE going to big name brand places (I’m sure we know which ones) bc I love taking my dogs and shopping around but Chewy’s customer service has impressed me so much that I feel like I owe it to them to only buy from them/ I’m impressed. They’re prices are unbeatable (especially on holidays aka Black Friday I bought everything) and their customer services is IMPRESSIVE. They send me hand written thank you letters and have even helped me over the phone with my order at 8 pm. Yes, real people answer the phone when you call. Im just a regular customer( or client at this point). And they’re the only ones that sell Oravet which my dogs and I are a HUGE fan of (I’m a vet tech and want only the best for my pups). 5 stars for chewy.com
7 years ago
Happy Customer Griffith, IN
Love Chewy! Order all the time, so fast and easy. I’m sure your customer service is excellent. However everything has been so great I never had to contact them. Keep it up! Great prices, fast delivery. We recently had a customer service class at work. Called World Class Customer Service. We talked about the best and worst companies for customer service as far as communication. Chewy was one of the best. I love the way u keep me informed of when order shipped, where it’s at and when it will arrive. Please don’t change. Your doing everything right! Oh and thanks for the Christmas card😀
7 years ago
Leslie Tompkins High Point, NC
What a wonderful company. I had the best experience during one of the hardest times in my life. We had purchased specialty food for our dog who had liver disease. Due to his loss in appetite and untimely death we we're unable to use the food. I called Chewy not expecting that they would be able to refund us for an opened bag of perscription food. The rep was wonderful, he told me he was so sorry for our loss and immediately refunded us the money. He told me to take the opened bag and donate it to a shelter ir rescue group. It made this difficult situation just a bit easier and made me smile at their kindness. Thank you chewy, you will have our business for life.
7 years ago
Hannah Broken Bow, NE
I just wanted to take a minute to brag about this AMAZING company! I recently made my first purchase through chewy.com and I will never shop anywhere else for any dog supplies! My first purchase was of Purina Puppy Chow. My 13 week old Lab unfortunately did not like it. So I called Chewy to get a refund started. As the employee is processing my refund he says to me, “you know what, this brand of dog food is such a popular brand, I’m going to issue you a full refund but don’t worry about sending it back. Go ahead and donate all 3 bags to a shelter of your choice” Y’ALL😭 I about cried. How awesome is what??? I was so impressed with the customer service they provided and now on top of that I get to donate 3, 32 lb bags of dog food to shelter dogs!! Like I said, I will never shop for dog supplies anywhere else again. I HIGHLY recommend this company!!
7 years ago
Karen Concord, CA
November 10,2018 I call Chewy and spoke with a very professional agent Tiffany who patiently heard my issue. My Great Dane was prescribed a special prescription kibble by my vet. She gave me a sample and I immeidately ordered the kibble through Chewy. When I gave my great dane some of the sample he absoulutley refused to eat it no matter what I put in it to get him to eat it. Tried three days no luck. Chewy not only are giving my money back they are allowing me to donate the kibble to my vet for dogs who need this type of speciaized food but the owners may not be able to afford. Thank you Chewy you are the best and will order items from you again. I will also spread the word to other dog owners. Karen
7 years ago
baby and phaedra Boiling Springs, SC
I love love love chewy!! I use the eagle dog food and can only normally find it at a local pet food store and it is so expensive. Plus there hours are not great, they close so early. Anyway i found that chewy had the same dog food for about $20 cheaper and I could have it auto shipped every month or however often i needed it. Plus the auto ship saved me a few more bucks. Also found the ear drops (Zymox) there so much cheaper than my vet offered it and also heart worm tablets. Both were half price compared to my vets prices. I love saving money and love having the products sent to my front door. They always arrive when they are supposed too, and They are always so friendly and helpful if I need to call to change my auto ship or if I have a questions.
I would highly recommend checking out chewy if you want to save $$$$. Thank you chewy!~!!
7 years ago
Kathi Indianapolis, IN
About 3-months ago, our 15 year old Pembrooke Welsh Corgi was put an a prescription food (Royal Canin) for gastrointestinal issues. We purchased this from Chewy.com because their price was better than the mall stores. I have never dealt with such a customer driven company. Being a Sales Manager for a large metals company, I am keenly aware of extraordinary effort. Chewy.com has exceeded my expectations. My corgi passed away last Monday. We still had 32 cans of food left. When I asked if I could return for credit, Austin at Chewy.com issued full credit and asked me to donate the cans to a local shelter. No concern about the loss of revenue, just care for my family and our loss. Today, I received a bouquet of flowers with a lovely card from Austin and the folks at Chewy.com. Honestly, who does this anymore??? Chewy.com does. After we have healed a little, and memories illicit smiles to go with the tears, my family will have another dog. We only go to Chewy.com for all of our pet(s) needs. Someone once said, "There's a difference between human beings and being human." Thanks, Chewy.com, for knowing that difference.
8 years ago
Rebecca J Howe
This company has amazing customer service. Far superior to any other company I have ever dealt with. They are prompt at correcting problems with shipped products. The prices are very competitive. Shipping is quick. But what I want to say today is about what happens when your pet dies. Chewy is supportive and caring. You are part of their family. When my dog passed away I asked about returning unopened items I had left. They gave me prompt credit on every inventoried item and then said "don't return - just donate the items". They asked me to send pictures and I sent one of my cat and the dog who passed. They later sent me beautiful flowers as condolence. Then today I opened my mail and they have sent me another hand written card and enclosed two original paintings on canvas ready to display. One picture of each of my pets. I cried and was so touched by their sympathy and connection to me and my pet family. Amazing group of people.
8 years ago
Tracey Yankee Bunnell, FL
I am an extremely particular consumer. Whether I'm doing business over the phone, internet or in person, I expect positive customer experiences. Just when I thought I couldn't be happier with Chewy. Today I was surprised by a hand written thank you card by one of their employees, Brett S. Last week I placed an order for a prescription kibble for my sweet Pug/Shih-tzu, Smudge. I responded to the emailed request about getting a script from my vet. Brett took my call for assistance. Of course, I received excellent and personable customer service, as always. What makes this card extra special is that Smudge had to go to sleep two days ago. He was my sweetest 15 1/2 year old boy who brought me and everyone he met so much love and happiness every single minute of his life and I miss him tremendously. Thank YOU, Chewy, for being a company who is sincerely committed to and successful with providing top shelf positive customer service.
Cookies and Catnip to you!
Tracey Y. Bunnell FL
8 years ago
Smahane Nounouh Brooklyn, NY
Amazing service and customer service.
I was pretty happy with chewy auto shipping my dog and cat food and supplies. I also like that it always takes them less than two days to ship my orders. But I have to say that they surpassed my expections when my 15 years old cat passed away and they refunded me an order that I had just received. Customer service was very understanding and just asked me to donate all the items rather than sending them back to them. Not only the gesture was very nice, they also showed a lot of compassion by asking me to feel free to talk about my grieve and share pictures of my dear cat. Thank you Chewy for this fresh breeze of generosity and compassion. This only showed me that you care about your fur customers as well as their owners.
8 years ago
Dawni Canton, MI
Have been using Chewy.com for the last year, primarily for pet food. Love the auto-ship, I can adjust it any way I want and it always arrives in 1-2 days after it ships. My most recent autoship arrived 2 days ago. Included in the shipment was the regular Royal Canin food I feed my dog. When we opened the new bag and tried to feed him, he sniffed at it and walked away. He did this at every feeding for a full 48 hours. He was not sick at all and would eat anything else (treats or other food) that we offered him. He just seemed to immediately reject the new bag of food for some reason, despite the fact that this was the exact same food he has been eating for months. It was like he didn't like the way it smelled, which made me concerned that it was expired or spoiled in some way. Called Chewy. First of all, was very impressed that my call was immediately answered by LIVE HUMAN BEING - no automated phone system. After explaining the problem, the customer service representative promptly offered to ship a new bag of food out at no cost, and advised me to call them back with the lot number for the food if the same problem happens again. The whole call took less than 3 minutes. Great customer service!!!
8 years ago
Roxanne Bolte Litchfield Park, AZ
I have been using Chewy's for the past two years and have never been disappointed in product or service. At Christmas, both years, we received a hand written card which I find surprising considering the amount of customers must they have. My little dog had Cushings disease and I had to put her to sleep two weeks ago. I had just received an autoship with dog food. I called to see if I could return it since it was unopened and I still had the box. They had me donate it to a local shelter and credited my account. Today I received a handwritten sympathy card from the person who took my phone call. I think this company is remarkable. They are striving to keep a personal, small town shop feel while they are in fact a very large company. I give them a 10 out of 10 in all areas
8 years ago Edited September 14, 2021
Susan Dansereau Uxbridge, MA
Best company I have ever dealt with. My cat had kidney disease and needed prescription food. My vet recommended chewy.com. The staff was kind and very pleasant to speak with on the phone. This Tuesday two years after I started him on his new food, I had to put him to sleep. I had just received my order of 2 8lb. bags or dry food totaling almost $100. I also had 2 opened cases of can food which they gave me full credit for one case and partial for the other one. They credited my credit card and cancelled my autoship with no hassle. I asked them how I ship the food back to them and they told me to donate it to the local shelter, which I did today. It was almost $150 worth of food. Needless to say they were thrilled. If this wasn't enough the day my cat was put to sleep there was a knock on my door, and there was a delivery from the local florist. Guess who the flowers were from? Chewy.com! with a nice note. I will never forget what a great company this is and plan on doing business with them in the future.
8 years ago
Katherine Vallera Los Angeles, CA
I've always had positive experiences with Chewy's customer service. I especially appreciate their 24/7 customer service, where there's always a human to pick up the phone (no automated teleprompters!) Recently, I learned that Chewy also gives jobs to artists to paint personalized oil on canvas pet portraits as gifts for their customers. Turns out they'd just sent a personalized portrait of my cat the day before I called to share the news that she had passed away. In condolence, they sent a bouquet a flowers that arrived at the same time as the portrait and it was honestly one of the most touching gifts I've ever received. It changed the negative of losing my pet to something more positive with this beautiful work of art. Thanks to Chewy, I get to remember my pet by her portrait, which currently sits on my work desk next to the bouquet of fresh flowers. Just like my cat used to sit on my work desk, although I can't say she ever smelled like fresh flowers! It was so thoughtful of Chewy to send this gift with their sympathy and everything I needed at the time of her loss. Thank you, Chewy, for showing such compassion for animals as well as the humans who love them.
8 years ago
Ann Nightingale Boulder, CO
I wanted to praise and thank Chewy for all their help and support in the orders I have had with them. They have been excellent in handling any concerns I have expressed to them. My pet recently died and I had to cancel future shipments of special prescription foods and other products I used for my cat. Siera asked if I had any food left over. I told her I would donate what I had left to the Humane Society. She went ahead and gave me credit in my last order of prescription food. She and the Chewy family also sent me a beautiful bouquet of flowers with their condolences. They have gone above and beyond any of my expectations. I am very grateful for all they have done for me and so I wanted to share this. Their products have been good and shipping has always been prompt. Thank you, Siera and the Chewy family for everything you’ve done for me and my buddy. He meant the world to me.
8 years ago
Mary White Shawnee, KS
Our cat required a special, pricey renal food diet. I was pleased at the savings we found, and the free delivery options. Now months later, our cat r passed away. I called to see if any of the unopened cases could be returned. To my surprise, and pleasure, they went above and beyond to credit me entire amount, and suggested I pass on the food to a cat shelter. (Which I was pleased to do). But more important, the customer service rep was sympathetic to our recent loss of a 4 legged family member. Within a few days, we were overwhelmed when a sympathy card and bouquet arrived. What a great business model- great service that they also put their heart into.
8 years ago
Jennifer Stefanow Sedona, AZ
I adore Chewy.com, and I'm so glad I found them!! I live in a rural small town, and while we have a Pet Smart, it's way overpriced given my location. The nearest shopping center is 20 minutes away. I saw a commercial for Chewy, and I decided to give them a try. Their prices are cheaper than even Walmart! They are really great prices on brand name pet products. Plus, I don't have to drive 40 minutes round trip wasting all that gas just to pay slightly higher prices at Walmart. I just have my order autoshipped every four weeks, and my cats are never without food, litter, treats, fountains, etc. I really can't say enough great things about this company. They are amazing!
9 years ago
Dani
Fast shipping, great prices, and professional customer service. I use it for my dog who needs all kinds of special products, medical and otherwise. I've purchased several items (clothing, prescription diet food, training items), and I've never had any problems.
I've called their customer service line several times to ask questions about products, and the service has been great. Everyone I've spoken to has been friendly and professional. I've never been on hold for more than a couple minutes and most of the time, they pick up right away.
I would definitely recommend it to any pet parent.
9 years ago
Rosemary Wheeler Riverview, FL
Chewy.com you are the greatest... My heartfelt thanks goes out to Chewy.com and Bryan, whom represents their company with great respect and compassion. I have a houseful of fur dog babies and suffered the loss last week of our beloved 12 year old Basset Hound. With mourning the loss of Fred, we forgot to change the large order of dog food that we purchase every month from them. Usually my order from Chewy is $80 to $110 every month. I called Chewy.com and spoke with Bryan and told him my story that I was no longer in need of the three cases of wet dog food that I order every month since Fred was no longer with us. I was planning on returning the food at my own shipping expense for a credit on my account. To my surprise and delight, Bryan from Chewy showed great compassion towards my situation, offering great words of encouragement to remember the good times we shared with Fred. Bryan gave us a refund and credited the amount back to my checking account for the three (3) cases of food and told me to donate the food to the Humane Society in honor and memory of Fred. I will continue to order from Chewy.com for my smaller fur babies I still have. Thank you Chewy for your great compassion and support you give to your family of customers and caring about the animals and their humans. — in Riverview, Hillsborough County, Florida.
9 years ago
Ken and Judy San Jose, CA
We just found Chewy.com a couple months ago and only had the opportunity to place 2 orders with them for Vet recommended special dog food. Their prices and delivery service were fantastic. But that's not why I'm taking time to post this review. My wife and I had to put down our 9 year old Beagle, Hunter yesterday. I went online and chatted with Jasmine a little while ago to see if it would be possible to return the unopened bag of food. To my surprise we are being credited for our purchase since we plan on taking it to our local Dog Shelter instead of having to ship it back. Chewy.com gives me hope that there are still great Companies with good old fashioned Customer Service and Policies that are more important than the bottom line on their P&L. I will be sharing our story with all of our family and friends because Companies with compassionate employees like Jasmine need as much business as we can give them. My wife and I are still in shock and working through our loss but this experience gives us great comfort to no end. Thank you Jasmine and Chewy.com friends!
9 years ago
J. Fonseca
Chewy Customer service ROCKS! I started ordering Kobes food from chewy, they have a great price on wellness and shipping is very quick. So we decided to buy a couch cover from them to protect our new couch, I ordered the WRONG size it covers most of the sofa, and was way to big, I was trying to order the one that only covers one seat, so I called customer service the experience from beginning till the end was great! They listened and took care of everything, the guy ordered the correct product refunded me the difference, and then did something so unexpected he told me to keep the other couch cover and to donate it instead of having to ship it back. What a great idea and what a foward thinking company! I'm so sorry I forgot the young man's name, but he was awesome so helpful and great customer service skills! I will definitely be doing all of Kobes shopping at Chewy!
9 years ago
Michelle Hudson, MA
We have been using Chewy.com for a year. The prices are great, delivery is sometimes completed within ONE day of ordering, and the products are exactly what we need. I called customer service just this morning to see about returning and unopened flat of canned cat food- I had ordered it on March 31st and just found out last week that our cat doesn't need that particular food anymore. They refunded my order and told me to simply keep the case of canned food- to donate it to a local shelter or vet, that they didn't need me to return the product. Excellent company, excellent customer service, and prompt delivery.
9 years ago
David
I subscribed to an auto-delivery program for cat food. The product always arrived per schedule and in great condition. We recently had to put our cat down, so I contacted Chewy to coordinate return of 2 unopened cases of canned food. I lieu of returning the food, Chewy refunded my last order and requested that I donate the food to a shelter of my choice in honor of my pet. The customer service in this situation (as well as other times when I needed to change my delivery schedule) is far and few between these days. Chewy has the most responsive and caring customer service of any online supplier I've ever used.
9 years ago
Rachel McKane Orland Park, IL
My boyfriend recently bought an airplane carrier for our Frenchie pup to travel home for the holidays. As the time got closer, we realized there was no way our 24-pound 7-month-old Frenchie (yes, he's a big one!) was going to fit comfortably in the carrier for the 4-hour flight since his head popped out the top and his chest hit one end while his rear hit the other! After having to drive 28 hours rather than fly, we decided to return the carrier after the holidays. When my boyfriend went online to talk with the customer service rep, they simply said they will be refunding our $56 dollars and, instead of us sending back the carrier, asked us to donate it to a local shelter! What a wonderful company, Chewy.com! You have found life-long customers in us!
9 years ago
Kamae Nowlin
I have been using Chewy for about 5 months now. I have to say I love them!! The dog food my 4 Dachshunds eat is very expensive in the pet stores. It's half price here. Also they always have sales on treats and toys. Their customer support is AMAZING. They are available 24/7 and return emails promptly. I had one issue that was a FedEx issue. Chewy sent me an entirely new and free order. I still got my original order, I offered to return the order. They said to keep it and asked that I would donate it to a shelter if I just felt the need to return it. Which I did. All of my dogs are rescued so that touched my heart. They now have a loyal and permanent customer and I recommend them to everyone I know with animals. Thanks Chewy!!
9 years ago
Brenda Hillsboro, OR
I rarely write reviews, especially about a company, but I have never been so happy about the service from Chewy.com. Not only are their prices great but the shipping is fast. Using the auto ship feature is easy to use and I can tailor it to my needs. But the customer service and the caring they show to me and my pets is ourstanding. After one of my pets died, I had an unopened bag of food to return. Not only was the customer service agent sympathetic to my loss, he endured my difficulty speaking due to my tears. And then a few days later, I unexpectedly received a beautiful arrangement of flowers with a sympathy card. Made me feel truly valued as a customer. I know if I ever need assistance again, they will be a joy to work with.
9 years ago
Brigitte Baumann Medford, NJ
We've used chewy for a few years and we're very happy with prices and service (cat litter, prescription wet and dry foods, treats and toys). When our beloved Bismarck got sick and was dying this past summer, I was trying everything to get him to eat. I put in an order for food but I ordered the wrong food by mistake. I realized it when I got my "we are about to ship your order" email. I immediately called and the lady sales rep tried to help me. When she told me that they'd put in a call to my vet to get the authorization for the correct food, I started to cry because I knew my vet would not get back to them until the end of the day, which meant another delay in my order, and my poor cat was barely eating. The rep was awesome. She told me to hold, called my vet directly for the authorization and 5 mins later, got back on the line with me to tell me it was shipping out that day.
We put Bismarck to sleep about a week later when he stopped eating and drinking. It was horrible and i was a mess. Nevertheless, I wanted to let Chewy know about the great customer service I received and I especially wanted to thank them. I sent them an email (I was still too much of a mess to speak to anyone on the phone) and someone responded within hours, thanking me and sending their sympathy.
Here's the kicker. The next day, the doorbell rings. My husband answers the door and comes back looking perplexed. He's holding a beautiful flower arrangement. Chewy.com sent us the arrangement and a very nice condolences note. I couldn't believe it then and I still can't believe it. I just wish I had taken pictures. It was such an incredibly thoughtful and personal gesture. It's rare to get this level of service from anyone anymore. Chewy.com already had our loyalty given their excellent prices and shipping methods. They won our hearts over this summer with their "above and beyond " customer service.
9 years ago
Lee Lawton
I've always received great service and product from Chewy. Autoship gave me a discount, so the price was what I'd pay at a feed store, and the UPS guy always put the bag(s) right where I wanted them. I always ordered enuf so I didn't have to pay shipping, so I was quite pleased with the price. The product was always fresh, too, unlike sometimes at the feed store. If autoship was too soon, it was easy to change on their website. Nice, but not too interesting, right? Well, here is the amazing part. Last week, when my autoship date came up, I went online to cancel because my dear dog has died. I couldn't find a place to cancel permanently, so I emailed them, saying that my dog had died, and please cancel. Within minutes I received a condolence email from them. And, today, I received a beautiful bouquet delivered to my house, expressing their sympathies. I don't think I've ever received such great service and such caring from any company I've ever done business with. Talk about an indelible impression! They've got my loyalty when I am ready to get a canine family member! Thank you, Chewy!
9 years ago
Eva Malakoff, TX
A month ago, I found out my dog food delivery that was left on my doorstep was stolen while I was at work. After calling Chewy customer service to let them know I needed to place another order, I explained my situation and the woman I spoke to was immensely more than helpful! She offered to ship another bag to my address at no cost as well as refund me $25 so I could buy a small bag of dog food while I waited! I was so impressed!
Fast forward to today. I received another delivery without ordering it. I didn't see a charge on my account so I called customer service to ask if I needed to return the dog food. The customer sales rep I spoke to explained that because I wasn't charged and I never placed the order, I could skip the hassle of returning the dog food and keep it for free!
I've spoken to various customer services representatives for a multitude of reasons. None of said interactions seemed remarkable enough to commend my satisfaction with the company...until now. The people at Chewy.com absolutely understand customer service and have yet to disappoint my expectations. Give these people a raise; they've earned it!
10 years ago
Amie Emmaus, PA
I recently received my first order from chewy. My cats have been on this catfood for 7 mos now and I had been purchasing it at the vet. I was delighted to find the same food on chewy for much cheaper! Unfortunately the day my delivery came it was over 90 degrees and the package was left on my doorstep in the blazing heat for the better part of the day. Not knowing if wetfood would spoil under those conditions I tried it anyway and both cats turned their noses up to it! I emailed chewy to see if they thought the food had gone bad and if I should replace it, and I received a response within an hour! Offering to send me a new case of the wetfood free of charge! Not too often these days you receive such stellar customer service:) thank you chewy.com!!!!
10 years ago
HK Watts Brooklyn, NY
I highly recommend this company. They offer quality goods, decent prices and exemplary customer service.
My cat was diagnosed with advanced cancer, so I went online to cancel my auto-ship of her prescription food. I had decided that she deserved only tuna, salmon and hamburger steak for her remaining handful of days.
I was chatting with a customer service agent to cancel the standing order. She asked if she could ask why, so I told her that my cat was soon to cross the Rainbow Bridge. What she wrote back was lovely and compassionate.
I asked if she could email me a return label, so I could send back the unopened case of food. She said that she was crediting my account for the case and for me to please donate the food to a local shelter.
And if THAT wasn't lovely-enough, yesterday I received a beautiful flower arrangement from Chewy's expressing their condolences.
This is how to win lifelong customers.
10 years ago
THOMAS O'Brien New York, NY
I have been a faithful customer of Chewy.com for years. They have always been competitively priced, accommodating and customer service focused. Over the years, they have always made good anytime I may not have been pleased and/or packages damaged in transit.
But what I really want everyone to know, is how compassionate this company truly is! They have renewed my faith in human nature and businesses in general!
I had recently placed and received a substantial order with Chewy.com. After my order was received, I found out that my fur baby, Tigger, had very aggressive cancer that had spread. Needless to say, that order was the last thing on my mind. I ended up having to put Tigger to sleep and it was a very traumatic time for me. I had Tigger for 15 years and it was only him and I left. After some time had past, i found the unopened box from Chewy. I emailed Chewy to see if I could possibly return the shipment of food, etc. I explained to them that Tigger had passed. They replied that they were sorry for my loss, would credit me back in full and asked that i donate them to my local shelter in honor of Tigger.
That in itself was incredible.
But it didn't end there.
2 Days later there was a ring at the door. I opened the door and there was the most beautiful vase of flowers. I was wondering who would be sending me flowers? Well, after I read the card, i almost broke down in tears. It was from Chewy.
I can't say more about a company that goes above and beyond any company i have dealt with in years.
My hat is off to you, Chewy!
Thank you so much for comforting me and making this difficult time in my life more manageable.
10 years ago
Athena Talab Manhattan, KS
My experience with Chewy.com was unbelievable.
We just adopted a kitty and we liked to buy him a nicer carrier, so we went online and after some search ended up buying it from Chewy.com, we got %20 off for signing and a free shipping.
...the carrier received on time, but since we had no experience apparently it was too big.
So I called Chewy.com and told them about the carrier and they immediately told me they can waive the shipping fee (since this one was cheaper, there was a shipping fee for it), and give us 10% discount !!! Amazing, right?
Waite for it, it gets better. AND then she said if I could please donate that big carrier to a SHELTER!!!
THANK YOU CHEWY. Amazing work.
10 years ago
Steve Brown Yucca Valley, CA
I LOVE Chewy.com! I discovered them while having problems with a major pet company chain store's incentive program. It just wasn't working, so when it got too frustrating, I began looking for alternatives. Now, unless something horrible happens at Chewy, I'll use this company for all my pet needs for the rest of my life. Their prices are great, their customer service has been fantastic. I had problems with one order, and in no time, it was cleared up and perfectly resolved. Honestly, this is one of the best companies I've dealt with, and our cat, Juliet, and the rest of us, greatly appreciate it.
11 years ago
Elsa Hale Burlington, KY
I've only used Chewy.com once but feel confident in giving them a 10 rating. Lately I've had trouble finding my preferred brand of dog food that wasn't within a few days of its expiration date. I spoke to a customer service representative prior to placing my order, and she assured me that Chewy.com would give me a refund or replacement bag if I were unhappy for any reason. I placed the order on Saturday, and my 30 lb. Castor & Pollux dog food arrived on my doorstop on Tuesday morning....and the expiration date is a full 9 months away! I'll definitely keep using this company for my future purchases.
11 years ago
Anna Rawlings Pelzer, SC
I have been ordering from Chewy for quite some time now. I believe it has been more than a year. Their customer service is MAGNIFICENT with a great sense of humor! Too many companies expand so much that their customer service is sorely lacking. I don't care that they don't have pet clothes and the like. They offer a wide variety of products and they are quick to respond to any issues that may arise. I always look to them first for whatever needs I have for my crew of four K-9's. They are friendly, fast, and they make it easy to reach them in any number of ways. AND whoever built their website and auto ship features is awesome!!! It is so easy to use. I LOVE, LOVE, LOVE CHEWY!
11 years ago
Tanya K Owasso, OK
I've been ordering dog food and supplies for several years from Chewy, and not once have I been disappointed with their site or service. In fact, I can honestly say, their Customer Service is hands down the best I've received from any company I've ever dealt with! Their 24/7 online chat feature is extremely convenient, and someone responds regardless of the hour, even at 3:00am (FACT!).
The couple of times there were problems with the shipments, I received instant resolution. When the food I received was the wrong formula, I contacted them via chat, and they sent out the correct food later that same day. When some storage containers I ordered weren't as expected, I again contacted them via chat, and my money was refunded the very next day. Surprisingly, in both instances, they didn't want the items returned and advised me to donate them to a local animal shelter. That alone is a rarity and very commendable.
Personally, I'm glad that they only serve dogs and cats and that they don't have all of the frivolous items like clothes. I don't consider Chewy a "pet store". They deal in dog and cat "supplies". Clothes are not a necessary "supply", in my opinion. If you want a pharmacy, get a scrip from a vet and go to Walmart! They offer all of the non-prescription meds. I believe having a very specific product lines is one reasons Chewy is able to be so responsive. Why change if it's working as is? "Don't fix it if it ain't broke!" If you want an all-in-one shopping experience, there are plenty of other online options, but...you will pay more for your products.
An absolute plus is that I pay zero tax, and since my orders are always over $49, there's no shipping charges. I can have my top quality food shipped to my doorstep cheaper than I can buy it locally. In fact, the kibble I feed isn't even available in NE Oklahoma except at one pet store that I refuse to visit because they sell puppies. Another convenience is the autoship feature! Not only do I pay less, but I don't have to remember to order food, so my dogs never run out.
You'll NEVER hear me complain about Chewy.com or their customer service!
11 years ago
Lucretia Marcus Lafayette, CA
LOVE this company!! I live in CA and have a VERY difficult time finding the food that I feed to my dogs ( Ori-jen). Not only does Chewy.com have it but the price is less than I get it for anywhere with NO shipping and NO tax!! On a food whose 26# bag cost $79,no tax ( 10% in CA) is huge. They ship everything immediately and I get my order in 2 days!! The ONLY downside is that they use Fed-Ex exclusively and I have nothing but trouble with that company. They'll leave my order outside my gate without even bothering to ring the bell for me to let them in. When I order dog food,I have to wait until I can get someone to bring my order in the house:too heavy. Ironically, most of the time that's my UPS driver........
11 years ago
Leanne Froebel Wausau, WI
I have been ordering from Chewy.com for about 6 months. My cats eat Rx cat food, and Chewy's prices are better than most vets and delivered to my home with free shipping on orders over $49. they will accept manufacture coupons too - you just have to call and have a rep help you with your order and they will give you the address to mail in the coupon to. By far the best customer service I've ever encountered. If you ever have a problem with an order or product, Chewy will back you up and make it right. Orders are usually delivered very quickly. Besides Rx cat food, I have also ordered bowls, toys, cat litter, and litter boxes.
11 years ago
Kelsey Mclean Knoxville, TN
I will forever order from Chewy!! I accidentally ordered two litter boxes when I placed an order for my cat and dog. I was happy to return the extra and emailed Chewy.com as to how to go about doing so but was told by the company to donate it to a local shelter instead!! Any animal parent knows this is SUCH a better option and more companies should have this mind set!!
4 years ago
Joan Brown Lewisville, TX
We have been ordering from Chewy for years. We order 17 lb bag and prescription medicine. I really enjoyed having my dog food delivered. Even when there was a packaging issue from the manufacturer Chewy came through. Recently we lost our beloved Morris and when I called to let them know and cancel the auto ship. They were more than helpful. They even sent flowers. I will always remember this.
4 years ago
KZ McLean, VA
Hi. I order my dog food from Chewy and last month I saw a cute red dog harness and ordered that -- but I did not pay close enough attention to realize that I ordered a harness for a small dog; and I have a 95 lb. lab -- so not gonna work. I called today to request a return, and they refunded my money and told me I could give the product to a shelter. Wow!! Fabulous service.
4 years ago
4hoofn Oak Ridge, TN
What an amazing company! I had to cancel an auto ship order because our horse past away and the rep was so kind and even told me to donate the order I just received. They refunded me the money for my order and then a few days later we received a beautiful flower arrangement and note from them. I have never known a company to do things like this. We will always be a Chewy customer ❤️
4 years ago
Karen Puro New York, NY
In all my years as a devoted dog owner, never had any problems with Chewy!
We lost our fourteen year old ADT, Lola on. Tuesday. I called customer service and explained. Cheyenne, the kindest customer service person with whom I have ever dealt, immediately told me to donate my last order from earlier in the month and Chewy would credit my form of payment. That happened immediately . I respect Chewy for understanding our loss. As soon as we open our home to another dog, Chewy will continue to be our source of supply. With my utmost thanks!
4 years ago
Kelly Edwards Pataskala, OH
I have been a customer of Chewys for years and they have always delivered exceptional Customer Service but today they took that to a whole new level. My dog passed away last week and I contacted Chewys to cancel my auto ship and today I received a beautiful Christmas Catus from them with their Sympathy on the loss of my dog! This is Custimer Service on a whole new level. Chewys you are awesome and you have a Customer for life.
4 years ago
Jenn Williamson Cartersville, GA
Chewy is an awesome company! Whenever I’ve had to contact Customer Service they seem to go above and beyond. With my dogs recent passing I contacted them to see if I could return a couple cases of dog food I had just purchased for him. I told the woman on the phone why and she gave me a full refund and told me to donate the food in his name. At the end of our call she also said if I need to talk to give them a call back and they were there for me. A couple days later I received a lovely flower bouquet from them. I recommend Chewy all the time and stand by that recommendation.
5 years ago
sharon delobo New Milford, CT
A few months ago, I called CHEWY and placed my usual order for my cat's food and treats. A very nice operator asked if I still had plenty of Breezy's food (Breezy was my dog) and I had to tell her Breezy had fallen ill and I had lost her.
A few weeks later, I received a lovely bunch of roses with a condolence note from CHEWY. Cynics say it was just good PR work on the part of CHEWY but I disagree. They don't know if I will get another dog or not so they didn't do it to keep me as a customer. They did it because it was a very kind thing to do and it was very appreciated.
5 years ago
