Chewy.com Avis 

All of my orders are delivered within days. My last order four boxes were damaged and the replacement is on its way the next day. Ordering is very easy. Customer service is great couldn’t be happier.

I cannot say enough good things about this company. We recently lost one of our senior cats unexpectedly. He was on special food due to multiple health issues. We loved him so much! I had just received my chewy authorship order for him and was looking to see if I could return it since our other cat cannot eat that food. Not only did chewy give me credit for the food so I can use it towards our other cat, but is allowing me to take it to our nearby shelter. They expressed sincere condolences for our sweet Oliver. Chewy, you forever have my heart and my business!

On June 22, my family and I experienced one of the hardest days of our lives when we had to say goodbye to our beloved Boxer, Hera.

She had developed a severely enlarged abdomen and was rapidly losing weight. After visits to three different animal hospitals and consultations with four veterinarians, they all reached the same heartbreaking conclusion: Hera was suffering. She had a large tumor, significant fluid buildup throughout her body, and because of her Boxer cardiomyopathy and advanced age, surgery was not an option. The kindest thing we could do was let her go.

We've been loyal Chewy customers for more than 13 years. We loved the convenience of Autoship, the savings, and not having to haul heavy bags of dog food home for our two Boxers.

Just a few days before Hera passed, we received a new 30-pound bag of dog food. I contacted Chewy's customer support simply to ask about their return policy. What happened next is something I'll never forget.

The representative didn't treat me like a customer—they treated me like a fellow pet parent. They expressed genuine sympathy for our loss and shared that everyone at Chewy understands the special bond we have with our pets because they are pet parents too. Their compassion felt sincere, not scripted.

Instead of asking me to return the unopened food, they encouraged me to donate it to a local animal shelter in Hera's memory. They even followed up with an email thanking us for making the donation, included information about obtaining a charitable donation receipt for our records, immediately issued a full refund, and proactively canceled our Autoship so we wouldn't have to think about it during such a difficult time.

Then, the very next day, a beautiful floral arrangement arrived at our home with a heartfelt sympathy note from Chewy. It was such an unexpected and incredibly thoughtful gesture. In the middle of our grief, they reminded us that kindness still exists.

Chewy didn't just provide outstanding customer service, they showed genuine compassion when we needed it most. That level of empathy is incredibly rare today.

I will forever be a Chewy advocate. I recommend them to my family and friends every chance I get because very few companies go above and beyond the way Chewy did for us. They turned an ordinary customer service interaction into an act of kindness that my family will never forget.

Thank you, Chewy, for honoring Hera's memory and for treating us with such compassion. We will be forever grateful.

I received a package with a ripped cat food bag, first time ever and the amazing customer service representative was so quick and kind to address my concerns.. I will ALWAYS order from Chewy. They are stellar in the customer service department. Plus! They’re cheaper than other companies.
I love Chewy!

I used to be a big fan of this company. But sadly, I am no longer. The good part about this company is that you can reach someone quite quickly through their customer service number. The customer service people are often nice and try to be helpful.

The issue is in botching orders (which can happen anywhere) but more importantly -how they handle the situation when they screw up- when it is 100% their fault.

They used to be very gracious and prompt in cleaning up their messes but my experience with 3 recent botches was surprisingly disappointing.

The deliveries - which had been cancelled the week before- arrived and being that they were both large heavy boxes were left on an area that caused damage to property.

Neither of the botched delivery or the property damage they took responsibility for in a responsible way.
I like to always try to give people the benefit of the doubt and hoped that the first time was just a one off. However the exact same behavior happened a second time shortly thereafter.
At that point I ask that they forward the issue to a supervisor and it was promised that the supervisor would get back to me with a resolution. I never heard back from anyone.

The same issue occurred yet again so at that point I called again and asked to speak directly to a supervisor. The supervisor said they had no record of anyone escalating an issue to them re: the orders.

After having to explain the whole situation again, the supervisor's only solution (who was disappointingly lacking in humanity) was to give me a list of MORE work for me to do -to clean up the mess that was 100% their fault.

like driving to a printing store and paying for a label to be printed- then bring back and tape it on the boxes and then call them -explain the whole thing again and schedule a pick up. And then go back outside and set the boxes in a particular place for the drivers to be able to pick them up. These are two large heavy boxes and I am a 66-year-old woman.

So moving forward needless to say- I'll be taking my business elsewhere.

Chewy advertises a " spend $100 and get $30 gift card but most of the items I use are not eligible like litter, fancy feast and delectable etc. The items eligible are lijely items that dont sell well. I looked forward to those promos to save money but now ill just buy what I need from Walmart and on sale other places. Scam 💰💰💰

Amazing customer service. I have been using chewy for my 2 doggies since 2010 my first dog passed in 2019 and now my last dog passed may this year. never had a problem they did not solve and after my Boy passed, They even sent me flowers. Thank you for great customer service.

I will forever be a Chewy customer. They have the best customer service in the business! And I love the convenience of having huge bags of dog food delivered straight to my door. They even sent me a little painted name stone for when my dog passed.

Unfortunately, I have to leave an updated review for Chewy. After being a long time customer since 2014, I guess that doesn’t matter to Chewy after tonight’s experience. First of all, they send out bait and switch emails which offer discounts on certain products which aren’t as clear as a bell.
I go ahead and place my order for the items that I actually needed( without stock piling for the discount)and requested an itemized receipt for my Purina Pro Plan Club for points. The customer service rep refused to just provide an itemized receipt for the bag of dog food. I escalated it to a supervisor who also refused. Prices have gone up and customer service has gone down.

It took literally months to get the prescription for my dogs actually shipped. They sent me a reminder email to reorder. My puppy gained a few pounds, imagine that, a puppy growing and gaining more than 2 lbs, and now i have to go through the whole damn thing again

Good luck with FedEx they have been scheduled seven times by chewy to pick up a return package and they never showed up

If you get prescription liquid compound and it's efficacy requires it to remain at room temperature. Please check the temperature of your product. The pharmacist sends the prescription to the shipping department with the specific instructions but the shipping department ignores them and sends them in a small box and by the time it reaches your door the prescription temperature is 99°. This has happened to me four times in the last six months. Management is unable to correct their issues. So please keep your family pet safe by ensuring the product you receive is not compromised.

After an expensive order of prescription cat food was delivered to the wrong doorstep, I reached out to Chewy for help. Skyler (or Skylar) was incredibly professional, kind, and efficient. She listened to my situation, handled everything quickly, and went above and beyond to make everything right—even though the delivery issue wasn't Chewy's fault.
It's refreshing to deal with someone who is genuinely thoughtful and clearly has the customer's—and more importantly, our furry family members'—best interests at heart. I'm truly grateful for individuals like her who understand that these aren't just packages but food and care for beloved pets.
Thank you, Skyler/Skylar, for turning a stressful situation into such a positive experience. Chewy has earned a loyal customer.

Chewy's has been fabulous in their efforts to provide and serve. With every issue their customer service has surpassed my expectations. I feel as if I'm back in the good ol' days dealing with a real live person who cares and strives to help. Prices have risen on all of life's products. Compare Chewy's prices and service to others and you'll realize they deal with inflation as best they can.

I have my cat’s dietary restrictions food on authorship for awhile now to find out today the order has shipped but his wet food is now not on the order any more???? I have not had the wet food removed from the order and after talking to two different customer service people no one knows why the wet food isn’t on the order . So needless to say I am not happy about this and will now go to the vet to get his wet food. Thus is the first time I have had a problem with Chewy.

Chewy's mission to "be the most trusted and convenient destination for pet parents and partners, everywhere" is more than just a slogan—they truly care about the pets and families they serve.

Recently, I lost my sweet Chihuahua and contacted Chewy to cancel her prescription. I shared the reason for the cancellation, and to my surprise, I received a beautiful bouquet of flowers from "your Chewy family." That thoughtful gesture meant so much during such a difficult time and speaks volumes about the compassion of their team.

In addition to their exceptional customer service, Chewy's delivery is consistently outstanding. Orders are processed quickly, shipped promptly, and typically arrive within just a few days.

Chewy has earned my trust and loyalty by treating customers with genuine kindness and care. I highly recommend them to any pet parent looking for a company that truly goes above and beyond.

Customer Service Lady Michelle, Was Okay For Chewy, The problem is FedEx, There Having all kind of problems, With no quick response or solutions, Chewy keeps shipping product and it’s not getting delivered, Due to FedEx and FedEx Customer service they don’t have a clue, Because there not even in this country, The Right Thing to do is for, Chewy to put a message out letting there customers, That there package may or may not get delivered, Due to there carrier that does there delivery.

I just had the worst experience with Chewy customer service.
I have never had a customer service agent be so unwilling to do the work required of an agent. I have been a Chewy customer for awhile and I used Chewy+. Tonight I went online to add some items to an autoship order that is to process on 7/15. I discover that when I renewed my Chewy+ account on 6/30 for $79 my Chewy+ membership was canceled but they had charged my bank.
I called Chewy customer service and the poor excuse for an agent didn't bother to look through my account to see what was going on. She just kept saying Chewy+ has been canceled. I told I had not canceled and that the money had been withdrawn from my account by Chewy on 6/30 at 11:06 PM. She continued to repeat that Chewy+ had been canceled. I told her I had not canceled it and didn't want to cancel it since I had paid for the renewal. She then asks me if I wanted to renew Chewy+! I told her yes, she then informs me to call my bank because if she renews it I will be charged the $79. I told her I had already been charged the $79 on 6/30. She made no offer to see what was going on.
At that point I asked for her supervisor.
I explain to the supervisor what was going on. She could clearly see that Chewy had charged me the $79 for Chewy+ and that instead of renewing that it had been canceled. She told me she couldn't restate Chewy+ and would have to advance it up the chain. I asked her why the customer service agent hadn't seen the charged to my account and kept insisting that I needed to call my bank. The supervisor didn't expect me to push the fact that her agent didn't want to do the work her job required and that I had never been treated so rudely by customer service at Chewy. I told her that agent didn't need to be working with customers if she wasn't going to do her job and push it onto the customer.
I'm so pissed. I told the supervisor I was canceling the authorship and it my Chewy+ membership wasn't reinstated by 7/16 I would be calling my bank and filing a dispute. I also informed her that Chewy was dangerously close to losing a long time customer. I then hung up on her before I lost my polite manner with her.
If you don't want to do the work required to be a top customer service agent then don't take the job.
I so tired of people that don't want to do the work required of a job but get paid.
Suzy pissed off cat mom.

I loved Chewy for its great prices and the convenience of Autoship. Unfortunately, after many years as a loyal customer, I've canceled all of my Autoship orders and will no longer shop with them. Chewy relies exclusively on FedEx for deliveries, and my packages are almost never delivered to my front porch—they're routinely left at a neighbor's house instead, forcing me to track them down myself. I've reported the issue multiple times to both FedEx and Chewy, but nothing has changed. It's disappointing that such a great company is willing to lose loyal customers over a delivery problem that never gets resolved.

I received an order today that had a missing item. I chatted with Erika and she sent out my missing item. I had also accidentally ordered the wrong item. I was going to return it and order the correct item. Erika also sent out my new item, refunded me for the incorrect item (my fault) and waived shipping on new one! I couldn’t ask for better service!