Chewy.comReviews of chewy.com

I really enjoyed using chewy for all our pet food needs until my last three orders. First one was just flat cancelled. I called in to see why and they said it was their new security system. Living up to their usual great customer service, they immediately fixed it and gave me a large discount. Second order was placed on a security hold. I called in again but this time they told me I'd have to wait 48-72 hours for their security team to review. I'm using the same account, same address, same card and ordering the same products. What is suspicious about that? The third, and last time, I went to place an order my account was disabled. I don't know what happened but it's very disappointing that their service has become so bad. Certainly not a company you can count on to get your pet food in a timely manner anymore.

Customer service is inept at best. Ordered a prescription refill for one of my dogs. It was ordered on my account, paid for with my credit card, but I was sending it to my son (who has one of my dogs temporarily). Vet denied refill because Chewy only identified my son's name and phone number, did not reference me at all. My son does not have an account with Chewy. I called Chewy and asked them to resubmit the request (and mention my name in the process)- woman I spoke to was flaky- couldn't find the initial order (that had been rejected) so she created a new order. Made all kinds of chitchat that wasted my time. As soon as I got off the phone, Chewy sent an email saying I have dual orders. I then chatted with a customer rep online to MAKE SURE that when the prescription refill request was resubmitted (I had canceled the original order and left the second one standing) the person calling my vet noted that it was ordered by me and paid for by me. The online rep ASSURED me that this would be done. Was it done? Nope, I again had to talk to my vet and to avoid any more dealing with Chewy, I added my son to my account at the vet, since there was NO MENTION of my name by Chewy when they called it in. Products from Chewy are pretty good, pricing is okay, but customer service warrants a big fat zero.

I have always loved Chewy, and I’ve been a customer for several years. But with my most recent order of over $300, I had a problem. I have a LOT of animals personally and feed several stray colonies, so my orders tend to be large. I order monthly, as I am on disability and a fixed income. My most recent order was placed, and the next day I get an email saying to call them to verify my current info. I disregarded the email, thinking it was spam. But when my order hadn’t shipped 3 days later. I called. I spent 20 minutes on the phone verifying that nothing has changed regarding my account. I was then told the info would be turned over to their “fraud” department to be cleared and then my order would ship. I registered my displeasure at that time, and was told it was a “random customer security check.” But when my order still hadn’t shipped two days later, I called to complain. The customer service agent was nice, even though I was pretty upset by then. She spoke with a manager, who told her that my order would be released for processing that day or the next. Part of my order - 1 large bag of dried food - was processed and shipped that evening and arrived the next day, one box arrived the day after that, and the other 3 boxes arrive two days after that! I can’t imagine why my account would in any way be flagged for a security check by the FRAUD department!! I had 15+ hungry animals waiting on their food. I mean, they could have looked at my pharmacy account and seen the names of all my animals and counted them. It’s like I was a suspect for ordering hundreds of dollars’ worth of food, supplies, and meds EVERY SINGLE MONTH FOR YEARS! I don’t know what to think. I almost wonder if it was all a ruse to buy time to get food in stock, as with the pandemic their inventory has been hit or miss. Has anyone else had this happen to them?

I was ordering all pet supplies on Autoship $200 +/mo. They were shipping all in one box which weighed at least 100 lbs. I asked repeatedly to please ship in two boxes as I could not lift 100 lbs. Did it once, then went back to 1 box. Got tired of calling over and over, so I just empty the box on the porch...real fun in the rain and winter. Also, constantly out of stock on basics, "autoship savings" deal is minuscule, and delivery went from 2 days to whenever. Last straw was when their pharmacist refused to fill a prescription written and confirmed correct by my veterinarian for my ailing / in pain 11 y/o dog, taking over a week without notifying me of any issue, only discovering after calling myself to find the pharmacist has decided he knows more than my vet of 35 years experience. His "judgement call" has left my dog suffering, significantly rolled back her progress /well being, and will have to restart this treatment from the beginning (more bucks for me). When I asked his reasoning between the drug my vet prescribed and the one he would fill (which are exactly the same active ingredient) his only reason was one had a preservative and the other not...except the other he was willing to fill costs almost double. The script was written so that the drug would be used before any expiration date would occur. It was complete nonsense. It was pretty clear Chewy cared more about profit than my dog. I canceled all services and went to competitor Pet Flow...same autoship service with a full $10 discount every order, same products but less expensive, same delivery window. Wasn't a tough choice at this point.

Website said it would ship my product in 1-3 business days after 8 business days they canceled my order with no explanation as to why. Hesitant to order from this site again.

This is the third time orders are delayed. My autoship said they were shipping a certain day and i had to call after the day, my order was sitting in the web-cart. Then i spike to a rep who provided a date and 2 days later got a message - the order was delayed. This has happened before. I prefer amazon to chewy, Amazon has way better customer service not just polite but the capacity to resolve matters.Chewy reps are very polite but the job does not always get done. If you have pet meds in your order, be ready. One shipment got so convoluted I never received, for those go local through a vet, especially if it is time sensitive.

I love Chewy and their customer service. I ordered everything for multiple pet from them including medications. I stopped because of FedEx. They were the nightmare. I recently ordered again great service from chewy but Fedex. Medication was late, destroyed boxes and products that was literally slammed against my door. I called Chewy and they instantly sent replacements. For 3 days now, FedEx has had my boxes on the truck and out for delivery and every evening it says delayed again. I had to go and buy the stuff today at the store because I don't know if I will get it. So not only have I paid twice I've had to pay more. I won't order medication because my dog can't be without it and fedex isn't reliable. Orders will be minimal at best.

I just received some nail covers for my dog. They are in a tiny flexible ziplock. Chewy shipped them in a giant cardboard box billed with brown paper. This is so wasteful!!!!