Is chewy.com Legit?

Avoid this company for their unethical marketing practices. Received a 20% coupon in the mail which did not work when trying to place nearly $80 order. Contacted customer service to ask for help, and they doubled down saying this only applies to a "special store" and for "treats". Are you kidding me? I have spent approximately $1,000 so far this year with Chewy and getting tired of the misleading marketing. On their site last month was a $30 gift card promotion against a $100 order - ordered well over $100 ($180) and did not receive any such gift card. Customer service is now always ineffective and unhelpful. Plenty of other brands out there who can help customers fairly.

My account gets MyPoints too, 5/1,00 on purchases & with the coupon for $15 on $49 I end up with Big Saves when I need pet food AND free delivery for over $49!!!

Chewy has always been a favorite company to do business with. They are cordial, reasonably priced, prompt with shipments, great with returns, giving a credit if you aren't happy with your purchase. I can't think of ANY negatives!! I have ordered quite a lot from Chewy. Keep up your great business practices and you will CONTINUE to be successful!

My dog passed away August 13. I called Chewy to have them cancel his medication subscriptions. The girl I spoke to whose name is Chauntell was BEYOND kind. She not only canceled the subscriptions for me, but also helped me get some money back for some medication‘s. That had recently shipped. Beyond that I got home today and went to my mailbox and I found a beautiful handwritten card from her and chewy along with a handed rock with my dogs name on it and flowers. I needed a sign today. It couldn’t have come at a better time. Chewy and their staff truly care about their customers and animals. I’m eternally grateful.

I just want to commend the customer service dept. They refunded me without any request from me, for a product that didn't help with my dogs allergies. I thought it was so kind and thoughtful. Such a great company to buy from. Chewey is the best. Adele (Rockys Mom).

I received an email from Chewy stating my order was about to ship. I called right away to remove an item. I got an associate, who's name I won't disclose. He barely spoke some form of English, and I couldn't understand him. I think he said, he would take the item off I wanted to remove and add it to the next shipment. Well, that didn't happen. I called my bank and come to find out I was charged. I called Chewy. The person I spoke to was very nice, and didn't understand why I was told the item would be removed because; the order had shipped. Both the person who couldn't speak English and Chewy are to blame. The email stated: the order was about to ship. WRONG ! it had already shipped. Amazon, here I come

I've ordered several times, ending up canceling all except one that took over a month to fulfill, which I forgot about. I have made numerous attempts to resolve the issue with their Customer Service. They are all sorry (according to every person I chatted with) and insisted that they have not received authorization from my Vet to fulfill it. Today, I walked into my Vet's office, and they provided proof, responding promptly and returning the authorization multiple times. Chewy, you have a problem! When I have a sick puppy and rely on you for his health by providing the prescribed medications, he will surely die.

I love this store. When my dog passed away I emailed them about returning some Dasuquin I just received (it was over $50). They refunded me the money and told me not to worry about returning it, just donate it. They pretty much said they didn’t want any added stress to me after the loss of a pet. They also sent a sympathy card. Whenever I email them, they respond very quickly and are extremely kind and helpful. I’ve had the exact same experience with calling customer service. Last year, I had ordered three boxes of kitty litter and the mailman mis-delivered them. Chewy’s resent them to me. They certainly take care of regular customers. They are one of the best companies I’ve done business with.

Chewy needed a written scrip of my dog’s meds, and required that it be mailed. 10 days later still no meds. Customer service says they need 14 days (!) to fill a written scrip. At this point they can’t locate my scrip in their mail system, so they apparently lost it. Seems like a hugely inefficient operation. They stink!

THE AMAZON OF PET SHOPPINGEasy and I Subscribe my cats food for a discount. Also, its such a relief that I do not need to carry 40lb litter from the store anymore!

I recently used the Chewy vet chat line for the very first time and the experience was great. Because of budget restrictions getting vet care for my pets can be challenging. So when my sweet little kitty got what appeared to be a bald spot with a sore on it and not having much money, I went online and came across the Chewy Vet online chat consultation. Of course we all know that anytime you get a consultation online they're going to charge you... lawyer ...doctor... I mean I've not come across Anything free yet, but this was in fact free. And it was a CVT that I spoke with which is a certified vet technician. She was very compassionate and intelligent and knew exactly what I needed after I uploaded a picture of the my cat to her. It was an all over great experience and I'm so grateful that they offer the service. I'm 100 percent Confident Of her swift recommendation. I went straight to the pet store and bought the product she recommended and I just think this is what people need is a way to be able to take care of our animals and it not cost a small fortune. I honestly believe that the pet shelters are so full because it's so hard to medically stay on top of every need our pets have... just the preventative stuff alone can break you. This is a beautiful thing and I'm so glad... thank you Chewy! And Karomi thanks you, too!

Chewy is amazing! Not only are they willing to take back unused pet food and medicines, they even acknowledge events in my pet family! Today I received a beautifully decorated rock in a pretty blue velvet bag with my recently deceased cat Chataigne's name painted on it. Last year, when I had Covid (I must have called them for some reason during that time and mentioned it.) a thoughtful person sent me a get well card and gift - a Chewy mug w/ tea and honey.I've have almost no problems getting orders fulfilled by Chewy. In the rare instance where there was a problem, Chewy was quick to address it. In addition, I love it that they reimburse me to send prescriptions via USPS Priority Mail so that they can be filled ASAP. And of course, I appreciate the convenience of having pet food and supplies delivered to my door.Wow! Chewy goes WAY above and beyond in the service area!!

Best customer service ever. Had some confusion on my dogs script. Immediate response, a real person that spoke English answered the customer service phone and she was great ! Followed up by phone and email 2 hours later with resolution. Cannot say enough good things about my experience. Chewy will be my choice in the future.

We have bought products from Chewy off and on through the years for our pets. When our dog, Marlee had to go on Vedmedin and Lasix for congestive heart failure and a severe mitral valve regurgitation, we switched the prescriptions to Chewy. The medications came extremely fast and were much cheaper than our vet. We had to put Marlee to sleep on August 5, 2024. When I canceled her AutoShip on the prescriptions, I told them that she had been put to sleep. A few days later, a box arrived from Chewy with a handwritten card, expressing their condolences and a hand painted rock with her name, rainbows and hearts on it. It was very touching and we appreciate their kindness and compassion. Thanks especially to Colton.

Back in April, I was waiting on the auto shipment of centraguard for my cat. Card is charged, then the day item is supposed to ship, I get a notification that the item is out of stock. Okay, fine. Things happen. Then in May, and again in June, the same thing happens. They wait all the way until the day of shipment to notify you that the item is out of stock. When emailing with customer service, I am given the same blanket "we're sorry this happened to you, here's a coupon". After the third auto shipment failed, I finally received an email that the manufacturer has discontinued the product. With a little bit of transparency, they could have avoided all the charges and refunds they had to issue. When your working with medicine, I don't think it's unfair for the customer to expect reliability and transparency. If you can't fulfill orders, you need to give customers notice a few days before so we can try to fill our subscriptions elsewhere.

Horrible customer service. Placed order, money taken immediately out of my account. No confirmation, invoice or shipping info sent. Three days later items still not shipped. Again terrible customer service, cancelled order. Ordered from AMAZON instead.

Chewy coupons are a scam. I have ordered and done business with Chewy since 2011. I have been a faithful buyer of theirs all these years. My Gracie and Chester died in 2020 and 2016 respectively and all Chewy customer service did was give me grief when I tried to order something for their graves. I have received two coupons from their pharmacy. I tried to use one of them for my vetmedin medication for Abby and the pharmacy customer service said none of my coupons were any good and she refused to use them even though there was no expiration date. She refused to take down my second coupon code and was thoroughly RUDE to me throughout the phone call. What a SCAM they have become.

My poor poodle, Lola, became very ill with pancreatitis, and could no longer eat the kibble that I had on autoshipment. My shipment had recently arrived and I contacted Chewy's customer service chat online to find out if I could return the unopened kibble and be refunded. I spoke to Tatiana U, who not only immediately authorized a refund to my account, but generously stated that I could donate the unopened kibble valued at $83 to my favorite rescue or shelter. In addition, she was incredibly sympathetic and so genuine, that it moved me to tears. It is this kind of human kindness that makes companies like Chewy worth doing business in my book. Thanks for being a great human being, Tatiana U., you are a true asset to Chewy!

After weeks of very expensive and stressful vet tests, I learned tonight that my eldest cat is dying. I fudged up an order for the products my vet recommended for palliative care. I immediately contacted customer service to correct my error, and they were amazing. They were kind, helpful, and empathetic. I have 4 cats and buy from Chewy very regularly—meds, toys, food, litter—and everything else. The prices are fantastic, but the customer service is really above and beyond. I believe I will be a customer for life <3

Don't bother, the order dates are totally unreliable and when you write to inquire about the shipping date they fake-email you back and it's full of more advertising. Will never order from them again. Ordered WELL in advance of date recommended for when I wanted my goods to arrive in time for my newly adopted dog's arrival date and they were WAY late and took no responsibility.

“AWFUL SERVICE”

Chewy canceled my order just because they didn't like that I used the promotion code they sent me on email! I spent two days emailing them and finally bought the dog's food in another shop. I will never return to them, and will talk about these greedy people to all my friends. Choose another seller, these guys are just awful, don't trust them, your pets will never receive what they need. Customer service also didn't help. Just AWFUL. Service Value Shipping Returns Quality

“Where's my pet's med?”

Ordered Simparica Trio on May 31 now June 10 still nothing! Called their customer service and asked if I needed to mail or email the prescription to them, they said ''no, we sent two emails to your vet, and still waiting to get the approval, call your vet and see what the hold up is'', so I called the vet's office and sat talking to the receptionist until the FIRST email from chewy came through then told ''oh we stopped doing this form a long time ago, now you just download the script to their portal''. Would've got my dog's med a week ago had I not gotten a circle jerk! Tip for consumers:ORDER WAS CANCELLED,,, WILL NOT GO THERE AGAIN!! Products used:ORDER WAS CANCELLED Service Value Shipping Returns Quality

“Disgusting”

If anyone uses CHEWY as a delivery service for dog food they are terrible at customer service and very OVERPRICED. Better off going and giving your business to PETCO or another delivery service. I'm assuming CHEWY is having financial and personnel problems and that's why I am done! Just a horrible experience all around! Thanks for reading Service Value Shipping Returns Quality

“Very caring”

I had to call Chewy because I had just bought a bag of dog food for my pup and needed to return it because I had too lay my pup to rest. I had Zero for 12 yrs and it was very had thing to do. Chewy not only gave me a refund for the food, I received a very nice bouquet of flowers today. I was very touched by this. I have never had this level of caring from any company. I will never use another company. Chewy customer forever. Service Value Shipping Returns Quality

“Rude Customer Service”

Recently, my orders to Charities have been requiring telephone verification. Chewy screwed up, then when I phoned, their employee Aishia, I think, talked over me, then hung up on me. MOST JUVENILE BEHAVIOR EVER. The next employee said she fixed the billing problem but didn't. I Cancelled my account and will use Amazon or Walmart. Products used:I donated cat food to a Shelter Service Value Shipping

“Chewy is my preferred online retailer for pet supplies.”

Chewy is my preferred online retailer for pet supplies. The website offers a vast selection of products, including food, toys, and accessories, for pets of all shapes and sizes. I appreciate the convenience of auto-ship options for recurring orders, as well as the fast and free shipping on orders over a certain threshold. The customer service is exceptional, with helpful representatives available to assist with any inquiries or issues

“Mark D in Lone Jack,Mo”

This company sucks! I had a package that was supposed to be delivered today and FedEx delivered it to the wrong address. I called twice to Chewy and both times said we'll get another order sent right out, which they never did. DO NOT BUY FROM CHEWY! Service Value Shipping Returns Quality

“Chewy.com is an amazing company!”

Chewy.com is an amazing company! I recommend ordering all you can from there. They have easy ordering, quickly coordinate with your vet for prescription refills, and fast shipping. Not only that, but when my pet passed away they went above and beyond to provide extremely personal service and solutions. For being such a large company, they truly care about every single customer. I commend them on how they conduct business.

“My favorite company”

Not only does their easy auto ship option with simple adjustments make it so easy to keep up with prescriptions and food, this company goes above and beyond. They sent birthday cards to your pet and a Christmas card every year. I also randomly got sent a personalized hand drawn portrait of my pet for national dog month—it literally made me cry. I will forever be a Chewy customer! Tip for consumers:I love this company! Products used:Food, prescription meds, toys, couch covers, all things pet related Service Value Shipping Returns Quality

“Wonderful Company, Wonderful Customer Service”

Deliveries of my pup's prescription dog food and treats were always on time. The customer service folks I spoke with on the phone over the years could not have been nicer or more helpful. My beloved little pup, Angus passed away a week ago. I had recently received his Chewy.com order of prescription food and treats, but never opened the box. Not only did Chewy.com say they would gladly issue me refund, but said to I could donate that delivery to our vet's office (which I did). This afternoon I received a lovely bouquet of flowers accompanied by a heartfelt sympathy note from the Folks at Chewy.com in memory of my dearest little Angus. Chewy.com's kindness and thoughtfulness at this sad and difficult time has been above and beyond. I can not thank them enough.

“Customer Service Outstanding”

Chewy is an amazing company. The subscription service is outstanding. Deliveries are flawless and economical and it is so easy to make changes in quantities and frequency. We had to put our 12 year old Mason to sleep recently and had just had 6 12 can cases delivered. I spoke with Rachel who was so compassionate and comforting. I not only received a refund but was told to please just make a donation of the food which we are doing to New Hope Animal Shelter in Delano Fl. This morning I was feeling so sad missing my sweet friend when a knock came at my door. It was a beautiful yellow flower arrangement and sweet note from Chewy. What an outstanding company!

“Horrible”

They denied a first time buyer a promotion claiming the promotion had been used on another order but yet they have never purchased from this company their whole life so now my self and 11 cat rescues will no longer buy from here hope they enjoy that loss for discriminating against new customers and lying just so they don't have to give th the discount they advertise Tip for consumers:Horrible business ethics Products used:Horrible business ethics Service Value Shipping Returns Quality

“The best Company ever”

This company is unbelievable. I lost my dear Hiram kitty last Tuesday. I called Chewy to tell them that I had 6 cases of cat food and my baby passed away. I felt like a blubbering idiot. Melanie said she would credit my account and just donate the food to a shelter. That was awesome enough. Yesterday UPS delivered these beautiful roses. WHAT? Tip for consumers:Sign up for subscribe and save. There is where you get your best deals. Products used:Cat food Service Value Shipping Returns Quality

“The best overall company I've ever dealt with”

We just lost our dog so I emailed chewy to let them know that they needed to cancel our auto ship and delete our account. I am still in shock of their extremely high level of customer service. They were incredibly kind and supportive, we exchanged a few emails, they asked if we can send them a picture of our boy that they could hang on their wall, that if we needed anything or talk at anytime they would be here for us through the days months and years to come. To my surprise this morning they have delivered flowers in a case to our house. Mind you, I was only buying shampoo from them. My heart is touched by this company and I will rave about them to anyone. Chewy thank you so much Service Value Shipping Returns Quality

“Unpredictable and Disappointing”

We spend well over $200.00 per month with Chewy for cat food. We take care of 16 cats total in our area. We signed up for Auto-Ship so we could have the food on a regular basis but unfortunately, Chewy.com has become unpredictable and inconsistent in shipping out our orders. We're going to look for another source. Chewy has disappointed us too often. Tip for consumers:Chewy is inconsistent and unreliable. Products used:Haven't gotten my order yet Service Value Shipping Returns Quality

“Not happy”

So usually, i like Chewys. Lately their site is just way screwed up. They disabled my husbands account and my account on claims of security reasons. We have been trying to order dog food for weeks! When i asked what i was supposed to do? Wait for another team to email me. I was also told our disabled accounts can never be reopened. So thanks for that. Dont know what that is about but very freaking inconvenient! Tip for consumers:Just dont for like a month until their tech teams fix this problem. Its a nightmare and your account will just get disabled. Products used:None, they wont send me the dog food!! Service Value Shipping Returns Quality

“Just look at the photos”

They knew, sent it anyway. The refund sometimes, just isn't enough. Chewy absolutely knew of the damage. It was also 3 days late. They refuse to dump Fed Ex. Until they do, reviews will keep coming. UPDATE: Automated emails requesting we place an order. Hell will freeze over. I'm buying local after the crap they pulled. Tip for consumers:Beware. Products used:Dog & Cat food. Service Value

“Chewy is a 10 Star Company”

1 am an animal lover and owner of birds, ferrets, cats, and dogs...chewy has been my go to, supplier and over the years their customer service has been perfect - they showed their loyalty to me as their customer in big ways. It's one of the rare companies that actually cares about who they do business with. I got two dozen roses on the passing of a pet and a current order refunded and they told me to donate this order to someone that can use it. I was speechless and I will never use anyone else. Thank you Chewy it meant so much Products used:You name it Dog, cat, ferret and bird food Service Value Shipping Returns Quality

“Not the best”

I've ordered from them a number of times over the years and have had many issues. Shipping is dreadfully slow and takes weeks to get my order. I also ordered dogs bones a while back and they sent four that were completely coated with mold. Gross and certainly not something you want to give your beloved pets. Customer service responds quickly and is friendly and eager to fix issues. But with the shipping issues and quality of products they have a lot of improvements to make. I've decided to buy my treats and food locally so I don't have to deal with them anymore.

“Awful Delivery”

Website is decent, prices are comparable, and sometimes you can find good deals if you have enough promo codes. Delivery is fast, but my last delivery was unacceptable. The box was completely ripped open, covered in dust, appeared to have gotten wet then dried (contents included), and was thrown at the bottom of my steps. See attached picture. Value Shipping Quality

“Time to say "bye bye Chewy"”

I've been a customer for years, and have even supported Chewy brand American Journey. However, over the past 6 months I've noticed a huge decline in their services. My product arrives damaged, the boxes look destroyed, not enough packaging inside to protect my product, and the box has tape circled all around instead of one strip of tape on top and one on bottom. This is due to not enough packaging paper inside to support product and box during shipping. Customer service is rude and based on the way my shipments have been arriving, I'd say there are clearly training issues inside fulfillment centers. I am no longer a Chewy customer, I now buy Purina Pro Plan and have taken my business elsewhere. Tip for consumers:Support local stores or other pet supply chains. Products used:Dog food, cat food, cat litter, cat supplies (toys, houses, litter boxes) dog supplies (collars, leashes, toys, food dishes, food storage containers, bones and treats). Service Value Shipping Quality

“Terrible delivery. Terrible first impression”

Permanent rescheduling of delivery dates without notice. For a long time they could not agree with the clinic permission to sell diet food for a cat. It turned out that they sent the request to the wrong clinic. If possible, avoid this store. I ordered the 1st, until today there is still no delivery, although my cat after the clinic needs specialized feed. Tip for consumers:If your animal can not eat for a week then feel free to order Service Value Shipping Quality

“Service at Chewy?”

I have been using Chewy for my pet food needs for at least the past six years, and I have been very happy with the services that they have provided. All that seems to be over. I called to inquire about a recent order that should normally have arrived that day. I waited for phone help for 25 mins (at 8:00 AM). This is unacceptable based on the excellent service they have provided all these years. I sincerely hope that things change with them. Maybe they have become too successful? Tip for consumers:Try to find someone as reliable as Chewy used to be. Products used:Urinary SO, a prescription only pet food. Edit: I cannot rate their returns policy as I've never had to return anything, but the "Not Applicable" wouldn't work for me Service Value Shipping Returns Quality

“Delivery is always sporadic, it used to be good about a year ago, now I never know when it will be h”

Delivery is always sporadic, it used to be good about a year ago, now I never know when it will be here. Can't depend on it. Also the packaging is not too great, the bags of cat food are packed with boxes of canned food, which pokes holes in the bags of cat food. So when you open the box cat food is everywhere. I must say though if you call them they will send out a new bag.

“Used to be a responsive company”

Chewy was a wonderful and responsive company once. No longer. Phone calls are on hold, then dropped after 40 minutes. E- mails are promised to be answered in a "few days". Auto ship supplies are delayed, meaning that your pet may run out of food before they arrive. Website is overwhelmed and wonky.