Complaints
This profile includes complaints for Chewy, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 484 total complaints in the last 3 years.
- 157 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:03/07/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Chewy.Com pushed me totally away due to my lack of hearing on headsets and on their lousy phone system.I still had 3 coupons from Purina that they promised to send me a check for. I even got a very nasty letter from them, promising that they sent the coupons via Fed Ex. I have called Fed Ex and they said that I should have received a tracking number or else this is a scam. Anyway, they do owe me the check for my coupons for sure. I have yet to receive the check as they promised.
Business Response
Date: 03/11/2024
Hi there *****,
Thank you for reaching out.
As we mentioned in our prior correspondence with you, the check is in transit, and is scheduled to be delivered on 3/12/24.Please use ***** tracking number ************ to track the progress of the delivery.
Kind Regards,
Chewy Customer ServiceCustomer Answer
Date: 03/11/2024
Complaint: 21398394
I am rejecting this response because: I have not seen one positive thing from Chewy. Chewy pushed me away due to my special needs that I cannot help. Very nasty to me.
Sincerely,
***********************Initial Complaint
Date:03/03/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Tried to order online a promotional item Chewy had for Diamond Naturals Beef and rise when I went to checkout the price was not the same as advertised price. When I called to complain the person was rude and said the advertisement was not from chewy.com but it was. He continued to argue with me. I gave up and am now contacting the BBB and Chewys. Iretired from Natures Variety and trained a future/former of Chewys QA ****************************. Chewys needs to stand behind their advertised prices instead of s******* someone over.Business Response
Date: 03/04/2024
Hi there,
The details provided with the complaint, do not associate with any active Chewy account. Could we please request additional details to review the complaint?Business Response
Date: 03/04/2024
Hi there,
The details provided with the complaint, do not associate with any active Chewy account. Could we please request additional details to review the complaint?
Initial Complaint
Date:03/02/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The orders they sent were wrong, and rather them sending me the new ones prior to wait for the return, they want me to wait for the return slip, and send them the package. Then, they will send me the replacement. They need to honor their customers, and this lady name **** is like a robot, and repeated the same policy which I totally get it if it is my fault to order it wrong. There is no exception on case by case basis.Business Response
Date: 03/07/2024
Hi there *********,
I'm so sorry about your recent order experience. At Chewy, we strive to provide a positive experience with every customer interaction, and we dropped the ball here. We are reviewing your recent interactions with our agents and will follow up with the agents for a coaching session for any missed opportunities.
Our return policy is simple and worry-free: If you're not 100% unconditionally satisfied with your pet supplies, you can return them within 365 days of purchase. Our returns are done on a case-by-case basis, in the event we require the items to be returned, we can send return shipping labels, a box, and even set up a ************ at your convenience.
I did some digging and was able to locate your original order ending in *****. A free replacement order ending in ***** was processed on February 19th, 2024, and delivered February 21st,2024.Because you are a valued Chewy customer, we also processed a free replacement order (ending *****) for the 3 remaining cases. The order was shipped on March 6, 2024. According to ***** tracking is scheduled to be delivered on March 8, 2024.We really appreciate your understanding and thank you for giving us the opportunity to help with this. If you have any questions, please don't hesitate to reach out to us. We're here 24/7 to lend a helping paw.
Kind regards,
******************
**************** Management
**********************Customer Answer
Date: 03/07/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**************************Initial Complaint
Date:02/28/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Order was delivered and box was retaped. Items were missing from the box. Order number ********** Chewy has been giving me the runaround since February 17. They said they got in touch with ***** and they never did. They are stalling me!Business Response
Date: 03/05/2024
Hey there *****,
I'm so sorry about your recent experience. At Chewy, we strive to provide a positive experience with every customer interaction, and we dropped the ball here. We will certainly review your most recent interactions with our customer service representatives and follow up with the agents for any missed opportunities.
In situations where a package is lost, damaged, or stolen, we must take steps to ensure it is investigated properly with our shipping partner, ****** In this case, we apologize for not being able to immediately replace the order without concluding the investigation with *****, as we would not want a replacement order to encounter the same issue.
I did some digging and was able to locate your order ending in *****. On February 28, 2024, we processed a partial refund in the amount of $33.13 for the items that you reported missing. Generally speaking, you will see the refund amount credited to the account associated with the payment method on file used for the order within 3 to 5 business days from the processing dates, however that timing may vary based on your banking institution.
We really appreciate your understanding and thank you for giving us the opportunity to help with this. If you have any questions, please don't hesitate to reach out to us. We're here 24/7 to lend a helping paw.
Warm regards,
**********************
Customer Service Manager
**********************Customer Answer
Date: 03/06/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Initial Complaint
Date:02/23/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I order my dog's medication on auto-ship through Chewy. I have been informed by his veterinarian on multiple occasions that it is dangerous for him to go off of his medication. The auto ship had been approved but I did not receive a shipping notification for quite some time and was nearly out of his medication so I reached out (on 2/21) to ensure that the medication would be shipped ASAP and was told everything was fine and it would be shipped shortly. Then on 2/23 I got a call that there was an issue with the vet approval, they had called multiple times, and they needed me to reach out to the veterinarian myself. I went in person to the veterinarian, where I was told that they had not received any calls from them. They called Chewy and resolved the problem AND informed Chewy that I needed the medication shipped overnight because my dog is completely out of it. When I went to check the shipping notification, it said that the medication would be delivered on TUESDAY, 2/27. I reached out via their chat line and was informed that I needed to call in to see if I could get faster shipping. When I called, I was told there was basically nothing they could do to ensure that my medication would arrive more quickly. They then blamed ***** for the shipping, which would not have even been a problem if they had told me SEVERAL DAYS EARLIER WHEN I REACHED OUT about the initial issue. My dog's health is now at risk due to their extremely ludicrous behavior. Honestly, a company like this should not be allowed to handle medications if they cannot do the bare minimum to ensure that replacement medication is there when the previous medication is out.Business Response
Date: 03/08/2024
Hi there *****,
Im so sorry for your recent experience. Here at Chewy we strive to provide top notch service with every interaction. We are reviewing your recent interactions with our agents and will follow up with the agents for a coaching session for any missed opportunities.
Because you are a valued customer, and due to the confusion, we processed a refund for your order ending -789 for a total of $44.25. Generally speaking, you will see the refund amount credited to the account associated with the payment method used for the order on file within 3 to 5 business days after the date it was processed; however, that timing may vary based on your banking institution.We really appreciate your feedback and thank you for giving us the opportunity to help with this. If you have any questions, please don't hesitate to reach out to us. We're here 24/7 to lend a ***********.
Warm ************************************************************ Manager **************************
**************
Initial Complaint
Date:02/23/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Was promised by chewy at $30 credit as a loyalty Customer for spending hundred dollars on my last order. They never followed up or did what they said. When I called back, they said that that was not true and that there was no notes on the account. And refused to escalate the call.Business Response
Date: 03/08/2024
Hi ****,
I'm so sorry about your recent order experience. At Chewy, we strive to provide a positive experience with every customer interaction, and we dropped the ball here.
Thank you for taking the time to speak with us and allowing us the opportunity to make things right. As we discussed, we processed two refunds for your order ending in -6767 -- $30 to honor the gift card promotion at the time the order was placed and $70 as a courtesy due to your experience. Generally speaking, you will see the refunded amounts credited to the account associated with the payment method on file used for the order within 3 to 5 business days after the date it was processed; however, that timing may vary based on your banking institution.
We really appreciate your feedback and thank you for giving us the opportunity to help with this. If you have any questions, please don't hesitate to reach out to us. We're here 24/7 to lend a ***********.
Warm regards,Customer Service Management
**********************Initial Complaint
Date:02/21/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I rec'd the attached coupon in mail. It clearly states one use per household but not that it's a one time use only code. I tried to share with my father who lives in a different state so he could order from chewy and was told it was a invalid code. They should make sure that the promos they send out have accurate information. Very unhappy.Customer Answer
Date: 02/25/2024
Chewy has contacted me, we have worked out the situation and they were very accommodating and apologetic. Please remove my complaint. Thank you. *************************Initial Complaint
Date:02/20/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have a chewy gift card in my chewy account. However, ********************** had very bad customer service when I was with them, I deactivated the account. The gift card still has balance there and I thought I can use it for my friend. However, it doesn't allow me to. I called them to reactivate my account but they refuse to. I have money in that account and all the information regarding to that gift card. I need BBB's help to get my gift card back from my deactivated chewy account.Business Response
Date: 02/26/2024
Hi there ****,
I'm so sorry about your recent experience. At Chewy, we strive to provide a positive experience with every customer interaction, and we dropped the ball here.
Wed be happy to assist you with this issue, however we did some digging, and we were unable to locate your Chewy account using the information provided to the BBB. Please give us a call at ************** and a supervisor will be happy to further assist.
Warm regards,
************
Customer Service Management
**********************Initial Complaint
Date:02/16/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Chewy advertises a 100% satisfaction guarantee for the products they sell. I purchased products from Chewy that made my dogs ill enough to need to see the vet. Chewy stated they "could not" refund the products if I could not return them, which obviously could not be done as they had been consumed by my dogs. Chewy then stated that attempting to file a complaint or chargeback would "create a bigger headache [for me]."A manager also claimed the return policy has changed and they "cannot" refund unless the product can be sent back, but the return policy posted on the web site has not changed. It states that 100% satisfaction is guaranteed and that chewy can refund without the product needing to be returned.Business Response
Date: 03/01/2024
Hi ****,
I'm so sorry about your recent order experience. At Chewy, we strive to provide a positive experience with every customer interaction, and we dropped the ball here. We are reviewing your recent interactions with our agents and will follow up with the agents for a coaching session for any missed opportunities.
I did some digging, and I can confirm that as a courtesy, we processed a refund for your order on February 16, 2024. Generally speaking, you should have seen the refunded amount credited to the account associated with the payment method used for the order within 3 to 5 business days, however that timing may vary based on your banking institution.
Thank you for choosing Chewy, and we look forward to serving you and your furry friends better in the future.
Warm regards,
****************
Customer Service Manager
**********************
Initial Complaint
Date:02/15/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This is about the order : Order #********** (Order Total: $122.99).Chewy sent me this order without my permission on Jan 3rd, and charged my credit card. My dog is too old to eat this puppy food so I asked to return it. They sent me a label for ****** and I dropped it to local ***** the same week. But I had never received a refund afterward. I contacted them several times. The first time, they told me they received the package, and will refund soon. After two weeks without refund, I asked them again but this time they said they did not receive the return. I did not save the receipt because they said they received it already. They said this maybe an issue with ***** and their ware house, and will do an investigation. It had been more than a month after that, and I had never heard back from them.Business Response
Date: 02/22/2024
Hey there ******,
I'm so sorry about your recent experience. At Chewy, we strive to provide a positive experience with every customer interaction, and we dropped the ball here. We will certainly review your most recent interactions with our customer service representatives and follow up with the agents for any missed opportunities.
We did some digging and located your most recent order ending *****. Based on the ***** tracking number for the prepaid return label provided to you, the return has not been scanned as dropped off with *****, nor does it show it has been picked up and returned to our facility.
At this time, unfortunately, we are unable to move forward with a refund for the order in question, as we have not confirmed that the item was returned to our facility. Once we receive the item and it is processed and verified, we will be able to issue a refund. If you used a different method to return the item or require another ***** return label,please contact us.We really appreciate your feedback and thank you for giving us the opportunity to help with this. If you have any questions, please don't hesitate to reach out to us. We're here 24/7 to lend a helping paw. Kind regards,
****************
Customer Service Manager
**************************
**************Customer Answer
Date: 02/22/2024
Complaint: 21298515
I am rejecting this response because: The first customer service rep confirmed that they have received the returned products but later on they said that they did not receive it. This is an issue that they have with ***** and I think they should solve it with *****. The first customer service rep said there were two tracking labels with one of them was received.Since this had been so long and they do not perform any internal investigation but just refused to refund. I will have to escalte this further to solve it.
Sincerely,
***********
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