Complaints

This profile includes complaints for Chewy, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Chewy, Inc.

  7700 W Sunrise Blvd Plantation, FL 33322-4113

  
• 

  Chewy, Inc

  40 Dauphin Dr Mechanicsburg, PA 17050-8521

• 

  Chewy, Inc

  40 Dauphin Dr Mechanicsburg, PA 17050-8521

• 

  Chewy, Inc

  600 New Commerce Blvd Ste R Hanover Township, PA 18706-1403

• 

  Chewy, Inc.

  256 S. 143rd Ave. Suite B Goodyear, AZ 85338

The 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:04/07/2025

  Type:Billing Issues
  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 placed an authorization hold on my checking account for $270.44 on April 6th that I did not authorize. Initially there was an order placed on April 4th for $300.99 for which chewy canceled all but one item. The one item was in the amount of $30.53 which has been successfully charged to my account. They had no right to charge my account on April 6th for $270.44. nobody there has been of any assistance with this matter at all.

  

  Business Response

  Date: 04/09/2025

  Hi ********,
  
  I'm so sorry again about your recent order experience. At Chewy, we strive to provide a positive experience with every customer interaction, and its clear we dropped the ball here.
  
  At Chewy, we only charge your account when your order is shipped. However, when you first place an order, our payment system requests a payment authorization from your bank or credit card issuer, which places a pending authorization for the estimated total amount of your order. This is not an actual final charge, but it can affect your available balance depending on your banks policies.
  
  In your case, I did some digging and was able to locate your order ending in *****, originally placed on April 4th for $300.99. The majority of the order was canceled, and only one item totaling $30.53 was shipped and successfully charged to your account. The remaining authorization for $270.44 should have been released by your bank shortly after the final charge was processed. However, the timing for releasing those funds is dependent on your banking institution and may vary.
  
  As a courtesy, and due to your experience, we processed a refund for the remaining balance of your order (ending in *****) on Monday, April 7, 2025 in the amount of $30.35. Generally speaking, you should see the refunded amount credited to the account associated with the payment method used for the order within 3 to 6 business days, though that timing may vary depending 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 help however we can.

  
  Warm regards,
  ********* .W

  Customer Care Manager ************************** **************

• Initial Complaint

  Date:04/07/2025

  Type:Service or Repair Issues
  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.

  Purchased $548.95 Worth of pet food with expectations of receiving within there given 3 days. Nothing has been shipped, I called and got run around. Said I needed to confirm that it was me three days after I ordered, without an email or any kind of notification on that. Chewy is a joke, Ive ordered from them before and did not have to confirm that it was me.

  

  Business Response

  Date: 04/08/2025

  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.

  As part of our standard security measures and to protect the integrity of our customers' accounts, we may request verification to confirm your identity. This step is essential in safeguarding your transactions and preventing any potential misuse. We understand this may have caused a delay in processing your order, and we sincerely apologize for any inconvenience this caused to you and your pet family.
  

  I did some digging and was able to locate your order ending in *****. I can confirm that your order was placed on April 3rd, processed on April 5th, and delivered via ***** on April 7th.
  

  We truly value your feedback and appreciate the opportunity to assist you. If you have any further questions or need additional support, please dont hesitate to contact us. Our team is available 24/7 and always ready to lend a helping paw.
  

  Warmest Regards,
  

  ****** *.

  Customer Care Manager

  **********************

  Customer Answer

  Date: 04/12/2025

   
  Complaint: 23165045
  
  I am rejecting this response because: Ive ordered from you about a month ago without issue as you did not read my whole complaint. You did not contact me to even confirm the order the first or second time Ive ordered. It was the second time Ive ordered and you had to confirm supposedly because but didnt even try to contact me to confirm. Your business practices are a lie in order to stall shipping. 
  
  Sincerely,
  
  **** ****

  

  Business Response

  Date: 04/14/2025

  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.
  

  After reviewing your recent orders, we can confirm that your initial order ending in ***** did not require any verification. However, your following order ending in ***** did prompt a verification step. This process is occasionally required for larger orders to help ensure accuracy and secure delivery.
  

  We understand that this may have caused an unexpected delay, and were truly sorry for any inconvenience. The good news is that once your information is confirmed, you wont need to complete this step again for future orders.
  

  We sincerely appreciate your feedback and the chance to assist you. If you have any other questions or need a paw with anything else, were always here 24/7 to help.
  

  Warmest Regards,
  

  ****** *.

  Customer Care Manager

  **********************

  
  

  Customer Answer

  Date: 04/24/2025

   
  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. Although did not make the delivery within 3 days as they advertised.
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:04/03/2025

  Type:Customer Service Issues
  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.

  We have 8 indoor-only cats and a colony of 8 outdoor cats who live on our property and are well-taken care of.Recently all our cats started vomiting. One was vomiting blood. My cat-only vet said she was treating numerous cats at the same time. All had the same vomiting issue. The cats (over 30) had 2 things in common: All were fed Fancy Feast with chicken and all the Fancy Feast had been delivered by ************************* vet told me to call Chewy. Chewy asked some questions and told me to dispose of the chicken containing food I had and then call Purina. She gave me some numbers for Purina. Then she gave me a credit of a little less than $50 for the food. (in the garage if they want it)I called Purina and got a foreign call center. The woman there barely spoke English. They didn't care. I wasn't sure which Fancy Feast food caused my cats to vomit. I often mix cans together. I knew that on the day they became ill I fed them a chicken mixture. I buy three types of chicken mixtures: Chicken and Tuna, Chicken and Liver and Beef and Chicken. I had 58 loose cans and 72 still in the box. I can neither use nor donate 130 cans of food. Chewy gave me a credit of less than $50 for all of the food I can't use. I didn't ask Chewy to pay the vet bill or compensate me for having to clean vomit up for nearly five days. I didn't ask Chewy to pay for the medication I had to buy. I asked for Chewy to make good on the food that I cannot now feed my cats. A credit would be fine. I was asked by *** ******* to explain my problem (this is the 4th person I have dealt with at Chewy). I sent her a summation of the issue and no one at Chewy acknowledged it. The once really excellent customer service ********************** once had is gone. The service this time out has been terrible.I just want my loss of ****************************************** full, not just in part. And I don't think that's a huge ask, especially since I have been a loyal Chewy Customer since its beginning. Reimbursement or store credit

  Customer Answer

  Date: 04/04/2025

  Chewy contacted me and settled this complaint to my satisfaction. Could you please withdraw it?

   

  Thank you for your help,

   

  ****** ***** *****

  ************

  **********************************

• Initial Complaint

  Date:03/31/2025

  Type:Product Issues
  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 received a printed mailed coupon that states "$20 off your first pet food, supplies, or pharmacy order of $49 or more..." When I tried to use this promotion, Chewy website forced an alternative promotion that required spending $49 to get $20 off a *future* transaction. The wording of both offers specifies that they are for first time customers only. I wanted to use the $20 off on my first purchase, as advertised. I spent over an hour just trying to get the customer service to honor the fine print of the coupon their company sent me. While they did honor it, they attempted multiple times to avoid honoring the coupon. Additionally, the coupon specifies pharmacy items qualify under the promotion, but and the customer service *** specified that they would not honor the coupon for the purchase of pharmacy items. This is false advertising.

  

  Business Response

  Date: 04/02/2025

  Hi there Hannah,
  

  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.
  

  I did some digging and was able to locate the promotion referenced in your complaint. Thank you for reaching out to us, and I sincerely apologize for the frustration and confusion caused by the issue with the mailed coupon. While Im glad to hear the discount was ultimately honored, its clear there was a breakdown in communication around the terms of the offer.
  

  After reviewing your order and account, we see that you spoke with a Chewy Supervisor, and the promotion was successfully applied to your order ending in -3427.
  

  As a courtesy, and due to your experience, weve added a $20 eGift card to your account. This has been applied to your account and is available to use on your next order.
  

  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.
  

  Warmest Regards,
  

  ****** *.

  Customer Care Manager

  **********************

• Initial Complaint

  Date:03/30/2025

  Type:Product Issues
  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.

  Would you PLEASE have a competent leader who is capable of making decisions, contact me. I have been advised by my veterinarian that their Vet practice will no longer work with Chewy to authorize prescriptions , due to the length of time it takes, etc. I initially didn't understand what the vet was referring to but now I do understand. I obtained hard copy prescriptions from my vet as as advised by **** employees, I sent the **** Priority mail. I was told that you would not accept *** nor FED.EX and the prescriptions had to be sent **** only. They gave me the address and I carefully sent my prescriptions in , tracked the Priority mail and then waited for my order to be processed (I also included a cover letter on top of the prescriptions). I try to be as communicative as possible. Long, frustrating story short: I have called Chewy multiple times, explained the situation, and asked when I would receive my dog's prescription food., etc. I received 4 different answers on 4 different occasions. I have also received emails from Chewy but they make no sense if they are processing my order. You have charged my credit card yet not a person at Chewy can tell me a thing about my order. PLEASE contact me as soon as possible. My 13 year old dog with gut issues is now completely out of wet food. We are so disappointed in the lack of appropriate communication and customer service. Please call me: ************

  

  Business Response

  Date: 04/03/2025

  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 also want to sincerely apologize for the confusion around mailing in your prescription, the mixed communication you received, and the lack of clarity about your orders status. Thats not the experience we want for you or your furbaby.
  
  Thank you for taking the time to speak with us and giving Chewy the opportunity to make it right.  As we discussed, we have resolved the issues regarding your little ones vet diet authorization and the order delay (ending in *****). Weve confirmed that your prescription was received and processed, and your order has since been released for shipment. And, according to ***** tracking, is currently scheduled to be delivered on April 3, 2025.
  
  As a courtesy, and due to the delay, we would like to offer you a $75 eGift Card. This has been applied and is available to use at checkout on your next order with 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 help however we can. 
  Warm regards,

  
  ********* *.
  Customer Care Manager
  **************************
  **************

  Customer Answer

  Date: 04/16/2025

   
  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,
  
  ******* ********

  Customer Answer

  Date: 04/16/2025

  Satisfied with the response. Thank you.

• Initial Complaint

  Date:03/30/2025

  Type:Service or Repair Issues
  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.

  Deliveries continually left in wrong location, worked with Chewy to resolve issue, the **** unable to resolve problem, company refusing to hold ***** responsible.

  

  Business Response

  Date: 04/09/2025

  Hi There ******,
  

  I'm so sorry about your recent experience order and delivery experience.
  

  We understand you've experienced multiple delivery issues, including your order ending in *****, which appears to have been misdelivered. Weve submitted formal complaints to ***** and are actively working with their station managers to address and resolve these concerns.
  

  To help prevent this from happening again, well be closely monitoring your account and reviewing each of your future orders to ensure accurate delivery. If any additional issues occur, well take prompt action to make things right.
  

  We truly appreciate your feedback and the opportunity to make things right. If you have any additional questions or concerns, please dont hesitate to contact us. Were available 24/7 and always happy to help.
  

  Warmest Regards,
  

  ****** *.

  Customer Care Manager

  **********************

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 23136187
  
  I am rejecting this response because :

  This issue has been ongoing for two years and this is the exact response I get from Chewy every time with absolutely zero change in deliveries.
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 04/14/2025

  Hi There ******,

  I'm so sorry about your recent experience order and delivery experience.
  

  While a few recent orders were delivered correctly, we recognize that the issue is not yet fully resolved, and we remain committed to addressing it permanently. We want to assure you that were actively working with ***** to implement a long-term solution to ensure successful future deliveries.
  

  We have also attempted to contact you for additional information but were unable to reach you.
  

  We sincerely appreciate your feedback and the opportunity to make things right. If you have any further questions or concerns, please dont hesitate to reach out. Our team is available 24/7 and always happy to assist.
  

  Warmest Regards,
  

  ****** *.

  Customer Care Manager

  **********************

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23136187
  
  I am rejecting this response because I have tried working with Chewy and ***** to resolve this issue multiple times over the past few years, apologies dont solve the problem. This response is no different than every response Ive gotten from Chewy on this issue, why would I believe anything will change?
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:03/29/2025

  Type:Product Issues
  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.

  Package arrived in a box that looked fine. Upon opening the box up in the back yard the bag of dog food broke open as if the support of the bag just gave way and the food went everywhere. After spending time shovelling up the dog food to put in the trash as it had been all over the ground in the backyard I also put the empty bag that had burst into the trash. I contacted via live chat and the first ***** told me they would refund. Then an issue came up and I spoke to 2 supervisors. They were both pretty unhelpful and told me basically its my fault for not keeping the empty & burst bag as they would need that back? Makes no sense to me why they want an empty bag back without any food as it was all in the trash! Tried to reason with them but nothing worked so im putting this complaint in hopes of a resolution to get my money back as this is not good customer service.

  

  Business Response

  Date: 03/31/2025

  Dear *******,
  
  Im so sorry for your recent experience. Here at Chewy we strive to provide top notch service with every interaction. We will certainly review your most recent interactions and follow up with 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. Additional details and information on Chewys Terms of Use can be found at the link below: ****************************************************
  
  We understand that when you, a valued customer, make a purchase from our site, you expect to receive your product in a timely manner and in excellent condition, ready for your pets to enjoy. Our returns are assessed on a case-by-case basis, and we understand how frustrating this experience has been. I did some digging and was able to locate your order ending in *****. Im so sorry the bag of dog food arrived damaged. As a courtesy, a refund of $37.62 for your order ending in ***** has been refunded back to your original payment method. Generally speaking, you may see the refund amount credited to the account associated with the payment method on file within 3 to 5 business days, however that timing may vary based on your banking institution.
  
  To maintain account security, you can regain access to your account after calling our customer care line at ************** and verifying your information.
  
  We really appreciate your understanding and thank you for giving us the opportunity to help with this. Please feel free to reach out to us anytime if you have further questions or concerns. Were here 24/7 to lend a helping paw.
  
  Warm regards,
  
  ******** *.
  Customer Care Manager **********************
  **************

• Initial Complaint

  Date:03/25/2025

  Type:Service or Repair Issues
  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.

  Both in February and March of 2025, Chewy has blocked my account and my orders. I spend over $12,000 annually on Chewy. I have spoken to multiple **** both while chatting and calling and they cannot seem to figure out why I am getting blocked every month. This is outrageous to spend so much money every month with 3 autoship deliveries and not be able to feed my pets.

  

  Business Response

  Date: 03/27/2025

  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 apologize for the technical issue that impacted your Autoship order. Im so pleased we were able to connect and get things fixed for you. Your Autoship has been successfully updated, and your next scheduled shipment should process as expected.
  
  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.
  
  Warmest Regards,
  
  ***** B

  Customer Care Manager

  Chewy

  Customer Answer

  Date: 04/09/2025

   
  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:03/23/2025

  Type:Service or Repair Issues
  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.

  March 20th I logged on to chewy to check prices of flea and tick medication and noticed at the top of their landing page they have an advertisement stating 50% off 1st autoship order of flea and tick medication. I navigated to vectra for medium dogs, I chose vectra 12 month supply at $178.18. I added to autoship but the total at checkout. Only came down to $169.27 vs $89.09 which is 50%. $169.27 is only 5% it to my autoship but when I went to checkout only 5% was deducted. I retried it with a 6 month supply but the same thing happened and I only got 5% off not 50%. attempted to resolve by chatting with customer service but they said it's for pharmacy Rx orders only however that is NOT how the ad reads as my screenshots and video show. They offered 10% off which is nothing even close to 50% so I said it they refused to honor what their website clearly is advertising if take it up with the appropriate state & federal entities that oversee false advertising/bait And switch.

  

  Business Response

  Date: 03/31/2025

  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 can confirm that the Vectra 3D Flea & Tick Spot Treatment for Dogs, 2155 lbs, 12 Doses (12-month supply) is excluded from the 50% off your first Autoship order of flea & tick protection promotion. To view available promotions for specific items, we recommend logging into your Chewy account and checking the product page directlyany applicable promo details will appear beneath the items price.

  We apologize for any confusion or miscommunication regarding this promotion. As a courtesy, and because you are a valued customer, wed like to offer you a $50 eGift Card for your experience. This eGift Card does not expire and can be used at any time on your next Chewy order.

  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.

  Warm regards,
  ********* .W

  Customer Care Manager www.chewy.com **************

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23104645
  
  I am rejecting this response because:

  There are over 25 pages I found with the advertisement "50% off flea and tick medication with first autoship." 

  NOT ONE of those ads was in the pharmacy section. 

  There was no *, caviat, small print, special circumstance may apply or anything of the sort to lead one to believe there was a catch. 

  I tried to resolve it with you and you offered me a measly 10% off which isn't even half of 50%, has you offered something like 25% at the time I would have accepted but you continued to treat me like an idiot.

  A week later I went back, you hadn't changed any of your false and misleading advertising. 

  2 weeks later, still no changes and just last week my sister, who is a chief marketing officer told me she found the same thing when looking for flea and tick medication for her cats and because she knows the laws and regulations she assured me this is false and misleading advertising and I shouldn't drop it and that she would be following up without states AGs office and submitting complaints of her own given the deceptive advertising practices you've doubled down on. 

  I gave you a chance to resolve it and it it's not settled here I'm filing in small claims. Maybe to you a $50 savings isn't a lot but that's good for a week for me so I'm not letting your corporate offices think they can get away with misleading people.

  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 04/08/2025

  Hi ******,
  
  I'm so sorry again about your recent order experience. At Chewy, we strive to provide a positive experience with every customer interaction, and its clear we dropped the ball here.

  As previously mentioned, Vectra 3D Flea & Tick Spot Treatment for Dogs, 2155 lbs, 12 Doses (12-month supply) is excluded from the 50% off your first Autoship order of flea & tick protection promotion. When clicking on the promotional banner for 50% off your first Autoship order of flea and tick protection, a new page opens displaying all eligible items. That page also clearly notes any exclusions to the offer. To view which promotions apply to specific items, please make sure youre logged into your Chewy account and check the product pageany
  available promotions will appear beneath the items price. Additionally, Pharmacy items will be labeled with Prescription Item or Prescription Required directly on the product page.

  We apologize for the misunderstanding and any miscommunication about this. As a courtesy, we added a $65 eGift Card to your account towards your next Chewy order. This has been applied to your account and is available to use on your next order.

  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 help however we can.

  Warm regards,
  ********* .W

  Customer Care Manager ************************** **************

  Customer Answer

  Date: 04/17/2025

  
  Complaint: 23104645
  
  I am rejecting this response because:
  
   
  Complaint: 23104645
  
  I am rejecting this response because:
  As mentioned and have shown in all of my screenshots, your ad said 50% off flea and tick medication. There was no asterisk or no other notification that this this promotion only applied to prescription medications. On top of that the ad ran on every single page of Chuy's website. If it was just a promotion for flea and tick medication for prescriptions only, number one you should have called that out in the ad, and number two you should have not had the roaming ads with the circulating banner showing 50% off flea and tick medication on EVERY SINGLE CHEWY PAGE WITH NO MENTION OF IT BEING RX ONLY IN THAT AD AS YOU CAN CLEARLY.SEE FROM MY POSTS . 
  If it was for rx only the ad should have read 50% off first autoship of prescription flea and tick medication. 
  
  I believe your ad was meant to mislead people into setting up autoships for other flea and tick medications and not realizing that the 50% discount didn't apply until they got their credit card statement or bank statement specifically because 5 days after I complained multiple times the ad was still running in the same manner. It was clearly meant to mislead and take advantage of your customers. I am not going to accept any offer except you honoring the 50% off my flea and tick medication and an apology too all of your customers would be appropriate as well given that you've dragged this out in unnecessarily exorbitant amount of time
  Looking forward to your reply and acknowledgment of your accidental or purposely misleading customers with the ad. 
  All the best,
  ****** *******,
  
  ****** *******,
  
  ****** *******

• Initial Complaint

  Date:03/22/2025

  Type:Delivery Issues
  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.

  Started my Chewy account in Feb 2025, ********************** was offering a $20. Gift card if you sent so much. Started auto ship on Iams dogs food mini chunks, received my order and gift card perfectly fine, March 9th decided to use my $20 gift card to purchase some dog treats, on website it says save 50% off with first auto ship with this exact dog treat. Placed my order for named dog treats and temptations cat treats. Order number **********, received a email from Chewy saying my dog treats arnt eligible for 50%off discount after it applied perfectly fine while placing order, March 21, 2025 placed same order for same dog treats offered 50% off same dog treats, allied my $20 gift card Chewy applied to my account from Iams order and they emailed me saying they are canceling it that the offer has already been applied. The offer hasn't been applied, if it was its because I placed the order from March 9th. Still showing on ***** website that offer is available but they absolutely refuse to give me this deal. They say if I pay full price they can ship my order out when I call. This is my only Chewy account and the first time I've ever ordered with them is when I placed my order for Iams dog food. This is twice now they have refused this offer to me as advertised on theor website. They keep telling me the promotion has already been applied. It most definitely hasn't. I would like to be able to place my order like the website offers. Makes me want to never order with this company again. Didn't ever have a order issue when I placed my very first order for the Iams. NOW any order i placed is canceled.

  

  Business Response

  Date: 03/25/2025

  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.
  

  We did some additional digging and were able to confirm that you qualified for the Freshpet promotion. To make things right and ensure you receive the full value of the offer, we've added a $25 eGift Card to your account. You can apply it towards your next purchase whenever it's most convenient for you.
  

  While reviewing your account, we noticed there are multiple accounts associated with the information you provided. To ensure you can continue enjoying the full benefits of future promotions without any hiccups, we recommend using just one account for all your ********************** purchases. This helps prevent any issues with offer eligibility or overlapping promotions. For help consolidating your accounts, please reach out to our ************* team. Theyll be happy to assist you with deactivating any duplicate accounts and making sure everything is set up smoothly moving forward.
  

  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.
  

  Warmest Regards,
  

  ******** M
  ************* Manager
  **********************