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

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

• 

  Chewy, Inc.

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

• 

  Chewy, Inc

  2815 Watterson Trl Louisville, KY 40299-3868

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:01/05/2024

  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.

  My digital reward for chewy has never worked. This was given to me as compensation. Chewy will not order my gift reward. I have attempted to order and are they scratch their heads they act very ignorant about what I have they passed me to supervisors that act oblivious. I've never ordered from chewy I am a recent transplant from *****. I've had this reward since the summer and I cannot use it have cold and cold and cold and spent hours being chastised and told it's no good and I'm no good etc etc etc I have heard it all. Please help me get my $65 credit either refreshed or refunded or perhaps they'd like to trade it for another digital reward number that works. I do not want to speak with an underling of this company I want to speak with a higher up someone who knows what they're doing please.Thank you

  

  Business Response

  Date: 01/05/2024

  Customer did not provide enough information to locate their account in our business.

  Please ask the customer to provide more information so we may better help them.

  

  Business Response

  Date: 01/08/2024

  Customer did not provide enough information to locate their account in our business.

  Please ask the customer to provide more information so we may better help them.

  Customer Answer

  Date: 01/11/2024

   
  Complaint: 21102422
  
  I am rejecting this response because: I gave you all the information. You don't understand as usual. I don't have an account I tried to use my credit to open an account I tried to open up an account to get my cats products and use the credit that my boss gave me. That's an e credit as you see in the better Business bureau complaint of course you don't see an account because I don't have one. My point is I tried to use my e credit and nobody would take it. Now I have a very good $65 credit and I expect to be able to use it at chewy. You have the credit number you need to use it and you need to make sure my money is on there because I have not used it I got it as a Christmas bonus
  
  Sincerely,
  
  Violet Autumn

  

  Business Response

  Date: 01/19/2024

  Hey 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 understand that the digital reward/promotion referenced in your complaint is from a third-party, not Chewy. As such, Chewy does not have control or authorization over the digital reward/promotion and we are unable to honor it or make any changes. We suggest you reach out to the company that issued the digital reward/promotion directly for further handling and resolution.  

  
  For reference, as a general matter, Chewys promotional offers can be found on our website, in e-mails from Chewy, and/or in mailers sent via a postal service.  For more information on regarding Chewys promotional offers can be found on our Frequently Asked Questions page under the section labeled Promotions (available here: ************************************************** ) as well as in the Promotional Offers Terms & Conditions (available here:  ***********************************************************************)

  
  If you have any further questions or concerns, or if there's anything else we can assist you with, please don't hesitate to let us know.
  
  Warm regards,
  

  Rio S.
  Customer Service Manager
  **************************
  **************
  
  

  Customer Answer

  Date: 01/26/2024

   
  Complaint: 21102422
  
  I am rejecting this response because: this person by the name of *** is ignorant and mistaken. I used the gift card on a chewy order the order taker took my gift card and I never got my order that's the problem. I spent the gift card chewy took my gift card and never sent me my dog treats. That's the problem. Now there is no money on the gift card because chewy took it I called this toll free number I placed the order I received no treats no order nothing. When I want to check on the order they all acted ignorant. My boss gave me that gift card there was money on that gift card. One of the chewy boiler room order takers and they work from home all over the country, took my number and evidently screwed it up or maybe even took it for themselves. Chewy owes me the money that was on my gift card or my dog treats. I am disabled I have a service dog in my home and the treats wore for my service dog. Shame on this company shame on this company again. I want my gift card replaced. This person by the name of *** is conveniently misinterpreting my complaint. Very self-serving and unethical. Give the money on my gift card back.
  
  Sincerely,
  
  Violet Autumn

  

  Business Response

  Date: 02/05/2024

  Hey there Violet, 
  
  I'm so sorry about your recent experience.   
  
  As noted previously, we understand that the digital reward/promotion referenced in your initial complaint is from a third-party, not Chewy. As such, Chewy does not have control or authorization over the digital reward/promotion and we are unable to honor it or make any changes. We suggest you reach out to the company that issued the digital reward/promotion directly. 
  
  We also understand from your follow-up that you placed an order with Chewy. Wed be more than happy to speak with you regarding this issue; however, we are unable to locate an account with your name and information provided or a corresponding order. Please reach out to us at **************, or via chat or email and we can provide further assistance once were able to gather information to locate your account and order. 
  
  If you have any further questions or concerns, or if there's anything else we can assist you with, please don't hesitate to let us know. 
  
  Warm regards,
  
  Rio S.
  Customer Service Manager 
  ********************** 

  Customer Answer

  Date: 02/10/2024

   
  Complaint: 21102422
  
  I am rejecting this response because: bad business. This is a bot. Please  exculpate this. This is untrue.
  
  Sincerely,
  
  Violet Autumn

• Initial Complaint

  Date:01/04/2024

  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.

  On 01/02/24 I placed an order with this company. Their website stated delivery within 1-3 days. Order is not even done being prepared to ship. Their phone reps claim the 1-3 days is an estimate. Nowhere does it say that. It's called fraud to get consumers to order from them. Found out ** order is shipping from *******. I live in ********. Might get my order next month. This company should be shut down for fraud. Would have never ordered from them if I knew about their lies and deceptive practices. Disgusting company.

  

  Business Response

  Date: 01/18/2024

  Hey 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.
  
  Thank you for taking the time to speak to me. As we discussed, I was able to locate your most recent order ending in ***** placed on January 2nd, ****, and shipped on January 4th,****. We make every effort to ship orders within 1-3 days after it is placed. To that end, shipping and delivery times may vary based on a number of factors;however, the shipping and delivery status of your order can be viewed via the order update emails and in your Chewy account. In an effort to get your order to you as soon as practicable, we identified the closest warehouse that had the products in your order in stock and available to ship. I can confirm, based on ***** GPS tracking, that your order was delivered on January 8th, ****.
  
  As a courtesy, due to your recent experience and delay in order processing, we added a $50 eGift card to your account to be used toward your next purchase from us. To use this credit, simply select apply gift card at the checkout screen, and the balance will be applied to your cart.
  
  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,
  
  
  Warm regards,
  
  ****************
  Customer Service Manager
  **************************
  **************
  
  

  Customer Answer

  Date: 01/18/2024

   
  Complaint: 21099444
  
  I am rejecting this response because:

  Zero accountability whatsoever. Blaming everybody but themselves. I used the $50 credit they issued to help those in need. No chance I would EVER again do business with such a disgusting company. Others will be warned about doing business with them.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:12/26/2023

  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.

  I cancelled an autoship program on chewy.com on Dec. 22. Even though I made this cancellation the payment processed and order submitted on the 23rd. I immediately contacted and cancelled the order that morning. I also called and was promised that the order would be cancelled and that I would be refunded. I am not even living at that address to receive shipments at the moment and I made that clear on the phone. I was promised that the whole order was cancelled and that I would receive a refund. I called back a couple days later and was told that the order wasn't cancelled and that they would "try" to cancel it but "it's 50/50" on whether or not they could stop their warehouse from shipping it. I cancelled it days ago there is no reason why it should have shipped at all! I was promised a refund! 3 agents lied to me about stopping the shipment, 1 agent hung up on me. Chewy apparently has no grasp or control on their warehouse operations which these issues are why I cancelled my autoship in the first place. Then the 5th time I called I was told that there were no managers available and they couldn't do anything at all. This blows my mind how little phone agents did leading up to this very simple issue of canceling an order that should have never shipped in the first place.

  

  Business Response

  Date: 01/09/2024

  Hi *****,
  
  Im so sorry for 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.
   
  Thank you for taking the time to speak to me about the issue. As we discussed, I did some digging and can confirm that a refund was processed for your order on December 28th, 2023.  Generally speaking, you should have seen the refunded amount credited to the payment method used for the order within 3 to 5 business days, however that timing may vary based on your banking institution. 
  
  As a courtesy, due to your recent experience, Id like to offer $50.00 towards your next purchase from us. Please give us a call at ************** before placing your order, and a supervisor will be happy to assist you with redeeming this offer.
  
  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 Service Manager
  ********************** 

• Initial Complaint

  Date:12/23/2023

  Type:Delivery 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.

  I placed an order for 8x boxes of pads with chewy, after i received that order i canceled the auto ship. Instead of canceling my order, apparently the customer service idiot at ********************** DOUBLED my order to which i knew nothing about. The other day i got a email saying my order was placed and was being prepared, i went in the website and canceled that and thought it was over before they shipped it. I now today get a notice that 8 boxes of pads were delivered to my house, while I'm in another state on vacation, to which chewy decided they have no need to refund me for, despite this being obvious fraud by someone on their end. The customer service rep even said "we cannot see who doubled the order, but its possible that someone here may have by accident" . The manager tells me they can't refund me until they receive the items back, while the probability of those boxes still being in front of my house when i get home are slim to none.Shoving a unsolicited order down my throat, and telling me im responsible to ship the order that WAS FRAUDULENT when I'm out of town for a week, is disgusting and you're manager of customer service is a piece of s*** I will NEVER use chewy again because you are nothing but con artists. I'm am going to make sure that every review website gets PLENTY of complaints letting people know to stay away from you scammers.

  

  Business Response

  Date: 12/29/2023

  Hello *******,

  I'm so sorry about your recent experience. At Chewy, we strive for positive customer interaction, and we dropped the ball here. We will certainly review your most recent interactions with our agents and follow up with any coaching opportunities. 

  I did some digging and located your account. I can confirm that a full refund was issued for your order ending in ***** on December 24, 2023.
  
  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,
   
  Aramis B.
  **************** Management
  **********************

  Customer Answer

  Date: 01/02/2024

   
  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:12/19/2023

  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.

  Placed an order online with Chewy on Dec 14th and received an email to call and verify my identity. I called and verified myself verbally and additionally verified myself through an email link. This was all done within 3 hours of placing my online order to ensure I received it on time for Christmas. Fast forward a week and had no update on my order so I reached out to customer service. ********************** employees did not communicate with one another or update my account with the verification, therefore causing the delivery to be delayed due to their error. They claim they cannot expedite the resolution and/or package to reach us in time. We are now being put out because they did not do what was needed on their end and customer service refuses to fix the issue. Signing off emails hug your pups for us! does not make up for the poor customer support and interaction.

  

  Business Response

  Date: 12/28/2023

  Hey 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.
  
  I tried reaching out to you on December 20th, 2023 and was able to leave a message for you. I was able to locate your most recent order ending in *****. I can confirm that once the authorization is received from your vet and put on file, the order will prepare for shipment to you.
  
  As a courtesy, due to your recent experience,Id like to offer $150 towards your next purchase from us. To apply this credit at checkout, simply select "apply gift card" and the balance will be applied to your cart.
  
  Warm regards,
  
  ****************
  Customer Service Manager
  **************************
  **************
  
  

• Initial Complaint

  Date:12/17/2023

  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.

  To Whom It May ********* purchased Royal Canin Hydrolyzed dog food on 12/13/2023. Upon receipt, I noted that the food is spoiled (foul odor, discoloration, and the pieces crumble and fall apart). I also noticed that the best by date on the bag expired 8/2023. Hydrolyzed food is very sensitive to heat, exposure to sunlight or hot temps inside a ***** truck or Warehouse will ruin hydrolyzed dog food. During the summer of 2023, I ordered a Royal Canin hydrolyzed bag of food. Like this one, it was also spoiled. I called Chewy who sent out another bag. The new bag was also spoiled. I called Chewy once again, who sent out another bag, which was also spoiled. Chewy again sent out another bag, which was again spoiled. After the third bag, I ended up getting a refund. Due to the colder temperatures this time of year, I thought I might be safe placing another order. Unfortunately that was not the case. There is clearly something wrong with the warehouse that services central/ south ***** that is either causing the food to heat up and spoil, or storing foods beyond their best buy dates. While I appreciate Chewys excellent customer service, ********************** needs to audit their storage procedures regarding foods sensitive to heat and long term storage. If it hasnt already, this is going to harm a dog.

  

  Business Response

  Date: 01/05/2024

  Hey 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.
  Thank you for taking the time to speak with me regarding this issue. As discussed, we have investigated your concerns and did not identify any issues related to the product in question. As also discussed, the Best By date is located at on the back of the product packaging, at the bottom. I understand that the photo showing the 2023-08 date included in your complaint was located at the top of the bag, and was indicative of another date (i.e., manufacturing date, or packaged date), not an expiration date.
  
  As a courtesy, due to your experience, I processed a refund in the amount of $132.99 on 12/18/2023. Generally speaking, you should have seen the refunded amount credited to the original method used for the order within 3 to 5 business days, however that timing may vary based on your banking institution.
  
  Lastly, as an additional courtesy, because you are a valued customer, we'd be happy to offer $50.00 e-Gift Card towards your next purchase from us. This will be applied to your account and 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.

  
  Warm regards,

  Aramis B.
  Customer Service Management
  **********************

  Customer Answer

  Date: 01/08/2024

   
  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:12/16/2023

  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.

  My experience with Chewy has been very poor. I recently ordered critical medication from Chewy for my dog, all information was provided to them, including veterinary/prescription information. I made two calls to Chewy to ensure the order was good and they assured me everything was fine. I went to check the status a few days later and noticed that not only had Chewy cancelled the order (after assuring everything was satisfactory), they cancelled my account as well without any notification, email or otherwise. When I then called in again (a third time on one simple **** order) they claimed another account had used an autoship promotion to this address before and so they decided to cancel everything. I had this issue once before and called Chewy to make sure every account that *** have had this address was deleted (perhaps a prior resident at this apartment had used their company) and they assured me it was, only for this to then occur. My dog is now not receiving his medication due to their errors. I can understand if there is a snag or problem (which happens constantly with their company) but they do they not even communicate with their customer. I have wasted several hours on this issue. The last 4 digits of the original order are ****.

  

  Business Response

  Date: 01/02/2024

  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.  
  
  As the Chewy customer service agent mentioned when you previously called in regarding this issue, we located several accounts linked to your name, address and/or payment method that have already redeemed the first time Autoship promotion. As such, it was determined that your order ending ****** was not eligible and did not qualify under the terms of the promotion. This discount is available for our pet parents as a one-time offer. 
   
  We have tried to reach out to you via phone and email and have been unable to reach you regarding your most recent order, ending *****. We can confirm that this order was successfully placed on December 15, 2023.  The order was approved by your vet on December 18th and according to OnTrac tracking, it was delivered on December 19, 2023.
  
  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.
  
  Regards,
  
  ***************************, Pharm D
  Pharmacist

• Initial Complaint

  Date:12/15/2023

  Type:Sales and Advertising 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.

  All transactions since June/July 2020- I live in *********, ********: sales tax in the 8%+ range, yet this retailer continues to switch my city to "****" that has a higher tax rate of 10%+. This has been the case for 3+ years, I've advised the company, and was told "they cannot change my city". This is wrong, illegal, and seems primed for a class action lawsuit! I have addressed multiple times over the years. At this point, I want a credit adjustment for all purchases.

  

  Business Response

  Date: 01/04/2024

  Hey 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.
  
  I tried reaching out to you on December 15, 2023, and was able to leave a message for you.
  
  A refund has been credited to your account on January 2, 2024.  Generally speaking, you should see the credit on your account within 3-5 business days, 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 Manager
  **************************
  **************
  

  
  

• Initial Complaint

  Date:12/13/2023

  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.

  I purchased a bag of dog food through Chewy and paid via Afterpay on November 25 (Order No. **********). Chewy then canceled my order on December 1st after I had previously called to verify the order because they needed me to. In canceling the order, I expected a refund, however, to date (12/13) I still do not have the full amount. They continue to tell me its Afterpays problem, and that they canceled the order, and yet they only refunded me $1.24 on December 7th, but somehow claim they cant refund this order the same way, and that they dont have the card issuers contact information in order to do so even though they refunded a dollar. I have been going round and round with several customer service representatives and ****** as a supervisor. She stated she would email me, and when I asked to have an additional email address added so I could have it for my file, she stated that they cannot do that. This is truly unacceptable, and the refund needs to be refunded as Afterpay states they have not received the refund from chewy to date. I dont know what else to do, but this is truly unacceptable for a company that states they have 100% customer service satisfaction guarantee. Please refund the order.

  

  Business Response

  Date: 12/22/2023

  Hey 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.
  
  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 financial institution, which basically places a hold for an estimated total amount of your order. This authorization/hold is not an actual final charge, but it does immediately affect the available balance on your bank account, in accordance with your financial institutions practices. Your financial institution will reserve the funds in your account or until your items ship or the authorization expires. Depending on your financial institutions policy, you may see a payment authorization even when an order is canceled.  If your items dont ship, the payment authorization will expire, and the funds will be released back to your account. Some financial institutions take up to 30 days to remove payment authorizations from your account. 
  
  Additional details and information on our payment process can be found on the Frequently Asked Questions (FAQs) page of Chewy.com under the section labeled Payments(**************************************************). 
  
  I did some digging and was able to locate your order ending in -4502.  I understand that this order was canceled prior to shipping, so you were not charged a final charge for the order, and any pending hold/payment authorization should have been released to your account thereafter. How long it takes for hold to be released from your account depends on your financial institution. 
  
  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,
  

  Rio S.
  Customer Service Manager
  **********************
  **************

   

  
  

• Initial Complaint

  Date:12/13/2023

  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.

  I am continuously being charged for an auto-ship. I have called the company multiple times in an attempt to cancel this auto-ship and they will not help me. The renewing shipment was set up by my wife, using my debit card. She passed away in January of 2022. I do not have access to the chewy.com account or the email account linked to it because they were hers. No one lives at that address for the auto shipment anymore. The house has been torn down. There is no mailbox. There is no front porch. There is no way to receive a package. I have moved to another state.The address that the item(s) are being shipped to is ****************************************************************************. I don't know what items are being auto-shipped. I don't know whose name she had them shipped to. I don't know what email address she used for the account. I would ask her, but again, she is no longer alive. I've reached out to my bank and requested a new card twice. Each time I get a new card with a new number, chewy still charges me somehow. The amount is $29.51 each time. I did not make this auto-ship order. My deceased wife did. I don't even have my pets anymore.Please. Please. PLEASE. Stop charging me. I do not authorize you charging my card!

  

  Business Response

  Date: 12/22/2023

  Hey *******,

  First and foremost, I extend my sincere condolences for the loss of your wife. Please accept our sympathies during this challenging time.

  Thank you for taking the time to speak with me. As we discussed, we have located and deactivated the referenced accounts and have canceled the active Autoships.

  As also discussed, I have refunded the two orders that were processed as part of the active Autoships. Generally speaking, you will see the refunded amounts credited to the original payment method within 3 to 5 business days, however that timing may vary based on your banking institution.

  Once again, I extend my sympathies for your loss, and I appreciate you taking the time to speak with me to address this matter. If you have any further questions or require additional assistance, please don't hesitate to reach out to us.We're here 24/7 to lend a ***********.
  

  Warm regards,

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