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

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

• 

  Chewy, Inc.

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

• 

  Chewy, Inc.

  3251 Hollywood Blvd Hollywood, FL 33021-6942

  
• 

  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:03/21/2025

  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.

  Returned packaged weighed approximately 31lbs however chewy return label states 1lb. All items returned but company indicates otherwise that not everything was sent back. Not sure if this is an unethical tactic by the company but theres a missing refund now. They cant disclose or tell me the weight of the package, which would be a simple problem solver. They told me they received the LIGHTEST items of the order yet all items including food was sent back (packaged weighed 31 lbs)

  

  Business Response

  Date: 03/26/2025

  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.

  Were so sorry for the inconvenience and confusion surrounding your refund. I did some digging and was able to locate your order ending in *****. On March 22, 2025, we processed a partial refund in the amount of $127.51 for the items that our warehouse was able to verify upon receiving your returned package. Generally speaking, you will see the refunded amount credited to the account associated with the payment method on file within 3 to 5 business days from the processing dates, however that timing may vary based on your banking institution.

  Any items that could not be verified during the inspection of your return were not included in the refund. We understand you may have hoped for a different resolution, and we truly empathize with your frustration we know how disappointing this must have been. Please know that the compensation provided was based on our internal guidelines and based on the items our team was able to confirm upon receipt of the return.
  
  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: 03/26/2025

   
  Complaint: 23100147
  
  I am rejecting this response because: all items were packaged in the box at ***** drop off. The box weighed over 30lbs. The girl needed help carrying it off the counter! You are indicating to me the box weighed much less than that with the refund amount. I would like a ***** investigation opened. This should be an easy one to solve. Consumer protection issue is present. 
  
  Sincerely,
  
  ***** Bel

  

  Business Response

  Date: 03/27/2025

  Hey there *****,

  I'm so sorry about your recent experience.

  As we mentioned in our prior response, a comprehensive investigation was conducted and completed in coordination with our shipping partners and internal teams. Based on the results of this investigation, a refund was issued for the items that were verified and received at our facility. Items that could not be verified upon inspection were not included in the refund.

  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: 03/27/2025

   
  Complaint: 23100147
  
  I am rejecting this response because: I have asked MULTIPLE times for a ***** investigation ticket to be opened. THIS WILL BE A VERY EFFICIENT AND EFFECTIVE WAY TO DETERMINE WHAT WAS IN THE BOX BASED OFF OF WEIGHT. It has been confirmed by ***** that the package weight was MORE than what your emails indicate. I was told, and which I have relayed to you MULTIPLE times, A ***** investigation ticket needs to be opened by YOUR COMPANY. But its appalling and bizarre you CONTINUE to DISREGARD this REQUEST and just want to tell me what was SUPPOSEDLY reviewed and verified by chewy in the warehouse as if thats the GOSPEL and the end all be all and expect people to just believe that. Again, its BIZARRE that a simple solution would be a ***** ticket investigation and after ONE week that still hasnt happened and youre reluctant to do this. RED FLAG

  It was also brought to my attention, (which ***** is sending me within the next few business days,) that I can request an INVOICE of what you were charged by them. Seeing your return labels have a standard 1lb on them (Indicated by your colleague), and packages that are sent back tend to exceed that, they would provide you an invoice as to what you were charged and what was adjusted based on weight. So please provide that to me as ALSO PREVIOUSLY REQUESTED. 

  With these two SIMPLE requests this should be a very SIMPLE problem solver and as a consumer dealing with a consumer protection and consumer rights issue I wont have to trust your incompetent warehouses findings as the GOSPEL. 
  
  Sincerely,
  
  ***** Bel

  

  Business Response

  Date: 03/28/2025

  Hey there *****,

  I'm so sorry about your recent experience.
  
  At this time, Chewy is unable to request or provide an invoice for the returned package, as invoices for individual returns and related business charges are not available for public release.

  As mentioned in our prior response, a comprehensive investigation was completed in coordination with our warehouse team and FedEx.Based on the results of that investigation, a refund was issued for the items that were verified upon receipt at our facility. Any items that could not be verified during the inspection of your return were not included in the refund for that order.

  Thank you for giving us the opportunity to help with this.

  Warm regards,
  
  ****** *.
  Customer Service Manager
  **************************
  **************
  

  
  

• Initial Complaint

  Date:03/21/2025

  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.

  I placed an order through their sight, it offered me an eligible promotion of a new customer spends 49$ and get a 20$ gift card. It states in the terms and conditions it needs to be first purchase, and new customers only. I have never made a purchase before. I have not been a customer, the *** is stated due to the fact that I had an online account from 2022. But no purchases, nothing, just a registered email, never have I made a purchase, no where in the terms and conditions does it mention it has to be a new account opened within a certain time period, it states first ORDER. So my order is current in p***aring shipment while she sends it to review, she said I can cancel the order and make a new one as a non new customer, she said I would have to do that as I wont be a new customer with the current purchase I just made and the account being created before. I feel this is deceptive advertising. She then said she would send this to review to see if they can ship it out. With no further contact. I feel this is a bait and switch. Especially since their site will not allow ineligible promotions during an order, and this let me place a order.

  

  Business Response

  Date: 03/24/2025

  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.

  I did some digging and located several active accounts with the information you provided. As such, it was determined that your order ending in ***** was not eligible and for the relevant promotion.

  We would be happy to assist you with deactivating the active accounts that have been identified. Please give us a call at ************** at your convenience, and a supervisor will be happy to assist you. Also, if you would like to re-process the order without the discount, please let us know and well put our paws to work.

  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
  ********************** 

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 23097177
  
  I am rejecting this response because:
  I am in fact a new customer, the terms and conditions do not state all members in a house regardless if renting a room is considered one household and are required one login, and that roommates do not substantiate a household, and my information has not changed. I reject this response as I was told it was a personal consideration that could approve or deny, and I was not called by *****, I called in and I was also told by supervisor ***** was out of office until Wednesday. 
  I believe Im getting refused and denied the promotion now after being told it was approved because of filing a bbb complaint. 
  I am a new customer, never made other accounts, nor do they have any of my information. The only thing that is preventing this is an address used by a previous person. 
  per **** that is why they refused to accept the case by case exception.

  previous orders/address etc does not substantiate customer accounts, people can take over ownership, people leave and leave animals, life changes and does not substantiate other peoples accounts, that are not even under my name nor any information other than the address.

  that is why I refuse this response.

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

  

  Business Response

  Date: 03/25/2025

  Hi Hunter,

  At Chewy, we strive to provide a positive experience with every customer interaction, and we dropped the ball here.

  As we previously discussed, were unable to honor the promotion associated with your order ending in *****. That particular offer is reserved for brand-new Chewy customers who have not placed an order with us before. After a thorough review,we found that your information is linked to a few other recently active accounts, which makes the order ineligible for the promotion.

  Additionally,if youd like to deactivate these additional accounts that weve identified, please give us a call at ************** at your convenience, and a supervisor will be happy to assist you. Also, if you would like to re-process the order without the discount or if youd like help finding qualifying discounts that may be available, please let us know and well be happy to help however we can.

  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:03/20/2025

  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.

  I keep asking them to close my account and they keep closing the chat and refusing to close the account

  

  Business Response

  Date: 03/21/2025

   

  Hi ********,

  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 did some digging and located your account.  To that end, and as you requested, your account has been successfully closed, along with any active Autoship orders.

  Were sorry to see you go, but if you ever decide to return, wed be happy to welcome you and Hannah ***** Our team is available 24/7 to assist with all your pet needs.

  If you have any further concerns, please dont hesitate to reach out.

  Best regards,
  

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

  Customer Answer

  Date: 03/21/2025

   
  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:03/20/2025

  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.

  I recently was told that I could mail a Purina coupon worth up to $49.99 to Chewy and expect it be applied to my online Chewy app by a person using the name **** *., but Chewy refuses to apply to coupon to my account. For this reason, I believe Chewy should no less apply the $49.99 credit to my Chewy app listed under my name ******* ********.

  

  Business Response

  Date: 03/21/2025

  Dear *******,

  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.

  Im happy to let you know that we were able to locate the Purina coupon you sent to us and confirm that it has been applied to your account. Youll be able to use it whenever youre ready to place your next order.

  If you have any further questions or need assistance, please dont hesitate to reach out. We truly appreciate you being a part of the Chewy family and are always here to help!
  

  Best regards,
  

  ****** *.
  ************* Manager
  **********************

  Customer Answer

  Date: 03/23/2025

   
  Complaint: 23087876
  
  I am rejecting this response because unlike what Chewy indicates the said coupon does not readily appear on my Chewy account. Please inform me where the $49.99 Purina coupon is available on my Chewy account or, for example, provide a promo code to utilize that value.
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 03/27/2025

  *******,

  I sincerely apologize for any confusion regarding your recent experience. At Chewy, were committed to providing clear and helpful support, and I regret that we fell short in this instance.
  

  Regarding your coupon, this coupon requires contacting our ************* Team to apply it to your order. Once the order is placed, the coupon will no longer be valid. You're welcome to send in your coupons for processing, though please note it may take 2-3 weeks for them to be applied to your account.

  If you need any assistance, please dont hesitate to reach outwe're always happy to help!
  
  Best regards,

  ****** *.
  ************* Manager
  **********************

  Customer Answer

  Date: 03/29/2025

   
  Complaint: 23087876
  
  I am rejecting this response because I had already sent Chewy a $49.99 Purina coupon they had told me they would apply to my Chewy app online by 1) sending a *** image of it by email to Chewy and 2) sending Chewy the actual coupon by mail as instructed but Chewy did not apply the $49.99 Purina coupon to my account as they claimed they would. Please review the attachments including 1) the *** image of the coupon, 2) email to and from Chewy including Chewy's instructions on where to mail the coupon, and 3) my original BBB complaint against Chewy.

  I request that Chewy apply the $49.99 coupon to my Chewy app account by its 3/31/25 expiration date or apply $49.99 store credit to my Chewy account.

  Finally, per the the most recent Chewy employee's remark, I do understand that after rending the coupon it would be utilized and not longer valid, I, however, understand I should be able to utilize the manufacturer's coupon prior to its expiration and suffice to cover $49.99 of Purina products.

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

  

  Business Response

  Date: 04/07/2025

  Hi *******,
  
  I sincerely apologize for any confusion you experienced regarding your recent order. At Chewy, we are committed to providing clear and helpful support, and I regret that we fell short in this instance.
  
  Regarding your coupon, manufacturer coupons require you to contact our ************* Team to apply it to your order. Since this is a coupon directly from Purina, we are unable to generate a coupon code for it. However, we would be more than happy to honor this coupon on your next order.
  
  If you need any further assistance or have any questions, please don't hesitate to reach outwe're always here to help!
  
  Thank you for your understanding and continued support.
  
  Best regards,
  
  ******* *.
  ************* Manager
  **********************

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23087876

  To Whom It May Concern:

  I am rejecting this response because, while I believe the issue of the Purina coupons is now resolved, the concern I have for the latest dented cans remains.

  In my latest Chewy order #**********, there were a total of 12 dented cans. While I noticed a refund from Chewy in my bank account posted on 4/3/25, it was for a total of $9.29. Because $9.29 does not cover the value of 12 cans of cat food including Friskies and Fancy Feast, I am requesting that Chewy send an addition refund of approximately $3.00-to-$5.00.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:03/19/2025

  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.

  On March 5 (or earlier) I made a call to Chewy about getting a refund for a partial case of canned foods because my cat threw up after eating the food. I was told that I had to return the remaining cases to get the refund. Later someone else emailed me and said I did not need to return the cans. Then another person on the phone said oh yes I had to return them after all. I sent out the cans possibly on the same day because ***** confirmed delivery for March 8 (tracking number: ************). However, they never refunded me until I made another phone call last week. I was told they had to inspect the cans and refund would be issued in 3-5 business day. A week had passed and no refund. I called again today and was told they didnt release my refund so I have to wait another 3-5 days.Its super annoying that they gave me contradicting confusing instructions, that I have to keep track of stuff like this, that companies cant be honest. If I dont remember are they going to forget too?! The supervisor I talked to today did not even apologize and just said she released the refund. Seriously? ELEVEN (11) days after you received my return and you still did not release it until I called?! What if the refund was not issued again and I have to wait and wait and check and check?!!! Chewys customer service has taken a nose dive. Wrong info, long wait time, and not a single apology.I want an apology and compensation for your incompetence.

  

  Business Response

  Date: 03/21/2025

  Hello Qi,

  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 understand how frustrating it can be to receive mixed messages and experience delays, especially when you're trying to do the right thing for your pet. We confirmed that your return has been received, and the refund has been issued for your order ending *****. Generally speaking, you will see the refunded amount credited to the account associated with the payment method on file for the order within 3 to 5 business days, however that timing may vary based on your banking institution.
  

  As a courtesy, and because you are a valued customer, wed be happy to offer a $50 eGift Card towards your next Chewy order. This has been applied to your account and is available to use on your next order.
  Thank you for bringing this to our attention and for your patience as we work to improve. If theres anything else we can do to make this right, please dont hesitate to reach out.

  Warm regards,

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

  Customer Answer

  Date: 03/24/2025

   
  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.
  
  Sincerely,
  
  ** **

• Initial Complaint

  Date:03/12/2025

  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.

  We brought our dog into the vet and were charged for medication that we never received. I have been contacting them 42 weeks and have not received my refund to my original form of payment. My dog is also out of the medicasian and have not received that.

  

  Business Response

  Date: 03/21/2025

  Hello *******,
  
  I'm so sorry about your recent experience at Chewy ********* 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 a courtesy order (ending *****) that was placed for the Posatex Otic on March 12, 2025. According to ***** Tracking, that order was delivered on March 13, 2025. As an added courtesy, a credit of $125 has been applied to your Chewy ******** account.
  
  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,
  
  
  ******** G
  Customer Care Manager
  **********************

  Customer Answer

  Date: 04/08/2025

   
  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:03/11/2025

  Type:Order 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 March 5th 2025 for oster cordless dog groomer clippers. I received that order a couple days laters defective. They told me to dispose of them and they would send me a replacement pair. So I do so, they send out the replacement pair March 8th i received them the following day and they were used, broken/not working, incomplete (was missing the blade, oil and cleaning brush. The clippers wouldnt even turn on. Theyre setting me back in my dog grooming training because I dont have a pair of functional clippers. To send me clippers in the condition they came the second time after already received defective ones the first time was completely incompetent and unprofessional. They were literally trash.

  

  Business Response

  Date: 03/13/2025

  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.
  
  I did some digging and was able to locate your order ending in *****. As we discussed, we have processed a refund for the order due to the product not meeting your expectations. Generally speaking, you should see 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.
  
  As a courtesy, and due to your experience, weve also added a 10% discount (up to $10 off) to your account, which will be available for use 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,

  
  
  ****** *. 
  Customer Care Management 
  **********************

  Customer Answer

  Date: 03/14/2025

   
  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:03/11/2025

  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.

  I have been a loyal chewy customer well I ordered one of those Kong ********************** treats dispensers they bout choked my cat. My 3 cats do not chew on stuff they are , 3,7,and 8 yrs my older cat was getting a treat and I noticed purple pieces on the ground he was so close to swallowing the piece of treat dispenser I didn't know it was cracked and looked it up there were other people that had issues with the same one my upstairs neighbor too. This product should be recalled. Another item not so dangerous I bought what I thought was a flying chicken for my cats it does not fly unless u throw it, well anything will fly when u throw it lmao it's just another piece of junk I wasted ***** on I'm so upset. I ordered today Called 3 times for no one to tell me my account is locked one person hung up on me when I told her my cat was trying to eat the treat dispenser could have choked my cat I was so scared but thank God I caught it. That can cause a intestinal blockage!!!!!!!!!!!

  

  Business Response

  Date: 03/12/2025

  Dear ******,
  
  Im so sorry for your recent experience. Here at Chewy we strive to provide top notch service with every interaction.
  
  Im incredibly sorry to hear about your experience with the Kong Chew Treat Dispenser. We take product safety concerns very seriously, and I completely understand how frightening this must have been for you and your pets. I truly appreciate you bringing this to our attention. We also recommend reaching out to the manufacturer to discuss your concerns further with them as well.
  
  I did some digging, but unfortunately, I was unable to locate an account under the information provided that ordered the item you described. Wed love the opportunity to assist you furtherplease give us a call at ************** and ask for a supervisor.
  
  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 at **************. We're here 24/7 to lend a helping paw.?
  
  Warm regards,
  
  ******** *.
  Customer Care Manager **********************
  **************

• Initial Complaint

  Date:03/06/2025

  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 ordered seven separate ***** food items for my puppy. Out of the seven containers, two containers ( ***** Home Delights Sausage ************* and Cheese in Gravy Case of 24 Qty:1 as well as ***** Home Delights Grilled NY Strip flavor w/ Vegetables Case of 24 Qty:1 ) were leasing juices and minimal food due to the "peel back" openers coming off the food containers.I called Chewy upon discovery and was told I would be called back within 24 hours. I was not called, but yet sent two emails with return labels in order for my items to be replaced.1.) The items were open and leaking and a shipper WILL NOT ship open and leaking items.2.) the items being requested for return are at the bottom of a city dumpster but yet they wanted me to obtain the item(s)........Now I am out almost $100.00 and Chewy WILL NOT replace the damaged food items.

  

  Business Response

  Date: 03/10/2025

  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.

  Thank you for chatting with me and giving Chewy the opportunity to make it right. As we discussed, returns are assessed on a case-by-case basis, and in some instances, we may request that damaged items be returned before issuing a refund or replacement. This allows us to investigate any potential product issues and ensure quality control.
  
  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

  Chewy

  Customer Answer

  Date: 03/10/2025

   
  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:03/06/2025

  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.

  Email sent with $15 credit code MISSYOU15. It doesnt work. They cannot figure out why either. Yet they keep sending emails reminding me to use it. They offered to credit my card $15 if I give them the number. There is NO WAY Im giving anyone my CC number. When I tried to use it I got the message below:Please add eligible items to your order to redeem this promo code (MISSYOU15).There is nothing anywhere indicating eligible items. They dont know that either. Either make the code work, give me one that does or stop sending invalid codes.

  

  Business Response

  Date: 03/07/2025

  Hello ****,

  
  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 did some digging and can confirm there was an unexpected error with the MISSYOU15 promotion you received. I understand how frustrating it must be to receive a promo code that isnt working as expected. Id be happy to offer an alternative solution. To redeem this offer, please give us a call at ************** before placing your order, and a supervisor will be happy to assist you with applying the code.
  
  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,
  
  ******** G
  Customer Care Manager
  **********************

  Customer Answer

  Date: 03/07/2025

  I received an email and a phone message from ******** G, a Chewy ************* Manager. 
  

  I returned the call later that day. When I asked to speak to ******** G, the ************* ********** one knew who she was!
  

  Soan email from a Manager that no one knows, on top of a coupon code that no one can make work.

  You cant make this stuff up.

  Customer Answer

  Date: 03/09/2025

  I received another call from ********.

  She credited my order the coupon amount, the items were shipped and I received them. 
  

  ******** was most gracious.
   
  Please close this issue.

  Thank You.