Business Profile

Pet Supplies

Chewy, Inc.

Headquarters

Complaints

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

Customer Complaints Summary

487 total complaints in the last 3 years.
160 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:07/11/2022
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.
Honestly most experiences with them have been bad, but most recently they sent me (to my name and address) a "$20 off if you spend over $40 ... receive your $20 off coupon via email once your order ships". Then I spend the money, my order shipped, and I didn't get a coupon. They said it's due to fine print saying "only on select items", and that I should have seen the coupon before I paid if the items were the right ones. But the coupon itself says you only get it AFTER your order ships. It's meant to be misleading. I'd prefer to just GET my $20 refunded to my card since I actually spent $60, but at LEAST I'd like $20 to spend ...and I'll find something that they can't damage on the way there like has happened each and every other order I've gotten from them.
Business Response
Date: 07/22/2022
Hi there ****,
I apologize for the recent experience with regards to this promotion. As you noted, the promotion was limited to orders that contain certain qualifying itemssince your order did not contain a qualifying item, you were not eligible to receive the eGift card. Even though your order did not qualify for the promotion, as a courtesy, due to your experience, I would like to offer you $20 towards your next order with us. To redeem this offer, please give us a call at ************** before placing your order, and a supervisor will be happy to assist.
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.

Sincerely,

*******************
Customer Service
**********************
Customer Answer
Date: 11/09/2022

Complaint: 17551618

I am rejecting this response because:
they offered my that $20, but now that I've tried to use it, they make it impossible. I want my $20 back and nothing else.

Sincerely,

*****************
Business Response
Date: 11/10/2022
Hi there ****,
I'm so sorry about your recent experience. At Chewy, we strive to provide a positive experience with every customer, and we dropped the ball here.
Wed be happy to send a $20 gift card. You will receive an email containing the information for the gift card to the email address on your account. Just the add the gift card number and pin to your account and it is ready to use.
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 ***********.
Warm regards,
Rio S.
Customer Service Manager
**************************
**************
Customer Answer
Date: 11/10/2022

Complaint: 17551618

I am rejecting this response because: I asked for a refund weeks ago. They declined and said to call customer service to get $20 off. When I finally did that, customer service made it impossible to actually get that discount. I complained here again and went to shop elsewhere. I again asked for a refund. They have given me a gift card. Why couldnt they just do that weeks ago? Probably because this company makes it as hard as possible for people to take advantage of their offers. I dont want a gift card. I dont want to pay any more money to this company. I want a refund. ** rather leave this complaint open if they wont give me a refund. Ill continue sharing this bad experience in reviews.

Sincerely,

*****************
Initial Complaint
Date:07/10/2022
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.
On 6/20/2022 at ****pm somebody got an access to my chewy.com account and did two transactions via PayPal, one with credit card, other with debit card, shipping address for *************************** *************************************************************. I have contacted **** of America, PayPall and Chewy.com. The transaction on the credit card has been canceled but the debit card one went through.. **** of America and PayPall have said that Chewy is responsible for the leakage of my personal information and that they can not dispute this transaction. I have tried to contact chewy.com customer service with no success. I demand to dispute the transaction for $83.33.
Business Response
Date: 07/13/2022
Hi there ******,

I'm so sorry about your recent experience. At Chewy, we strive to provide a positive experience with every customer, and we dropped the ball here.

I am so sorry this has occurred. Here at Chewy, we are committed to protecting the privacy and security of your Chewy account. We have a security team that works around the clock to detect and prevent any potential security issues. We use industry-leading security technology and proactively monitor our systems to ensure your Chewy account remains protected.?

I can confirm for you that none of our Chewy systems were breached and that the payment information on your account was not compromised.? We do not store your full payment information in our system, which serves as an additional layer of security to ensure your payment information is not compromised.

What has likely occurred is that your password credentials were obtained from a breach of another website, unrelated to Chewy. Bad actors sometimes use stolen credentials which are then used to log into other websites like Chewy. This can occur when customers use the same password across multiple accounts at different websites.

When we detect potential suspicious activity related to your Chewy account based on our monitoring systems, we proactively block your account to prevent any further activity on your Chewy Account. This is done to protect your Chewy account from unauthorized use. By resetting your password to something new and unique to Chewy, you can ensure your Chewy account remains protected.

I did some digging and was able to locate orders ending ***** and *****. For the order ending *****, that order was cancelled in our system on June 20, 2022. Generally speaking, the pending hold would release back to the payment method within 48 business hours however that timing may vary based on your banking institution.

For the order ending *****, it is our understanding that the order is currently part of PayPal dispute, and we are unable to process a refund while a PayPal dispute is pending. To that end, we ask that you give us a call to confirm the PayPal dispute has been resolved. Once we have that confirmation, we can then start the process of issuing a refund for the order ending in *****.

As a courtesy, due to your recent experience, Id like to offer $50 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,

******************
CS Manager
Chewy
Initial Complaint
Date:07/09/2022
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 just discovered, that when you get a discount for autoship, that amount is deducted from what you owe them but they TAX on the amount before the deduction. I think that's wrong and it's pennies but adds up to millions for them.
Business Response
Date: 07/13/2022
Hi there Emma,

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. Chewy will collect and remit sales tax as required by law. Chewy applies sales tax based on the customer's shipping address or the origin-based state tax rule. The rate applied to the order will be a combination of state and local taxes based on the shipping address. I can confirm your account has been reviewed by our accounting department and they have confirmed that the taxes for your orders have been calculated in accordance with your applicable states laws. If you would like additional information please feel free to give us a call.

Im so sorry if this wasnt properly explained to you. Because you are a valued Chewy customer Id like to offer $50 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,
******************
CS Manager
Chewy
Initial Complaint
Date:07/07/2022
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 system was hacked and resulted in my chewy account being used to fraudulently purchase products and ship it to someone in IN (I live in **). I called to report to Chewy and still have no resolution.
Business Response
Date: 07/13/2022
Hi there *******,
I'm so sorry about your recent experience. At Chewy, we strive for a positive 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 am so sorry this has occurred. Here at Chewy, we are committed to protecting the privacy and security of your Chewy account. We have a security team that works around the clock to detect and prevent any potential security issues. We use industry-leading security technology and proactively monitor our systems to ensure your Chewy account remains protected.?
I can confirm for you that none of our Chewy systems were breached and that the payment information on your account was not compromised.? We do not store your full payment information in our system, which serves as an additional layer of security to ensure your payment information is not compromised.
What has likely occurred is that your password credentials were obtained from a breach of another website, unrelated to Chewy. Bad actors sometimes use stolen credentials which are then used to log into other websites like Chewy. This can occur when customers use the same password across multiple accounts at different websites.
When we detect potential suspicious activity related to your Chewy account based on our monitoring systems, we proactively block your account to prevent any further activity on your Chewy Account. This is done to protect your Chewy account from unauthorized use. By resetting your password to something new and unique to Chewy, you can ensure your Chewy account remains protected.
Thanks for taking the time to speak with us, we understand from our call that PayPal will be refunding your account within the next 30 days. We appreciate you taking the time and working with us to get this resolved.
Because wed like you to have a positive experience, and because you are a valued customer, we'd be happy to offer $50.00 towards your next purchase from us.Please give us a call at ************** before placing your next order, and a supervisor will be happy to assist you with redeeming this offer.

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,

Rio S.
**************** Manager
**************************
**************
Initial Complaint
Date:07/06/2022
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.com failed to keep my Apple Pay information secure. As a result, my Chewy.com account was hacked and my debit card that was connected to my Apple Pay was used to purchase nearly $1000 worth of goods and shipped to all over *****************. They did not alert me and processed around 50 orders. My bank account was drained and although the funds will be returned eventually I have had to spend a lot of time dealing with this.Chewy should have protected my account and Apple Pay information. They allowed someone to place about 50 orders and pay with my stored payment that was supposed to be used for my auto ship order every 4 weeks.
Business Response
Date: 07/13/2022
Hi Kaci,

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.

First and foremost, I am so sorry this has occurred. Here at Chewy, we are committed to protecting the privacy and security of your Chewy account. We have a security team that works around the clock to detect and prevent any potential security issues. We use industry-leading security technology and proactively monitor our systems to ensure your Chewy account remains protected.?

I can confirm for you that none of our Chewy systems were breached and that the payment information on your account was not compromised.? We do not store your full payment information in our system, which serves as an additional layer of security to ensure your payment information is not compromised.

What has likely occurred is that your password credentials were obtained from a breach of another website, unrelated to Chewy. Bad actors sometimes use stolen credentials which are then used to log into other websites like Chewy. This can occur when customers use the same password across multiple accounts at different websites.

When we detect potential suspicious activity related to your Chewy account based on our monitoring systems, we proactively block your account to prevent any further activity on your Chewy Account. This is done to protect your Chewy account from unauthorized use. By resetting your password to something new and unique to Chewy, you can ensure your Chewy account remains protected.

We can confirm that the orders placed on your account have been refunded or cancelled. Generally speaking, you should have seen the refunded 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. Additionally, if there are any pending holds on your account, or the time it takes for the authorization to be released, will depend on your bank or credit card issuer.Some banks may take up to 30 days to remove payment authorizations from your account.

Because you are a valued customer, we'd be happy to offer $100.00 towards your next purchase from us. Please give us a call at ************** before placing your next order, and a supervisor will be happy to assist you with redeeming this offer.

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 Service Manager
**********************| ************
********************************************************** 33021
Initial Complaint
Date:07/05/2022
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.
An order was shipped to chewy in *********************** ** this order was shipped to them by mistake of printed labels Chewy has signed for and accepted this package, ******* watch LTE If this was not there order they should of return to sender - Me I've contacted them by phone and spoke to several "supervisor", with no answers I am sending you Proof-of-Delivery, Tracking information, Receipt for purchase Two options from chewy 1. locate/send back to me shipper 2. Send me a check in the amount of $246.09 which in turn i send to ******* my credit Please help me with this process At first chewy was very accommodating, but now they are not *********************************** AKA ****** ************
Business Response
Date: 07/18/2022
Hi ****,

I'm so sorry about your recent order experience. At Chewy, we strive to provide a positive experience with every customer interaction, and we dropped the ball here. Thank you for your patience as our team processes return packages as quickly as possible. Our warehouse manager is aware of the situation and will confirm once your return has been processed, to determine whether the watch has been received.
I will update you weekly phone call so that you know that we are making every effort to locate your watch. Once your package is located, we will contact you
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.

****************
Customer Service Manager
1- ************
********************************************************** 33021
Customer Answer
Date: 07/19/2022

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:07/05/2022
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 4/28 I called and requested to return 2 dog training collars because they were shocking and hurting my dogs randomly. I was provided with 2 return labels and boxed and shipped back the collars together in one box. (See image of collars in box.) They were received by Chewy on 05/17/22 (see image from Fex Ex). I called on two occasions checking on my refund status and both times I was told that the refund would be issued but it was not.
Business Response
Date: 07/14/2022
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 will certainly review your most recent interactions with our customer service representatives and follow up with the agents for any missed opportunities.

I did some digging and was able to locate your order ending in *****. Unfortunately, there was an unexpected technical error when we initially attempted to process the refund.
As discussed, because the refund could not be processed electronically, a check in the amount of $191.23 will be mailed via **** to the shipping address on file. The refund check request was submitted on July 12, 2022. Please note that timing for delivery of the check with depend on ****, and may take up to 6 weeks.
As an added courtesy, because you are a valued Chewy customer, wed be happy 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 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 Service
**********************
Customer Answer
Date: 07/16/2022

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:07/05/2022
Type:Customer Service 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 used Chewy pharmacy for my dog's medication. I have historically ordered through Chewy a generic medication for his arthritis that he takes orally. For the last order, the company sent me the same medication by a different manufacturer and my dog will not take the replacement medication. The name of what I ordered is Meloxidyl and I was sent Loxicom. I am being told it is the same medication and cannot be issued a refund. Clearly, the components and flavor profile of the new manufacturer is different as my dog will not take the new medicine. I am demanding a refund from Chewy for the full amount of $154.33 so I can buy the medication from a different provider. Chewy refuses and will not rectify the problem.
Business Response
Date: 07/17/2022
Hi there *****,
I'm sorry about your recent order experience ending in -2843. At Chewy, we strive to provide a positive experience with every customer interaction.

Meloxidyl and Loxicam are branded generics of the medication your veterinary clinic prescribed and approved. Because of this, dispensing either brand is appropriate as they are both generics of said prescribed medication. We cannot guarantee which one will be dispensed, and our pharmacy dispensed the generic brand we had in stock for your order.

Because you are a valued customer, we'd be happy to offer you 50% off towards your next pharmacy purchase from us. Please give us a call at ************** before placing your next order, and a supervisor will be happy to assist you with redeeming this offer.

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,

***************************, Pharm.D
Pharmacist
Initial Complaint
Date:07/05/2022
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.
Order ********** did not arrive! I reached out to chewy days ago for assistance for replacement and they replied 4 days later and I stated I didnt want a replacement, that I already got the items I needed now because I had to wait for a reply. ***** stated they arent sure what happened with my package and said it mustve been lost in transit, I dont think Ill be shopping with chewy ever again and I want my refund.
Business Response
Date: 07/14/2022
Hi there Alex,

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 when you, a valued customer, make a purchase from our site, you expect to receive your product in a timely manner, ready for your pets to enjoy, and how delayed delivery may inconvenience you and your pet family. I did some digging and was able to locate your recent order ending in *****, Im able to confirm through ***** tracking the orders were delivered on June 24th, June 28th, and June 30th.

Our returns are assessed on a case-by-case basis, and 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. If you would like to return the products from the order, please give us a call or send us a message with your order number and we can provide you with a return label to send the items back to us Once we receive the returned items, we can process a refund.

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 ************************************************************** Manager

**********************
Customer Answer
Date: 07/14/2022

Complaint: 17520346

I am rejecting this response because: ***** said it was delivered to wrong address or lost in transit so I Want my refund. They said to reach out to chewy for my refund. Theres nothing for me to return because I havent gotten anything!! I rejected the offer for a replacement because Ive already bought the items I need at a local pet store.

Sincerely,

Alex C
Business Response
Date: 07/22/2022
Hi there Alex,

We tried to give you a call on 7/16 but were unable to reach you. As noted previously, the tracking details for your order ending in **** (which was delivered in three separate shipments) confirms that the shipments were delivered on June 24th, June 28th, and June 30th to the shipping address provided on the order. I have also reached out to ***** and they have confirmed delivery of the three shipments to the provided address. As such, as also noted previously, we are not able to issue a refund unless the items from the order are returned to us.

While reviewing this order, we noticed that there appears to be a recurring delivery or missing orders issue across multiple accounts linked to your address and phone number. We recommend having future orders shipped to a more secure location. We can have any regular order shipped to a ***** or ********* pick up location. If you would like assistance with setting this up, please don't hesitate to reach out to us.

Warm ************************************************************** Manager
Customer Answer
Date: 07/22/2022

Complaint: 17520346

I am rejecting this response because: I just moved to this house 2 months ago so Im trying to figure out how the previous persons orders here have anything to do with me. I contacted ***** and they stated the package is lost and theyve approved the claim for it, I want my refund this is absolutely ridiculous and Id never recommend chewy to anyone ever

Sincerely,

Alex C
Initial Complaint
Date:07/02/2022
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 contacted chewy via telephone and email and cancelled an order for metoclopramide. They assured me it was cancelled, yet today on 7-2-22 I received notification that they charged me for it, and shipped it to me. They also over charged me for an auto ship order of royal canin gastrointestinal food. I want this taken care of today!
Business Response
Date: 07/13/2022
Hi *****,

I'm so sorry about your recent experience. At Chewy, we strive to provide a positive experience with every customer interaction. I was able to locate your order and remove the Metoclopramide Compounded Beef Flavored Oral Liquid for Dogs &Cats, 1.25-mg/mL, 30 mL from you order before it processed.
After further investigation into your account there is an Auto-Ship order set up for every two weeks that include the Metoclopramide Compound and the Royal Canin Veterinary Diet Adult Gastrointestinal Moderate Calorie Thin Slices in Gravy Canned Cat food, 3-oz,case of 24. Your Auto Ship order can be adjusted at any time up to 24 to-48 hours before your order ships if any adjustments need to be made.

Please feel free to reach out should you need us again in the future. We are here 24/7, 365 and always happy to help.
Warm regards,

****************
Customer Service Manager
********************** | ************
********************************************************** 33021
Customer Answer
Date: 07/14/2022

Complaint: 17514796

I am rejecting this response because:

Obviously you didn't take the time and view the attachment's I included in my complaint, and it is MORE than OBVIOUS that you don't know a thing about your company and or my issue, because I was able to get in touch with a supervisor by the name of ****, and he was the ONLY person out of the 20+ I dealt with that understood COMPLETELY what the issue was and how to fix it!!! If you had actually read my complaint and the attachment's ************* would have known that the metoclopramide had been cancelled July 2nd, but I had asked for it to be cancelled June 20th and was told by your company that it was indeed cancelled. I have the email stating so. So how embarrassing for you to reply with your ignorance!!! Shameful!!!

Sincerely,

***********************
Business Response
Date: 07/22/2022
Hi *****,

I'm so sorry to hear about your recent experience. At Chewy, we strive to provide a positive experience with every customer interaction. Regarding your order ending in *****, on June 20th at 5:41pm we received a request from you for cancelation of the prescription order, and by 8:31pm the order was canceled. A full refund was processed on your PayPal account in the amount of $54.49 on July 12th for the vet diet food, and there was no charge for the prescription item. Because you have a PayPal account, it may take up to 30 days before the refund is posted to your account. You also had an additional order ending in ***** for the same prescription and additional products. The prescription portion of that order was canceled on July 2nd, and you were not charged for the prescription portion of that order.

Regarding the vet diet food you ordered, it was not an overcharge. Instead, there was a small general price increase of $6.84, which was reflected in the total of your Autoship order.

As a courtesy we'd be happy to offer $25.00 towards your next purchase from us. Please give us a call at ************** before placing your next order, and a supervisor will be happy to assist you with redeeming this offer.

Please feel free to reach out should you need us again in the future. We are here 24/7, 365 and always happy to help!

***************************, Pharm.D.
Pharmacist

Please kindly let me know once this is filed and closed.Thank you.

Cheers,

Melissa
Customer Answer
Date: 07/25/2022

I spoke with paypal and the entire time it was Chewys fault, because they didn't release the funds to be refunded to me. It took almost a month before a Chewy supervisor was kind enough to admit this to me. Before that time I was passed back and forth because no one knew their heads from their butts, until a supervisor FINALLY saw the issue. He saw the issue within minutes, whereas everyone else blamed my bank, and paypal. I don't want your $25 dollars. I want YOU to admit that it should not have been this big of an issue, just as the supervisor stated. I should not have had to fight with Chewy for nearly a month to get my money refunded to me. Once the supervisor I spoke with saw the problem, he immediately sent the form to paypal and within a day my refund was finally given to me. That should have all been done back in June!!!

Complaint: 17514796

I am rejecting this response because:

Sincerely,

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

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Chewy, Inc. is BBB Accredited.