OMG, I just got a message from Chewy.com!

[woodsprite]

I had left a 1-star review along with an explanation of everything we tried as a remedy for one of the toys I purchased from their site (Starmark Turkey Leg Stuffable toy). I've bought other Starmark products from them and they were always fine. I'm an autoship member and have been for over 2 yrs and this was just a fluke that this toy was horrendous. It was made of something that smelled like paint thinner. Soaking it in vinegar solution for 24 hrs didn't work. Covering it with baking soda for several days didn't touch the smell. I even tried different kinds of Dawn. Nothing worked.

They just sent me a note saying they were sorry that the toy did not meet our needs or expectations, they processed a full refund, and asked that I either discard the toy or donate the toy to a local shelter -- no need to ship it back. They said "If an item doesn't end up meeting your needs, you can return it within one year of the purchase date. Even if it’s open or used—we’ll take it back and pay for the shipping costs." The note then lists a few other alternative toys that Noelle may like instead.

I prefer to buy from our local Concord Pet for most things, but do love Chewy and their customer service. When our other pupper passed away (lung cancer), they sent a condolence card.

Just was so surprised I had to mention it, and let people known that you can return anything for any reason within 1 year of purchase.

[hlthe2b]

1. Even though Chewy.com was bought out (by Petsmart or Petco, as I recall), they still have original

management from those who started the company. It makes a difference. Kudos

[Thekaspervote]

2. Chewy is great!

Another DUer told a story when their dog died and went to cancel their auto ship, Chewy sent them a sympathy card, refunded their money on their latest shipment and told them to give it to the local shelter

[Freddie]

13. They did that for me too

One of our cats needed a prescription food and Chewy was much cheaper than buying it at the vet. When he went to the Bridge we had a 15 lb unopened bag of it ($60). Emailed them that I wanted to return it. They refunded me in full and told he to donate the food to a shelter. Great company.

[Glamrock]

3. Right on!

We use Chewy for our 6 member menagerie. Great great service!

[MontanaMama]

4. I've had really good experiences with Chewy.

They’ve taken items back without question as well as food that was opened that one of my critters wouldn’t eat. After my kitty died last summer, I cancelled the auto ship of his million dollar prescription cat food and Chewy offered to take back all of his uneaten food and refund me for it. I ended up donating it to the local cat shelter but I was sure impressed with their offer. I too prefer to buy locally when I can but sometimes you just can’t get what you need in your town. I find this especially true for supplies for our parrot.

[Glamrock]

7. All we have is pet "box stores" in our area. And Chewy has the "prescribed" food our vet recommended

Now we buy all our pet food, pill pockets for the mighty Zeppelin, “nips” for the felines, and all treats from Chewie. So happy with their customer service. It’s barely even a thing anymore, so I support those that appreciate my dollars.

[secondwind]

5. Yes, they have great customer service.

We use them quite a bit

[House of Roberts]

6. A Chewy order to our house was misdelivered, apparently.

Chewy sent out a replacement, and we got it the next day. Then two days later the misdelivered box showed up. Chewy said to just keep them both. I thought that was nice of them, but during the pandemic, having to restock items may make it the best practice.

[Lisa0825]

9. Chewy is the best!

One time a shipment of 2 cases of canned food was a few days late, so I had to go to the store and buy some to last me. I chatted with a csr to find out the ETA on it and mentioned that I'd had to shop for more in the meantime. She apologized for the delay and sent me a free case, which got there the next day, while the other shipment (which was coming from a different distribution center) came a couple days later.

They also sent me a hand-painted portrait of my kitty Jennings - based on the profile pic I had uploaded for him. It was so beautiful! And it arrived about 2 months after he had passed away. They had not known that he had passed. I was just a lucky person drawn at random from their customer base, but it moved me so much.

I am not sure if they are still doing this, due to covid's business impact on everyone, but they actually had staff contracted to paint pet portraits for them. That is such an amazing customer service touch!

[zaj]

10. This is more profitable

E-commerce returns are expensive. And e-commerce is very profitable at that scale.

So it's a win-win, but it's only possible because they are profitable and it's more expensive to bother with the returns.

[Mike 03]

11. Chewy is a remarkable company

We have a monthly auto-order because my dog has kidney disease and is on a prescription diet we can't obtain locally. They once made a mistake and I was amazed how graciously they responded. But they've only made one mistake in 18 months. Sometimes I don't even know how logistically they can ship so quickly yet not charge for shipping, given that we are talking about sixty pound boxes. They also deliver (via Fedex) on Saturdays at no extra charge.

[Duppers]

12. 2nd everyone: CHEWY IS the BEST! 😻

Best company I've ever dealt with. Been a loyal autoship customer for a few yrs now.

Even order prescription meds from them.

[Boomer]

14. I wish we could order dog and cat food through Chewy

We have two large dogs and five cats, so keeping up with the food shopping during a pandemic has been a burden. So we gave Chewy.com a try for a large quantity of pet-related items, but out of 5 boxes that were shipped to us, only 1 of them actually made it to our doorstep.

Two large boxes didn't arrive as reported and we later found them stacked in a back alley, up against our garage door (detached garage, not close to the house). Another didn't arrive at all, and the replacement order that Chewy sent was delivered to a neighbor's house, and if she hadn't been kind enough to bring over to us, we would never have known what happened to it.

The problem was FedEx, not Chewy, but since they use FedEx instead of USPS or UPS, we've given up. We lodged complaints with everyone, they all apologized profusely, but no one ever got back to us with an explanation for why we can't get deliveries. (We're in the middle of town, btw, and UPS and USPS have never missed a shipment in the 20 years we've lived here.)

[peacebuzzard]

15. Chewy sent me a dozen red roses.

My sweet sweet one 17 year old Savannah girl kitty passed this past April. I was so upset when I changed my authorship order with them.

I was surprised by the roses I received.

I still get very sad, I miss her every day. I did rescue two troublesome girl cats and now I have a dysfunctional cat house. So I think of her everyday.

[spinbaby]

16. Good to know

I think I’ll start getting my kitty supplies from them.