Complaints

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

close

Find a Location

Chewy, Inc. has 6 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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

  2815 Watterson Trl Louisville, KY 40299-3868

• 

  Chewy, Inc.

  3251 Hollywood Blvd Hollywood, FL 33021-6942

  
• 

  Chewy, Inc.

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

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/25/2024

  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.

  The third time my package was not delivered per ***** manager, I called Chewy again ********* the 2nd time and ****, today, were very sympathetic) to complain that ***** is not deliverying my package to the porch but leaving it at the end of our lane along a busy rural road 1/2 mile away (from my porch). I also have called ***** again and nothing seems to be done to take care of this situation. I was told the first time this happened, "The driver is afraid of dogs". I explained that our dog does not run loose. The "Beware of Dog" sign is so that if he (all 16 lbs. of him) should be outside with me, he will not get run over by a delivery driver going 50 mile/hr on lane. (We have a speed limit sign on the lane.... ****** 10mile/hr on farm property". This driver should be fired or given a different route! Chewy has a contract with ***** and they will be losing my business if they refuse to find another way to ship my products or I am assured that the driver on this route will deliver to my porch per ***** manager. My complaint is primarily with ***** and secondarily with Chewy because they will only ship through *****.

  

  Business Response

  Date: 04/29/2024

  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 my call earlier today. I'm so sorry your package wasn't delivered properly to the porch as your ***** Delivery Manager instructions state. We're going to follow up with our shipper partner to find out what happened to this package. I am excited to work with you and the shipper to get this issue corrected.
  
  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 Management
  **********************
  

• Initial Complaint

  Date:04/22/2024

  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.

  On 4/7/24 I received an auto shipment notification and immediately cancelled the order. I was notified that the item had already shipped. However, the shipping label wasn't created until several hours later. A Chewy rep emailed me and said to refuse the package and they would return the money. I had to refuse the package twice but it was delivered back to them. I was told that because I contested the charge with PayPal they couldn't refund the money until that is resolved but when it was they would give me my money back. This is not true, as they could have allowed the refund to be processed through the dispute by not contesting it. PayPal was worthless - despite documents promising the refund and showing that the item was returned to Chewy, they said because it is a subscription I can't get a refund.Now Chewy is saying they can't process a refund because I have to call them for account security reasons.Interestingly, I have received notifications that someone is attempting to log into my account several times when I have not used it during this process, which seems strange since I haven't had any otherwise.Subscriptions through other companies give you a reasonable notification to cancel, Chewy does not. They make returning the item burdensome (if I wouldn't have been lucky, I never would have stopped the ***** driver from delivering it twice), and despite having the item they are demanding I call now to get my money back. It feels very scammy and I just want my money back. I have never dealt with a large company that lies about orders (it being shipped when the label wasn't even created until several hours later, or having to wait for the PayPal dispute to resolve when they could have just refunded it through PayPal). Why do I now have to call when I have been promised refunds multiple times via email? I've ordered from them in the past but never will again. They are keeping my money despite having the product they billed me for. Incredibly shady behavior.

  

  Business Response

  Date: 04/24/2024

  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. 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 most recent order ending in *****. I was able to confirm that by the time we received the request to cancel the order, it had already been packed and prepared for shipment, and was unable to be canceled in our system at that time. Once we pack orders, and then drop them off at the ***** sorting facility, there can be a delay in the tracking label being created on the ***** tracking website.

  
  It is my understanding that the order ending in ***** was part of a PayPal dispute and we are unable to process refunds while a PayPal dispute is pending. Once the PayPal dispute is resolved, and our team receives confirmation the PayPal dispute has been resolved, we can then process the refund for the above referenced order. Please note that PayPal can take up to 30 days to process your refund depending on your payment method.
  Please give us a call at ************** once the PayPal dispute is resolved.
  
  Warm ***************************************************** Manager
  
  **********************

  Customer Answer

  Date: 04/25/2024

   
  Complaint: 21606809
  
  I am rejecting this response because: I confirmed with PayPal that you are in fact able to process refunds during the dispute process. In addition, when PayPal denied the initial claim and I contacted your customer service to notify them that it was no longer active, I was told by a supervisor after waiting ************************************ PayPal (it was not) and that I could call PayPal. Eventually the supervisor offered to look into it and call me back the next day, which she never did. When I contacted PayPal and informed them that you were stonewalling my efforts to receive my money back for an item that had never been delivered and was returned to you, they processed the refund.

  It is a lie to tell customers that you aren't able to process refunds during the dispute process. I have both bought and sold items using PayPal for many years and at any point in the process the seller can simply click "refund", or not contest the dispute. Instead you have wasted hours of my time, presumably in hopes that I will give up and you can keep my money. This is a shameful way to run a business. I will never purchase another item from Chewy again and I highly recommend that anyone reading this reconsiders purchasing items from Chewy as well. This lie - that you aren't able to process refunds during disputes - has been repeated by every single person I have spoken with at Chewy, meaning it isn't just one ill-informed CSR, it's a company policy. I would never have opened the dispute to begin with if I had been granted a prompt refund. And every other business with an autoship service gives you several days to reviews and cancel an order. Notifying the customer but not giving them any time to  any way to cancel the order, then insisting that they manage to catch the ***** driver before the delivery is made, then refusing to process a returned item is scuzzy and dishonest. Because nobody from Chewy would resolve my complaint and I had to spend yet another half hour on the phone with PayPal to get my money back, I do not consider that the company at any point made an effort to resolve the problem and in fact did their best to prevent it from being resolved.
  
  Sincerely,
  
  *******

  

  Business Response

  Date: 05/02/2024

  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. We will certainly review your most recent interactions with our customer service representatives and follow up with the agents regarding any missed opportunities.
  
  We apologize for the inconvenience and confusion regarding your refund. As we mentioned previously, we are unable to process refunds while a PayPal dispute is pending. I did some digging, and I was able to confirm the PayPal dispute had been updated, and your order ending in ***** was indeed refunded on April 25, 2024, by PayPal.
  
  As a courtesy, due to your recent experience, Id like to offer $100 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 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 ****************************************************** Manager
  **********************

• Initial Complaint

  Date:04/21/2024

  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 2/5/24 I noticed a fraudulent charge from Chewy in my bank account! I have been in contact with them since! I was told by a supervisor, ***** that a refund check would have to be issued, said check would take 4-6 weeks for me to receive! That was February 20th and was told the check was mailed on March 1,2024. I continued to call talking to several different people and another supervisor *******! Then I filed a comment complaint on ******** and someone else stepped in but did not put their name on the comments! This person states that she checked into it and a check was issued on 4/18/24 said check would take 3-5 weeks! So did they lie about the check being issued and mailed on 3/1/24? Was also told by ******* that they could not check to see if said check was cashed until the 6th week occurred, that date would have been Friday, April 20, 2024! The amount of the refund is $149.69, the person who placed the order is *************************, she lives in ***** Fl! I feel whoever placed the order from Chewy made the mistake because of the same first names, although the order is still showing on my account and ********************** said that cant delete it off my account! I have been getting nothing but run around from them! I have asked numerous times to speak to someone above a supervisor and was told that is not possible! I am retired due to cancer, I live on a very limited income and have a lot of medication to pay for! This may not sound like a lot of money but it is to me! I am tired of all their lies!

  

  Business Response

  Date: 04/22/2024

  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. We're currently reviewing your recent interactions with our agents and will be conducting coaching sessions to address any missed opportunities for improvement.

  I did some digging and located the order ending in *****. Our system attempted to electronically process the refund multiple times for the order in the amount of $149.69. Unfortunately, there was an unexpected technical error when we attempted to process the refund electronically because your Chewy account was closed. Consequently, a $149.69 check was sent via **** to your confirmed shipping address on March 1, 2024. Typically, checks take 4 to 6 weeks for delivery. Recognizing the check did not arrive within the 4 to 6 weeks timeframe, we issued a replacement check for the $149.69 on April 18, 2024 which was mailed to the address you confirmed.

  As a token of our appreciation for your patience and as a valued Chewy customer, we'd like to offer you a $50 credit towards your next purchase with us. Kindly give us a call at ************** before placing your order, and one of our supervisors will assist you in redeeming this offer.

  We truly value your feedback and thank you for giving us the opportunity to make things right. Should you have any further questions or concerns, please don't hesitate to reach out to us. We're available 24/7 to assist you.

  Best regards,

  ************
  Customer Service Management
  **********************

• Initial Complaint

  Date:04/08/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an egift card for $50 as a donation to a local dog shelter. The shelter never received this donation after several attempts. Chewy offered to send a physical card to me personally and it never arrived. I seem to be getting transferred to management that cannot resolve this issue. This shelter was in critical need of food and tried to help through Chewy as a very long time customer. As inflation is hurting everyone I felt so bad for the shelter that I ended up donating $100 worth of goods purchased through ******** Very sad that a business can immediately take funds from your bank and not produce goods promised. I have since deleted my Chewy account and will no longer order from this site

  

  Business Response

  Date: 04/09/2024

  Hi there,
  
  Im so sorry for your recent experience. Here at Chewy we strive to provide top notch service with every interaction. We are reviewing your recent interactions with our agents and will follow up with the agents for a coaching session for any missed opportunities.
  
  Im so sorry for the unexpected technical issues with your recent donation orders. I can confirm that on April 2, 2024, we added a $50 Chewy eGift card to the rescue organization of your choice.
  
  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 ***********.
  
  Kind regards,
  
  ******************
  Customer ******************
  **********************

• Initial Complaint

  Date:04/06/2024

  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.

  On 02/27/2024 Chewy sent me medicated food for my cat without me ordering and/or requesting the food and automatically charged my account ****************** delivered the food and as soon as I received it I contacted Chewy to inform of their mistake. They apologized for the mistake and told me to ship the order back via ****** which I did, ***** picked it up within 3 days.Chewy still has not refunded the $121.88 charged for their mistake and when I contacted them they informed that they did not receive the returned food that they mistakenly sent me and refused to refund the money they charged **** am retired and on a fixed income and cannot afford to lose this money for a mistake that was Chewys to begin with. I do not understand how I am being charged for something that I did not want and I do not have.

  

  Business Response

  Date: 04/08/2024

  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.
  
  Thank you for taking the time to speak with me today. I was able to locate your most recent order ending in *****. I can confirm via ***** tracking that your order was picked up to ship back to us on 2/28/2024. As a courtesy, and due to the confusion/delay, I processed a full refund in the amount of $141.97 for this order on 4/6/2024. Generally speaking, you will see the refund amount credited to the account associated with the payment method on file within 3 to 5 business days after the date it was processed, 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,
  
  Rio S.
  Customer Service Manager
  **************************
  **************

• Initial Complaint

  Date:04/05/2024

  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.

  This is a complaint against Chewy and ******************************* person of **********************. I have placed a prescription order (Order #?1481856760?) AFTER her colleague has agreed in our email to manually correct for a system coupon error by manually adjusting/refunding a partial credit of 40% of the purchase price. The coupon was sent to us by Chewy headquarter by mail. After the order was shipped, ************** wrote back claiming prescription cat food is not prescription item (RX), when in fact she is wrong as all items in the order qualified as RX, and require a prescription to be purchased per law. She further offered an insulting $10 "for the inconvenience". This deceitful and mean spirited person hopefully does not represent the Chewy corporation as a whole. My opinion on her poor pet industry knowledge and failing customer service skills is not the primary reason for the complaint. The complaint in based on the failure of Chewy to fulfill a purchase which was made under a specific, pre-agreed on condition, of which Chewy fails to deliver.

  

  Business Response

  Date: 04/09/2024

  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 did some digging and can confirm the promotion that you received in the mail, is intended for items that are sold in the Pharmacy. As a one-time courtesy, we will honor the promotion you received for 40% off of your first Chewy Pharmacy Autoship order, with a maximum discount of $40, and we will apply that to your next order. While you do still need an authorization from your veterinarian for the food in order ending in *****, please note that it is not considered a pharmacy item and would not qualify for the promotion that you received.

  To have redeem this offer, please give us a call at ************** before placing your order, and a supervisor will be happy to assist and will explain the process.

  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,
  
  ****************
  Customer Service Manager
  **********************

  Customer Answer

  Date: 04/14/2024

   
  Complaint: 21535411
  
  I am rejecting this response because:

  The Chewy **** took back the order in question, yet never refunded me the cc payment of $507.94. This additional error and insult made by the companyb is pitiful. I do not accept this level of unprofessionalism especially from a company I have given business to for over 16 years.
  
  Sincerely,
  
  *** K

• Initial Complaint

  Date:04/04/2024

  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 had an ongoing problem with Chewy's pharmacy for about 3 months now. I have 2 dogs and want them to be on the same preventative medication. That shouldn't be difficult. However, I have sent prescriptions for my dogs to Chewy and they are still refusing to fill one of the prescriptions. In fact, it doesn't even appear in my account even though I contacted them and I know they received it. When I contacted Chewy, I also told them to return the paper prescription to me that they were refusing to fill. That was weeks ago, and I still haven't received the prescription from them. At this point, I basically feel like Chewy is practicing medicine by telling the veterinary office what's acceptable and telling me what I am limited to buying (which is less than what the veterinary office authorized). My veterinarians and I are supposed to choose the prescriptions, not Chewy.

  

  Business Response

  Date: 04/18/2024

  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.
  
  I did some digging and located your account. The prescription for Sophies Interceptor Plus 25.1 to 50lbs, 12 tablets is active on the account. As a courtesy, and due to the confusion with your order, we processed a refund for the order ending ***** on April 17, 2024. Generally speaking, you will see the refund amount credited to the account associated with the payment method on file used for the order within 3 to 5 business days, however that timing may vary based on your banking institution.
  
  Because you are a valued customer, and as an added courtesy, I have added a 25% discount on one future pharmacy order. You will have to call ************ and speak with a representative to redeem the discount prior to placing your next Pharmacy order. 

  
  We really appreciate your feedback and thank you for giving us the opportunity to help with this. If you have any questions, please don't hesitate to reach out to us. We're here 24/7 to help.
  

   

  Warmest regards,
  
  Rio S.
  Customer Service Manager
  **************************
  **************

• Initial Complaint

  Date:04/03/2024

  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 have ordered prescriptions for my dogs from Chewy. On 02/03/23 , I had placed an order which contained prescriptions for both dogs. The invoice has both dogs' names on it, but doesn't specify which medication is for which dog. I requested an invoice that says this and was told they do not do this. I need this so that I can file a claim with my pet insurance company. I am not asking for any money, **************** that says medication A was for dog A and medictation B was for dog B. One of the chat contacts said I could request a customized invoice, but the agent who communicated with via email said they don't do that and can't do that.

  

  Business Response

  Date: 04/15/2024

  Hey there,
  
  At Chewy, we strive to provide a positive experience with every customer interaction, and we dropped the ball here. We really appreciate your feedback and thank you for giving us the opportunity to help.
  
  Thank you for taking the time to discuss this issue with us. As we discussed, we are unable to alter invoices; however, placing your orders separately for each pet will allow you to download an invoice for each pet. Also, you can access all your order invoices through your Chewy account.
  
  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
  **********************

  Customer Answer

  Date: 04/16/2024

   
  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:04/03/2024

  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.

  Last year when I bought dog collars I did auto ship (one time per year) to get a discount. Last week I got an email saying theyre going to send out the next auto shipment. I immediately canceled. The very second I received the email. Records will verify this. Take note of the dates in the attached emails. Days go by and they finally email me back saying theres nothing they can do, it was just shipped out. But, if I return it then theyll give me a refund. Now thats all fine and ***** except they sent it to a house I moved out of 8 months ago. So now I have no way to return them because theyve made several errors. Never once did they verify a shipping address, and waited to respond only after it was already shipped out.

  

  Business Response

  Date: 04/08/2024

  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 was able to locate the order ending ***** . Unfortunately, by the time the order was cancelled, the order was already in process and unable to be canceled prior to shipping. 
  
  As a courtesy, and due to the inconvenience, we have canceled all auto-ship orders on your account and processed a refund for the order ending ***** on April 3, 2024. Generally speaking, you should have seen 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. 
  
  We genuinely appreciate your patience and understanding throughout this process. Should you require any further assistance or have additional concerns, please do not hesitate to reach out to us at **************. We are here to assist you in any way we can.
  
  Warm regards,
  
  ****************
  Customer Service Manager
  **********************

• Initial Complaint

  Date:03/26/2024

  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.

  I have an auto-ship for every 2 weeks with Chewy for my pet supplies. Last time, (2 weeks ago) my order sat in the warehouse and did not ship out on schedule. When I called, the rep said my order was forgotten about and off to the side, and he had to call the warehouse and Fed Ex to get it to me. I got a $25 credit for that inconvenience. I did not receive any notifications or communications about an expected delay.Pan over two weeks to the current shipment that was supposed to arrive today. Can you believe it?? I had the same exact issue, where my order was forgotten about and did not ship out, and even more, this time, someone went in and cancelled my order, yesterday. I didn't receive any communications or notifications about a delay, much less a cancellation. It has now become clear through the statistically impossible action of the same customer experiencing issues with auto ship, much less twice in a row, that there is someone or some people in the warehouse that aren't doing their jobs, or heaven forbid, are holding orders back willfully. Regardless of the reason, this is unacceptable. They also have my money.

  

  Business Response

  Date: 03/27/2024

  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 understand the importance of having an order delivered on time, and how this delay may have inconvenienced your pet family and your personal schedule. I'm so sorry about your recent experiencewhat you have described is not up to Chewys standards and we processed a warehouse complaint on your behalf.
  
  I did some digging and was able to locate your most recent order ending in *****. I can confirm, at your request, the order ending ***** was canceled on March 26, 2024. Since the order was cancelled prior to shipment, your account should not have been charged and any pending authorization should have fallen off of your bank statement within 1-2 business days. However, that timing may vary based on your banking 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.

  Kind regards,
  
  ******************
  Customer Service Management
  **********************
  

  Customer Answer

  Date: 03/27/2024

   
  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.

   

  dear ********: thanks kindly for your support and intervention. I recognize this experience probably isnt typical, so very much appreciate looking into this, just so nobody else has 2 order hiccups  in a row. 

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