Review Time
UPDATE: UNSAFE 1:00 AM DELIVERY — Beyond unprofessional.
It is now nearly 1:00 AM, and an OnTrac driver just arrived at my door to attempt delivery. After lying all day about a "weather delay," Chewy's carrier thought it was appropriate to show up at a residential home in the middle of the night.
As a professional in the delivery industry, I am appalled. Attempting a delivery at 12:50 AM is a massive safety and security violation for both the customer and the driver. This is how Chewy handles life-critical prescription supplies: with dishonesty during the day and safety risks at night.
I have officially filed a complaint with the BBB and notified Chewy’s executive team. If you care about safety and reliability, stay away from any order Chewy ships via OnTrac.
ORIGINAL COMPLAINT:
I am beyond disappointed with Chewy’s reliance on OnTrac for life-critical supplies. I ordered prescription food for my cat, which was en route for delivery at 11:26 AM. It is now after 9:00 PM, the delivery window has closed, and the package never arrived.
When I contacted customer service, they claimed "weather delays"—which is a blatant lie. I know this because I am a professional delivery driver myself. I spent the entire day making deliveries throughout this exact same region, as did my colleagues; none of us encountered any issues. My cat’s medical necessity sat in a delivery vehicle for over 10 hours for no legitimate reason while the carrier gave me false information.
It is dangerous and unacceptable for Chewy to use a partner that lies to customers and fails to deliver prescription items. If you love your pets, do not trust any order shipped via OnTrac. I am now seriously considering closing my Chewy account and moving my business to a competitor who actually prioritizes animal health over cheap shipping contracts.
Chewy is a company I don't trust anymore, Reviews are being posted for me for items I bought and I can't see them or edit them, in order to fix it you have to contact customer support and have them removed it and wait several days before you can post another but you can only have a review removed twice so if you make a mistake and accidentally hit enter there's nothing you can do to fix it, I believe the review system is a huge scam because who is posting these reviews on my account? After having several more issues like having $80 drawn out of my account for a pointless membership I never signed up for and doing more research on chewy and the lawsuits and allegations against them I decided to delete my account but surprise! I can't unless I get on the phone with a supervisor and have an full blown interview. What an absolute SCAM! Chewy is not a trustworthy company at all.
Using it for years already for my kitties. They always deliver faster than anyone else. And this time I messed up with trying to change up my authorship order and somehow got two orders at the same time not even realizing I would. I wanted to return one order as I don’t need it now and would prefer money back but they let me keep it instead and wrote to donate or give to someone that needs it. Got the refund anyway. This here is a GREAT customer service and left me shocked as I really could use money atm. Thank you so much. You have a loyal customer here if you keep up with good work.
I would rate lower if I could. I don't know what the hell I did to these people, but every time I ordered wet cat food. They would send me the most beat up, broken cans. And when I would call, they didn't seem to care. More annoyed that I called with a problem. So I use ANYBODY but this shit site. Didn't even care when their products caused one of my kittens to get sick. Will never order from again.
I placed a normal personal order of about $300 for pet food and supplies. Nothing exotic. Nothing in bulk. Clearly not for resale.
Chewy arbitrarily decided that I am “a business” and blocked my order because it was being forwarded abroad. No proof. No discussion. No attempt to verify. Just an automated accusation and cancellation.
Their reply was insulting: “We encourage businesses like yours to contact a distributor.” I am not a business. I am a private customer buying pet food for my own home.
So apparently, if you live outside the US and use a forwarding service, you are treated like a criminal or a reseller. No transparency. No flexibility. No customer focus.
For a company that claims to be customer-centric, this is amateur-level service.
If you are an international customer or travel frequently, avoid Chewy. They do not want you as a customer.
Plenty of better competitors who actually understand how global customers work.
I ordered the wrong supplements for my dog by mistake, and they not only cheerfully fully refunded me when I called, but also let me keep them! Amazing customer service. Will shop with them again.
My experience with the service was incredibly frustrating. I ordered frozen food that was never shipped. I called daily for updates, and while the support team was always polite, they were unable to investigate or provide any assistance. Each day, I was told it would be shipped, but after five days, I escalated the issue to a manager who informed me that my order was stuck and that a replacement would be created. The following day, there was no confirmation, and the support team couldn’t find any record of this replacement. I ultimately canceled my order and will not return due to this dreadful experience. Additionally, about 50% of my calls were dropped, which was extremely aggravating.
I ordered a white bucket of duck heads, expecting 25-30 count. What I received were 25 pieces in plastic bags. After two chats with the support team, both representatives claimed they don't offer duck heads in white buckets, which is untrue. This is a clear case of false advertising! Since this was meant as a Christmas gift, the bucket was essential; I will not buy from this seller again!
The products have been satisfactory, but the delivery experience is extremely disappointing. This is the second instance where my order was left at the top of my driveway, making it easy for anyone to take, regardless of the weather. My driveway is always clear and accessible. After the first occurrence, the service modified my address for delivery to the lower-level door, yet there seems to be no issue for other delivery services. I choose this service for home delivery due to my physical limitations. If this happens again, I will reconsider, as I also order for a local rescue I support.
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