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.
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