Chewy.com delivers pet happiness by conveniently shipping 400+ brands of pet food and stuff (for FREE!) while celebrating and honoring the bond, love and connection we share with pets.
Is Chewy.com legit?
Chewy.com (chewy.com) has a 3.3 out of 5 rating on OK.one, based on 200 user reviews collected here. It is listed under Animals & Pets and its reputation is mixed. Opinions are polarized: 53% rate it 4 stars or higher while 32% give 1 star; The business has not yet replied to negative reviews; Reviews mostly discuss Product, Customer service. Last updated 2026-08-11.
What reviewers say
AI generated
Most reviewers were somewhat happy with their experience overall. Consumers frequently praise the genuinely helpful customer service because they can easily talk to real human agents without dealing with frustrating automated phone bots. Many people also appreciate the remarkably fast delivery options and the wonderfully thoughtful personal touches like sympathy cards and flowers sent when pets pass away.
Some reviewers were not happy with persistent delivery problems, such as third-party carriers leaving heavy packages in inconvenient locations or dropping off damaged cans. A few other people also felt that managing prescription orders can be challenging when medical approvals stall and support agents fail to resolve issues effectively.
Auto-generated from all reviews of this business. For reference only.
What is going on with Chewy? I order routinely for my pets, but my past few deliveries have been really bad. My house is on a large lot, but I have 2 driveways that lead up to my door. I always give specific instructions to deliver items to my front porch. But my orders are left about 200 feet from my front door, near the road where anyone can steal. I have to walk out and check every time I have an order coming, cos I can't see it from my house. My most recent order was delivered to my front door. But when I opened the box, I saw how damaged the case of canned food was. Almost half the cans were obviously dented and one had cracked open with pet food all over the other cans. As I washed the cans, I saw the expiration date for the food was 4 months ago. Argh! Enough. I called Chewy and asked for a supervisor. A female named Smiley (really?) came on and sounded like she was reading from a que card. I asked for a refund and explained my frustration with recent orders. She apologized and then thanked me for being a customer. Oy! I am switching over to another company.
I truly have never dealt with a company as wonderful as chewy. If I could give them 10 stars, I would. They should train all other companies in what customer service really is. The few problems I have had over the years were never their fault but they took care of each and every one. I just received some food that had issues and not only did they send out more immediately but my credit is already in my account. Their people are the best! They have always sent me condolences when I have lost a pet and they always credit that last delivery. There just is not a word in the english language that can describe this company. Thank you guys for always being there for me and my pets!!!!
Chewy actively trying to hurt people affected by wild fire
We’re aware of the impact that recent fires have had in your area and our thoughts are with you and your family during these uncertain times. We’re reaching out to let you know that, unfortunately, we are unable to ship your recent order 5197163985, due to the delivery area being inaccessible, and we have cancelled the order. You'll see the pending charge on your original form of payment drop off in the next 48 business hours.
This is the email I just received from Chewy. Keep in mind I have not at any point been in a fire zone. Nor has there been any loss of mail service. Nor is Chewy's factory near a fire. They literally just saw that there was a fire in the same state as me and that my order was discounted so they cancelled it and used that as an excuse. It is the worst customer service practice I've ever been apart of. Even if i was in a fire zone. As long as the mail is running why would it make any difference when Chewy is not in the fire zone? Why would they purposefully try and hurt the people in a fire zone that are already hurting. It is the most blatant F you to customers that I have ever endured. Please do not buy from them! They are actively trying to hurt people affected by wild fires.
Chewy has the best customer service you always get a real person who answers the phone and not some automated system and you don’t even have to wait on hold to talk to someone. I have been getting all my pet stuff from chewy for years now and I get my order in two or three days sometimes even sooner. Anytime I had ever called with an issue which was very rare btw customer service resolved the issue immediately. I just wish every company would have the same kind of customer service as chewy it would make my life so much better I get so upset and frustrated dealing with those stupid automated systems I get anytime I call any business place. Thanks chewy for all your hard work and excellent service.
I have to say that I am VERY disappointed with Chewy. Yes, they get alot of things right BUT there is at least one BIG THING that is just WRONG. I purchased an item ($25) thru Chewy as a guest. I really do not want to set up an account as I don't purchase from them all the time. I get a confirmation email. Fine. I get an email when it will be delivered. Great. When I try to track the package, Chewy REQUIRES you to set up an account, since, afterall, you were only a guest when purchasing. SAY WHAT??? This is totally ridiculous and another marketing ploy so they start sending you multiple emails on a daily basis, which is exactly what I don't want. Shame on Chewy. You need to revamp your policy on this. When I want to purchase from you, I will. But in no way should I be forced to set up an account in order to track a package that I've already paid for. Many, many, many other companies do not use this marketing ploy and neither should Chewy. I will NOT be purchasing from them again.
UPDATE: After sending this, I emailed the customer service group at Chewy, not expecting a response, if any, until Monday. Surprise, surprise, surprise! A customer service representative actually responded to my somewhat snarky email regarding the above and was very kind and understanding of my frustration. They were able to provide me with the tracking link and we were able to stay on top of the specific delivery time. Pkg was finally delivered a short time ago. Shout out to the 2 Chewy customer service representatives who were "on top" of my complaint and handled the situation perfectly.
I recently received a prescription food order for my elderly cat. The next day, my little cat Princess , started having multiple brain seizures resulting in her death. I was devastated.
The following day I called Chewy asking how to return the order. I hadn’t even opened the box yet. The customer service lady was so sympathetic and so sweet. She told me to donate it because she wrote me a credit on the spot and canceled any further auto ships for Princess.
ON TOP OF ALL THAT EXCELLENT CUSTOMER SERVICE—- I received a sweet painted rock with Princess’s name and a sweet sympathy card. WOW! What a thoughtful thing to do!
I never have any problem with this company. Now I know they have a heart ❣️ Thank you, Chewy so very much. ❤️
I’ve been using chewy for 15 years. Signed up for my first auto shipment when I got my first pet, a cat named Jake. Never had any issues receiving items I ordered, even when I lived out in the country. Jake passed away a couple days ago and i memorialized him profile on my chewy account. When I got home from work there were flowers at my door from a local florist from Chewy!! It meant so much to me and I just want people to know how outstanding of a company Chewy is. They always sent birthday and Christmas cards for my all pets.
I have been a customer of chewy since 2019. I have never had any problems with their shipments and really like the products I receive as well as the excellent cost. There is really nice ease of coordination getting you pets prescriptions (such as flea medicine and Rx foods). They contact your vet directly for the authorization. What prompted me to come write a review today is that my cat is now gone and they refunded multiple cat food orders I had recently made with a full refund and “no need to send this item back” they said I could just donate the items. I thought that was really incredible customer service and I am really happy I went online to see what my return options were. It’s really nice also not to have to mess with sending the items back since I have already been stressed lately with the loss of my cat. They also make a spot in your account to memorialize your pet that has passed on which I thought was a really nice touch. Overall felt really good like the company actually cares about you and your pets and you’re not just another customer, they care about more than just making money. I will continue using their services for my Golden retriever.
Chewy consistently has outstanding customer service, they are extremely responsive and often gets back to you within hours with a customer focused resolution. I’ve been using Chewy now for over 3 years and I can’t recommend them enough!
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DebbieUnited States · 1 review · Experienced 2026-08-04 ·
★★★★★
I order auto ship to my appt
I order auto ship to my appt . I live upstairs and older lady . That’s why I pay more for it delivered . So fedex decides to deliver to mail room and not Bring to my door . Called and seems nothing g they can or will do . Do t order from
Here
Juenessa WilliamsUnited States · 1 review · Experienced 2026-08-04 ·
★★★★★
I needed to order some heart medicine…
I needed to order some heart medicine for my elderly doggie this morning and was unable to log in to my existing account to complete the purchase so I called Chewy directly and immediately was connected to Ari. She helped me immediately deactivate an old email and added my current one into their system and waited patiently with me, while I placed my online order. I couldn’t believe #1 that an actual person answered the phone and I didn’t have to press all kinds of buttons to get to customer service and #2 how efficient, knowledgeable, helpful and friendly Ari was to help me with my request. Thank you so much, Ari! You made my day!
Deborah BackielUnited States · 5 reviews · Experienced 2026-08-04 ·
★★★★★
People answer the phones
I had trouble with the website BUT there was a super visible phone number to call and I got a real live person!!!! In under a minute!!!! No press one press two. No virtual prompts. One phone call answered on the third ring by super smart knowledgeable humans
And issue resolved in a minute . Please support business that support us!!!
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Lori PowellUnited States · 3 reviews · Experienced 2026-08-04 ·
★★★★★
What happened to customer service and delivery?
When I started ordering from Chewy I was really impressed by how efficient their prescription ordering was done and how fast I received both medications, veterinary foods and other pet supplies. Most orders were delivered the next day which was amazing. Thought I would be a customer for life. Well as they say, it's easier to get to the top than it is to stay there. Just another example of something that was once good is really bad now. Customer service gets an F. They no longer check with your vet for refills. Now you have to get a written order from your vet and they take that to FEDEX and then WAIT for pharmacy approval and then someday it will be delivered. Other orders are taking 2 days or more. Then this silly low bid delivery service they are using ONTRAC can't track packages. When you click the link to check delivery, you receive an ERROR MESSAGE. Apparently your packages go into some deep dark black hole and then show up on your doorstep days later. What a dismal failure. When you use the chat, that's another waste of time. Not helpful at all. Must be a lot of "work at home" agents. No customer service, poor delivery service. Obviously an online company needs these two elements to stay in business.
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MichelleUnited States · 6 reviews · Experienced 2026-07-14 ·
★★★★★
Never had a problem with this company
Never had a problem with this company. I always get what I order and it shipped with reasonable shipping time. I often check the prices with other sites and they are very similar.
Fran FournierUnited States · 1 review · Experienced 2026-07-28 ·
★★★★★
All-around great service . . .
I have been a customer of Chewy for a few years now. They have a great selection of just about anything you might need. Recently I have placed orders for prescription dog food and meds. I can honestly say that I have never had any issues with my orders or the delivery timeframes they provide you. I get what I order and it arrives on time. Thanks Chewy!
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Ashley Lund-PearsonUnited States · 4 reviews · Experienced 2026-06-08 ·
★★★★★
Confidence In The Experience
I’ve had so many good experiences with Chewy. Even in the moments where I’ve had challenges, they find a solution. There’s a particular shipping company they switched to that I’ve experienced trouble with for every shipment. I spoke to their customer service and they adjusted my preferences to default to only the carrier who I’ve had no troubles with. Additionally, they use real, human agents which is refreshing in a world of frustrating Ai bots. My cat passed away and they made it easy to be refunded for the expensive items she was no longer able to use. Pets can be so expensive and Chewy is one of the places where I know I can get a fair and pleasant experience. I’m so grateful for this company.
Kristin FrederickUnited States · 5 reviews · Experienced 2026-06-01 ·
★★★★★
Consistently broken items and upsells without approval
I had autoship setup for cat stuff which includes food, litter, and of course snacks. I don't understand why for over a year they continue to put snacks in a box inside of another bigger box full of either litter or large amounts of food. Needless to say I had over a dozen containers of snacks broken and all they kept saying was just donate it and we'll give you a refund. You can't donate something that's busted open. Their process of telling you to donate just allows them to write off all of their damages so they don't care and they don't improve. In addition to that they decided that when everything started shrinking in size that they would change my auto-ship to a different brand and product that cost $7 more than sticking with the same brand in product that shrunk for the original price. Please tell me in what world that is okay without approval from the person who purchased. Everything is getting out of hand with no one taking the responsibility of the problems of these services. They don't actually guarantee that anything makes it there on time and they certainly don't make sure it shows up in one piece. They are one of a growing amount of companies that don't care about their customers or their experiences. They definitely don't care about your pets.
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RitaUnited States · 1 review · Experienced 2026-07-17 ·
★★★★★
We have been with Chewy for 11 yrs
We have been with Chewy for 11 yrs. Customer service has always been very good. Refreshing to actually talk with a knowledgeable person each time we called and always had our questions or concerns solved. We recently lost our beloved cat and I called to inquire about left over unused food. I spoke with Denise and she was so kind and empathetic regarding our recent loss. Our food was refunded without question. Chewy even sent me some flowers!! Wow!!
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kristeen birchardUnited States · 5 reviews · Experienced 2026-08-01 ·
★★★★★
Good Service
Honestly I do not subscribe to anything through chewy anymore. When I order from them everything always arrives quickly and in tact. I’ve never had an issue with them and customer service has always been pleasant!
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