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.
I have been a satisfied customer for years. Their prices were always very good. Now the dog food I purchase is the same price as my local shops. I ordered a dog food on Chewys app that offered a free dog treat with an offer good until July. So when I ordered in April I found nowhere to order the free treat. I went to chat and was told there are no treats as they ran out of them! No I'm sorry, no substitute. Acted as if I should just have known they were out of stock. So I sent an email telling the same story and got the same cold response. Out Of Stock. Not even we will send it when it comes in. How can that be in April? The treat itself is meaningless. The fact that an offer can be out of stock so soon and their uncaring attitude matters.
I wish I could say something positive about this company, but after this experience I cannot. I placed an online order for flea medication for two different dogs, as I have done through Chewy many times in the past. Because nothing had changed on my account (including valid refills for both dogs), it should have been a simple reorder with each medication matched to the correct pet.
Two days later, my vet called to say they could only approve one pill unless I brought one dog in for another checkup. I contacted Chewy to ask why the order had been sent to my vet when I still had valid refills. Chewy told me the order had been submitted as four pills for one dog (instead of two separate prescriptions for two dogs).
After I explained the situation, the first representative corrected the order so it reflected two dogs within the valid prescription time frame, meaning the vet should not have needed to be involved. However, the representative quoted a total price higher than my original order. When I asked why the price was higher—especially since one dosage had been lowered and was cheaper on the website—they could not explain it, and the call was suddenly disconnected.
I called back, spoke with a different representative, and had to repeat the entire story. They set up the order again, but this time quoted an even higher price. I requested a supervisor, who still could not explain the pricing discrepancies until I provided the price I was seeing on the website. Two more calls were required because the order was again sent to my vet, and the price continued to change. At that point, I canceled all orders.
I then had to call again to get all credit card charges reversed, because I was charged even though nothing shipped. My original order still has not been reversed; I was told it would take three to five days, even though the order canceled today was reversed immediately. Be cautious with this company.
I just wanted to say how helpful the customer service member was that I talked to. Adane was polite, patient, and knowledgeable. He helped me figure out that there was a second account opened, which was impacting my ability to see all of my orders. He helped me to consolidate the accounts and close the secondary one. His customer service skills were excellent and much appreciated by me.
Chewy is fantastic. I've been using autoship for years. Packaging is much better than Petco, and the pricing is competitive. They also often have things in stock that Petco or other pet places don't. It is easy to skip shipments, which I do if I have enough already. This month I didn't realize I was super low on wet food for my cat. I was figuring I would have to go to Petco to buy a couple cans until the box arrived, but it came the next day. I didn't even choose quick shipping or do anything different. Thanks, Chewy!
1. Can't update reviews and other issues with reviews
2. Expired/mishandled (moldy) treats over and over
3. Customer service very mixed
They screen reviews and won't let you update a review. For example, I have been buying their Full Moon treats for years now and the last 5 or 6 bags have come moldy. I buy them at another store and store them in the same environment they are not moldy, so I know it's not me. Customer service seems to think I'm just taking advantage of them sending a replacement, but I gave up and started buying them elsewhere since the replacements are all moldy as well. I previously gave the treats a positive review but now I can't go back and review it. Same with other products. I care about durability on nonfood products as well and appreciate when others update a reviews and try to do the same.
Despite screening their reviews (which shouldn't be allowed for ANY website IMO) I still find reviews for the wrong product. For example, a leash review on a treat product page. In that case, it was obvious, but if the reviews were for a similar item, it might not be.
Their customer service has previously been nice but after repeated complaints about quality, they have been sarcastic and disrespectful to a degree I've never experienced before. I've worked in customer-service roles for over 20 years and would never dream of speaking to someone the way they have to me. I think it's because of multiple complaints, but I have provided pictures, offered to send them back, never even asked for a replacement although they always offer one, I don't want it if it's also moldy. I also noticed when I went back to update the review that multiple more recent reviews stated the same problem.
Superb in every way!
Fantastic customer service -- not only helpful, but kind and obviously caring!
Deliveries are quick, and autoships on time!
And great selections, nearly always way cheaper than I can find things elsewhere!
I was a customer of chewy.com for over 7 years and recently lost my dog (best friend). All through those years chewy.com was fantastic. Great product, super fast free shipping, customer service every time was professional and helpful. After the passing of my dog I received a package from chewy.com with a beautiful personalized card and stone with my dogs name and flowers painted on it. So sweet. Thank you chewy.com for all the support and great experience all those years. Highly recommend this company.
I’ve always trusted Chewy, but this experience was really disappointing and honestly concerning. My dog’s medication (Vetoryl) was skipped this month without any notice, and it’s not just a routine item—it’s a life-sustaining medication.
He ran out yesterday, and I only realized the issue when it didn’t arrive. When I checked, the next delivery was pushed out another month. That’s unacceptable for something this critical.
Customer service was polite and helped place a new order, but the earliest arrival is still several days away, leaving my dog without medication in the meantime. That’s a serious gap that shouldn’t happen with essential prescriptions.
I appreciate the support agent, but Chewy needs to improve how it handles autoship for critical medications. There should be safeguards in place to prevent situations like this or emergency options when they do occur.
Chewy has always been helpful and kind over the years we’ve been using their services. They even sent us a beautiful memorial stone for our 13 year old Dachshund after I changed the autoship profile to memorialize Darling. Wish I was able to leave a picture with my review. Thank you Chewy for your kindness!
Bought an $81.60 bag of dry dog food, our dogs didn’t like it. Placed it in big ziplocks to donate, wrote a review of the product. Then Chewy EMAILS ME saying “no problem, we will offer you a full refund-you do not need the original packaging, we’ll send a return label-just drop off at any fed ex” So I do all that plus travel 25 mins to the Fed Ex one way, they receive it and status of the refund shows ”pending”, then goes to “no refund” a few days later. I chat, no help. I call, they say “we can’t honor the refund bc the box you sent was empty” wow…now why would anyone go thru all that to send an empty box??? Warehouse workers to personal use? Let’s remember..they contacted me to offer this! Complete bs waste of time situation, overpriced junk. Make your dogs fresh organic homemade foods. Now a shelter is without this bc they offered me to return it for a “full refund”. Would not recommend Chewy to anyone.
I've been a customer for years and always received great service. But recently my 15 y/o cat died and so I updated my profile page to delete his name. Today I received in the mail a surprise package from Chewy. In it was a beautiful memorial stone with his name and flowers hand-painted, in a velvet drawstring bag and sympathy card. Such a thoughtful gift and unexpected. They are a special group of people and business that really does care about their customers and the much-loved animal companions.
I would give 10 stars! I had a auto shipment come in that I forgot to cancel. It was nearly $100, and I can't afford losing money like that. In a chat with Lindsey, who was very proficient and personable, she listened to my reasons for not being able to use that product again, and she understood. She refunded the order. Quick and painless. I'll always buy from them now. Great job, Lindsey!
I had ordered two prescriptions via the Chewy pharmacy, and my new equine vet clinic was being negligent about getting the scrips in. Days went by, and the Chewy pharmacy techs were very good about following up with the clinic to see about where those scrips were. They also changed the delivery address to correspond to my boarding farm so the order would get to the horse sooner. They did their job very well and it was much appreciated after getting bad customer service from the clinic.
My cat died yesterday. I called Chewy to cancel auto refills on expensive medications and food. They made it very easy and even refunded money for items that had already been shipped. Their staff were kind to me when I was having a terrible day. I am grateful for their compassion.
They are amazing. My pet passed away the day i received my auto ship. I contacted them to return the items and they were so empathetic. They gave me a complete refund and asked me to donate the items. I feel so appreciative that they stepped up and did that
Website promised 1-3 day shipping on everything I ordered. Shipped, and was notified shipping time was 7 days. This is where I regret trying to order something outside of Amazon. Don't lie on your shipping times to compete with other online retailers.
All the customer service people are great. It’s the higher-ups that suck and if they’re gonna raise the price on an auto ship item they need to notify a customer before they ship it. Secondly, I’m not happy with whenever you do a search you’ll see Chewy‘s prices come in for an item lower than the other companies, But as soon as you try to add it to an existing auto ship, the price goes up. It’s hysterical because the lower price is just an introductory price that’s for first time customers but they should say that upfront in the banner! That way while doing your searches so you will go to another company knowing you are excluded from Chew’s lower price.
My pet passed away in February 2026. I couldn’t find where to stop my auto ship. So I called them. They were very helpful to get my auto ship stopped and were very kind regarding their condolences with the loss of my dog. I had lost one unexpectedly in June 2025 and now the passing of my 16 1/2 year-old dog. They ended up sending me a bouquet of flowers, which were absolutely beautiful. And I was shocked that they lasted almost 3 weeks. Then today I get the most beautiful painted canvas picture of my girl. I was so shocked. Chewy has been top notch and went over and beyond in showing how much they really care about the loss of my pet.
I am 100% satisfied with the chewy products and Customer they go above and beyond to make sure that you are pleased with your purchase they’ve got quick very quick shipping on dog food sometimes the very next day the majority of the time and just recently I had lost my dog in 15 years, they credited me for the last bag of dog food that I had purchased for her and not only that they actually sent flowers to my home and a sympathy card. I thought that was super special and it was actually personal had her name on it and everything so yes 100% recommend chewy to anybody with their dog cat. Any really kind of animal needs thank you for being a honest and carrying company.
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