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 people say
Eva HellestoUnited States · 1 review · Experienced 2026-08-01 ·
★★★★★
I love Chewy! Very positive experience
I have been using chewy for a while now, and the whole experience has been very positive and user friendly. I have auto ship for a few items and they always arrive in good condition and on time, and it’s easy to change how frequently the item gets sent as needed. I had a package delivered to the wrong address and when I called customer he was extremely helpful (although he might have been AI, I’m not sure). They immediately sent out a replacement. I love Chewy!
phatty “Amber”United States · 1 review · Experienced 2026-07-28 ·
★★★★★
Chewy is an amazing company…but they need to drop Fed Ex as a delivery service
Chewy is a great company. They have great prices. They have everything your pet needs. They have great customer service. They send your pets birthday cards. They send condolences when your pet passes away. I love them. The 2 star review is because they use Fed Ex to deliver their products. The Fed Ex driver keeps delivering my packages to someone else’s house. This has happened twice in the last 3 days. When I complain to Fed Ex…I hear nothing back. I’ve chatted with Chewy twice and called them once, asking if they could change the delivery service on my account to UPS or USPS. And all I got was “I have filed a complaint with a supervisor at Fed Ex. You may or may not hear from them in the next 24 hours”. Until I can get confirmation that I can get a new delivery service, I will refrain from using their website.
C
CustomerUnited States · 2 reviews · Experienced 2026-07-24 ·
★★★★★
Chewy is the Best
I appreciate Chewy and their staff very much! If there is an issue with a product, they are always quick to resolve it. They are always helpful and understanding. A few months ago I had to make the difficult decision to have my cat euthanized. I finally deleted her profile on Chewy this past week. Chewy surprised me with a flower arrangement with a note giving their condolences. This company is so kind and thoughtful!
No DataUnited States · 1 review · Experienced 2026-07-27 ·
★★★★★
I have been with Chewy for some 15 to…
I have been with Chewy for some 15 to 20 years now, possibly more. My pets have come and gone, and are sitting in Urns. I am pushing 70 years of age.
Overall I have been happen with the products but the problem is being spammed to death by their "product reviews". I have been fighting with Chewy for over 1 month to stop, allow me to opt-out of "reviews" but they say they cannot fix. it.
This is Crap, it can be fixed. Chewy earnings are way up, in fact in 2026 it is up 50 basis points, meaning BILLIONS of DOLLARS; yet, they cannot fix this problem and either stop sending me review requests or allow me to opt-out.
Here are some comments:
To Anna:
Thank you for the reply.... my issue, again, is the "product review request". As I indicated in the past numerous times..... your tech (can) fix this issue. If need be you modify the code to allow unsubscribe or opt-out of the specific communications. Chewy makes Millions from customers like me. In fact, it is in the BILLIONS of DOLLARS and overall it is up 50 basis points. See your earnings report:
Q1 Fiscal 2026 Financial Highlights
Net Sales: $3.36 billion (up 7.7% year-over-year)
Net Income: $94.8 million, up from $62.4 million in Q1 2025
Diluted EPS: $0.23 (basic and diluted)
Adjusted EPS: $0.43
Adjusted EBITDA: $253.1 million (7.5% margin)
Gross Margin: 30.1% (up 50 basis points year-over-year
Anna, you, Chewy, the CEO, Techs and others are telling me they cannot (fix) or modify the survey HTML or equiv code and add an opt-out, or disable ???????
I'm old, and when I was younger I did design web pages for friends, company's, myself, and even for a college as it was required for credit, and graduation. Chewy is only pushing me away....
Norm H.
Reply from Chewy:
On 7/28/2026 18:51, Chewy wrote:
>
> Hi Norm,
>
> This is Ana, a Customer Care Supervisor at Chewy. I’m reaching out after reviewing your recent emails regarding the product review messages you have been receiving.
>
> I’m truly sorry for the frustration and stress this has caused you. I understand that unwanted emails can feel overwhelming, especially when you have already contacted us asking for them to stop.
>
> The emails you are receiving are product review requests sent directly through Chewy’s (((automated system)). They are not promotional spam. Because they are connected to products from a recent order, they are considered order-related or transactional communications.
"At this time, these review emails cannot be individually disabled or opted out of".
Translation: Chewy makes BIllions and is too lazy to modify their system to "turn off" or allow opt-out of reviews...... They will not pay their web techs or modify the code to stop this nonsense.
>
> Promotional and marketing emails can still be turned off by following these steps:
>
> Log into Chewy.com and select Account from the top navigation bar.
>
> From the Account Dashboard, select Settings.
>
> Select Notification Preferences.
>
> Select the plus icon next to Email to expand your email preferences.
>
> Turn off the toggle in the lower-right corner. Once unsubscribed, the toggle will appear gray.
>
> I recognize this does not fully resolve your concern regarding the product review emails, and I’m sorry we’re unable to stop those messages at this time.
>
> We truly appreciate the many years you have chosen Chewy to help care for your rescued pets. Your loyalty and the kindness you have shown to animals and others are sincerely valued, and I’m sorry this experience has caused you additional distress.
>
> Please feel free to reply directly to this email if you need assistance updating your promotional email preferences.
>
> Warm regards,
>
> Ana A.
> Customer Care Supervisor
Rcvd July 29,2026 (just now):
Hi Norm,
I’m sorry that you keep getting these unwanted messages, we currently do not have a way to stop the automated review requests. My recommendation is to block those specific messages or mark them as spam. I'm sorry we're unable to stop these emails.
Warm regards,
Victor M.
Customer Care
Chewy
V vUnited States · 2 reviews · Experienced 2026-07-26 ·
★★★★★
Pet needs delayed due to lack of listening to the buyer multiple calls
Jerks! They believe they are gods and can just slap away your pitiful attempt at continued efforts to try to spend money on their website. My friend didn’t know you couldn’t use multiple visa gift cards on chewy.com so they attempted to try to still get the money to me through buying two separate chewy egiftcards, because they couldn’t combine them for one bigger egiftcard amount.
They then had to deal with processing or delays and not being allowed to complete the process unless they called several times. Then they had to complete multiple verify identity links and processes!!! They made several calls, spent a lot of time on the phone, and tried to help things go through. Only to get an email saying the order was cancelled with no reason why. Then chat today says oh they’ll have to call again to see why it was cancelled. Seriously?!? Why? It’s not like the fund will magically appear back on card in enough time to complete the sale in enough time to buy the items that are on limited sale timeframe!!!!!!!!!
Maria CushingUnited States · 1 review · Experienced 2026-07-27 ·
★★★★★
I really have to gush about Chewy!!
I really have to gush about Chewy. They have never let me down and I’ve probably been with them for over 10 years. Anytime I have a problem with food or an order. They immediately replace it or just send me more. Customer service is amazing. Consistency and promptness to details is amazing.
And to top all that, I recently had a pet pass away, and Chewy actually sent us flowers with a sympathy card.
Petsmart -could never top that !!!!!
Thank you, Chewy for so many years of excellent service
Daniel KeenanUnited States · 5 reviews · Experienced 2026-07-25 ·
★★★★★
I tried joining Chewy.com
I tried joining Chewy.com. The site wouldn't except any card i tried to add. In Chat, they couldn't help and 2 people disconnected our chat cause I wasn't typing fast enough. So I called the 800 number and no better help there. They keep getting an oops on my card, said to contact my bank, after I tried 3 different cards so 3 different banks which again, all cards are fine. They would ot e en except the fact, their site was messing up. Sorry, but I can't deal with idiot for very long. I don't trust the site. Very unprofessional incompetent people there. Very sorry I wasted over an hour on this. So, that's my experience with Chewy.com
K
KeriUnited States · 10 reviews · Experienced 2026-07-25 ·
★★★★★
They decided to charge a 79.00 fee to…
They decided to charge a 79.00 fee to use their services by the 27th of July. I only do 2 deliveries a year, so I cancelled my autoship and deleted my card on the 23rd. They went ahead and deducted my bank account on the 25th 79.00, putting me into the negative as I could not afford that at this time and they did NOT have my permission. They're a greedy company. I will NEVER do buisness with again. I recommend the same for you.
J
JoUnited States · 1 review · Experienced 2026-07-25 ·
★★★★★
I made it a point to come to Trustpilot…
I made it a point to come to Trustpilot to write a review because my experience’s have always been impeccable. Chewy provides a really pleasant experience for their customers regardless if you’re using the app or website. I work as a customer experience administrator so the ease of using and navigating the apps/websites is always a HUGE PLUS for me.
The ability to add authorship to the items as well and managing that subscription stood out to me as well. I would also like to mention the checkout and delivery have ALWAYS been amazing! I typically get my items within 1-2 days after I place my order which is faster than Amazon now a days so that is also a huge plus in my book.
If I HAD to mention something that I would list as a “con” it would be the fluctuation in pricing. I often see items I have already purchase, change in pricing. I personally don’t see it to be a bad thing per say but I can see how it could ruffle some feathers lol
All-in-all I am a happy customer and thought I should share for anyone who is hesitant on ordering from Chewy! Do it. :)
Sherry McsherryUnited States · 1 review · Experienced 2026-07-26 ·
★★★★★
Chewy charge me for meds not approved …
Chewy charge my checking account without having authorization for the medication from my veterinarian.
I had called Chewy a month ago to advise them that certain guidelines needed to be met, and I would let them know when they were met
Chewy took it upon themselves to charge me for medication that was not approved and obviously not received
This is not a good business practice
Cathie CostelloUnited States · 1 review · Experienced 2026-07-24 ·
★★★★★
I have been buying dog treats for years…
I have been buying dog treats for years from Chewy and the service has always been excellent. However, this week was one of the hardest ever, as we had our 17 year dog Bella, cross the rainbow bridge. The day after, I received a large order of cookies (forgetting about the auto order). I contacted Chewy to try to return the cookies and they immediately refunded my money, requested I donate the cookies & not return them, and yesterday I received a sympathy note and house plant from Chewy. To say I was blown away is an understatement. Chewy showed empathy for a customer that will no longer be ordering from them anytime soon. Thank you team at Chewy for your thoughtfulness.
S
Sunni MooringUnited States · 4 reviews · Experienced 2026-07-19 ·
★★★★★
Disappointed with the Delivery
The delivery was faster than I expected, but there were a few issues that left me frustrated. The items arrived in a single large box, which was heavier than I anticipated. While I understand trying to save on shipping, the packing was careless. Some of the cans were dented, and one of the bags had a small tear. It just feels like they could be a bit more careful with fragile items. Customer service was helpful, but I hope they rethink their packing strategy.
S
Shane IyerUnited States · 1 review · Experienced 2026-07-13 ·
★★★★★
I absolutely love using Chewy’s…
I absolutely love using Chewy’s autoship for my dog Max’s food—it’s been a total game-changer! The selection is amazing, and I never have to worry about running out because his kibble arrives right on schedule. Plus, the convenience is unbeatable—no last-minute store runs or heavy bags to lug home. Max is a picky eater, but Chewy has all his favorite brands and flavors, so he’s always excited when that box shows up. The peace of mind knowing his food is taken care of is priceless. Chewy feels like part of our little pet family!
N
Nathan DavisUnited States · 1 review · Experienced 2026-07-19 ·
★★★★★
Ordered some stuff from Chewy a few…
Ordered some stuff from Chewy a few weeks ago. Quality was okay but nothing special. Prices are competitive too.
romin airsUnited States · 20 reviews · Experienced 2026-07-24 ·
★★★★★
If You Aren’t Happy Call Customer Service
First of all, they deliver to your door. Second, if you call Customer Service they will do their best to resolve your issue. Third, if you have a problem with a pharmacy order, have you looked at how long it took your vet to approve the RX?
Many years ago I had significant problems - like opening more than one bag of kibble to be met with a horde of pantry moths. But these days they seem to be very careful to prevent subcontractors (the local pet store that is probably your Chewy alternative) from delivering sub-standard products.
I will say the crap from third world countries seems to be on the rise but you can do your research to prevent that. Some people just are cheap and don’t value quality.
Jose MartinezUnited States · 1 review · Experienced 2026-06-22 ·
★★★★★
When Compassion Matters Most
On June 22, my family and I experienced one of the hardest days of our lives when we had to say goodbye to our beloved Boxer, Hera.
She had developed a severely enlarged abdomen and was rapidly losing weight. After visits to three different animal hospitals and consultations with four veterinarians, they all reached the same heartbreaking conclusion: Hera was suffering. She had a large tumor, significant fluid buildup throughout her body, and because of her Boxer cardiomyopathy and advanced age, surgery was not an option. The kindest thing we could do was let her go.
We've been loyal Chewy customers for more than 13 years. We loved the convenience of Autoship, the savings, and not having to haul heavy bags of dog food home for our two Boxers.
Just a few days before Hera passed, we received a new 30-pound bag of dog food. I contacted Chewy's customer support simply to ask about their return policy. What happened next is something I'll never forget.
The representative didn't treat me like a customer—they treated me like a fellow pet parent. They expressed genuine sympathy for our loss and shared that everyone at Chewy understands the special bond we have with our pets because they are pet parents too. Their compassion felt sincere, not scripted.
Instead of asking me to return the unopened food, they encouraged me to donate it to a local animal shelter in Hera's memory. They even followed up with an email thanking us for making the donation, included information about obtaining a charitable donation receipt for our records, immediately issued a full refund, and proactively canceled our Autoship so we wouldn't have to think about it during such a difficult time.
Then, the very next day, a beautiful floral arrangement arrived at our home with a heartfelt sympathy note from Chewy. It was such an unexpected and incredibly thoughtful gesture. In the middle of our grief, they reminded us that kindness still exists.
Chewy didn't just provide outstanding customer service, they showed genuine compassion when we needed it most. That level of empathy is incredibly rare today.
I will forever be a Chewy advocate. I recommend them to my family and friends every chance I get because very few companies go above and beyond the way Chewy did for us. They turned an ordinary customer service interaction into an act of kindness that my family will never forget.
Thank you, Chewy, for honoring Hera's memory and for treating us with such compassion. We will be forever grateful.
T
Terry PawelekUnited States · 5 reviews · Experienced 2026-07-23 ·
★★★★★
GOOD SERVICE
All of my orders are delivered within days. My last order four boxes were damaged and the replacement is on its way the next day. Ordering is very easy. Customer service is great couldn’t be happier.
Greta HommeUnited States · 1 review · Experienced 2026-07-23 ·
★★★★★
Customer service saves the day!
I was late ordering allergy medicine for my dog and I reached out to see if I could get it expedited. I needed it quickly because my dog is getting eye surgery and has a lot of eye symptoms with her allergies. Although the lateness was completely my fault and I didn't mention the eye surgery to Chewy's customer service team, Bronte D. and Sydney W. both went above and beyond to find a solution for me. I am so grateful!! Just one more example of Chewy's amazing customer service!
Debbie CoonerUnited States · 1 review · Experienced 2026-07-23 ·
★★★★★
I cannot say enough good things about…
I cannot say enough good things about this company. We recently lost one of our senior cats unexpectedly. He was on special food due to multiple health issues. We loved him so much! I had just received my chewy authorship order for him and was looking to see if I could return it since our other cat cannot eat that food. Not only did chewy give me credit for the food so I can use it towards our other cat, but is allowing me to take it to our nearby shelter. They expressed sincere condolences for our sweet Oliver. Chewy, you forever have my heart and my business!
S
Susan WheatleyUnited States · 14 reviews · Experienced 2026-07-22 ·
★★★★★
I received a package with a ripped cat…
I received a package with a ripped cat food bag, first time ever and the amazing customer service representative was so quick and kind to address my concerns.. I will ALWAYS order from Chewy. They are stellar in the customer service department. Plus! They’re cheaper than other companies.
I love Chewy!
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