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
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Salvatore MatteraUnited States · 1 review · Experienced 2026-07-12 ·
★★★★★
Very disappointing experience
Very disappointing experience. I never received my order, but my card was charged. I contacted customer support, and the agent, Victoria M., said my case would be forwarded to the Specialized Care team. However, no one ever contacted me.
What surprised me the most was that there is no direct contact or official email for this team. I was simply told to wait.
The customer service was very poor, and my issue was not resolved. Based on my experience, I would rather shop on Amazon, where customer support is much more responsive and reliable.
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Terri LynnUnited States · 13 reviews · Experienced 2026-07-10 ·
★★★★★
This company is horrible …
This company has my prescription for my dog. Im tired of you denying my dogs treats. I talked to my vet they changed the prescription for you. AND YOU STILL DENIED! IM SO TIRED OF CONTROLING MY ORDERS. IM DONE. WHEN YOU MESS WITH MY ORDER, MY DOG SUFFERS! NO!!!!
Donna BortnerUnited States · 1 review · Experienced 2026-07-11 ·
★★★★★
I have many auto ships through Chewy
I have many auto ships through Chewy, and I love the service. Lately I have been receiving some of my heavy autoships packed together. They are so bulky that the box is falling apart and hard to get into the house. Today I received a 40lb bag of cat litter and a large bag of cat food in the same box. I will send pictures if you want. The items were slid together, and the box was falling apart. I know the Fed ex person had a difficult time bringing it to my door. This is the second time this has happened. So far nothing has been damaged. I am 75 and not weak, but these two items should not have been packaged together.
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SPUnited States · 47 reviews · Experienced 2026-07-09 ·
★★★★★
what kind of business cancels a…
what kind of business cancels a prescription without any explanation. just an email: your order has been cancelled. garbage customer service.
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Kevin BickfordUnited States · 4 reviews · Experienced 2026-07-07 ·
★★★★★
I just wanted to say thank you for the…
I just wanted to say thank you for the past service you provided for our dogs Mikito and Oakley. Mikito recently passed away and I updated our account and had Mikito's record memorialized. About two to three days later we received a delivery of flowers from Chewy. That simple gesture, that they didn't have to do made the biggest difference in the world to our family. It's little things like that that will keep me coming back to Chewy. You are awesome and once again thank you for shedding some light on a dark situation.
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John WhittenUnited States · 5 reviews · Experienced 2026-07-10 ·
★★★★★
Here's one for the books
Here's one for the books, I received back too back orders of Canidae Salmon n Sweetpotatoes, Chewy has agreed for me 2 return one bag, problem in Las Vegas temps are exceeding 110° and they want me too leave outside from 8am-8pm in that heat, I S/W customer service regarding the safety of bag for being in heat that long and resale too someone of that bag, I was told they would mark it and let it remain out there for pickup, I made a statement that instead of making a deal with me, that you'd let it go bad. Answer was that's all I can do. So Now they will lose a customer as im not sure i will get a fresh bag upon my order. THANK YOU CHEWY!!!
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Don GeoUnited States · 3 reviews · Experienced 2026-07-09 ·
★★★★★
Dont even try prescription service
Dont even try prescription service. Now matter what you send in, they got another question. No fax ridiculous. Not for any medicine you need now.
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Ted KordUnited States · 2 reviews · Experienced 2026-06-25 ·
★★★★★
Our go to place for getting pet…
Our go to place for getting pet supplies. They usually have the best prices and what we need in stock. Their packing and shipping could use some work, stuff is regularly damage in transit. Their customer service team is pretty good at making everything right though.
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Not really a happy customerUnited States · 1 review · Experienced 2026-07-06 ·
★★★★★
Dented cans and irresponsible packing of boxes
Dented cans is a huge problem. I see folks are blaming FedEx but it's not them. I have gone and started buying from other sources.
Packing the boxes is chaotic. I've had to try and split my orders because these folks have no idea how to pack a box. For example: they have boxes that fit two boxes of cat litter perfectly but I just received an order where they used a bigger box then stuck a bag of cat food on top of them. This causes movement within the box damaging the contents and is extremely heavy. These FedEx drivers have an outrageous number of chewy deliveries. I can only imagine the damage being done to their bodies. How about those packing the boxes spend a day with the FedEx folks and see how they like it.
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KaraUnited States · 1 review · Experienced 2026-07-07 ·
★★★★★
Dissapointed
I placed an order with Chewy and did not receive the order nor any communication from Chewy. I called Chewy twice to inquire. I was told it was because of the "personalized" name tag and maybe the holiday but that I would receive the order in the next couple of days. I received the item that was supposedly holding things up but not the remainder. I called Chewy again. I was told that I could get a refund or the would send a replacement. I asked why there was no communication from Chewy as to the delay or anything for that matter and I was told Chewy's system only updates when the shipper sends the order. Both Chewy reps. could see in the system that the shipper was saying they hadn't received the items, but Chewy's system can't communicate that with the consumer?? They leave it all on the consumer to reach out and find out where their order is. Update your system Chewy!! Do better!!
Chewy’s customer service was outstanding. We had an unopened prescription medication order for our dog that we no longer needed as he passed away - literally the same day the renewal Rx arrived.
I expected the process to be difficult, especially because it involved prescription medication, but Chewy handled it with real care and made the refund process incredibly easy.
The representative was kind, clear, and practical. They did not make a hard situation harder. That matters. Chewy showed exactly why so many pet owners trust them, not just for products, but for support when something does not go as planned.
I’m genuinely grateful for how they handled this.
This company is about their bottom line, MONEY. Customer service is lacking. We don't give our pets food from dented cans. For those who don't know, cans that are dented create shards of metal that cause perforations in the animal's gut, causing bleeding and sometimes death. The more I reported it, the worse it got, and it began to feel like vengence, either from Chewy or Fedex, the company they used to package and deliver these dented cans. We paid good money for good products. We will not deal with Chewy or Fedex again.
Love them. When pets have passed away they have always sent beautiful sympathy gifts, they ship quickly and items get to my house within a couple days, and they stand by their products. I recently wrote a poor review on cat food my cats wouldn’t eat and they immediately emailed me and gave me a refund without even asking.
If I could rate Chewy a 10/10, I would! My experience with this company has always been top notch! They have been extremely helpful with my orders, especially when my dogs didn’t care for the product I had purchased. If I had a concern or if I received the wrong item, they were quick to correct the issue (this can be dented cans, ripped bags or even items missing).Does Chewy make mistakes, absolutely! Does Chewy make it right, most certainly! I’ve been a loyal customer for 10 years and I have always had a phenomenal experience! Most recently, one of my beloved dogs died and I was removing their profile from my account. They asked why I was removing the pet and I checked that he had passed away. The next day I received flowers and heartfelt condolences from the Chewy team! My hope is that everyone has the same experience I do!
Love the prices. Love the speed they get the orders to you...
Problem is their auto ship department and online assistance.
Online chat is useless. Tells me they can't help me unless I'm logged in. How do you think I verified someone changed my dates again??
Auto ship...
Someone in their company keeps changing my auto order to the first. They ship on order date, so charge your account 2-3 days before you want your order to go through. Haven't got paid yet? Hope you have enough in your account so your bank doesn't charge you overdraft fees...
They keep changing my date to ensure I get dinged by my bank. I keep pushing it out, they keep changing it. I'm right at this moment hundreds of dollars in the hole, because of them (for ONE simple order they couldn't wait for).
American Journey Dog Food Cans are damaged in production and sold as new.
American Journey Dog Food Cans are damaged in production and sold to customers as new products. I have complained to customer service, and in writing, with proof of the damage, and the only result is that I cannot leave a review on the site. I will not buy their products again.
To the Chewy Team,
For years, I proudly recommended Chewy to family and friends because of your exceptional customer service. In a world where good customer service is becoming rare, Chewy stood out. I genuinely believed I was supporting a company that cared—not just about its customers, but about animals.
That belief ended when I learned you continue to sell products from Marshall Pet Products, a subsidiary of Marshall BioResources. By choosing to carry these products, Chewy is choosing to profit from a company whose parent business breeds and supplies animals for laboratory experimentation. As someone who believes animals are living, breathing, feeling beings—not disposable commodities—I cannot ignore that connection.
Every purchase sends a message about the values a company is willing to support. I refuse to spend my money with a company that turns a profit from a business tied to the suffering of beagles, ferrets, cats, and countless other innocent animals. Customer service, no matter how extraordinary, cannot outweigh a lack of ethical responsibility.
Chewy has built its reputation on loving pets. Yet you continue to partner with a company whose parent business exists because animals are bred to be used in laboratories. Those two values are impossible to reconcile.
As a customer who spent thousands of dollars with Chewy over the years, I am deeply disappointed. You have lost my business, and I will encourage other animal lovers to reconsider theirs as well until Chewy ends its relationship with Marshall Pet Products.
Animals cannot speak for themselves. Consumers can. This is my voice, and it is the last one you will hear from me as a customer.
Went thru the entire order process to find out at the end of the process that I would have to go to vet to get prescription. Frustrating. Cancelled order. Do not plan on ordering from Chewy in future.
I called Chewy's 24 hour helpline and received efficient and caring help. I needed to exchange/return a flea/tick med due to a mistaken recommendation from my vet. They recommended a medication that was not stable for a dog with seizures or a household with cats. Thankfully I did some research and discovered this error before giving any to my dog. I explained this to the lady on the phone and a refund was given on the spot. I had options of a refund to my card or onto my chew account for later use. She offered to help get the right medication into my cart for me. Thank you Chewy for the care you give to our pets!
Chewy is using third party delivery services which continuously fail to deliver the orders. Chewy does not appear to care about orders being delivered on time, and simply said that the order would be delivered at another time. The service level that I have experienced shows a lack of care or basic understanding of the problem. Does Chewy not know that there are competitors that do not use third party delivery services? I am not sure why Chewy refuses to provide an acceptable level of resolution to an issue that they have caused.
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