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 won't bore you with the saga of replacing my cat's favorite food with something new. Suffice it to say the original manufacturer changed the formula and my fabulous feline no longer would eat it. Chewy reimbursed me for 48 cans of food. Fast forward to this past week and I finally nailed down the foods that she liked and ordered them. Unfortunately, Fedex is the shipper so that turned into a bad review on the Fedex TrustPilot page.
In the course of dealing with this issue, I contacted Chewy on three separate occasions to figure out how to proceed with the final time speaking to a supervisor named Saul who kept apologizing for the issues and said he would keep an eye on my shipment and contact me to be sure I received what was ordered. Now I have heard that MANY times before but TODAY, the day after Fedex finally decided to deliver my order. Saul not only called me to confirm but offered me compensation.
I have been using Chewy for a long time and their customer service is always stellar. This is just one example.
I cannot praise this company's customer service enough. My dog was about to run out of his heart medication because my vet (grrr) sat on Chewy's approval request for more than two weeks. Chewy's pharmacist called my vet and got the approval, then sent the medication by special delivery. It arrives tomorrow -- just as he takes his last pill.
Wanda was very lovely kind and quick to help me, I wasn't sure how to give her a propper review..
just wanted to extend the love to her and chewy on Woox's behalf.. Havent been on Fb in ages either but I left a review ther as well. Just wanted to Thank you x
I love Chewy.com. I have 7 cats and also feed all the strays that come. I use to haul the heavy bags from the stores. I then broke my leg, but fortunately found Chewy.com. They were truly a life saver! Not only did I save my back, body and time, but their prices are better than the in-store prices. Having someone do the heavy lifting and delivering for me, and saving me money -- it just doesn't get better than that. (I'm also grateful to FedEx for doing the heavy work.) Also, Chewy is incredibly helpful in helping me when looking for natural remedies for my cats' health. They are all wonderfully kind, compassionate and helpful. 💖😇💖
I have my dogs food on auto ship and have had no problems until now. The food was ordered and paid for, but was not shipped/delivered until a week after my dogs had already run out of food. I communicated my concerns with customer support and they only refunded me $30 (less than half of the cost of the bag of food). I order this food through chewy because it is not offered in stores. After receiving the food I ordered some toys/treats for the dogs since their birthday is in a week and those were shipped same day and will be delivered in three days. I don't understand why food is not expedited especially when concerns of running out of food have been voiced. Nor to I understand why toys/treats would come before food. I shouldn't have to stress about food for my dogs. I called customer support to ask about the issue of prioritizing food over toys/treats and ultimately I was hung up on. Very dissatisfied with the service provided.
They don't have a good inventory of
Products. Their shipping is atrocious. Boxes and products usually arrive damaged if they arrive at all. The medication orders are slow to be received. Their staff are rude and difficult to deal with.
Chewy’s customer service is excellent. I’ve called them on four different occasions over the years and the person on the other side of the phone is always so so helpful.
I've been shopping with Chewy since they first came on the scene. In the beginning, their customer service was exceptional! I was thrilled to find a company that actually cared! But all good things come to an end. There have been issues the past couple of years, but most could be resolved through customer service. Not, this time; they refuse to respond. This started at the beginning of this year. I have several separate autoships, and in January, I ordered them, all separately, as I could afford them, but Chewy packed several of them together. I didn't say anything about that, but then they packed my senior dog's prescription canned dog food in with the probiotics for both dogs, which comes in a plastic bottle. The very heavy dog food crushed the bottle of probiotics, and some of the tablets that came out of the bottle were also crushed. I was out at home! I am on a fixed budget. My dogs needed those, right away! I took pics of the damage and sent them. Until this year, they would send a replacement out right away, and tell you to donate the damaged bottle to rescue. Not this time! Even with the photos proving the damage, they made me send the damaged bottle back to them, and at that time, they would decide whether to replace the bottle or not. Those probiotics were $80.00! They kept my money, so I couldn't just order elsewhere, and my dogs had to do without, until they made their decision and sent a replacement bottle. Both dogs have sensitive stomach, and needed their probiotics. I called them out on this several times, and not so much as "We're so sorry that happened!" Nothing! If they had packaged properly, this would never have happened in the first place. So I am done with Chewy. I will no longer recommend them, either.
I have been purchasing from Chewy for over 2 years
Recently I received 2 orders with severely dented cans that are not fit to feed my cats due to concerns about contamination like Botulism the denting is so severe you can put a pencil inside
This is the 2nd time in a matter of weeks that I received my order this way
Both times I immediately sent very clear photos
Now I am on a fixed income and am feeding numerous cats and can only order enough for x amount of time and if part of my order in unusable I am s*it out of luck and will run out of food until they get their act together Let me add that this particular food is not available for purchase in stores it is online only and is the only food I have found that keeps my cats from getting sick as in diarrhea or excessive vomiting
So we desperately need what I ordered and paid for and received damaged
Now they are giving me the royal run around about having to return the damaged cans in order to receive a refund/replacement which is complete bull
It is time consuming ties up.what little money I have and is in general.a pain in the ass for a 72 year old disabled senior
I sent photos that don't lie
I am.a disabled senior citizen on SS and do not have the time energy or budget to go thru this nonsense
I want a refund for what is damaged
I asked them if they treated all their customers like this and they said it was case by case
To add insult to injury they were supposed to forward my complaint to some BS dept to resolve my issue
Well guess what I called back tonight and they had failed to contact the appropriate dept
I never received a call or email and I am extremely pissed
I should not have to jump thru hoops when they send me defective product
It should be a given after receiving proof that a refund or replacement should be issued STAT no questions asked
This is complete crap and yes I do complain but for good reasons and do not feel I am being treated fairly.
I don't believe others are treated this poorly
My cats could starve till they get their shit together 😡
I am so disappointed with Chewy. I’ve been a Chewy customer for many years without any major issues. I placed an order on May 1st. I received an email stating it was delivered on May 2nd. I didn’t receive the package. I had my nephew look throughout my apartment building because sometimes packages are placed at other doors in my building. There was no photo attached to the delivery tracking. So, there was no other way for me to find the package. I called and was told that they would send out another package. I read an email this morning that the second package was delivered. For a second time, there was no package when I checked. I called Chewy again. I was told that the package was delivered in front of a patio door per a tracking photo. I don’t have a patio. With the representative on the phone, I checked both the front door and back door to my building. No package. I looked at the tracking photo the representative referenced. The package was, in fact placed by a patio door. My apartment building doesn’t have ground floor patio doors. The representative stated I will receive a refund for the order. I can’t reorder. Do better Chewy. I gave 2 stars because both representatives I spoke with were helpful. However when I place an order, I expect to receive it in front of my apartment door. Not in front of the building door. Not at an entirely different apartment building.
You can get anything you need for dogs and cats and many things for other types of pets. The food/snacks are always fresh and non-food items are always brand new and in excellent condition. Free delivery at $35 is great, too. But what finally made me write a review--after many years as a frequent customer--is the absolutely amazing customer service. I just called and someone (Daniel) picked up the phone on the 3rd ring! I assumed that it was a recording, but when there was no beep and he asked how he could help me, I was shocked! It turns out the mistake I had called about was my doing, but Daniel was as helpful and kind as if Chewy messed up. He patiently resolved my issue. And this not the first time I experienced Chewy's excellent customer service. They help w everything from start to finish. It is w/o a doubt the best customer service around today. Call them! You'll think it's 1990s, when companies actually answered the phone and helped you.
They will take your money and not give you your product
I placed an order 10 days ago. The estimated delivery timeframe was 2 day delivery. I called chewy and they gave me another delivery date. I emailed them, and gave me another even further delivery date. Every time I call or email the delivery date gets pushed back further and further. The tracking shows “label created” and there isn’t any movement. I keep telling them that the order is just in preship, I’d like to cancel the order and they won’t. I think that I need to submit a fraudulent charge against chewy with my credit card company since every time I contact them the delivery date is pushed further and further without any proof of tracking.
I have been a customer of Chewy for well over a decade. At first it was an amazing service. Made my life easier for sure. Over the last two to three years. It has really really gone down hill. I’m finished with their sorry excuses and very slow shipping and delivery times. It’s way easier to go get it yourself. Much like all of these big services. It’s not worth the hassle.
This is an exceptional company. They bend over backwards to help you in every way. They're fast, reliable,friendly and carry almost anything you could want. I have never been dissatisfied with Chewy. I do however have one complaint. Please fire the idiot that made fedex the only carrier they use. Get this (It is not a joke), I placed an order. It never came. I called fedex. They said call Chewy. we argued. I called Chewy. They sent another order. fedex lost that too. Called fedex. You need to call Chewy. Chewy sent out a third order. Yeah. They lost it too!
Updating this, in response to the excellent customer service care of Chewy-- and because I've discovered the issue is actually PayPal, not at all Chewy. It took us a bit of conversation and escalation up management, but one of Chewy's customer service supervisors, Corey, has been an immense and patient help.
What happened: i was charged twice, and the second one wasn't supposed to be there. It got "stuck" as a pending hold. The company has been paid in full already.
Chewy submitted a form to PayPal to manually release that secondary hold. PayPal's customer service has been awful about it! Today we just had a supervisor lady (who was appallingly rude and dismissive, holy wowza.) inform us she's sorry we were "misinformed" by the last rep Corey and I had spoken with, who said the release forms take 3-10 days to be processed. 11 days later and it's still not processed, and my money is still held hostage by PayPal. They've been so very rude to Corey, too, it's hard to listen to.
Anyhow-- yep, guess I'll be searching for a different bank to shop on Chewy with! I feel bad for being so testy in the beginning, but once Chewy staff realized what the issue was (a double charge not a client just being confused about a prior authorization payment protocol) they've been nothing but supportive and enduringly patient.
Also, thet ended up refunding part of my original order because the food ended up showing up ripped because it was packed with hard bird chew toys, without any packaging. That was a simple straightforward issue and Chewy had it solved the same day ;-;
(It's unfortunately extra confused PayPal though, they keep getting hung up on "well they already refunded you" ooh myyyyyy gooosh please stop looking at any transactions but the one we're actually calling abooouuut)
****Original review for archival sake:
I was recommended by friends to ship at Chewy to save money. Like many people, my budget is one sneeze away from being non existent.
I submitted an order. No where did they warn me during order placement and checkout, that they would be placing an *additional* hold on my funds.
I went to bed after paying.
I woke up this morning to discover i had *two* PayPal emails saying i was charged the exact same amount (the full total of my order). The first was last night, and was a payment. As it was supposed to be, it was taken from my PayPal balance.
The second email was sent hours later at five something am, and is a "pending hold" on my funds for the exact same amount, which drained the rest of my PayPal balance then went ahead and stopped into my bank account funds.
I'm furious.
I contacted customer support immediately to ask why they took my money then placed an additional hold when the payment already went through. I was told "payment is only charged when your items ship, after the hold is placed"
Well very clearly not! The payment went through immediately, THEN hours later, they took an additional hold on my funds. I've been told to contact them with my bank on the line in 48 hours if the hold becomes permanent (aka, they take my money).
I can't afford to shop at a place that's going to take double the cost of whatever I'm buying, then put it on my shoulders to make sure they aren't "accidentally" double dipping.
This was really heartbreaking because i really wanted to shop there, they had a very good deal on bird food that was very helpful to my family this month, and they plain and simple do not care about how this affects someone with a low income.
This will be my last order with Chewy :(
I just can't believe they took my money, then hours later took even more and claimed it was just normal procedure for all orders. Bull dung.
If very clearly shows the order things happened in my email history, and my PayPal transactions.
I’ve been a loyal customer for over 8 years now. My boxes are now always damaged and poorly packaged. I was missing a case of canned prescription food that was then replaced and the replacement cans arrived damaged. I was told I would be shipped a replacement. Cool, right? Nope. The vet’s office accidentally turned down a prescription refill request in error. She has a lifelong condition. It’s not magically going to heal itself. She needs to be on this prescription food that was originally ordered 2 weeks ago and I have to jump through hoops because Chewy messed up the order.
I had an issue once when using my husbands credit card on my account, understandable. I spoke to a CSR on the phone who was really helpful and the order was put through.
Since then, every order I’ve placed has been “held” because my account has been flagged.This happened at minimum four times, was a waste of my time to resolve and I finally got fed up. I’ve both called and used their customer chat in their app asking what I can do to prevent this from happening in the future, and the response I get is “unfortunately there is nothing that can be done “ I will be shopping elsewhere which I’m sure doesn’t matter to them, but what a disappointing waste of time.
For food, chewy gets 5-stars. For prescriptions, 1. They've come late, they didn't notify me when I was out of refills, and we've had quality issues. Latest issue is prescriptions delayed using USPS Priority - I gave them the tracking number and have a picture of the signed prescriptions and they won't take them. It's not like I'd be lying about thyriod meds. I love the prescription prices, but if I can't count on reliability, I'm done with them. Sad to say.
needed pills for our dog because we were out chewy said they could do nothing, they had trouble finding my account I had to buy a weeks worth from my vet not happy with them it cost me 19.00 to cover the days until I get the meds from chewy
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