They care
Yes, Chewy has great prices and fast delivery, but this is not what has and will keep me a loyal customer for as long as I have pets, which will be a long long time. What really sets them apart is their customer service. They have actual people answering calls without pushing you to a chat bot and treat me like a valued customer. And they consistently prove that they really do care. I recently called asking to return a bag of expensive kidney care food for my cat that passed. Not only did they credit my account and suggest I donate the food, a week later I received a hand written card and beautifully painted rock with my cat's name on it. What an extraordinary memento of beloved Bo! I will treasure this always.