Are they censoring reviews to sell products? Have been ordering from Chewy for years. Some issues recently--past year or so.. Shipping seems to be a bit slower. Not as generous about returns as in the early years. Customer service reps polite, but not always helpful. Lower prices at Walmart without having to spend 50.00 for free shipping. But of course chewy has great selection and home delivery. Most concerning is that they solicit reviews on every product, but do not publish those that express legitimate concerns and are written according to their submission guidelines. After thorough research and after speaking with my home vet, I took the time to write a constructive review of a dog food brand which followed all Chewy guidelines for submission, but the review was never posted. Who are they protecting? Certainly not our dogs. There are numerous reviews about dented cans and other minor concerns. Yet they did not publish my review about a label that reveals there might be issues with long term feeding due to extremely minimum fat content of the dog food. Chewy vet by chat very nonchalant also. Did not seem knowledgeable about AAFCO feeding and labeling requirements. Did not investigate thoroughly or indicate she would would contact manufacturer. My home vet advised stopping the diet ASAP due to extremely low fat content. Chewy was unconcerned, seemed to be protecting manufacturer and Chewy itself.

Best customer service experience Reached out to customer service and within an hour of sending an email I was contacted and my issue was resolved. I tried a new product that did not agree with my dog’s tummy. Instead of returning the product, Chewy asked me to donate to the local shelter and refunded my money. I absolutely love this Company!

Never send a gift to your dog friends from Chewy!! We were sent a number of dog gifts as a present. Unfortunately we didn't need them and called to arrange a return. They won't accept a return back from a gift recipient. You have to call the giver and have them telephone Chewy to arrange the return. I said this sounds too difficult, why won't you accept my gift return? I don't even want the money, send it back to the giver. They said I had to have account access to return the gift. Obviously just a poorly constructed and not well thought out customer service department. I will never buy anything from Chewy.

Trash customer service reps Terrible customer service. Explained my situation to multiple reps and no one gave a crap. I had input my address as my dad's so i could pick up my packages from his house instead of my leasing office and they advised me i wasn't a new customer to get the promos even though i sent in proof of address and everything! I even had them look up the phone number i've had for the last 8 years and provided 4 different emails and they told me "Yeah, i don't see any other accounts." You're talking to robots who don't know their butts from a hole in the ground.

Leader of the pack for Customer Service and Selection I have run a large e-commerce company in the past for 10 years- served on boards of multi-billion dollar companies- and No One manages their customer service as deftly, as personally, or as well, as Chewy. As a long time Chewy customer, we get everything from very specific dog and cat food, to kitty litter from Chewy. They have replaced damaged product, told me to donate dog and cat food to local shelters, and even sent us flowers when our dog tragically died. Chewy started out as an economical decision for high end dog food but has become as much a part of our animal family as they make us feel our pets are part of their family. If you ever had a problem with anything from Chewy, and contacted them, you would feel as we do, just super happy customers. Thanks guys- and I'm sorry we missed your original round of investment.