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Chewy --New Customer

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  • Chewy --New Customer

    I won't order from them again!
    I placed my first order just over a week ago. The order arrived in just a few days. But
    The box was all beat up and the tape had come loose.
    Whoever had packed the box had dumped the foil packets of treats, and the chew toy, on the bottom, then dumped a variety box of canned food and a variety box of food in foil packets on top of the toy and the treats.
    Good thing for Chewy that so far none of the treats are broken or smashed. But the chew toy was all creased and bent. Not that a dog would care. But I do.

    As if all that weren't bad enough, tonight I opened the box of wet food in the foil packets, to find that something gooey and sticky had spilled on the bottom of the box, and was smeared all over 2-3 of the foil packets. I had to throw those packs away, and since the box was sticky I had to throw it away instead of recycling it. I had to carefully inspect each foil packet for leaks. I didn't find any, but nevertheless
    I am NOT impressed. and have no plans to ever order from Chewy again.
    Nor will I recommend that anyone else I know order from Chewy.
    Rack on!

  • #2
    I've ordered from them many times with no issues. At first I would order at 9pm and it would be delivered the next morning but lately shipping is slower. I don't order breakable items though. Sounds like you had a lazy warehouse worker who couldn't be bothered.


    • #3
      Sounds to me like it was shaken up/damaged during shipping, though they may not have put enough packing material in, allowing things to shift. They use FedEx--the only thing I don't like about them, and I've had boxes arrive damaged, though I've never had anything inside affected. All I order is canned cat food, though. I will say that the price has gone up a good bit--about $2/case recently and one flavor was discontinued (not Chewy's fault, though). Still way better than shlepping to the pet store every week or so.


      • #4
        Yeah if you actually contact them and tell them about the rough trip the box had in shipping, they'll make it right. They have excellent customer care, but you have to give them a shot at it.



        • #5
          I've called them a couple of times about poorly packaged/damaged items and they've always replaced them for free. Absolutely no hassle. Even if it's obviously been mishandled by FedEx and not poorly packaged.

          They want to know if they've got a lazy warehouse worker.


          • #6
            Originally posted by Simkie View Post
            Yeah if you actually contact them and tell them about the rough trip the box had in shipping, they'll make it right. They have excellent customer care, but you have to give them a shot at it.

            Just take a picture with your phone and shoot them an email. I got a box of 2 bags of cat litter and an 8 tub case of wet dog food. Same in bad shape and barely taped. One bag of cat litter had torn so someone on the pick line plopped it in a plastic bag and sent it—some loose litter everywhere. I only got 7 tubs of dog food thrown loose in the box, not in a case as it was supposed to be.

            I took a picture and sent it to them and they apologized and replaced the whole order.

            So yeah, let them know and they will fix it.



            • #7
              OP, they want to know about their screw-ups or even shipper problems. Call them and let them know.
              I've had Fed-Ex deliver to wrong address and called them and they rushed a new supply of catfood right out to me.
              And once in a while I've had a poorly packed box but after reporting, no more problems.
              They really do try to make customers happy.
              "There is no fundamental difference between man and animals in their ability to feel pleasure and pain, happiness, and misery." - Charles Darwin


              • #8
                I’ve never had a problem with Chewy with my weekly delivery. And I often change my order.

                One Cother called and told them one of her dogs had died so she was changing her order.
                Chewy had a florist deliver flowers to her

                i give my fedex driver $ at Xmas. To prevent the box bashing seen on security cameras.


                • #9
                  I love Chewy and use them all the time (for the last couple of years). Only once did I have an issue: The bag of food inside the box was ripped and had attracted ants on my porch. I called them and I had a new bag the next day I had told them I didn't need it for a few days but they sent it overnight anyway. I buy all my food, treats, and toys from them as they have been very reliable and the customer service is awesome.

                  As the other posters have said just call them and they will make it right no worries!


                  • #10
                    I am just about positive if you call them and tell them, they'll replace the entire order for free. I've never had that sort of issue with an order but any item I've had to return or exchange, they'd happily done so and told me to donate to a rescue. I cannot imagine they won't make this right for you.


                    • #11
                      I was surprised with my most recent Chewy order that everything was is one box (50lb bag of dog food, 12pack canned dog food, 24 pack canned cat food and 2 8oz packs of treats). Nothing was damaged but it was really stuffed in there and the tape had come undone.

                      I do wish Chewy would use a different shipper than FedEx. Knowing some people that drove for FedEx and hearing their experience, I'm not a fan of the company's practices.


                      • #12
                        Chewy is absolutely a lifeline for me! I have been using them for my dog food for years now and have only ever had one box with an issue (last month - somehow my beef broth topper leaked... no hole and no banged up product, just thing the manufacturer didn't put lid on very tight). I called at 9pm when I got home and immediately they sent two replacements for my one damaged product. I said I only needed one as one package was undamaged and she said no no you will get two anyways. It was a 2 minute phone call and they were more than happy to make things right. When my dog passed (I had removed her food and profile from my account) they sent a hand written card with their condolences. I had a friend whose dog passed away and they refunded her AND also told her to donate the food she had to a local rescue. They didn't want it back. Chewy has FANTASTIC customer service in my experience. Sure your box came damaged, but they don't control how the driver handles packages. They will make it right though so call them and give them the opportunity - don't just blast them without allowing them to try and fix the wrong.


                        • #13
                          OP, did you contact them with a photo and description of the problems?


                          • #14
                            I'd be mad too, and if that's your first experience, wouldn't blame you for never ordering from them again.

                            That said, that's really inconsistent with my experience with them, and I have friends who order from them all the time. None of us have anything but great things to say. Hope they make it right when you complain to them. Let us know!


                            • #15
                              I love Chewy! Their customer service is awesome- call them and they will make it right
                              Wouldst thou like the taste of butter ? A pretty dress? Wouldst thou like to live deliciously?


                              • #16
                                While that is pretty crappy and not what I would have wanted for a first experience either, as others have said, if you contact them, they will likely replace the whole order for free.

                                I do not blame you one bit for being upset and I would have been as well, but just by knowing an overwhelming number of people who have had great experiences with Chewy, I would give them a second chance. If they do not correct this to your satisfaction, then absolutely I would abandon them.
                                Rhode Islands are red;
                                North Hollands are blue.
                                Sorry my thoroughbreds
                                Stomped on your roo. Originally Posted by pAin't_Misbehavin' :


                                • Original Poster

                                  Thank you all very much for your feedback. I appreciate it, and y'all are making me want to try Chewy again. I tried them this time because they had the specific chew toy I wanted, so I ordered the food and treats to get their free shipping. I also wanted to try them, because I am hoping to move to a smaller town that doesn't have a pet store, and I thought it would be great to be able to order good supplies and have them shipped. So I will plan to try Chewy again -- and to let them know about the condition of some of the items this time, or let it go this time and see how the next order arrives.

                                  I was also interested in y'all's different experiences with FedEx. I actually prefer them, because I live in a big apartment building, and FedEx is the only one that usually delivers right to our doors instead of leaving packages at our desk (where they're not supposed to anyway). I know our FedEx driver and she is great. So maybe this time it was a FedEx issue, or a Chewy one -- either way, I won't write Chewy off just yet.

                                  Thanks again.
                                  Rack on!


                                  • #18
                                    Good plan. The convenience, selection, prices, and incredible customer service at Chewy is unmatched in my experience over several years. Every now and then something gets squished in the box, but overall I find them to be one the most reliable online merchants ever.

                                    Good luck!


                                    • #19
                                      Definitely call and tell them. If it is a warehouse issue they will want to know so they can do something about it. Plus, to keep you happy as a customer (throw in a polite "this is my first experience with Chewy and I've heard so many great things I am surprised at the condition of my delivery") they might throw in some discounts on future orders as well as refunding or replacing or whatever they can do.

                                      I didn't need pictures or anything. If you explain what happened, in my experience, they are super good about it. There was a change in the look of my dogs food and I called up to ask what happened and customer service did some research and got a hold of the food company and informed me of their findings (a minor ingredient change and that the kibble was resized - since my dog has allergies I needed to know what exactly changed) and I thought that was pretty cool of them to do so. The other chains wouldn't go to those lengths - and unfortunately those are all I have near me other than the farm store and they don't carry food my dog can eat


                                      • #20
                                        I LOVE CHEWY! Have ordered from them hundreds of times and only once had a slight issue which was rectified immediately.
                                        They can not fix what they have no knowledge of being broken.
                                        I\'m not crazy. I\'m just a little unwell.