Contact Chewy Support

by Otakugirl1990

TLDR Change in mail carrier has now made it impossible to get the things I’ve ordered.

I have been a major chewy supporter for a long time now but this last shipment of food changed it all. They used to ship to my area via FedEx and it would arrive within a few days. Apparently there was an update and now they ship to my area with OnTrac. I’ve never gotten anything from OnTrac in less than two weeks and this is no different. I have been waiting for my order for weeks now and have received 5 different delivery dates. It was picked up from my area and shipped to a different state for whatever insane reason! I have already had to go and purchase the cat food locally since I ran out waiting so long, still having no idea if it when my package will arrive. The Chewy customer service was great and gave me a refund for one of the two cases I purchased but stated that OnTrac will be the shipper going forward. They offered to put me on the FedEx preferred list which is great but it’s not a guarantee. Sadly with this shipping update I will have to find another place to purchase my pet supplies because waiting weeks for it to arrive with no idea when or if it will show up is just not going to work. If you don’t have issues with OnTrac then Chewy is the way to go but sadly for this long time customer, I will have to part ways. Good things never last I suppose.

by Luna Tygg

I cancelled my order today over the phone. This was my first (AND LAST) time ordering from Chewy. All I wanted was to order a bag of Hills Science cat food. It was a prescription. I gave Chewy my vet info. Chewy sent email stating they were waiting for my vet’s approval. My vet said they never received a fax from Chewy. I called Chewy, talked to Nadia. She called my vet & got the approval, and said my order was ok to ship. WRONG! The next day I receive another email from Chewy stating they were waiting for my vet’s approval. I called Chewy again, spoke to Nadia again. She said this happens with first-time orders (???) but she would put the order through AGAIN and everything would be fine. WRONG AGAIN!! Today I get the 4th email from Chewy stating that they were waiting to hear back from my vet. I called Chewy YET AGAIN, spoke to a different lady, she said she’d call my vet to get approval. I asked why this was necessary, she didn’t have an answer but apologized and offered me a measly 10% off on a future order. I’m now told that the order won’t ship until Monday! Ridiculous. I cancelled my order. I’ve never been so disappointed and frustrated over trying to order a simple bag of cat food. Chewy needs to have a more efficient ordering process. I’ve already told several friends and family members to avoid ordering from Chewy.

by Mops Are Te Bestused

Chewy has a large variety of Items and I guarantee with their filtering system you’ll be able to find what you need for a fair price. Although the app as I found has had a bug which was logging me out with no apparent cause making me lose all the items previously in my cart. This was extremely upsetting bringing me to the brink of never using the chewy app again but I decided that the pros out weighed the cons and to continue using the app. I wouldn't have wrote a review if it hadn’t been for when I forgot my password and decided to reset it, I did not receive an email from chewy at all. I think you can agree this is a problem and if it’s fixed, Yes I can go on using this wonderful app for pet supplies. Just not the bugs.

Edit: more bugs I have just gotten a message when I opened my cart that they could no longer supply the dog booties.. okay understandable, then a message that they only had enough inventory to supply 0 of the rest of my cart? What? The app removed everything from my cart for no reason because it had no problem adding them back to my cart manually. This is a huge problem. I find it horrible that twice I had to add all my items back to my cart because the app has so many bugs. It could be so amazing if it had not done this.