Andrea H.

I have ordered a number of items from Chewy and always been very satisfied with the ease of navigating their website and how quickly the items arrive at my door. They are based in Florida, and I am too so I'm sure that helps with the shipping time.

Once, I ordered a hardness for my dog and it was too small (my fault for not measuring). I called them early in the morning, not sure if anyone would even answer. Lo and behold someone answered immediately without even having to go through a bunch of voice prompts to get to a customer service person. The gentlemen I spoke to was friendly and noticed I also lived in Florida, so he made small talk about the weather and the area. He also said they would refund me within 24 hours for the harness and I was welcome to keep it, or donate it to a local shelter. I didn't even need to send it back! How great is that?!

To make it even better, a couple of months later, I got a random card in the mail from them, thanking me for my business! WOW. I am a lifetime customer of Chewy now.

This website blatantly counterfeits the designers by stealing their designs, and actual photos of the models in the dresses from their websites. (See: http://www.shirleysdress.com/classic-femme-soft-ruched-sweetheart-luxe-taffeta-short-wedding-dress-p*******.html and http://www.morilee.com/bridals/voyage/*******). Unfortunately, I didn't know this until I ordered two dresses from Shirley's Dress and what arrived was NOT what I ordered. I input custom measurements to be sure that the dresses I ordered (wedding and rehearsal dinner dress) were the exact size I needed them to be. When they arrived a month later, one dress was so-so. It was a much cheaper fabric than I expected and I will have to take it in to be tailored since there were loose seams and some areas that are about to fall apart, but I will make it work.

The second dress (my wedding dress) was at least 5 sizes too large - not sure how this is possible since I put my measurements in - and a completely different style than the one I ordered. The top part was the same with the sweetheart neckline, but the bottom had lace and it was supposed to be tea-length, this gown was dragging the floor. It looked absolutely hideous. I took photos of me in the gown and attached that with photos of the gown I ordered in an email to their support team. I heard nothing back for over two weeks, so I left a voicemail on the phone number which was previously on their website (has since been removed). It was tough to even call when they are open since there is a 13 hour time difference between the U.S. and China.

Having not heard anything back, I re-forwarded my original email asking for a response. Again, hearing nothing I filed a dispute with my credit card company. Then they finally responded, saying they would offer me 30% back and I don't even need to return the dress! ARE YOU KIDDING ME. I wrote back how unacceptable that was and I needed a full refund for the wrong dress that was sent to me. (Frankly, they are lucky I didn't request a refund for both). They wrote back saying now they can give me 60% back, and again I don't even have to return the dress! What terrible business practices. I re-iterated that I need a full refund. Have heard nothing back since. Crossing my fingers that the credit card company sides with me and not this TERRIBLE company.