Angela C.

Ok, to start I love this product! However if you need it in a timely manner plan on contacting them right after you place the order then remind them again to ship it. My husband bought me some shampoo for Christmas and he called weeks after placing the order to find out it hadn't shipped. Appears to have been forgotten but getting a straight answer isn't possible. We dismissed that as a fluke. On Dec 30 I decided to order a few more things. Jan 7th I noticed it had not shipped yet. So I went to their site to use the track order function where it told me the order didn't exist, however I got an email confirmation of the order. I contacted customer service and they informed me the server is having issues but it shipped and provided me tracking. I find it way too coincidental that the order shipped the same day I asked about it. So the only 2 orders we ever placed both somehow were forgotten? I don't know but it really seems strange. What is going on it their shipping department?

I had been receiving bully stick and other natural type chewies for my dogs and one had a staple in it. To be fair we don't know exactly how the staple got there but it did seem to be buried in the chew as it had been eaten down when we saw. Disturbing situation as my dog had blood all over the living room from mouth cuts (just superficial no permanent damage). The chewy manufacturer was contacted and claimed they do not use staples in their facility at all and they were very nice sending me some free chewies. However my contact with Chewy.com was less positive. I sent them photos and they said it wasn't up to their standards and would will credit my entire last order and seemed genuinely concerned for my dogs. The follow through on the credit was a nightmare. A month and a half later 10 emails and several calls to both Paypal and Chewy and I am just now getting the credit. Chewy and Paypal refused to talk to each other I had to file a dispute to get what was promised. The dispute through Paypal was not easy as their menu prompts plus the way it was billed are not fitting to this scenario and they could not file a dispute over the phone with explanation. I probably wouldn't have thought twice about the credit if Chewy had not offered it to me but once offered they should have been able to follow through to make sure it happened. I have since cancelled my account with them. I am done with that mess.

First I want to say the site I bought from I don't believe is fraudulent however there was a mistake made along the way in crediting back that was the wrong amount. Now it is complicated because the way they billed was multiple billings but the way they credited was lump sum. I could not get both companies to communicate to figure out the error which forced me to file a dispute. The menu for filing a dispute does not allow for this scenario where I didn't need to return the consumable item however still promised credit. I had to mark the box saying I returned it. It also does not allow you to file a dispute on multiple charges just one so what I was asking for did not align with a single charge. Nobody I spoke with in customer service could fathom this scenario. Anyway I muddled through the menus by marking the options as closely to the truth as I could just so the two companies would speak with each other. Seriously it shouldn't be this hard to get what was promised to you. I have email proof of everything yet getting someone to look at the proof is impossible. I still have not gotten resolution but hopeful.

Edit: I did get credit however it was about $5 short because it was billed in multiple billings so I had to file a dispute for the other $5. So silly I know but it's the principle of getting what was promised.

The first meal delivery I received was good nothing wrong with it however the next delivery the mushrooms looked old and got some extremely rotten black beans. It takes a long time for those to smell as they did. I chatted with a customer service person and they said I was too late to make any claim of problems with food. I then cancelled the service with one more delivery coming. That delivery had a rotten onion and rotten peas. I am not talking mildly rotten. The peas were partially brown and stunk and the onion had a brown core. I fought diligently to get some kind of credit but they kept telling me I must notice all problems upon delivery ha. At any rate I will not be going back!