I have been using chewy.com for several months and am very pleased. I Recently purchased a soft crate for my dog but when I opened it the instructions deterred me from using it for him. I contacted them To initiate a return And they email me back that they would refund my money within 3 to 5 business days and I can donate the crate to another dog! Totally great customer service were very pleasant in the email exchange and I will definitely continue to use them based on their customer service