My complaint:
hello I placed my first order with chewy on December the 2nd 2023. I placed a regular order using my email address with my name and I was sending it to my boyfriend who is in prison and he is part of a new kitchen program where the inmates to get the kitchen and the only company that they have approved to send items is chewy. on December the 5th I checked my email and saw that they had canceled my order. I called customer service they told me that they were escalating my order and that it should all be resolved soon. I got an email within 5 minutes of hanging up the phone that said my order is completely canceled my account has been deleted and that was that. so I try to place another order on December 10th. immediately after placing the order I received a email that said I need to call them to my identity. I called them immediately to my identity. they said okay thank you it’s all good to go. about 2 hours later I got another email that said I need to call to my identity. so I called again and ed my identity yet again. three days later when my order had still not shipped I called them and said what’s going on they said I needed to call them to my identity and since I didn’t they they had already canceled it. I told him I have already called and ed my identity two times already. they apologize and told me this was going to be escalated and resolved. the next day I got an email stating that my account had been canceled. so I called them again and I said what is going on and they said all these have already been canceled there’s nothing we can do about it make another account. so I make another account. try to place another order on December 15th. because my boyfriend’s kitten is hungry and they need food and litter box for him to be able to keep his kitten. so I make another account and try to place another order I think everything’s gone through because this time they charge my card and I’m excited so I let it go but then a couple days later I noticed the money returned back to my card and I go to log into the account and the account has been canceled again. I called customer service they told me they do not understand what’s going on they don’t know why it’s going this way and that they are not allowing me to order from them at this time. I have never received an order from chewy. not one time in my life have I ever gotten anything from that company. there’s no reason to flag me for fraud there’s no nothing that should be causing this I need to order some food for my boyfriend’s cat!!!
Suggested solution:
I have tried to pay for four separate orders they have wasted a month of my time this is the only place we are allowed to order from they need to fill at least one of the orders or two of them for free and send them to him until we can get this dealt with
