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Chewy complaint: Unable to talk to Manager for resolution

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Filed 11 Sep 2020 by Diana

What has happen to Chewy in last few years? My story starts on 8302020 where I received an that my pets’ medicine were being reviewed and shipped. I contacted the customer service department immediately to tell them I still had a 3 month supply therefore would like to cancel this order. The rep stated she would contact them to see if she could cancel. I stated that if the order was already in the mail, I understood, BUT if it was not, please cancel. I never heard back nor did I receive the order. On 95, I again received a message that the order was being reviewed. Once again I call to request the order be cancelled and explain this is the second time I have had to contact them. Again, no contact or product from Chewy. On 99, I get a third notification that the prescription is on its way. Two hours later, I received the box. I contacted Chewy CS department on Thursday, 910 and asked if I could speak to a manager. After waiting over 10 mins, When the girl came back with no manager, I gave my number and asked if they could call me. No one did. On 911, I attempted to contact their headquarters. All local and 800 numbers for Chewy takes you to CS. This time, I was placed on hold for a manager, only after a while to be disconnected. Again, I provided my phone number, but have not received any communication from them.

It is so disappointing that a company I have been a customer of for 6 years and loved has lost their vision and doesn’t care about its customers. This is what happens when a corporation buys a small company.

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Discussion

1 comment

  1. Lynda

    I ordered some medication for my very ill dog. It is an essential medication. I asked if it could be overnighted since I was going to run out of pills. I had been in the hospital so I did not have the chance to order it. I was told that they would put in a request to overnight the meds. I was told it was over nighted but would not arrive for two more days. When i questioned this they then said it was not accepted as an overnight, They placed a second order that is supposed to placed but they sent no record same as before they have a system that does not work, I hope re receive the first order but who knows when because it was sent by ground from Lexington Kentucky to Florida. It says the 11th which is the last day I have pills for my dog who is in liver failure, I find that Chewy especially the pharmacy is unresponsive to their customers and badly trained, Not only is this a stress for my dog but it is for me who just suffered from heart issues and had to be hospitalized. The bottom line why it did not get sent overnight the first time is they did it wrong. I had a woman who did the order for the second time who called Fed Ex and she put in the order so it was done correctly. Now when I call they say that another person a man named Eric put in the order. They are reluctant to give out information they tell you if you need help to get a manager would take 24 hours. They have gone down hill and actually should not even have a pharmacy. I been told by one of my towo vets to stay away from ordering medications from them. I asked for the escaltion team and got a vet tech in the pharmacy department, Sadly, I do not know if i will get my medication on time and if I do not hear something will have to order from another cp

    founder since this medication is compounded and pay over night delivery. If this happens I will be looking to Chewy for compensation for having to take the measures to use another pharmacy since they do not have their act together,

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