Chewy on Trustpilot: what pet owners praise and fault
Shared report · refreshed weekly · updated Nov 6, 2026
Chewy's customer service, from quick replies to callbacks and research on request, is what reviewers value, and it is the part to protect.
OneStar read 200 Trustpilot reviews of chewy.com posted from Aug 2026 to Nov 2026. Of the 200 people who reviewed chewy.com in OneStar's sample, 54% complain and 63% praise it. The top complaints about chewy.com are late or missing delivery (24% of complaints), customer support (12%) and returns and refunds (10%). In OneStar's sample of chewy.com reviews, 18% of reviewers say they won't order again. OneStar's report on chewy.com was last updated on Nov 6, 2026.
What goes wrong
I simply should not have to pay for an expensive item that was never delivered to me. Chewy needs to investigate what actually happened with fedex rather than placing the financial responsibility...
very very upset in the lack of knowledge, lack of follow-through and lack of customer care.
and chehynwill not refund or send replacement...I work 16 hour days 6 days a week..so now I am out of 400 dollars.
Shipping issues
Chewy membership renewal is a scam $79… Chewy membership renewal is a scam $79 a year, right, a money grab, automatic unless you kill the deal, experimented with in 2024, now implemented.JPG Thing...
What goes well
Chewy consistently has outstanding customer service, they are extremely responsive and often gets back to you within hours with a customer focused resolution.
What an amazing company.
I absolutely 💯 love how fast they are i placed and order my baby is almost out of her diet food and its arriving in 2 days my orders are always so fast love chewy.com ❤️
I've been buying my pet supplies from Amazon for years but recently switched to chewy and over a few months on average chewy is cheaper and often faster.
It is ease to be shopping with them because I know I can trust them to do the right thing.
Reasons for quitting
The main complaint of the 36 reviewers who say they stopped or are quitting
Their categories
Yes or no questions the person who shared it asked of each review
I ordered the pet lab for teeth for my doggie its a tiny size extremely expensive for such a tiny size also canceled my subscription is to expensive.
Chewy requires me to mail by snail mail the vet prescription instead of fax, email, text maybe?
What they use it for
68 of 200 reviewers said; shares are of them
Horrible delivery service! I've been utilizing Chewy's "subscribe & save" for my dog's food for years. And for most of that time, it's been great. Lately, however, it has not been.
I just completed a review for the NonoPet seat cover I received from chewy.com. The seat cover seems to be very good-just did a quick spin to try it out today. I gave five stars.
Purchased a gift card for a friend. Wanted to check balance before sending to be sure it was active. The gift card's instructions plainly state "To check your balance any time, save your Chewy...
What they ask for
6 reviews ask for something
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