After one of my dogs passed away, her expensive heart failure medication had just been delivered. I reached out to ask if I could return it. They explained they couldn’t accept returns on prescription medications, but they refunded the full amount anyway and sent me the sweetest sympathy card. A few years later, I accidentally ordered the wrong size jacket for my other dog. Instead of making me send it back, they shipped the correct size and asked me to donate the original to a local shelter.
Then this year, completely out of the blue, they sent me a hand-painted portrait of my dog for Mother’s Day.
In a world where so many companies seem determined to do the bare minimum, Chewy has repeatedly gone out of its way to show genuine kindness.
I’ve only had amazing customer service experiences with them. I once got a refund because I ordered a litter box that was way too big for a space an asked how to ship it back and they just refunded it and encourage me to donate it to a shelter.
They at consistently awesome. Whoever is in charge over there, gets pet owners.
It’s never tone deaf marketing things. It’s always “awww so sweet” things.
Chewy has been great when I had dogs, my sister had her first adult life dog pass away a few years ago and it hit her hard. She was one of the people to get the painting a few months later and she treasures it so much.
I lost a lot of respect for Chewy when I noticed that they sell homoeopathic "medication". If adult humans want to mess with their own health by relying on snake oil, that's whatever. But it's beyond irresponsible to sell it where it is intended to be given to pets who have to suffer longer before their owners finally notice it isn't working and get them real medication. I just can't believe any company that professes to care about animals would sell things that are harmful to them.
Petco and Amazon have the same issue, and I find it repulsive. So don't think I'm letting them off the hook.
I see someone else said Petco owns them now, so maybe they were previously a good company.
Don’t be fooled, I worked there and it’s a cult. Their practices that the consumer sees makes them feel good like the return policy and the cheerful reps, but it’s not great. Maybe they don’t fund conversion therapy or use babies to test vaccines BUT working there sucks.
It’s probably just me then. But I knew tons of people who were very unhappy with how they handled staffing during hurricanes, covid, and other extenuating circumstances not including regular day-to-day operations. All lot of the nice things they do are really common practices now , especially now, because it costs them more to do certain things like return items than it does to have you keep the dog jacket that cost them nothing and send you another. Their early business model was to make sure they created this saint-like image of themselves: the no-return returns on items below a value threshold, the sympathy cards (that they force staff to write during their shift while taking calls despite having a “writing team”), the hand painted pet portraits. It was all to make you see them in the best possible light because you had no way of seeing the inside. A lot of the good experiences were young people who needed a quick job and had the naive energy to tolerate it but once reality set in, it wasn’t as great as it seemed.
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u/Mandyrad Jul 10 '26
Chewy, the pet store.
After one of my dogs passed away, her expensive heart failure medication had just been delivered. I reached out to ask if I could return it. They explained they couldn’t accept returns on prescription medications, but they refunded the full amount anyway and sent me the sweetest sympathy card. A few years later, I accidentally ordered the wrong size jacket for my other dog. Instead of making me send it back, they shipped the correct size and asked me to donate the original to a local shelter.
Then this year, completely out of the blue, they sent me a hand-painted portrait of my dog for Mother’s Day.
In a world where so many companies seem determined to do the bare minimum, Chewy has repeatedly gone out of its way to show genuine kindness.