Chewy.Com, often called simply Chewy, was founded in 2011 by Ryan Cohen and Michael Day, originally under the name Mr. Chewy. Cohen had wanted to open an animal rescue site but once he saw the number of sites already in operation, he thought he might do better to open a pet food and supply business and donate cash to the rescues already in operation. Chewy donates a portion of every sale to various rescues around the US.
The company is an online retailer who offers more than 30,000 pet products, mainly for dogs and cats. Its primary product is pet food, and it offers a range of options from gourmet to discount brands of foods. Other products include leashes, grooming tools, toys, and strollers. Delivery for purchases over $49 is free and customers can also opt for scheduled food deliveries. Orders can be placed online or by phone. 
The company lost money their first 6 months in operation but turned things around. In 2012, Chewy had an annual revenue of $25 million. The next two years saw an increase in customer traffic of more than 500%. The company opened two new distribution centers, one in Florida, the other in Sparks, Nevada, to help meet customer demand. In 2016, after being in business for only 5 years, the company stated annual revenue was $900 million.
In addition to sales, the company also employs artists and writers who are given the task of composing hand-written postcards for all new purchases. Artists also paint detailed images of customers’ pets at random. Customers who submit photographs of their pets to customer service, or through Facebook or other social media sites, such as Twitter, are entered into a drawing a special gift.
In April of 2017, Petsmart announced that it had entered into a definitive agreement to acquire Chewy for $3.35 billion, which is the biggest E-commerce acquisition in history. 
In an article dated February of 2018, Forbes stated that Chewy.Com had surpassed Amazon in pet food market sales.
Not everyone is happy about the acquisition of Chewy.Com Several manufacturers are pulling their products from Chewy’s line up, including Fromm Family Foods, based in Mequon, Wisconsin, and Champion PetFoods, headquartered in Edmonton, Alberta, and Tuffy’s Pet Foods, which makes NutriSource, PureVita, and Natural Planet. All three companies believe that this move is about money and volume sales, not quality and meeting the needs of their customers’ pets.
Chewy seems to have picked up some customer service skills, however. In January 2019, after a customer left a negative review on their website, Chewy not only responded, but refunded the customers money and made suggestions for another product she might like that got good reviews.
Chewy’s stock has been doing well so far. Stock prices have risen in 2019, perhaps because owner Amazon has been pushing deep discounts and had their customer service reps act as if they are simply bonkers over your pet.
Due to the coronavirus and subsequent quarantine, many pet stores were forced to close. This allowed Chewy.Com to take up the slack and the company’s outstanding second quarter profits for 2020 should cause concern for brick and mortar stores.
Chewy.Com, often called simply Chewy, was founded in 2011 by Ryan Cohen and Michael Day, originally under the name Mr. Chewy. Cohen had wanted to open an animal rescue site but once he saw the number of sites already in operation, he thought he might do better to open a pet food and supply business and donate cash to the rescues already in operation. Chewy donates a portion of every sale to various rescues around the US.
The company is an online retailer who offers more than 30,000 pet products, mainly for dogs and cats. Its primary product is pet food, and it offers a range of options from gourmet to discount brands of foods. Other products include leashes, grooming tools, toys, and strollers. Delivery for purchases over $49 is free and customers can also opt for scheduled food deliveries. Orders can be placed online or by phone.
History
The company lost money their first 6 months in operation but turned things around. In 2012, Chewy had an annual revenue of $25 million. The next two years saw an increase in customer traffic of more than 500%. The company opened two new distribution centers, one in Florida, the other in Sparks, Nevada, to help meet customer demand. In 2016, after being in business for only 5 years, the company stated annual revenue was $900 million.
In addition to sales, the company also employs artists and writers who are given the task of composing hand-written postcards for all new purchases. Artists also paint detailed images of customers’ pets at random. Customers who submit photographs of their pets to customer service, or through Facebook or other social media sites, such as Twitter, are entered into a drawing a special gift.
In April of 2017, Petsmart announced that it had entered into a definitive agreement to acquire Chewy for $3.35 billion, which is the biggest E-commerce acquisition in history.
In an article dated February of 2018, Forbes stated that Chewy.Com had surpassed Amazon in pet food market sales.
Not everyone is happy about the acquisition of Chewy.Com Several manufacturers are pulling their products from Chewy’s line up, including Fromm Family Foods, based in Mequon, Wisconsin, and Champion PetFoods, headquartered in Edmonton, Alberta, and Tuffy’s Pet Foods, which makes NutriSource, PureVita, and Natural Planet. All three companies believe that this move is about money and volume sales, not quality and meeting the needs of their customers’ pets.
Chewy seems to have picked up some customer service skills, however. In January 2019, after a customer left a negative review on their website, Chewy not only responded, but refunded the customers money and made suggestions for another product she might like that got good reviews.
Chewy’s stock has been doing well so far. Stock prices have risen in 2019, perhaps because owner Amazon has been pushing deep discounts and had their customer service reps act as if they are simply bonkers over your pet.
Due to the coronavirus and subsequent quarantine, many pet stores were forced to close. This allowed Chewy.Com to take up the slack and the company’s outstanding second quarter profits for 2020 should cause concern for brick and mortar stores.
I must say that our YEARS of experience with CHEWY have been nothing but Positive. When there is a problem they go above and beyond to make it right.. Great company ..
Why is Chewy refusing to publicly support the Fairness Act? The companies called out by PYC (Pennsylvania Youth Council) for refusing to publicly support the Fairness Act include Wawa, Dick’s Sporting Goods, QVC, and Chewy. In addition to calling out the businesses refusing to support the Fairness Act, PYC also recognized the businesses which have signed on in support of it, including Hershey, PPG Industries, PNC, and Erie Insurance. Since PYC launched a campaign to coordinate public support and ask the General Assembly to pass a nondiscrimination bill, over 65 businesses have signed on. Pennsylvania has a large facility in Mechanicsburg, Pennsylvania. Why should I or any Pennsylvanian continue buying from Chewy if the company does not support the nondiscrimination bill? I and other Pennsylvanians can cancel our Chewy memberships and purchase pet supplies elsewhere. Please reconsider your decision to not support the bill. Thank you.
I’m SOO happy that they did not support this act and will direct more of our business to them as a result. Tired of fascist Leftists holding out businesses hostage. We have stopped doing any business with the above named companies and I encourage everyone to boycott companies who become in any way involved in the Socialist’s political schemes.
I have been a Chewy.com customer for many years and have been very happy. Except, I’m disgusted that Chewy sells pronged/pinch collars that can cause permanent damage to a dog’s throat, skin, nerves, etc. No reputable animal welfare organization nor vet supports the use of these horrible collars. Chewy was founded in the principle of animal health and welfare yet they’ve put that aside for profit. I am begging Chewy to discontinue the sake of these collars as well as any collar that can cause pain and harm to animals. Lead on ethics instead of following the money. PLEASE.
Chewy had sponsered two spots for the Hallmark movie Mixup in Mediterranean. Hallmark has had increasing pressure to include alternate lifestyle partners, and I know they have that right. I also have the right to discontinue Hallmark on my favorites list. Where you choose to sponser is also your right, as is mine to choose other products.
I’m looking for help, my nephew works on Chewy he was accuse of something that he didn’t do. He ask to be showed using the cameras what he “did” and they’re refusing to do so and he got a warning. Any help appreciated.
Most camera are just closed circuit and don’t record.
On May 13th I ordered Apoquel (allergy medication) For my Dog. You guys promise 2 day shipping on orders over 50$. Yet after 6 days, I Still havent received anything. I track the package and apparently Fed ex has tried to deliver the package 4 times which was a blatant lie because my address is a business address and we are open from 9-7 and i’m there daily, There was never a fed ex truck in the plaza.I Get a supervisor on the phone who assures me the order will be there in 1-2 days. 2 days later SAME thing. I Call another supervisor who tells me she’s going to reroute it to Walgreens for me to pickup, which at this point i’ve had it with this company and decided to pick up the medication myself and never use chewy again. I Call walgreens and they dont know what im talking about.At this point I dont know what else to do. This is completely unacceptable to anyones standards. This is my Dogs medication, and without it he is miserable. SOMETHING NEEDS TO BE DONE. supervisors name was Kimberly H. and John le.
I have been tying to access chewy.com for the last month. I keep getting error message 18.3700e8ac.1581285446.61aaaad3. This error messages is on their site with a picture of dog trying to open a box, marked Oops. Same issue when I tried to e-mail them.
Well this site erased my comment after I wrote it all out. I placed my order April 03,2020 and tried today to call but no body is at the phones. Then I messaged that my special need cat has now run out of medication food. I paid $110.00 that cleared my bank but then I left a message on chewy.com and the site said 4 days to reply. Unacceptable my cat is out of food and have no way to speed it up 11 days and counting. They emailed my tonight and thank me for my patience. Where the hell did they think that? Tomorrow I must drive in circles to find my cat food and low on funds . paying and no med food is terrible. You should always fill orders for pets in need first. This has really stressed me takin too long. I will tell all my friends how this is going since I switched all them to Chewy. We all do things to better our lives and this is terrible .
Customer Service is very accommodating. Unfortunately, the Chewy department that ships their products is quite inept. Too bad I could not provide a photos of how cases of cat food arrive at my door. This morning the can was so bent, the food inside was exposed. Absolutely no packing material in the Chewy box. I was assured by Chewy Customer Service that a note would be sent to the warehouse requesting packing paper be included in the box containing 2 cases of food.
You advertise free 2 day shipping on $50 or more. 4 days still nothing, customer service is a joke!
Good for you. I complained to the FTC also. Never got one order and they left the other one in the street in the rain and was ripped open and ruined.
I ordered on 12/4 and still waiting 12/13. They left one small order in the street in the rain and was ripped open and ruined. The bags of cat food never arrived and I feed over 20 cats so am left with none at this time. Retired disabled senior with meager retirement and don’t drive much. So angry and inconvenieced.
What is going on with Chewy. They used to ship ontime,and their customer service was great.Now they are so bad with shipping time . and their customer service is awful. Had to write BBB
Good for you. I complained to the FTC also. Never got one order and they left the other one in the street in the rain and was ripped open and ruined.
I’m sorry you experienced what I have been going through. They take my money mighty fast and when you call you get to listen to some kid say, “ I’m sorry… “
My wife ordered from chewy last Tuesday morning early. Now Saturday night and still not shipped. Our daughter ordered from Chewy last Saturday. Still not delivered. Do you expect to stay in business?! You spend millions on getting new customers, but won’t service the ones you have! GET REAL!!
I recently brought home my new kitten CHEEZ-IT and I wanted to get him some things to help make him more comfortable because he is very shy. So I visited the Chewy website and found quite a few items I thought the kitten would like. I was very interested in getting the items as soon as possible so the offer of free 1-2 day delivery for purchases of a certain value fit perfectly. upon making my purchase I noted on the order receipt that the shipping speed was “Standard Flat Rate” when I started a chat to question the issue I was initially told I wasn’t being charged for shipping which of course wasn’t my question. I was then told that everyone is charged the standard flat rate. When I asked about the offer of free 1-2 day shipping on orders over $49 I was finally told that the service is experiencing delays. So three different answers to 1 ? 2 of which had nothing to do with my issue. Huge letdown. I had signed up for Autoship but now I’m like I don’t know when my products will arrive. The representative was patronizing and rude. She didn’t appear to fully understand my situation, she wasn’t knowledgeable, and she didn’t solve my problem. We’re done.
At first, I was excited about the products offered at Chewy.com. I placed my order and within 2 days, chewy.com withdrew an additional amount from my bank account. After several phone calls, I was told my funds would be put back into my account. That has not happened. I am disappointed that a company that shows its loves for pets would break that trust with the pets owners and cause confusion for a bank account. I will never trust chewy.com ever again. Please check their complaints that were filed with the BBB before placing an order. I wish I did.
Same thing has happened to me. Double payment taken out 4 days ago…still not returned.
Definitely not the same Chewy as before the take over.
I will now be buying elsewhere
Was at the dog park last night and several of us brought up the new chewy.com commercial that opens with a door bell ringing. We were all amazed that a company that is in the pet business would inflict that kind of commercial on dog owners. Not sure if your ad people are pet people or have been in a house with one or more dogs when the door bell rings. Most households become pretty chaotic. Most of us agreed we wouldn’t be using Chewy any longer. Thought you might be interested. Someone needs to step up and pull that door bell out of the commercial. It is bad enough Wayfair and Home Advisor use door bells as well.
I love you guys. I’ve never received faster shipping from anyone. Most the time I have my order within 12 hours. Always been pleased with what I have received but not as much as my fur babies.
I am a loyal customer, all good things to say, fast shipping, decent prices
BUT you need to use 2 PIECES of tape on the Bigger cartons.
I prefer my carton to arrive not all ripped open and crushed.
I spoke to the Fed Ex driver and they claim one piece of tape is Not strong enough, when other boxes are stacked on yours. It might cost your company more, but I have to think it can’t be as much as the cost to replace damaged items.
I will be doing multiple orders, so only a medium sized carton can be sent; e.g. one Honest Kitchen box at a time.
My complaint is I have 2 orders to be delivered, the first was 11?2 weeks late and now I have another that is still sitting in Az. It has been there June 13th and hasn’t moved. Ever since Pet Smart bought them out the service is very bad. I have written to I believe is the corporate office and told them about it. I talked to one guy on the phone and he told me he is getting phone calls that others people are not getting their orders. If I ever get my order I will be closing my acct. with them. I live in Washington State and the guy from corp. told me that they do not have a contract with FedEx to deliver for them well he is wrong that is how I use to get my orders.
Every time I order from chewy my orders are screwed up, staff has no clue what they are telling you. In talking to at least 3 people all three had different answers to a simple question. I asked for clarification on a chat and the person says can I call you to explain. I replied no read your reply to me you have two different answers in one chat. Train your people to know whats going on, you keep saying give us another try, his many tried are we to give you before saying nope I’m don’t trying?
Dear Moar & the Chewy Family,
Words cannot express my heartfelt gratitude for your very lovely token of sympathy, & empathy, in acknowledging the passing of our beloved cat. She was with us for 19.5 years & your tribute to her, as a pet, & to us as her caregivers was more than I could have expected. Your words of solace were comforting & it is my opinion that all of you are what makes Chewy as great as it is. I’ve never had one problem ordering or receiving & customer service has always been pleasant to work with & most agreeable. When we are ready for our next “fur-baby”, there’s no doubt she/he will be a Chewy pet.
Thank you,
Cecelia (Cece) Terry
I would like to sayThank you, to Lydia and the staff of Chewy for the beautiful flowers sent to me in memory of my beloved Beatrice. I have been a customer for at least 5 or more years and I have found the company goes above and beyond in service.
I will always be a customer
Thank you
Mary
I have nothing but good things to say about Chewy! Everything that I had ordered was spot on, and my pets and myself have never been happier; especially when it comes to pricing and affordability. Power to the players! (And yes, we’re all gamers here.)
Dear Chewy: I am a customer who really likes your products and service.
But what I’m really contacting you about is the contributions you make to needy animal shelters and rescue organizations. I watch a good number of animal rescue programs on TV and have seen your name as a contributor to them. Makes me very proud to be one of your customers. Thank you for doing so much for those organizations who need so much.
I am close to losing my 2 service dogs b/c I cannot afford to feed them the prescription food the Vet has them on. I’ve been a customer of Chewy for many years and I love what you do for all of the Animal shows on TV. The 3 of us are big fans of Pit bulls and Patroles as that is all we do, watch TV as I am disabled. I am only alive b/c of these guys. Because I have PTSD, my anxiety effects them to the point they need Hills w/d and I can’t afford $2.79 a day. I live off of food pantries and food stamps. Can you please me? Anything that you can do would be so appreciated.
Thank you for your time.
Jo Woodworth
Sarasota, FL. 34242
I do feel for you but however, you know that when you have a dog or 2, they cost money. Just like having a child. You have to feed them. What happens when your dogs need medical treatment especially as they get older? Get some other kind of therapy. Bottom line is that if you can’t afford your dogs, you shouldn’t have them.
I was so excited to use Chewys for my pet needs and I even recommended my son to work there. He recently was rear ended and unfortunately had to go to the doctor for whiplash. The doctor put him on a weight restriction for 10 days. My son turned in the doctor note and the specific Chewy medical form 3 weeks ago. He still has not heard anything about work. They said it would take 24 hours. His weight restriction is now over and has been over since 11/2. No one will return his messages or take his calls. It’s so frustrating to us all. Any help would be appreciated. Phone number is 317313XXXX. Drew Duncan our of The Clayton office
Rcv’d marketing flyer n mail 2 deceased father. Called 800#, name & address removed from mailing list. Suggestion 2 corporate: Try using term “Resident” 2 protect future customers privacy until they become actual customers. Then u won’t receive requests 2 remove name & address. Thank u.
corporate description on net says good things about chewy from 1911 through 1917 until it was bought out by petsmart for 350 billion. Several companies have left or are leaving chewy because they say the purchase is all about money and volume and not the customers. I give chewy much credit because they donate some of each sale to rescue organizations which is pretty nice. I’ve always had good luck with chewy.
Btw, I checked with some of the companies leaving and most all had sky high prices with most products in the 50 dollar range no matter the pounds or ozs. purchased.
Coursely most were high in meats, but one can afford only so much. Chewy has some cheap along with higher prices if one wants to pay that much. Thumbs up generally for Chewy.
Dear Mr. Cohen;
(please forward to Mr Cohen)
If I have reached the CEO of chewy.com, that is what I intended to do.
I recently rescued two kittens and decided to give chewy a try. It’s much easier to have my litter and food delivered than to stock up at the grocery store.
Of four cartons of Friskies (32 cans in a carton) that I ordered, an entire carton was damaged, made up of several cans from each carton. The cans were significantly dented, and I threw them away. The cartons were simply not adequately boxed for shipping. The box contained very little packing material.
I called chewy. The customer service rep was lovely. I told him that I would purchase three more and asked if he could replace one carton. He gave me all 4 for free.
Today I received my order. Almost three full cartons were damaged. There was one piece of packing paper in a somewhat large box.
It’s your business, but I wanted to let you know that a lot of your product is being thrown away. I would like to continue to order online, although I doubt I will even if the cans are being replaced for free. It will become easier to go to the store and not have to worry about it.
But as a business owner myself, I cannot imagine that you want this amount of product, hence money, being thrown away.
I will be interested to hear from you to see what the remedy will be. Then I can decide if I should keep ordering online.
Sincerely,
Denise Nystrom
Naples, Florida 34120
Home: (239) 348-XXXX
Cell: (516) 633-XXXX
Email: denicelynne@ gmail.com
I need a phone number for chewy headquarters to talk about my problems
I need to speak with someone about being hired at Chewy in Louisville KY for the drugstore CSR position. Can you please point me in the right direction so that i may voice my concern. I was hired and passed everything needed and was to start training 9/17. I was 45 mins late to the class because there was a bad accident due to the weather and they would not let me come in. I was contacting my recruiter the entire time when i was in traffic. I was under the impression, after being told i could not come in the class, that if i reapplied she woukd get me into the next training class, now i cannot get a response from her and after reapplying i got an email saying they were not going to consider me for the position. I am completely devastated and i just want another chance. The reason for my tardiness was completely out of my control, but i still made it there. I have a friend that was in the class and she said for the first hour, they didnt even do anything but wait for the trainer to start talking, but my recruiter said that the first hour was crucial because so much information was given. I turned down 3 jobs while waiting for Chewy and i just dont understand this at all. I believe id be a great asset to your company and i would just like another chance. I just cant give up so easily so i am trying to reach out to anyone that i can to try and redeem myself.
I have been a loyal customer of Chewy for a few years. The past 6-9 months your shipping has been absolutely horrendous. The contracted company Laser Ship driver’s cannot read a label. Chewy has replaced my lost shipments 5-6 times. WHY? Laser Ship just drops off boxes anywhere in the neighbor hood. My neighbors no longer come to my home with packages and why should they. My address is clearly on the shipping label. Shipping Label also clearly states, private road, put box on front porch. Every time I call Chewy, I get a replacement and sometimes the replacement is not delivered!!! I ask for a supervisor. I get, we cannot control who we ship through. I shop with many other on-line retailers and never have a problem with UPS, Fed-EX or USPS. Only Laser. I see from other posting above you have other complaints about Laser. Why do you continue to use them? I need HELP or I am going to have to purchase my pet supplies elsewhere. I hope that I am reaching someone at corporate. HELP Await your reply
I today got some homeopathic pain relief drops mind you with no seal and not long after I was on the phone they leaked everywhere somehow they expect me to send these back leaking which I legit will not do because the fact that it’s an absolute mess so I am trying to get a hold of somebody in regards to either getting a refund or replacement as these are of no use whatsoever to even ship back leaking it’s not what’s up I mean seriously who’s going to take leaking drops I mean for real I would like to have this made right
Hello I have been using chewing for food and treats as it is easier for me never had an issue up until this last order the order date was placed in corrected on chewy’s part which affected my banking I spoke with chewy at least 10-15 times always with I will look into the issue and return call call never returned do to there mistake was to receive full refund charges ran up to 200.00 still no positive action with return calls and/or response this was the first negative dealings but this has left a lasting impression.
good day im joe a disabled senior i have been a loyal costomer for 4 years but for 2 month im havebeen choiseing between food dor myself and my cats lucky and little i was hopeing you can help me with the items in my cart 201 705 XXXXX account number if not i undewrstand and will alway seek hightly about chewy
I loved Chewy when I first started ordering. I started having problems with delivery in January. I live on a hill with a long driveway and I can’t see my mailbox from the top of my driveway and FedEx has left my order by my mailbox at least 4 times. Each time I reported this to Chewy and each time I was told Chewy would contact FedEx and the problem would be resolved. The last time I reported this to Chewy I was told that someone would get back to me within 48 hours. I waited a week and no one called so I called back and this person said he would call me back personally the same day I called. I heard nothing. I waited another week and called Chewy and this young lady said she would definitely call me back the same day. She said that Steve from FedEx was suppose to call me too. Now over a week layer I am writing this. FedEx is a problem but Chewy makes promises they don’t keep. Not one person kept their word. What great customer service! No front door delivery and Chewy doesn’t call back. I’m done with Chewy and FedEx. I will share my experience with everyone!
Chewy has been wonderful to deal with the last few years. However I feel your delivery partners are a part of your customer service. Chewy has failed in this regard. Fed ex and Laser scan are terrible. I am disabled and can’t get to my driveway without help. Even though the package says deliver to door they always leave in the driveway. Laser scan deliver a package yesterday which was again left in the driveway in a torrential rain. It was ruined. As I said the delivery is part of customer service and Chewy has failed me in this regard. When you sign your next delivery contract remember this complaint.
hello , my names Donald kindle **** w. pearl st. Granbury tx 76048 . Im a disabled vet my money is tight. im bound to a wheelchair my right side don’t work very good I was wondering if yall might have any thing that might help me something like demo stuff that don’t get used anymore I would appreciate if yall could help me out if you could . please excuse my typing thank yall very much if you can
my drain bamage is setting in I forgot to tell you im trying to work with a Australian shepherd puppy shes 8 weeks old , I could use anything if you can thank you
I cant believe how fast your shipping is.I have no reason to shop anywhere else for my pets food.two thumbs up for chewy.com and Thank You.
I recently took the day off because of health reasons and I got a call today saying I was terminated because I exceeded the point system they have set up, there is numerous people including management and leads that are well over 12 points and they are still there….