Chewy: More Than Just a Company

I don't typically write reviews about companies, but I just have to rave about Chewy and their amazing customer relations team. 

We recently ordered some supplies for our new fur baby, Louis XIV (separate blog post with photos coming soon), but we realized the litter box system was way too big for him and our space. When I contacted Chewy to ask about return or exchange options, they replied within an hour and immediately refunded the cost and let us know we could simply donate the [unused, unopened] litter box system to a local shelter rather than trying to send it back. In their response, they sent their regards and well wishes to Calypso:

Hi there Jodi,  

I’m so sorry the item didn’t work out as expected, but I'm more than happy to help. At this time, Chewy does not do exchanges, so I've processed a refund of $83.18 to your VISA ending in XXXX. It will appear back in your account within 3-5 business days. There’s no need to send in the items, if you feel they could be of use, please feel free to donate them to a local shelter or rescue. We'd be happy to know that they're going to help pets in need.  

Please give Calypso all our love.  

Pups & kittens,  

Mari M.  
Customer Service  
Chewy  

I replied with appreciation for the refund and also told them the sad news about saying farewell to Caly and welcoming a new feline member to the family. Again, the response was both prompt and personal:

Hi there Jodi,
 

I am so incredibly sorry to hear about the passing of your beloved Calypso. I am sure you are excited about Louis XIV. Congratulations on your new furbaby.
 

There are no words to ease the sorrow from the loss of your special friend, but let time heal the pain and love heal the heart. Friends enter and leave our lives, but the impressions they make on our hearts stay with us forever. We hope that you find comfort from all the wonderful memories, knowing that you provided a loving home. 
 

We know it can help to talk to other folks who can relate so always feel free to reach out. Please know that as part of our Chewy family, we're here for you in any way we can be. I realize that may sound strange coming from a company, but we absolutely mean it. We're here for you now and we'll be here in the months and years ahead. If there is anything else we can do to help, please don’t hesitate to ask.
 

Warm regards and deepest condolences, 
  
Alexis B.
Customer Service 
Chewy

In itself, those email exchanges were impressive. But what's even more amazing is that Alexis sent us flowers in memory of Calypso!!! I mean really, what company does that for its customers??? AMAZING.

Of course I emailed to thank Alexis and reiterate how much we're loyal Chewy customers for life, based on this and other previous superlative customer relations interactions. And within 11 minutes (!), I received this response:

Hi there Jodi,

We are so pleased that you got our flowers. We understand that this is a difficult time and want to let you know that we're here for you every step of the way. Our fur babies come into our lives, leave paw prints on our hearts, and we're forever changed. We're here for you now and we'll be here in the months and years ahead as you have time to heal.

Our team is always just a phone call, chat or e-mail away.

Warm regards,

Angela P.
Customer Service
Chewy 

This is one of those times that I wish I were actually on social media so that I could post and spread the word far and wide about how wonderful and exceptional Chewy is and recommend them to any and all pet parents out there! We certainly won't be seeking our pet supplies from any other company, for sure.