Oct 25 • 😎 Main Posts
Chewy has it partly right
Chewy is a mail order pet supply company in the U.S. I've been a happy customer for years, but not long ago I ran into an issue that they just don't seem equipped to resolve.
A new pkg of our regular cat food seemed a bit off. To make sure it wasn't a new recipe, I contacted the manufacturer, who sent a replacement, though they are normally wholesale only. My next Chewy order of that food was also off, so I contacted Chewy this time.
I've had lots of great customer service experiences with them, and the customer service representative was super friendly and offered to replace the food. They have always immediately issued a refund or replacement, no questions asked.
I wanted to make sure that I wasn't just going to get another off package, so I explained that this was a repeat problem, and could they make sure that their entire batch in storage hadn't gone bad. The agent agreed and carefully wrote down the issue, which would go to their fulfillment department, but guess what? My replacement was another off package of cat food.
I've sent them a couple of detailed feedback notes, but I've also stopped buying our cat food from Chewy (we buy other, nonperishable things from them).
What's your take? I have theories, and I'm curious to hear yours.
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Chewy has it partly right
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