Trust Score 82/100 · 6 sources · 1,903,823 reviews · updated 16 Oct 2026
Chewy reviews
In short
Is Chewy legit?
Chewy rates 4.9 from 1,202,863 App Store ratings and 4.8 from 685,671 Google Play ratings, but only 3.3 on Trustpilot (13,336 reviews) and 2.78 on Sitejabber (1,099 reviews). BBB gives an A+ grade, though its customer review score is 3.36 and it logged 527 complaints in 3 years. Trustpilot is split, with 75% five-star and 16% one-star reviews.
Trust Score 82/100 from 1,903,823 public reviews across 6 sources, updated 16 Oct 2026. How we score
- Rating sources
- 6
- Ratings counted
- 1,903,823
As of 16 Oct 2026 · How we score
AI summary
Chewy rates 4.9 from 1,202,863 App Store ratings and 4.8 from 685,671 Google Play ratings, but only 3.3 on Trustpilot (13,336 reviews) and 2.78 on Sitejabber (1,099 reviews). BBB gives an A+ grade, though its customer review score is 3.36 and it logged 527 complaints in 3 years. Trustpilot is split, with 75% five-star and 16% one-star reviews.
- Customers report warm, human customer service, often with a real person answering the phone 24/7. Many reviewers describe quick fixes for refunds, replacements and delivery problems. Trustpilot
- Many customers describe refunds, flowers or gifts after a pet died. Several say they were told to keep or donate food and medication and still got a refund. Trustpilot
- Customers praise the wide selection, competitive prices on big bags and fast shipping. One Trustpilot reviewer says prices beat Amazon and Walmart, especially for food. Trustpilot
- Some customers say autoship is easy to edit, delay or cancel. Others like the app's ease of use and simple checkout. BBB
- Customers report being pushed toward autoship and membership prompts. Some say they were charged a different price than agreed or were shipped autoship orders they did not expect. Trustpilot
- Customers report late, misplaced or poorly handled deliveries. They name carriers such as OnTrac and FedEx, packages left in the rain or in the wrong place, and damaged or broken items. Trustpilot
- Customers report return and refund disputes. Examples include the warehouse saying the wrong item came back, refunds issued as gift cards, and missed pickups. BBB
- App users report slowness, forced logouts, lost progress during two-step verification and checkout problems. Google Play reviews from October 2026 repeat these points. Google Play
- Customers report discount codes and mailed coupons that did not apply or that led to cancelled orders. Several say pharmacy orders were delayed or shipped without temperature protection. App Store
Summary written by AI from 150 public reviews across the sources below on 17 Oct 2026. Short excerpts link to their source. No reviewer names.
Key facts
| Source | Rating | Reviews | Updated |
|---|---|---|---|
| Trustpilot | 3.3 / 5 | 13,336 | 16 Oct 2026 |
| App Store | 4.9 / 5 | 1,202,863 | 16 Oct 2026 |
| Google Play | 4.8 / 5 | 685,671 | 16 Oct 2026 |
| 4.3 / 5 | 319 | 16 Oct 2026 | |
| Sitejabber | 2.8 / 5 | 1,099 | 16 Oct 2026 |
| BBB | 3.4 / 5 | 535 | 16 Oct 2026 |
Delivery, returns
and support
How is Chewy delivery?
Delivery feedback is mixed. Some customers report orders arriving in 1 to 2 days and say shipping is fast. Others report delays of 3 to 4 days or more, failed delivery attempts, packages left in the rain and lost parcels. Complaints often blame the carrier rather than Chewy itself. A few say the delivery estimate shown on the site was misleading.
How do Chewy returns work?
Customers often report generous refunds, sometimes without returning the item, especially after a pet has died. Complaints centre on the warehouse saying the wrong item came back, refunds issued to a gift card instead of the card, no packaging available for a bulky return, and home pickups that never happened. One reviewer says a gate was outside warranty after about 18 months.
How is Chewy customer support?
Support is the most praised area. Many reviewers say a human answers the phone quickly and solves the problem in one call. Critics report ignored emails, rude agents, chat that stops working, and a shift to AI and chatbots. BBB complaints also describe promised actions, such as a pickup or a cancellation, that did not happen.
How is Chewy quality?
Product quality feedback is mixed and varies by item. Some customers call the products very high quality, especially for pet health. Others report a flimsy pet bed, a gate latch that broke, ineffective litter, cats refusing the flats of Fancy Feast, and a food formula change that upset cats. Packaging problems such as broken treat containers are also reported. Some pharmacy reviewers say the medication arrived degraded.
What customers say
about Chewy
They both refunded and replaced my product after a short 3 minute conversation over the phone with a human, not AI.
If I agree on a price, I don't want it to vary without any notice at all.
However, Chewy is refusing to issue my refund, claiming that the wrong item was received at their warehouse.
App runs very slowly and hardly pulls up the information without having errors.
They quickly issued a refund and told me to keep the food and donate it to a local shelter.
the package was left outside of where the awning covers so my package was all wet.
Questions about
Chewy
Is Chewy legit?
Yes. Chewy is a real, established retailer with an A+ BBB grade. It has 13,336 Trustpilot reviews at 3.3 and app ratings near 4.9. BBB still logged 527 complaints in 3 years, mostly about orders, refunds and autoship.
How long does Chewy delivery take?
Customers report mixed results. Some say orders arrive in 1 to 2 days. Others report waits of 3 to 4 days or more, failed delivery attempts and delays tied to carriers such as OnTrac and FedEx. Autoship orders can also take days to ship.
Can I return Chewy pet food and supplies?
Customers often report easy refunds, sometimes without sending the item back. Others report disputes, such as the warehouse saying the wrong item was returned, refunds issued as gift cards, and missed pickups. Keep proof of what was returned.
Does Chewy reply to bad reviews?
Sometimes. Chewy replies to 49% of BBB reviews and 8.7% of Google Play reviews. It has not replied to any reviews on Trustpilot, Sitejabber or Google. Replies are apologetic and mostly point customers to phone or chat.
Is Chewy worth the price?
Opinions are mixed. Some customers say prices are competitive, including a Trustpilot reviewer who finds them cheaper than Amazon and Walmart for food. Others call Chewy expensive or only similar to retail. Some feel the 5% autoship discount is low.
Ask the agent
about Chewy
Try one of these:
Sources
- 510,012
- 4432
- 3278
- 2433
- 12,181
Brand replied to 0% of reviews
As of 16 Oct 2026
- 5612,536
- 454,552
- 39,960
- 22,729
- 15,890
Brand replied to 9% of reviews
As of 16 Oct 2026
- 5243
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Brand replied to 0% of reviews
Google Maps listing: Chewy
Rating data from Google · As of 16 Oct 2026
- 5630
- 441
- 325
- 264
- 1323
Brand replied to 0% of reviews
As of 16 Oct 2026
Brand replied to 49% of reviews
BBB grade A+, 527 complaints in 3 years
As of 16 Oct 2026
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