Professional Driver Warning: Chewy/OnTrac are being dishonest about medical deliveries
UPDATE: UNSAFE 1:00 AM DELIVERY — Beyond unprofessional.It is now nearly 1:00 AM, and an OnTrac driver just arrived at my door to attempt delivery. After lying all day about a "weather delay," Chewy's carrier thought it was appropriate to show up at a residential home in the middle of the night.As a professional in the delivery industry, I am appalled. Attempting a delivery at 12:50 AM is a massive safety and security violation for both the customer and the driver. This is how Chewy handles life-critical prescription supplies: with dishonesty during the day and safety risks at night.I have officially filed a complaint with the BBB and notified Chewy’s executive team. If you care about safety and reliability, stay away from any order Chewy ships via OnTrac.ORIGINAL COMPLAINT:I am beyond disappointed with Chewy’s reliance on OnTrac for life-critical supplies. I ordered prescription food for my cat, which was en route for delivery at 11:26 AM. It is now after 9:00 PM, the delivery window has closed, and the package never arrived.When I contacted customer service, they claimed "weather delays"—which is a blatant lie. I know this because I am a professional delivery driver myself. I spent the entire day making deliveries throughout this exact same region, as did my colleagues; none of us encountered any issues. My cat’s medical necessity sat in a delivery vehicle for over 10 hours for no legitimate reason while the carrier gave me false information.It is dangerous and unacceptable for Chewy to use a partner that lies to customers and fails to deliver prescription items. If you love your pets, do not trust any order shipped via OnTrac. I am now seriously considering closing my Chewy account and moving my business to a competitor who actually prioritizes animal health over cheap shipping contracts.
Harriet Muise
Chewy is a scam
Chewy is a company I don't trust anymore, Reviews are being posted for me for items I bought and I can't see them or edit them, in order to fix it you have to contact customer support and have them removed it and wait several days before you can post another but you can only have a review removed twice so if you make a mistake and accidentally hit enter there's nothing you can do to fix it, I believe the review system is a huge scam because who is posting these reviews on my account? After having several more issues like having $80 drawn out of my account for a pointless membership I never signed up for and doing more research on chewy and the lawsuits and allegations against them I decided to delete my account but surprise! I can't unless I get on the phone with a supervisor and have an full blown interview. What an absolute SCAM! Chewy is not a trustworthy company at all.
Ashlyn Jenkins
Love Chewy
Using it for years already for my kitties. They always deliver faster than anyone else. And this time I messed up with trying to change up my authorship order and somehow got two orders at the same time not even realizing I would. I wanted to return one order as I don’t need it now and would prefer money back but they let me keep it instead and wrote to donate or give to someone that needs it. Got the refund anyway. This here is a GREAT customer service and left me shocked as I really could use money atm. Thank you so much. You have a loyal customer here if you keep up with good work.
B R
They ended my free trial without any…
They ended my free trial without any advance notice then claimed that they email all customers in advance. I RECEIVED NO ADVANCE NOTICE. They pretend to be 'caring' and 'customer friendly' but they're as bad as any sus online presence.
Pete Peter
Fastest delivery available on rx food!
Easiest auto ship options and great sales/promos
Beth C
Absolute garbage company
They will make you jump through hoops to even buy from them. They will cancel your order for no reason. They are pure trash
Ben
I would rate lower if I could
I would rate lower if I could. I don't know what the hell I did to these people, but every time I ordered wet cat food. They would send me the most beat up, broken cans. And when I would call, they didn't seem to care. More annoyed that I called with a problem. So I use ANYBODY but this shit site. Didn't even care when their products caused one of my kittens to get sick. Will never order from again.
Robert
Be careful - damaged cans can lead to rancid food!
I signed up for auto delivery for my three cats' food ordering 2 48 can packages every 6-8 weeks. Every single shipment was damaged. The cans were dented to the point that they popped open along the seam and the food went rancid. Not every can, but at least 3-6 cans per package. And 90% of the cans were extremely dented. When I contacted Chewy they would offer me a refund (took that once) or a percentage off the next delivery (took that once). But the damaged cans continued. This was not a one or two time occurrence but every single shipment! The last time I reached out on live chat, they were not so kind. I had two photos -- one showing cans split open and another showing a stack of ]dented cans. (I'd include these photos but there's not way to upload them).Instead of any credit, I asked them to please cancel my account and send no more shipments. This is clearly an ongoing issue. I receive a lot of deliveries and my other packages do not have problems so I will not blame my delivery truck drivers. This is on Chewy.
customer
SHIPPING DEPT STINKS
Good ProductsTotally inept SHIPPING DEPTMy 5th damaged goods shipment within 1 year.
Oz
Autoship -- Bait and Switch
I placed an order with Chewy for my dog and turkeys, excited about the 35% off first Autoship discount shown at checkout. But this bait-and-switch was a scam—they delayed shipping for days, made me verify my identity twice, then demanded I cancel and reorder at full price. When I cited their own Autoship Terms (“Chewy will not change the price of your next shipment once you have authorized an order”), they canceled my entire order anyway and refused the discount, hiding behind a "one account per household" rule their Terms do not state. Their Terms only say "you may register for an Account"—nothing bans multiple accounts, and no household restriction appeared where they advertised the discount.Even when I went back to reorder the same products, the 35% discount was still showing in my cart—proving it's their system glitch, not me. Instead of owning it, honoring the discount, and fixing their broken promotions like a reputable company, they put the burden entirely on me.They cherry-picked vague fine print while still enrolling me for future Autoship charges—even though the initial order for my pets never arrived. Their Customer Care Manager promised "I'm here to help guide you through next steps or answer any remaining questions," but after my detailed follow-up email, they went radio silent.Chewy pretends to care about pets and "award-winning customer service," but this proves they only care about money—treating customers like criminals while protecting their profits. Don't be fooled by their empty "So sorry, we care" scripted BS. Across chat support to management, they pretend to feel your pain and "take your feedback," but they honestly don't care and won't actually help you. It doesn't seem like smart business to trade years of loyal customer profits for a $20 discount—a strange hill to die on for a company. I've never experienced anything like this before. From delays, verifications, cancellation, and ghosting, this felt 100% predatory.
HRW
Don't buy
Do not buy from this company they will send you out the wrong dog food they would not conversate for your loss they send me the wrong dog food and told me I have to wait 3 days in order for my dog to get his dog food understand the dog food that he get is not in no local grocery store and the only company that actually have his is very forward you rather just go to a whole different company because if y'all can't even box the correct food ain't no telling what else y'all can't do
Kelly Johnson
Completely unreasonable and incompetent service.
I placed a normal personal order of about $300 for pet food and supplies. Nothing exotic. Nothing in bulk. Clearly not for resale.Chewy arbitrarily decided that I am “a business” and blocked my order because it was being forwarded abroad. No proof. No discussion. No attempt to verify. Just an automated accusation and cancellation.Their reply was insulting: “We encourage businesses like yours to contact a distributor.” I am not a business. I am a private customer buying pet food for my own home.So apparently, if you live outside the US and use a forwarding service, you are treated like a criminal or a reseller. No transparency. No flexibility. No customer focus.For a company that claims to be customer-centric, this is amateur-level service.If you are an international customer or travel frequently, avoid Chewy. They do not want you as a customer.Plenty of better competitors who actually understand how global customers work.
Irene Valenti
Great policy to donate items to an animal rescue instead of returning it!
I ordered a dog bed from Chewy and it was smaller than the description online. Contacted customer service on chat. They were responsive addressing my issue. They refunded my money and asked that I donate it to an animal shelter. I just dropped off the bed at Forever Home Pet Rescue in Eustis, Florida. They were thrilled and said that a number of Chewy customers donate items to them. This is an awesome Chewy policy!
Linda Helfer
Horrible shipping and useless customer…
Horrible shipping and useless customer service. CAUTION AND CARE RECOMMENDED.
Yonah Budd
I lost my cat in December of 2025
I lost my cat in December of 2025. I informed Chewy to cancel my auto delivery products by telephone and later left a message about the situation. After no response, I sent a letter to the company about the lack of response/follow up. After being a loyal customer this is a slap in the face. I will not purchase anything from this company again. It’s okay to take my money, but not to acknowledge a deep loss. Shame on them.
Brenda Dowling
Love them
Such a lovely company and customer service. Always there to help and educate.
ArtinME
Wasted time resolve
Not very helpful,nor solutions offered,quick to resolve.And quick to resolve by tossing garbage food that cat didn't eat in trash bag for pickup than hearing they care and non sense.Go to your vet they give same discount and you cat pick it up there return full refund no questions ask value time.
Joe L
Guru bouncer treat/food dispenser great buy
Guru bouncer treat/food dispenser was great! Sturdy hard plastic that is standing up to my 100 lb dog and can fit about 2 cups of dry food. Eats slower and he loves it. Got quickly and felt price was reasonable for good product
karyn
Fast delivery not so much.
They have in the past always had fast shipping but in the past few months that has gone downhill fast. Waiting a week for items is not what their policy states. And the customer service was always superb until yet again that has gone downhill fast as well. I have been lied to about items shipping that never shipped. Like why lie about it, I don’t get it. I have now started shopping more at my local stores. It’s a shame that it has gotten to this point.
Tracy Powell
Great service!
Their customer service and the way they handled my return was exemplary. Will go to them for future pet needs!
Marco
