Jason Feifer’s Post

Chewy is the best, which is why I also featured them in my book, The Experience Maker. They sent a customer service email to one customer that I officially deem the greatest customer service email in the history of either email or customer service. 😂 My daughter just received an oil painting of her TURTLE. And what they do after a pet passes is truly remarkable because, in theory, the customer just ceased being a customer. (Of course, Chewy knows darn well that most pet owners will eventually get another pet.) How many other companies have such an amazing off-boarding experience? I count none.

I was stressing about the fact that I had just stocked up on cat litter, food, and diabetic supplies for my cat before she unexpectedly passed away less than 2 weeks later. I reached out asking how returns work and their response brought me to tears.  No flowers, but the unbelievably compassionate, empathetic response giving their condolences and the fact that I didn't need to worry about finding a box to send it all back in and the full refund that had already hit my account made a WORLD of difference. Especially considering the $5000 vet bills that I'm still dealing with.  There was no questions or hesitation... they just did it. Above and beyond what I expected. I already liked the company, but I will always remember that most about them and will recommend them to anyone and everyone from now on.  They got some angels over there ♡♡♡

A great company to recommend and to deal with, all about our furry "children".

This is great. Unfortunately I have had a very different experience with #Chewy. I was a loyal customer for more than 10 years. Then they started sending damaged product. Every single shipment. Sure, they often refunded and suggested I donate to a shelter but if I wouldn't feed it to my animals I wouldn't feed it to any animal. After more than a year of this, I stopped using them. Problem solved. Oh, and no flowers for my furiends who had passed during those years, no portraits. I didn't even know they did this. Just a constant battle to receive undamaged product.

I can’t comment enough on how Chewy continues to bridge the gap between digital and human connections. When my dog died they sent me a condolence card. Since then I have gotten a new dog and her birthday was about a month ago. They sent me a Happy Birthday card. Not an email. An actual card. As a business owner that focuses on digital strategy they are a company I always keep my eye on because my team and I always look to bridge the gap between technology and people. It’s not one or the other. It is how you make the two work together so that people feel like people. Good job #chewy

Consumers end up paying for this long-run. Chewy bills back their vendors the cost of the food and/or seeks trade concessions meaning long-run the manufacturer raises prices to cover increased expenses from returns or marketing expenses. The consumer is paying for this - they just don’t realize it because the cost is bore by an indirect connection. Consumers need to be made more aware of these gimmicks. And Chewy still can’t make money…

Chewy is an AMAZING company from a client perspective. Have dealt with them on several occasions, from damaged product, to prescription meds and prescription food and they go above and beyond. Customer service is #1 and something lacking in most companies these days. It's hard to find a phone #, let alone get anyone on the phone. Chewy actually gets it.... Happy clients = loyal business. Your example doesn't surprise me in the least bit.

Meanwhile, I got many experiences that customer services tried to make life more difficult for customers, even going as far as denying their rights of the products. For what? So the companies can be more profitable. For example, when problems arise, the customer services are told to deny every request of the customers for a refund by any means to "protect" the company. Perhaps they may win when no customer is successful in asking for a refund thus the company is "saved" from paying more than "necessary". However the disappointed customers then will search for the same goods elsewhere.  Thus this so-called "profit" will be short term because they are losing customers one by one each day and finally it will go bankrupt when there are hardly any customers left. I think great products will make people interested to buy but great customer service teams will turn them into loyal customers

I am amazed of chewys customer care and concern for us pet parents, truly a business that really cares about their 2 legged and 4 legged customers, we got flowers from them as well. Also just got a replacement cover from petplay for one of our P.L.A.Y. dog beds, so happy will continue to purchase from both these amazing companies!! Also had similar experience from Pet Meds. Shout out to these companies that it's not just a business but care 😍🐶😍🐾😍🐱😍

I lost my bulldog to heart failure and my boxer because the vet said he truly died from a broken heart (they we best friends). When I contacted Chewy because our AutoShip was delivered right after they passed. I contacted them and they did the same, told me to donate the food at a shelter, gave me a full refund, as well as sent flowers. They truly have the best customer service I’ve ever experienced and they’re also so empathetic in a time where a lot of companies are so laser focused on profits. They will always be my go-to.