I had to cancel an order from Chewy on Monday for my dog's pain medicine. Reggie's been battling cancer and his pain has gotten to the point where it's time to let him go. Richard, the customer service rep I spoke with, was extremely helpful and shared his heartfelt condolences with me. Overall, great customer service experience. I couldn't have asked for more. On Tuesday, the doorbell rang. I opened the door and found a nice bouquet of flowers sitting on the front porch. Who was it from? Richard. I've spent a total of $82 at Chewy in my lifetime. I've never met Richard before. This was my first and only experience, so far, with Chewy's customer service department. To say they went the extra mile for one of their customers is an understatement. The amount of gratitude I felt from this experience had me in tears and I'll never forget it. It's so sad to say goodbye to Reggie and it will take some time to move past our family's loss. But when the time comes to get a new dog, you'd better believe I'll be shopping exclusively at Chewy. Maya Angelou said it best, "People will forget what you said, people will forget what you did, but people will always remember how you made them feel." Well done, Chewy. Well done, Richard. I can't thank you enough for the way you made me feel during a very sad time.
Just seeing this David, sorry to hear!
That is so true about people. Feelings run deep. They affect our thought processes. I had been puzzled as to why someone I had never worked with in my life teated me with disdain. We don't know one another at all. I was able.to get somewhat of an answer when I pulled them aside to ask had I offended them in anyway. The answer was. No, you just seem this way or that. I asked. Do you know me? The answer was no. I said I don't know you either. So, I can't possible pass judgment on you without having some cause. Then I was told, I worked with people who started off all friendly and stuff, then they started doing other things. How we treat one another even in our work environments matter. Most people like to keep their working and personal life separate. Yet, I believe this can backfire. People misread what you say and do. I extended a hand of friendship. Apologized if there had been any misunderstanding initially because I am playful and a jokester. I know that may rub some people the wrong way so I do tame it. I asked that we get to know one another before passing judgment. As well as Let's agree to be civil and respectful towards one another in our work. I hope this gives them a better memory.
We had a similar experience earlier this year when my three year old lab succumbed to a particularly nasty bout of lymphoma. To say we were devastated is an understatement. We called Chewy to cancel his dog food order, but upon calling they said that the next bag had already been shipped. Chewy refunded the cost of the shipment and we were able to donate the kibble to our local animal shelter, a donation in Atti's name. It's good to know Chewy is consistent with their customer care and understanding of the clients they serve. It is not the freebies, it truly is the thought that counts. You get a sense that they value their customers because they take time to show they care.
Rachel Power
2y
I’m so sorry for the loss of your beloved Reggie. Such a beautiful boy! When I recently lost my beloved kitty, Belle, I emailed Chewey and said I couldn’t bring myself to “delete” her profile as that was the only option Chewey offered on the website and app. (Words matter people) the same thing happened to me where a few days later a nice man appeared at my door with a beautiful bouquet and a heartfelt note from the Customer Service rep who answered my request for assistance in my hour of need when I was so distraught. Chewey is the BEST! So caring. So thoughtful. I’ll never forget this kind gesture.❤️
Bruce Rice
2y
First off, in no way do I want my comments to undervalue the loss of losing a beloved pet. I have been in that situation a few times, and it is heart-wrenching. With that said, what an outstanding way to build a brand. There are not many situations in business that lend themselves to this level of customer service. However, there are always ways to show kindness, compassion, and empathy. The smallest act of kindness will have far-reaching effects. @David Nay, my deepest condolences.
Lois Warner
2y
There is research about the grief process over loved pets saying it is the same level of emotional pain as loss of a loved one. I’m an animal lover. We rescue raccoons. We’re licensed. We’ve ended up keeping them when people take them in and don’t understand them. Once tamed by people you cannot release them into the wild. They will starve. We have grieved losses of personal pets and rescued ones but our dogs are loved a lot. I lost a dachshund that I still After a year cry when I get flash memories. I never hurt to bad when I lost her at age 13. It just hurts.
Chewy did the same for my dog Luke! We spent way more then $82 for his cancer, but when I called to cancel (we had two of his meds on automatic shipping) I couldn’t even talk I was crying so hard. I got reimbursed for the medication that was already sent out, and his treats as well! I can not remember his name, but the heartfelt condolences and the way he made me feel I will NEVER forget. Few days later I got the most beautiful dozen of yellow roses and a card of sympathy! Same experience as well, over the top, that you don’t ever see much anymore!
@Chewy has such wonderful customer service! I am always tickled when one of our dogs gets a handwritten birthday card. We lost one of our pets a couple years ago, and a food order was already en route to us. I called to find out how to return the food. Not only did we get a full refund, followed by a handwritten condolence card, they directed me to donate the food to a local animal shelter. They are wonderful!!
Vice President Supply Chain Management at Sundell and Associates, LLC
2yDave and Ashley, so sorry to hear this news. It breaks my heart. Thinking about the two of you...