For those with pets - Chewy.com *Update in OP*

[periwinkle]

Update - We just received a beautiful arrangement from Chewy, I'm in tears.  I am so amazed by this company.




I posted that we had to put our dog down yesterday (thank you so much everyone for the condolences), and I just needed to recommend Chewy.com for the pet owners out there.  Since our pup's diagnosis came out of the blue we received our dog food via autoship by the time we realized we had to let her go.  I had this $80 40lb bag of food and obviously she would not be eating it.  I emailed Chewy to ask if it could be returned, but said that I understood if it couldn't and I would donate it to our nearby shelter.  Within an hour I received the response below, I just need to share it because it's so rare these days to see this kind of customer service.  It was so wonderful and unexpected to get such a nice message and to have them completely refund us while allowing us to donate the food.    

Hey there *periwinkle*,

I'm so sorry to hear that. I did process a refund for you. You'll find a total of $84.96 back on your card ending in **** in 3-5 business days and I've cancelled your Autoship as well. You aren't required to send it back. We'd really appreciate it if you could donate that bag of food to a local animal shelter as you've mentioned. It seems you may have one in mind. I'm sure this must be hard for you, as dogs are known to be humanity's best friend. Once a dog has captured your heart, there is no turning back. Their lives are short, but the lessons they teach go on: patience, kindness, affection, always a listening ear, and true unconditional love. With great sadness, we are sending you all of our love and comfort during this hard time. Remember that your dog hates seeing you down and would do anything in their power to cheer you up. I hope you keep the fondest memories close to your heart, and dedicate a smile to your beloved furry pal.

Know that my heart goes out to you, and we, at Chewy, are always here if you need anything, even if it's just someone to talk to.

Peace, Love, and Pawprints,

Terrina
Customer Service
Chewy

[speckledfrog]

</3   What a lovely message.

[rageragerage]

I'm not crying at work, I'm not crying at work.

[TR]

I'm not crying, you're crying!

[BaliHai]

How wonderful of them.

I am so sorry for your loss.

[kris356]

First, I am so sorry about your dog. ((hugs))

Second, I saw on FB a similar post and they even sent the owner flowers! Very cool company.

[cleo29]

That is so sweet. I am sorry for your loss.

[periwinkle]

I said to my H, "Oh Chewy wrote me back about the food" and a minute later I was sobbing. He was confused for a second until he read it, then he was crying too.

I wrote them back earlier thanking them for the message and refund and they just responded again and said if I wanted to share a picture/memories of her with them to feel free. I sent a pic and shared a few details about her. I feel kinda crazy but it's nice to talk about her.

[circa1978]

That is incredible. Hugs to you.

[mrsd2006]

Jan 24, 2017 13:42:18 GMT -5 kris356 said:

First, I am so sorry about your dog. ((hugs))

Second, I saw on FB a similar post and they even sent the owner flowers! Very cool company.

I'm so sorry about your dog. I've seen that FB post too, OP you'll have to let us know if they send you flowers! 

[bl]

I am so sorry for the loss of your sweet girl. Thank you for sharing, that response is incredible and I will look into using them instead of Amazon for our guys food.

[dottyblue]

I love Chewy.com. Use them for my pet food and they have been nothing but wonderful.

(((hugs))) to you periwinkle I'm so sorry for the loss of your pup.

[tillie]

I'm so sorry about your dog. We are on automatic shipment of dog food for our pups through Chewy ad have always thought they were great. This just confirms it. ((Hugs))

[kdmac]

How sweet! I am definitely crying! so sorry about your dog.

[CloudBee]

Oh my goodness. We actually received a coupon in the mail from Chewy a few days ago. Now I'm definitely going to give them a try.

[CloudBee]

Jan 24, 2017 13:44:45 GMT -5 periwinkle said:

I said to my H, "Oh Chewy wrote me back about the food" and a minute later I was sobbing. He was confused for a second until he read it, then he was crying too.

I wrote them back earlier thanking them for the message and refund and they just responded again and said if I wanted to share a picture/memories of her with them to feel free. I sent a pic and shared a few details about her. I feel kinda crazy but it's nice to talk about her.

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[liverandonions]

Jan 24, 2017 13:38:02 GMT -5 TR said:

I'm not crying, you're crying!

Ditto!

[childofhiphop]

We love chewy.com

[atarianna]

I am so sorry for your loss. I started using Chewy last summer and got a truly handwritten Christmas card from them (their CEO, I think....) and have had at least one other correspondence from them where it was personal, and and written. 

I have been thrilled with their prices, shipping and customer service. I am happy to see a real and compassionate company. 

[brooke77]

Their response brought tears to my eyes. I'll check them out.

So sorry for your loss.

[meowmaps]

I'm so sorry for your loss.

I love Chewy. It wasn't the same circumstance but we had some issue with a food shipment and they also told us to go ahead and donate it rather than mail it back to them. I think they have some of the best customer service around.

[berbles]

That is so sweet. I'm so sorry about your pup.

[Aloe Vera]

So sorry for your loss.

This is great customer service indeed. It brought tears to my eyes.
I will say that most places who take back food (human or pet) can't sell it back because they don't know how it was stored or if it was tempered with. They'd have to destroy it.

[smashley]

They are the best. They send me a Christmas card every year too!

I'm so sorry for your loss.

[minerswife17]

Wow. That's amazing! My grandma uses chewy already and has always raved about them. I'm so glad they were so thoughtful and sincere. I'm so sorry again.

[orangello]

I am so sorry about your dog. That message is incredible, and I am totally crying. I love Chewy and have used them, but I am going to make sure I use them more now.

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[nicechicken]

That made me tear up.
I had doggy GPS, and when I cancelled because he had passed, they sent me a condolence card.

[mel]

That is so sweet!!!

Goddamnit, who's cutting onions???

[jlt19]

What a wondeful company.

I'm so sorry for your loss.

[UMaineTeach]

So nice!

I just place my first order with them last week, after Wag.com was out all types/flavors of our food for a week and a half and the cat was going to starve (not really...clearly I would drive the 45 minutes each way to an actual store, but still.)

The wet food was cheaper than Wag too. We don't really have the need for autoship to get the discount though with only 1 cat.