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*this* John W. Hays' take on things and experiences

Praising Chewy

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It is unfortunately rare to hear as many stories about good customer service as there are bad experiences out in the world. Cyndie and I have a new appreciation for our primary online source of pet supplies after receiving exceptional support from the Customer Service personnel at Chewy.com.

When we struggled with treating our dog, Delilah’s mysterious illness that eventually took her life this month, Chewy was there for us before and after. Our veterinarian prescribed a special food that Chewy was able to provide, as long as we showed them the instructions from a vet.

Prior to Delilah getting sick, Cyndie had just ordered a new 50 lb. bag of dry food and a box of canned food. That package was delivered to us after Delilah started vomiting regularly. The only reason we opened the box was that it also contained some pill pockets that we tried when attempting to treat Delilah’s stomach with meds.

After nothing worked and we chose to end Delilah’s suffering, Cyndie contacted Chewy to ask if we could return the unopened box of prescribed food. The response she received surprised both of us.

Offering heartwarming condolences to start, with no return required they credited us not only for the order of special food but also for the previous purchase of foods that Cyndie hadn’t even asked about. They suggested we donate the food to a local rescue or shelter in Delilah’s memory.

A few days later, we received a delivery of roses from Chewy with further condolences for our loss.

Granted, our perception is soaked in emotion, but the understanding that Chewy as a company has demonstrated in this instance has put them on a pedestal of customer service greatness for us that is going to be hard to beat.

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Written by johnwhays

December 3, 2022 at 11:16 am

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