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With Heartfelt Sympathy…

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Sent from reader, Carrie:

Hi Collin. Last week, we had to put our boxer dog down. It was really sad.

I had ordered a lifting aid for her from Chewy.com and it just didn’t work. It kept falling off. Anyway, I had a chat with Chewy.com and they said no problem, they would credit my account and to donate it to our local shelter.

Just a few days ago, I received this card in the mail from them. I cannot express how awesome their customer service is. I was so touched by the card, it made me cry. I just wanted to share because I know customer service is very important to you. Thank you for all you do!

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Comments 69

  1. Melissa

    I’ve never shopped Chewy.com before— but I will now. Seeing this (and reading commenters’ similar experiences) makes it clear that they are a company that truly values fur family as well as their customers. They just earned a new loyal customer.

  2. Lmb

    Carrie, so sorry to hear about your loss. Our pets truly are part of our family.

  3. Carol

    I’m going to brag….. My daughter works at Chewy and thoroughly enjoys her position! She marvels at how the atmosphere is so great! They treat their employees quite well

  4. Brenda

    Carrie, so sorry to hear about your loss. My husband and I just adopted 2 orphan cats. I have thought of checking out this company and definitely will do so now. Thanks for sharing.

  5. Angela

    I always shop chewy.com because they have amazing customer service!!

  6. Mjp123

    Sorry for your loss. I had a great experience with Chewy also. I have been ordering a 24 pound bag of their dog food monthly and suddenly my dog didn’t like it anymore I called them to ask if they changed the formula and they said no and perhaps I got an off batch so they sent me a new bag for free I didn’t even ask for it they volunteered it.

  7. Jem

    I am sorry for your loss 🙁
    I do agree, Chewy and its customer service is amazing and exemplary. I ordered gifts for my brother’s rescue dog last Christmas and they sent me a card asking how everything is and if the puppy is enjoying the bed I bought, etc. I realized that the card was actually handwritten and not just some computer-printed/ generated letter. I loved it! It felt sincere and so personable for them to take the time to write and send me a card. I honestly was surprised – it was a breath of fresh air as I no longer know a lot of companies that treat their customers positively like this.

  8. Joy

    So sorry for your loss. I’ve never shopped at Chewys but will now!!

  9. grr

    Carrie, so sorry to hear about your beloved dog…and thank you for sharing your story about Chewy.com. I had a similar experience with them not long ago. Our cat had kidney disease and I had been ordering special canned food by the case from Chewy because it was unavailable in stores. Shortly after ordering my second case, our poor cat took a turn for the worse and didn’t make it. I had heard of Chewy crediting another customer’s account so I contacted them and they also had me donate my unused case of food to a local shelter. We have only 2 cats now but Chewy has a grateful and loyal customer thanks to their great service.

  10. Sara

    Friends of ours ordered from there for their Doberman. He passed away about a month ago and they sent her a hand written card AND a large bouquet of flowers. Then, just yesterday, they sent her a hand painted portrait of her Doberman, Joker. They literally copied a picture of him and painted it for here. They are amazing!!!! I’ve never heard of a company like this before!

  11. Rosia

    So sad to lose a pet 😢 thank you for sharing this. Sounds like a wonderful company that I will now be looking into!

  12. *Angela-Miles*

    Just now seeing this for some reason, but I am sobbing!! What an unselfish company they are. Condolences for you doggy, pets are so apart of the family and love unconditionally!
    We lost one of our beloved cats 5 months ago, and I still cry whenever I talk to someone about him. He crosses my mind every day…and even though he had cancer I still feel like I let him down somehow. I know there was not much we could do, but he was like a child. Did everything with me. Regrets aside, I feel your pain and hope ya’ll are remembering the fun memories you had with your dog Carrie. God bless ya and thanks for sharing!. My kitty will always have a piece of my heart.
    And from this animal lover, sorry for my emotional story. Gotta go wash my face from all these tears Lol :-/

  13. Katrina

    I had a miscarriage in 2015 and again in 2016. With the first one I stocked up on diapers from amazon, every time they went on sale. I called customer service trying g yo return them, and the gentleman asked me the reason for the return…and I just lost it. I broke down crying and he told me to donate them and he would credit me the full purchase price. It was around the holidays so there were several drives going on in the area. I dropped off so many boxes of diapers. It felt good to do something for other in memory of our lost little one…and it felt good to know that in tough times some companies still have a heart.

  14. OCbutterfly99

    What a wonderful story. Now I am going to be a lifetime customer here if and when I get pets. So sweet! Brought tears to my eyes. This is what it’s all about! Love and light to all.

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