Grieving Pet Parents Share Extraordinary Stories About Chewy’s Customer Service

Chewy is making hearts and tails thump everywhere. 

Last week, Anna Brose took to Twitter to share the sweetest customer service experience with the online retailer. After she bid farewell to her beloved pooch, Gus, she still had a bag of his food left over. The grieving dog mom contacted Chewy about returning the unopened item and couldn't believe how the company responded.  

"They 1) gave me a full refund, 2) told me to donate the food to the shelter, and 3) had flowers delivered today with the gift note signed by the person I talked to," Brose wrote. "Gus would have been blown away!" 

While Brose was shocked by Chewy's compassion, this type of interaction is part of its ongoing mission to put pets and their parents first.

"The loss of a pet, in particular, is such a devastating experience, and we hope to provide a little brightness during a dark time," Andrew Stein, Senior Director of Customer Service at Chewy, tells "In those moments, when a customer may feel alone and in need of someone to lean on, they understand that Chewy is also part of their family."

Brose's tweet has amassed more than 744,000 likes and the replies are flooded with similar stories of positive experiences with the popular pet retailer.

"The same when I called to try to cancel an order when my dog passed. The rep cried with me and apologized profusely that the order had already been shipped, then sent flowers," one grateful shopper wrote. "Customer for life."

Another Chewy fan had their pet on a special prescription diet, but UPS wouldn't deliver the food due to an upcoming snowstorm. "I called Chewy," the customer explained. "They called UPS and convinced them it was critical to deliver AND they also refunded the cost of that case of food even though it wasn't their fault." Talk about commitment!

Other pet parents shared the personalized pet portraits that Chewy gifted them of their four-legged friends. (Yes, you read that right!)

"Chewy is a phenomenal company, when my dog passed away this last February they sent us a hand painted portrait of her that has sat on her ashes ever since," one person shared.

Stein tells us that Chewy's special commitment to pawrents has always been a top priority. "Since Chewy's very early days, empowering our incredible 'Chewtopians' to personalize their interactions with customers, take an interest in their lives, and go above and beyond with gestures like these has been essential to our culture," he writes. Well done, Chewy!

Have you had a positive experience with Chewy? Tell us on our Wide Open Pets Facebook page!

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