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An Honest Review...

A Shorter (Than Usual) Post About My Own Experience

By Jackie SterlingPublished 6 years ago 4 min read
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Recently, my family and I got ourselves a new, four-legged addition to the family. Our "Beast" (which is what we named him) is now 130-pounds of ruff, and he's only 1.5 years old. So you can imagine how much money we had "budgeted" into their food cost (like... $20). Working in the veterinary field has opened my eyes to what veterinary professionals consider good quality food versus "you don't know what you're really getting" food. I can talk about this subject for four more posts, but I promised (in the subtitle) to keep this relatively short(er).

After shopping around for a long time, we finally came to discover that ordering our dogs' food from Chewy.com was cheaper than other options. But after the initial, fairly significant discount to auto-ship the food we picked out, I realized we couldn't fit the cost into the budget.

We have been really strapped for money (due to other life stuff happening), in a situation where my dogs were TOTALLY out of dog food, and in desperate need of more. But I didn't want to spend extra money just to fill in the gaps. So I moved up the auto-ship by a day, after finding out they haven't charged us for it yet.

MY DOGS HAVE ZERO DOG FOOD LEFT!!!!

NOOOOOOOOOOO!!!

Little did I know, I was gonna get charged $15 more than when I first ordered the bag (exact same food and same sized bag!). A day before this happened, I had to buy a small (like ten pound) bag of dog food just to hold my dogs over, it was not the same brand they were eating, but it was still a good quality food. So I decided to see how much this same brand of food would cost me per month. I found out... A LOT LESS. I calculated money per pound of food of course. When you have to feed dogs ten cups of food total per day...that adds up.

Anyway, so within the hour of purchasing my second auto-ship order, I contacted customer service via their online chat platform on their website and told them I needed to cancel my shipment. The lady then told me that she could not cancel it as it was already being packed up by the facility to get shipped out (WOW FAST!), but that she would put through an order to FedEx to redirect that order back to one of their facilities, and refund my order within three to five business days. I thanked her promptly and told her I was switching to a more affordable dog food and will order that one when my refund came through.

Two days went by.

Late evening that second day (since the offer two-day shipping), the FedEx truck pulled in our driveway. We thought we were getting a different package, until my husband brought in this GIANT box with Chewy's brand packaging slapped all over it.

OH. NO.

We received the auto-ship order and the first thing I thought was, "I'm not getting that refund back." So I called up their customer service number this time. Here's where it gets good:

They picked up after the phone rang TWICE. TWICE!!! And not an answering machine that will give you options as to what you are calling about, we all know the, "please press one if you're...press two if you're... press three..." and the list goes on. NO. I GOT AN ACTUAL PERSON ANSWERING THE PHONE. I was shocked and frankly, really surprised when I heard the guy greet me. I don't even remember his name I was so shocked. He then asked me a few questions to get to my order and told me that my refund was being processed in three to five business days. I asked him what I would need to do to send the bag of food back, and he said that it was a mistake on their end (which it was not), and that I'm good to just keep the bag. I was in deep shock, because it cost A LOT of money. I asked if he was sure (twice) and he said yes, and that if I'm not going to use that bag of food, I could donate it to a local animal shelter. I promptly thanked him and wished him a good weekend. (YES, THIS HAPPENED ON A SATURDAY!)

THIS...THIS IS WHAT I CALL EXCEPTIONAL CUSTOMER SERVICE!!! For a giant corporation like that, it's HUGE. And I'm not the only one that thinks so, I'm sure you've read a handful of stories like THIS one. I cannot rave enough about how impressed I am about this. If you're thinking of a company to go with as far as ordering stuff for your four-legged family members...I highly recommend Chewy.com.

P.S. Thank you for the free bag of food. My dogs and this family greatly appreciate it. Can't tell you how much of blessing this is, and how this goes above and beyond, even when the mistake was not made by the company or your representatives.

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About the Creator

Jackie Sterling

Born in Hong Kong, grew up in Singapore, studied in Hawaii, and now reside in Michigan. Mom of 2 going on 3, wife of 4 years and counting, dog loving, work-out enthusiast, who loves God, the outdoors and works as a licensed veterinary tech.

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