Complain About Chewy.com Autoship - learn how to file a complaint

Contact Methods for Chewy

Immediate to 48 hours, but honestly, waiting for that 'your issue is resolved' email can feel like a lifetime.

• Call them super early in the morning or late at night. Their 24/7 support is great, but you'll skip the midday rush.
• Use the live chat feature. You can save a transcript of the conversation for your records.
• Have your order number, account email, and Autoship details ready before you even start the call or chat. Don't give them an excuse to put you on hold.

If Chewy's support team is giving you the runaround, your next stop should be the Better Business Bureau (BBB). Filing a complaint there is free and gets your issue in front of a different team at Chewy, one that handles public-facing disputes. Chewy is a BBB accredited business and seems to respond to most complaints filed there. It's not instant, though. BBB works, but prepare to wait a week or two for the process to even get started. You have to try resolving it with Chewy first, so make sure you mention your previous attempts in your BBB complaint.

Subject: Formal Complaint Regarding Autoship Issue on Account [[Your Email or Account #]]

To Whom It May Concern,

I am writing again to resolve an issue with my Autoship order, [[Order #]]. This is my second time contacting you about this problem, and my patience is wearing thin.

On [[Date]], I was incorrectly charged [[$Amount]] for an item I had already cancelled from my Autoship schedule. Frankly, having to chase this refund and spend my time correcting your company's billing error has been incredibly frustrating and inconvenient.

To resolve this, I need you to issue a full refund of [[$Amount]] to my original payment method immediately. I also require a written confirmation that the item has been permanently removed from my Autoship and that this will not happen again.

If I do not receive a satisfactory response and confirmation of my refund within 48 hours, my next step will be to file a chargeback with my credit card provider and report this to the Better Business Bureau.

Thank you for your prompt attention to this matter.

[[Your Name]]

Pro Tips for Making Your Complaint Heard

• Ask for a supervisor immediately. If the first person you speak to is just reading from a script, politely say, 'I'd like to speak with a supervisor or manager who can resolve this now.'
• Use their social media for public pressure. A public post on X (formerly Twitter) tagging @Chewy with your issue (don't post personal info) can get their social media team involved, and they are often empowered to solve problems quickly.
• Request a confirmation email. Whatever they promise you on the phone or chat, ask them to send a confirmation email summarizing the resolution. This creates a paper trail.
• Reference your past interactions. One user on Reddit mentioned they finally got a refund after their third call, but only when they started the conversation with, 'This is my third call about reference number 12345. My first two calls were on Monday and Wednesday.' It shows you're organized and not going away.

Tired of finding a surprise Chewy box on your porch for an Autoship you swear you cancelled weeks ago? Sound familiar? It's exhausting having to call support, navigate their phone menu, and explain the same problem over and over again. Honestly, who has time for that? Pine AI can handle the entire complaint process for you. No hold music. No repeating your order number five times. We draft the complaint, send it, and handle the follow-ups until your issue with Chewy is actually resolved. Let us deal with the headache.