I felt it was necessary to update my review of Mr. Chewy after dealing with their customer service last night (spoiler alert- their customer service is REALLY GOOD). I mentioned in my last review that I ordered dehydrated food from The Honest Kitchen in an attempt to find something that would agree with Pearl’s sensitive stomach and address some of her allergy symptoms. However, my dog, who will normally eat anything (except for rabbit meat), did not want to eat it. So, I called Mr. Chewy. On the website, Mr. Chewy’s policy states that they will “happily accept packages within 365 days of the sale date and we’ll give you a complete refund. Oh ya, we’ll also pay for the return shipping. All we ask is that the product is not used or expired, is in the same condition you received it and is in the original box and/or packaging.” I had already opened the bag and used some of it, so I was not expecting to be able to return it. But because people may use Mr. Chewy to buy and try new food that is not available to them locally, I figured that this was not a totally unique problem and that it couldn’t hurt to call and see what they could do for me.
When I called their 24/7 customer service line, the phone was answered quickly by a real (and friendly) person who addressed my questions. I was told to donate the leftover food to a shelter or rescue organization that could use it and they would give me a full refund. I did not even have to send back the opened food. This goes above and beyond what I was expecting them to do, since really I should have known better than to buy a new and expensive food without getting a sample or at least a smaller bag first. And since they were so pleasant to deal with and so accommodating, I really wanted to share this part of my experience. I am definitely planning to order from Mr. Chewy again and am even more confident in recommending them to others.
If you look on their website, Mr. Chewy states that they want you to be “delighted, enchanted, blown away, jubilant, thrilled, ecstatic, tickled pink, euphoric, overjoyed, pleasantly surprised, elated, flying high, excited, and definitely over the moon about your experience with us.” I have to say that I laughed when I first read this but, after this experience, I truly am very impressed and can tell that they take this policy to heart.
P.S. Just a reminder, if you use my discount code, PEAR5654, on your first order, you can save 10% on your order and Mr. Chewy will donate $10 to Best Friends Animal Society.