I used Chewy for over 3 years. I have a variety of different types of pets. Here is my take on it:
Terrible packaging for items that break, like basking bulbs. I get a replacement but that broke too because Chewy won't use any stuffing in their package. They only use a piece of brown paper. Also, they had packed heavy items with the smaller items. With no cushing in between, I received crushed cans of fish food when I order kitty litter from them. Amazon beats them in terms of shipping time and packaging.
If you order on a Friday past a certain time or the weekend, your item will not ship until Monday. So even though I thought I was getting the free 2 day shipping, and I ordered on Friday, and I did not get my shipment until Wed.
If you order some items that are not from the same warehouse, they will place a hold on your credit card without telling you. For example, I ordered meadow hay for my bunny plus some other things. I spent enough for the 2 day free shipping. My other items arrived on time but no hay. Upon reviewing my CC account, they charged me a separate amount for the fee as a 'hold.' They said they only do this because the item is coming from a warehouse from a different state. Once the item is shipped, they release the hold. I ended up getting that hay about a week and a half later. This is problematic for those who needs their food ASAP or is on a tight budget.
In light of the above, their prices for expensive premium dog and cat food and RX food is by far the best. They do have good customer service. They don't give you a hassle and resolve any issues you have (Except for changing their policy on packaging). They also have the best price on hay and substrate.
Everything else I find it cheaper and convenient to go to Petsmart or Pet Supplies Plus for price matching. Also, Petsmart stores have 75%-90% clearance bin! I had bought dog joint supplements (300 caps) for $15 (Retail and online at about $60), a big bag of hay for 0.67, and a huge fish decor piece for $5 (Retail at $50). Clearance items + 75% = win for all.
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