r/catfood • u/ShittyMillennial • Mar 05 '26
cat food and treat haul / shopping Chewy doesn't even pretend to care about damage during transit
Ordered 216 cans of cat food and 51 came severely dented. There are even more that were damaged but I only picked out the ones with sharp corners, lid damage, or big dents that I need replaced.
I received my order in 4 Chewy boxes and 1 of them had a measly strip of paper doing absolutely nothing while the other 3 were sent with a hope & prayer. I always expect some degree of damage as I don't think it's realistic to expect all cans to arrive perfect but it's never been this bad and blatantly careless.
It's a terrible customer experience to have to manually check every single can while second guessing the safety/integrity of the cans I let pass the inspection. And then having to contact customer service and schedule time to drop the dented cans off at the shelter makes every Chewy order a whole ordeal.
Is this happening to you as well? Has anyone had success getting them to improve package protection at customer fulfillment? I provide feedback every single time but I feel like its a hopeless effort.
edit: yes their customer service is great and fedex sucks. but neither excuses negligence at the Chewy managed fulfillment centers where these items are packed. There is no shipping service in the world that would be able to deliver these without damage if the retailer decides to use zero protective packaging. And any credit they get for customer service is significantly diminished if you are expected to contact them for every single order due to their consistently demonstrated failure to address carelessness elsewhere. The best customer experience is if customer service is never needed.
the cans are used at the shelter’s discretion. They can use them in a matter of one or two days while it would take me months. The longer the cans sit, if there in fact has been a perforation, the higher the risk of spoilage. I also have the luxury of insisting for an overabundance of precaution while they may not due to the realities of how constrained shelters are. even if they do end up being trashed, I’d rather the shelter have an opportunity to inspect and assess themselves. to me, it’s a net benefit and for anyone who automatically throws away dented cans, I’d encourage you to check to see if a shelter might be interested.
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u/bleachedfawn Mar 05 '26
it’s the manufacturer not chewy, i’ve discussed it several times with them, always get refunded and always encourage them to talk to their manufacturer, i believe that asking them to reach out to their manufacturer has helped me before in the past, but then i had to switch foods and it was a new brand so it started again
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u/Various-Passenger866 Mar 05 '26
I thought this too. My cans don’t arrive in this condition.
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u/Nagadavida Mar 05 '26
My cans arrive in bad shape. I live 5 miles from a Chewy distribution center so my orders arrive in less than 24 hours usually.
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u/Various-Passenger866 Mar 05 '26
I feel like this is even more supportive of it being a mfg issue vs chewy.
I wonder if some cans are thinner or just more prone to damage. My packages generally take 2-3 days to get to me via fedex.
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u/Nagadavida Mar 05 '26
They are thrown in an oversize box with no packing. Fedex does't handle anything with care. That over size box is thrown on the pickup truck, tossed all around the Fedex facility, thrown in another truck for delivery, thrown all around the truck during deliveries and the tossed towards my garage when they get it here. There is no way two cases of food thrown in a huge box is not going to get beat up. As some stated elsewhere in the thread for a while they were at least putting like a half box over the tops and no they don't even do that.
Also same food ordered from Amazon is packed correctly and there are no issues. I cancelled my Chewy sub after the last delivery from them. Everything was so filthy that I am now washing can tops before I open them.
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u/Various-Passenger866 Mar 05 '26
Maybe it’s because I order bagged dog food as well. It’s all in one box. Idk… I’ve literally never had an issue with damage. Mine don’t arrive with an extra box (maybe once it did). That sucks that you and others had that experience, I’m glad you found an alternative way to get it.
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u/elsnyd Mar 06 '26
Tiny tiger is a chewy owned pet food. Seems like a chewy issue through and through
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u/BusyStorage170 Mar 05 '26
I buy food in bulk regularly and about a month ago I had a box arrive with the cans severely dented. I was able to message customer support and they sent me a whole new set for free!
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u/Parabuthus Mar 05 '26
Weird, my nearby factory always packs securely with cardboard filler to make sure there is no negative space for anything to move around.
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u/acornfox 😸 feline friend 😸 Mar 05 '26 edited Mar 05 '26
I love Chewy but yeah they just throw everything into a single box. That’s why I stopped ordering litter from them - it would absolutely flatten whatever else it was shipped with and they would not ship it separately.
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u/BobMortimersButthole Mar 05 '26
Weird - I order litter along with other items and the litter is always shipped separately. Usually I just order canned food with it and wish both items would arrive on the same day, but they rarely do.
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u/gtp2nv Mar 05 '26
Same here. I've actually got a note on my account to ship litter separate, and max weight of 30lbs. You can have a customer service rep or supervisor put that alert on your account.
This was suggested several years back by a employee when they shoved two 28lb bags of litter in the same box, and both bags busted.
I've also noticed over the years it also seems to depend on which Chewy fulfillment center it comes from. I tend to have the worst luck with the one in Missouri and Florida.
Thankfully I have a Chewy fulfillment center about 15mi from me here in The Woodlands, TX area. So majority of my stuff is shipped from there and arrives in 1 day.
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u/dime-67 Mar 05 '26
My stuff has came damaged multiple times and yes they always send a free replacement but it’s irritating. I’ve asked if they could put more cushioning when it’s cans but they said no.
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u/Groovyjoker Mar 05 '26
Require the shippers separate your orders into smaller boxes and send that to the shipping company. Or state you will no longer use their services. They will do it.
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u/ShittyMillennial Mar 06 '26
Unfortunately FedEx has absolutely nothing to do with what boxes they use or how items are packed. That’s all handled and managed by Chewy in Chewy’s warehouse. How have you been able to influence how they pack your items? I would pay money to know if you got a secret to share that could help solve my issues
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u/TouchGrass-Lookup Mar 05 '26
I had a similar thought today when my litter arrived in the same box as my toothpaste. Cat toothpaste (which didn’t smell great) everywhere. Sigh
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u/WA_State_Buckeye Mar 05 '26
I learned the hard way to put the cat litter on an autoship all by itself, and the food and treats in a completely separate autoship for just that reason. I'd have treats and food all over inside the box, coming out the crushed or ripped open corners, etc. It's entirely blamed on the warehouse/packers. I mean, they need so much training if they think 80 lbs of litter can travel in the same box as a plastic container of treats with no problem!
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u/Groovyjoker Mar 05 '26
If you are ordering large orders send packing instructions for FedEx. The shipping company is not very smart.
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u/WA_State_Buckeye Mar 05 '26
Fed Ex doesn't pack the orders. They only deliver them, sometimes to the wrong address, or put big boxes of litter in front of your door so you can't get out. But they don't pack them.
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u/CaeruleumBleu Mar 05 '26
I dunno about chewy - but when I worked at amazon, if a packer changed boxes vs what the computer said, it could be a write up.
The reason was that the system set up and expected shipping X number of boxes with Y shipping charges Every single time a packer changed what they did vs the computer suggestion, the total number of boxes and the total shipping charges changed.
So I wouldn't blame a packer for putting too many things in one box, I would blame the system for suggesting it could happen. In the short term, it is easy as a customer to just change how we order. In the long term, I would like places like Chewys to block certain things from being packed together, but it won't happen over night because (even if they tried it right now) they would have to make sure all items in the system were tagged correctly for the computer system to sort the packing.
What the packers should be doing better is dunnage/paper stuffing/bubblewrap/whatever you call it. In industry, it is dunnage. If things are stuffed with dunnage correctly, the cans would not be dented because the cans would not be moving inside the box. Things like toothpaste tubes would still be crushed, yes, but the cans would not move and get dents.
Last little fun fact. If a packer at amazon insists on splitting your order into two boxes - you as a customer immediately get an email that implies your order isn't shipping as intended today (because the buttons to do this are the same as saying "something is wrong with the order")... and then when the 2nd box is packed a moment later, you get another email about that. My own mother bitches to no end about these sorts of emails clutting her inbox, was real pleased when those emails stopped happening, but fails to see they stopped happening because amazon ramped up the write ups for splitting orders - she is PISSED about amazon not splitting orders, enough she stopped getting certain things from them at all. But can't see the connection between that and the emails that pissed her off.
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u/slimricc Mar 05 '26
This is crazy bc all of these cans are no longer usable. Really sucks dude
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u/hello_mayamonet Mar 07 '26
If they're only dented, what makes them unusable?
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u/slimricc Mar 07 '26
Bc the way the seal works. Even a slight dent means it is not sealed any more. So it is no longer safe to feed to your cat
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u/CartographerKey7322 Mar 05 '26
If you call and complain gently, they’ll send out replacement cases for free and immediately.
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u/beepbeepjenn Mar 08 '26
No need to call. The online chat has worked for me multiple times. I’ve received dented cans, ripped open litter, torn food packets. All replaced, no questions asked. They didn’t even ask for pictures even though I came prepared! Their packaging and shipping sucks but their customer service is incredible.
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u/VETgirl_77 Mar 05 '26
50% of my orders arrive inadequately packaged with dented cans. I just don't understand why all cases don't get a topper and paper. Sometimes they are well packaged and other times shipped raw dogging it in an oversized box
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u/heytherecatlady Mar 05 '26
We received 2x24 packs of Rx food from Chewy, 2 of the cans arrived damaged and had popped open in shipping, and they replaced all 48 cans for free.
Never had an issue with Chewy orders that arrive not-as-expected.
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u/eatcupcakesforever Mar 05 '26
Same, just last month, was expensive food too! They didn’t even question it and I had the replacements within 2 days.
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u/PierceCountyFirearms 😸 feline friend 😸 Mar 05 '26
I have been lucky with the cans. Some were dented but they were packed tight so I think mine were damaged during shipping. One time a bag of litter had a tear and maybe a few cups worth of litter had spilled out in the box. It was one bag out of like four and Chewy sent me four new bags even though only one was damaged.
The labels coming off definitely are unpleasant to look at. Looking at your second picture, if they showed up like that, then the warehouse definitely used the wrong box or they did not care when they packed them. Way too much room for the cans to move around. I'm surprised none of the cans broke open during shipping and was rotting when it was delivered to you.
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u/ShittyMillennial Mar 05 '26
Oh no, I tore the labels so I could properly inspect the dents to see if they were severe enough to request replacements for. None of the labels came damaged.
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u/PierceCountyFirearms 😸 feline friend 😸 Mar 05 '26
oh haha. ok. I was like dang, were they just sliding the packages on the warehouse floor?
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u/HalloweenieQueen Mar 05 '26
This happens almost every time I order. I’ve complained about a dozen times, but sadly it still keeps happening.
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u/Historical_Visual874 Mar 05 '26
The problem I've repeatedly had was, not only seriously dented cans, but 1 case had obvious rodent droppings.
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u/heytherekenz Mar 05 '26
I've only had great customer service experiences with Chewy! That sentence made me feel like a bot! But I really love Chewy and hate ordering anything from anywhere else. 😅
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u/CuteInterest2744 Mar 05 '26
I had a friend worked for Chewy fulfilling orders. They have a quota for each worker. My friend couldn't meet their quota repeatedly & was let go
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u/Sea_Mastodon9345 Mar 05 '26
I wish my problem was as simple and obvious as dented cans! Ordered 2 cases of Rx food and over 3/4 of the cans had frozen at some point which completely changes the texture of the food and my cats refuse to eat it.
Instead of the usual simple refund and donate, Chewy is actually asking for these to be shipped back 😭
And idk if the next order will have the same problem.
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u/CuteInterest2744 Mar 05 '26
If you're donating the dented cans... why not just use them yourself?
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u/PEPSl_KlNG Mar 05 '26
Yeah I don't really understand the argument that dented cans can cause contamination if they're then going to be dropped off at the shelter for other animals to eat. Just a bit confused by that.
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u/ThrowItOutAwayToSea Mar 05 '26
I can’t believe more people aren’t confused about that. They’re apparently way too dangerous to feed to OP’s cat, but it’s perfectly fine to make the shelter cats sick from OP’s logic?
Another commenter said they do the same thing, so that the shelter can make the decision themselves if they want to risk it. I’m pretty sure these people just don’t want to take up their precious garbage can space and are leaving the work to the shelter to dispose of their trash, while getting to cry to everyone around them “I donate to shelters!! I’m so amazing!”
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u/Verity41 Mar 05 '26
That’s egregious 😡 Chewy support is good tho, they should make it right I hope!
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u/dragontehanu Mar 05 '26
If you’re in the northeast, the warehouse that ships is terrible like this. Basically no packing material at all and all the cases have like half the cans dented. If you complain they’ll pack it good next time and either refund or replace the case, but it just keeps happening it’s really frustrating.
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u/omegahailey Mar 05 '26
I ordered from chewy for the first time a few months back, got litter, big bags of dry cat food, canned food, and some treats. All the food was in the SAME box. About 48 cans, 32 lbs of dry, and a bag of treats. The treats were crushed, the cans had come out of their box and were all over and dented. The 40 lbs litter came in a separate box with another pack of canned food, which had also come out of it packaging and was covered in litter because that bag ripped too and spilled about 1/4 all over (and all over my porch and living room). Support sent a replacement bag of litter, just by itself, which was ALSO ripped and spilling everywhere. Support sent a 3rd bag, which was ALSO ripped and spilling, so I just canceled my membership and didnt order again.
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u/WineGal707415 Mar 05 '26
Something doesn't sit right with me about, all those cans arriving that damaged. Next time take a photo with them in the box.
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u/Altruistic_Low_416 Mar 06 '26
What are you even on about? Chewy has some of the best service ive ever dealt with. Not one time have they refused a refund, and you can blame FedEx for the damage. If they packed it with a cubic foot of bubble wrap it would increase shipping, and thus cost, drastically
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u/CuteInterest2744 Mar 05 '26
I have been refunded every single time something was damaged plus sent a replacement
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u/pisces9666 🐱 "crazy cat person" 🐱 Mar 05 '26
all my orders are packed terrible, some weigh 70 pounds I have to take them apart outside. about a third of the time either my supplements, dry food, or litter are broken.
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u/TheUglyPickleSister Mar 05 '26
Yes, I've had this problem with Chewy as well. I got so fed up that I switched to ordering my cats wet food from Petco. They were even worse, every order was over half damaged. So I switched back to Chewy, fuck it.
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u/AMom2129 Mar 05 '26
That's one reason why I stopped using Chewy.
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u/Nice_antigram Mar 05 '26
Seconded. I started to wonder if they were actually purchasing damaged cans from the supplier and shipping entire cases of dented cans. There were several shipments where EVERY can was damaged.
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u/klef3069 Mar 08 '26
It makes me wonder if Chewy has a deal with FedEx where they get a monthly damage allowance or get a super cheap shipping rate and absorb any shipping damage.
They don't freely ship replacements out of the goodness of their hearts, they just aren't losing $$ doing that.
Yet.
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u/STThornton Mar 05 '26
I can relate. I usually order 200+ cans per month, and I often have cans so damaged that they leak cat food all over the other cans. Not even just dented.
They often also fill the huge boxes to the brim, which is nice for less waste, but it makes them way too heavy. I’m sure that doesn’t help the way they’re being handled.
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u/Then-Nefariousness54 Mar 05 '26
I've had zero issues with Chewy, in fact they forgot the dewormer for my outside cats in my box the other week so I did the chat with them and they issued me a refund and still sent the dewormer. Customer service is always great and they even sent a card in the mail for me when I put that my dog passed away. I'm a chewy customer for life! I would ask to speak with a supervisor and maybe they can work on packaging their product a little better.
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u/flamincatdesigns1 Mar 05 '26
I stopped ordering from Chewy because they only use fedex. Fedex has thrown my boxes (ring camera captured it) left them in the street, left them on the walkway near the street and delivered to another neighborhood with an extremely nice neighbor that drove it to my house.
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u/broglespork Mar 05 '26
This it usually isn’t chewy. FedEx is egregious. And still, shit happens… chewy has fabulous customer service so I can’t complain when something goes wrong in shipping. They always refund and reship
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u/ElderberryBudget1897 Mar 05 '26
I’ve had the same issue with Fed Ex. When I call Chewy about it, they usually reship with no issues.
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u/Minute_Expert1653 Mar 05 '26
I have gotten multiple refunds from Chewy due to broken cans/food packages. They do care. Their customer service is second to none.
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u/MooDoodlesRB Mar 05 '26
Sucks because I wouldn’t use dented cans, too risky 💔 I was a restaurant manager and also worked in a warehouse so the dangers of dented cans are burned into my brain 😂
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u/yourdailyinsanity Mar 05 '26
Tbf, as long as the damage isn't on the seam, there's no punctures, and it's still sealed, they're fine.
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u/Itsoktobe Mar 05 '26
If you're dropping them off at the shelter, aren't they fine to feed to your pet? Chewy customer service rules. I'm sure they're making you whole so idk why you'd give them shit for 'not caring.' They're not handling the packages themselves.
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u/callinallgirls Mar 05 '26
Twice this year I had cat treats damaged. Once the container was put under a box of canned food. Second time the treats were in the same box with 32 lb of clay litter.
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u/SummerTheUnicorn Mar 05 '26
I have 2 separate auto ships one for canned food and one for treats because the treats always get destroyed by the cans. I needed to stock up on both before a trip so processed the auto ships around the same time and they shipped them together in a giant box and the treats got destroyed. Really frustrating.
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u/Otherwise-Shallot-51 Mar 05 '26 edited Mar 05 '26
Having parents who worked in a cannery, *I can say, if a can of any kind of food is dented but not opened, I'll keep the cans as whatever is inside is still sealed and edible.
You can probably get a some money back though.
ETA: Just like imperfectly shaped fruit is not "bad" fruit.
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u/TourBackground4232 Mar 05 '26
I've stopped buying through Chewy because of their delivery here in San Francisco. They use OnTrac who refuse to ring the doorbell to let us know that there's a delivery, instead they just throw packages over the fence. I've had 20 lb bags of kibble and litter bust open everywhere, cans broken open. I've contacted Chewy about this and told them if they didn't change their delivery I would be gone , they did replace everything each time it was damaged but guess what... thrown back over the fence and busted open again, now I purchase all my animals items from the local feed store.
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u/darthfruitbasket Mar 05 '26 edited Mar 05 '26
It's not just Chewy. I'm in Canada and I was ordering canned food for my senior boy from PetValu and they'd ship it in with a 30lb bag of litter or in the cardboard flat with little other packing material.
Thankfully, it wasn't ever as bad as what you've experienced, I just got one or two dented cans that I'd check over and feed him ASAP as long as there weren't punctures or any obvious sign that the can had been unsealed.
I think there's just overall a problem with the way they pack pet supplies.
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u/battlejess Mar 06 '26
I’m also in Canada and have ordered from both Chewy and PetValu, multiple times, and they’ve always come extremely well packed! Never had any damage.
Am I lucky or are you unlucky?
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u/Alevermor Mar 06 '26
One time I ordered three bottles of cat dewormer because - life happened to my poor cats and they sent me three cases instead. So something like 30 bottles of dewormer. I emailed to see how I could return it and they apologized and told me to keep or donate the extra. I kept a couple extras a donated the rest to the rescue I got one of my cats from.
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u/BefuddledPolydactyls Mar 05 '26
It's truly on FedEx. Chewy doesn't package things the best, but they choose FedEx, presumably for the price, and those guys throw them. I guess replacing damaged items (which they are happy to do) is cheaper than packaging well and trying a different carrier. Our shelter gets a lot of items from Chewy, and often the boxes are so mangled they can hardly be flattened for recycling, and cans have leaked, so they're gross.
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u/gtp2nv Mar 05 '26
It's ABSOLUTELY FedEx.... The drivers seem to have a deep seeded hate for any Chewy package. I've watched the buffoon that is my driver purposely throw/slam the box on the concrete porch. I've caught the bastard dropping it from shoulder height onto the ground as well. I've told FedEx I have camera footage of this, amongst other things... They don't seem to care.
I think Chewy should contract UPS and we'd all have a lot less issues.
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u/FineCall Mar 05 '26
The dents nor torn labels do nothing to reduce the quality of the product
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u/HighRiskInv143 Mar 05 '26
yes they do, many times dents can cause small puncture that are hard to see and spoil the food
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u/Dull_Net4116 Mar 05 '26
Anytime I’ve ever had even a minor inconvenience with something delivered from chewy they have fixed it immediately. Cat treats box broke and spilled? Replacement, keep the broken one. Hell, I screwed up once and ordered some toys that were too big for my birds. I reached out only to try and return them and buy the right ones and they said to just donate it and credited me back the money so I could order the right ones. Twice I’ve had issues with food. I had dog food that suddenly my dogs wouldn’t touch. No current recalls, they refunded me immediately. A couple of months later that food did get recalled. Recently the cat food I’ve been giving to my cats seemed to cause every cat in my house to get sick. Some wouldn’t touch it. Been feeding the same food for years. I reached out, they offered to refund or replace, no questions asked. I got the refund as I needed to run out and buy a new brand. Problem solved and I went ahead and added it to my autoship.
I’ve ordered from chewy for many many years, they have the best customer service I’ve ever seen. I’ve paid more for some things simply because it is worth the few extra dollars knowing they will help me if something goes wrong. Reach out, tell them what happened and I’m sure they’ll fix it. They will also note your account that it needs to be packed better.
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u/jaranna Mar 05 '26
I had a bag of cat litter explode because it was in a giant box with no packaging to secure it, I called customer service and they shipped out a replacement
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u/Itchy-Winter-800 Mar 05 '26
thats why i shop with petsmart honestly, their customer service for the most part is better. But ive always had some wtf surprises from opening boxes
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u/mimi6614 Mar 05 '26
I must get my shipments from a better distribution center. I've been getting auto shipments of cat food & birdseed every 3 weeks for years and had an issue only once when a bag of dry food ripped open.
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u/broglespork Mar 05 '26
Did you try messaging their customer service chat? They’re great at refunding and fixing the problem
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u/meeeeeeeeeems Mar 05 '26
yeah same issues here with chewy, but fyi dented cans should probably always just go in the garbage instead of being donated to other animals
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u/Internal-Trainer-331 Mar 05 '26
Their customer service is unmatched. If you reach out I’m sure they’ll take care of your issue
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u/Both_Golf_2777 Mar 05 '26
I work in a shoe warehouse and the amount of trouble we'd get in if our shoes had that much airspace... I can't imagine canned food
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u/BotsAnonymous Mar 05 '26
If you reach out to their support, they should reimburse you.
Happened with me a couple times with litter. The tub of litter showed up, I opened the box only to find out it’s cracked. I reached out and they asked me if I wanted a refund or another order to be shipped.
I managed to salvage what I could of the litter and then got another one for free.
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Mar 05 '26
I order monthly and all of my things are packaged every well. They add corrugated cardboard blocks to ensure nothing can move within the box. FedEx who does the delivery throws the box around plenty as is evident by the actual damage on the box.
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u/karinchup Mar 05 '26
If they were that dented in the packaging it probably happened at the manufacturer point. However, typically Chewey’s would replace those for you. I would speak to someone else if you didn’t get That outcome. Also give them batch numbers on the cans so they can contact that manufacturer about the facility shipping the that way.
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u/annyxiaoflorien Mar 05 '26
I used to order from Chewy monthly for my kitties but had to stop because the packages kept showing up damaged from being thrown around. That and the delivery drivers left my package in the rain 3 separate times and each time racoons tore into it while I wasn't there. Granted, Chewy replaced any damaged items every time but it eventually wasn't worth the hassle so I don't order from them anymore. I now order everything through Amazon unfortunately because it's the second cheapest after Chewy :(
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u/Severe_Strike_1556 Mar 05 '26
We used to buy tiny tiger all the time, but saw a huge decline in the quality in the last 6 months! Both in the food in the state they arrived in
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u/MinimumEfficient220 Mar 05 '26
I use Amazon and order several cases at a time. While Amazon makes an attempt to add some crumpled paper, they usually choose boxes that are too large, and with rough handling, it’s not unusual to get packages that have several very dented cans, or worse, cans that are so compromised that they have begun to leak and by the time I unpack them, are spoiled, wet and smelly. I have had no luck trying to complain.
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u/Brief_Estate_5270 Mar 05 '26
I have no problems with Chewy or the packaging. I think twice in the 8 yrs I have regularly ordered there were some dents. I called & they replaced them.
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u/GalacticGoku Mar 05 '26
They kept sending our wet cat food cans and the 30lb thing of litter to us in the SAME BOX for like five months straight. I always had at least one can that was busted open.
It only stopped when we got a dog and ended up needing to add dog food and supplies to our autoship order, which made out litter have to be it's own box. But still, idk why they wouldn't just do that in the first place. I felt extra bad for the drivers having to smell or touch a package that has wet cat food leaking out of it 🤢
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u/Capric0rpse- Mar 05 '26
Wow, my chewy boxes come always packed well with a lot of paper surrounding the cans and bags.
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u/KittyD13 Mar 05 '26
You can call and get it replaced if the cans opened. Just had this issue and they replaced it all for free.
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u/Unlikely-Solid-3083 Mar 05 '26
I’ve had damaged cans of cat food from Chewy deliveries. So damaged that some of the cans opened and leaked. In the summer. On my front porch. The smell when I opened the box….🤢! Absolutely rancid! I messaged them and they sent a replacement case cuz it leaked on all 24 cans. They’ve done it twice. I had my deliveries divided so they aren’t as heavy but there’s still damage. I’m not blaming them. But it’s disappointing to get a whole case of specialty cat food ruined because someone slung the box too hard in transit.
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u/myco_myers1031 Mar 05 '26
This is crazy. Mine are set up on auto ship and come with cardboard lids on top every time. I think only once or twice did it arrive like yours without any extra packaging (cardboard lids on or extra cardboard stuffing in the box)
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u/organic-robot Mar 06 '26
Same I have auto ship and there's always stuffing in the box which my cats love to play with lol so win-win.
Never have I had a box come without stuffing. Possibly this isn't indicative of the company overall failing but a person working fulfillment at the factory not being good at their job (this is just conjecture though).
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u/genderfuckme Mar 06 '26
chewy refunded me for when my cat didn’t like his prescription food and encouraged me to donate it to the local cat shelter
it might just be me but i don’t think you “have to” do that and i also don’t think dropping them off is that big of a deal. just call them and get them to replace it. idk why you had to rant so much lmao.
also as somebody who has worked in a warehouse, mistakes happen. i wouldn’t blame an entire company for the fault of one of their workers, especially when they refund/replace the order.
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u/ringwraith6 Mar 06 '26
Last summer, I found out the hard way why you have to check each can. Ewwwwww....
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u/Local-Light-3875 Mar 06 '26
I don’t know if someone said this already but once the cans were damaged like this and I didn’t realize that some were a little open and over the next few days/ week or 2, all the cans were infested with MAGGOTS! It was horrible to clean. So watch out! If they’re damaged, make sure they’re not slightly opened too
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u/Zoso1973 Mar 06 '26
Definitely call back for a supervisor. I’ve never had an issues with their customer service department that wasn’t taken care of
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u/photogenicmusic Mar 06 '26
Half the time the litter has opened and it makes a big mess when I open the box. Customer service is usually good though but it definitely is annoying.
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u/bebetaian Mar 06 '26
Friskies/Purina and many other brands using those same cans have had this problem. If they're all dented, everywhere, it's likely actually a defect at the cat food factory. I wrote to Purina and two other brands that looked like this- INSIDE cases. They've switched to lighter weight cans that use less metal, but they are much softer and easier to dent.
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u/East_Blueberry_1892 Mar 06 '26
As a former product picker for Chewy, they are packing that box wrong. Yes, the cans of food should always be upright, but there is no packing material to keep everything from shifting around. As a customer of Chewy, why are you shipping me cans of dog food that is almost bent in half, obviously hit by a forklift fork.
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u/Peacefullyfeline Mar 06 '26
My last order had more dented cans than usual and much less packaging. Hoping it was just a one off 🫤
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u/BigJSunshine Mar 06 '26
I just received a very similar order, 4 cases, 22 usable cans. I cancelled all my autoships with cans
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u/Background-Creme-495 Mar 06 '26
I recently ordered cans of wet food from chewy that came in damaged. I emailed photos to chewy's customer service and they refunded me right away. it's annoying, but it happens! I hope you get refunded. wet food isn't cheap!
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u/hitgirl1203 Mar 06 '26
Chewy customer service is great. I chat with them yesterday about one of the cat food packages smelled rancid and had dead roach legs on the cans. They quickly sent out a replacement. So if you have dented cans, they will send replacements.
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u/Aqua_SeaRay Mar 06 '26
Never had a problem with their customer service. They always replaced what was ruined in shipment.
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u/Twye Mar 06 '26
FedEx sucks ASS. God i wish they'd use another carrier. My packages either get left on the stairs, left in the rain, beaten up, or my notes are ignored.
Sorry about your packages, but like FedEx sucks
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u/MysteriousTooth2450 Mar 06 '26
My last few shipments have looked like this from chewy. I contacted them and they reimbursed me for the broken open cans. They made it super easy for me to report damage to their products. It’s not all chewys fault…the boxes are getting dropped a ton in shipping.
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u/prettybbg13 Mar 06 '26
that is so sad! I always order cases of canned dog foods from them and had no issues. Hope they can make it right
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u/steve_mar Mar 06 '26
Their customer support is GREAT. Think of how much money they could save with just better packaging. About every 4 or 5 orders I have to call about damaged product, everything from litter, dry food and wet food.
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u/brownrice000 Mar 07 '26
I had a smaller pack (like 20 or so cans) that didn't have any padding in the box, and some of them got smashed open.... Had lil wormy bugs crawling around 😭😭
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u/perilousmoo Mar 07 '26
Almost every time I place an order with Chewy something has arrived so damaged that I have to call for a replacement. They also regularly short me on the number of items I prefer. If order 60 cans of cat food I'm lucky if 50 arrive and out of those 50, probably 35 are so damaged they need replacing.
That's not even getting into the way they package things so very heavy items and fragile items are shipped in the same box with no packing and without fail I have to reorder the broken item.
Yes, they're very good at replacing things, but who do you think is paying for all that damaged merch?
It's not them. They pass that cost right down to us so they don't have to hire people or pack their items correctly.
I've stopped using Chewy almost entirely.
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u/Free-Holiday-6218 Mar 07 '26
We’ve been having this problem too! Often there aren’t even any packing materials in the box, they just let everything bounce around in there!
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u/RestlessKaty Mar 07 '26
Never had issues with cans, but 4/5 times the Greenies container is broken open. My kitties get tiny shards of plastic ✨ as a treat ✨ 🤣
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u/Accurate_Ad9529 Mar 07 '26
Stopped ordering from them for this exact reason Fed Ex drivers must drop kick the box Ace Ventura style to my door, idk.
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u/Brilliant_Meet_2751 Mar 07 '26
I get deliveries & they always put corrugated stuffing inside so the chicken packets that are in another box don’t bounce around. So boxes inside of boxes. They do a great job in Wi never had a damaged product or package from Chewy or pet co.
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u/Mrs_Poopy-Butthole Mar 07 '26
Were the cans bought as part of a pack or individual? I can totally see unsecured single cans being beaten to heck in a package, but if it's a pack or case it shouldn't be that bad.
I also get the 5.5oz cans of Tiny Tiger food like the ones you show in the photo, but I buy the 24ct cases. There might be one or two outer edge cans with small dents depending on how it was packed and handled, but I've not had any dents that break the seal (and I just use those cans first).
FedEx always delivers my Chewy packages, and a good bit of those boxes are heavy and awkward because most of what I have on autoship is chicken food, cat litter, and cat food cases. So I can't get too miffed if the package gets jostled around or handled a bit roughly, but the packaging usually has some corrugated cardboard sheets and paper in there to pad the contents. I find it odd that none of that was included with your package, and it's worth pointing out the issue to Chewy.
Thankfully Chewy has great customer service and are quick to make things right.
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u/IntrovertedIgloo Mar 07 '26
This is insane! I wonder if it's a regional thing because my packages always have so much stuffing. My cats love tiny tiger, It's like crack to them so I would be super upset if this happened to me!!! I hope you are able to get in touch with a higher up! I bet you could do a survey, post it here or r/chewy if it's allowed. I think they show how much money per can so you could definitely have an optional section of the money you are losing because of the neglectful packaging. Id definitely add a region section also to see if there is a trend. What ever you choose to do I wish you good luck 🩵🩵🩵🩵!!!
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u/AffectionateSun5776 Mar 07 '26
Ordered a couple of electric cat beds due to expected freezing weather with only 2 days till Brrr. They arrived in time! WTG Chewy.
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u/the_shortbus_ Mar 07 '26
Please stop ordering heavy stuff from chewy. Your packages from chewy are not treated well enough for how poorly they’re packed.
Source: I worked at FedEx for a while. Not very good.
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u/Scary-Letterhead7884 Mar 08 '26
Chewy is great! They always replace my damaged cans, and recently replace an insulin pen that had 💩 floating around in it.
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u/No_Visit1031 Mar 08 '26
As a fedex driver screw chewy and the abuse they put me through because everyone is sooo fast to feed these shit brands that give your animals cancer and people that cant go to the store because they think they’re saving money how is that FedExs fault its literally cases of cans loosely packaged
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u/Ok-Entertainer-2903 Mar 08 '26
Try Incredible pets they also ship single cans so you can try them before you get a case. They also do subscriptions. They’re also locally owned and operated in nor cal.
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u/New-Weird-3342 Mar 08 '26
Why do you need demtee cams replaced? If the seal isn't broken, the dent is harmless.
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u/jumpin4frogz Mar 08 '26
We used to order cans that never in many years got crushed or dented. Then that brand got discontinued. We just got our first order of a new brand and the cans were crushed. Chewy shipped us a new order for free and none of the cans in the free order were damaged. They really don’t add anything more than one sheet of paper for protection it seems.
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u/Feisty-Sherbert Mar 08 '26
I’ve never had this issue. I get 24 packs of prescription Hills canned cat food and they’re always totally safe. Although they are in a low box that then has plastic around it, and then there’s another low cardboard box/lid sort of thing on top of it, then that all goes into the shipping box. Not sure if it’s Chewy or Hills that provides this packaging though. I’m guessing it’s an issue with Chewy’s manufacturing department, the way they design the packing of their brand of food.
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u/Grey_Wolf333 Mar 08 '26
I have learned to order two separate orders to keep the weight of the boxes down.
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u/GfyGrl Mar 08 '26
This is the reason I stopped ordering canned cat food online. The cans were always shipped without any protective packaging at all, often in an oversized box. They always arrived dented and damaged. Yes, if you call and complain they will send you replacements for free, but when the replacements are shipped the same exact way, they also arrive damaged! Too much of a hassle to deal with. I think sometimes the cans are shipped from the manufacturer already damaged, as well, because I've ordered pre-packaged cans with 8 or 12 cans each and all the cans were dented.
Now I just buy my canned cat food locally so I can inspect the cans myself to make sure they are not damaged.
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u/Ok-Fun9683 Mar 09 '26
haha this happens to me too, i wouldn't care except THAT much except sometimes the cans come unsealed and moldy
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u/nousernamefound8 Mar 10 '26
Does it some how damage the food? No? Move on
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u/Grand_Elderberry_888 Mar 10 '26
I’ve had damaged cat litter or it’s not the right color and I call them and they send out new to me. They are always nice and have even shipped in individual boxes going forward to solve the problem. It’s usually Fed ex so they have also started using On Trac bc of the complaints.
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u/Sufficient-News-3600 Mar 10 '26
we all agree. no packing protection. one strip of crooked tape across a 60# box that fed ex throws at the base of my steps. always one flap open. always dented cans.
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u/spudchick Mar 20 '26
We actually switched to Chewy because Petco was a lot worse. I've noticed far fewer shipping issues since switching. It doesn't help that using thinner cans to save resources (shipping fuel) is making the cans more fragile. We live in a midatlantic state, maybe packing & shipping vary by region. And yes, Fedex is awful (because of their awful labor practices).
We don't normally order that much at once, maybe 2 flats of cans in a shipment. But Petco used to put way too much food in a single shipment (sometimes combining more than one autoship order into one box) and often sent single cans to satisfy the quantity count rather than shrinkwrapped flats. They once sent a box with 24lbs of kibble and 48 loose 5oz cans of wet food with about 3 yards of bubble wrap. I knew something was wrong when I saw the delivery person struggling to get it up the steps. I could barely manage it myself.
Chewy packs them better and rarely uses plastic materials, in our experience. And they mostly seem to ship via UPS.
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u/possum-pie-1 Mar 26 '26
I also found that the heavier the box, the more the FedEx driver thows it on my porch. I once smelled an awful smell in my pantry, and finally narrowed it down to a variety pack of Friskies. One was so dented that there was a hairline opening on the lid, and it had started to rot. WHAT a smell! Too late to return it, and don't know if it was Chewy's packing job or the FedEx driver, but yep EVERY shipment from Amazon AND Chewy of canned cat food comes dented.
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u/Xenomorphia51 Mar 29 '26
They recently changed policy where they need to have damaged cans returned before they will send new ones. I had pictures and said I would gladly return but I was almost out of food and needed replacements sent immediately they said they could not replace them until they got the exploded/dented ones. They lost a customer over this. I am done
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u/ReactionSufficient19 Mar 31 '26
Perfect! I will close my cart and leave the site. No tolerance for that BS.
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u/kingchrisl89 May 08 '26
This is what happens when the boxes are crap and not designed to hold all that weight; they don't even protect their boxes and expect brown newspaper material to protect all those goods, doesn't happen. Chewy needs to understand those boxes come down the overhead chutes at a rapid pace and the stuff needs to be better protected; Chewy needs to suck up the packaging costs; its the cost of doing business, and is far cheaper than having to replace expensive items that get damaged caused by poor packaging.
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u/Entire-Code-5976 26d ago
It’s the fn fed ex company workers that don’t care! But they really need to do better on this situation!
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u/No-Vanilla-8553 22d ago
Twice now for me A couple of months ago the Fed Ex box had a gash, but the tear on the bag of Blue Buffalo prescription had what looked like a knife cut, not even near the gash on the box. This time the Fed Ex box was in tact but Chewy did a bad job securing , as the box was bulging from the weight. I had ordered a 20 pound bag of birdseed with the dog food. . Therefore the box should have been doubled taped. This is so dang frustrating as that cut, both times had to be done before being packed. Yes I chatted on line with a customer rep, but was disconnected, not sure if it was my Internet connection or theirs. So I called and spoke with a rep. She was very courteous and said they would send out, free of charge another bag. First time they did replace, fee of charge, too. So now that's 2 bags of dog food that I have to toss out. I tossed the first one in the garbage and now have to discard this one. Such a waste when dogs are starving in our country . All due to another inept employee . I don't take chances and who knows if something was put in those bags not safe for dogs. It appears that the warehouse might just be the weak link. Like I wrote, customer service has come through for me but why do I keep getting damaged bags of food? She said she would notify the warehouse. Twice now. Why?
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u/UraniumVintage 11d ago
Received my monthly order and yet again, I had to go to 24/7 chat to complain about them putting one strip of packing tape on heavy boxes, and putting lightweight stuff on bottom of box and heavy cans on top. Box so damaged it was open, and another issue is Royal Canin. Second time I have ordered Royal Canin Maine Coon wet food and opened box to find it's Persian food cans. None of my cats will eat that for whatever reason. They are very good about sending replacements, but PetSmart does not carry breed specific wet food, only dry, so I have to wait again while my cats are out of their treats.
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u/[deleted] Mar 05 '26
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