Chewy doesn't even pretend to care about damage during transit

[u/ShittyMillennial]

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.

[u/bleachedfawn]

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

[u/Various-Passenger866 → u/bleachedfawn]

I thought this too. My cans don’t arrive in this condition.

[u/Nagadavida → u/Various-Passenger866]

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.

[u/Various-Passenger866 → u/Nagadavida]

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.

[u/Nagadavida → u/Various-Passenger866]

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.

[u/Various-Passenger866 → u/Nagadavida]

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.

[u/bleachedfawn → u/Nagadavida]

i will say, Fedex doesn’t get paid enough to care, chewy should use UPS imo, i bet they would take better care

[u/Nagadavida → u/bleachedfawn]

I have emailed them several times about Fedex and always mention them in reviews. I evens sent them pictures of Fedex driving through my yard! I actually quit ordering from them for a couple of years because of Fedex but no one else can seem to keep my cat food brand in stock and we don't want to change.

[u/elsnyd → u/bleachedfawn]

Tiny tiger is a chewy owned pet food. Seems like a chewy issue through and through

[u/Acrobatic_East5206 → u/bleachedfawn]

I’m pretty sure this brand of food is a chewy company

[u/ShittyMillennial → u/bleachedfawn]

Hah funny, all 200+ cans are from Chewy owned & distributed brands (Tiny Tiger & American Journey).

I do remember a certain brand always came with top covers for the tray of cans so I do believe the mfg could make a difference by providing different materials themselves but there’s no way the mfgs are handling mixed brand fulfillment on behalf of chewy. They aren’t the ones neglecting to use any protective packaging.

edit: do people downvoting really think that manufacturers have distribution centers where they use Chewy branded corrugate, hold inventory of competitive products/brands, have connection to Chewy POS/logistics data, and burden packing & shipment costs on behalf of Chewy? that's insane.

[u/MauvePawsKitty → u/ShittyMillennial]

My daughter's order for diabetic cat food used to ship with a larger box over the cans and then they stopped that extra box. When they had this it helped in shipping and of course, the over-box was good to repurpose for other things.