Chewy
- Category
- Do Right by the Customer
The nomination for Chewy was wonderfully straightforward: excellent customer service.
Represent this brand?
Want to respond to the nomination, provide context, correct something, or show us what you're doing for customers? We want to hear from you.
Why They Were Nominated
Sometimes the thing worth recognizing isn't a dramatic corporate turnaround. It's a company consistently treating customers like people.
That reputation isn't based solely on one TikTok comment. Chewy has also received recognition in major 2026 customer-service rankings, including Newsweek's and USA TODAY's customer-service programs.
Why It's on the Board
Customer service is part of the product.
When something goes wrong, the person answering the phone, solving the problem, or showing some humanity can determine whether a customer walks away frustrated or becomes loyal for years.
A Red Stapler nomination asks whether Chewy has built that kind of customer experience consistently enough to deserve recognition.
What Supporters Are Saying
Amazing customer service !!!
Anonymous supporter · 9/16/2026
On mothers day I received an actual painting of my dog! They hired real artists to paint animals and I was impressed by the thoughtful gift and that they opted to support local artists.
Anonymous supporter · 9/2/2026
I once was placing an order on their website and had a coupon code that should have worked but didn't. I messaged support after placing the order and they immediately refunded me the difference without making a big hassle about it!
Anonymous supporter · 8/30/2026
I've been through so many financial ups and downs in my life. From homeless to living in a condo I co-owned and every situation in between. My sweet girl, a beagle-mix, has been with me for all of it. The past 7 years I found myself needing to cancel her medication or food subscriptions for one reason or another and having to opt for something less expensive in the moment. Chewy always asks why when you cancel or pause a subscription, and it's not the simplest process. However, in forcing me to talk to a person every time I needed to cancel something, I was given a gift. Every time I had to pause a subscription, whomever was taking my call would always ask, "Is there somewhere we can send just one more box? Free of charge, just to help you out how we can?" And I cried every time. It was never just the meds or the food. There was a little painting of her once, a squeak toy, a bandana for her, little things that were not in the order to begin with but welcomed all the same. There was even one kind soul, her name was Noelle, who told me to ask for her when I was able to restart the subs so she could get me a deal, (and she did, 30% off six months of the food deliveries). It is not always the most cost-effective option, but for the way they care about the customers, my dog and I will forever be two of them.
Anonymous supporter · 8/29/2026
Customer Stories
This story is second-hand, through my mother. My mother has recently been diagnosed with moderate onset Alzheimer's so now this makes sense what I'm about to tell you. She's now in assisted living with our father, but for a few months, she had moved to independent living (now we know why she's not capable of living independently anymore). She was slowly slipping cognitively, and she kept messing up her Chewy order. She would call and say that they sent her the "wrong" product, when she clearly had ordered it. Rather than making her ship it back, they just told her to keep it. While her own children didn't quite understand the situation (we were frustrated at her incompetence, I'm embarrassed to say), they showed compassion- even if it was for good customer service, I now am grateful for the grace they extended to our mother.
Jennifer · 10/1/2026