More About Chewy.com

I feel like I should start this post with a disclaimer: I’m not a paid spokesperson for Chewy.com, and I have no connection to the company, other than that I am a customer.

That said, I realize this is the second time I have posted about them, but I keep finding out more about just how cool they are, and I wanted to share this with you. Unlike most companies who are mostly interested in how much money you’re willing to throw their way, Chewy.com appears to really care.

Read about one woman’s experience, which she posted on Facebook:

For all animal owners out there, please take the time to read what I’m about to say. As most of you know I lost my dog recently. I ordered dog food through a company called Chewy.com

I received 60 pounds of dog food delivered to my door the day before my dog passed away. I emailed the company to let them know I needed to cancel my subscription because my dog passed away and I no longer had any animals in the household. Later that day they responded to my email with a heartfelt response–In that letter they told me they were going to credit the dog food they sent to me, they said they did not want it sent back to them, that I should donate it to a shelter in Jake’s name. I was very impressed with this company. But it doesn’t end there. A few days later I came home from work and flowers were delivered to my home…with condolences on the loss of my furry family member.

I cannot say enough fabulous things about this company. I am placing this on Facebook because I want as many people to know this is a company that you should use if you need dog food. It is nice to know companies truly care. Thank you and a big shout out to CHEWY.COM

Chewy’s customer service group is known as their “wow team”, and they report that in 2016, 2 million handwritten holiday cards were sent to customers. They also send cards for pet birthdays and when new pets are added to a household, and bereavement flowers each time they are made aware that a pet has passed. They learn about these events when they speak to their customers as they call in. Their call center folks take detailed notes on the account so they can provide a more personalized experience next time. Their customer representatives are available 24 hours a day, 365 days a year, and they don’t use an automated answering service – your calls are always answered by a real live person, within 4 – 6 seconds.

Each week, they send out 700 pet portraits to families as gifts, made from the photos customers send to them or post online, tagged with @Chewy. They choose the recipients randomly from the photos they receive.

Some of my readers may know that, in addition to writing this blog, I am also a leadership trainer. One of the things I train about is customer service, and I can tell you, there are only a few companies that go to this extent to please their customers. Most companies haven’t yet realized that the extra efforts, and yes, even the extra expenses, are more than paid back in short order through customer loyalty and word of mouth advertising. Kudos to Chewy.com for figuring this out. I’m pretty sure I just became a customer for life.

Until next time,
Good day, and good dog!

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