Chewy - Pet Care & Pharmacy

User Experience Report

Report Date

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

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All Insights

TOP INSIGHTS

A weekly roundup of Chewy - Pet Care & Pharmacy's key feedback

App Performance Issues

Some users experience significant app performance issues, such as freezing and slow loading times, affecting approximately 5% of users. These issues hinder the shopping experience and may lead to frustration.

The app keeps freezing and I have to reopen it multiple times to make it work.

Delivery Problems

A small percentage of users, around 3%, report issues with delivery, such as damaged packages or incorrect delivery addresses, which affects their trust in the service.

My order arrived with smashed or opened cat food, which was disappointing.

Promo Code Failures

Approximately 2% of users face issues with promo codes not working as expected, leading to dissatisfaction with the perceived value of the service.

I tried using a promo code for a discount, but it didn't work at checkout.

Autoship Confusion

Around 2% of users find the Autoship feature confusing or difficult to manage, leading to incorrect order intervals or unwanted shipments.

I set Autoship for every 4 weeks, but it somehow got set for 4 months.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

Chewy - Pet Care & Pharmacy

Chewy is highly praised for its exceptional customer service, fast delivery, and user-friendly app. Customers appreciate the personal touches, such as handwritten thank you cards and the company's willingness to go above and beyond to resolve issues. However, some users report issues with the app's functionality and difficulties with autoship orders.

#2 RUNNER UP

Petco

Petco receives mixed reviews, with users appreciating the convenience of the app and the availability of products. However, many users report significant issues with the app's performance, including frequent crashes, slow loading times, and difficulties with the checkout process. Customer service is generally seen as helpful, but the app's technical problems overshadow the experience.

#3 Straggler

Amazon Pets

Amazon Pets is valued for its wide range of products and reliable delivery service. Customers appreciate the convenience of shopping from home and the ease of returns. However, some users express frustration with the app's user interface, frequent ads, and occasional delivery issues, which detract from the overall shopping experience.

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Nuggets

Major Highlights of the Week

App Freezing Issues

The app frequently freezes, causing frustration and hindering the shopping experience. Users report needing to repeatedly open and close the app to make it work.

The app keeps freezing on me and I have to open and close the app multiple times for it to work.

Promo Code Failures

Promotional codes often fail to apply at checkout, leading to dissatisfaction and a perception of misleading offers. Customers express frustration when promised discounts are not honored.

Just purchased $99 worth of pet food and tried to use the Code sent to me by Chewy and it does not work.

Heavy Package Concerns

Packages are often too heavy for some customers, particularly older individuals, to handle comfortably. This issue is compounded when boxes arrive damaged or broken open.

Boxes r too heavy for an older person to handle! Sometimes boxes r broken open also!

Autoship Glitches

The Autoship feature is prone to errors, such as incorrect scheduling and difficulty in removing items. These glitches lead to customer inconvenience and require manual intervention.

When I first placed the original order I set the auto ship for every 4 weeks but somehow it got set for 4 months.

Checkout Loop Frustration

Customers experience being stuck in a checkout loop, which complicates the purchasing process and leads to abandoned carts. This issue is particularly problematic for orders with multiple items.

I just spent 15 minutes stuck in a checkout loop.

Delivery Damage

Items frequently arrive damaged, such as smashed or opened packages, which diminishes customer satisfaction despite the quick delivery times. This issue raises concerns about packaging quality.

I have ordered a lot of cat food but when it arrives it’s smashed or opened and I have to throw away so much food.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

App Freezing Issues

The app frequently freezes, causing frustration and hindering the shopping experience. Users report needing to repeatedly open and close the app to make it work.

Promo Code Failures

Promotional codes often fail to apply at checkout, leading to dissatisfaction and a perception of misleading offers. Customers express frustration when promised discounts are not honored.

Heavy Package Concerns

Packages are often too heavy for some customers, particularly older individuals, to handle comfortably. This issue is compounded when boxes arrive damaged or broken open.

Autoship Glitches

The Autoship feature is prone to errors, such as incorrect scheduling and difficulty in removing items. These glitches lead to customer inconvenience and require manual intervention.

Checkout Loop Frustration

Customers experience being stuck in a checkout loop, which complicates the purchasing process and leads to abandoned carts. This issue is particularly problematic for orders with multiple items.

Delivery Damage

Items frequently arrive damaged, such as smashed or opened packages, which diminishes customer satisfaction despite the quick delivery times. This issue raises concerns about packaging quality.

Quotes of the week

Hear from some of the most impactful users to drive changes

Chewy's customer service is unmatched. They always resolve issues quickly and even sent flowers when my dog passed away. I'm a loyal customer for life.

DelrayFairyDogMother

Week of May 27th, 2025

Chewy is the best company for pet supplies. Their customer service is incredible, and they even sent me a hand-painted portrait of my pet. No other company does that!

A Google user

Week of May 27th, 2025

Chewy has the best prices and fast delivery. Their customer service is top-notch, and they always make things right if there's an issue.

A Google user

Week of May 27th, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes

Chewy's customer service is unmatched. They always resolve issues quickly and even sent flowers when my dog passed away. I'm a loyal customer for life.

Candice Wu

App Store

Chewy is the best company for pet supplies. Their customer service is incredible, and they even sent me a hand-painted portrait of my pet. No other company does that!

Kelly Williams

Google Play

Chewy has the best prices and fast delivery. Their customer service is top-notch, and they always make things right if there's an issue.

Koray Okumus

Google Play

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User Experience Report

Report Date

Chewy - Pet Care & Pharmacy

Top Insights This Week

App Performance Issues

Delivery Problems

Promo Code Failures

Autoship Confusion

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Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

Start your 14-day free trial today

The quotes of the week

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Use AI to automate and prioritize your feedback analysis

Send surveys and analyze them with AI

Segment feedback from your company in charts and summaries

Benchmark your company's feedback against your competitors

Stay on top of your feedback with alerts