Chewy - Pet Care & Pharmacy

User Experience Report

Week of April 14th, 2025

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

Several users report that the Chewy app is slow, freezes, and has poor features, affecting their shopping experience. Approximately 5% of users seem to be affected by these technical issues.

The app frequently freezes and stops loading, making it difficult to shop.

Autoship Delivery Delays

Some customers experience delays with Autoship deliveries, which are not arriving as scheduled, causing inconvenience. This issue seems to affect around 3% of users.

Autoship orders are supposed to be every four weeks but often arrive late.

Difficult Order Modifications

Users find it challenging to change or cancel Autoship orders, suggesting the process is unnecessarily complicated. This issue affects about 2% of users.

Changing or canceling Autoship orders is extremely inconvenient and hard.

FedEx Shipping Problems

A few users have ongoing issues with FedEx deliveries, which Chewy continues to use despite known problems. This affects approximately 1% of users.

FedEx repeatedly fails to deliver my orders, and Chewy hasn't changed the shipping method.

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.

Nuggets

Major Highlights of the Week

Address Update Issue

The app lacks a straightforward option to update shipping addresses after an order is placed, causing inconvenience for users who have moved or need to change delivery locations.

I ordered two dog beds but couldn't change the address after moving.

Receipt for Rewards

Users are unable to easily obtain full receipts necessary for claiming rewards with third-party programs, which complicates the process of redeeming benefits.

Please send a full receipt for Zoetis rewards.

Autoship Delays

The Autoship feature is not consistently delivering orders on the scheduled timeline, leading to delays that disrupt users' expectations and planning.

Autoship is set for four weeks but often arrives in five and a half weeks.

App Performance Issues

The app frequently experiences performance issues such as freezing and slow loading, which significantly detracts from the user experience and forces some to use the website instead.

The app randomly freezes and stops loading, ruining my shopping experience.

Heavy Shipping Boxes

Shipping boxes are often excessively heavy, posing a safety risk for elderly users and those with physical limitations, despite requests for lighter packaging.

I ended up in the hospital trying to lift heavy boxes; please use lighter ones.

FedEx Shipping Problems

Persistent issues with FedEx deliveries, including outright refusals and delays, are not being addressed, causing significant inconvenience and financial strain for users reliant on timely shipments.

FedEx refused my autoship delivery for over a month, forcing costly local purchases.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Address Update Issue

The app lacks a straightforward option to update shipping addresses after an order is placed, causing inconvenience for users who have moved or need to change delivery locations.

Receipt for Rewards

Users are unable to easily obtain full receipts necessary for claiming rewards with third-party programs, which complicates the process of redeeming benefits.

Autoship Delays

The Autoship feature is not consistently delivering orders on the scheduled timeline, leading to delays that disrupt users' expectations and planning.

App Performance Issues

The app frequently experiences performance issues such as freezing and slow loading, which significantly detracts from the user experience and forces some to use the website instead.

Heavy Shipping Boxes

Shipping boxes are often excessively heavy, posing a safety risk for elderly users and those with physical limitations, despite requests for lighter packaging.

FedEx Shipping Problems

Persistent issues with FedEx deliveries, including outright refusals and delays, are not being addressed, causing significant inconvenience and financial strain for users reliant on timely shipments.

Quotes of the week

Hear from some of the most impactful users to drive changes

Chewy has helped me save so much for all of my animals, they have fast shipping and rewards when you purchase. I don’t have to worry about food or thinking about it because they have an auto ship option and you can pick when it ships out. I was skeptical of Chewy for a long time and I wish I had started using them sooner.

WrathsTongue

Week of April 14th, 2025

From finding and buying special kidney supportive and GI friendly cat food to returning items, Chewy and the Chewy customer care professionals exceed expectations. The selection is amazing and everyone I’ve ever spoken with is caring and patient.

Mamasota77

Week of April 14th, 2025

Chewy ships each order so quickly, auto-shipping out pet food, litter, and medications for our pets really eases our minds. Not only that, they reach out to the vet clinic for us to confirm prescription based medicine.

K. Packett

Week of April 14th, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes

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User Experience Report

Chewy - Pet Care & Pharmacy

Top Insights This Week

App Performance Issues

Autoship Delivery Delays

Difficult Order Modifications

FedEx Shipping Problems

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

Start your 14-day free trial

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