Feel-Good Story: Pet-Supplies Company Goes Above & Beyond

Pets, compassion, love, fair business practices, and lots of feel-good juice. That’s what this pet-supplies company seems to be all about!

Before we brought Enzo (our German Shepherd puppy with hip dysplasia) into our family, I used to think passionate pet parents were a bit crazy. The special accommodations they made for them, the time commitment, and of course, the emotional and financial investment just seemed too much for me. Of course, now I find myself doing all of that, and then some.

Perhaps that’s why I was truly touched by these stories recently published by Animal Channel and People, which talk about Florida-based pet-supplies company Chewy going above and beyond their customers’ expectations. In fact, if their claims are true (and there’s no reason to believe they aren’t), Chewy is most likely a role model to all kinds of companies.

Back in February 2017, Sheree Flanagan had recently lost her dog of 10 years, Zoe. Thirty days later she lost Thor, her beloved cat of 15 years! Talk about going through a rough moment. Like most of us do nowadays, Flanagan had her pets’ food scheduled for delivery and she obviously hadn’t foreseen this terrible situation. Low and behold, Chewy shipped the food and it arrived at her home a few days later. Unfortunately, she simply didn’t need it anymore.

As a result, Flanagan went online and engaged a Chewy representative through online chat and proceeded to ask for a refund. Thinking that no one would understand her pain, she admits to believing her request wouldn’t make it very far. But, she was very wrong. The online representative not only took her seriously but allowed her to pour her heart out via chat, and issued her a full refund without showing any documentation supporting her losses.

“Ashley was amazing,” Flanagan told People. “She told me she had a cat put down and she really understood. I kept saying that I didn’t mean to bother her and she kept saying ‘No, this is important. Tell me more.’ ”

To make the experience even more sincere, Chewy delivered flowers to the Flanagans just a few days later. Needless to say, this kind gesture sent them overboard.

A similar story took place in December 2017, when Chewy delivered two 40-pound bags to their customer’s home, not knowing that the recipients (two dogs) had passed away days prior. Much like the Flanagans, the customer rang the pet-supplies company to explain the situation and requested if he could send the food back in exchange for a refund.

The story was posted on the Love Matters Facebook page, but you can see it below:

“My sister and brother-in-law tragically lost both of their dogs this past weekend. After this happened, they received two 40-pound bags of dog food that they had ordered from the Chewy company. My brother-in-law sent them an email requesting permission to send the dog food back for a refund, minus the shipping cost. They responded with unbelievable kindness! They credited their credit card for the full purchase price; and asked them to donate the dog food to a local shelter. They sent a second email requesting a picture of one of the dogs to put in their memorial book, to honor her. And then today, my sister and brother-in-law received these beautiful flowers from Chewy. I wish I could tell everybody this story… This is an incredible company!”

How amazing is that?! Not only do they care for their customer base, which is great for business, but they even requested for the food to be donated to a shelter. In the day and age when big corporations can sometimes act like they’re untouchable, it’s incredible to hear these kinds of stories.

In fact, Animal Channel expanded on the story shared on Facebook, and uncovered several more testimonials of people sharing the acts of kindness performed by Chewy.

Whether you’re a pet parent or not, this is an excellent example of a feel-good story.