Analysis of Chewy reviews show that they cover up their flaws by sending flowers

Photo: Tony Webster

Chewy is an online pet food retailer. On their website chewy.com you can find food, treats and medication for your pet and order it home right to your doorstep. Our analysis of Chewy tells us that this is a generous company that does what they can to cover up their flaws.

Why do we say this?

The topic “sent” is a negative driver for the overall grade. Customers sometimes get wrong or defective stuff which can, of course, be annoying. Chewy deals with this in a great way and not only provide replacements when something goes wrong, but they also send flowers. These kind gestures are appreciated by customers and some mention even getting handwritten cards for birthdays and Christmas. The mixed up orders and other faults that create a need for replacements are covered up by the nice gestures. Even though this is a problem and the topic “sent” is a negative driver for the overall grade, the average grade for the topic is pretty good. The average grade for “sent” is 4,49 / 5 which is slightly lower than the overall average grade of 4,70 / 5. The grade could potentially be improved if Chewy messed up fewer orders. The flaws are however covered up in a great manner.

We get some more information about why some customers ask for replacements when we take a closer look at the topic “bag”. The negative reviews about “bag” mostly concern bags that have broken or been damaged during shipping. This is not very good when the bags contain food. There are also some concerns about the sizes of the bags. The average grade for “bag” is 4,60 / 5 which is almost the same as the overall average. We can see though that the net sentiment has decreased since 2018. Is Chewy using different kinds of bags now or have the customers become picky about bag quality?

Usually Chewy is very helpful but customers’ experiences of speaking to customer service over the phone seem to be a bit different. The topic “called” is the most negative one in our analysis. The average grade for “called” is 4,34 / 5 which makes the topic a significant negative driver for the overall grade. Chewy should try and see if it’s possible to be just as charming over the phone as they are when they send flowers to their customers.

The research team at Gavagai performed this analysis using our AI-powered text analysis tool, Gavagai Explorer. All texts analyzed in this article are collected from public online data published on Trustpilot.

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