Chewy reviews

Negative culture, out of touch senior management, inconsistent expectations, unbelievably high turnover.

1. Since the founders sold the company to Pet Smart it is a job only, and not a pleasant one A. CS Mgmt ruined the communication between departments. New Oracle system forces you to put resolution of customer problem in a queue and out of your hands. No longer possible to resolve many issues on first call. This has lead to angry customers calling in multiple times with escalating anger for resolution B. Pharmacy is a mess. No communication between it and CS. Many times have found Rx on file for 48 hrs or more, with no Pharmacy follow through. So much for Oracle queueing. C. CS Mgmt cut training from 3 weeks to 2 weeks without restructuring the training program efficiently. With such a high turnover rate and no Development Department to speak of, CSR'S coming out of training are incapable of handling many issues, leading to more angry customers calling in for a third or 4th time to get resolution. D. Recurring orders are now processing 24 to 48 hours early. Nightmare and bounced checks for customers. Not to mention the questionable ethics of such a decision. E. Leadership is hard to find in the floor. Leads are no longer able to focus on their team and spend more time on escalation calls. F. Leadership on floor now delegated to BOO, or back office Oracle. This team is understaffed and poorly trained, taking multiple chats from CSR's trying to resolve issues for customers. Several minutes will go by before getting a usually canned response from BOO agents Customers get very frustrated with the excessive time it takes to get a response