A couple who lost their two dogs in an accident was once again reminded of their loss when they received two bags of dog food. They decided to ask for a refund from the pet company, and the atypical response they received has got them talking.
On Nov. 23, Laura Waltenburg took to Facebook to share about her sister and brother-in-law’s experience dealing with a pet company. “This is an incredible company,” wrote Waltenburg, in the hope that her post would go viral. Well, it did, and it was even reposted on the Love What Matters Instagram account.
Waltenburg wrote: “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 Chewy.com.
“My brother-in-law sent them an email requesting permission to send the dog food back for refund minus the shipping cost. They responded with unbelievable kindness.”
The “unbelievable kindness” from the company was refunding the “full purchase price” and asking the couple to “donate the dog food to a local shelter.”
But the kindness didn’t end there.
“They sent a second email requesting a picture of one of the dogs to put in there [sic] memorial book to honor her. And then today my sister and brother-in-law received these beautiful flowers from Chewy.com.”
Many social media users who had seen the story shared the great customer service that they too received from Chewy.
After Frank Somerville of KTVU shared the story, one user commented: “Chewy.com is incredibly compassionate and went above and beyond for us when our sweet dog rex passed away! We were sent multiple heartfelt emails, a condolence card along with beautiful roses! They asked me to email them a picture of rex and we later received a hand painted canvas of him!!! Amazing company!! When we are ready for another dog, we will definitely use chewy.com for their needs!!”
“They are amazing! I ordered the wrong size harness and they told me to donate it and sent a new one!” another commented.
PEOPLE reported a similar case in February about a pet lover, Sheree Flanagan, who lost her beloved dog and cat within a month. When she called Chewy to ask if she could return the unused cat food, she ended up telling the company’s representative of her grief. Flanagan later got a full refund, a large bouquet, and a note of condolence.
Another couple in Michigan also experienced the same warmhearted customer service from Chewy after informing the company they had 60 pounds (approx. 27 kg) of dog food delivered to them after their dog died.
Chewy’s VP of customer service, Kelli Durkin, said: “We thought of sending a sympathy card but we knew we had to do more. And that’s how it really started for everyone.”