I have 3 cats - this is our perspective…read more
We have been coming here for a couple of years now. I was at their soft opening party when they first opened. I have really really tried to support and rally for Chewy. They are a large company (I'm familiar with large companies having worked for several 150k+ global headcount companies myself) and it has been really challenging. I have spoken to many people on the phone and you never know if they are in Houston, Atlanta, Littleton, or over at 9+Co.
They are on their 3rd practice manager - Jill, Oscar, now Anna. I was so happy to learn that Anna has cats! I know all of the practice managers because there were always issues and the practice managers were the problem solvers.
I was initially so excited about Chewy having a local vet location, as I had been a Chewy auto ship regular already and was excited to try their membership which would also be my cats' first time with a membership. Many vets have them now and my cats had emergency and preventative insurance, but not a membership. I started with one cat there trying a membership and now all 3 of my cats have memberships there. I dropped their preventative insurance and kept their emergency insurance (through ASPCA since they do 90% reimbursement). I have found that I like the peace of mind that comes with the Chewy membership for my cats (1 year contract currently $59.99 month) - all vaccines are included (including 3yr ones if you want them), unlimited wellness exams and sick checkups, fecal tests 2x year, annual blood panel, pet portal in-room that shows your vet and vet tech and pet's current status/due items.
What I have found as a cat owner, after experiencing VCA , Denver Cat Hospital and Maxfund, and now Chewy, is that as a cat owner - I now ask for the vet that actually has cats, to be our regular veterinarian. I have to make sure for EACH appointment, that I ask for our preferred veterinarian and make sure that the preferred techs are also available (the ones that have cats themselves!!). I have found that this makes ALL the difference and has really allowed me to be able to write this review after having not been able to write one this whole time (would have been a 1 star review for a RANGE of issues from membership price increases, surprise service price increases to admin incompetency to technical notification fails (I got a notification that my cat was ready for pickup (I was at home staring at my cat)..etc.). I hung in there because I knew that they were new, massive, and getting things figured out.
I like that Chewy has a pharmacy and you can walk away with medications or if it is not urgent, they can put them in your chewy cart.
The most challenging thing I have found is that the vet techs are expected to deliver information on pricing and membership and do cost estimates for procedures. That's not for everyone and their delivery has left everything to be desired more than once. I wish they did not have to do that as part of their job. They have to switch from caring for my cat on the table, to an admin/sales person.
I also wish they would auto-match cat-staff to cat patients and cat owners. It would possibly prevent people from leaving to go to a cat only place or hospital (which I did do for my first cat on the Chewy membership. I got her major procedure done not at Chewy (where she was diagnosed), but at the Denver Cat Hospital. Chewy didn't have my trust yet and it was actually more expensive at the Denver Cat Hospital).
I have now socialized all 3 of my cats to going to Chewy at 9+co for their appts and to support each other in their appts so its not always a negative experience and that staff is always very welcoming and accommodating with my kitties. It is overall a very fun branded experience. The waiting room and private rooms are very comfortable and modern and I love new stuff and it generally is a great feeling until you're hit with a weird surprise cost or other issue.
We are still moving forward in our Chewy 9+Co journey with Dr. Vaid (has cats), and Dr. Johnson (when Dr. Vaid is not there) and Jess and Jared - cat owner vet techs! It's still a massive company with people constantly being promoted up and out and new staff coming in...we are working with it. I make an effort to meet new people when I'm there so that next time if I get presented with them for an appt request, I'll know who it is. Have to be so proactive!