Four hundred more customer service reps are in the process of joining the team now.
Even more than selection and price, it's customer service that makes Chewy a different breed of retailer. Customer service reps answer phone calls within two rings and respond to emails within half an hour. The retailer sends handwritten Christmas cards to customers and flowers and sympathy cards to Chewy shoppers who have lost their animal companions.
Not happy with your order? The customer service rep might send you a replacement and tell you to donate the one you already have to a local shelter.
Chewy's New Call Center: Working In A Sea Of Cubicle
Chewy's new call center used to be home to a Sears and Woolworth's. If you hear a dog barking in the background when you call, that's because employees are allowed to bring their small animal companions to work.
But The First Idea Was Hardly Chewy
Chewy founders Ryan Cohen and Michael Day met online. Their first venture was a website where they sold jewelry. They were at a trade show when they realized they had no passion for an industry they knew very little about.
But Cohen did have a passion -- his teacup poodle. He's one of those people who thinks of himself as a pet parent, not a pet owner. It occurred to him that there are lots of people like him, and they'll spare no expense to keep their four-legged family members healthy and happy.
Chew On This
Cohen and Day started Chewy.com in 2011. Last year, they sold the company to PetSmart for $3.35 billion, the largest e-commerce acquisition in history.
Soon after the acquisition, several cat food manufacturers stopped making their brands available on Chewy.com. But the shoppers just keep coming, maybe because of the customer service from what Chewy calls the Wow Team.