Losing a pet is never easy – after all, dogs are often called “man’s best friend”. So when you’re a pet-centric business, it’s best to have a plan in place when a customer is grieving and needs help.
While mourning the loss of her beloved dog Gus, Twitter user Anna Brose posted about her recent experience with pet retailer Chewy and her quick – and heartwarming – response when she tried to get rid of dog food she no longer needed.
“I contacted @Chewy last week to see if I could return an unopened bag of my dog’s food after he died,” Brose wrote in the heartbreaking tweet. “They 1) gave me a full refund, 2) told me to donate the food to the shelter. and 3) delivered flowers today with the gift note signed by the person I spoke to??”
I contacted @Chewy last week to see if I could return an unopened bag of my dog’s food after he died. They 1) gave me a full refund, 2) told me to donate the food to the shelter, and 3) delivered flowers today with the gift note signed by the person I spoke to??
Talk about taking a difficult situation and turning it into a loyal customer.
Brose’s original Tweet received over 564,500 likes and 33,000 retweets as of Thursday afternoon and is filled with thousands of comments and testimonials from other Chewy customers with similar – and equally positive, experiences following the death of their pets.
“@Chewy did the same for me when we lost our dear, Murphy Brown,” said Twitter user Krys Marshall. wrote in reply. “I had just ordered 2 boxes of his special kidney diet, and they arrived after he passed away. But they gave a full refund and told us to just donate the food to a shelter. That act of kindness meant a lot.”
@Chewy did the same for me when we lost our sweet boy, Murphy Brown. I had just ordered 2 boxes of his special kidney diet, and they arrived after he passed away. But they gave a full refund and told us to just donate the food to a shelter. That act of kindness meant a lot. pic.twitter.com/KrxWjBVh6T
— Krys Marshall (@KrysMarshall) June 16, 2022
Others praised the company for its kind gestures and gifts, many commentators saying that Chewy had even sent custom paintings of his beloved dogs.
— CFOLS (@bruins77girl) June 16, 2022
“We will be forever grateful for this painting you guys sent us after we had to drop the daisy,” another Twitter user chimed in on the brand’s acts of kindness. “We’re still not sure how you guys knew as we still had other dogs and we didn’t cancel any good orders. We put her where we see her every day. Thank you so much!”
Others simply offered Brose words of support and sympathy.
“First, I’m sorry your dog passed away and I know this pain well. It’s very difficult,” a Twitter user named Tracy regretted. “What about Chewy? I think that’s amazing! How nice of them to be so sensitive to what you’re going through. Be careful.”
Even Chewy himself reached out to Brose in response to his kind story.
“It’s the least we can do Anna,” Chewy tweeted. “We hope these flowers help to keep the spirits up.”
It’s the least we can do, Anna. We hope these flowers help keep your spirits up.
— Chewy (@Chewy) June 15, 2022
Entrepreneur contacted Brose and Chewy for additional information.
Florida-based Chewy was acquired in 2017 by PetSmart in a $3.35 billion deal before pricing its IPO at $22 a share in 2019. The order gave the company an estimated valuation of $8. ,8. billion.
As of Thursday afternoon, Chewy was up about 5.5% over a one-month period.