Founded by Ryan Cohen and Michael Day in 2010, Chewy, Inc. (CHWY) is an American online retailer of pet food and other pet-related products based in Dania Beach, Florida. The company became publicly listed in June 2019, and although it is a newer player in the market as compared to its much older competitors, it has quickly turned into one of the primary online destinations for pet products.
Chewy provides a diverse assortment of pet food, supplies, and medications across the United States. Its vast inventory comprises everything from dog toys and cat treats to elaborate aquarium setups. For pet owners dealing with animals' health issues, Chewy’s dedicated online pharmacy provides an array of prescription foods, medications, and more. The company’s model mainly focuses on recurring customer purchases by offering an autoship feature, where customers can schedule shipments of regular supplies.
Customer service is a fundamental part of the Chewy experience, with its dedicated team providing around-the-clock support. The company leverages artificial intelligence to enhance its customer service efficiency, reducing response times and increasing satisfaction levels.
Chewy is not just an online pet store, but also a resource center for pet parents. The company's blog, "Chewy Central," offers a variety of articles, guides, and advice for pet owners. Customers can find tips on pet nutrition, training, grooming, and a host of other pet-related topics.
Chewy, Inc. brought in total net sales over $7 billion in 2021 and serviced nearly 20 million active customers. The company's rapid growth is a testament to the increasing trend in pet ownership, especially during the COVID-19 pandemic, which saw a surge in popularity in pet adoption. Chewy’s ability to deliver pet supplies and medications directly to the consumer’s doorstep has been recognized as particularly valuable during this time.
The company’s social responsibility arm, Chewy Cares, is dedicated to making a positive impact on the world by partnering with shelters, rescues, and animal welfare organizations. In response to the COVID-19 crisis, Chewy, Inc. donated more than $27 million in pet food, healthcare supplies, and other products to pet-related charities and other non-profit organizations.
In summary, Chewy, Inc. operates with a customer-centric approach, focusing on providing quality products, excellent customer service, and resources for pet parents. The company stays at the forefront of innovation in the pet supply industry and continues to expand its market share with a keen focus on meeting the needs of modern pet owners.