Despite her grief, Brose knew she had to deal with the unopened bag of medication dog food she had bought. So she contacted Chewy.com to see if she could return it and receive a refund. Their surprising reaction resulted in a surprise she will never forget.
When Gus, a rescue dog, sadly passed away, his mother, Anna Brose, was left with an empty heart and a full bag of dog food. Many individuals expressed their sympathies to Brose and her husband, but nothing seemed to make her feel better.
Gus was three years old when Brose and her husband met him in a Montana shelter. He was an anxious, scared dog that really wanted to be near Brose. As a result, the couple felt he needed to be a part of the family and adopted him. Gus stayed at their side through numerous adventures and travels, becoming more at ease around them every day.
Unfortunately, Gus died when he was about eight years old, ending their pleasure. When Brose and her husband were out of town, the friend who was watching Gus called. They said that Gus died unexpectedly, and the vet indicated it was due to bloat. Brose, on the other hand, is still unsure of what triggered the disease.
Brose was grieving the loss of her pet dog when she noticed she had an unopened bag of Chewy dog food. She didn’t have the energy to phone them, so she used the virtual chat tool instead.
“I didn’t even give his name,” Brose explained, “but the individual must have gone and looked at my profile.” “They responded quickly and said, ‘I’m really sorry about Gus.’ It was very moving.”
To her astonishment, Jordan, the chat operator, gave her a refund without asking for the food back. Instead, they encouraged her to donate the food to a nearby shelter. Brose was moved, but that was just the beginning of the company’s generosity.
Brose returned home later that week to find a box of roses on her porch. She initially assumed it was from a friend expressing their sorrow. But, to her astonishment, it came from Jordan, the Chewy salesperson with whom she had spoken. She was so touched by the gift that she told her experience on Twitter.
“Last week, I contacted @Chewy to inquire whether I could return an unopened bag of my dog’s food after he died.” “They 1) offered me a complete refund, 2) instructed me to donate the food to the shelter, and 3) had flowers delivered today with a gift letter signed by the person I spoke with,” Brose stated.
Many people shared similar anecdotes in the comments section of Brose’s piece. When they contacted Chewy about returning their deceased pet’s supplies, everyone stated they received the same response. They always reimbursed them and advised them to give to a shelter. Many other clients received flowers as well, but some received one-of-a-kind gifts such as bespoke portraits of their pets.
