This just popped up on my social media, although when I checked to see if it's a true story (it is!) it turned out to be from 2022. But it's such a heartwarmer that it warrants revisiting, especially after losing Sophie earlier this year.
Apparently this isn't unusual. Chewy does this stuff all the time. In fact, in the linked article, there's a shelter worker confirming that they get many donations from orders that originated from Chewy that normally would be returned.
I can confirm how much genuine compassion is helpful after the loss of a pet. As I mentioned in this post, Hearts and Halos and Dr. Sarah (Sophie's in-home euthanasia) were beyond compassionate and helped make an awful experience that much less traumatic.
Then there was the reaction from Sophie's long-time vet. One of the services Hearts and Halos offers is to notify the vet of the death, so that I didn't have to make that call. A few days later I got a card in the mail from the animal hospital, with a message scrawled by some random employee (not from her vet or the hospital as a whole) and that was it. Never heard from them again, in spite of the fact that Sophie had been in there less than a week before her death and had been a patient for over a decade. It wasn't that I was expecting something as much as I was shocked that this otherwise well-run animal hospital didn't do. Given her age and how recently she'd been in there, I was surprised the vet didn't call. Maybe they were concerned I'd give them grief about not realizing Sophie was nearing the end and recommending more meds and labs (expensive meds and labs) but honestly, Sophie had bounced back so many times I was willing to give it a shot, plus that shouldn't be a reason not to hear from them. To this day I'm shocked they went so silent.
So props to Chewy for taking the time and making the effort to acknowledge a customer they never actually met. Class move and something that I can vouch made the loss a little less painful.
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