When rescue dog Gus passed away unexpectedly, his mom Anna Brose was left with an empty heart and a full bag of dog food. Many people shared their condolences with Brose and her husband, but nothing seemed to cheer her up.
Despite her sorrows, Brose knew she had to do something about the unopened bag of prescription dog food she had purchased. So, she reached out to Chewy.com to see if she could return it for a refund. Their unexpected response led to a surprise she’ll never forget.
An Unforgettable Act of Kindness
Brose and her husband met Gus at a Montana shelter when he was only three years old. He was a nervous, scared dog, but he wanted to be near Brose. So, the couple decided he needed to be part of the family, and they adopted him. Through many adventures and traveling, Gus stayed by their side and grew more comfortable around them every day.
But sadly, the happiness came to an end when Gus passed away at about eight years old. When Brose and her husband were out of town, they received a call from the friend who was watching Gus. They explained that Gus had died suddenly, and the vet said it was caused by bloat. However, Brose still doesn’t know what caused the condition.
As Brose mourned the loss of her beloved canine, she realized she had an unopened bag of dog food she’d bought from Chewy. She didn’t have the strength to call them, so she turned to the virtual chat feature.
“I didn’t even say his name, but the person must have gone and looked at my profile,” Brose said. “They got back to me right away and said, ‘I’m so sorry about Gus.’ It was so touching.”
To her surprise, the chat representative named Jordan gave her a refund without wanting the food back. They asked her to donate the food to her local shelter instead. Brose was so touched, but that was only the beginning of the company’s kindness.
Chewy Supports Its Customers
Later that week, Brose came home to find a box of flowers on her porch. At first, she assumed it was from a friend sharing their condolences. But to her surprise, it was from Jordan, the Chewy representative she spoke to. She was so grateful for the kind gesture that she shared her story on Twitter.
“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) had flowers delivered today with the gift note signed by the person I talked to,” Brose wrote.
Many people commented on Brose’s post sharing similar stories. Everyone said that Chewy had the same response when they reached out about returning their deceased pet’s products. They always refunded them and suggested they donate to a shelter. Many other customers also received flowers, but some got unique items like custom portraits of their pets.
Chewy’s actions prove the company cares about its four-legged customers. What they did for Gus is something Brose will always hold in her heart.
Featured Image: Twitter