Madison, Wes. – When Anna Bruce’s dog died, she decided to send Chewy’s unused pet food—without expecting the company to send her a gift.
Gus – the 5-year-old chocolatier of Brose/German Shorthair Pointer mix – recently died of stomach bloating.
“Gus was a kind and loving soul,” Bruce told Fox TV. “He was very nervous when he first adopted him, and he had a lot of fears – new people, thunder, balloons – but he worked hard to overcome those fears in order to be close to us. He just wanted to be in physical contact with one of us at all times. “.
Bruce said she ordered pet food from Chewy and tried to return Gus’s unopened bag of dog food a week after his death.
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She said that the company’s customer service agent, named Jordan, not only offered her condolences, but gave her back in full. Bruce said the agent advised her to donate food to a local shelter.
Then came a surprise.
Last week, Bruce said, she found a box of flowers on her front porch in Madison, Wisconsin. I initially thought it was from a friend or relative, but it turned out that the bouquet came from Jordan Shui.
“It was very touching and unexpected to receive flowers from Chewy,” she continued. “They totally blew me away. I’ve always had great customer service from them, but this was a whole other level. It meant so much to us that they knew and cared about Gus’s departure.”
She posted about the touch gesture on her Twitter page.
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She wrote: “I called Chewy last week to see if I could return an unopened bag of food from my dog after he passed away.” “They 1) gave me a full refund, 2) told me to donate food to the shelter, and 3) flowers were delivered today with the gift note signed by the person I spoke to??
Chewy responded too.
“It’s the least we can do Anna. We hope these flowers help keep your spirits high,” the company wrote on Twitter.
“Every interaction with a customer is an opportunity to delight them in a moment of joy or offer sympathy in a time of grief,” Andrew Stein, Chewy’s senior director of customer service, said in a statement to FOX TV stations. “This act of enduring companionship, which includes sending out handwritten holiday cards, hand-drawn pet photos, and sympathy flowers, is an integral part of our culture and allows us to create deep personal and emotional bonds through all of a pet parent’s ups and downs journey. .”
Some people online have accused Chewy of self-promotion. However, Bruce said that doesn’t mean the company doesn’t have empathy.
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“Of course, the company must promote itself to be successful,” she added. “However, I really feel that their customer service staff act out of empathy and genuine care for their customers and their pets.”
Bruce said she never expected her tweet to go viral, but it was a special way to remember Joss.
“Gus was such a special dog,” she said, “and it means so much that so many people will remember him.” “I hope people find hope in this story and feel inspired to support shelter dogs like Gus through adoption or a donation to their local humanitarian community.”
This story was reported from Los Angeles.