Chewy hired 1,000 workers for pet food customer service

Chewy CEO Ryan Cohen once stated that customer service is the reason for the company’s success.

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(Minerva Studio,
(Minerva Studio,

Chewy hired 1,000 workers and plans to hire 400 more for the online pet food retailer’s customer service center in Hollywood, Florida, USA, reported the Sun-Sentinel. Chewy’s service center is open 24-hours every day. The center covers 100,000 square-feet and occupies a former mall. At least 20 new employees come aboard at Chewy’s call center every Monday for training.

Chewy’s co-founder and CEO Ryan Cohen once stated that customer service is the reason for the company’s success, according to the report. The online pet food retailer’s representatives answer the phone within two rings and respond to emails within half an hour.

Chewy online pet food retail history

Chewy is an online pet food retailer and founded by Ryan Cohen and Michael Day in 2011. PetSmart purchased Chewy in 2017.

Several pet food companies stopped selling their products on Chewy after the acquisition by PetSmart. In April 2017, Tuffy’s Pet Foods stopped offering their products on Chewy after PetSmart announced plans to buy the online pet food retailer. Tuffy’s move worked out well for the company, Dan Schmitz, national sales manager for KLN Brands told Petfood Industry. KLN owns Tuffy’s Pet Foods.

“We have received calls, emails and social media interaction that have been very positive,” Schmitz said. “Both retailers and pet parents have expressed that this was a very positive move for our company!”

Hound and Gato, Fromm Family Foods and Champion Petfoods also stopped selling their dog and cat foods on Chewy after the acquisition.

Fromm Facebook page posted a statement that included the following:

Fromm Family Foods is 5th generation family owned-and-operated company with a long history of selling our products exclusively to independent pet retailers. Fromm believes our products are best sold by retailers who know our product and can offer pet parents what’s right for their specific dog or cat. As a result of Chewy’s sale to PetSmart, they are no longer an authorized retailer of Fromm Products.”

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