Upon receiving the order, the couple contacted Chewy.com to explain what had happened. They asked if they could return the dog food to the company and get a refund, minus the cost of shipping. What Chewy.com did next, though, came as a surprise.
Laura Waltenburg, the woman’s sister, would in fact go on to share the company’s uncommonly generous response on Facebook. She wrote, “They responded with unbelievable kindness. They credited their credit card for the full purchase price and asked them to donate the dog food to a local shelter.”
The thoughtfulness shown by Chewy.com did not stop there, however. Following the company’s response to her brother-in-law’s email, Waltenburg described how the bereaved family had received another message. “They sent a second email requesting a picture of one of the dogs to put in their memorial book to honor her,” she wrote.