Tom Kunse

A woman received an automated $70 delivery of prescription dog food on her front porch. Her dog had died three days earlier. Grieving and overwhelmed, she called Chewy customer support asking if she could ship the unopened bag back for a refund. Most ecommerce companies would generate an RMA slip, deduct shipping fees, and tell her to carry the 30-pound bag to a drop-off depot.The Chewy support agent refunded the entire $70 charge while they were still talking on the phone. Then she gently asked her to donate the unopened bag to a local animal rescue instead of returning it. The woman felt relieved and thanked the rep before hanging up. Two days later, the doorbell rang.Standing outside was a local florist holding a bouquet of fresh flowers with a handwritten card signed by the Chewy agent offering condolences for her dog. Chewy sends over 10,000 handwritten cards and custom floral deliveries every single year to grieving pet owners. Spreadsheet purists would cut that budget line immediately. That quiet line item is the exact reason customers stay with them for life.I owned restaurants for a decade. Learning about this type of service was one of the most important lessons I took with me. Treating people with genuine empathy during difficult moments builds relationships no marketing budget can replicate. P.S. Chewy empowers reps to send full refunds, donation requests, and flowers to grieving pet parents. P.P.S. This post is educational content based on real events to share customer service lessons.