Chewy is an online retailer that offers a wide array of pet food and other pet supplies, and according to their website, Chewy’s topmost priority is to make their customers happy, and they recently proved to deliver on that promise when one of their customers, Joseph Inabnet, had to put down his pug, Bailey. Joseph had an unopened bag of Bailey’s prescription dog food that he wanted to return. According to Joseph, he contacted Chewy about the matter, and they refunded him the entire amount he paid for the food, and didn’t even ask him to send it back. They told him to donate it to a local shelter instead.

Just recently, Joseph got a surprise in the mail: a beautiful oil painting of Bailey by artist Sharon LaVoie Lamb and an uplifting note from Chewy, letting him know that they share his pain, too.

People were quick to share their experience with Chewy, and praised them for the superb customer service. According to customers’ reactions on the internet, Chewy constantly makes sure their customers are heard and looked out for. A customer in Dallas, Texas lost her dog and one month later, she lost her cat, too. She asked for her order to be cancelled and Chewy refunded her purchase with no questions asked. They even sent her flowers and a note to express their condolences.

They did the same for the Stack family, too, when they lost Jake, their 6-year-old Great Dane. They called Chewy in the afternoon and by night time they received a refund for the dog food, flowers of condolences and a note saying to just donate the dog food to a shelter.