Just when you think that the world is going to hell in a handbasket, something lovely happens unexpectedly and it gives you hope. 

A week ago, I got an email from Chewy, the pet supply company, informing me that they were sending me my little dog George’s heartworm medicine.  I quickly checked my supply of this medicine and realized that since George’s sister Gracie passed away, I still had lots of her medicine on hand. 

I wrote back and asked that they hold the medicine since I had plenty. 

I received an email in reply that was not written by a robot. In read, in part: 

“Hi there Kathy, 

“I’m so sorry to hear about your beloved Gracie passing. I have updated your next Autoship date. Here at Chewy, we’re all pet parents and can completely understand how hard this time might be for you. We know our animals aren’t just pets; they’re our family.  It can help to talk to other folks who can relate, so always feel free to reach out to us. We’re here for you now and we’ll be here in the months and years ahead. We’re all sending lots of strength, comfort, and empathy to you. 

“Our fur babies enter and leave our lives, but the impressions they make on our hearts stay with us forever. We hope that you find comfort from all the wonderful memories, knowing that you provided a loving home to your little one. 

“If you need anything, please do not hesitate to ask. We are here around the clock to lend a helping paw.  

"Furry regards, Jody P., Customer Service, Chewy” 

 I found that letter was very sweet and totally unexpected.  Nowadays you expect some short impersonal “we will hold your order” message, but Chewy really stepped up to the plate. 

But wait, there’s more.  I was in NYC when I received a text from FedEx telling me that I had received a package from Chewy. Drat, I thought, they sent the medicine anyway. 

Imagine my amazement and gratitude when I instead received a bouquet of sunflowers from Chewy, along with a note that read, “We hope these flowers bring you a smile and remind you of the love Gracie left on your heart.  Sending you comforting hugs.  Your Chewy Family.” 

I mean, this takes customer service to an entirely new level. Whoever oversees customer relations at Chewy really knows what they are doing.  We do so much on the computer these days—deposit checks, pay bills, order everything from food to clothing to pet medicine—that the human touch is often lost in the shuffle.  

To receive such a personal response from an online company is both surprising and heartwarming.  It makes you feel like you’re dealing with real humans.  And pet lovers, to boot. 

I emailed Chewy to express my thanks, and received this reply: 

“Hi there Kathy, Thanks for taking the time to reply. It’s an honor and a pleasure to be here for you and your furry family. We’re only able to do what we do because of loyal Chewy family members like you. 

 “Please give your little one extra belly rubs from all of us here at Chewy. Warm regards, Devin T. Customer Service, Chewy” 

The unexpected – dare I say startling – human touch.  Bravo, Chewy.

KATHY WERNER is a three-time National Newspaper Association Award winner for the Democrat, and a true member of the family.