Dog owner mourning her pet tried to return his unopened food — but the company’s response was so kind it left her sobbing

When you lose a pet, the grief can be overwhelming. Even small reminders like toys or leftover food can bring a wave of emotion. When Anna Brose's dog passed away, she found herself in that space. Brose’s five-year-old dog Gus died from stomach bloat in June 2022. She dearly missed her chocolate Labrador and German short-haired pointer mix pup and was trying to take care of the loose ends. One of those tasks led to a moment that stood out in her difficult week.

"Gus was a sweet, loving soul," Brose opened up to FOX 9. Gus had been anxious when they welcomed him into their family. But over time, he learned to trust and just wanted to be near his people. "He was very nervous when we first adopted him, and had a lot of fears — new people, thunder, balloons — but he worked so hard to overcome those fears in order to be close to us. He just wanted to be in physical contact with one of us at all times," she shared. After his passing, Brose decided to return an unopened bag of dog food she had ordered from Chewy. When she contacted their customer service, the representative named Jordan not only offered a full refund but also extended sincere condolences, suggesting she donate the food to a local animal shelter.

A few days later, Brose was surprised to find a box on her front porch in Madison, Wisconsin. Inside was a bouquet of flowers. She assumed it was from a friend or relative. Instead, the flowers were from Jordan at Chewy, the same representative she had spoken with about the return. “It was so touching and unexpected,” Brose said. “I've always had great customer service from them, but this was a whole other level. It meant so much to us that they knew and cared that Gus was gone.” That thoughtful gesture meant more than a simple refund; it was a reminder that someone cared, even during a quiet, painful moment.

Brose shared the story on X (formerly Twitter), writing about the full refund, the suggestion to donate the food, and the surprise flower delivery. Chewy replied to her post, writing, “It’s the least we could do, Anna. We hope these flowers will help to keep your spirits up.” Andrew Stein, a senior director at Chewy, later explained that acts like these are part of their company culture. “Each interaction with a customer is an opportunity to delight them in a moment of joy or provide empathy in a time of grief,” he said. "These acts of enduring companionship, which include sending hand-written holiday cards, hand-painted pet portraits, and sympathy flowers, are embedded in our culture and allow us to create deeply personal and emotional connections through all the highs and lows of the pet parent journey."