Chewy’s CEO is chasing ’empathy at scale’

Chewy CEO Sumit Singh stated that the company's focus on "empathy at scale" is a key differentiator in the e-commerce landscape. When Singh joined Chewy in 2017 as COO, the online retailer's fiscal 2017 net sales were over $2.1 billion, but the company was still unprofitable. Singh, who became CEO in 2018, initially viewed customer care as a cost center but now recognizes its importance in a sector where empathy is crucial. Chewy built customer loyalty not just through efficient supply chains and competitive pricing, but by providing exceptional customer service, including sending handwritten sympathy cards or flowers to customers experiencing pet loss. This approach fosters strong customer relationships, according to Singh. Chewy, founded 15 years ago and with an IPO in 2019, operates 18 fulfillment centers and five pharmacy hubs, positioning it as the third-largest direct-to-consumer e-commerce network in the U.S. The company has achieved profitability, reporting an adjusted EBITDA of $718.2 million and a net income of $222.8 million on $12.6 billion in net sales for fiscal 2025. Chewy recently adjusted its fiscal 2026 net sales forecast downwards to $13.4 to $13.55 billion, from the previously projected $13.6 to $13.75 billion, citing softer consumer spending.