Review Insights · Google Play
PetSmart
PetSmart LLC · 28,004 ratings · ★ 3.7
3.7
★★★★★
28,004 ratings
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Top complaints - extracted from 48 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"order"
12 negative reviews mention this · 25% of all complaints
★★★★★ "wont even open. I try to open the app and after about 10 seconds it says "We are having connection issues. Close the app and restart it". I do that and get the same message. I clear the cache and get the same message. I uninstall and reinst…" - Robert Hunt
2
"account"
6 negative reviews mention this · 13% of all complaints
★★★★★ "The app won't even let me sign into my account. I use a web browser and it let's me in, but when I attempt to login on the app using the same credentials, it won't let me in! It consistently tells me that my login info is incorrect! And yet…" - Olivia Figueroa
3
"website"
6 negative reviews mention this · 13% of all complaints
★★★★★ "The app won't even let me sign into my account. I use a web browser and it let's me in, but when I attempt to login on the app using the same credentials, it won't let me in! It consistently tells me that my login info is incorrect! And yet…" - Olivia Figueroa
4
"save"
5 negative reviews mention this · 10% of all complaints
★★★★★ "The savings are a gimmick, I bought more food than I needed at the moment to save $ but bcz I decided to use some reward $ I didn't get the $ off. I hate getting sucked in but I did :(." - Pamela Pieciak
5
"having"
5 negative reviews mention this · 10% of all complaints
★★★★★ "wont even open. I try to open the app and after about 10 seconds it says "We are having connection issues. Close the app and restart it". I do that and get the same message. I clear the cache and get the same message. I uninstall and reinst…" - Robert Hunt
6
"petsmart"
5 negative reviews mention this · 10% of all complaints
★★★★★ "petsmart not a good company" - Vim Mee
7
"points"
5 negative reviews mention this · 10% of all complaints
★★★★★ "Worst online experience ever with the app and website. Created an account to take advantage of a points promotion and discount for autoship. First time I selected shipping and received an email to pick up at a store more than twice as far a…" - Steve Canesso
📋 All 48 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
The app won't even let me sign into my account. I use a web browser and it let's me in, but when I attempt to login on the app using the same credentials, it won't let me in! It consistently tells me that my login info is incorrect! And yet, it lets me into my account just fine on the website! So irritating!
ever since the update it won't even load. tried uninstalling and re installing multiple times. app won't open
The savings are a gimmick, I bought more food than I needed at the moment to save $ but bcz I decided to use some reward $ I didn't get the $ off. I hate getting sucked in but I did :(.
wont even open. I try to open the app and after about 10 seconds it says "We are having connection issues. Close the app and restart it". I do that and get the same message. I clear the cache and get the same message. I uninstall and reinstall the app I get the same message. I guess I'll just exclusively order from Chewy from now on.
petsmart not a good company
This app is TERRIBLE! I am completely unsure why I am not allowed to use my gift card, my debit card, order my credit card to pay for my stuff. I spend so much money here and it's absolutely ridiculous that I'm not allowed to use any form of payment other than paypal.
Uninstalled reinstalled, app data cleared, restarted phone. still unable to open app for days. made my pickup order pointless as I had to go in and wait in like with 1 cashier as they got through a line of people. huge dissarisfier. not having the option to select pickup options on the Web site is pretty terrible
app is unstable and crashes often
Suddenly getting a "connection issue" error message whenever I try to open the app. Uninstalling then reinstalling it did nothing. Neither did pausing my VPN service, nor were there any available updates.
app never works anymore. Everytime you try to use it you get a message saying they are having connection issues and to restart the app. I've restarted it, removed and reinstalled it and I always get that message.
whatever happened with the last update majorly screwed the app. I haven't been able to even open the app in over week. keep getting "sorry, we are having connection issues. please restart the app and try again." been forced to use the website instead
do not l I ke
cant even place order app is broken
keeps sending me emails even though I have never had those options turned on
app no longer works
app is great when it works... constantly get error that just states something went wrong then try again later...very frustrating.
The app doesn't even open
constant glitches and doesn't open
Worst online experience ever with the app and website. Created an account to take advantage of a points promotion and discount for autoship. First time I selected shipping and received an email to pick up at a store more than twice as far as my closest store. I decided to go to the closet store to explain the mix up and was told that there was nothing they could do. Tried a second account and they cancelled my order after accepting it. Uninstalled app and will never go to PetSmart again.
Ridiculous that I can't access my order's tracking number from within the app. I have to leave app and access the website through chrome to get to order tracking. Makes no sense. Please fix!
My 1st order arrived a mess! Damaged box and cans and was days late. I delayed 2nd order to July filed a complaint and not only did I not hear back from anyone the 2nd order was sent and just arrived and I was charged and I didn't order it because I delayed next shipment so I could deal with the complaint. I can not easily find a way to contact anyone and I do not see a cancel button for the auto ship. oh, and the 2nd order that just arrived that I did not order was in the same bad condition.
App is buggy and I was forced to download just to get curbside pick and now I have an app on my phone that takes up space and useless. Do better PetSmart hire real software engineers in 2026 apps and technology shouldn't be your problem. Your app is terrible I was better off using your website.
its not letting me get on this app
I thought this was worth the travel or delivery fees but they remove reward points after your delivery and your before taxes total or applies when it serves them and not when u use points on your purchace..and I won't start on here about our last grooming experience..ending my account and deleting after my last few days interactions
Wouldn't let me reset my password. It just says that the link expired literally as I tried it, every time.
Cannot paste password from manager to sign in . What a complete fail.
Not compatible with Samsung Tab S11. please fix
I had a disagreement with Stephanie at Petsmart on Financial Center Parkway in Little Rock in Arkansas about the way she cut my pomeranians hair. She told me if I didn't like it to take them somewhere else. I showed them the picture, and they told me they could do the cut. This was in April. I talked to the manager about the cut and Stephanie telling me to take them somewhere else. I had paid for the services and told the manager that I didn't want a refund but to talk to Stephanie.
Terrible. Won't let you save credit card. Can't order training or supplies.
Why do I have to activate a deal? if I'm a member, why not just give me the deal if I buy that item?
It's really hard to re-book a quick service through the app when I get stalled at the page with ONLY wash and brush service options. I only need nails trimmed/grinding as a solo option!
would not let me sign in. kept saying there was an error to try again later.
Accidentally click a deal in which they take thousands of points for a "content entry" and there is no way to unclick. what incredibly scummy behavior for a major retailer
PetSmart is pushing autoship so hard that now whenever you buy something in a physical store, they automatically add it to autoship, and you have to go into the app to remove it. There's no way to turn this off. Time to switch to Petco.
The whole place is a rip off. If there was a deal it was online and if you went online and placed a order you would only recieve part of your order because the other part was sold out . This happened one to many times im done. not to mention the app is horrible. I will stick with Rens
I DO NOT RECOMMEND THIS APP. BAIT AND SWITCH. I was told by the cashier I could save $10 on my order if I signed up, so I did... as the line behind me grew. My items rang up at full price. The cashier told me "Sorry, you'll get your savings next time." So I went back a couple weeks later. Did I get my $10 savings? Nope. The cashier looked on my phone because I didn't understand how to find the savings & she said "You only have $2 savings." For The Same Exact Product I purchased 2 weeks prior.
Extremely Frustrating, the app doesn't show the mandatory information or details regarding my purchases or autoship. For instance, when I look at my previous orders it only shows that the items have shipped but nothing else. So, how do I know when the items will arrive or if they were delivered? This doesn't seem logical or professional. Please fix.
manger Elija didnt seem to care about my lost dog lease and collar that disappeared from store.
app is constantly broken
app constantly logs me out and unexpected errors
not able to select my province
I don't know what happened before, but this app used to work very well in the past.But now it just works like trash. I mean, I don't know what is going on.I forgot my password and I was trying to get in my account to do it.But it kept saying error please try again.Later honestly, I think i'm just gonna have to do it through my chrome or microsoft launcher.Because this is not working.
i want to make my own choices. It setting the tip amount is a huge problem, i cannot afford 20 dollars tips, i use this app so i can still get what i need without having to find a ride, so if you are going to force me to pay people 20 dollar tips i want reimbursement for the times i selected a different tip amount and your app changed them and price gouged my account.
there are a lot of glitches, but most importantly, the website and app don't talk to each other well. i removed my payment methods online but they were still on the app. tried to remove my cards on the app and it wouldn't let me delete one bc it was set as default but then claimed my card information needed verfied in order to save it as a non-default card. deleted my account nc i now have 3 charges from pet smart when i only made 1 purchase...
It's buggy. now I can't even log in without it crashing. both secure login and traditional login
Meh. It tracks my purchases, employees ask if I want to use my points, and I am happy to save $$. But as far as doing anything else with it, it's useless. The last time I shopped, they gave me a slip of paper with a QR code to scan to give me savings when I spend on products and services. The app does not scan QR codes. When I try with my phone QR code scanner, it just tells me to download the app. Which I have already done.
app doesnt have the catfood i order in the store. makes it hard to mobile order for pickup. looking for blue wilderness hairball and weightcontrol dry food. they have hairball. and weight control but not the combo one.
very disappointed. activating the offers seems to be hit and miss. this is the 3rd time I've activated the 5x points, emailed customer service and got told that's too bad. I'm tired of making purchases and getting screwed out of points
Sentiment summary
65%
Positive (4-5★)
6%
Neutral (3★)
29%
Negative (1-2★)