Review Insights · Google Play
PetSmart
PetSmart LLC · 27,688 ratings · ★ 3.6
3.6
★★★★★
27,688 ratings
🎯 Build a better version
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"
10 negative reviews mention this · 21% of all complaints
★★★★★ "Never using this for delivery ever again. Stupid thing cancels orders if the items aren't in stock instead of just having some more shipped from a warehouse. But, when I order an item in stock at the store, it takes so long to arrive, I end…" - Bryan Figueroa
2
"store"
8 negative reviews mention this · 17% of all complaints
★★★★★ "Never using this for delivery ever again. Stupid thing cancels orders if the items aren't in stock instead of just having some more shipped from a warehouse. But, when I order an item in stock at the store, it takes so long to arrive, I end…" - Bryan Figueroa
3
"doesn"
8 negative reviews mention this · 17% of all complaints
★★★★★ "more often than not, when I try to check out, it tells me "an error has occurred"... but doesn't tell me the error. so then I buy from amazon. please improve your app." - Charlotte Funnell
4
"work"
7 negative reviews mention this · 15% of all complaints
★★★★★ "Created a account went to checkout and said my address is not valid. Thought I would try Petsmart. Never again. I will stick with Chewy. At least all my orders are sent to my address without any problems. And the app sucks. To slow. My advi…" - Alysia Latvala
5
"error"
6 negative reviews mention this · 13% of all complaints
★★★★★ "more often than not, when I try to check out, it tells me "an error has occurred"... but doesn't tell me the error. so then I buy from amazon. please improve your app." - Charlotte Funnell
6
"phone"
5 negative reviews mention this · 10% of all complaints
★★★★★ "was told that I'd receive discounts through phone number, then told i needed the app at checkout. couldnt find app in time so no discount. its always one convoluted thing to do after another so you dont receive the discount and additionally…" - Alex Summers
7
"check"
5 negative reviews mention this · 10% of all complaints
★★★★★ "was told that I'd receive discounts through phone number, then told i needed the app at checkout. couldnt find app in time so no discount. its always one convoluted thing to do after another so you dont receive the discount and additionally…" - Alex Summers
8
"petsmart"
5 negative reviews mention this · 10% of all complaints
★★★★★ "Created a account went to checkout and said my address is not valid. Thought I would try Petsmart. Never again. I will stick with Chewy. At least all my orders are sent to my address without any problems. And the app sucks. To slow. My advi…" - Alysia Latvala
9
"been"
5 negative reviews mention this · 10% of all complaints
★★★★★ "I've been trying to place an order since last night. It's not working." - Barbara Waxler
10
"website"
5 negative reviews mention this · 10% of all complaints
★★★★★ "Currently the only thing the app is good for is adding your reward bonuses, which can easily be done through the website. As others have said ordering for delivery through the app is not possible." - Dale Cunnington
📋 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").
was told that I'd receive discounts through phone number, then told i needed the app at checkout. couldnt find app in time so no discount. its always one convoluted thing to do after another so you dont receive the discount and additionally they sell your info with spam calls starting after purchases.
updated app, won't let me check out. awesome.... updated app again and still can't check out.
Never using this for delivery ever again. Stupid thing cancels orders if the items aren't in stock instead of just having some more shipped from a warehouse. But, when I order an item in stock at the store, it takes so long to arrive, I end up having to drive to the store and buy the damn thing there. If I need something delivered, I'll just use Amazon.
more often than not, when I try to check out, it tells me "an error has occurred"... but doesn't tell me the error. so then I buy from amazon. please improve your app.
Created a account went to checkout and said my address is not valid. Thought I would try Petsmart. Never again. I will stick with Chewy. At least all my orders are sent to my address without any problems. And the app sucks. To slow. My advice is to stay with Chewy. At least the app works and have way better prices.
Useless app. You never can complete the purchase. What is the point of this app? Waste if time
When you try to make a grooming appointment for a certain day and its full, it automatically changes the date to the next date with availability. That is very sneaky and I wish you guys didn't do that. Twice now I've made grooming appointments for what I thought was a certain day and then had to cancel them. Once I even showed up with my dog for what I thought was her appointment and then had to be turned away. This is very unprofessional of you guys!
app won't even let me add my card just gives me an error message, what good is it if you can't even add a payment method I'd give it a zero if a could
doesn't work
App has very little information on either company or vendors, very limited selection of low-quality products for pet birds, and refuses to disclose origins or personal details on each live bird sold. No way to ask questions or leave feedback, and employees in person are strongly discouraged from giving customers helpful info regarding better supplies or company policy. As a pet owner, I am very concerned. It feels safer patronizing Chewy, despite no brick and mortar.
Won't pick up Canadian option email says download the Canadian app, I download app, and open it, only to be in the US app not Canadian?
I've been trying to place an order since last night. It's not working.
Can't even add payment methods, couldn't even give them money if I wanted to.
Never has the purchase history working.
Currently the only thing the app is good for is adding your reward bonuses, which can easily be done through the website. As others have said ordering for delivery through the app is not possible.
It use to be good but now the text doesn't fit my screen, and worst of all, it doesn't allow me to move to the next screen when I'm at the store to deliver my order to my car!
Sometimes it works sometimes it doesn't and really sick of the forced updates! STOP MAKING US UPDATE TO USE
charges your card when an error occurs at checkout. tried purchasing cat litter and it kept charging my card rather than confirming my order.
store associate said app was more reliable than website, WRONG!!! Every time I try ordering from the website I get frustrated and give up, last time a store employee said the app was more reliable, so after being told my password was wrong, which it said last time, but at least let me reset it last time, and this time saying my email isn't on file, it let me sign up for a new account. what happened to my rewards from the account that vanished. might have to switch local pet suppliers.
The way PetSmart pressures employees to promote this app to customers is insane, considering it doesnt work 90% of the time.
worthless
Useless for redeeming rewards. It should be possible to add Petsmart Rewards to a phone wallet to display a bar code for the cashier to scan, especially since there is no easy way to display one using this absurdly complicated app (If it even exists. I still haven't found one). Instead we're forced to broadcast our phone number to everyone in the store. How is Petsmart still stuck in the 20th century?
This has to be the worst app. There is always an error or issue with trying to order or pay or check out. Seems from other's reviews this is common. Absolutely frustrating!
Can't complete the order process.
will not let me place orders online because it is stuck in the US. have tried uninstalling and redownloading but nothing changes. has been like this for years, and atp I'm done waiting on a fix.
Delivery address no longer available...? Been ordering for years and now all of a sudden, no more deliveries. The app and website don't even recognize my address anymore. On top of that, petsmart can't verify my email so I can't use rewards. You suck petsmart!
the app barely works. I haven't been able to place an order in months, and now I can't even add products to my cart.
Won't keep cart contents and displays 401 messages. Won't change to my local store. I closed out, reopened. Nope. Cleared cache, restarted phone, nope. So Chewy still gets my money. I have 3 cats and 3 birds to buy for. PetSmart doesn't want my Autoship money! I spend hundreds each month. Stupid app software.
I updated my address and it will not let me proceed to check out and get my orders shipped. I have been trying for an hour. I am beyond frustrated and it's cheaper on the app than it is on the desktop website which makes no sense. if you want to rip out your hair in frustration while your cat watches, then this is the app for you. otherwise just go with Amazon
doesn't work
Advertised on the Canada website as their app, but it only ships to US addresses. Useless.
app page froze while using it, malware may have accompanied app which hijacked my phone with full page video ads while using internet, starting just after I downloaded this app. checked my phone tools app setting, turned off notifications & not allow app to "appear on top" but ads continued. Checked google play store app manager, one rogue harmful site was identified & i selected "remove it".
Is there no app for Canadian residents?
App is fine?? I keep getting payment errors that don't allow me to complete a purchase in the app....looking at other reviews, this seems to be an issue that has existed for years. pls fix.
promo codes never work
I have tried twice to submit a review and all I get is the spinning icon and then it freezes up.
cant open app. Android galaxy S22plus. open app, click account, asks to confirm fingerprint by pressing sensor and it instantly sys incorrect email or password all of a sudden..
I can't complete curbside pickup. I enter car info and it kicks me out on my Samsung S23+. Yet on my Samsung S20 5G it works fine. Corporate just says remove and reinstall. done that 5 times. Same version. Just doesn't work on the newer phone.
Worse app ever. All these options to look up anything and you lose stuff if you change an option. You can't find it again. To many thing going on. Again, you enter something and it changes coupons. I spent hours ordering dog food because it also doesn't tell you what is excluded from the coupons, plus the coupons changed. One good thing is I can make my grooming appts. I just wish I could see the pricing and offers before I schedule. I do basic grooming and don't think I'll use the app for any.
I am unable to find my address and its not giving the option to correct it or choose the right address
I'm not able to modify my autoship order, except to skip an order or "ship now". I need to modify the frequency, but if I'm supposed to be able to, it's not obvious at all in how to do it unless I cancel and reschedule.
I love the store but this app sucks. I use it just to see what's at the store in stock. I get an error anytime I try to use shipping/delivery. Everything is accurate on my end but these features never work and the employees at the store have no idea how to fix it.
can never pull up bill to pay for grooming before I pick up my dog and have to stand in line . I try every time hoping they have fixed this problem. very annoying
I'm logged into my account, I have a "treats reward" account. I have an order in my cart, have selected curbside pickup, but then it's requiring a shipping method. PLEASE FIX!
list of products looks good, still no provinces for Canada
Thanks to your commercial I will no longer use your app or shop in your stores. guilt trips on not buying from this store won't work. it's none of your business who else I shop from. don't take your customers for granted. without customers you go out of business.
glitchy and hard to apply promo codes and sometimes can't even check out
every time I try to place an order in the app it gives a generic error message.
Sentiment summary
62%
Positive (4-5★)
6%
Neutral (3★)
32%
Negative (1-2★)