Review Insights · App Store
Petco: The Pet Parents Partner
PETCO Animal Supplies Stores, Inc. · 405,659 ratings · ★ 4.7
4.7
★★★★★
405,659 ratings
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Top complaints - extracted from 57 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"
11 negative reviews mention this · 19% of all complaints
★★★★★ "Ugh. I hate this app. It’s so hard to order anything on there. I would use it more if it didn’t suck so badly. I try to add to cart and it says to choose a shipping method but there’s nowhere on there that I can choose the shipping method. I’d r…" - Soxbruin
2
"petco"
10 negative reviews mention this · 18% of all complaints
★★★★★ "Abominable. Update on 6/24/2026: I tried six different times to order with items shown as clearly available each time I went back. So I swap them out for other items that were also shown as available. By the time I get to the checkout, I’m being told “…" - hirnix
3
"nothing"
7 negative reviews mention this · 12% of all complaints
★★★★★ "Runs horrible. App runs horrible. I can’t get it to get rid of my old address, and will not input my new address for shipping. I am trying to manually add my vet (because they are not part of their current list), but will not let me do that. It doesn’t ev…" - Castodd
4
"delivery"
7 negative reviews mention this · 12% of all complaints
★★★★★ "Abominable. Update on 6/24/2026: I tried six different times to order with items shown as clearly available each time I went back. So I swap them out for other items that were also shown as available. By the time I get to the checkout, I’m being told “…" - hirnix
5
"cart"
6 negative reviews mention this · 11% of all complaints
★★★★★ "Ugh. I hate this app. It’s so hard to order anything on there. I would use it more if it didn’t suck so badly. I try to add to cart and it says to choose a shipping method but there’s nowhere on there that I can choose the shipping method. I’d r…" - Soxbruin
6
"doesn"
6 negative reviews mention this · 11% of all complaints
★★★★★ "Runs horrible. App runs horrible. I can’t get it to get rid of my old address, and will not input my new address for shipping. I am trying to manually add my vet (because they are not part of their current list), but will not let me do that. It doesn’t ev…" - Castodd
7
"times"
6 negative reviews mention this · 11% of all complaints
★★★★★ "Abominable. Update on 6/24/2026: I tried six different times to order with items shown as clearly available each time I went back. So I swap them out for other items that were also shown as available. By the time I get to the checkout, I’m being told “…" - hirnix
8
"available"
6 negative reviews mention this · 11% of all complaints
★★★★★ "Abominable. Update on 6/24/2026: I tried six different times to order with items shown as clearly available each time I went back. So I swap them out for other items that were also shown as available. By the time I get to the checkout, I’m being told “…" - hirnix
9
"other"
6 negative reviews mention this · 11% of all complaints
★★★★★ "Abominable. Update on 6/24/2026: I tried six different times to order with items shown as clearly available each time I went back. So I swap them out for other items that were also shown as available. By the time I get to the checkout, I’m being told “…" - hirnix
10
"food"
6 negative reviews mention this · 11% of all complaints
★★★★★ "No points. I spend over $75 every other other month on dog food and have for the last 8 years but I have no points." - PatrickTheRed
11
"sign"
6 negative reviews mention this · 11% of all complaints
★★★★★ "Logging in. Unbelievable that it’s so difficult to get a new password to sign in" - Lorieckl
📋 All 57 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").
Where are my rewards?
Cannot find any of my rewards! I have 3 pets and cannot find my $5 reward points. Plz help!!!
Ugh
I hate this app. It’s so hard to order anything on there. I would use it more if it didn’t suck so badly. I try to add to cart and it says to choose a shipping method but there’s nowhere on there that I can choose the shipping method. I’d rather use Amazon. Geez
Terrible app
This is one of the worst apps I have ever used. It is glitchy, has constant errors, and is not easy at all to find the specific account information on needs. The only reason I even continue to purchase from this store is because I have a Perks membership. I am so fed up that I am about to cancel that as well.
New update
New update makes navigating the app more difficult
STOP CHANGING THE APP
stop rearranging the app! I can’t find anything then when I finally do, the next time I go on it’s somewhere else
Runs horrible
App runs horrible. I can’t get it to get rid of my old address, and will not input my new address for shipping. I am trying to manually add my vet (because they are not part of their current list), but will not let me do that. It doesn’t even give me the option or to send a script number to them. When I tried customer service I got 3 different AIs that were absolutely no help. I am paying for the premium service on two pets & yet receive some of the worst app service in the world. The app has loading time issues, even with the new version. I can’t even update my email address. Nothing is user friendly.
Don’t download.
Just downloaded the update and nothing works. Can’t even open the app to see my account and it doesn’t recognize me.
No points
I spend over $75 every other other month on dog food and have for the last 8 years but I have no points.
Worst app
Constantly crashing and won’t save my login. I have to log in every time I open it and every single time I do it takes a minimum of 3 tries (same login info every time).
I spend hundreds and can’t access any of my rewards. App is a waste of time.
I spend hundreds and can’t access any of my rewards. App is a waste of time.
Logging in
Unbelievable that it’s so difficult to get a new password to sign in
App Constantly Broken
The app is constantly returning errors, bugging on login or refusing to open altogether. Conveniently accessing discounts and cashback associated with being a premier member are locked in this buggy app.
Too complicated
This app is such a headache to navigate through. It is also very, very slow, compared to other major Apple apps for brands. It’s barely a step up from the website.
Vital care is a scam
Please don’t sign up for vetco vital care. I was pushed so hard to sign up for it at my doggies appointment because they made me believe she would need many appointments. I’ll admit, I didn’t read the fine print. It’s $25 a month for a year and you can’t cancel payments until the year duration is up. Now I’m stuck with that obligation with nothing to use it on. Not to mention, all the prescription food they recommend came from chewy. It’s a literal scam.
Nothing is available
Every time I add something to my cart for delivery that it says is in stock but when I go to purchase, it says an item is not available. So I remove that item and try to check out it errors on another item. Totally over it. I guess I’ll just use chewy
Glitchy
Crashes all the time. Nothing loads instantly, nothing prefetched so you wait 5-10 seconds between clicks. Which is made worse by the excessive number of clicks needed to accomplish anything.
So slow
The app runs like 1996 dialup internet. Speed it up!
App is a mess
This app consistently gives me issues adding items to the cart. When I’m browsing it shows the items available for pickup. When I attempt to add them to my cart, everything is unavailable. I used to work for Petco and I know how to properly place an order. This is an exercise is frustration. For something that is supposed to save time and money, it’s never worth the hassle.
Worst app ever created
This app SUCKS. It never works.
Rewards
Rewards are not populating for several months
Can’t log into your account on 26.5
I’ve uninstalled and reinstalled to confirm that it’s not an issue with the particular install. Once you go to log in and choose “passwords” for the iPhone password manager the entire app freezes and won’t allow you to proceed. Also, and I’m wondering if there are others out there that would join me in a class action against PETCO. I’ve tried to drop your “PETCO Premium” account 4 times now. 2x through the app before this issue and 2 times through support, but you all continue to charge me month to month. So I’m ready to start talking to a consumer protections lawyer, because I know I’m not the only one out there.
Difficult to navigate website
Trying the upload recipe for reimbursement of prescription is almost impossible
App works less and less
Pay for a better app structure, Petco! These updates make it work less and less. I legitimately have apps for every one of Petco’s competitors on both an iPhone and Android phones. They ALL work. This one glitches and freezes every single use. And the inventory listed online doesn’t match the store anywhere. I work outside Washington DC, so I order for pickup from the tri-state area where there are many Petcos on my daily route. Every single order has things out of stock and sometimes they have none of the five items I buy, which are four different species snd a variety of brands. Your customer service tried to tell me I order popular items. Really? Every brand for every species is ALWAYS out of stock. Petsmart has a new regular customer, fam.
Crashes
App continuously crashes on iPad and iPhone. Clunky design. Have to use website.
Impossible to schedule a grooming appointment unless I come into the store.
It sucks
Somethings going on with your app
I tried adding my cat and it wouldn’t let me add it
App is not user friendly
The Petco app is increasingly cumbersome and unresponsive
D coon
Too confusing
Repeat delivery issues
I have been doing repeat deliveries for awhile now and never have had an issue. But for some reason they charged my card so figured I would be getting my cat food soon. Never got it, still haven’t gotten it even though I paid for it. Went on the app to figure out why we haven’t gotten our food yet, says my card isn’t working even though they took my money from me? So apparently they are allowed to take your money yet not even give you your cat food. 👍 Also said on the app the delivery person was having issues and couldn’t find our apartment when we have had 10 other deliveries here before with no issues.
GROOMING
I took my poodle for grooming. A girl named Samantha groomed him. She shaved his feet too low and they hurt. She did not clean his ears. The cut was uneven but the worst thing is, his throat was nicked in 2 places!!! When I walked in to pick him up the trainer was consoling him! Samantha said “He did good.” I have never had a complaint that he acted badly when he was being groomed. The groomer said she had no problem with him. I will NEVER step foot in Petco again!!!
Glitchy
The website and ordering is super glitchy. It took me an hour and a half over two days to place an order correctly
Customer no service
Bait and switch leaders
Repeat delivery back ordered
Was notified repeat delivery was canceled and told it wouldn't be delivered for three weeks. My dogs will run out of food today.
Treat betta fish better
Treat betta fish better or stop selling them! Justice for the betta fish that you kill
Trouble while placing order
Popped up “Unable to place order” all the time, went all the way from choosing to the check out and then at check out always this item no longer available, that item also no longer available, endless item no longer available in desired quantity. So annoying and wasting time.
Very glitchy keeps crashing
Glitchy
Low quality app
I’ve been fighting the app just to sign in to try to get a deal only available online. If I cannot sign in how am I supposed to get the deal? %50 off…if I am not able to get that, then what is the point to shop at Petco?
Buyer Beware
Scam company, product send to wrong address and I cannot get a refund, called within 24 hours, scam company, disgusting and I will be posting it all over social media
Your app is slow
Slow.
Rewards Hidden
It is close to impossible to find your rewards on the website and even harder to load them. In addition, the app does not let me update my email address.
Don’t Save Payment Methods Here
If you’re thinking of saving a payment method here, don’t. For the last month I’ve been trying to get a card removed from the platform, and the case hasn’t progressed. Today I received an email notifying me the issue was closed because I hadn’t responded to their request for more information within the span of nine hours; Support’s last message to me was two weeks ago.
I’m not sure if it’s a lack of people available, or incompetence that prevented this matter from being resolved. Whatever the case, don’t trust Petco with a saved payment method. Responses are slow, and I shudder to think what could’ve happened if I’d had a more pressing issue in need of review.
I’m not sure if it’s a lack of people available, or incompetence that prevented this matter from being resolved. Whatever the case, don’t trust Petco with a saved payment method. Responses are slow, and I shudder to think what could’ve happened if I’d had a more pressing issue in need of review.
Prices skyrocketed
Prices have skyrocketed from one day to the next I don’t know what we’re paying for anymore pounds don’t add up to dollars. Has anyone paid attention to the amount of dog food you pay for what you actually get!?! You pay more than what you get ?
Poor Software
I have signed up 3 times, and when I go to the store to purchase special discounts, they say my cell number does not exist.
FIX THE APP
I’ve had enough of the error messages and not being able to access my cart or check out because the app specifically gives a “ruh oh!” Error message and there’s nothing you can do about it.
Fix. The. App.
Fix. The. App.
Terrible app
Just attempting to sign in takes me like 10 different tries. I usually have to sign in using the browser. Then you can get redirected to the app. Sometimes that works. Mostly, it's just a terrible experience. Once I get logged in, the app is fine. But this leads to a terrible user experience.
Prescription from Vetco at Petco
What a joke the vet gave me two month prescription for instead of six months and now I have to take my dogs back to get it the prescription
Sucks
I don’t know how it’s so easy to use for others but whenever I need to do anything other than schedule a grooming appointment it’s a struggle.
Imposible login
I also have the login endless loop. Doesn’t matter if it’s your current email + current password, it doesn’t matter if you reset the password.
It doesn’t matter if you use Google Auth or Apple Auth.
It doesn’t matter if I create a brand new account.
Useless, garbage app. This is basic app stuff, it’s no longer worth my time.
It doesn’t matter if you use Google Auth or Apple Auth.
It doesn’t matter if I create a brand new account.
Useless, garbage app. This is basic app stuff, it’s no longer worth my time.
Signing on
It shouldn’t take 30 minutes to sign in. I want to reorder and this pass thing is driving me crazy! Fix it!
Highly Dysfunctional
This app is SO useless. It never saves the shipping address. It NEVER adds the payment method information no matter how many times you sit there entering all that information into the required fields and hitting “save and continue.” And oh my goodness, it NEVER EVER freaking remembers the delivery option you selected before hitting “add to cart.” I absolutely detest this app!
Shipping
I just paid for my order and it said nothing about a shipping fee. I paid an amount but then after it took me to a screen that said an extra $13+ for shipping.
+ 7 more in the clipboard copy
Sentiment summary
94%
Positive (4-5★)
3%
Neutral (3★)
4%
Negative (1-2★)