Review Insights · App Store
PetSmart
PetSmart LLC · 30,282 ratings · ★ 4.0
4.0
★★★★★
30,282 ratings
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Top complaints - extracted from 72 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"
18 negative reviews mention this · 25% of all complaints
★★★★★ "The app and the website never lets me place a order. Literally everytime I try to place a order it never works and i can never order on the app or the website like ever please PetSmart fix it" - iambrandonlever
2
"store"
15 negative reviews mention this · 21% of all complaints
★★★★★ "Terrible-Annoyingly Shoves AutoShip. I do not wish every individual item I purchased at a store to automatically be added to my cart for AutoShip. It’s a pain to remove each item individually and is a frustrating waste of your users’ time. Please stop with the user hostile …" - Nandark 2K3
3
"doesn"
13 negative reviews mention this · 18% of all complaints
★★★★★ "Update broke it. App was ok. The latest update crashes, doesn’t show pets. When trying to add a pet back, says it’s already entered. Can’t pay invoice, error message. Have uninstalled and reinstalled app, still not working properly." - Small town paper
4
"issues"
13 negative reviews mention this · 18% of all complaints
★★★★★ "Issues. Can’t put anything in my cart no matter how many times I try" - shortstackchris
5
"through"
12 negative reviews mention this · 17% of all complaints
★★★★★ "Please fix. App was great but now freezes and my pet is no longer listed on my account. Unable to book services through the app" - 12355PJK
6
"cart"
12 negative reviews mention this · 17% of all complaints
★★★★★ "Issues. Can’t put anything in my cart no matter how many times I try" - shortstackchris
7
"grooming"
12 negative reviews mention this · 17% of all complaints
★★★★★ "Grooming issues on App. On multiple occasions and multiple times today I have tried booking grooming appointments through the app. The first time I attempted to book the appointment it wouldn’t move past the date selection part. After I closed the app out and made…" - Klein1131
8
"every"
12 negative reviews mention this · 17% of all complaints
★★★★★ "The app and the website never lets me place a order. Literally everytime I try to place a order it never works and i can never order on the app or the website like ever please PetSmart fix it" - iambrandonlever
9
"update"
10 negative reviews mention this · 14% of all complaints
★★★★★ "Update broke it. App was ok. The latest update crashes, doesn’t show pets. When trying to add a pet back, says it’s already entered. Can’t pay invoice, error message. Have uninstalled and reinstalled app, still not working properly." - Small town paper
10
"work"
9 negative reviews mention this · 13% of all complaints
★★★★★ "Update broke it. App was ok. The latest update crashes, doesn’t show pets. When trying to add a pet back, says it’s already entered. Can’t pay invoice, error message. Have uninstalled and reinstalled app, still not working properly." - Small town paper
11
"place"
8 negative reviews mention this · 11% of all complaints
★★★★★ "The app and the website never lets me place a order. Literally everytime I try to place a order it never works and i can never order on the app or the website like ever please PetSmart fix it" - iambrandonlever
12
"terrible"
8 negative reviews mention this · 11% of all complaints
★★★★★ "Terrible-Annoyingly Shoves AutoShip. I do not wish every individual item I purchased at a store to automatically be added to my cart for AutoShip. It’s a pain to remove each item individually and is a frustrating waste of your users’ time. Please stop with the user hostile …" - Nandark 2K3
📋 All 72 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").
Worst app
Worst app ever
Update broke it
App was ok. The latest update crashes, doesn’t show pets. When trying to add a pet back, says it’s already entered. Can’t pay invoice, error message. Have uninstalled and reinstalled app, still not working properly.
The app and the website never lets me place a order
Literally everytime I try to place a order it never works and i can never order on the app or the website like ever please PetSmart fix it
Issues
Can’t put anything in my cart no matter how many times I try
Can’t log in
I downloaded the app several days ago and I still can’t log in to my account. It just keeps loading. I can log in perfectly fine on a browser.
Terrible-Annoyingly Shoves AutoShip
I do not wish every individual item I purchased at a store to automatically be added to my cart for AutoShip. It’s a pain to remove each item individually and is a frustrating waste of your users’ time. Please stop with the user hostile design.
terrible
glitches all the time, regularly doesn’t show “my pet” for services, won’t let me add to a bulk package
Wonky
It’s not working, my dog doesn’t show up to select for grooming and when I try to add new, it says that he is already registered. This is frustrating.
FAULTY
This app is constantly giving me issues and buffering. It literally ragebaits me, takes forever to load while trying to book an appointment or add stuff to cart, doesn’t load in general, the buttons won’t work when I press them half of the time, my pet didn’t even show up when I went to book her appointment so I tried to readd her and it said pet is already saved, had to delete the app and redownload. Other small glitches here and there constantly pissing me off. FIX THIS!!!
Appointment creation issues
Cannot make appointment for dog grooming through the app. Freezes at “select time” and cannot proceed further
Terrible APP Upgrade
Impossible to book grooming services with upgraded app. Wise up Petsmart!!!
Review June 2026
As of currently (June 2026) the app is choppy, lags, and deleted my pet from my profile in the middle of me booking an appointment. Very inconvenient and tedious for something as simple as scheduling a grooming appointment.
Intermittent
Sometimes the App doesn’t work
App garbage
I have had multiple problems. Today they have items in stock and if I use the app, I get 20% off. Problem is the app will not let me buy it. It keeps saying out of stock. Yes it is the right store.
Yes, they do have it in stock. I was staring right at it.
Yes, they do have it in stock. I was staring right at it.
Cannot add alternate
Used to love the app. Now, it will not let me add an alternate to pick up an order. It says, “Ruh Roh! Could not save alternate, please try again.” So I must log in on the website. Frustrating.
One of the worst apps I’ve ever used.
Genuinely every single time I try to make any purchase through the app, some glitch comes up that prevents me from checking out. It’s like they WANT to lose business!!! I’ve been an employee for over 4 years now and I hate having to promote this godforsaken app because it just SUCKS. It never functions properly and makes me want to rip my hair out. You would think after years and years of customer complaints they would actually do something to fix the awful issues this app is riddled with, but clearly nobody cares enough.
MIchelle
The app is now adding any item I purchase to autoship. So each time I make a purchase in the store I have to go on the app and turn off the autoship. You have no right to put something on autoship without asking me. Had I not discovered this I would have ended up with purchase I never wanted. It’s theft. You are forcing me to get rid of the app and lose sale prices or be forced to remember to turn off autoship for every single purchase. This is surely illegal under New York State consumer law and I plan to report it. You can’t automatically put something on autoship without my approval.
Fatal
Nunca puedo realizar mis compras. Por mas que agrego productos al carrito , este siempre me sale vacío a la hora de pagar
Can’t order. Cart function broken
I love PetSmart and use the app for deals in store - but I can’t place orders through the app because the cart keeps emptying itself.
Always update required. Literally!
Stop
App works, Autoship is terrible
App functionally works but first autoship delivery of 12 cans of cat food arrived in 4 different parcels with loose dented cans in each parcel bag and 3 cans of the wrong item. Second autoship, received a text message that the address is incorrect and sent back to store. The delivery driver service is like an Uber or DoorDash person in their personal car, not a trustworthy courier like UPS or FedEx. Very unreliable and disappointing service.
Worst
Canceled my order for no reason
Ordered litter for my cats and they refuse to send it because my billing address is different
Ordered litter for my cats and they refuse to send it because my billing address is different
👎👎👎Latest update is BAD!!
This app has been ruined. It used to work. Now it’s practically useless.
Grooming
I use the app to book my dog’s grooming appointments and to pay for grooming services before I pick my dog up for a quicker process. I’ve been having trouble for months with paying. It won’t let me add a new card & I receive an error message when I try to pay with an existing card.
After pay
Always have a difficult time using Afterpay through the app to pay grooming invoices. This should be fixed ASAP
Constant updates
The app would be great if it weren’t constantly being updated. I just want to order cat food on my phone once per month, and I have to wait for your shoddy programming to get updated? I’m at the point where I’d rather just use the built in web browser on the phone.
Still no improvement
None of the fixes are making this site work better, it is worse, I can’t even check out. So frustrated with this site.
Copy Chewy’s site, so much better.
Copy Chewy’s site, so much better.
PAYMENTS FAIL
Critical use case. Payments does not go through for grooming services.
Terrible
They deleted my review. But everything the other bad reviews say is true. "Invalid address" issues, can't place my order, or only some items in my cart go through. Can't see product reviews. Couldn't log in initially so I made another account. This app is utterly useless.
Never works
Payment fails no one knows why it's horrible
The glitchiest app I’ve ever used
I absolutely dread when it’s time to buy food for my cats knowing that I have to use this awful app. It’s extremely glitchy and it feels impossible to do something as simple as place an order. It’s constantly
Timing out and telling me I can’t check out. At this point im switching to a different food service because my blood pressure goes up every time using this awful app
Timing out and telling me I can’t check out. At this point im switching to a different food service because my blood pressure goes up every time using this awful app
I can’t log in anyway and it wants us to do passwords? Petco doesn’t you can log in without a passwo
Um yea
Doesn’t work
This app doesn’t work at all. Can’t make purchases on app, can’t even access my purchase history. Please fix this. What’s the use of using the app if it doesn’t work? I’m better off using the website.
App
This app SUCKS!!! I have been on it for 2 DAYS trying to place an online order. Everytime I think it’s ok, I have to delete it and reinstall. And this isn’t the first time. I’ve had continual problems when using it over the last 2 years!!
App Address Issues
The app will not accept my valid address.
It only works about 60% of the time
Most of this app is broken. Can’t book Petshotel, can’t book Doggie Day Camp, it seems like most of the “services” section is broken. I can still book grooming appts, but even that has little broken sections in it (like scheduling with a specific associate). You’d think a billion dollar company could afford decent mobile app developers. Guess not.
Atrocious
The app is absolutely worthless, especially when placing an order, signing up for auto ship, or making adjustments to the same-day delivery. You’ll get a bunch of extra fees, tacked on even though they say “save 35%“ what’s worse is you can’t adjust anything in the app and the customer service reps are equally as useless the only thing they can ever do is cancel an order so you’re forced to go into the store or have to use a third-party which DoorDash doesn’t disclose what they use anyways via DoorDash. But you find out after the fact.
App won’t update!
I’m forced to update yet it’s stuck from the beginning, nothing loads! Thanks for ruining the ability to order pickup! FIX IT! It’s clear to me that you have done nothing since Dec 2025 to address the crummy update! So it’s off to Chewy!
The slowest App EVER
I don’t even have words with how horrible this app is!! It is the slowest app I have ever encountered. It takes 10 minutes to load one item into your cart.
App
Not downloading
App won’t update or open
Can no longer use app for pickups - it no longer opens and won’t update
Fix the app
This app has been a problem for about a year, I’ve had to call to place orders , I also called for technical support and it’s still not fixed.
The worst, non functioning, waste of time app ever…. PLEASE FIX IT!
Would be great, if it worked. Constant spinning wheels when adding items to cart, constant issues processing payments with weird nonsense errors… I’ve wasted so much time trying to order through here it was faster to pack up my infant and drive to the store.
Stealing Points?
Just launched the app and saw I had $13 in savings. Pretty sure last time I was in a store this was around $27 in points (saved them). Anyway, just looking around the app and watched it drop to $2.51 in points, again just looking around. Someone should be looking into this. Always shopped here, but there needs some explanation to shady behavior.
Please update STAT
There are so many issues. At times, the search function doesn’t work. Or it takes forever to put an item in the cart. At times, it won’t take your payment. I fought with the app for an entire week just to get items in the cart with the Save20 deal only for the app to refuse to checkout. It just kept buffering. Finally after missing the deal and desperately needing the items, I went to the website. However, it made me change the method of delivery… so I did. It wouldn’t allow me to do same day delivery, I could only pick up. However, it then routed everything to NJ although it’s set at a store in Maryland. The cost of the order went up $18 between the app and the website. Not because of a promo, I missed that but because the website had everything priced differently. I escalated to the store manager upon pickup to which she told me the SAVE20 promotion hand y worked for her either. When I buy, I’m doing a 3mo restock for 4 pets so it’s costly and I need coupons and savings just to afford them. Sadly, I missed out AND had to pay out $18 more than the base price. Please fix the glitches and incongruence. It’s really frustrating.
deleted my 2 start review.
they keep removing my reviews about the terrible app!
Old app
This app is very old school. It doesn’t have a product scanner to use in store and runs slow. I use it because I like the ease of BOPIS, but it’s frustrating
Bad customer service
Very awful
Online Ordering
I feel there should be an update to be able to cancel your order if an error is made.
Keeps declining my payments
Every time I try to order something from the app it always declines my payments. I have money in my card so it should always go through but no matter what I do or if I add another type of payment it continues to decline it. I can never have a smooth non stress transaction. Sometimes it goes through and a lot of times it doesn’t. I know it’s not my card so it has to be the app.
+ 22 more in the clipboard copy
Sentiment summary
73%
Positive (4-5★)
5%
Neutral (3★)
22%
Negative (1-2★)