- 80.1LEGITIMACY SCORE
- 80.6SAFETY SCORE
- 4+CONTENT RATING
- FreePRICE
PetSmart App Complaints & User Negative Comments 2024
PetSmart app received 92 complaints, negative comments and reviews by users. Have you ever had a bad experience using PetSmart? Can you share your negative thoughts about petsmart?
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PetSmart for Negative User Reviews
✓ Dry foodThe app can not find the cat food that I type exactly into the search bar. Stupid and a time waster. When I ask for dry cat food list it list dog food as well as cat food. I’m pretty sure you need a new app administrator.Version: 4.2.2
✓ Very DisappointedAs mama to 11 fur babies, you can imagine the $ I spend to ensure they each are incredibly healthy and living their best lives. I have been a loyal PerSmart customer for several years and have always recommended them, as their loyalty/“treats” program has been fantastic. Until recently anyway. They frequently will have exclusive treats rewards that you may only earn by ordering online. The problem is whenever they have these really great incentives, their app (and website) will have some sort of “glitch” and will not allow you to checkout to complete your purchase. By the time they get the issue “fixed”, the treat reward has expired. I have called customer service, however they just tell you “sorry for the inconvenience, but if you check out as ‘guest’ and call us back, we can submit a ticket to have the treat points credited to your account “. The problem with that is there is not an option to check out as a guest-you are required to sign up. Not sure what has happened with this company, but they have definitely changed and not for the better. I guess it’s time to jump over to the Chewy wagon..Version: 5.12.1
✓ Broken“Oops! Something went wrong. Please try again later.” I’ve been trying for days to enter my info but I keep getting this error message. Can’t even get my bonus points for signing up if the app won’t work. Just use their website. It kinda works. This doesn’t work at all..Version: 3.3.0
✓ One of the worst apps on the market!I have tried more than six times to place an order through this app for pick up at the store. The order shows up in my cart but that's as far as it goes. The order just keeps recycling back through check out review order check out review order and so it goes. No one at the store knows what is wrong. I have deleted the app three times and reinstalled it, but that does not help. There are times with a sick pet at home when driving to the store is a major inconvenience. Well I certainly won't try this app anymore. UPDATE. I received a notice from Apple support that this developer had sent me a response. The response, which was the same response the developer had used numerous times to other complaints, said they would like to hear what my problem was and they will try to work it through with me. There were two links to click, one to update my review, and the other to contact the developer. So far so good right? So when I clicked the link to contact the developer it basically took me to the Petsmart app where there was no link to the developer. SoI am updating my review so you will know there is no way to contact the developer, and when the developer says they really want to work with you to resolve your problem, they don't really mean that. Because there is no place to contact the developer, only a link that connects you to the Petsmart app, which , of course is what they want you to do..Version: 4.5.2
✓ Needs workThe app is just okay- I only ever use it to book appointments and even that is a bit frustrating. I have two dogs and it boggles my mind that I can’t book them at the same time. I have to book one, and once I’m done booking him, I have to book the other one and hope that the same groomer has another spot at the same time- which they usually don’t but I can’t know that because- for whatever reason, all of the groomers’ appointment slots aren’t shown. SO MANY TIMES I’ve had to go back and cancel my first pets appointment and try all over again, or I’ll have to schedule one at one time, and the other 30 minutes later. Also, I feel like the treat trail game for coupons is kind of ridiculous- especially for busy people. I don’t have time to (literally) play games and try and get a higher score to get a better coupon. Why aren’t the coupons just available to you like any other business? I mean, it’s a cute game, I just don’t have the time. I also feel like having coupons/discounts in one place would be the most helpful- like having them on the front page where the points are at, instead of having the points page, discounts at the bottom of the “shop” page, and then the “treat trail” page. Too complicated..Version: 4.1.2
✓ Doesn’t function like it shouldThis app is always incredibly slow, regardless of how high the quality of the Internet providers services. Navigating between pages takes way longer than it should, as does opening the app in general. This is especially true when there’s a sale and everyone is using it trying to take advantage of the same time. I don’t give this feedback just as someone who uses the app, but also as an employee who constantly receives phone calls from people who have difficulty taking advantage of the sales and deals online, both on the app, and on our website. They have issues where they attempt to place their order, but it doesn’t allow them to navigate to the next page or it gives them trouble when they reach the payment screen. Sometimes it sends them a confirmation and we never even get the order on our end. Devs seriously need to do some investigating and updating!.Version: 6.0.0
✓ So GlitchyIt never lets me sign in and it always has an error if I try to change my password. Don’t waste your time. The website is less annoying..Version: 4.6.1
✓ WORST SLOWEST BUGGIEST APP EVERIt should not take me a full hour (and many times even longer) to place an order of just a few items, and all my items are just reorders!! This is the nuttiest and most horrific app and website to place an order from! And it’s not just once or twice, IT’S EVERY SINGLE BINGLE TIME. My anxiety goes through the roof trying to place my orders. And constant constant updates, when I’ve just updated it like 2 days ago… Glitches, app closes, promos don’t work, loads forever, website only allows 24 cans of an item, whereas the app allows individual cans for same day delivery, so when the app goes awry, I try to go to the website and sometimes forget about this 24 mandatory thing and then my whole order is messed up because there’s not enough in stock, then I have to start ALL OVER from the beginning and remove those items.. and God forbid I go back to review something, then the cart won’t open… There’s more, but in short. It’s a terrible terrible app. 😰😰😰.Version: 5.17.0
✓ Can’t even use itI hate how they haven’t fixed the issue of adding or editing pet profiles! I have one pet profile from last year of my chihuahua but I can’t even book grooming appointments since the app won’t let me add/edit anything to her profile. Her profile has her name and picture but not her birthday or breed. So whenever I try to make a grooming appointment it won’t let me due to a message stating that my dogs have to be at least 8 weeks old. My dog is 3 years but since the app won’t let me add her profile she technically has no age. It’s frustrating, I uninstalled the app and downloaded it again and still. The problem still persists whenever I want to create a new one for my new puppy. I create the profile and after competing it a message pops us “Oops! Something went wrong. Please try again later.” I’ve been trying later and waiting for 4 months already. It’s sad how the developers haven’t fixed this issue. I love PetSmart but now I’m going to have to ditch this app and try the Petco one..Version: 3.2.0
✓ App Crashes and MoreApp crashed every time I tried to check out. Then I had the same issue on the website. Went to a store in person and apparently my gift card that I had never used wasn’t working. Instead of typing in the gift card number or calling someone to help, they just told me it doesn’t work and that it was a common issue. Now the app won’t even let me add something to cart. Terrible all around and disappointing because I would like to make purchases without facing such basic problems every time, which you wouldn’t expect or experience with any other major retail store. They will lose business continuing to cheap out on the fundamentals..Version: 6.3.0
✓ Does not workThe app is frustrating to use. It does not function properly. Will not let me checkout..Version: 6.3.0
✓ WorthlessI cannot use this app to purchase for delivery. It will not allow me to set delivery to Canada as it won’t accept my postal code. Is there a different app for Canada?.Version: 6.3.0
✓ If I could give a zero I wouldTried with two different cards to check out and denied both then I realized after that both times it took money out of my accounts so now I’m down $40 and still don’t have my items ordered.Version: 5.15.0
✓ Treats trail coupon gameYou have removed the game, thus I will no longer use pet smart until it returns. I used the coupons for every shop. Thank you. 0 Stars..Version: 6.2.1
✓ Awful. A complete nightmare. Only one starYou will never get straight to checkout. Something is going to happened every time. You will need to upload your prescriptions and vet info every time!!! and even though the application encourages you to upload your prescriptions to make the buying experience faster, you will find yourself waiting at least 3 days until they verify your prescriptions. You can buy something to be shipped (and have the confirmation email) and a week later you call and find out that your order was received as “ pick up at store” and even cancelled because you never showed! And you never knew the whole saga until you called trying to find out why your order never arrived. The call center can do anything to correct the situation and I haven’t yet received a refund confirmation or a cancellation or order notice. The only way to cancel an order is calling the call center. You cannot cancel it from the app. Do you need more??.Version: 5.3.0
✓ Worst PetStore App EverIt’s not that Petsmart isn’t a great store with good products, it’s that they have the least functional App of any major company. It’s slow, it freezes, constantly redirects to nothing, and the auto ship function has essentially become a scam. I don’t love Chewy, but at least when I go to their app it works. I can easily browse items. I can easily make changes. And when I attempt to cancel an item from autoship it allows me to instead of constantly taking me a screen that says ‘item not found’ (?!?…I’m not looking for an item, I’m just trying to access autoship so I can remove something). I’ll be honest..clearly I have a recent with autoship where for 3 months I haven’t been able to cancel because of the app and only recently did on the actual website on a computer, but that shouldn’t be that hard to where I’ve spent over $250 I didn’t want to. And the truth is that even before that issue, the app has always been slow, glitchy, and almost impossible to navigate. I want to use Petsmart, which actually employs people at real stores, over something like Chewy, but the lack of improvement in technical areas keeps driving me away…hopefully they will one day fix the issues, but based on a couple attempts to reach their ‘help’ via the phone (which is almost impossible to find help via the app), I have essentially given up..Version: 5.28.0
✓ Online Payment Acceptance Needs TweakingMajority of the time with Petsmart app and website, online credit card payment results in “error” and a double payment hold placed on the credit card. For payment acceptance via PayPal, purchase is successful. In turn, PayPal has no problem charging to the same credit card that was directly used to attempt purchase in the first place. However, the purchase amount via PayPal shows twice as”pending”, which means once again the credit card has a double payment hold. I have to wait for one payment placed on hold to be posted as payment, AND up to 10 business days for the other three “pendings” to be released and credited back to my charge card. I have no problems with the convenience of online payment using the same card, either directly or via PayPal, with other businesses. The problem is only with Petsmart app and website..Version: 6.3.0
✓ Fix the bugs!!Seems like most times when I use the app I have issues. My favorites won’t save, I’ve saved my dogs food each time, and I go into favorites…nothing there! I’ll add things to the cart that say they are in stock, then go to check out and get errors. I’ve uninstalled and reinstalled the app multiple times, it will work for a minute and then at times the app just crashes. It’s only this app that I have issues with on my phone. Not sure what the issue is but really wish it was more user friendly, I’ve spent a lot of time deleting items/restarting/trying to figure out what’s causing the error. Doesn’t tell you which item in your cart is causing the error, so it’s a fun game of adding and removing each item sometimes to see which one is causing the check out error. I love PetSmart and their points program, but this is extremely frustrating for ordering through the app..Version: 6.3.0
✓ I do exist lolYou know what really grinds my gears..? I have a petsmart account, I can successfully login on the website and I can do so with no issues. However, I can not login on the app. It says there is no account found under my email. All though, that same email gets me logged in on the website..? Pourquoi?.Version: 6.3.0
✓ Disappointing AppBeen using this app for years now and the experience has not improved after numerous reports of issues I have submitted. I don’t even receive the “obligatory we are reviewing your complaint and will contact you soon” email. It’s just completely ignored and the issues compound. The app lacks many features competitors have, stock available is not accurate, adding new payments methods is so frustrating I have been using competitors for ease of use and ask for match pricing, which they always do, even though it’s a longer drive for pick up, page back button almost always takes me back to the start up page instead of the PREVIOUS page 😡, discounts/offers are never populated at check out even when we use the actual page for the sales that the app takes you too nor does it allow us to check out when the correct items are placed into our cart when in stock, I mean the list I have asked for the developer team to look at is longer than what is stated here with ZERO response or corrections with our issues. I have been a Petsmart customer for 19 years so the lack of customer service with this app has been the biggest reason we have switched 80% of our purchases to competitors. We only shop at Petsmart in store now when items are out of stock at the competition or when time is a factor. It’s unfortunate our experience has been so poor with being long time store patrons but our patronage isn’t important here. Don’t bother downloading this..Version: 6.1.0
✓ I can not loginI tried the same password in the website and it was correct.Version: 4.5.3
✓ BuggyMy purchase history is mostly wiped out and the items in my favourite list are entirely wiped out. I add something to favourites but it remains empty. Emptied cache & rebooted, didn’t work. Whats going on?.Version: 6.3.0
✓ Not user friendlyTrying to get my dog food because I have Covid and it doesn’t accept my credit card. I tried with Apple Pay and it still doesn’t take my payment. I’m good with coming into your store and giving YOUR staff Covid since pick up seems to be off the table. I SHOULD be able to choose my method and not be dictated to go in or be forced to use door dash. In today's world this should not be difficult..Version: 6.3.0
✓ Could be betterThe app is decent for browsing what is sold as of petsmarts collection of products but lacks alot of features that competitors have. I wish there was a barcode scanner that allows you to check price and reviews at a glance. The pet organizer is way to strict and like other apps wants you to map each individual pet. Often times people will have pets and not know when they were born or even adopted I wish there was a way to bypass it easier. Maybe even use a previous purchase receipt system to maybe see when an animal was purchased idk. I wish there was a way to instead of describing appearance I could just say a species name like for example when trying to build my aquatics profile it asks for info I simply don’t posses and I have no clue how to describe the appearance of say my fish like my glow light tetra. I wish there was a way to create a species profile and an community tank profile so I could say I have x amount of y and is in enclosure 1 so I could use it as a filter so when I’m selecting treatments as some animals are compatible with a treatment and others not so it be nice to have more connectivity and control over my animals and have the same respect as say a cat and dog. I understand this is just small stuff but for a big chain store I wish there was more respect and information for all animals instead of just the major two that being cats and dogs..Version: 5.19.1
✓ 👎I would have used this app quite a bit as I have a cat and dog however there are many bugs that need to be fixed on it. 1. I verified my account by logging into me email however the app didn’t recognize this, I tried refreshing the app and attempted to resend a verification code but an “error” pops up. 2. I currently have a rewards card but for whatever reason my email isn’t tied to it so I had to start a new account, which is fine however it would be nice to have the option of adding my existing card onto the app. I have points on my current card and don’t want to start up a new one. But otherwise, dealing with pet smart generally speaking is always a good experience hence the 2 star rating but the app is garbage, it’s got a few bugs to work out..Version: 4.10.0
✓ Checkout DifficultI gave this App a 3 Star for three reasons: (1) It is difficult, if not impossible, to pull up your entire order at Checkout to see and/or alter the picked-up items from those shipped to make any changes needed before Checkout; (2) When dealing with online coupons, you are never quite sure if or how they will be applied before you hit the final completion button; and lastly (3) Because you cannot see the entire pick-up and shipped items at once, I had forgotten WHAT the items were that I selected to be shipped, so I ended up canceling the entire order to start over so I could see the shipped items before I would pay the final amount. Thank goodness I did because I had checked with my Vet and he strongly recommended a different supplement than the one (I had forgotten) I had ordered that was only available through shipping. Once I canceled the ENTIRE order, I saw my mistake, and only then was I able to remove it or the wrong one would have been shipped then AUTO-SHIPPED again! When it is a straight forward pick-up ordered online, with no shipping or auto-shipping, it is very convenient! I do not recommend mixing pick-up with shipping or any auto-shipping in the same order. I will make separate orders for all three in the future..Version: 4.2.1
✓ Confusing and frustratingI do enjoy the convenience of having an app, however it feels like it is missing important features. Instead of an Order History, it has “points history” which is on its own page instead of with your account information. Maybe it’s just me, but on pretty much every other app I use, it’s on the page where you can look at your account. You also can’t click on something you’ve purchased previously and have it open up so you can order again. And my biggest issue is I’ve never once received an online receipt or confirmation for my order so I usually wait a few hours and then call the store to confirm they received my order and it’s complete. My email address is correct so either the app is very messed up and does not offer this at all, or there is an issue with my account specifically. To me it’s kind of important to have record of my order as well as to possibly have notification when it has been completed and is ready for pickup like every other company has..Version: 4.5.2
✓ TerribleLast several times I’ve tried to place an order it won’t let me. Today I had my cart ready and when I went to pay it gave me the message something had went wrong. So I went to the site on my computer and when I went to check out the site had changed my pickup from 22 items to 193. They had added 11 or 12 items to each quantity. The app and browser changed my location to pick up to a different store that was 250 miles away. I had to change it back about 5 times. I had to start my order over again on the app and once again change my store location and tried to place it again and got another error message. So went back to the browser and was finally able to place my order. Since I wasnt able to finish the order on the app though they took the discounts away because it was only supported by the app and cost me another 3-5 dollars. I haven’t actually been able to get the app to complete an order in 4-5 months..Version: 4.12.0
✓ Update for canadaPlease for god sakes update this app to be compatible in Canada. Cannot use my account on this app cause it can’t find my log in, however it works on website!! Cant change to canada, Cant enter a zip/postal only zip…. Come on pet smart you make SO MUCH MONEY.Version: 5.5.0
✓ Welcome to CanadaThis is supposed to be PetSmart Canada, but I can’t enter a province or postal code. It keeps asking me for a state, and a ZIP Code. What’s up with that?.Version: 6.3.0
✓ Look at a mapTotally useless if you live in Canada. Will let you pick a Canadian store but not enter an address in Canada. So much for online shopping. Guess we’ll have to shop elsewhere..Version: 4.3.2
✓ Buyer Beware when checking outI placed an order for 2 items to pick up curbside. When I arrived at the store, it recognized that I was there. I clicked, “I’m here” and it took me to my order. It asked me which order I was picking up. Both location names were the exact same so I didn’t understand why it would only let me pick one item at a time. Nonetheless, I picked one item and waited thinking I’ll just clear it up with whoever walks my order out. I waited and waited, no one came out and there was no way to go back to the “I’m here” part of the app. I finally had to Google the phone number to call and see what was going on. As I was on hold, I clicked on my order history and noticed my 2 orders were placed at different stores. The location name was still exactly the same but the addresses were different. The app allowed me to place my one order (with only 2 items) at 2 different stores! I had to spend an hour of my day driving around town picking my 2 items up. Super frustrating! There should be measures in place to not allow that to happen. On the other hand both associates who walked my orders out were both super friendly. Just fix the app!.Version: 4.9.0
✓ App/website never workEvery few months the app and website give me a “ruh roh” error before checkout. i swear this me more often than not- and it’s never resolved. garbage app and website..Version: 6.3.0
✓ Why can’t I write my own review?????Why can’t I write a review of a store? I can only view previous reviews.Version: 6.3.0
✓ Very Glitchy Time WasterI’ve used the app several times over the last couple years and it will often just quit, load slowly, and often doesn’t recognize cards. I’ll end up going to the actual website using safari to finish orders and their website isn’t much better. One of the worst things is that it will allow you to add stuff for same day and then not work. If I go to website it changes everything to 12 counts as a minimum for each line item. It should state this on the app and I’m not sure why you would be required to have so many. I order 5-7 different foods, usually in 4 count or so. I don’t need 12 of each and the requirement makes no sense, esp. since they use door dash. I end up going to the local grocer, or ordering on Walmart app most of the time, esp. if I can’t go to the store. A minimum order price would make much more sense. I was a frequent shopper, but just realized I haven’t used PetSmart for several months, largely due to the user experience..Version: 6.0.0
✓ App liesI just checked my dog in for petshotel for a Wednesday to Monday stay. When booking, the app allows booking of grooming and notes zero charge to add on bath with furminator and haircut. The person checking me in first was delightful and professional. A second female (with long hair) stepped in when a frequent customer came in after me and started complaining that she had to go to work and was running late. My transaction was put on hold until the complaining customer was taken care of. The person checking me in (with long hair) continued asking the questions that I had already answered. She then told me that the grooming work was separate and not included in the petshotel fee. The app clearly shows that it is. This is an increase of over 100$! The app falsely advertises the fees and misrepresents the service, misleading your customers. I have screen captures. I am so tired of the app inconsistencies and the lack of people skills in some, not all, of the staff. I didn’t complain that I was being delayed to work either..Version: 5.4.15
✓ Useless during COVID restrictionsI have been a PetSmart customer for almost 25 years. Today, I am reconsidering that choice. PetSmart began offering curbside pickup in response to the COVID restrictions. However, only SOME of their food is available to be picked up curbside. If a 30-lb bag of dog food is available curbside then a 12-pack of Friskies canned food should be available, too. Interestingly, it’s the premium, expensive brands that are available. We all understand right now when we order something that ultimately is unavailable when we pick it up. However, the app says that half of their items are “Available for in-store pickup only” which is very different from being unavailable. I have Type 1 Diabetes which puts me in the high-risk group. Because food for my pets is as essential as food for me, I will have to put myself at risk by going in the store in order to feed them. This app and curbside pickup are nothing more than a PR gimmick if PetSmart is not making ALL cat and dog food available on the app..Version: 4.2.1
✓ Decent AppI’ve been using app for more than a year. I have never had an issue logging in. When I add items to my cart and unexpectedly get pulled away or distracted and need to close the app, the items always remain in cart so I can continue adding on or checking out when I reopen app. I’ve added my pets to app so making appointments and searching for specific items is a breeze. Disappointingly I am able to play the treat trail game to earn coupons but have NEVER been able to apply them at checkout when I’m placing order through the app. And I find it disappointing that I can’t add dog/cat clothing items to my order in the app, it always says for in-store purchase only. This is also the case for items that go on sale or clearance. I am not able to go into store do shopping like normal because of my mobility AND now because of the covid virus pandemic. I do like the curbside pickup and hope they keep that even afterwards. But I really wish I was able to purchase those dog and cat outfits and feel that I’m missing out..Version: 4.7.0
✓ Needs tweaking.I’d like to give it 3.5 stars but I can’t. Mainly, the app needs to be tweaked. I’ve already suggested that they include a bar cod with the pet perks number to speed things up. There are, and I guess has to be, a large variety of items to pick from. Perhaps making an area where a person like myself could “store” frequent items? Help me to save time. Actually, you might already have this option however I haven’t come across it yet. Scheduling grooming appointments needs a tweek. I tried to schedule with the same groomer we had last time and couldn’t locate her, so, I had to pick another. When I got to the store there she was but now she was “in training” to learn how to cut dogs hair. Maybe there is a way you can indicate that? Might be more but that’s enough for now. So, a bunch more work and you guys might get to 5 stars!!.Version: 1.5.3
✓ To say it’s clunky is a complimentI think the app has potential, but it’s really not there yet. Everything is just clunky and not very efficient or as well organized as other stores’ apps. Worst is that I put in all the information for an order, only to find no button to complete it at the end! I looked all over the page and even reentered my information to make sure I didn’t miss it somewhere. At least I was able to complete it from their website. The curbside pickup feature works OK as far as the app part of it is concerned (though check your order to make sure it’s all correct!). Another big complaint I have is that if an item is currently out of stock, you can’t back order. If it’s found to be out of stock after you order, it’s just cancelled with no alternative. I still need vitamin C supplements for my guinea pigs! A lot of these products are basic necessities for our pets, not something we can decide to just not buy. Just hold that part of the order or have an option to ship it when it comes in. Otherwise I have to wait and keep checking hoping next time I’ll be able to place my order before they run out again! What a pain….Version: 5.0.0
✓ HorribleThe app has so many glitches. It is impossible to place an or line order through the app..Version: 6.3.0
✓ Not happy anymoreApp was great up until this past order. Took hours to try to place an order. When the order was placed instead of hay I got cat litter. I don’t own a cat!!!! When I called the store they wanted nothing to do with it since it door dash who delivered it. They say it’s their responsibility but it’s the stores app!!!!! Beware of placing orders..Version: 6.3.0
✓ Favourites doesn’t work anymoreI’ve been using the app for years with no real issues, but lately the favourite tab doesn’t work, I have had a bunch of items that were selected as favourites and they are gone, trying to re-add them and it doesn’t save them. Please fix this..Version: 6.3.0
✓ Your app stinks. Doesn’t process payments anymoreI’ve used this app for about a year, and for the most part it kinda works... you don’t allow all the services offering for grooming for instance, so if make sure difficult to set up an appointment, you always end up having to change it when you smog to e store and check-in... it’s easier to call and make an appointment and specify the services you request. But by far the most t egregious problem is your payment processing. It use to work, I could pay from the app for services and walk in and collect my pet. However, for the past 3 MONTHS!!!! - your payment processing claims there is an error, but still authorized the charge! - so I as a user think “hmm, an error, I should try again”( since it tells you there’s an error and stars try again later... so I end up with 4 or 5 charges that I have to wait to fall off to make sure you don’t actually charge me. Even if I switch cards, delete the cards, re-add the cards or add new cards, it still has the same error and same multiple authorizations... AND THEN I still have to pay when I get to the store manually anyways! Just DON’T HAVE AN APP, that way I don’t spend my time on the app and I can just call or go in like we’re troglodytes and not a modern functioning society - outside of PetSmart. So frustrating..Version: 4.8.1
✓ In game app is gone with zero warningThe coupons were nice, but I actually liked to just play the game in the app, and with zero warning the game is gone. The app is also super buggy and always gets my saved address wrong so I have to edit it every time I place an online order.Version: 6.3.0
✓ Where is treats trail?Where did the game go? I cannot find it anymore.Version: 6.3.0
✓ Super buggyReally buggy - crashes everytime I click on my cart and no option to add items to cart in the first place..Version: 6.3.0
✓ No treat trailUpdated the app and now no treat trail game- that was the main reason I had the app. Will delete if it’s gone for good.Version: 6.2.1
✓ Glitching & Loading ProblemsFirst off, I never do reviews on here simply because most of my apps run perfectly but this one is an entire pain in my rear. I shop online like i shop at the store; i have to look at everything and weigh my options so when I’m going page to page, it’s so unnecessary that i have to wait 15 seconds just for it to load up. I just gave up in frustration to come on here and write this review because I’m trying to place an online order to pick up from the store and i can’t even enjoy my experience because i have to force quit the app every other second. Even worse is when it tweaks out and everything starts glitching. I’ll be scrolling down a page and pretty far down the line, something happens and it brings me right back up to the top where I started. Please PLEASE get your app developers to make this a better experience for your customers, especially since you’re a big chain store in this country and a lot of people rely on it for fast shopping so they don’t have to spend hours in the store deciding on what they want. I use this app more so I can read the reviews on what I’m buying to decide if it’s a good fit or not…. It just seems like y’all ignore the reviews because I’ve read a ton and they all say the same thing yet nothing has been fixed !!.Version: 5.16.0
✓ Search and filter has serious issuesNo suggestions pop up when typing in the search bar. I use extremely simple search terms and do not get anything close to what I’m looking for. I searched dander spray and got Danner Aquarium products only. No sprays. No products with “dander” anywhere in the description. I search cat dander and the first results are litter, cat food, cat tree, etc. I search for a cat grooming product and get cat food or spot cleaner for generic pet stains. It seems like it just takes one keyword from the search which is not helpful. Whatever search engine or algorithm is being used is terrible and needs replacing. The filter function is almost worse. I will select one filter and get zero results when I know Pet Smart 100% carries the item (I tested it). For some of the filter fields, there are no options—they just say “View Results”. There is no favorite or wishlist feature that I’m aware of so you can save a product you might want to buy. I have to add things to my cart in case I want to check on it again later. It’s a pretty basic feature that every shopping app should have..Version: 4.3.2
✓ CouponsI want the coupon game back. You said it was removed for bigger better things. So far haven’t seen the bigger better things. Just bring back the coupon game..Version: 6.3.0
✓ Treat trail is missingTreat trail is missing! That’s the reason I have the app..Version: 6.2.1
✓ Super glitchy appI tried placing an online order for pickup because there is an online coupon and it charged me but the order didn’t process. I made the mistake of pressing place order again thinking it just wasn’t loading… and I was charged again and the order still didn’t get placed! Super frustrating..Version: 6.3.0
✓ More difficult than convenient.I downloaded this app to keep up with my treats, and online orders. Since I go into petsmart at least twice a month I figured me downloading the app would be convenient. The app has to load every five seconds which becomes annoying when you’re trying to create an order. Also, it took me 3 times just to be able to get my payment processed. I was given a confirmation number but after the order was placed, my items are still in the cart and I didn’t receive a confirmation email like it told me I would, still charged though. So, now I have to call petsmart just to see if I actually have an order to pick up. Before I wrote this review, I checked to see when it was last updated and it was only a few days ago. The potential this app has is big, I just feel like they need better ways to execute the smoothness that other store apps give you in order to make it more convenient to use the app instead of complicated. Hopefully the developers come up with something to actually fix the app since most of the reviews are almost the same. I think they would do better just working on the app instead of replying with an email because that’s what reviews are for. I love petsmart though! The app just needs LOTSSS of work🥺.Version: 5.4.3
✓ Used to be betterFavorites list now doesn’t show favorites unless you go to the PetSmart website. If you look for products online in the app it will say it’s in stock when it’s not in the store and never has been, the store in my town doesn’t carry a certain type of litter I’ve been looking for but the one the next town over does but the app shows that my towns store carries it for some odd reason. Someone has mentioned this before, but the auto ship feature compare to the regular shipping feature if you’re looking at them at checkout is confusing and there is nothing to show a difference between the two. Another thing is that in the app if you have to go do something on your phone real quick and come back to the app it refreshes what you were on and you lose your page and sometimes progress, this has been a on going problem before the past 2-3(?) updates..Version: 6.2.0
✓ They removed Treat Trail without warningThe best part of PetSmart was the Treat Trail game. Not just the app, but the store in general. The Treat Trail game in the app offered up to a 20% off coupon once a month, making my brand of dog food affordable. So much so that I refused to switch to Chewy or another store because PetSmart was more affordable. I told my friends and family about the app because of the game. During the most recent update (Nov 2, 2023), they removed the Treat Trail game. There was no mention in the app dev report, there was no email alerting customers (despite receiving multiple sale emails from PetSmart, obviously they could contact their customers if they wanted to). Not only was the coupon a wonderful benefit, but the game itself was extremely enjoyable! The levels got progressively challenging without being tedious, and it felt like you truly achieved something when you got 3 stars on the hardest level. Due to this most recent development, I will most likely be purchasing my pet items elsewhere in the future. I highly encourage others to do the same, as it seems PetSmart has decided to forgo its most unique marketing asset without so much as alerting its loyal customers to the change. An incredible disappointment..Version: 6.2.0
✓ Gave it a 3 for my frustrationI absolutely love PetSmart! I love the treat point system and the discounts along with the pickup and shipping options. However, I gave the app a 3 out if 5 star rating due to my overall frustration trying to use the online app. It is not very user friendly. I get anxiety and frustration every time I use it to be honest. This app loads items extremely slow! If I click on something it takes too long in my opinion to load up. I find that I’ll click on the menu options only to find they don’t exist, I have been booted out of the app because of this app having a confused moment. If I try to go back to a page the app gets all discombobulated etc. It’s just very annoying. I still use the app but I dread it every time because I know I’m going to get very irritated using it! Which I’m annoyed now to the point that attempting to add stuff to my cart lead to my review now. I need to take a minute and think if these items are that important to buy right now from PetSmart or just get it somewhere else to avoid extra frustration. It should not take this long to find what I need and add it to my cart! Ugh.Version: 5.13.0
✓ Never able to checkoutI have tried more than 10 times for checking out. It’s a mission impossible. Every time it’s stopped at the last step ‘Review order’, waited for 10 mins but never went through.Version: 6.3.0
✓ Not retaining favouritesFrustrating at best when all my fav products disappeared from my fav list in app. Won’t retain any new items as I try to rebuild the list. Always shows empty now..Version: 6.3.0
✓ Worst appApple Pay never works and now I can’t even check out. Please put some $$ into app development and get a functioning application..Version: 6.3.0
✓ SlowTheir app is slow and takes a bit of time to find the items you need, and then it loads a picture real slow. Like it’s buffering for quite a bit before the image displays and you can order your items. The search feature is not very helpful. I type in pro plan and all the dog food comes up. I don’t have a dog I don’t need dog food. Why doesn’t pro plan for a cat come up? It is helpful to order the food and have it ready for pick up. This makes it very easy to do. It’s also helpful that it can tell you how many items of that product is in that particular store. Overall it is a helpful app. It’s just that each time you go to an item it tries to load it can take 30 seconds or more to come up. I spent too much time trying to order cat food..Version: 5.19.1
✓ Works great for purchases!The app is fantastic for online shopping and orders in general - love seeing treat points and easy to redeem at checkout (also love the offers!!). Where I dinged 2 stars is the services function. I leverage petsmart grooming for their nail services, which is STILL not available in the app. (Pretty) please add this! Would save so much phone calls and bothering groomers throughout the day!.Version: 6.3.0
✓ Don’t use this app.I tried to purchase dog food with this app and it charged my PayPal account twice but no order ever went through. PetSmart support told me to contact PayPal and PayPal told me to contact PetSmart. Apparently I need to wait for PayPal to cancel the payments in 30 Days, really just before Christmas. I have deleted this app as well as disassociated all of my accounts from PayPal..Version: 6.3.0
✓ :(Can’t order through the app, always says ‘error occurred, try again later’ when I try to put in my payment info. And no more treat trail….Version: 6.3.0
✓ Very buggyIt won’t let me do the one and only thing I do on a regular basis, book grooming appointments for my dog. It says my dog must be at least 8 weeks old. The thing is, she’s 2 years old and has been groomed many times at petsmart ! Even weirder is that when she’s done being groomed, it lets me pay for her service on the app, the same app and pet profile that wouldn’t let me book her appointment in the first place. So it’s inconvenient to have to book on a computer if I’m not near one. There’s nothing wrong with her profile itself, because selecting her name on the computer browser version lets me book an appointment. But selecting her name on the app and suddenly she’s “too young”? To top it off, I still haven’t been able to add my parakeet. It gives an error message and won’t let me add her. The app is pretty useless for me if I can’t use it to book dog grooming services ….which is just about the only thing I do at Petsmart every month..Version: 5.4.13
✓ I don’t know why there are so many positive ratingsThe items I order disappear in transit somehow. They won’t allow you to talk to people when there is an issue. The app has so many bugs that won’t allow simple searching without more patience than raising a toddler. It won’t just add or just open things, it has to think, sometimes indefinitely where you have to force close the app and try to search again. And then the app will probably force close itself when you try to do something. Somehow the items I order on here are apparently linked elsewhere because they substitute without saying anything and don’t give me what I order when they give me what would be the whole count in my order. This app and the customer service around it make me want to shop in a Walmart store instead, amidst full seasonal shopping madness. All I wanted was to order cat litter and food for cats/dogs. It won’t let me..Version: 5.7.6
✓ Decent app! But Somethings they should do.It’s a decent app, although gone through the local store and they have more stuff than the website does, and the store has more to offer. So I wold recommend putting every thing that is offered in any store, into the online store. 2nd of all, it’s easy to use. All though sometimes I have to close and reopen the app multiple times in order for it to work and actually search what I’m looking for. So PetSmart if you can fix that, then I’d give you a five star review. I also bought a pop out tunnel for my cat that never came to my house, but luckily I went to the store and got a refund and got it in person. It also would not let me review a fish tank but just to let you know I would rate it one star because it ripped up my fishes tail😢. If your looking to download this app you should but you might have some trouble. Also PetSmart if you are reading this, then please 🙏 fix this..Version: 5.14.1
✓ Horrible.Your site and app are infuriating. Do you not have any UX designers or developers? How can the user experience be this inconvenient? First, on the website, for same-day delivery, I have to manually enter the address for each item to check if it's possible. Even if it shows as possible and I add it to the cart, it suddenly becomes impossible when I check the cart. So, I remove and re-add it, only for it to become impossible again when I add another item. It's a random cycle of items becoming unavailable, then available, and then unavailable again. This has been going on for years without improvement. When I tried the app, I could conveniently order using a saved address for same-day delivery. However, the issue of items randomly becoming unavailable in the cart persists. Ultimately, in the "Review My Order" stage, the "Place Order" button doesn't appear. Honestly, it's a terrible website and app..Version: 6.3.0
✓ Treat trail!?I updated my app as I had to or I wasn’t able to use the app. I went to play treat trail and it’s gone! I only shopped at PetSmart because I had the coupons. The store is expensive as is. Please put the game and coupons back or I’ll be taking my business elsewhere…. Not happy….Version: 6.2.1
✓ Removed treat trail game now the app is pointless.App has been rendered useless now that they’ve removed the treat trail game and coupons. Just a waste of space icon. Deleted..Version: 6.2.1
✓ Errors and bugsSo many errors and bugs! I favourite things and it doesn’t save. I add things to my cart and it disappears. Pointless and horrible..Version: 6.3.0
✓ Can no longer use in CanadaI’ve had this app for many years and now cannot use it in Canada..Version: 6.3.0
✓ Why did you take the game away????As a long time user of the treat trail game I am so disappointed that you terminated the program. This was part of the pet supply ritual for me and my husband to see who can get the better coupon from the game. With rising costs of everything it’s just heart breaking to lose out of the small savings we were able to get from the game. Hope it’s being revamped into a new game..Version: 6.2.1
✓ Zero StarsUnfortunately I have to give 1 star to complete this rating but in reality, this app deserves 0 stars. It has been broken for over a week. It will allow me to make selections, but when I go to the next step to PAY for what is in the cart, the error message keeps saying “Ruh-Roh, there is an error. Try again later”. I’ve been trying for 7 days and no change. I contacted the Schererville store and they don’t handle online issues and told me to contact corporate. I called and reported the problem and the person answering the phone was more interested in getting me to redeem my points than listening to the problem. She stated she would open a ticket and to try to finish my order later. Either she didn’t report the problem or your IT department leaves much to be desired. I have removed the app and reinstalled it and still get the same error. I tried ordering thru your website instead of the app with the same results. If you don’t care to resolve this issue, then I can find another vendor..Version: 4.10.2
✓ Love PetSmart, Loathe the AppI have been a loyal PetSmart customer for 17+ years, through 4 moves and 2 states. I was so excited when they finally brought out an app, but that was short lived. For the last 2 years I haven't actually been able to log in to the app, though I could log into my Treats account on the web, but there's no Treat Trail game on the web version and with 5 dogs and 2 cats the coupons I could earn through the game were great (for the 6 months or so that I could log into the app). So today I get excited again because I see the message that says they're no longer using social media to log in (my log in had been through Facebook, I didn't want it to be but was told there was no way to change it to email) and I had to create a new account using email. Did that right away, verified my email, the web browser pulled up my account information right away with my treats and all previous orders, then I tried the app to see if I can play Treat Trail and... Ruh Roh. We don't recognize that email and or password... I'm about to switch my 7 pets to Petco, which is a shame, but tech support hasn't fixed the issue so I don't know what else to do honestly..Version: 4.6.1
✓ All and website have too many problems.The app lost the game, and it does not give me the option to use my points. I have tried everything. It also is no longer remembering my favourites. Too many issues constantly with the app and the website..Version: 6.3.0
✓ Treat trail is gone.:( they don’t care about the pets….. starving.Version: 6.2.1
✓ Easy to navigate but this always crashes on meLove that I can set my dogs’ grooming appointments but it makes online shopping AWFUL. I tend to arrange for store pick up to coincide when my dogs have appointments because it’s super convenient. But more times than not, the app crashes before I can finish shopping and every time it crashes, it removes everything from my cart. If it’s not crashing, it’s taking ages to load, even just clicking in between options for 1 item (ex. Food package sizes). It’s been so frustrating to the point where unless there’s a really good price at Petsmart now, I’d rather shop with an online competitor of theirs through that competitor’s app and just waiting for delivery. If you add up the time I spend shopping and adding to my Petsmart app cart, waiting for pages to load, and dealing with the frequent crashes, it comes out to about the same time I’m spending shopping on the other company’s app and waiting for them to deliver to my house..Version: 5.11.1
✓ Bugged out beyond belief; old and achyThis application is REPLETE WITH BUGS. I can log in with my creds just fine in the browser but the app refuses to allow me to login. It will either say the cress are wrong or doesn’t allow me to click the button even when it holds as though it’s clickable. The UX (when not signed in) is also highly inconvenient—takes more than 3 ‘clicks’ to get anywhere and most of the services in the automated line don’t exist in the app. The purchasing process takes just as long as it does in the browser, as well, so the app becomes obsolete altogether. The search functionality is terrible—I can type the exact product title and still not get the correct result. Come on now PetSmart! This is so frustrating it makes me want to only shop at Petco. At least they kept up with the times and don’t have archaic technology. (I also have several friends that work for PetSmart that tell me the systems the workers use are just as bad). You have to spend money to make money—if you aren’t willing to pay for good developers (i.e. invest in tech), get out of the game. Signed, an IBMer.Version: 4.9.7
✓ Cumbersome and Inept AppOne of the biggest wastes of time in the App Store. Location keeps defaulting to the Store closest to me, not the one I intend to pick up the order at despite resetting my preferred Store repeatedly. Now that I struggled through all that to get my Shopping Cart ready, the “Checkout” option is grayed out apparently because 1 can of dog food in my order is no longer available and the app doesn’t respond to the “Remove Item” option. So, now that Petsmart has effectively prevented me from shopping from their poor excuse of an app and picking it up in their store, I’ll just go to the nearby grocery store and get pet food there. The ability to provide app feedback to Petsmart is non existent because the send key in the App Feedback section is grayed out, as well. Come on Petsmart, show us you actually want our business and spend a little money to have a decent, self-contained app that’s capable of doing something as simple as placing an order. What you have now is an insult to your customers and the Petsmart brand..Version: 4.4.0
✓ The worst app ever?!It’s like this app was designed by a competitor to keep you from shopping at PetSmart!!!! You can’t purchase ANYTHING! You try to put ANYTHING in the cart, you end up with the permanent circle of death. You try to check out, circle of death again. Try to reorder something from your last order...I’ll give you one guess!!! - YEP! Permanent circle of death. This app crashes CONSTANTLY. It’s glitchy, and when you try to add something to the cart it crashes...that’s if it even LOADS! It’s been like this for MONTHS!! Do they not read the reviews?!?! RANDOM times it will work as a tease...then the next 5 times...if you’re reading this you KNOW what I’m talking about! How can a large chain like this have SUCH a garbage application? With all the kids at home during COVID have a 12 yo build you an app with their BASIC level of programming!! They’d do a better job than this garbage! Maybe have a contest?!?! Because it CANNOT get worse!!! I have to believe this app can be hacked my a 5 year old in Albania with the most limited skills it’s SOOO terrible & glitchy!!! My information CANNOT be secure with SUCH a bad piece of technology, unless the hacker has the same issues trying to navigate the app the rest of us do!!!! I’m going to the competitors down the street. I just had to get my frustration out quick..Version: 4.9.7
✓ No more treat trailI enjoyed using the app to keep track of my treat points, activate discounts, and to play the treat trail game to earn coupons. Now that there is no more treat trail it really discourages you from having the app..Version: 6.1.0
✓ Got rid of treat trailThey used to give discounts for using their app. Now there’s no point in having it. Guess I’ll be shopping at a closer store that isn’t petsmart.Version: 6.2.1
✓ Do NOT use for appointmentsThis app is horrible for booking appointments. Every time I attempt to use it there is an issue. A few months ago I booked an appointment and then received a call that the appointment never should have showed as being available and they had nothing for at least 3 days. The other day I figured I would try it again and scheduled an appointment for today at 10AM. I received 2 confirmation texts and an email with the date and time. This morning I received a phone call a little after 9AM asking if I was bringing my dog in because his appointment was at 9 and I was late. The system put my dog in an hour earlier with a totally different groomer. After talking to the girl and explaining I had confirmation texts she fit him in at the time I needed. I appreciated it but it’s not fair to the grooming staff and it’s nothing but aggravation for me. PetSmart needs to get their developers to fix these issues with the scheduling. Everyone I’ve talked to who has used it has had similar issues to me..Version: 4.0.1
✓ App does not workI ordered last Nov’23 and it took days of trying repeatedly to get the order placed. Update, (again), to current version to place an order, and it’s been days and it will not let me place the order. Searching? Puhlease. Find fancy feast Pate… dare you. Why display ApplePay when it has NEVER worked?! It’s the biggest win for customers. PayPal is fine but I’d rather not? Absolutely frustrated with the app and the same ongoing function failures from development team. Feedback? Yes I do send when the app prompts me. Not likely to recommend the app. It’s been years of rending of hair and clothes. >:(.Version: 6.3.0
✓ This app doesn’t work at allI have tried to use the app multiple times and it never works. Have never been able to successfully complete a purchase because the app won’t let me. When I called customer service they tried and it also didn’t work. Their response was “I don’t know why it won’t work sorry” and then gave up and ended the call. Very poor customer service and totally useless app!.Version: 6.3.0
✓ No FavoritesEverything pretty much works as the website except that it won’t save my favorite even after numerous attempts, rebooting, deleting/downlaoding….Version: 6.3.0
✓ App is not letting me order as its keep asking united states zipcode.i am in Canada .It’s irritating its been months i cannot access this account.its keep asking zipcode.i am in Canada .not able to place order.Version: 6.3.0
✓ Nothing but troubleIt’s mind boggling that in 3 yrs Petsmart, being the big box store that it is, can’t resolve these issues. I keep having the same issues as all the other reviewers. It takes sometimes up to a minute to add an item to the cart. Then, if the app hasn’t glitches beyond use by the time you’ve come to checkout, which is rare to get that far in the order process, you finally get to the checkout only to be met by the “Ruh roh” of death. So you’ve spent sometimes far longer on the app than you would in store only to have to go to the website. The problem there is, sometimes the website can be glitchy as well. Today I had the great fortune of this exact happening. I seem to have actually have been denied access to the petsmart website mid-checkout for some reason. So now I can’t access my order through the app, and I can’t sign on to the website to finish my checkout. I spend more money on pet food a month than I do my own food, and I can’t even figure out a way to give Petsmart my money today it seems. I absolutely dread when it’s time to fill up the pet pantry anymore. Can’t someone figure this out. Geez already..Version: 5.19.1
✓ Schedule online or via GroomerI brought our schnauzer for a bath and haircut today. He is scheduled for these services on a monthly basis and has been coming to the same groomer for about two years. Today when I called to confirm I was told no haircut had been scheduled. This is the same thing my husband was told when he brought him last month. Last month was the first time after the coronavirus began that we were able to bring him in due to service restrictions. The groomer said she could give him a partial cut and bath but not the full cut. She had 4 dogs scheduled at the same time. I kept hearing my appointment was made online; I checked online and it said "full haircut". Don't they have same access to info the customer has? While we are on the subject, if dropping off instructions are changed then change the instructions on your phone messages and signage as well to lessen the confusion when you arrive at the store . We will be looking for another location to get our pet business done. ARKellner.Version: 4.8.0
✓ Forcing update that my iOS version can’t runThis app is insisting I update to the latest version which requires a newer version of iOS that I don’t have and may not be able to run because of the age of my iPhone. The petsmart app refuses to open and the only option is to select “update now.” A week or so ago I went ahead and attempted to download and install the updated app and of course it didn’t work, but after downloading it, the app recognized that my iOS was older and offered an earlier version as an install. So after downloading an app I knew wouldn’t work I had to wait for a reinstall of the version that was already on my phone prior to being replaced by he one that doesn’t work. I’d hoped that would be it but it’s back to insisting I update the app again to the version that won’t work. This app was already forcing updates upon startup often, so instead of the convenience of placing a quick pickup order for my local store (reason for the app) I wasted a lot of time waiting on updates to download and install..Version: 4.9.5
✓ Ordering seemed to shut down my appI was hesitant to order off the app for a long time I enjoyed the little game they had for coupons (that seems to have moved on) but it was nice to browse and keep track of my points etc. I placed my first order and went to pick it up and everything went well. Now I have gone to try placing another order and my app has almost shut down. I have a store I pick up at down the street that has been my chosen pick up store but it can’t seem to find it and when I try to change the store it can’t find any or won’t load. I tried to add an item to my cart but it can’t even load to add the item. I tried same day delivery but once it finds my address and a good store for me it won’t let me load the item to put it in the cart. Pretty disappointing for a large scale company unfortunately.Version: 6.2.1
🙂 PetSmart Positive Reviews
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⛔ PetSmart Problems
