PetSmart App Reviews

Do NOT use for appointments. This 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.

Schedule online or via Groomer. I 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

Doesn’t function like it should. This 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!

Love PetSmart, Loathe the App. I 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.

Very Glitchy Time Waster. I’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.

To say it’s clunky is a compliment. I 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…

Ordering seemed to shut down my app. I 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

Needs a lot of work.. I hate being negative but there are so many problems with this app. I place a lot of online orders and unfortunately the app will not process them. It won’t let me check out. I have to use the browser. If I have things in my cart or go to add something else and continue to cart it says half the stuff I added is unavailable. If I close out and go to browser it’s fine. If I keep closing and reloading the app it will work but I don’t have time for that. I can search a certain product on the browser and it pops right up but the same exact wording on the app won’t bring up anything. My favorites list does not work on the app. Only on browser and even then it works 1 out of 5 times. It says I don’t have a favorite list but I def do. I usually have to go to past orders to find things. Like another reviewer said please add a price scanner! That would be so nice because I do price match online in store and it would be easy to scan than search. I’m deleting the app but if there was a scanner I would add it back again but as it is now it’s useless to me.

Search and filter has serious issues. No 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.

Fix Add payment card function. Please please please fix the add payment card functionality in the app. I take my dog to Petsmart grooming often, and I would like to pre-pay in the app before pick-up. The problem is you need to add a payment card in order to pay, but after you add all of the card details, clicking, the continue button does not work, it does nothing. I’ve done this a few times and I guess not often enough to know that it just doesn’t work, so I might as well just go into the store and pay, but to be honest, it’s very frustrating. I will say that the entire process for scheduling a grooming appointment is quite easy and frictionless, and so happy to continue using the mobile app going forward. Keep up the good work “mobile” team, and keep challenging yourselves to raise the bar on an easy, intuitive customer experience your users expect.

Cumbersome and Inept App. One 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.

Zero Stars. Unfortunately 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.

Awful app waste of time. I go to PetSmart very often. I love my store but when you try to buy something on the app is awful. To start it takes forever to for the app to put items on the car, then whenever you are ready to checkout but maybe you want to modify something like take out an item a Or ad one last minutes then it just completely crash and even slower and takes everything out from the car saying an error has occurred your car is empty then you have to waste another 20 min (yes at least 20 minutes) to put everything back on. This happens especially when there is an offer that is online only like save 20%. Is annoying and maybe is not on purpose or on purpose but honestly looks like if the company wants to make it impossible to place an order on those times. With all the money this company gets I would think they would invest in a better system and people that know how to properly design and make this app effective.

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.

Like app overall, but some changes would be great!. Not a bad app, but when I’m placing an order I have to go through everything I’ve used/ordered in the past and put it on my new order. Isn’t there a way to see your old order and just do a re-order with the option of adding or subtracting specific items? This is done on some fast food apps so you don’t have to scroll through the entire menu again. Suggestion #2: I order multiple cans of Purina proplan wet cat food. Why don’t you place all flavors of the mature 7+ canned food (chicken, turkey & giblets, salmon & tuna) on the same order screen like you do for the complete essentials (whitefish & tuna and seafood) and complete essentials (beef & carrots, chicken and spinach, etc))? This would cut down on the length of time it takes to search through the app. Finally, is there a way to apply your rewards to your online order?

Glitching & Loading Problems. First 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 !!

Disappointing App. Been 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.

Awful. A complete nightmare. Only one star. You 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??

Used to be better. Favorites 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.

WORST SLOWEST BUGGIEST APP EVER. It 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. 😰😰😰

Could be better. The 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.

Confusing and frustrating. I 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.

Nothing but trouble. It’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.

Makes Booking Services soooo easy. Love that i can view appointment availability and book with a specific groomer directly thru the app! Sort of addicted to the Treat Trail game as well. Also very appreciative of the work that PetSmart does to promote pet adoption and help provide services and resources for homeless animals. Only issue I have with the app is that I have updated my pet’s profile photo NUMEROUS times but somehow a very old picture continues to show up as his profile thumbnail image on the page where you “select a pet.” I have even tried to upload different file types and sizes to see if that would rectify but to no avail. I emailed tech support about this and did quickly receive a reply however the only instruction provided was generic info about how to add a photo and did not help rectify the issue. Obviously, this is not a huge issue about app functionality or ease-of-use but thought it might be helpful as i am sure I am not the only one who has experienced this.

Could use some updating. I shop at Pet Smart pretty frequently, it’s my go to dog supply store. They’re the only ones who sell Joyhound Rip roarin dog toys. I have a German/Anatolian shepherd, he chews through toys like nothing. I buy these in bulk once a year and they always last him, they’re the only ones I’ve came across that he loves and doesn’t ruin immediately. On another note, the app was just updated yesterday (March 31st) I was browsing to buy my bulk dog toys and the app crashes, it does it quite often, but considering it was just updated that shouldn’t be an issue. Also you guys should really consider having toys, food, meds, leashes, etc. shipped from stores when not available from the warehouse. That’s how most online businesses work now, it makes it more convenient and y’all can make more money 🤷🏼‍♀️ thank you for reading this if you did my dog loves your stuff 🫶🏻

Buyer Beware when checking out. I 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!

Terrible. Last 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.

Very buggy. It 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.

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.

Checkout Difficult. I 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.

They removed Treat Trail without warning. The 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.

Needs work. The 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.

Could be a whole lot better. There is No way to add favorite items to profile. I have attempted many many many times and still no success. There is the option there but it doesn’t work. Not all products are listed that are in the store, so you can only half shop online. Also when you set your profile to a specific species like “cats” that is what’s should bring up. Not everything dog and then nothing cat. The app is very glitchy really. Maybe it needs to be updated with complete working profile options and the ability to add medical cards with actually making a purchase. I need my multiple RX cards in there so if I happen to forget the paper one then it’s on my profile in store. Also can I just request an alert option. I go online or in store and many many times items are always out. I would love the ability to scan an item and get an alert when it comes back in stock. It would make life easier and save time, money, frustration and gas. Also if a store in another state has something please please give us the ability to have an order mailed to us. Like I live in Oregon and Washington gets all the stock but I hate the drive and the extra cost for gas and taxes. Let me order from them and ship it to me.

Bugged out beyond belief; old and achy. This 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

Gave it a 3 for my frustration. I 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

Love the voiceover accessibility improvements. I had to come back and redo my rating of a simple 2 after such a horrible experience using Voiceover A few years ago. Before, I couldn’t even login because the app was not accessible at all. I recently tried because of the pandemic and I was able to log in, complete my profile And input my personal and dogs information. This is such an improvement! However, when I was trying to make a grooming appointment, I could get all the way to the place where I choose the date and groomer but once I made all these selections, that screen only had two buttons that were not labeled. I couldn’t use accessibility features to finalize the appointment. I had to call to set up the appointment and then it showed up in my account and I was able to confirm and add it to my calendar. If the whole process could be made accessible, I could give this app a 5 star rating finally.

Easy to navigate but this always crashes on me. Love 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.

There are a couple issues. Overall it’s a good app. However , there are a couple issues. The good is it has an adequate search engine. The issue is it isn’t always accurate and honestly that’s what’s needed is accuracy. If you order to pick up you don’t always get accurate info. I discovered in the app an item was listed as insufficient product for my request. Only to get to the store myself to see what else might be available. Wow ! There was the product I was told wasn’t available. It often doesn’t suggest a similar product either if the one you want isn’t available..( or is but is indicated it’s not , or it is at another location without resorting to shipping which is subject to a minimum purchase for free shipping ). If the stock and any arriving stock could be accurately counted, that would be helpful. Or - just forget online and go to your local store. It saves frustration

Worst PetStore App Ever. It’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.

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.

Forcing update that my iOS version can’t run. This 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.

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🥺

Very Disappointed. As 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.

Literally one of THE worst apps I’ve ever used. The PetSmart app has been broken for over 10 years at this point. I’m pretty sure in that time span I’ve successfully placed maybe three orders because the app constantly bugs out or completely crashes. I’d say 9.9/10 I try to use the app to place a pick up order the app will bug out, then crash and empty my entire cart, and then when you restart the app your cart will be gone 9.9/10 you open it until it’ll magically appear (before crashing again). The employees at all PetSmart locations I’ve been to over many years have all told customers not to use the app because it is so awful. The pet hotel employees at two different locations have said that there is no way for pet hotel staff to see stay reservation requests that are sent through the app so you have to call or come in person. I have missed out on more discounts than I can count because they were online only and the app was crashing so much I couldn’t even place my order and staff in store said they could not honor the discounts. Why such a huge corporation can’t invest in fixing their app so that it is even useable for staff OR customers is hard to fathom.

Pet information add. Hi there, I am a pet owner of two dogs ( 13 & 5)and I have used Petsmart and Banfield for each of them sent being purchased. I have used the grooming, doggie daycare and vet services/ wellness plans as well but when I go to your app it shows no history of visits? I ask the current store I go to and the response was shocking... “ um. The app doesn’t connect the the software data” sorry. I have 2 current pet hotel reservations in the system plus grooming...Then why the hell do we fill the app information out and have a profile if it doesn’t merge? Also it should show if your coupons are expired. My husband and I have spent thousands of dollars at these locations world wide as we travel for his job and utilize these services to our advantage when looking for housing and this is the solution? Happy Holidays. Punkin & Brooks Mom &Dad

PetSmart App. It has everything you can buy all services make appointments everything you need at your fingertips !! I love it and so easy to use ! CarolEllis I have a dachshund Piper and I’m handicapped so getting her there for an appointment is so difficult so whenever I call for a grooming they work with the time & day I need . They shorten her nails short as they can with a Dremel I know she’s hard to do that because she hates to have her paws touched and she’s so soft & smells great ! The people in the grooming department are very nice , knowledgeable, great work and patient !! I couldn’t take her anyway else ! She’s done on fantastic time it gives my daughter time to get all her & myself needs for all the pets we have a great prices ! Thank you Carol Ellis & Piper ♥️🐾 Sent from my iPhone

Pretty awesome. I really like this app it’s easy to use and convenient. I do have issues though, too many products are in store purchase only and also are too often out of stock on quite a few items. Not great on having a lot of different products to choose from either. But like I said though I like the app because of ease of use and convenience. On pricing, like anywhere, they vary. Most items in the app are pretty well priced but other products are pretty high in price just like any place you shop but I do trust PetSmart so that’s why I’ll stick with them unless I think a price is just too high for the item I’m wanting then I’ll do a little research and see who has the most inexpensive price but so far doing so I’ve always came back to the PetSmart app or store because like I said I trust them. Hope this is helpful for people searching for the right app to use for your precious fur babies. It is the best one I’ve found yet

Your app stinks. Doesn’t process payments anymore. I’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.

Decent App. I’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.

App lies. I 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.

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from very bad to worst ever. Before at least you can edit name , weight etc lately not even recognizing log in , doesn't allow you to save the information so every time you have to go to the website and book over there , it's very annoying, they should delete or start from scratch this app

Got rid of treat trail. They 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

I can not login. I tried the same password in the website and it was correct

Surprisingly terrible for a large box store. I want to use this app, I collect points religiously and would *love* if it was possible to use it to shop online sales and complete a purchase (seeing as I input my payment details), browse categories for items, see my updated points, things like that. All of which are offered, none listed work. I have to use the mobile site to even arrange an instore pickup. I want to use this app, please fix this app. As per it’s currently functionality, don’t waste your time. Access the website on a browser of some kind.

Buggy and horrible store. Waste of money. Buy through Amazon or local pet and livestock supply stores.

The worst app. This app is an absolute catastrophe. If signs me out and so does the website multiple times a week and will not let me sign back in or manage my account. It just keeps saying there’s an error despite the password being the same. And also the website login option doesn’t work a lot of the time as the button just doesn’t do anything regardless of what browser I use. This website and app are a complete embarrassment. Horrendous.

Horrible app. Made an order on the PetSmart app for delivery with door dash. Not once but twice the app or DoorDash decides to change my address than I originally put. i didn’t know until the driver called asking where I lived. DoorDash end has a completely different delivery location than what you put on the PetSmart app. Buyers beware of using this app. It’s super inconvenient and cause you to lose so much time in the end. They make you drive to the store. When I paid for delivery. Make that makes sense please.

Add to cart not working!. Can’t check out! Terrible app / e com experience.

👎. 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.

App did not work. Tried to place an order but kept getting payment error messages, charged 4 times to my credit card and the prefer did not go through. Horrible app experience. I would give negative rating if that’s possible.

Horrible. App is horrible, unreliable, misleading and such a pain to use.

Horrible. Their app is faulty and the customer service makes you do all the work if your online order is wrong. Don’t order online. Save your time and money. If I could give 0 stars I will. Thank me later for the heads up

Bad. Keeps saying I haven’t verified my Email although I have several times. Pretty convenient for pet smart that ifs doing this so I can’t use any of my points.

Garbage. From reading through reviews, I see the issue with ordering from Canada has been a problem for years, yet nothing has been done to rectify it. The app is also full of bugs.

What's wrong with the app?!. I have an account but this app never let me login in, saying incorrect email or password, which works on website. The worse thing is now even the website doesn't let me check out and the problem remains unsolved for months... Guess Petsmart wants me to quit membership??

frustrating.. can’t even log in.. it’s been like 3 updates and i can’t even log into the app. have to book appts through the website instead.

Cannot checkout cart. Okay app. Lots of clicking to get to a proper screen. Can add to cart but get the spinning circle of doom when trying to check out cart. Might we well use the website.

Unusable. No matter how many times the app is updated it never shows all the products. When you filter or sort to help the search it gives one or two options.

Always having bugs on this app. Product that just added in the cart is always gone, no matter how many times I reboot the app. Useless app.

Do not have country settings. I’m in Canada but the app by default is for US and there is no way i can change the country and currency!!

Canada. Doesn’t work for Canadians, can only order to the US even though it allows you to pick a Canadian home store

Postal code doesn’t work. Any postal code results in invalid postal code error.

Glitchy. So many times I go to check out and it won’t let me! It’s very frustrating. They have lots so much business from me because of this. It’s such a slow app

They changed their program, so I changed my rating and review. I have dropped my rating for this app down to 2 stars because they made so many changes to the program that it’s no longer recognizable! The first thing they did was take away the game where you could earn large coupons between 10-20%. It used to be 25% at first, but they dropped it down to 20%. The special cat food that my cats need is more than $100/bag! That coupon was a life saver for me! Then last year they changed to the VIPP Tier status and the program is redeeming points that I didn’t authorize! I called to get it straightened out over the summer, but 2000-3000 points are still leaving my account at 1000 point intervals once a month! And these aren’t expiring points because I made sure that I redeemed them a couple times a year to prevent losing them! These are points leaving my account under “Redeemed Points Offer” You used to be able to save your points forever, but now they expire after one year! And you used to be able to redeem smaller amounts at a time and now it’s all or nothing! This used to be the best loyalty program and now it’s one of the worst! It’s still the best loyalty program for pet stores in my area, but that’s not saying much. I think that it might be time for me to check out Chewy….

Won’t add items to cart. I really want to use this app but everytime I add something to my cart it won’t show up in my cart 😓 very frustrating to use

Buggiest app on my device. App is unreliable and hardly ever works when you need it. Better off using a browser

Slow app and lags every 5 seconds. This app is very slow. Only works smoothly for the first 2 minutes then you have trouble adding things to your cart and paying for the order

App Sucks. The app sucks. Can’t add items to the cart.

Treat trail is gone.. :( they don’t care about the pets….. starving

App needs technical update with assistance.. Having many pets & having credit cards hacked and no understanding of apps makes it too hard for older people to shop online not fair in store shoppers don’t receive the deals for coming in store. Don’t recommend.

Too many useless updates.. Stop. Updating. The. App. Every. Damn. Week.

Terrible App. Always have issues with checkout. Like ongoing for years. You’d think they would make it a priority to fix such a big issue regarding lost sales. People like to impulse buy. Not be forced to shop in store or elsewhere..

Buggy junk. Can’t sign into rewards to activate offers so I have to go online to do it. It’s not worth using the app. Just go on the website. It’s been like this for a year now and still no fix

Can’t be used. There is always a bug in the app. You can never order from it.

Garbage. I would like to give them my money, unfortunately it's impossible. Check-out doesn't work with neither Apple Pay or directly registering my credit card, so dumb, so frustrating... Guess I will habe to keep giving my money to Amazon 🤷🏻‍♂️🤷🏻‍♂️ never seen an app were is so difficult to BUY. 🤦🏻‍♂️

Slow and payments have issues processing. The app is super slow, it’s hard to navigate through the different pages. Once I try to complete the order, I always have issues with payments but have no issues elsewhere

Annoyingly bad. Fix the bugs, please. For DAYS it says my cc info isn’t correct, when in fact, it is! What is the point of the connivence of shopping online when I can’t even make purchases. Along side that issue, the app is always so slow and at times inaccurate in terms of stock, pricing, etc.

Doesn’t open. Looks like doesn’t finish the update and doesn’t open either

Garbage - Takes you to US site only. These morons put an app on the Canadian App Store that connects ONLY to the US Petsmart, where your Canadian Petsmart login credentials WON’T WORK. Canadian and US login credentials are not interchangeable. You will get an error message that says “account doesn’t exist”, but if you use your Canadian login on Petsmart.ca, it works fine. Another example of a U.S. corporation treating Canada like it’s the 51st state, so if the app works in the US, it must work in Canada too, right? Hey Petsmart — if you want a separate Canadian-only login system for your Canadian customers, you might want to release a Canadian-only app. Idiots.

Baby girl and mamas boy. This app is pretty good once you figure out how to use it

App is broken now.. Fix the no load red screen already🤦‍♂️

🙄. This app has never been able to work with Canada post code, always ask for zip code I’ve been ask multiple staff for help none know how to fix this App’s problem ! And they get rid of the discount play game which make this app more useless

Look at a map. Totally 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.

Not for Canadians. You can book an appointment and get the discount vouchers but NOT for ordering shipping nor pick up

Useless if you live in Canada. You can’t even use this app if you live in Canada so don’t bother.

Can’t order in Canada. Great coupons, but they mean nothing if you want to order in Canada You can’t enter a Canadian address for pick up or delivery

Impossible to Modify Autoship Order. I’ve received products that didn’t want and had cancelled through your App and I also wrote to cancel an order. But it, and another arrived anyway with shipping costs. I have Autoshio so I can get the food I want without shipping costs. Your online order system doesn’t provide any what to alter the items in an Autoship order. I was trying to add items but couldn’t do so. When I searched your online system for information on how to add items on an Autoship order there was no information. That’s really not good. Now I have boxes of Fancy Feast cat food that I don’t want. I also don’t want to pay to return this to you or drive 45 minutes (one way) to a store. It would be great if I could return the food when the next Autoship order arrives. Is that possible?

So Glitchy. It 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.

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.

App is not friendly. I could not access the app in Canada. It shows the location but when I click on the location it goes back to the app, when I try to add the mixed breed there is no place to do it. Is this a Canadian store.?

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Online Payment Acceptance Needs Tweaking. Majority 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.

Just beware. I set up auto shipment with petsmart app. First delivery I received correct items, but a majority of the items were damaged. Second delivery I received 41, yes forty-one, wrong or incorrect items. I went to recheck my auto ship choices and yes, for whatever reason the app or the employee or both don’t know how to properly relay what product I have set. This really bugs me especially since they sent a cheaper product. Now I have to call (since they don’t offer in app help or communication) and pack up this whole order and go to a shipment store and I still don’t have my pups food, so I’ll have to make a trip to get food one day this week too, which not having to make that trip was the whole point of using auto ship. Honestly this makes me realize there’s a huge drop somewhere in the app and I don’t feel safe using the app/company moving forward.

Very difficult to maneuver. I placed an order online to be picked up in store. I was supposed to receive an email - with my order information, details, and when to pick it up - within an hour. It has been three days. My payment has already been deducted from PayPal. When I talked to the clerk at the store, he said the orders usually get printed out that night and filled. While I was at the store, I looked around and several of the items I ordered were not even on the shelves, even though when filling out the online order, it indicated the store did have the item. I’m giving the store until Saturday to fill my order or then I will expect an immediate refund to PayPal. I’m extremely disappointed! What really annoys me is I have nothing to identify what I purchased. Nothing. The email was supposed to itemize everything. And this app is useless in finding out anything. Unless you want your dog groomed!! Argh!!

App is too laggy and shipping options are ridiculous. Out of all of my apps, this app is soooo laggy. It is super slow to load anything and will take me ages to find and add all of my items to an order. On top of that, now there is a new rule that I need to purchase 12 of EACH food item for my dog for me to get delivery or shipping. I find this to be absurd because my dog does not need over $500 worth of food for the month I don’t understand why I need to be forced to purchase that many when I just want a few of each item and this was possible before. It also sometimes allows me to pick any amount and then shuts me out of the app before payment and will not let me to go back to my cart to edit anything in my order. While my experience in store is good, this app and online ordering system is ridiculous and makes me not want to shop there in all honesty.

App doesn’t always.. I like the PetSmart app because it’s easy to book grooming appointments for my pet. I especially like it because it allows you to select the groomer. I always get my pet seen by the same person, thus I like that the app has this feature. It also makes booking and canceling appts much faster. As for coupons and treat points, my points never get updated on the app, I always have to ask at the store. I wish the coupons applied toward grooming but they don’t. I only use the app for grooming appts, nothing else. The main issue I have with this is app is when it’s not working. What do I mean? Every now and then the app will not open. It’s doesn’t matter if it is updated, it will not give me access to my coupons or anything. This is the case right now.

Takes your money then doesn’t process order. This has happened to me twice: I open the app, find what I need; place in cart, go to choose shipping option and pay with Apple Pay. I’m instantly notified by my cc that my payment went through but the app places no order. I’m placed right back in the shopping cart screen. I’m writing this review now because it just happened to me again. Confused, and thinking my payment hadn’t worked, I hit ‘pay.’ I then receive 2 notifications from my cc — double charged, no order. If I could rate it any lower than 1 star, I would. It’s ridiculous that I’m now sitting and waiting for a customer support response, with double the money gone from my account, and all I wanted was freakin cat food. I’d run down the road myself if someone in the house didn’t have COVID…. Thanks PetSmart. Give me my refund.

Laggy and certain features don’t work. While I enjoy having the app to keep track of my points and my orders, it’s not really user friendly (anymore). It’s so slow and lags constantly. It takes forever for pages to load. Some of the categories are also confusing. It’s also inaccurate in showing items that are in/out of stock in store, granted that could just be a delay in the system and when inventory was last checked. But there’s a new issue after the most recent update, the store selection feature doesn’t work. When I select “shop in store” at the top, it just takes me to a blank white screen and won’t let me choose any of the nearest locations. Besides that, the app has a tendency to crash randomly or log me out without warning. It’s honestly easier to just use the website.

App Is Broken. I just downloaded this app less than 4 hours ago because I am officially adopting a kitten in 3 weeks. My email did not get a confirmation link. I can log out and log in, but my account information would not update. After giving up with the app, I turned to the website. It got me through checkout, so I paid and completed my order for in-store pickup. I still haven’t gotten an email confirmation for my order. How will I confirm the order when I pick it up if I wasn’t sent the email? My money was immediately taken out of my account but as of now, no communication nor updates from PetSmart about the status of my order. I tried again with the app. I even re-downloaded it, but the app won’t even show my order history. I am worried about giving my new pet and I the smoothest transition possible given the current pandemic. Please fix this and I will adjust my rating.

Save an hour+ of frustration & use your browser (not this garbage app)!. I love PetSmart, but I despise their app. The app was slow, taking over an hour, and it did not give me the option to review and submit my order. I’m very tech-savvy, and if I had this much trouble, I can imagine how frustrating this might be for someone who is not very tech-savvy; they would quit trying the online process altogether. If the developer sees this, please fix it or remove it from the App Store. When the app got stuck on the payment details (after entering my 2 $10 gift cards and credit card), it kept asking me to complete these stupid captcha tests, sometimes 2 or 3 in a row after correctly finding all the asinine images (“find all the crosswalks;” “find all the fire hydrants;” “find all the cars”). I thought this might be a glitch. In the app, I hit the back button to re-enter all the payment information a second time. The app said the gift cards had a $0 balance. After trying for an hour+, I quit the app and used my DuckDuckGo browser. The browser took just a few minutes. I entered all the payment information without a hitch, including the 2 $10 gift cards. I received an email that my order went through. I am deleting the PetSmart app and will continue to place orders in peace on my browser.

No Longer Works. It used to work, but since the update I can no longer log in. It tells me my information is wrong which I know that it’s not. Their “Forget password” feature doesn’t work either, I have tried dozens of times from mobile, the app, and desktop, but I never receive the password reset email. Customer service is of no help either because even though I already told them it doesn’t work, all they do is what I already did which is attempt to send another password reset email, didn’t get those either. Now they want me to create a new account? No. Clearly Petsmart made a mess with the latest update and the new “no social sign in” thing which unfortunately for them, they apparently have no way to access their customers accounts. This is all their fault and just not worth the hassle in this day and age. I will simply shop at Petco instead.

App is slow and super glitchy. This app is only good for keeping track of your rewards. It is nearly impossible to try to place a big order with it and extremely time consuming. When I place items in my cart, they show as available in store and then just glitches to show that none of the stuff I have in my cart is available in that store anymore (when it definitely still is). So then i have to delete it from the cart and add it all over again. You can see how this would be so annoying trying to place a big order of $300+. Also, when im trying to view my cart sometimes it just crashes on me. Just right now, it has kicked me out of the app about 4 times. Its so incredibly frustrating. Petsmart is great and my favorite pet store to shop from but they really need to step it up with this app..

Horrible app!!!. I have tried to order items a dozen times and each time when I check out, it says please review that the quantities have changed!!! They have not changed!!! So, I deleted all the items and reordered them. Again I get the same message!!! I then, called the local store and talked to someone in customer service. She said the items have changed in the store. I told her that I deleted all items and readded them and still getting the same message!!! She said, “Well’ you’ll have to call the main customer service number…I asked her what that number was and she said, there’s a tab on the site just click on that and the number is there!!!!! How very very unprofessional and rude that she could not have given me the number after how very long I have been trying to place an order!!! I will rethink my doing much shopping at this branch!!!!!

Can’t even log back in.. :(. A few days ago the app told me my session had expired and after then literally no matter what I try I can’t log back in. I can’t even reset my password, when I try to send a password change email I justos to know where they’re going but they’re not in my inbox or spam..so..I even attempted to log in via the safari website but even there my account isn’t logging in it’s honestly kind of a bummer seeing as I had points and coupons I was wanting to use that by now have expired and I have no way to seemingly recover my account or log in. I sent an email to Customer service but honestly I’m not even expecting to be able to ever log back in... I’m really bummed haha I wish this hadn’t have happened, this app had been making my purchases easier to get and honestly cheaper in my area Bc of the crazy in person sales taxes but it was good while it lasted I guess :(

Nothing works. Throw away online coupons!. For months now neither the App or the website has allowed me to order food and then pick it up in the store. It all goes well until you want to check out. NEVER works over the last few months which for me is a huge issue. Not only can’t we use any coupon that is “online” only, you also can’t just pick up your order at the store because it won’t let you check out. It baffles me that nothing has been done. I’ve told multiple employees, managers and they just shrug their shoulders and agree. It’s a very sad state of affairs. Shame on you PetSmart. I used to think your customer service was better then other Pet stores but not anymore. If I could have given you half a star I would have. Once people could go back into the stores without masks, you have not fixed anything.

What happened?. I’ve ordered pick up 3 times, all included prescription cat food, without issue, on the same day. Today, my 4th order, I was told it will take 7-10 days to get my prescription cat food vet approved. My Vet is at Banfield inside the very Petsmart I am picking up from. The Petsmart staff can wave to the Banfield receptionist none the less get the prescription approved. My boyfriend was told the order didn’t exist and was sent home with a phone number for me to call regardless of him having the order number and an email confirmation. Customer service told me again that I world have to wait 7-10 days to pick up an order with prescription pet food? What happened? I was able to pick up my 3 previous orders on the same day! My vet is in the same building!! Ridiculous!!!

Never works, will charge you but not submit order.. I literally can never get the app or website to work which is extremely frustrating when they have specific online coupons. Instead, it gets stuck on the check out page. Oh but that isn’t the best part, the best part is that it charges my card still yet doesn’t place my order. As of now I am down $100 in my account because I attempted to place the order twice. Now I have to wait 3 days for it to reverse itself and I still need to purchase food for my pets. Absolute worst app ever. PetSmart really should invest in getting someone tech savvy to actually make their app and website work properly instead of forcing me to not be able to purchase my own things until the reversal of charges. I am going to switch to Petco for all my pet needs.

Finicky like my cats. Works sometimes when I’m using iOS and Safari. Other times I cannot log in and have to use another browser. Also items they list as available are not there at pick up time because they don’t have it. It happens a lot of the time. Still I appreciate their efforts during the pandemic and the sacrifices they make to keep our pets happy and safe. Update: I’m having to uninstall and reinstall the app a lot. I get to checking out and some sort of technical issue happens and I am prompted to try again and when I do, the same thing happens. I actually called customer service and she sounded like she had a rehearsed line to tell customers whenever they called to try again, install/reinstall the app, etc. I told her I did all of those things and she said they are very busy so try again.

Great. I mostly use this app to have my barcode ready upon checkout, checking how many points I have, finding if something is in stock, as well as playing the Treats Trail game to get some coupons. Now, that treat trail is the only reason I docked a star off. Sometimes I play the game before going to the store to get my coupon. Then when I’m at the store, I’ll pull up the coupon. But 2 times now, I’ve tried to pull up the coupon at the store and it doesn’t work. I THINK it’s because after finishing the game, I viewed the coupon (to see what type of discount I got). So, once I was at the store, I couldn’t use the coupon. Advice for Treat Trail: DONT view your coupon until you’re in the checkout lane ready to pay!

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.

No help at all. I’ve used it a handful of times and every time I had used it it worked perfectly. As of late tho, the last two purchases I’ve tried to make, the first one didn’t go through yet it charged me twice and it withheld my money from my card and I couldn’t get it back for days. Take into consideration it was a $100+ order. So i was out $200+ for days without being able to use them and yet I had to go in person to buy food for my pets cuz I needed these things. The second time the order went through but it charged me twice again, once was for the payment and the other one, according to Customer Service was to ensure that I had those funds. Once a payment goes through those funds should be returned but now I’m being told it might be up to 30 days to receive these funds back into my account. Huge scam and very unsatisfied with all of this.

App is completely broken. Cannot do checkout on cat food but works somewhat for expensive items like self cleaning litter boxes. Absolutely frustrating. *UPDATE* 24 hours later app still won’t allow checkout. Can bypass the glitch only by donating to their charity. However they have removed the Afterpay option and you cannot add a new credit card. What garbage!!!! *UPDATE* Over a week later and app is still non-functional for checking out when purchasing any brand of cat food. You need to fire whoever you’re paying to keep your app working because they aren’t doing your job. I’m going to order my cat food from Chewy. I give up on PetSmart. **Update** About a year after my original review the app is worse than ever. It’s slower than molasses going uphill in February, won’t allow checkout, tons of error messages, etc. I can’t believe a company this big has such a horrible app and doesn’t fix it.

Crap! Doesn’t recognize customers profile every time. This app is designed by puppies! Every time I log in it thinks I’m a new user. Every time I log back in it asks me to fill out a pet profile even though I have pet profiles for past 2+ years. Every time I try to book services, it thinks I’m a new user, but if I back out 1-2 and start again it then finds my profile and realized I’m not a first time user. Sporadically loses the pet profile pic. As for the actual functionality, I like being able to schedule grooming services but my local store NEVER has any details when I do book something other than bane/time. What’s the point of choosing all the details and options of a service if the local store doesn’t know anything about it or even provide that specific service. Really need to fix that profile new user vs long time user crap; makes me want to stop being a user.

Why changed back to only iPhone app when i’m on an iPad?. So, this blows — had used this app yesterday when it was still the iPad version. I go onto it today, and it’s back to only iPhone version. Unless i’m mistaken...but there’s certain functions missing that i have to go to the site via web browser for (like, i would like to favorite items when i’m browsing and such, or see ALL of my purchase history, not just the online purchases). Hopefully, the phone app will either be updated to include the additional features, or the developers will actually return this app back to the iPad version. The only reason why i’d even use the phone version is for the Treat Trails game...but that should be available on an iPad version of this, too (that way i can preserve storage space on my phone). Deleted and using the web browser version until i see this improvement.

Treats Offers No Longer Visible on App. Not sure if this is due to the recent update or what, but offers are not showing up on the Treats page of the app. I can’t even see offers I have already activated. The page continues to see a message “Offers coming soon! Check back for your exclusive offers.” The homepage of app shows some offers and give me the “Activate Offer” option. However, when I tap on it, the app goes to the Treats page which continues to show the offers coming soon message. I signed into the website to see what the Treats page does and it appeared to be working fine. I was able to see all of my Treats offers. I really hope the app gets fixed soon!

Terrible!. Used this App to book a pets hotel stay about 3 weeks ahead. Had a booking # and it said it was confirmed. Got a call 2 days before my trip stating my pets reservation was changed to another location. My dogs had never stayed at this location and it was inconvenient to my home. Then I was also told my pets would have to have their Bordatella vaccine 48 hours prior to being dropped off! Well, it was Easter Sunday and 48 hours before! I called my local PetSmart location where the reservation was originally for. They said there was nothing they could do. They also said that “online reservations” are just “requests”. What??? Who ever heard of such baloney? Then they tried to say they had thousands of reservations online and the reservation center couldn’t support them. So maybe if you can’t support the App... get rid of it!!! Hello, ever heard of customer service? Frustrated to the max!

Great for ordering & picking up orders. Updated. I had an issue with store pick. I checked that I was there on the app & no one came out. After about 15-20 minutes of waiting, I went in to pick it up. The person that helped me did not know anything. I kind of had a feeling it was that particular store & not the app & I was correct. I ordered again recently from the store I normally go to, checked that I was there, & a few minutes later, they came out with my order. I only use app to order for both curbside pickup & in-store pickup. Easy for ordering. Online/app prices are normally a lot cheaper than in-store. So I prefer ordering through it.

Full of Glitches User Beware. The Petsmart app (honestly, the website too) is so glitchy and hard to use. Constantly signs you out and gives errors. My final straw was when I changed my order to pick up and the quantities were changed without my knowledge and I was charged almost $250 instead of $60. I called to cancel and was told to call the store. Ended up calling 4 different stores because my order couldn’t be found and it was delivered anyway. When I went to return I realized I was never emailed a receipt only a confirmation. Neither on the app or website was there a receipt for me to return. Petsmart uses DoorDash to deliver, but the systems do not talk to each other and PetSmart employees have no ability to help when you have issues using THEIR app. Luckily I got my money back but this experience has ruined PetSmart for me.

Almost unable to use the app. I would like to preface this by saying no matter how annoying the app, I never write reviews but this was just that bad. I randomly get the loading screen even when not clicking on something or visiting a different page. It’ll glitch between loading and normally being on the page. I have pretty good internet and never have issues on other apps but this one took between 2-5 minutes to load anything. I tried to check out so many times and the review order button was just infinitely greyed out and of course you have to start from the beginning if anything happens during the checkout. This literally made me order from Petco instead as their app actually lets me go through with the purchase via their app seamlessly. I think this app just needs a completely rework.

Coupons Always Say Used. I play treat trail for the coupons. Every time I take the time and win them I get hassled at the store because they say I’ve already used them. Cashiers give me a hard time and say and can’t use it again. Some are nice and will still honor it. Just got hassled today when I won the coupon in the parking lot and went straight into the store; cashier said I used it already. Got into with another cashier over the coupon and she finally gave it to me. Ridiculous. I spen a lot of money at this store to include obedience training. Saving a little money from time to time is incentive to keep going back. Getting hassled about 15 and 20 percent coupons is straight garbage and thinking about not going back anymore. Hate to get hassled at checkout like I’m trying to get over on them. I’m not asking for anything free.

Do not book hotel thru app. I booked an appointment for my dogs before the holiday only to have them call me a week later to tell me they have canceled it. Now I can’t find any place with an appointment and my dogs can’t travel with me. The girl on the phone told me that it doesn’t actually book a stay in the petshotel it just puts in a request. But, when you use the app it literally says you are “booking” an appointment and even asks you to confirm that you want to book your appointment with whatever package and how much it will cost. Then it sends you a confirmation for your “booked appointment” don’t be fooled the girl that called me said the only way to be sure you get a room is by calling. The app needs to either be capable of actually making appointments or PetSmart needs to rework and reword their app so it lets you know you are only making a request for a hotel room. So they don’t screw up anyone else’s holiday plans.

Don’t try if you want to pick up in store. This app is awful! There are certain coupons just for the app, but if you want to pickup in store, I wish you the best of luck. My partner and I tried about 5 different cards and I tried Apple Pay, but the app couldn’t place the order with any. Didn’t stop them from charging one of my credit cards though! Tried to reach out on their website and I’ll hear back in 2 business days??? Not to mention while trying to place the order I was asked to do the “prove you’re not a robot” thing so many times (spent about half an hour doing so, because if you scroll up to make sure your order is still correct or the app loads for any reason, you’ll have to start over again) Absolutely ridiculous that in 2022 you have an app that functions this poorly.

Difficult Grooming Scheduling. I have a pug and I have been going to PetSmart to get him groomed for years. Every time this app receives an update, I hope they add being able to select grooming appointments for “special needs” breeds like my pug. I have to always call to schedule my appointments and it’s just extra hassle when the purpose of this app should be making scheduling easier. I want to be able to see past grooming appointments and who we used as groomers and what services but I cannot access those types of app services all because my dog is a pug. Also, the app is always freezing and can never load my past purchases or coupons. Thinking of deleting it all together because it’s pretty useless and takes up valuable cloud space.

Worst app. PetSmart obviously doesn’t want your business. It would be quicker to walk from Florida to Georgia and walk to each PetSmart location than walk back home than walk back to Georgia than walk back home to Florida and then walk to a PetSmart in Alabama for your purchase would be faster than use the app. Amazing I was searching for dog crates and kept getting cat food. Apple Pay doesn’t work for your app neither does your checkout part of your app work. Here’s some advise, if you want people to use your app for shopping, you might want to make sure that your customer can use the app to make a PAYMENT! PetSmart huh? More like PetStupid! I gave up looks like PetSmart has lost another customer to PetCo. Do not use their app nor give them your information. They charged my account than inexplicably refunded my account. It’s like they take your money than give it back!

I don’t know why there are so many positive ratings. The 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.

Almost Perfect. This app does almost everything I need. It’s easy to find the items I’m looking for with the help of multiple categories and filters, with the exception of pharmacy items. The website has a pharmacy category that the app does not. I can find pharmacy items in the app by searching for a specific item but there is no way to browse all pharmacy items that I can find. Otherwise, the app makes it easy to favorite items, select shipping, autoship, or pick-up options in checkout, and makes it easy to keep track of my reward points. Overall, I think it’s a great app but adding in the pharmacy category for shopping would be appreciated!

Super annoying and inconvenient. I would normally give 5⭐️I LOVE the girls at our local PetSmart, and they’re super good to my girl whenever Hope goes in to be groomed❤️ However for the last 4/5 months I HAVE NOT been able to make any type of grooming appointments online, and that is SUPER INCONVENIENT for my family. I’m either at work, driving kids to/from school practice/games.. for me to have to call and sometimes sit on hold and wait for someone to finally answer the phone 45 minutes later.. is just absolutely inconvenient and SUPER AGGRAVATING. plus, I can’t link a phone call to my calendar in my phone to automatically remind me.. and of course when I call and speak to customer service they have ZERO idea how or why it’s doing that or how to fix it.. PLEASE FIX THIS!

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!!

Needs improvement. As a petsmart leader I’m often searching on behalf of my customer for online price checks, if something that is not available in store might be available online, etc. but it’s nearly impossible to get this app to load. Often times when I put in a products details and name it doesn’t even generate related items, let alone the exact item I explain in the search bar. I often have to use google search instead but would like to be able to have a well functioning app to refer to. Even in personal use off of company Wi-Fi or cellular data I have issues with it loading so I don’t believe it’s Wi-Fi or data connection that’s the issue. I truly hope this gets fixed, I would love an easy and error free experience!

Checkout Hassle. Since the update the app no longer allows me to add items to my cart, and on the off chance it does let me, I can not view my cart at all or checkout. I’m assuming something broke during the update, but as of right now the app is only a three stars as I’m still able to view wether or not an item is in stock in store or not. I have no problem with having to walk in and buy an item the usual way. I just miss the convenience of paying before hand and only having to pick it up. Now that being said, it’s impossible for me to buy an online only item. As for some items the only option is pay online and have it shipped. If I can’t pay I can’t order 😭😭😭 I hope this little glitch is fixed soon.

Needs the ability to place orders. First of all, the Treats program is great! I redownloaded this app after the program went live and it is a massive improvement from the previous version. I’m happy I was able to add photos for our three sons on here since the desktop site wouldn’t let me for some reason. I gave 4/5 stars as I would really like to see a shopping experience added so I can quickly place orders from my phone. ShopRite’s app has that feature and it makes ordering fast and easy. If you need an example to go on, use theirs. I would be so thrilled to see that. While I can order on a mobile browser, it still is easier to use and maneuver the desktop site. Hoping to have that change in the future!

PetSmart App is AWESOME!. Tried to book grooming appointments for my 2 small dogs. I booked one dog appointment. When booking for the second dog, it showed appointments available all day. I chose an appointment for the same time with a different groomer. I forgot to to add nail grinding so I chose that service as an add-on. Trying to complete my booking but that choice seemed like it was doing anything. I started over and when I tried to book a groomer, “anyone” like I did for the first dog, I received the message, “No appointments available.” Tried to go back to find confirmation of the first grooming appointment and I received the message, “no appointments booked”. Frustrated, I searched for a PetSmart app and downloaded it. That proved to be a godsend! It showed only the first grooming appointment I made. I canceled it. Then, I very easily made 2 grooming appointments for the same time/day with 2 different groomers! I will always use the PetSmart for booking grooming appointments in the future! I’m sorry for the long message but I wanted to show how much frustration I went through trying to book grooming online.

Disappeared again. Just was finishing up my order of 15 items one was a monthly and then I get kicked out. I go back in and try to finish up one more item and it wouldn’t search anything just blank!!!!! So I go to my cart and I get kicked out go back and cart now is nothing won’t let me go into it. Then I try to place my whole order again then click shop cat and kicked out, what the heck?!?!?!!!!!!! So very disappointing I took so much time over an hour looking over the sale items etc to get kicked out then I need to remember everything I chose. I don’t have the time this was the time I had please could someone get back to me and explain what the heck happened. I’d appreciate it for now I gotta go and get back later tonight to hope to complete order hoping too. Sadly disappointed trying to be hopeful, MT

Impossible to verify my email address. For some reason, whenever I try to verify my email address for my PetSmart account, the email doesn’t come through to my Gmail account. I’ve talked to five different customer service people, each one of them resent the confirmation email, but if course it didn’t come through. Yes I’ve checked spam, yes I’ve checked my “promotions” folder, and yes I’ve tried clicking “confirm my email address” from different browsers, both on my phone and on my laptop, both in the PetSmart app and on their website. I keep getting passed around to different customer service people, and I’ve asked if I can just change my email address since the emails aren’t coming through. The customer service response to this last request was a voicemail saying they “resent the confirmation email” again. Ugh!

Slow. Their 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.

Useless during COVID restrictions. I 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.

Nice app until checkout. The app itself is pretty nice. It’s easy to search and when doing the pick up option it’s easy to change stores. But the check out portion is extremely frustrating! I entered all of the payment information, I do not see any errors, nothing is highlighted or has red print to indicate something is wrong but I cannot get past that point. The “Review Order” button is greyed out and won’t allow me to press it in order to check out. I tried the website and the same thing happened. I don’t see any errors so I have no idea why I can’t check out. During COVID times I’m not comfortable going into the store so I’ll have to shop elsewhere. The check out process really needs to be worked on because I’m sure I’m not the only customer you are losing simply because your app and website don’t allow us to check out.

Issue with adding a person to pick up order. I have been a loyal customer at PetSmart for years now. I have started using the feature to buy an item on the app and add my fiancé as a secondary person to pick up if I am not available. When he goes to pick up the item at the Menifee CA location and shows proof that I added him as a person who can pick up the order, the associates are always VERY rude to him and immediately tell him he cannot pick it up. If this was a one time thing I may understand that there was possible confusion, but I have gone out of my way to screenshot and add him as someone who can pick up my order and they continue to tell him no and treat him poorly. Why do you even have this option on your app if your associates will not allow it to happen? If a solution is not made, I will NEVER return to PetSmart.

Disappointing and frustrating. This app is so frustrating! when I’m trying to take advantage of the $10 off plus free DoorDash delivery PetSmart advertises, I cannot place the order. This is a reoccurring issue I’ve experienced several times. The app repeatedly shuts down completely when I try to go to my cart. Reopen the app and Suddenly my cart is empty after spending over an hour putting my order together. Now it won’t allow items to be opened. This app does not save time or money because it never works. If you’re going to offer a special why don’t you keep your inventory properly stocked? It seems when I try to purchase items the quantity available continues to change and this glitches the system. Get a better system! Don’t offer a special we cannot take advantage of. It’s false advertising!

Petco here I come. I’ve tried ordering same day delivery on 3 or 4 occasions to get dog food delivered. Every time they cancel my order, don’t text me even though they ask for my number, don’t email me even though they ask for my email, don’t call. Don’t anything. So on each occasion I’ve just been sitting around waiting for food that never comes. They’re reason being it’s out of stock. Okay well then indicate that on the website and why not reach out and see if I wanted to change up the order instead? Like it’s just so stupid and I will not be ordering from here again. The whole point to offering same day is convenience, nothing about the past four experiences I’ve had have been convenient whatsoever. Now I’ll be running to petco to grab her some food because PetSmart can’t just communicate with people.

Garbage app. FINAL EDIT: After all these years, you had the opportunity to fix your app. But you didn't. Do you like an app that continually crashes on you? An app that isn't smart enough to use key phrases for search? Or how about one that you have to switch to the website EVERY SINGLE TIME to check out, because... PetSmart. Then, when you go to pick up, I hope you like the mystery of whether or not the people working that day want to work, or if you're going to sit in the parking lot for 30 minutes until you go in to find a couple of young girls sitting around gossiping! Good times! If I have to order emergency amounts in the future I'll do it on the website. Holy bells, people. Get it together. EDIT: Was just trying to order an emergency supply until I can receive a shipment from another company---and the app AND the website broke at the same time. How. Embarrassing. For. PetSmart. Do they realize how much business they are losing with this nonsense? Are they trying to tank the company? It raises questions. Every single time I order there's a problem with the app and I wind up having to either give up the order or finish the order in a browser. How embarrassing for PetSmart. What. A. Joke. Do better PS.