Petco: The Pet Parents Partner App Reviews

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NEEDS WORK. Thankful there’s an app for Petco but site needs improvement! Many times I click on an item to view & read about only to get a “bad request” page. Which also means I can’t add it to my cart & purchase! It gets VERY frustrating to say the least! It also takes entirely too long to go from page to page, if it’ll even go to the next page! Many, many times it won’t even go to the next page & you find yourself only able to shop from the 1st page! I wish there was an option on the 1st page to click “See all” or “View all” eliminating the need to go from page to page all together. Also, many of your products don’t include measurements within their descriptions... just checkout your Pet Gates. GREAT selection though! Please fix these issues as I’d frequently shop at Petco but with it as it is I’d rather save myself A LOT of time by going with a different company who has a MUCH better website or app. (By the way, I took a screenshot of the “bad request” page to share so you can see exactly what I’m talking about but can’t find a way to attach it with a review.)

Very glitchy. Every time I open the app it asks me to add a pet, I’ve added all my pets but it doesn’t recognize that I have when opening up. This is just the start of the problems. When I try to search for something it starts glitching out and the screen flashes in and out of the loading screen rapidly until it finally catches up… for each letter typed.. 85% of the time this causes it to crash, especially if you type too fast. And by too fast I mean more than a letter every 20 seconds. From there if I’m looking at products and I click on one that’s further down in the search results and then go back, I’m bumped back up to the beginning of the search to scroll through everything again, leading back to the loading issue as pages of products load. Once I get fed up of struggling and waiting I try leaving the app and opening it in safari, which opening their website forces the app open and won’t allow you to shop on the website. This has caused me to multiple time switch to Petsmart for certain purchases. The app needs a complete overhaul and until then I’ll be deleting it from my phone.

Inconsistency. There’s seems to be an issue with your app. For one, it doesn’t track your bags of food order if you shop in store. I give my number and it will show up in the app that I purchased it, but it won’t track it. I’d have to order through the app for pickup and it will count it there. Doesn’t make any sense. Why even give my pals rewards number to the cashier. Second, how am I unable to change my name in the app, but I can change my address, phone number, email address. Doesn’t make any sense. I checked my account, and someone else’s name was there that is no one I knew. I called customer service to change it, and they changed it for me. Saw the changes in the app. Now, a couple days later, the name on my account is back to the false name. Why? Once again I called customer service and the representative changed only my first name. Said he submitted a ticket to IT for them to change my last name. Lastly, gives a way to remove certain perk unlocks. My dog came microchipped already but I’ll never be able to fulfill that because Petco didn’t microchip them. Makes it unfair for us to complete it. I’ve also been stuck on 75% of profile complete. I’ve gone up and down and around all over the app to see what did I miss. Everything it filled. Picture is uploaded. If I tap on it, nothing. Doesn’t take me to unfinished items to complete my so called unfinished profile. Improve my app experience Petco.

Items not available through app. Regular items that I buy in person every week or two are not available through the app. I did call cust serv to let them know the items (Large SuperWorms by Timberline and live crickets by the dozen) cannot be found. The available 1000 count crickets and worms don’t make sense for a consumer with a single pet. They are staples for reptiles, my chameleon thrives on these worms and crickets. I shop 20-30 times a year for these and have for years. They seems like good candidates to be included considering I have to time my visits to get these before they sell out- there is always demand. So pretty clear, the app has no value if items are not available. Loading complete inventory and specific availability for a particular store is a no-brainer and the minimum standard for a retail app. Across the board from auto supplies to delivery and restaurant apps this is the de facto way to go. So this very regular customer gets no value from the app yet. I will reinstall it again someday to see if items are available in the future.

Rewards/BOPUS/REWARDS CARD. As an employee the app is amazing to use to find products easily online for my customers! There needs to be an option for BUY ONLINE PICK UP INSTORE on the app. It is very important to help our customers to find the products available at another store if not available at the current location they are in. PALS REWARDS: on the app it now only gives you the option to load only which sometimes does not work. Under the pals rewards column it needs to give you a “load” or “barcode” option so you can show the barcode of the reward on your phone. This option will make check out experience better and easier for customers. The app needs to have an option to add the rewards card into Apple Wallet. Petco stores do not give out physical reward cards anymore and this will help customers at checkout when it is on their mobile device.

App. Petco app is the worst app I have ever used. It’s the reason we will be cancelling our Vital Care membership because the hassle of trying to order anything or get customer service is not worth the measly savings. No one can surpass Chewy’s selection and customer service. Petco app has horrible listings with threadbare descriptions if any at all. You can’t enlarge the product images. Usually you can’t apply or use your Pals Rewards, or one is missing and you have to call Customer Service (I average 3 calls and 2 hrs between disconnections, waiting on hold and solution-who has this time or patience?). I rarely if ever have to call Chewy and when I do problem is resolved asap. No waiting 40 mins for a rep. The app is a breeze as are returns (not so with Petco). Petco doesn’t listen the COO for the products they sell via their app whereas Chewy does and if it’s not listed you can ask IN APP and expect a reply within a day. Petco app has barely any ratings or reviews for anything. Chewy has tons, and they’re helpful. As are the photos and videos customers can post with their reviews. Petco app takes sometimes 5 minutes to refresh or reload a page. It’s like the days of AOL on this app. Who created your app, Petco? You need to trash it and start over with someone who knows what they’re doing AND understands the needs of “pet parents”.

Unimpressed with website and Review options. Doesn’t allow review of submission.. to purchase an item it should let me determine if I want bgrvoocgkxfgto “pickup at sore or ship”. Some items provide such options, others don’t. The ones that don’t, ask me to select a local store for pickup, whether I want that selection or not. I select pickup, the site tells me to select a store, item is NOT available at any local store. From there I can neither select “ship” nor purchase the item. WTHeck! I may not be a computer geek; however, I’m comfortable navigating through online purchase websites - ask my husband! From here on I’m unlikely to use Per Co website for the safety of my sanity and to keep my blood pressure stable. Another “gripe” I just found - when writing reviews, I’m not given the option to “review “ my wording/entry prior to submitting this review. Please forgive any unintentional errors. Stay well and safe out there.

What in the world?. I placed an order for cat food to be delivered every three months. I entered my address, phone number, card number, and everything correct. It even gave me a confirmation email and everything was fine. My card was charged the right amount. A little while later, I realized I needed the cat food every four months instead of three. So I went to change it and the app glitched. A couple hours later I get another outrageous charge on my card so I call customer service. Customer service sounded like they were throwing a party in the background so loud that I couldn’t hear my representative without shouting. Apparently my phone number was a bunch of 1’s, my address was 123 Street, and my email wasn’t listed. We got that sorted out and I was refunded the money for the glitched second order. I got several emails telling me different things on my account were changed. I honestly don’t know if I will be getting my bag of cat food at this point. The surplus of emails confused me. I don’t want to have to call the center again, and I’m pretty disappointed with the app. Next time I’ll try a computer because these developers don’t know what they’re doing. Or I’ll just resort to chewy. Their prices are a little more expensive, but I bet their app actually works.

Never had I so much trouble with a company!. Today while going over my checking account, I noticed that I was charged twice for a repeat delivery! The 1st order was with the discount plus my rewards, after I had been on the phone with them and finally got it straightened out. The 2nd order however I did NOT order! But somehow the button got pushed and I got charged for another bag of food! This was all on the same day! I called Petco, and told them what happened. The person on the other end told me,”as a one time convenience we’re going to refund your money. Oh btw, you don’t have to return the food to us.” What?! As a one time convenience???? It’s not my fault, it’s yours!!!! This is not the first time I’ve had to call about one thing or another. Come on Petco, you can do better than this! It must be that the person behind the computer, must not have much training or they’re getting pushed through their training or they just don’t care. I mean why should I have to keep calling to get things corrected? I’ve never had to call a company so much as Petco! If this keeps happening, I’m going to cancel my vital care and look for another company that hopefully can do a better service than Petco!

Log in error. I was trying to get my free bag of dog food today. The app is so busted that it wouldn’t even register my attempts to log in. I had to completely remove the app from my phone and phones history then reinstall. It still wouldn’t register log in attempts (it would refresh the page when I pressed the button, no incorrect password error or anything) but then it let me bypass by trying to sign in through google which finally flagged the app that I have an account and only then could I log in. This in whole took like 10 minutes in the middle of the store. If the free food coupon was available on the main website it wouldn’t have been a problem. But it’s not. This isn’t the first time I’ve had massive issues with the app. The only reason I know the trick about uninstalling and clearing it from download history is because I’ve had to do it 4-5 times in the past when it would get stuck on the blue “petco” loading screen and the only way to get it to actually load the app was to reinstall from zero.

App is okay, perks are okay. I was informed of the app by an employee basically telling me to download the app to start earning rewards since I was buying so much food. So I download, have the store scan my app, what they didn’t tell me what you have to “unlock” the reward by pushing a button that says unlock. So if you were buying things before they don’t count because the reward was locked even though I didn’t have to do anything to unlock it but push the button. Seems like a shady way to get app downloads without having to give out coupons. That and the fact that even if you buy 2 bags of full-size dog food in 1 purchase it only counts as 1 bag of food. So you have to split those bags of food purchases up. Once again a very shady practice. Not sure if I will switch from petsmart to petco for regular food purchases. I really do not like shady practices and this seems pretty shady. With Petsmart I get coupons almost every checkout without having to get their app and jump through hoops to earn points.

Extremely Irritated. This app is incredibly frustrating. I go in to edit my address and it gives an error message saying “ruh oh something went wrong”, or something like that. I thought ok well maybe it just won’t let me do it and I have to call. Then I tried updating my pet profiles, add pictures, etc. The same error comes up. Lastly, it shows that I have a bunch of notifications. I was able to get to most of them but it still shows 2. I cannot find what they are or what is needed from me. This part might be me doing something wrong, but I have no idea because it doesn’t show up in the notification section, which call me crazy but they should all show up there (in my opinion).

Easiest purchases and online is cheaper. Using the app is so quick to purchase items that I need and they were running a discount for 20% off of $50 which saved me a lot. You also get the rewards when you shop with them so I used that also which helped me save even more. I also like that on the app I’m just shopping for what I need and then I drive there and pick it up so I don’t need to go in the store where I’m tempted to buy more than I need. Sometimes I will find items online that are cheaper in their app than in store, when I do have to go into the store, and they will price match items on their online website. You just need to show them the item from their website with the cheaper price and they will change it for you. You can also be assured that your items are in instead of wasting your time going to the store only to find they don’t have your item in stock. Love the convenience.

Easy to reorder, impossible to search. I’ve used the PetCo app for 3+ years to place in-store pickup orders. When placing a new order, I always go straight to the “previous purchases” section and add items to my cart from there. While I’d like to try new things I haven’t purchased before, the app’s search feature is so utterly useless that it makes browsing next to impossible. For starters, the filter options are a convoluted mess—even the simplest of filters don’t work, such as choosing what pet you’re shopping for (I’ll select “cat”, but the search results still show dog items). You also can’t search for just one particular brand, because—you guessed it—the search results will include multiple brands. And while there is a checkbox to only show items available for same-day pickup at my local store, I still have to click on each individual item and change it from delivery (the default) to pickup in order to see if the item is, in fact, available. The whole thing is such a pain, it’s understandable why I don’t bother and just re-order previously bought items instead. The only advantage of placing pickup orders through the app is the 10% discount when you spend $50 or more. Otherwise I’d do all my shopping in the store.

Can’t sign in or stay signed in ☹️. So this problem has been going on for a while. Specifically when I’m signing in with my Google account (which is the way I sign in usually). It started a few months back where I couldn’t stay signed in, I would have to sign in every time I wanted to use the app or check my auto deliveries. A little annoying but overall the app works great and I like how they carry everything I need. BUT something changed recently and now I can’t sign in at all with my Google account. It continues to try and process the sign in but it never does. I’ve attempted to sign in 4 times this week at different times, I’ve deleted the app and re-downloaded. Nothing seems to fix the issue! I have to use the website, which is a little less UI friendly. I’m a busy person and I don’t waste time on my phone so when I do things I like to click and pay. Please fix this with an update! I love spoiling my pet, he’s been a little more anxious with our move. So I’ve had to try distract him with little more this time around.

Not a Good User App Experience. PayPal Integration doesn’t work very well (read: at all), repeat delivery orders with “free shipping” still charge almost $6 for shipping when you check out. These are issues I’ve had multiple times over several months. It is so difficult to checkout that I just give up! You’re losing money with your extremely poor user experience, Petco. Even when I went to put in my credit card, it said the number was wrong (I triple checked and re-entered twice). Also, the inventory doesn’t match the store at all. I purchased a litter box and matching hood for curbside pickup, and the associate tried to give me an XL top for a large box. Luckily I paid attention, and then she informed me that there are no large tops in stock. I could have saved time and just gone to another location. This has happened to me once before about a year ago, and I thought that for sure it would be fixed by now. For such a large company, you need to invest a little more into your development.

Glitchy & could be more. The app has some great features I love using, I just wish it wasn’t so glitchy when using filters and checking if your store has availability. That being said I LOVE the ability to map out what animals you currently are taking care of and what services and medicine they need, that being said I wish there was a way to add an account to it say an older petco account and I wish I could sort my aquatic animals into one spot instead of mapping each individual one like each fish each snail each whatever I wish there was a way to put how many you currently have and the enclosure they belong to I wish I could have it organized as an community tank instead of individual animals if that makes sense? With aquatics it’s often times one medication or treatment is safe for one animal but not the others so if there was a way to consolidate my aquatics and use it as a filter that would make this app ten fold better. Other then that the app has some good features like an in hand price check which I assume pulls up the product card to see reviews ect. I just wish the app was a bit better less glitchy and provided more care for animals other then standard animals such as cat and dog. As a pet lover all my pets I feel deserve the same level of care as any of mine both fish and fur. Wish there was a bit more development in that respect. Other then that the app does what it needs to just not as efficient as I would like but it’s ok.

Worst place to buy things. I have a chameleon for about maybe 4 months now. I need food for him every 2-3 weeks so the last three times that i needed food for him, i ordered from Petco. Each time that I have received the crickets, about 30% of the crickets were dead. Each time, i’ve just been making excuses to myself for them like “well maybe it isn’t their fault because not all crickets would survive the journey.” AND check this, they MAKE me pay an extra 8.99 for NEXT DAY DELIVERY and i end up getting it the very next week after i ordered them. On Sunday, I ordered more crickets and I also got hornworms as a little treat for my chameleon and paid the extra 8.99 for next day delivery. Today is Wednesday and i still have yet to receive them, get some type of tracking number, or some type of notification telling me where my stuff is. I called Petco and asked where my stuff was and they said that it was nothing that they could do because it was from a third party. Never again will i order anything from petco. Worst company ever.

It’s impressive how bad this app is. Another update: still a horrible app, it tried to ship my order to another state. Just shop in person or use the web browser because the app is useless. Update: the newest update is even worse, I’m trying to place an online order and my total is $430 for one bag of dog food and it took me almost 15 minutes to try to place this order that I am ultimately not going to complete because I’m not taking a chance that I’ll be charged $430 because their app is garbage. Petco is a huge company so to have such a poorly made app is kind of wild. The app constantly crashes and it will freeze every few seconds. Trying to create an order is a huge pain and I usually have to dedicate at least 30 mins to trying to submit my order. I constantly check for updates and yet they never seem to fix anything. When the app is being especially slow and unresponsive, I’ll just give up and place an order elsewhere because it’s truly not worth the hassle. And it’s not my phone because every other app I have works perfectly fine and when using the mobile version of the Petco website I don’t have any issues.

Requires authentication each time. I am cancelling my premier membership today. My pet is sick and I came in to get a heat pad. The app would not load, open, or allow me to sign in. Once I left the Petco wifi, the app wanted me to authenticate my account either by text message (which never arrived) and then by scanning a pop up barcode through a separate Authenticator app, all while I’m in the checkout line. No, I’m not bringing my desktop or laptop through the checkout line to authenticate the app. This is an arbitrary change in the last month. When I checked out at the front, my $5 did not load and they told me an extra account number was added. Since I was unable to authenticate the app and see what was going on with petco changing my paid account to another user without me knowing, I was unable to use the benefits that I pay monthly for, and unable to get a solution. Additionally, you can only load your benefits through the app. Front desk cannot load the benefits, so if the app does not work you cannot use your paid benefits. When I called customer service, she asked how my pet was doing and I informed her my pet had died (I had previously marked this pet as deseased through the app). There really is no accountability or understanding of what is going on at the customer’s side at Petco.

App is clunky and needs a lot of love. I want to like this app, this is the company I get my pet food from locally. I can’t say it’s ever a good experience using this app and I’m really close to just going with chewy. The search bar in the app never yields accurate searches to what you type, the breakdown menu to narrow your search results doesn’t let me select more than one item, rewards don’t apply all as the option is there and it takes forever to actually load them. There’s constantly deals with 10-20% off and it caps out in the cart at $20 and nowhere in the t&c’s does it mention a cap. Manager at the store told me to contact corporate/ customer service to get the difference… it’s literally a hassle to use their app to get deals and when it’s broken you have to go through the hassle of the phone call. It shouldn’t be this hard. This app needs a lot of software attention to speed it up and streamline things. My suggestion, go to a competitor. Only way to make a change is to hit them in the wallet it seems.

Can’t make grooming appointment for my dog (i have vital care plus). Used to love the app now it’s an app of frustration. Context: have 2 dogs, 1 is 17 years old the other is 6. They couldn’t take my 17 yo. Fine. I have a store that has a gr8 senior dog program. After, this episode I have been unable to schedule GR appt for my 6 yo dog. When I do, they ask if she is 17 years old. I assure them she is only 6. Then make the appt. I have had to take her to PetSmart for her grooming a few times out of app convenience. But I have VC+. So I should be saving $$ on my dogs grooming needs. I heard that groomers can check mark a client so they are unable to schedule appt online. I have never tried to sneak my senior dog into be groomed. You need to take care of this STAT. I have reached out to customer service and nothing has been resolved. I am close to cancelling VC+, subscriptions and cancelling Petco from my life. FIX THIS! Side note: I tip well. I am respectful to your Petco employees so the disrespect I am experiencing is upsetting. If you are happy to lose my business, let me know. I will go to PETSMART.

As bad as the website. It’s wild how bad this app is, especially from such a large company. I spent 20 minutes trying to order yesterday before giving up, I have just spent the last 40 minutes trying to order and still I am not been able to place an order. Downloaded the app in hopes that it would be an easier experience than trying to order from the excessively slow and awful website. The app is worse. You can’t even search for “Wholehearted cat food” Petco’s OWN BRAND without getting a bunch of unrelated results. I have searched for specific its with the correct name and still not gotten correct results. After finally finding the corrct items and adding them to my cart, it’s impossible to check out. The app continuously tells me that the item I put in my cart is no longer available in the quantity. I remove the item. I got the same message for another item in my cart. The same thing happens again. I gave up and am not ordering. Petco is actively losing money and customers because their app and website are so awful.

I’ll pass on this app. I'm not quite sure what this app is good for yet. I downloaded it and tried using it, but I fail to find the purpose it. First, I tried scheduling an appointment for dog grooming through this app. Scheduling the appointment went smoothly, albeit not any easier than booking the appointment online. However, when I scheduled an appointment, the app didn't show me any record of the appointment or a confirmation. In fact, under my pet's profile, under Reminders, it still says that Grooming for my dog is Overdue even though it shows my dog's Past Appointment as being today's date. Second (and I have to say I'm pretty peeved about this), there was a punch card with a 20% off coupon available to me under the Services tab and Grooming. But when I went to use this card at Petco for 20% off his grooming appointment, I got the "Ruh-oh! Something went wrong…" message. Gee, thanks for pretending to give me $20 off my dog's haircut only to tell me, "Ruh-oh! Just kidding," when it was time to use it. I recommend having a feature in the app that shows the pet's grooming, vet, and dog training appointments. It would be nice to have all the information in one place. I also recommend having a function in the app that allows customers to add their Pals Rewards card information and coupons (like the punch card) to their Apple Wallet. Adding this information to Wallet would help prevent having to deal with the "Ruh-oh! Something went wrong" message.

Petco does some things right - could use improvement. The app is much better these days - it does not freeze up or refuse to make changes to my account - something that would happen frequently in versions of old, causing me to have to visit the desktop website. 2 things would vastly improve my experience and guarantee you more sales. 1. Under orders or “buy again” - merge these categories. Buy again doesn’t list repeat delivery items, even the ones I’ve stopped, and the orders tab lists a bunch of text info - I don’t want to click into every order to find what I bought in the past. Make it easier to find what I want and I will spend money. Waste my time and I’m going elsewhere. 2. Improve your search function. Apps and website live and die by this. If I search cat food, don’t show me results for dog food. Again, if you want me to spend money, get me what I am looking for quickly in front of my eyes, otherwise I will get discouraged and go somewhere else.

Ruh-Oh!. Wow. I’ve been trying to order four of the exact same items for more than 30 minutes now. The app won’t load nor will the website load on Safari, Google or Google Chrome. I just keep seeing Ruh-Oh! I’m so frustrated I’m surprised my phone isn’t lying in pieces on the floor. I can’t even get to my cart because that won’t load. And good luck trying to change your delivery method. That freezes the whole app completely. What was supposed to be an awesome surprise for my dogs is now a full blown headache. Super cool that same day free delivery is out the window now. I don’t have time to drive to another town today so I guess they wait. How do you sell anything online with a garbage app like this? Is this why you have to throw birds away (that are very much alive) into dumpsters like they’re trash for people to come find and then rescue? Cause your app is so terrible no one can make a purchase? Do better Petco. I’d move along but your crappy store is the only place that is currently selling what I need. I won’t be back.

Having problems. Logging in: 1.unable to log in via Gmail (I am only speaking on Gmail log in via app I have not tried other methods as Gmail is my primary) 2.even when able to log in there is no persistence in data or very short login sessions. Which is very problematic since logging in was a monster to deal with having to go through the first problem and deal with however long it took to get in. Especially when my first choice is Petco, when I have problems I dont just open the browser I open petsmart/chewy after. Logging in through mobile browser does not present same issues. Seems to be with ios App only. Using the mobile browser does have its own issues such as long resource loading times but nothing major that would stop the page from working. I have no issue using thr mobile browser it's just a matter of me having the app and not being able to use as intended.

Mostly decent app. I find that the app is mostly ok with a few exceptions. It is very glitchy a lot of times and freezes a lot , especially when I am trying to save something in my cart for later or removing it or even just trying to review items in my cart(scrolling down)… As mentioned by another reviewer, the ability to filter fave pet foods would be very useful/ helpful/ time-saving. When I first open the app, it is slow to start/ is a white page for a bit, then it’s ok for a while but if you try to do too much, the app can’t keep up(goes very slow and the screen turns white and usually stops and closes the app itself/ crashes/ freezes, sending me to my regular my phone screen) other than the things fore-mentioned, it’s a decent app, it just need some fixes and then it’ll be a great app.

Glitchy. This app is pretty glitchy to say the least. If I have to see “Ruh Roh” one more time, I’m pretty sure I’d chunk my phone. Randomly the app doesn’t allow me to login, however, it works on mobile site. Using same credentials. Rewards loads a dead page that is all white. Nothing happens. If it’s supposed to mean that I have no rewards available, then design an empty state otherwise I assume it’s another glitch. Adding the pet profile at the very beginning stage is not cohesive with the rest of the app. Looks like it was designed in a silo instead of thought through holistically with the rest of the app. What does work one the main shopping experience is smooth and clear for the most part. However, the functionality is pretty basic for a native app and I’d like a reason to use it and not feel like it’s just another mobile web site. But before that can occur, fix the major bugs!

App is good for most. There’s certain things I find difficult about your app and others that are relatively easy. It’s hard to separate them but I would really like to eliminate pet foods in the filter as opposed to having to choose 1000 different options or possibly swipe left or right to eliminate individual choices because while my cat likes a certain brand of food he doesn’t like some of its options and I wish that Petco learned that about my cat and offered me only the flavors he cares about or the brands that I prefer and not try to push me towards everything in the store. On the grooming side I wish that for certain small appointments you simply say that the store Hass to be contacted because it’s usually that you hunt around for 20 minutes and then finally conclude that must be what the issue is. I also think your ad on services are insanely expensive so while you think that you’re going to spend $30 on a service you realize that’s just the add-on portion. I’d rather pick the particular things that my dog needs done and then if I compile enough of the list maybe you give me some sort of volume discount but I’d like to tailor that way more than just picking a package (buy two more services today and get a 20% discount type thing, or congratulations! You get one free service today! Pick between…..

Pick up process FAIL. Ordered through app before the holiday season for pickup to avoid wasted boxes. Rcvd email stating I will rcv another email once my order was rdy for pickup. Email for pickup was never rcvd. 5 days later I rcv an order cancellation due to no pick up. I go to market to get my cat food. Meanwhile I chat with Petco Customer Services to replace the order for pick up. Same thing happened again where I never rcv an email signaling me to pick up, and it’s been very busy WFH so it slipped my mind until I get an email for order cancellation. SEPARATE order issue within same time span, I place an order for Delivery because Pick Up was obviously a fail. The app somehow slipped in DoorDash and forced me to tip my delivery guy, whatever, times are tough, I tip beforehand. My entire order, after like 15 texts in one day, came from two separate delivery guys, 1 coming out of a weed baked vehicle, and to top it off, second delivery guy only delivered two out of three items- he left out the 11lb kitty food and just said “well this is all they gave me” when clearly on the handwritten paper, it said 3 items to be delivered. I am appalled. No follow up email or correspondence from Petco ever about the item that was never delivered.

Can’t Log In. App used to work fine. It might have been a little laggy sometimes but I never had any real issues with it. At some point in September 2022 I could no longer login to the app. I’d get an error when logging in and repeated attempts would trigger a warning that I’d be locked out of the account if I continued to get it wrong. I use a password manager and I’d just copy and paste so I know there weren’t any typing errors. Over the course of the last week I’ve probably had to change my password 5 times. To make matters worse, the mobile website didn’t seem to work for me either for the first few days. The mobile website is working fine now but I still can’t log in to the app so I’ve given up and deleted it for now. Unfortunately, progress towards the pals rewards Nutrition Perk where you get your 8th bag of pet food free can only be tracked via the app, and as far as I can tell, the coupon for the free bag is also only found within the app. I think you still earn credit towards that reward with normal website purchases, but what good is it if the app doesn’t work?

Lackluster app, disappointing company. I haven’t been a fan of the Petco app for a long time. There have been several times I put in an order on their tediously slow app that has always run significantly slower than any other app I have used only to be told at the end that the app was “undergoing maintenance” or it would just stall out maddeningly and never go through. Then when going into the store and showing them this due to the usual 25% off (sometimes more, sometimes less) for buying online and picking up in store, the poor cashier would have to tediously go through and discount every item in my $200 orders, which I’m unwilling to do to someone. I continued dealing with all this frustration because I really loved Petco’s supposed ideals about truly feeding our pets what is best. Tonight, I received a notification from the Petco app, and instead of the usual “it looks like you haven’t bought treats in a while” etc etc messages, it was just this big advertisement for Science Diet. This food is one of the worst brands they sell, and I cannot stand that they’re sending out advertisements claiming this brand to be the best. I’m deleting the app and shopping elsewhere from now on; it is clear to me Petco is yet another company that views animal’s health as a great capitalistic gimmick. Very disappointing.

Horrible. I couldn’t get anything done. When I search for kitten food, it shows ALL cat food. When I search for wet food - dry food in is in the searches. Click on “pick up in store only” it shows me items that aren’t actually available at my store, even though I’ve checked the box and applied “pick up only”, as wel as sew ring my store location. When I do add items to my cart, I either can’t add, because apparently they’re out of stock, even though it mentions this nowhere. When I tried to check out it told me I had “too many” of the item, I had to keep taking each item off, one by one, and re-enter all my check out info just to be told the same error message “one of the item in your cart is more than we have quantity at store” I did this 14 times with items in my cart, to find out that they were completely out of stock with it all to begin with. WHY even let me add it to my cart to begin with, when you blocked the other items that were out of stock? I eventually got so annoyed with the fact that I had been trying to attempt to check out for going on 20 minutes that I decided it’s not worth the trouble of the app or the store and I will just shop elsewhere. This app is absolutely useless when it comes to searching for specific items, finding in stock items, finding in store items, and trying to complete a sale. Don’t waste your time like I did and go to one of the other competitors.

Good but room for improvement. This makes searching for products and shopping online so easy and convenient. But everything takes so long to load on this app, doesn’t matter what device I use or what WiFi or data service I’m connected to. Also, the app will not reflect my Pals Rewards information. It simultaneously shows my Pals number, but also acts as if I am not signed up for Pals and does not reflect my points or rewards. I have to log on through a web browser to see all this information. I wish there was also an option to select items already in cart for repeat delivery at check out, instead of having to delete the item from the cart and add it back in with that selection. Also, if I want to see in-store availability for a product, it instead just sends me back to the app home page instead of giving me the information I clicked for. Has potential, but still very glitchy and frustrating.

Better than the website but. I added my dog with all of the information on his profile like breed/size, then tried to set up a grooming appointment which requires the same information but the list does not include his breed. It would be nice to be able to upload a copy of his vaccine information. When searching for items for purchase, it would be super helpful to see an out of stock graphic instead of having to click on the item to find out it’s out of stock. It would also be great to see the range of prices if an item has multiple different prices than just the highest price in the search results. It’s too bad that the app does not include Apple Pay as a payment method. I tried to report these things to the app team but the link on the App Store just takes you to the main help page for the website, which does not include app feedback. I made a grooming appointment a few days ago for my short haired small dog in the app. I went into the app today and chose him to make a follow up appointment in a month but the price has increased; I called the groomer and they said that price was for a long-haired dog and expressed frustration with the app. I can create another dog in the app with the same information and it’s the price I paid the other day. I called customer service and after putting me on hold she told me that I could not rely on the prices in the app. 😐

This is the worst app I’ve ever used.. Petco app is supposed to allow me to earn rewards when I make purchases there. On multiple occasions, the items available for selection at local stores state that they are unavailable for purchase only AFTER I have purchased them, and if I have happened to apply my rewards points, those rewards disappear from my account and are never returned to me. So far, I am owed $30 in rewards points returned to me. Additionally, the app stops working 100% of the time when I am within 25 feet of the store. It works just fine everywhere else I go within a 100 mile radius, but it times out and will not show my online purchases when the sales clerk at the store asks for it. This has happened at 5 different stores. Also, every time I have gone in to the store the sales clerk and managers have been unable to pull up my rewards “Pals” account. On two occasions, the sales clerk has had to call customer service on my behalf, and two other times the manager had to comp me the benefits that are supposed to be automatically applied for grooming. For some strange reason, customer service’s response to this was to assign me two accounts, and that has only made things worse. I hate, Hate, HATE this app.

It’s ok, needs improvement. The app is functional, it does what you need it to do in terms of the basics. I.e.keeping your pets profile, keeping track of food and grooming history, This works! However, upon entering the app it’s not automatically opening up to your acct, I wish that would be automatic instead of having to re-enter information (Yes… I’ve tried “Save my login” it doesn’t work…. Secondly, when ordering medication’s the list of vet clinics is small, it doesn’t even have all of its own Petco locations, which is crazy to think about because it’s the Petco app! I needed to re-order medication’s for my dog and the clinic that she goes to and member at with a monthly subscription is not even listed on the app when it’s a Petco Vetco clinic itself! What?? so I ended up having to put the nearest Vetco clinic, hoping that they might just have a general inquiry record because I can’t even enter the information manually. If it doesn’t populate, there’s not even a manual option? Why not…. Makes no sense to me anyway. Lastly, I do think the app might have a few bugs, sometimes the app just freezes and closes on its own or he just keeps on, spinning and spinning when you get a command or a certain function that you tap on. I restarted the phone and Re-downloaded the app with no improvement. It’s kind of a hit or miss sometimes with Petco :( like I said, it’s functional for the basics.

Always “Ruh Roh” Error. This app worked great for the first few months, but then I randomly started getting the “Ruh Roh” error message at checkout. There was no reason for it. It was the same dog food I always ordered, the store confirmed they had it in stock and nothing was wrong with my form of payment. Purely a system glitch. The reason I finally decided to write a review is because this has been going on now for at least 4-5 months now. I’ve called customer support multiple times and they confirmed it was indeed an system problem (app and website) and that it would be fixed by the time I placed my next order of dog food. But it’s still not fixed. Normally, it would be fine, but I’m unable to use the ‘order online and pickup in store coupon’, which is extremely frustrating. I even triple checked that the dog food I purchase is eligible for the automatically-applied coupon, and they confirmed that it is. An unnecessarily aggravating experience.

Needs work on iPhone XS. I was trying to use the app in hopes that it supported Apple Pay, but quickly went back to the web session I had opened after a couple problems with account creation. The first try I opted to go through the journey that sets up your pet, but it locked up on the breed selection view. It was not obvious how to go back, nothing happened when I selected a breed, and there was no visible continue button. I ended up hard closing the app and starting over. It did not prompt me for this info the second time through and I continued to account creation. When asked for a password, I selected to have my phone use a strong password. This did not work. I’m guessing that the iOS generated passwords don’t pass the Petco password rules; but I’m not certain because there was no messaging to tell me what was wrong. There was a warning Icon, but no textual description of the failure on screen and none when you tapped on the icon. I really wanted this to work, though I still don’t know if it would have supported Apple Pay. Hopefully this gets sorted out soon. I’ll try again sometime in the future. For now, I’ll stick with the web.

Good but WHY ALWAYS so many questions. App is good but needs work Every time I open the app I am forced to answer the same questions about my pets. It’s annoying and I do t understand why this continues to happen? I’m a vital care subscriber so I have answered these questions many many many times. Petco is a scam for online ordering, not the apps fault, just the greedy corporate way of doing things, let me quickly explain. SoPhresh Litter, purchase in app/online $60 for 30lbs they offer discounts for in store pickup or repeat delivery. Costed me about $50 for in store pickup. While at the store I walked the aisle and found the same exact $60 litter on the shelf listed for $44. Why the $16 difference? Why the $10 discount ($60-$10=$50). If you need to charge people because it costs money to ship, add a shipping cost, don’t change the price of the product online, it feels like a scam… especially for those of us that don’t even have the products shipped, we just pay you more because what someone walked the item across the store floor to the register? Anyway, fix the app so it doesn’t keep asking me the same questions about my pets. Have 1 price for items and charge people for the services separately. If I know it’s costing me $16 more to use the app maybe I’ll just walk in and get the items myself…. Oh wait I do, and you guys only charge me about $4 to do that work, every month… it adds up.

Can’t log in…. Update 2: Thank you for the timely reply but now I get some kinda box saying your website is offline. So I can’t even log in on your website! I do have a screenshot of the offline box but I can’t even get to customer support. I’m getting worried that my personal info could be jeopardized at this point. I’d like to actually delete my account at this point and not use any part of your rewards program but like I said earlier, I can’t even get to your customer support due to your site being “offline”! SMH… Update: Welp…just tried to log in again and the Unknown Error box popped up again so I couldn’t even log in. Gotta say, you guys need to find a reliable source to fix your app. Never got a chance to log in once since downloading this. So I won’t be using your app at all. Just taking up space at this point. Good luck with your app. Just signed up for the rewards program at my local store and I can’t even log into your app. Not a good start…smh. If this is going to be the case then what’s the use of having this on my phone taking up space. Giving the app a week and if I can’t use it then this app is gone from my phone. Hope you guys read the comments…

App is being upgraded in middle of order. Not the first time that this has happened. Also last night of 40percent off any bag of pet food promotion. ( high demand)Many items out of stock or not available at one or other store,just not an easy or intuitive system for look ups, changing to the store that has the majority of desired product etc. Almost too many options of pick ups , delivery, repeat delivery or change repeat delivery or one store to another inventory check. Large amount of time spent looking for something that ultimately would be unavailable. Then the app upgrade put everything on hold. Nice cost incentives to order online but overall driving to a store,choosing the items and then bringing the products to the cashier paying and leaving takes less time!

Ruh-oh. I don’t want to say this app is the worst but it’s becoming very useless. If I want to check on my repeat delivery I get the “ruh-oh! Something went wrong” message. Same when I want to look at food, litter or car stickers. With 7 cats we get repeat delivery every two weeks and sometimes we need it more frequently so we change it to “ship now” With the app it’s NOT possible when I can’t even open my orders. If I want to add something to my repeat delivery it gives me an option to add it to one that we have set for every 6 months instead of this that should arrive every two weeks. I don’t know if this is related to the app but our repeat delivery was scheduled for 5/4. Today is 5/10 and the order is “ready to go” and this is not the first time it happened. When we needed a prescription food for one of our cat it was “ready to go” for over a week. After contacting their customer service they replaced the order. This new order never arrived and after contacting them again they said that it’s out of stock. But nowhere in the app we could see that our order is delayed because of this issue. I like Petco’s Pals Reward program and they used to send us a coupon for their birthday but that’s not happening anymore. With 7 cats we do need a reliable pet store and unfortunately Petco is not one of them anymore. Their customer service is good with some very nice employees but I can’t contact them every month about something. If I order something I expect it to be delivered.

Some Suggestions. Happy to see this app continuing to evolve. I still think creating the pet family isn’t user friendly. When I select the grooming service, the drop down menu prompts me to select my dog. One of my dog’s name appears twice and there’s no option to edit/delete. It doesn’t seem tied into the dog/cat family feature (although it seems that it should). Ability to make an appointment for multiple pets in one session would be ideal rather than getting a message that states I have to call the local store to book an appointment for multiple pets. Ability to select more grooming options like just nail trim and buffer. Currently the app requires the user to also get a bath. One can call the store (or just walk in) for a nail trim but that option as a stand alone service doesn’t exist in the app. Also would like to see improved filter capabilities. User should be able to select a category and then filter further to see items in that category available at a user-defined store/location. As it works now, the user can select to filter by availability and choose “in store” and that seems to be an option of “generally being available in Petco stores” because I found that it would show it was not available at my local store even though I filtered to in store via the availability filter.

Great in theory, glitches a lot on my phone. I don’t know, but it doesn’t let me access it a lot of times and doesn’t seem very easy to navigate at times. I have to resort to going online and signing into the website because it does weird things where I’ll get stuck on a page with no options to get out (doesn’t go out of page even if I close the app in background and re-open). And here recently, it won’t even let me log in. Keeps giving me an expired session error that says to log back in under the tab, but there’s no tab option for me to click on and it stays on the error screen. And when I click ‘okay’ it simply reloads the error time after time instead of taking me to screen where it has any tabs or options. Annoying for someone wanting the ease of purchasing and scheduling dog grooming appointments directly from the app on their phone to keep everything in the same easy location. For reference, I have Apple iPhone 8 with the latest iOS update.

The app doesn’t work with your phone number. It seems like the app + phone number at store + website don’t work off of the same systems. I activated perks more than 10 bags of food ago and have yet to receive the free bag. The workers at the retail store had not a a clue about the app, then I was signed onto the browser, the clerk said my rewards were only through the app. So I opened the app and was no longer signed in, after going through the password reset flow, I could only sign into the browser not the app. Also not helpful I’m the password reset flow, pop up’s keep interrupting the input fields. The retail, web app experience are a disaster. Maybe your product teams should care less about their lines of business and more about the customer experience. I’m moving onto Chewy after giving you many more chances than I had the patience for…

App won’t work. It’s been a whole week since i updated the app to the recent version and haven’t been able to use it I just updated it again and it still doesn’t allow me to use the app it was working fine before I decided to update it last week when the new update released now every time I open the app it malfunctions it starts up and it shows find products faster and i click on next and it doesn’t go through it literally stuck on that screen no matter how many times I click it it just stuck there I deleted the app and re downloaded it a bunch of times to see if anything would change and nothing I haven’t been able to buy the products that I need since I use the app to see the availability of the products I need from different stores instead of just wasting gas going all over town to see if certain stores have what I need the app made it easier for me to order and go to my selected store close to me making it easy instead of going back and forward to different locations I also have pals rewards I haven’t been able to redeem due to the app not working right

😬😬😬. I put a rush on my order so I could get my house set up in time for my dog’s adoption. Got an email the next day saying that my stuff would be showing up on Friday. Adoption is on Tuesday. I checked multiple times to make sure I chose next day delivery on the app. Also, the app does not make it very easy to change your items from delivery to in-store pick up. In fact, none of the items I chose to pick up in store actually made it there. Everything went in the box that was being delivered four days late. It took 30 minutes of holding to get on the phone with a person in customer service. I ended up having to re-order everything a second time in order to get it in time for my dog to come home. The person I was on the phone with said she was adding multiple coupons to my account In exchange for the inconvenience, but those haven’t shown up yet. Also, the digital inventory does not match the actual inventory of a store. I was collecting barcodes at my location to create my shopping list, and it would tell me that the item wasn’t available in the store, even though I was looking at that item. In the store. So I can foresee that making pick up orders super inconvenient. Overall, this app has caused me to be pretty stressed out for most of my day. Hasn't been super kind to my bank account today either.

Same day delivery didn’t happened. My puppy was not eating his food & since were in another snow storm I order thru the app because it said SAME DAY DELIVERY. I put dry food and teething bones. I checked on my order to see if I can track it and it said that the dry food was cancelled when I didn’t remove anything. I called the customer service number. And the girl who was speaking to me told me that they didn’t have the dry food and that’s why it was cancelled. I told her then whoever is in charge of putting updates in the app should say on the item that is not available that way the guest that are shopping don’t get upset with the poor information given in the application. She told me the dry food was going to arrive in 5 days. I told her if you had a baby and you was short and there was a snow storm i believe you wouldn’t want to step a foot out to make sure your baby doesn’t get sick but mainly I’m pretty sure that is common sense that your baby has a eating schedule and obviously you have to feed your child. I told her I have a puppy that had to be fed and this app obviously is handled who knows by who in a outdated information they provide isn’t accurate. I already deleted this app and I phoned and text everyone I know not to shop on this site because is just not the best. This application is just NOT THE PLACE WHERE YOU WANT TO SHOP FOR YOUR PET.

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Little frustrated. Recently I moved and got notification there was a problem with my payment for my repeat delivery? I called Petco to get it straightened out with my new address and not only received my original repeat offer but another single order. Ok I have plenty of food for awhile and went into the website to fix the duplicate order. Then I received another email saying there is a problem with my payment (again plenty of money in the account). I called again and they said I would need another payment type. Nope that’s not working for me. She sent me through to an automated system to enter my payment info again. In frustration I hung up to deal with it later and then received a cancellation email? Good news I got a 20% off coupon to return for repeat delivery. I’m giving it one more try to see if this gets straightened out otherwise I will go through Petsmart

Both Website and App are “clunky”. I like Petco the store. I really like the people who work there. The company does a great job of hiring the right type of people. Friendly animal lovers who always go out of their way to help the customer. BUT the PETCO Website is painful to use, as in P-A-I-N-F-U-L PAINFUL. So many times in the past I just clicked away because it was too time consuming and irritable to use. You know how most websites try to be “sticky?” Well Petco’s website tries to be “teflon.” The only reason I stuck with it this time and kept redoing my order till it finally took, was because I really needed to stock up on their one particular small dog sweater that actually keeps my little chihuahua warm. But seriously Petco, you are a national store, with customer loyalty!!!, why are you allowing your website to be this bad???? Please fix it and you will have customers who buy more frequently.

Stella the GSD. I love the Petco app. It’s totally convenient in always having a good supply of food and toys in the house. A quick on line order and my merchandise is usually here within two days, otherwise it was a 20 mile drive to my nearest Petco store. What a time and energy saver. I think the prices are very reasonable, certainly better than local pet stores in town. The Pet rewards are also a great saving addition. Lastly, the online site is quick and easy to navigate. I appreciate having the package tracking info and delivery notification option so that my delivery is not sitting on my front stairs for an extended period of time.

App needs fixed. When I type anything to search, it never brings up a result. Type in a brand of cat food, and the app just blinks. Type in a brand of sand for my fish tank, the app just blinks. So I left the search feature and went right to the fish section. Tapped on sand/gravel. Took me to a blank page. No error messages just a blank space. Went to the cat section, tapped on litter, same result. Nothing is there. One thing that DOES work is the barcode scanner. So, other than scanning the barcode, what’s the point of this app?? I went to the App Store to see if it needed an update, nope. So what’s going on?!?! There’s no way to contact support. Tapping on “contact support” just brings you to the FAQ for Petco on their webpage, but I didn’t see anything about app support. Why couldn’t “contact support” end up being a way to send an email to support? Sigh.

Currently useless. I’m not sure what went wrong and where but now the app completely goes blank when trying make grooming appointments. I’ve used the app previously for this purpose and it worked fine. I also tried to complete the same task via a webpage on my laptop and it does the exact same thing. I’ve tried with wifi and without and used other devices available to me. At this point, it seems to be a site wide issue. Not sure if anything can be done via this app developer unless they also handle the website. This is horrible because as you know, the in-store groomers are usually extremely busy and trying to find time to also answer the phones becomes an Olympic sport! So being able to make an appointment without talking to someone or disturbing those lovely folks we entrust with our fur babies would be great!

Glitchy all the time. I’ll start keeping a log of every glitch from now and posting it here but I encounter issues every time I log in. Today, it logged me out and when I try to enter my password it loads then erases the password. I’ve hard reset the app and it didn’t fix it. I had to delete and redownload the app. I had to do the captcha thing over 15 times and it still locked me out. It said my password “expired” so no I have to think of and remember yeet another password. On 9/8/22 I had a coupon that would unlock today for the free groom on the punch card and when I went to use the coupon it was expired. When I clicked the punch it had todays date. So the punch was marked as expired as soon as the punch was made. Yet another issue I’ve had with this app. The fact it has an almost 5 star review is astounding. Why would the free groom coupon expire the same day it was given?!

Functionality stinks. The filters do not work at all. Some filters you can't even select (food flavor) but even if you do manage to select a filter, the list remains the same number of items - nothing gets filtered out. The box to tick to pick up at your local store? It also doesn't work. If you tick that box, it should show a list of what is in stock (and therefore available for pick up) at that store. But nope - you can tick that box to your hearts content, you select something on that list, scroll down and it says "not in stock". Also good luck scrolling down that unfiltered list of items - it just hiccups and won't let you scroll. Sort by price low to high? Nope - top of the list was $36... not the $2 single cans. It shouldn't be this hard, guys.

Payments. This app for Petco first of all was very hard to download and kept saying later later later. Then when it came to paying ,I wanted to change credit cards and it would not take accept anything new I had tried three that have zero balance and I was forced to use what I had on default. I did not want to use that card but I had to get this puppy food, because my puppy is coming in 4 days I ordered it 5 days ago and never came even though I paid extra shipping so I’m a little upset with Petco right now . I was forced to buy the same item again and for the second time pay for one day shipping because my dog will be here in four days. Very unsatisfied customer right now.

Awful customer support. iOS app and website do not specify that prescription orders require vet’s email address. App and website requires vet’s phone number. Meaning business number. My order has been in limbo for eight days according to three Petco customer service agents because I did not provide the email address to Petco when I placed the order. According to their customer service agent, Petco does not have a technical support team for me to address this discrepancy so I was forced to do so this way. Eight days later, one of the items ordered was cancelled for no reason and I will have to wait ten additional business days to receive my original order after Petco’s pharmacy receives approval once more from my vet. Update. Fourteen days after I placed my order, I had to go to the store during this pandemic to buy food since I ran out of food waiting for my delivery. The manager informs me Petco does not carry prescription food or meds since they do not have a vet on staff. What?! The manager suggested I go to another pet store. I’m a cancer patient and should not be out in the first place. I had no choice but to give my cat food I had. Food that causes allergies. My order finally arrived seventeen days after I placed the order and I was still charged for the order they cancelled for no reason.

Failure to notify changes. Up until today, we reliably got things the same day of shipping because of the use of doordash. This led us to using the petco app for all of our food deliveries with their recurring order setup. This time, I requested the next shipment be moved up a day and it was accepted. Then today, the day after the new order date, I check to see when it might arrive, since it didn’t arrive yesterday, and THAT is how I find out the shipment was sent via UPS a day late and will arrive two days after the original shipment date estimated. Now I have to drive across town to buy a bag of food to last 4 days. What am I paying for with shipping here? Is it same day door dash or 3 day UPS? make it clear, and definitely don’t switch without notifying me.

Not a Good User App Experience. PayPal Integration doesn’t work very well (read: at all), repeat delivery orders with “free shipping” still charge almost $6 for shipping when you check out. These are issues I’ve had multiple times over several months. It is so difficult to checkout that I just give up! You’re losing money with your extremely poor user experience, Petco. Even when I went to put in my credit card, it said the number was wrong (I triple checked and re-entered twice). Also, the inventory doesn’t match the store at all. I purchased a litter box and matching hood for curbside pickup, and the associate tried to give me an XL top for a large box. Luckily I paid attention, and then she informed me that there are no large tops in stock. I could have saved time and just gone to another location. This has happened to me once before about a year ago, and I thought that for sure it would be fixed by now. For such a large company, you need to invest a little more into your development.

Good idea but poor execution. The app at first glance is pretty cool, but unfortunately despite being linked to my phone number nothing updates in the app. I have purchased several bags of food and done several grooming appointments always typing in my phone number when I check out, but none of it shows up in the petco app. The rewards don’t add up. Nothing. I even use the petco vet and have purchased my last 2x 6 month supplies of simparica trio through petco, yet none of this registers in my petco app. Kinda defeats the purpose of the app if it’s not going to record all of these purchases towards the rewards in the app. All I get is notifications that my dog needs food and flea/tick prevention…. Even though I have already purchased these items from petco…

App always has bugs.. This app always has issues. Slow at loading as well. Every now and then it feels like the app freezes. Now it’s given me an error message when I first open the app. I cannot even click the menu because of the error message. Because if the error message it has frozen the entire app. No button response. Can’t even press “ok” to the error message. When you use the scan barcode option it never works. I have to search it manually myself and most of the time cannot find the product. Another thing I do is put in the sku number but nope doesn’t search up the product either. Not to mention they took away the scheduling appointments for grooming but the option to try to schedule one is still there. So when you click in it freezes the app and gives you a message sorry we don’t do grooming scheduling online anymore. 🫠 overall hate this app.

Love petco. The people at the Petco store in Simpsonville South Carolina are awesome from cashier to manager to grooming. They really care it make you feel like family not just customers and customer service when you call in to order is all so awesome. I had a coupon that had expired because I was too sick to go to the store and use it so they credit me the amount online to use it, thank you so much because sometimes people with disabilities can’t get out to go use coupons in the store. Specially, if they don’t drive ago I drive over 45 minutes to get to a Petco store when Petsmart is about 20 minutes away that should tell you something.

Repeat Delivery misery. Ever since I installed this app, I have not once been able to get the repeat delivery section to work correctly. Single orders seem to work, but I’ve had the same repeat delivery going for years for my cat, and every time I tap on it in the app, it says I don’t have repeat delivery set up. Then, it will somehow show it, but only one of the items!! This section also doesn’t seem to work in a mobile web browser (Chrome) correctly— when I try to add an item to my repeat Delivery, the button flashes but does absolutely nothing. The only way to get it working is to go to a computer and do it. It has been like this for as long as I can remember. Incredibly frustrating..if I can’t get repeat delivery to work, there’s no reason to install the app.

Updated app? Still bugging out. So it’s been about 3 days since I updated the app and since have been trying to place an order for pickup. There’s problems with not accurately reflecting stock, discounts not applying, and the app freezing when you go to check out. First, the app tells me his food isn't available at that store, so I change flavors, no problem. Then I go to my cart, my vital care 10% discount is supposed to apply automatically and isn’t. Then I go to checkout to see if it applies at the end and the app froze. So now I’m in the store and see that the stock is so inaccurately reflected on the app. I am on the phone with customer service and she can’t even get my vital care discount to apply and gets an error message when going to checkout. The only 5/5 experience I had today was the one woman through vital care customer service.

I love the Petco app… when it works. I’ve used this app on multiple devices and no matter what it is the same thing. It is painfully slow, if I scroll the entire app stops working while it loads I can tap on something and wait a minute and it won’t load until I tap it again, and then it loads the next screen 6 times over and over again. This has been happening for months but it’s gotten to the point where it is hardly usable. I’m sure there is some kind of bug or update needed but over all the user interface feels like it is laggy, slow and it doesn’t give any sort of feedback if you’ve tapped something before it loads in a loop I really hope this gets addressed because I love Petco and the app but something is going on

Mostly decent app. I find that the app is mostly ok with a few exceptions. It is very glitchy a lot of times and freezes a lot , especially when I am trying to save something in my cart for later or removing it or even just trying to review items in my cart(scrolling down)… As mentioned by another reviewer, the ability to filter fave pet foods would be very useful/ helpful/ time-saving. When I first open the app, it is slow to start/ is a white page for a bit, then it’s ok for a while but if you try to do too much, the app can’t keep up(goes very slow and the screen turns white and usually stops and closes the app itself/ crashes/ freezes, sending me to my regular my phone screen) other than the things fore-mentioned, it’s a decent app, it just need some fixes and then it’ll be a great app.

Keeps logging me out. Not only does the app log me out in between sessions, but it makes me go through a bunch of unnecessary questions before getting to the login screen. This has been going on for months… do better Petco. Also, the store pickup stock is rarely accurate. I’ll open an item and see a nearby store in the list that has it in stock, but when I select the store and the app returns to the product page, it’s not really available to order. Other times, it will be available and I place the order, but I get an email saying that the item was cancelled because it wasn’t in stock. And the app will continue to say the item is in stock. So then I need to call customer support to cancel the order because some of the items have already been prepared at the store. And then try all over again a few days later 🤦‍♀️

Wth. Seriously buggy and Jankey. Never saves my info, had to create a brand new account and redo all my shipping and payment info just to get a delivery today. It seems likes there’s an update for the app every week, and every time it updates it tells me that my email address associated with the account doesn’t exist. Really? Like the bajillion orders I placed with you guys never happened? All the money I gave you wasn’t real? I’m tired of having the most difficult part of owning a dog being a jacked up P.O.S. app that won’t allow me to order things for them. I’ve been using Petco for years, but the app is enough for me to want to switch to a different pet supply store just in itself. Fix it or I’m out.

App needs more Input options. Since Petco has positioned itself as a one-stop-shop for pet’s Whole Health: This app could be a great place to keep all the info on my dog. For instance, if I could input the vaccinations she receives, then the app could trigger a reminder when expiration is near. I’d also like to be able to type in her microchip & license information, so if something happens and we’re not near home (where the paperwork lives) I would have her info at my finger tips. Plus, if I could input dental & other treats (that you do not sell) would be nice. That could also be a beneficial tracker for Petco… if enough dog owners use a particular dental chew, then Petco should consider carrying it.

Mostly fine.. I don’t have much issues with the app, sometimes laggy but not that bad personally. I don’t use it for ordering, but I’ll use it for searching info before going to the store and buying things. My one constant issue, even after deleting and reinstalling the app, is that the notifications on the “home” page never go away even after checking them. I’ve gone to my messages and cleared those out, still doesn’t change. I’ve logged out and logged back in, I think I’ve exhausted all options. Again, not a HUGE deal, but it’s just super annoying that the notifications just won’t go away no matter what I do.

Don’t bother with app use online. I’ve shopped at petco since getting my dog when I was 17. I normally used my parents account but I created my own since they don’t shop at petco regularly anymore. The store informed me about the app so I decided to try it. The first time I logged in it made me change my password. That was no issue for me as it’s a security reason. However less then 2 weeks later I’m signed back out and have to reset my password online. Both the app and online said my password was incorrect so I reset it. After I reset it a second time online let’s me sign in but the app still says it’s invalid. I’ve heard this complaint about the app from petco’s own employees. Even their employees hate the app and don’t use it. At this point online is so much easier and less stress. I will stick to online over the app at this point and time.

Never stay signed in!. I hardly write reviews, but this one I must. I love the app BUT it NEVER keeps me signed in. Every dang time I go to check an order or add rewards or schedule a grooming session - it goes through the entire set up process. YES I want notifications. YES you already know what animals I have. Then the log in screen. Then FINALLY I can do what I came to do. And when I’m at my local store I also have to log on to the Wi-Fi to use it as the cell service is non existent. It is a pain to need to navigate the app while in the store when I have to skip through all the set up every time I open it. I do not understand why there isn’t a “remember me” option that works. Fix this and I’m a 5⭐️ happy customer.

Edit: Update 7.12.2 fixed the problem. Edit: After update, Captcha photos weren’t grainy. App finally accepted my userID and password and I was able to log in. Running version 7.12.1. I type in my userID and password, then have to do a stupid Captcha (🤬) with car photos, but the initial photos are so grainy it’s hard to tell what’s in them. Then it tells me my userID or password are incorrect. A day or 2 ago the website told me my password had expired, so as instructed I reset it and made up a new one. I just checked; the new one is working on the website, so am using the right password. Please fix your app!

Inaccessible. I have a visual impairment and am using a screen reading software to access this app. It has taken me 2 days to place an order for my dog’s food. I’m not a fan of this app update. In the curve side pickup form fields, there’s a place where I have to describe what car I’ll be in, my screen reader couldn’t access them at all and they are required to place my order. After an hour of trying, I had to ask to ask my roommate to help me fill them. I’ve been using this app to order my service dog’s food for 11 years and it’s had barely accessible to place orders and book her grooming appointments. Now its not. Even no, writing this review, this form keeps losing focus. You can do better. I love your company but can’t stand using your app. PLEASE make your app completely accessible to blind customers with screen readers as other retailers do. I want my orders to take 5 min to place instead of hours.

Extremely Irritated. This app is incredibly frustrating. I go in to edit my address and it gives an error message saying “ruh oh something went wrong”, or something like that. I thought ok well maybe it just won’t let me do it and I have to call. Then I tried updating my pet profiles, add pictures, etc. The same error comes up. Lastly, it shows that I have a bunch of notifications. I was able to get to most of them but it still shows 2. I cannot find what they are or what is needed from me. This part might be me doing something wrong, but I have no idea because it doesn’t show up in the notification section, which call me crazy but they should all show up there (in my opinion).

Nice concept, falls short. Clerks in my local store have told me about the ability to purchase online and pickup in store. I thought this would be very convenient so downloaded the app and tried to make a purchase. Even when filtering to only show items I can pick up in store, the option is unavailable. I called customer service who first tried telling me the item could only be shipped, then wanted me to log out of my account and try as a guest. The app essentially stopped doing anything when I tried to log out. Next customer service wanted me to go theory the website. The website gave me the option to pickup in store on the same item that lacked the option in the app. Next step was to enter payment information, which looked good until it became apparent that there was no way to make a purchase without Petco saving my card information. No thanks!! Customer service suggested I get around this issue by going to the store and buying a gift card, then I could use it to make online purchases. That completely defeats the purpose of ordering online for pickup. Fix the app so I can pickup in store and add the ability to use Apple pay. Then I'd be happy to try the app again.

App is lagging/glitching/not loading properly. I’m trying to put together an online order and no matter what tabs I click on, it always takes me to a blank screen with a box saying “Unknown Error: request failed.” I thought maybe the app needed to be updated in my phone but there are no new updates for either my phone software or the App itself. I’ve tried refreshing the app and restarting, nothing works. I’m about ready to shop elsewhere because this isn’t the first time this app has given me issues. It’s really discouraging because some of the prices on the petco app can’t be beat, but I’d rather spend a few more bucks at a different online store than waste my time trying to get the app to work. Search bar doesn’t work. Clicking on products doesn’t work. It always takes me back to the same blank screen due to unknown errors.

Online Order to Pick-Up In Store. I needed help to purchase several expensive items for pets. From the time I walked in to the Pearl City Petco, Jessica was welcoming and offered help. She had to go on the cash register, so Lorna went the extra-mile to assist me in using my “App” for searching and online purchasing. I was having some “minor” difficulties, (and as Lorna was late to her lunch, due to helping me,) Leonard was instrumental in explaining the functions and benefits of using my “App” and also purchasing online. He helped me to complete (and understand) installing and the ways I can best use my “App.” This team at Petco Pearl City definitely earned and deserve their 5 Star Rating!

The app is somehow just as bad as their website [for mobile] is. I’ve hit ‘resume’ on my repeat delivery 4 times and had it ask me if I wanted to place the order today or on the next date it would have been and then it says it’s loading and then it just goes back to the page saying my delivery is still paused. This is not the first time something like this has happened, and it’s actually one of the MANY times I’ve had difficulties with setting up my repeat deliveries which results in me just never getting the things I need. I try to use the website instead and it’s just not mobile-user friendly whatsoever either, and I am not even able to access the repeat delivery part of my account. The app and the website are absolutely more time consuming than me just getting in the car and going there.

Good enough. Ordering the products I’m looking for is fairly painless. The reason I didn’t give it 5stars was because it is difficult to do comparison shopping. For instance, I want to compare the ingredients on canned cat food. I also am looking for price comparison vs ingredients. It is difficult to navigate with keywords. I had to start over several times to get the comparison done to select my products. To be fair, I’m also the person that takes an hour in the store to compare prices/ingredients/sales. I like to overlap the food if I decide to change the food, but really I’m just trying to get something that won’t have me financially questioning the whole cat food situation all together, but that is healthy for my dear ones.

Difficult to Use. It works. Every time I start it up it asks me what pets I have, even when it already knows. The server seems to be slow and it takes forever to view a new page. The organization of the app is confusing and searching is hard. I had to use the filters to narrow down my parameters until I found the items I want because searching by name of product produced so many unrelated/slightly wrong results. For example, searching “Wellness Kitten” did not offer wellness brand kitten food at the top, but rather made me wade through endless products for cat care and wellness, which is just bad prioritizing of search results. Ultimately, I was able to purchase what I was looking for with same day delivery, it was just so agonizing to get there. I imagine this app will be very difficult for non-techsavy users.

The stores are great but the app isn’t. I’ve never had a problem with the stores themselves but the app has a lot of issues. For example, if I search for something like “Merrick Dog Food” and try to apply the filter for “dry dog food” it pulls up all of Petco’s dog food brands instead of one with only Merrick like my search specified. Also, I can’t switch it to things like “low to high” for price. I can navigate to the option but when I click it, nothing happens and I know it didn’t change the order because the price points stay staggering instead of having the lowest price on top. I wish there was better ways of reporting app issues instead of a bad review but I literally can’t find anywhere for app reporting on the app itself or their website :/

Every time I open this app I want to throw my phone across the room. It crashes constantly, stops loading items in continuous scroll, filters only work 1/2 the time, it often clears my cart but then everything reappears a moment later, I’ll place and order and get an error of “ruh-ro try again later” and cart clears, all the while the order goes though and I only know because I check my bank statement and the order tab - which is SHADY. It’s seriously so frustrating, also the constant enter pet information on home is annoying, let me choose to do that or add a menu item for it in the main navigation if it’s so important. Instead I would rather see recently purchased, deals that pertain to what I regularly buy, maybe rewards available larger and order status (it’s there buy easily missed). I often switch to mobile web cuz the app leaves me beyond frustrated.

Always “Ruh Roh” Error. This app worked great for the first few months, but then I randomly started getting the “Ruh Roh” error message at checkout. There was no reason for it. It was the same dog food I always ordered, the store confirmed they had it in stock and nothing was wrong with my form of payment. Purely a system glitch. The reason I finally decided to write a review is because this has been going on now for at least 4-5 months now. I’ve called customer support multiple times and they confirmed it was indeed an system problem (app and website) and that it would be fixed by the time I placed my next order of dog food. But it’s still not fixed. Normally, it would be fine, but I’m unable to use the ‘order online and pickup in store coupon’, which is extremely frustrating. I even triple checked that the dog food I purchase is eligible for the automatically-applied coupon, and they confirmed that it is. An unnecessarily aggravating experience.

Worst experience opening a credit card. I was going to order terrariums ($1000 worth) from their website but saw I can get 20% off if I signed up for a card so I went into the store and was approved but they didn’t know how to print out a temporary copy so I had to wait two weeks to get my card. I called to get my card info but they wouldn’t give it over the phone. I spent 4 hours on the phone to make sure that there was going to be a 20% coupon, they said there would be after two days and 9 call transfers. I get the card 2 weeks later and no 20% off coupon. I called again and got the run around again with no answers. During the 2 weeks of waiting for what I wanted to purchase the items were now marked up 20%. So I opened a credit and did a soft pull on my credit for no reason.

Some issues. The app is really slow and crashes a lot. I will be in the shopping section and it can't handle filtering results so it crashes. I no longer use the app for shopping, I just use chrome and do it through the browser. Additionally, it nearly never allows me to "load" rewards. Which is a weird business plan anyway--most companies load them for you lol. So when I'm at the store trying to check out, I end up not being able to use my rewards because no matter how many times I click "load" it never loads. Also, one of my dogs died. I have tried to delete him off my profile via the app, the web browser, and calling customer service. None have worked. You'd think a pet care brand would be more sensitive haha.

Major problems with the Spa Club. Signed up for the Spa Club and Petco will not honor the membership and give me 2 stamps for grooming from appts in February 13th, 2022. I have 2 xl dogs that go every month for baths only, still costing $89 per dog which I’m fine paying as I receive excellent service from the grooming staff at the Vancouver, Wa Choklav location and I am trying to save money like anybody and thought the Spa Club would great to have a free bath here and there. Numerous calls to customer service. Very nice staff, but get different answers each time. Told I need to make grooming appts on the app, but there is a software glitch and you cannot book 2 grooming appts back to back. Faxed documents to support my issue multiple time to the Corporate Office and NOBODY responds. Terrible, terrible service. Fix your app or don’t offer the program. I would still appreciate a call or email back. I should be getting 2 credits towards a free bath for the month of February.

Meh. Wish it was better. I spent hours to decide on a company I wanted to start ordering from online. Petco seemed to be a great balance of prices, products, and availability. My first order was lost somehow and never showed up. They did replace it promptly though which was good. Things happen. I then placed another order on May 2 and just got one item yesterday. Then another item today. Two items are missing and tracking shows everything delivered. What a mess. A bigger mess- the packaging- just opened a box and they literally packed a 35 lb container of litter on top of 2 little boxes of litter deodorizer. Half the powder is all over the inside of the shipping box. Shipping is absolutely insanely the slowest I have ever seen. If you are low on something you better give them at least two weeks to deliver. I’m going to have to find another store.

Grooming Dublin Store. After being a loyal customer for almost 5 years going in every three weeks for my dogs bath I was told we were no longer welcome to make appointments for her bath but we could do walk ins only All because my baby was having a hard time standing that day and some other groomer stuck her nose where it didn’t belong and her manager agreed but never told me to my face but made the groomer tell me The manager never asked me if she was ok or even asked me what’s going on with your fur baby in fact when I went to pay the manager quickly went to the back of the store to avoid speaking with me Just so you (Petco) know my baby has surgery a few weeks back and has severe arthritis in her spine so she has bad days and this was all new to us I spoke to the groomer and they were fine with it My problem is that your managers did not want to speak with me didn’t even take the time to ask me the condition of my baby all your workers in this store knows who I am I’m a nice guy who loves his baby But all is good you don’t want my business. I’ve reached out twice to your company via phone and email but no reply no worries I have LOTS of friends with pets that use to shop at this store but now guess what Wayne This used to be my go to store and I live in the next town over just cuz I like this store

Worst App Ever. I’ve been trying to set up my pet to order meds for her. It took me 3 1/2 hours! I got a message to make a correction but it didn’t tell me what. Well apparent I’m not allowed to give 2 names to my dog. It finally took it with no separation between her 2 names. The app says I can choose same day delivery, but when I put in the order, another box opened to “ship expedited.” I also got messages about her breed. Well, she’s a miniature poodle, 20lbs. But it wouldn’t accept that. I had to put in “standard “ poodle, which she is not. The system wouldn’t sort locations by state. I put in “Florida” but got all states. Last, ordering her meds also requires a donation. That’s not ethical. I’m a very charitable person, but I hate being told to whom and how much to donate. I hope your Locations and Clinics are run much better than your APP!

The Worst Shopping App. Every time I use this app, something goes wrong and I have to call customer service to correct it. I ignored the irritation because I was able to resolve it quickly the first few times, but this current issue absurd. I have been trying place an order for two bags of litter and one bag of cat food for two weeks and it keeps glitching! First it kept logging me out whenever I tried to checkout, then it charged me without placing an order (customer service refunded me but I still haven’t been able to order the products I wanted), and now it won’t allow me to apply my Pal rewards to the order! What good are all the reward and discount programs if I can’t access them due to the app malfunctioning? I’m so disappointed. The VitalCare program is overall great but I’m considering canceling due to the app experience alone.

So convenient and helpful during this pandemic. I love the Petco App and it has been so convenient for me as someone with an immunodeficiency who is still isolated due to the pandemic. I am still able to make sure my pups have everything they need and get it delivered quickly. Both of our dogs have had surgery in the last few months and I was able to order their special food and get them on diets to help them heal with a simple order. We also foster dogs so this app has been crucial in helping us get much needed supplies for each new foster without my needing to chance exposure. I’m not sure how we would have survived the pandemic without the convenience and quick delivery Petco provides.

Buggy App. The app constantly has a notification badge on the Home Screen. I cannot figure out why and I’ve deleted the app and downloaded it again. When searching for food it only allows you to use one filter. So, I have to go through all the Royal Canin wet foods before I get to the adult formula I actually want. Sometimes when I’m scrolling through the foods the app will freeze and stop scrolling. Inventory tracking problems too: at least 50% of the time when ordering for in store pickup part of my order is out of stock. This almost always costs me my extra 15% extra for ordering $50+ for in store pickup. Also, I shouldn’t have to “load” rewards to my account. I earned the reward, stop adding this inconvenient and unnecessary extra step. Bottom line: the extra care premium bonuses are nice but the app and store experience negate this.

Annoying. It always has a notification on it. No matter what I do its always on. I open the app and there is nothing, I completely close and it's still there. Restart my phone even and it's still there. Additionally it will not let me remove a previous pet. It let me remove a duplicate that was entered at some point but not my pup that's no longer with us. I don't want to call customer service to have her removed, I just want to stop seeing her ever time I open the app! It's painful, I don't want to call customer service and talk about it which is what the app says to do when I try to remove her. There are no outstanding appointments or anything else attached to her. It's all just very annoying and I might delete and just got back to calling to schedule grooming instead of using the app.

Reward Points. It’s ok but I am finding it to be more frustrating to have it than to not have it. The app is randomly signing me out all the time which is annoying and my reward points are rarely accurate. Sometimes it takes weeks for the app to reflect my true points and sometimes they never show them at all so I have to save all my receipts and call Petco app and ask them to please update my points. Also this is the only app I have in my phone that keeps no history of my in store purchases only the online ones. My other apps like Target, Kroger etc have both so you always have a full history of your purchases. 3 stars might be generous at this point. If anyone has suggestions on how to make this app work better please let me know

Buggy and Needs updating. The app has a difficult time showing my rewards or even my dogs profiles. I can see that I have a reward accumulated under the account page, however once I click to view my pals reward to redeem them it shows none available; The rewards show ‘0 to your next $5 reward’ and under says No Rewards Available. Also under the account page, it shows that I have added my pets to my profile. However, once I click the Home page it doesn’t show any of my pets under ‘Your dog family’. The entire home page is not populating properly with any of my information under Membership as well. The app is a bit bugged. Could use regular updating so that it would be more convenient and usable.

Needs improvement - hard to search or filter. App is useful for price matching in store or ordering ahead of time but when trying to search for a specific item (like a type of wet cat food by name or by narrowing via filter), the items do not really narrow down and I am still having to scroll for long periods of time. Sometimes the item doesn’t show up at all, but I am able to find it if I scan the barcode. I also noticed that when I open up the options to filter by brand name, they are not sorted alphabetically so I’m having to scroll through the entire list. Glad there is an app for some things but definitely could use some fixes to make the searching easy.

It has some problems. I’m going to start off by saying that this app isn’t completely terrible, but just needs a few fixes to make it better. I recently downloaded it just to check prices for certain products I needed and for buying a few things that wasn’t in-store. A big issue I’ve encountered is whenever I try clicking on a product listing the app immediately closes and I have no idea how to fix it. I’ve reinstalled it and everything but it still has this issue. I think this is a bug that definitely needs fixing right away. Otherwise, I’ve had a steady experience with ordering and shipping on the app, but even then I would recommend chewy instead because of their products being cheaper and taking less time to arrive typically.