PetSmart Customer Service

PetSmart Positive Reviews

Makes Booking Services soooo easyLove that i can view appointment availability and book with a specific groomer directly thru the app! Sort of addicted to the Treat Trail game as well. Also very appreciative of the work that PetSmart does to promote pet adoption and help provide services and resources for homeless animals. Only issue I have with the app is that I have updated my pet’s profile photo NUMEROUS times but somehow a very old picture continues to show up as his profile thumbnail image on the page where you “select a pet.” I have even tried to upload different file types and sizes to see if that would rectify but to no avail. I emailed tech support about this and did quickly receive a reply however the only instruction provided was generic info about how to add a photo and did not help rectify the issue. Obviously, this is not a huge issue about app functionality or ease-of-use but thought it might be helpful as i am sure I am not the only one who has experienced this..MeraduffVersion: 4.9.0

GroomingIt is often times to trust a stranger w the well being of a pet for several reasons. All you can really do is say a prayer, hope for the best. Well that is the exact reason I’m writing this review. The groomer Jamie I know I spelled his name wrong but a very easy identifier is he is the one that wears a banana. Glasses. If there is a way to request him I’d do that. I honestly felt his care, his gentleness , tsoft touch, his soothing tone, all wonderful things but there is a additional quality he has but I can’t lable it bc it is quite honestly just undefined. Kinda like the animal whispers posses. It is that “ it quality “ that can not be learned , taught or even described. When a person is doing a job at work , some do it to eat, some bc it close to where they live, some bc they went to school for but his job just happens to align w a great strength and spirit. coincidence ? No it’s him thriving at a skill or ability that he only gets better w each day. It is very hard to see if you don’t pay attention. But I am and always hv been a person that sees immediately what is it that make a person special. Well if you want to see what that looks like all you need to do is go to pets smart tell them Stephanie sent and tell them the reason bc I would like to doead the word to anyone that loves their pet like I do. In short pets smart has a PHD, NFL 4 dogs, Olympic multi recipient it is rare but I recommend him and that store for all the reasons stated and more but I won’t be long winded. Go and see for yourself!!.GroomwhisperVersion: 8.4.0

Could be betterThe app is decent for browsing what is sold as of petsmarts collection of products but lacks alot of features that competitors have. I wish there was a barcode scanner that allows you to check price and reviews at a glance. The pet organizer is way to strict and like other apps wants you to map each individual pet. Often times people will have pets and not know when they were born or even adopted I wish there was a way to bypass it easier. Maybe even use a previous purchase receipt system to maybe see when an animal was purchased idk. I wish there was a way to instead of describing appearance I could just say a species name like for example when trying to build my aquatics profile it asks for info I simply don’t posses and I have no clue how to describe the appearance of say my fish like my glow light tetra. I wish there was a way to create a species profile and an community tank profile so I could say I have x amount of y and is in enclosure 1 so I could use it as a filter so when I’m selecting treatments as some animals are compatible with a treatment and others not so it be nice to have more connectivity and control over my animals and have the same respect as say a cat and dog. I understand this is just small stuff but for a big chain store I wish there was more respect and information for all animals instead of just the major two that being cats and dogs..Zan2004Version: 5.19.1

So many bugs and flaws with the app.2026 update: This app is still inconsistent as ever. I’ve currently been stuck awake for an extra 3hrs (currently 6:30am) trying to get an order in for my cats since they’re low on food and I don’t always have the opportunity to even bother with this app. I keep getting “Unexpected error” at checkout, even on the website. I have 5 cats. I do not have the time for such an important app/service to be so shoddy. Along with the normal issues, I would really appreciate if there’s any way to add substitutions if an item is out of stock. It’s quite upsetting to put in an order for one main item with a few others and not receive the main item due to incorrect inventory on the app. Original: I love how easy it CAN be to order/receive my pets food from the PetSmart app. Sometimes it works perfectly, where I can get an order in & done in under 10 minutes. Other times, however, the app will overheat my phone, not register/bring up search results, bug out at the checkout and change my total, or just crash randomly. Honestly, I dread having to order off of the app even though I love the rewards and discounts you get from ordering online. I would love if the app could get some more work put into it to fix these issues..Roadkil03Version: 14.1.0

Checkout DifficultI gave this App a 3 Star for three reasons: (1) It is difficult, if not impossible, to pull up your entire order at Checkout to see and/or alter the picked-up items from those shipped to make any changes needed before Checkout; (2) When dealing with online coupons, you are never quite sure if or how they will be applied before you hit the final completion button; and lastly (3) Because you cannot see the entire pick-up and shipped items at once, I had forgotten WHAT the items were that I selected to be shipped, so I ended up canceling the entire order to start over so I could see the shipped items before I would pay the final amount. Thank goodness I did because I had checked with my Vet and he strongly recommended a different supplement than the one (I had forgotten) I had ordered that was only available through shipping. Once I canceled the ENTIRE order, I saw my mistake, and only then was I able to remove it or the wrong one would have been shipped then AUTO-SHIPPED again! When it is a straight forward pick-up ordered online, with no shipping or auto-shipping, it is very convenient! I do not recommend mixing pick-up with shipping or any auto-shipping in the same order. I will make separate orders for all three in the future..LoverOfEnglishVersion: 4.2.1

Gave it a 3 for my frustrationI absolutely love PetSmart! I love the treat point system and the discounts along with the pickup and shipping options. However, I gave the app a 3 out if 5 star rating due to my overall frustration trying to use the online app. It is not very user friendly. I get anxiety and frustration every time I use it to be honest. This app loads items extremely slow! If I click on something it takes too long in my opinion to load up. I find that I’ll click on the menu options only to find they don’t exist, I have been booted out of the app because of this app having a confused moment. If I try to go back to a page the app gets all discombobulated etc. It’s just very annoying. I still use the app but I dread it every time because I know I’m going to get very irritated using it! Which I’m annoyed now to the point that attempting to add stuff to my cart lead to my review now. I need to take a minute and think if these items are that important to buy right now from PetSmart or just get it somewhere else to avoid extra frustration. It should not take this long to find what I need and add it to my cart! Ugh.Beckaroo81Version: 5.13.0

There are a couple issuesOverall it’s a good app. However , there are a couple issues. The good is it has an adequate search engine. The issue is it isn’t always accurate and honestly that’s what’s needed is accuracy. If you order to pick up you don’t always get accurate info. I discovered in the app an item was listed as insufficient product for my request. Only to get to the store myself to see what else might be available. Wow ! There was the product I was told wasn’t available. It often doesn’t suggest a similar product either if the one you want isn’t available..( or is but is indicated it’s not , or it is at another location without resorting to shipping which is subject to a minimum purchase for free shipping ). If the stock and any arriving stock could be accurately counted, that would be helpful. Or - just forget online and go to your local store. It saves frustration.BiscuitflyerVersion: 5.6.2

Decent AppI’ve been using app for more than a year. I have never had an issue logging in. When I add items to my cart and unexpectedly get pulled away or distracted and need to close the app, the items always remain in cart so I can continue adding on or checking out when I reopen app. I’ve added my pets to app so making appointments and searching for specific items is a breeze. Disappointingly I am able to play the treat trail game to earn coupons but have NEVER been able to apply them at checkout when I’m placing order through the app. And I find it disappointing that I can’t add dog/cat clothing items to my order in the app, it always says for in-store purchase only. This is also the case for items that go on sale or clearance. I am not able to go into store do shopping like normal because of my mobility AND now because of the covid virus pandemic. I do like the curbside pickup and hope they keep that even afterwards. But I really wish I was able to purchase those dog and cat outfits and feel that I’m missing out..SunAZGrrlVersion: 4.7.0

Please fix the glitches! 🙏I love PetSmart and I love the idea of the app. I think good to have something more easily accessible on your phone, like the app, instead of having to sign in on a web page every time. The app makes seeing your points and the monthly deals a lot easier. The main problem I have with this app is that there are a ton of bugs and glitches. Every time I go on the app or I’m on the app for too long, it will say “something went wrong” and everything I was looking at or was in my cart will disappear. I have to log into my account online on their website to view my cart again because the app won’t stop glitching for sometimes hours. It makes it frustrating to purchase online. I really hope someone will fix this soon if there are enough complaints about it. Besides the app, I have to say PetSmart has the best staff I’ve ever met!.AshleyyirvinVersion: 10.4.1

Strange a shopping app doesn’t provide trackingI like Petsmart but this is literally the only shopping app I use that doesn’t provide shipping information. It shows if something is in shipped status but doesn’t include any way to track shipments. My only other complaint is that it makes it too easy to accidentally waste points on their sweepstakes. It doesn’t ask for confirmation to confirm you didn’t just hit the plus while scrolling (or in my case, an associate doesn’t go through and hit the plus for everything to show you how to activate a discount) nor does it allow you to easily back out of it if the plus is accidentally selected. You have to contact customer service and go back and forth with them as to how it was selected on accident in the first place so they can add your points back. Pretty not cool I do like the rewards they often have and in general I like shopping at PetSmart. The app just leaves a lot to be desired at times.FamfrenzyVersion: 14.3.0

Pretty awesomeI really like this app it’s easy to use and convenient. I do have issues though, too many products are in store purchase only and also are too often out of stock on quite a few items. Not great on having a lot of different products to choose from either. But like I said though I like the app because of ease of use and convenience. On pricing, like anywhere, they vary. Most items in the app are pretty well priced but other products are pretty high in price just like any place you shop but I do trust PetSmart so that’s why I’ll stick with them unless I think a price is just too high for the item I’m wanting then I’ll do a little research and see who has the most inexpensive price but so far doing so I’ve always came back to the PetSmart app or store because like I said I trust them. Hope this is helpful for people searching for the right app to use for your precious fur babies. It is the best one I’ve found yet.Tea1967Version: 4.9.0

Love the voiceover accessibility improvementsI had to come back and redo my rating of a simple 2 after such a horrible experience using Voiceover A few years ago. Before, I couldn’t even login because the app was not accessible at all. I recently tried because of the pandemic and I was able to log in, complete my profile And input my personal and dogs information. This is such an improvement! However, when I was trying to make a grooming appointment, I could get all the way to the place where I choose the date and groomer but once I made all these selections, that screen only had two buttons that were not labeled. I couldn’t use accessibility features to finalize the appointment. I had to call to set up the appointment and then it showed up in my account and I was able to confirm and add it to my calendar. If the whole process could be made accessible, I could give this app a 5 star rating finally..HoustonGayVersion: 4.3.2

Decent app! But Somethings they should do.It’s a decent app, although gone through the local store and they have more stuff than the website does, and the store has more to offer. So I wold recommend putting every thing that is offered in any store, into the online store. 2nd of all, it’s easy to use. All though sometimes I have to close and reopen the app multiple times in order for it to work and actually search what I’m looking for. So PetSmart if you can fix that, then I’d give you a five star review. I also bought a pop out tunnel for my cat that never came to my house, but luckily I went to the store and got a refund and got it in person. It also would not let me review a fish tank but just to let you know I would rate it one star because it ripped up my fishes tail😢. If your looking to download this app you should but you might have some trouble. Also PetSmart if you are reading this, then please 🙏 fix this..Golden-hamster5Version: 5.14.1

Has a Too Bad For You vibeIn store employees are uniformly great - friendly, helpful, seem to like working there - so why do you make it a challenge to earn and use rewards for being a regular customer? As others have noted, you can’t ApplePay and use rewards. Also, you can’t earn certain rewards without activating it first. I activated this month’s reward (because an employee reminded me) but didn’t realize the activation was good for only a week. I needed to activate it again before my next purchase and I missed out. I find the search filters clunky so I search on the exact name or use reorder from a prior purchase. If you order online for pickup, the items are linked to the store you were in when they were added to your cart. Makes sense. But if you change stores as I did because an item was out of stock, it doesn’t update the store or ask if you want all the items to be from the same store. If it’s noted at checkout that your items are being purchased from different stores, I missed it on my phone. It was a puzzle when I got to the store and not everything was there. Of course I had emails that the items were ready, but I didn’t read past the header that my order was ready for pickup. I only figured it out when I ordered something else through the app and saw the message there that my item was waiting. Overall, the app and procedures need to be simplified, and communication could be better. Instead of a header with “order big long number” is ready, perhaps your order at “store location” would be better. The order number could still be in the body. No customer is going to recognize that number, making it less than useful in the header..SaraBellahVersion: 11.2.0

Fix Add payment card functionPlease please please fix the add payment card functionality in the app. I take my dog to Petsmart grooming often, and I would like to pre-pay in the app before pick-up. The problem is you need to add a payment card in order to pay, but after you add all of the card details, clicking, the continue button does not work, it does nothing. I’ve done this a few times and I guess not often enough to know that it just doesn’t work, so I might as well just go into the store and pay, but to be honest, it’s very frustrating. I will say that the entire process for scheduling a grooming appointment is quite easy and frictionless, and so happy to continue using the mobile app going forward. Keep up the good work “mobile” team, and keep challenging yourselves to raise the bar on an easy, intuitive customer experience your users expect..Solar VegaVersion: 7.1.1

Pet information addHi there, I am a pet owner of two dogs ( 13 & 5)and I have used Petsmart and Banfield for each of them sent being purchased. I have used the grooming, doggie daycare and vet services/ wellness plans as well but when I go to your app it shows no history of visits? I ask the current store I go to and the response was shocking... “ um. The app doesn’t connect the the software data” sorry. I have 2 current pet hotel reservations in the system plus grooming...Then why the hell do we fill the app information out and have a profile if it doesn’t merge? Also it should show if your coupons are expired. My husband and I have spent thousands of dollars at these locations world wide as we travel for his job and utilize these services to our advantage when looking for housing and this is the solution? Happy Holidays. Punkin & Brooks Mom &Dad.Punkin & BrookVersion: 1.5.4

Baby girl and mamas boyThis app is pretty good once you figure out how to use it.BabygirlandmamasboyVersion: 4.0.0

App did not workTried to place an order but kept getting payment error messages, charged 4 times to my credit card and the prefer did not go through. Horrible app experience. I would give negative rating if that’s possible..Kiki.119.119Version: 9.1.2

Free International Money Transfer 💸Enjoy high maximum transfers into more than 20 currencies while saving up to 90% over local banks! The cheap, fast way to send money abroad. Free transfer up to 500 USD!AdvertorialVersion: 15.4.0

PetSmart Negative Reviews

Terrible app for ordering onI am really hoping they update and improve this app soon! I am an avid Petsmart shopper with a small rescue and there in person shopping weekly as well as placing multiple orders online for pick up and autoship monthly. Every. single. time. is maddening. I have entered the exact same vet information, which takes five minutes, at least 15 times because the app doesn’t bother to save it, even though I’m entering it for the same pet over and over again. It implies that there is a place to store prescription cards, but it doesn’t let you upload to that location and I have uploaded my prescription for foods over and over and over again when ordering, and they have never once saved a script card for me. Even though they have made me several in person at the store. It is also incredibly glitchy in so many ways. You can get kicked out of the ordering process easily and have to start all over when you go back instead of picking up where you left off. I just now gave up after 20 minutes of trying to place an order when it wouldn’t even let me continue even though all the information was completed and correct. It just wouldn’t let me access the button at the end.. It had one field that was red as though it was incomplete are missing, however, it was definitely complete…. just tons of glitching. With a big corporation like this I am really hoping they will make technology a priority soon and fix this app!!! Unfortunately, the browser website on the phone is no better….5hubbardlionsVersion: 5.19.1

Updates everything but what is neededI try to use this app but often log into online directly instead. The app continues to have a bug where it won’t show your rewards with a pop up stating an error has occurred. When that happens you often have to close out the app and restart it completely but you won’t be able to add or see your rewards to use. App also has an odd issue of not accepting card numbers or addresses, even though the address gives you an option to leave it as you entered as part of being verified with that pop up. This stinks as PetSmart really pushes you to use the app even over their website for many deals. For example right now online it’s 30% off for auto shop but in the app you get 40% off to set it up. Many things in person at the store are moving to also showing your app versus phone number to get your rewards credited. I don’t think an app needs to be pushed that much and certainly shouldn’t be when the app honestly doesn’t work most of the time for the very thing you need it for the most. I could get over the app push a little bit tho if it actually worked. I feel like the app is constantly updating but these bugs have persisted for months with no change. The search tool also doesn’t quite work and there’s no way or at least easy way to assign someone else to pick up a store order once the order is placed which is odd. I’ve at time realized I needed to add someone else in our hime to be the pick up person instead and have yet to figure out or see that as an option after the order has been placed, so make sure you have anyone you need as a possible back up listed with you before completing the full order for store pick up..MusicWorm456Version: 11.4.0

Yikes.If you’re epileptic or prone to seizures, stay as far away from this app as you can. The screen is constantly flashing as you get the “loading” symbol nearly every second you try to scroll through a page or use any of the on-screen options. It’s so bright, so flashy, so incredibly glitchy. It gave me an awful headache just looking for a single bag cat food. I can’t imagine how awful it would be for someone with epilepsy. Good luck locating anything, the organization, filters and overall quality is disappointing to say the least. There’s so many ads and notifications I get for being a PetSmart member to buy things online for 10x points or something. I would genuinely rather give up the point system (and free stuff and savings and whatnot) completely than have to deal with this app. It’s atrocious. I will say, the one thing that’s redeeming is the reviews. They feel real and I like seeing responses, it’s incredibly helpful. Even if I don’t use the app to buy anything, I have a bit of insight into a product I may be interested in trying. That being said, I even have issues with trying to checkout. If this app works for you, you must be 1 in a million. I hate giving things up without a fight, and GOD am I fighting to work this thing. I want to be able to use it and desperately hope PetSmart does literally anything to make the app even a tiny bit better. I’m just stunned by how bad it is, to be honest. Anyways, that’s my two cents. Try if for yourself (if you aren’t prone to seizures, please don’t put your life at risk, the flashing is insane). And good luck! It’s a challenge alright..AsdfgshdheiegejdbeVersion: 5.7.0

Really Faulty AppI normally use the PetSmart website to purchase items for my pets, however this week there was a discount on all items if you use their app for purchasing. Therefore, I used the app and it was absolutely horrible. Searching for items was fine, however when it comes to clicking on the item you want to purchase and adding it to your cart…that is a different story. It constantly is giving me the loading paw print for everything I clicked on. It would take close to a minute every time..having me wait each time for each item to be added to the cart! I would see the item load into the cart on the top right so to get through the process faster, I would have to constantly close and open the app to get to the next item I wanted. Then getting to check out, there was a whole lot of issues there. The app kept on saying there is a error, please try again. This would happen numerous times eventually loading to the check out, and I had numerous crashes as well to the app when using it. On top of that, I couldn’t even enter a new credit card, as it kept prompting me to click on images to prove I’m not a robot. When I got that finished and it finally checked off, I was still unable to proceed telling me there was an network error or telling me it believes I’m a robot automatically trying to process my order. I had to go into the app again and add my card prematurely, as it wouldn’t let me go to review page if I added my card then and there! Absolutely ridiculous app, and I’m annoyed with the “use the app promotion”, when clearly the app is faulty and not fixed like it claims in their updates..Alleyk22Version: 5.4.13

One of the worst apps on the market!I have tried more than six times to place an order through this app for pick up at the store. The order shows up in my cart but that's as far as it goes. The order just keeps recycling back through check out review order check out review order and so it goes. No one at the store knows what is wrong. I have deleted the app three times and reinstalled it, but that does not help. There are times with a sick pet at home when driving to the store is a major inconvenience. Well I certainly won't try this app anymore. UPDATE. I received a notice from Apple support that this developer had sent me a response. The response, which was the same response the developer had used numerous times to other complaints, said they would like to hear what my problem was and they will try to work it through with me. There were two links to click, one to update my review, and the other to contact the developer. So far so good right? So when I clicked the link to contact the developer it basically took me to the Petsmart app where there was no link to the developer. SoI am updating my review so you will know there is no way to contact the developer, and when the developer says they really want to work with you to resolve your problem, they don't really mean that. Because there is no place to contact the developer, only a link that connects you to the Petsmart app, which , of course is what they want you to do..PenneywellVersion: 4.5.2

Worst PetStore App EverIt’s not that Petsmart isn’t a great store with good products, it’s that they have the least functional App of any major company. It’s slow, it freezes, constantly redirects to nothing, and the auto ship function has essentially become a scam. I don’t love Chewy, but at least when I go to their app it works. I can easily browse items. I can easily make changes. And when I attempt to cancel an item from autoship it allows me to instead of constantly taking me a screen that says ‘item not found’ (?!?…I’m not looking for an item, I’m just trying to access autoship so I can remove something). I’ll be honest..clearly I have a recent with autoship where for 3 months I haven’t been able to cancel because of the app and only recently did on the actual website on a computer, but that shouldn’t be that hard to where I’ve spent over $250 I didn’t want to. And the truth is that even before that issue, the app has always been slow, glitchy, and almost impossible to navigate. I want to use Petsmart, which actually employs people at real stores, over something like Chewy, but the lack of improvement in technical areas keeps driving me away…hopefully they will one day fix the issues, but based on a couple attempts to reach their ‘help’ via the phone (which is almost impossible to find help via the app), I have essentially given up..MallyMute41Version: 5.28.0

1st order went wrong- absolutely ridiculousFirst, I ordered via same day delivery since it was free. I had a bad feeling about this after I placed the order and should have went with my gut. The driver was insanely rude because he couldn’t find my address. I inputted clear instructions. He kept calling me then hanging up before I could even answer. I texted him because DoorDash instructed me to. They said he was having trouble finding my address. I texted and he never answered my text messages. He finally called and I spoke with him nicely and he hung up in my face when he asked me a question. He eventually delivers the order past the delivery window. I file a complaint on DoorDash and the person I spoke to was very nice and helpful with that. I bring the bag in the house just now and I’m missing half of my order! Called DoorDash back and the customer service rep doesn’t even understand what I’m missing. I clearly tell her multiple times in a nice tone that I’m missing just the insects in my order (I gave her the name of said insects multiple times). She then had to read down the list of things I bought and told me to tell her what was missing. Do you not know what insects are? She finally gets a redelivery going but this is by far the longest and most drawn out process. I’m never ordering here again and will gladly pay more at Chewy if I have to. I went here because their prices were cheaper for some things that I needed and there was a reptile hide here that I couldn’t find at any other pet store. Now I wait for my order and hopefully nothing else goes wrong. Wish me luck! 😒.SuszyqueVersion: 9.1.2

Shopping via app is futileWhen I finally got the end of my order, which took forever, the total for my purchase did not show the discounts I got. One page says my total is $145 (discounts applied). The next page, the payment page is asking for $199 (no discounts). During purchasing/ordering, it takes for ever to search for products, add products, to add vet info for products requiring a prescription, vet info is not saved for future orders, vet info needs to be added to each product when the purchase is for the same pet, but that info won’t save the first time around. Lots of unnecessary buttons to click. Takes many seconds for actions after clicking a button and sometimes the action gets stuck all together. When there is an error it’s unclear what the errors are for. Copy/pasting phone number doesn’t work if the format is not xxx-xxx-xxxx. If you paste from contacts and the format is (xxx)xxx-xxx, the app won’t take it. This is the last time I order online: that’s if my total updates to the discounted total. I tried to log in on a desktop thinking the discounted total would show up there. I don’t remember my password so I sent a reset request more than once but never got any emails. I did check SPAM folder, nothing. The captchas don’t like my original responses and keeps refreshing or giving me a security error and timing out so that adds another 10 minutes to trying to do anything online. Something similar happened last time I tried ordering (around September this year 2020). I thought the app would work better this time around. But nothing. I’m done..OTappnogoodVersion: 4.9.4

More difficult than convenient.I downloaded this app to keep up with my treats, and online orders. Since I go into petsmart at least twice a month I figured me downloading the app would be convenient. The app has to load every five seconds which becomes annoying when you’re trying to create an order. Also, it took me 3 times just to be able to get my payment processed. I was given a confirmation number but after the order was placed, my items are still in the cart and I didn’t receive a confirmation email like it told me I would, still charged though. So, now I have to call petsmart just to see if I actually have an order to pick up. Before I wrote this review, I checked to see when it was last updated and it was only a few days ago. The potential this app has is big, I just feel like they need better ways to execute the smoothness that other store apps give you in order to make it more convenient to use the app instead of complicated. Hopefully the developers come up with something to actually fix the app since most of the reviews are almost the same. I think they would do better just working on the app instead of replying with an email because that’s what reviews are for. I love petsmart though! The app just needs LOTSSS of work🥺.JHHshshhehwhdhsjajjsVersion: 5.4.3

Glitching & Loading ProblemsFirst off, I never do reviews on here simply because most of my apps run perfectly but this one is an entire pain in my rear. I shop online like i shop at the store; i have to look at everything and weigh my options so when I’m going page to page, it’s so unnecessary that i have to wait 15 seconds just for it to load up. I just gave up in frustration to come on here and write this review because I’m trying to place an online order to pick up from the store and i can’t even enjoy my experience because i have to force quit the app every other second. Even worse is when it tweaks out and everything starts glitching. I’ll be scrolling down a page and pretty far down the line, something happens and it brings me right back up to the top where I started. Please PLEASE get your app developers to make this a better experience for your customers, especially since you’re a big chain store in this country and a lot of people rely on it for fast shopping so they don’t have to spend hours in the store deciding on what they want. I use this app more so I can read the reviews on what I’m buying to decide if it’s a good fit or not…. It just seems like y’all ignore the reviews because I’ve read a ton and they all say the same thing yet nothing has been fixed !!.VandookeyVersion: 5.16.0

Could be a whole lot betterThere is No way to add favorite items to profile. I have attempted many many many times and still no success. There is the option there but it doesn’t work. Not all products are listed that are in the store, so you can only half shop online. Also when you set your profile to a specific species like “cats” that is what’s should bring up. Not everything dog and then nothing cat. The app is very glitchy really. Maybe it needs to be updated with complete working profile options and the ability to add medical cards with actually making a purchase. I need my multiple RX cards in there so if I happen to forget the paper one then it’s on my profile in store. Also can I just request an alert option. I go online or in store and many many times items are always out. I would love the ability to scan an item and get an alert when it comes back in stock. It would make life easier and save time, money, frustration and gas. Also if a store in another state has something please please give us the ability to have an order mailed to us. Like I live in Oregon and Washington gets all the stock but I hate the drive and the extra cost for gas and taxes. Let me order from them and ship it to me..Archiehunk1Version: 7.1.1

Your app stinks. Doesn’t process payments anymoreI’ve used this app for about a year, and for the most part it kinda works... you don’t allow all the services offering for grooming for instance, so if make sure difficult to set up an appointment, you always end up having to change it when you smog to e store and check-in... it’s easier to call and make an appointment and specify the services you request. But by far the most t egregious problem is your payment processing. It use to work, I could pay from the app for services and walk in and collect my pet. However, for the past 3 MONTHS!!!! - your payment processing claims there is an error, but still authorized the charge! - so I as a user think “hmm, an error, I should try again”( since it tells you there’s an error and stars try again later... so I end up with 4 or 5 charges that I have to wait to fall off to make sure you don’t actually charge me. Even if I switch cards, delete the cards, re-add the cards or add new cards, it still has the same error and same multiple authorizations... AND THEN I still have to pay when I get to the store manually anyways! Just DON’T HAVE AN APP, that way I don’t spend my time on the app and I can just call or go in like we’re troglodytes and not a modern functioning society - outside of PetSmart. So frustrating..JeffhasVersion: 4.8.1

Please, Petsmart: help me help you.I’m praying the updated app will be a mutual win. The old one has been so maddening for years that I’ve frequently taken my business to Chewy when I would not otherwise. It’s genuinely crashed more than 50% during my use. I’ve speculated it has to do with traffic, so sometimes when I’m in a pinch for same/next day delivery and can’t wait for Chewy to ship, I’ve resorted to using it at 2 or 3 AM to improve my odds. Still no guarantee, and I’ve actually fallen asleep while reloading. It also won’t seamlessly sustain a cart if I’ve been interrupted after beginning … and not because eg. inventory is in fact no longer available: there’s simply a glitch that says so, and I must delete everything (item by item) and go back. With the exception of one product unique to Petco, on the whole I greatly prefer PetSmart’s offerings and better sales. Granted, Petco’s rewards program of cash rebates to use anytime is vastly superior, so absolutely I take single purchases over $150 (some as much as $400) to Petco. That isn’t an app issue per se, but my typical smaller ones Petsmart loses due to the app certainly add up. (Plus I’ve never needed nor figured out how to redeem the treats promised by Petsmart.) Nevertheless, Petco it is if I don’t have as much as literally an hour plus to hang on and/or a phone nearby to turn to customer service. The real pits: paying more for an undesirable, temporary substitute from a grocery or convenience store. Worst of all: I’ve missed sales deadlines. I realize these comments should go (again) to Petsmart directly, so doing that now also. Still, systems can track every keystroke, so someone is taking note of carts abandoned during checkout … right?.The Patient ConsumerVersion: 5.25.1

Needs workThe app is just okay- I only ever use it to book appointments and even that is a bit frustrating. I have two dogs and it boggles my mind that I can’t book them at the same time. I have to book one, and once I’m done booking him, I have to book the other one and hope that the same groomer has another spot at the same time- which they usually don’t but I can’t know that because- for whatever reason, all of the groomers’ appointment slots aren’t shown. SO MANY TIMES I’ve had to go back and cancel my first pets appointment and try all over again, or I’ll have to schedule one at one time, and the other 30 minutes later. Also, I feel like the treat trail game for coupons is kind of ridiculous- especially for busy people. I don’t have time to (literally) play games and try and get a higher score to get a better coupon. Why aren’t the coupons just available to you like any other business? I mean, it’s a cute game, I just don’t have the time. I also feel like having coupons/discounts in one place would be the most helpful- like having them on the front page where the points are at, instead of having the points page, discounts at the bottom of the “shop” page, and then the “treat trail” page. Too complicated..Dnice842Version: 4.1.2

The worst app ever?!It’s like this app was designed by a competitor to keep you from shopping at PetSmart!!!! You can’t purchase ANYTHING! You try to put ANYTHING in the cart, you end up with the permanent circle of death. You try to check out, circle of death again. Try to reorder something from your last order...I’ll give you one guess!!! - YEP! Permanent circle of death. This app crashes CONSTANTLY. It’s glitchy, and when you try to add something to the cart it crashes...that’s if it even LOADS! It’s been like this for MONTHS!! Do they not read the reviews?!?! RANDOM times it will work as a tease...then the next 5 times...if you’re reading this you KNOW what I’m talking about! How can a large chain like this have SUCH a garbage application? With all the kids at home during COVID have a 12 yo build you an app with their BASIC level of programming!! They’d do a better job than this garbage! Maybe have a contest?!?! Because it CANNOT get worse!!! I have to believe this app can be hacked my a 5 year old in Albania with the most limited skills it’s SOOO terrible & glitchy!!! My information CANNOT be secure with SUCH a bad piece of technology, unless the hacker has the same issues trying to navigate the app the rest of us do!!!! I’m going to the competitors down the street. I just had to get my frustration out quick..Poe79Version: 4.9.7

To say it’s clunky is a complimentI think the app has potential, but it’s really not there yet. Everything is just clunky and not very efficient or as well organized as other stores’ apps. Worst is that I put in all the information for an order, only to find no button to complete it at the end! I looked all over the page and even reentered my information to make sure I didn’t miss it somewhere. At least I was able to complete it from their website. The curbside pickup feature works OK as far as the app part of it is concerned (though check your order to make sure it’s all correct!). Another big complaint I have is that if an item is currently out of stock, you can’t back order. If it’s found to be out of stock after you order, it’s just cancelled with no alternative. I still need vitamin C supplements for my guinea pigs! A lot of these products are basic necessities for our pets, not something we can decide to just not buy. Just hold that part of the order or have an option to ship it when it comes in. Otherwise I have to wait and keep checking hoping next time I’ll be able to place my order before they run out again! What a pain….PharagillVersion: 5.0.0

They removed Treat Trail without warningThe best part of PetSmart was the Treat Trail game. Not just the app, but the store in general. The Treat Trail game in the app offered up to a 20% off coupon once a month, making my brand of dog food affordable. So much so that I refused to switch to Chewy or another store because PetSmart was more affordable. I told my friends and family about the app because of the game. During the most recent update (Nov 2, 2023), they removed the Treat Trail game. There was no mention in the app dev report, there was no email alerting customers (despite receiving multiple sale emails from PetSmart, obviously they could contact their customers if they wanted to). Not only was the coupon a wonderful benefit, but the game itself was extremely enjoyable! The levels got progressively challenging without being tedious, and it felt like you truly achieved something when you got 3 stars on the hardest level. Due to this most recent development, I will most likely be purchasing my pet items elsewhere in the future. I highly encourage others to do the same, as it seems PetSmart has decided to forgo its most unique marketing asset without so much as alerting its loyal customers to the change. An incredible disappointment..XbrittainyxVersion: 6.2.0

Glitchy AppHonestly the app is awful and frustrating. Whenever I add in things to my cart- at a certain point it just goes completely berserk and shows me the “uh oh something happened” and will show an empty cart and every time I try and add something I get an error message. If I come back to the app a few days later though- my cart is there- just as before but if I spend too much time browsing I’ll get it back to it freaking out with errors. The other thing it does is glitch out and add the maximum amount of each item in my cart (I.e. I have 3 cans of food + a bag of food- 4 items) it will show like hundreds of items since it defaults to the maximum amount you can put in qty. I have to painstakingly go through my cart and push it down (which is tedious when I’m trying new flavors of certain cat food so will like like 17 different can flavors in my cart- so I have thousands of them on the glitch). I’ve tried canceling the app, redownloading the app. It works for a short amount of time and then At some point these errors come back again and it’s super frustrating. Whoever their tech team is needs to figure out the bugs in their system (this has been happening for over a year).AmandaS2222Version: 10.0.0

Literally one of THE worst apps I’ve ever usedThe PetSmart app has been broken for over 10 years at this point. I’m pretty sure in that time span I’ve successfully placed maybe three orders because the app constantly bugs out or completely crashes. I’d say 9.9/10 I try to use the app to place a pick up order the app will bug out, then crash and empty my entire cart, and then when you restart the app your cart will be gone 9.9/10 you open it until it’ll magically appear (before crashing again). The employees at all PetSmart locations I’ve been to over many years have all told customers not to use the app because it is so awful. The pet hotel employees at two different locations have said that there is no way for pet hotel staff to see stay reservation requests that are sent through the app so you have to call or come in person. I have missed out on more discounts than I can count because they were online only and the app was crashing so much I couldn’t even place my order and staff in store said they could not honor the discounts. Why such a huge corporation can’t invest in fixing their app so that it is even useable for staff OR customers is hard to fathom..Have The Card GameVersion: 8.13.0

Please update STATThere are so many issues. At times, the search function doesn’t work. Or it takes forever to put an item in the cart. At times, it won’t take your payment. I fought with the app for an entire week just to get items in the cart with the Save20 deal only for the app to refuse to checkout. It just kept buffering. Finally after missing the deal and desperately needing the items, I went to the website. However, it made me change the method of delivery… so I did. It wouldn’t allow me to do same day delivery, I could only pick up. However, it then routed everything to NJ although it’s set at a store in Maryland. The cost of the order went up $18 between the app and the website. Not because of a promo, I missed that but because the website had everything priced differently. I escalated to the store manager upon pickup to which she told me the SAVE20 promotion hand y worked for her either. When I buy, I’m doing a 3mo restock for 4 pets so it’s costly and I need coupons and savings just to afford them. Sadly, I missed out AND had to pay out $18 more than the base price. Please fix the glitches and incongruence. It’s really frustrating..PenthouseSuite💅🏽Version: 15.2.0

Nothing but troubleIt’s mind boggling that in 3 yrs Petsmart, being the big box store that it is, can’t resolve these issues. I keep having the same issues as all the other reviewers. It takes sometimes up to a minute to add an item to the cart. Then, if the app hasn’t glitches beyond use by the time you’ve come to checkout, which is rare to get that far in the order process, you finally get to the checkout only to be met by the “Ruh roh” of death. So you’ve spent sometimes far longer on the app than you would in store only to have to go to the website. The problem there is, sometimes the website can be glitchy as well. Today I had the great fortune of this exact happening. I seem to have actually have been denied access to the petsmart website mid-checkout for some reason. So now I can’t access my order through the app, and I can’t sign on to the website to finish my checkout. I spend more money on pet food a month than I do my own food, and I can’t even figure out a way to give Petsmart my money today it seems. I absolutely dread when it’s time to fill up the pet pantry anymore. Can’t someone figure this out. Geez already..Starrwed16Version: 5.19.1

Needs a lot of work.I hate being negative but there are so many problems with this app. I place a lot of online orders and unfortunately the app will not process them. It won’t let me check out. I have to use the browser. If I have things in my cart or go to add something else and continue to cart it says half the stuff I added is unavailable. If I close out and go to browser it’s fine. If I keep closing and reloading the app it will work but I don’t have time for that. I can search a certain product on the browser and it pops right up but the same exact wording on the app won’t bring up anything. My favorites list does not work on the app. Only on browser and even then it works 1 out of 5 times. It says I don’t have a favorite list but I def do. I usually have to go to past orders to find things. Like another reviewer said please add a price scanner! That would be so nice because I do price match online in store and it would be easy to scan than search. I’m deleting the app but if there was a scanner I would add it back again but as it is now it’s useless to me..Lulu8517Version: 7.1.1

Honestly consistently the most Un-Userfriendly app on my phone. Something simple made difficult.One Consistently needs to call to ask for help. And it’s not just that the app is not intuitive. I couldn’t even come close to guessing how many hours have been wasted from a company perspective AND user perspective in simply trying to place an order; 1) Place the order stays greyed out even when everything is complete and the app shows nothing is causing an error. 2) tried to order two types of a particular dog food both under same prescription. App will not complete the order called and were told two separate orders needed to be placed since it’s two different items. Of course the app doesn’t tell you why it will let you proceed but when calling in they finally figure it out. 3) can’t delete one of the items from the app to be able to do one at a time agent needs to delete both for you and you start over. 4) when searching Hills prescription diet dog food nothing comes up frequently but they have it 🤷🏽. This is just today’s order no time to add in all the challenges hope they fix the app one day..IslandChapVersion: 14.1.1

Very DisappointedAs mama to 11 fur babies, you can imagine the $ I spend to ensure they each are incredibly healthy and living their best lives. I have been a loyal PerSmart customer for several years and have always recommended them, as their loyalty/“treats” program has been fantastic. Until recently anyway. They frequently will have exclusive treats rewards that you may only earn by ordering online. The problem is whenever they have these really great incentives, their app (and website) will have some sort of “glitch” and will not allow you to checkout to complete your purchase. By the time they get the issue “fixed”, the treat reward has expired. I have called customer service, however they just tell you “sorry for the inconvenience, but if you check out as ‘guest’ and call us back, we can submit a ticket to have the treat points credited to your account “. The problem with that is there is not an option to check out as a guest-you are required to sign up. Not sure what has happened with this company, but they have definitely changed and not for the better. I guess it’s time to jump over to the Chewy wagon..Mama BojalejugiopVersion: 5.12.1

Buyer Beware when checking outI placed an order for 2 items to pick up curbside. When I arrived at the store, it recognized that I was there. I clicked, “I’m here” and it took me to my order. It asked me which order I was picking up. Both location names were the exact same so I didn’t understand why it would only let me pick one item at a time. Nonetheless, I picked one item and waited thinking I’ll just clear it up with whoever walks my order out. I waited and waited, no one came out and there was no way to go back to the “I’m here” part of the app. I finally had to Google the phone number to call and see what was going on. As I was on hold, I clicked on my order history and noticed my 2 orders were placed at different stores. The location name was still exactly the same but the addresses were different. The app allowed me to place my one order (with only 2 items) at 2 different stores! I had to spend an hour of my day driving around town picking my 2 items up. Super frustrating! There should be measures in place to not allow that to happen. On the other hand both associates who walked my orders out were both super friendly. Just fix the app!.Fix the issues!!!!!!!Version: 4.9.0

Love PetSmart, Loathe the AppI have been a loyal PetSmart customer for 17+ years, through 4 moves and 2 states. I was so excited when they finally brought out an app, but that was short lived. For the last 2 years I haven't actually been able to log in to the app, though I could log into my Treats account on the web, but there's no Treat Trail game on the web version and with 5 dogs and 2 cats the coupons I could earn through the game were great (for the 6 months or so that I could log into the app). So today I get excited again because I see the message that says they're no longer using social media to log in (my log in had been through Facebook, I didn't want it to be but was told there was no way to change it to email) and I had to create a new account using email. Did that right away, verified my email, the web browser pulled up my account information right away with my treats and all previous orders, then I tried the app to see if I can play Treat Trail and... Ruh Roh. We don't recognize that email and or password... I'm about to switch my 7 pets to Petco, which is a shame, but tech support hasn't fixed the issue so I don't know what else to do honestly..DreamAngel6669Version: 4.6.1

Search and filter has serious issuesNo suggestions pop up when typing in the search bar. I use extremely simple search terms and do not get anything close to what I’m looking for. I searched dander spray and got Danner Aquarium products only. No sprays. No products with “dander” anywhere in the description. I search cat dander and the first results are litter, cat food, cat tree, etc. I search for a cat grooming product and get cat food or spot cleaner for generic pet stains. It seems like it just takes one keyword from the search which is not helpful. Whatever search engine or algorithm is being used is terrible and needs replacing. The filter function is almost worse. I will select one filter and get zero results when I know Pet Smart 100% carries the item (I tested it). For some of the filter fields, there are no options—they just say “View Results”. There is no favorite or wishlist feature that I’m aware of so you can save a product you might want to buy. I have to add things to my cart in case I want to check on it again later. It’s a pretty basic feature that every shopping app should have..VinocitingalamodeVersion: 4.3.2

Disappointing AppBeen using this app for years now and the experience has not improved after numerous reports of issues I have submitted. I don’t even receive the “obligatory we are reviewing your complaint and will contact you soon” email. It’s just completely ignored and the issues compound. The app lacks many features competitors have, stock available is not accurate, adding new payments methods is so frustrating I have been using competitors for ease of use and ask for match pricing, which they always do, even though it’s a longer drive for pick up, page back button almost always takes me back to the start up page instead of the PREVIOUS page 😡, discounts/offers are never populated at check out even when we use the actual page for the sales that the app takes you too nor does it allow us to check out when the correct items are placed into our cart when in stock, I mean the list I have asked for the developer team to look at is longer than what is stated here with ZERO response or corrections with our issues. I have been a Petsmart customer for 19 years so the lack of customer service with this app has been the biggest reason we have switched 80% of our purchases to competitors. We only shop at Petsmart in store now when items are out of stock at the competition or when time is a factor. It’s unfortunate our experience has been so poor with being long time store patrons but our patronage isn’t important here. Don’t bother downloading this..Mauimama9Version: 6.1.0

Confusing and frustratingI do enjoy the convenience of having an app, however it feels like it is missing important features. Instead of an Order History, it has “points history” which is on its own page instead of with your account information. Maybe it’s just me, but on pretty much every other app I use, it’s on the page where you can look at your account. You also can’t click on something you’ve purchased previously and have it open up so you can order again. And my biggest issue is I’ve never once received an online receipt or confirmation for my order so I usually wait a few hours and then call the store to confirm they received my order and it’s complete. My email address is correct so either the app is very messed up and does not offer this at all, or there is an issue with my account specifically. To me it’s kind of important to have record of my order as well as to possibly have notification when it has been completed and is ready for pickup like every other company has..KJLuLoVersion: 4.5.2

Points HistoryThe only way to check your purchase history in store is through your points history, however every single time I go on the app to check this it’s glitching and says there’s an error and to check back later, however any time I check back later it does the exact same error. It’s ridiculous and seems like they need to figure out how to fix it if this is continuously an issue. I’ve deleted the app and confirmed it’s up to date and it doesn’t change anything. It’s frustrating when you’re trying to find products you’ve purchased previously that you liked and want to repurchase when you can’t see what you purchased previously. I shop at this store weekly for my several animals and if I had any other option I would buy from them with how inconvenient this is. I hope you know most of your consumers only buy from you because they don’t have the ability to buy other places and not because they enjoy doing business with you or want to give you their money..AleeeexiiiiVersion: 9.2.0

Bugged out beyond belief; old and achyThis application is REPLETE WITH BUGS. I can log in with my creds just fine in the browser but the app refuses to allow me to login. It will either say the cress are wrong or doesn’t allow me to click the button even when it holds as though it’s clickable. The UX (when not signed in) is also highly inconvenient—takes more than 3 ‘clicks’ to get anywhere and most of the services in the automated line don’t exist in the app. The purchasing process takes just as long as it does in the browser, as well, so the app becomes obsolete altogether. The search functionality is terrible—I can type the exact product title and still not get the correct result. Come on now PetSmart! This is so frustrating it makes me want to only shop at Petco. At least they kept up with the times and don’t have archaic technology. (I also have several friends that work for PetSmart that tell me the systems the workers use are just as bad). You have to spend money to make money—if you aren’t willing to pay for good developers (i.e. invest in tech), get out of the game. Signed, an IBMer.DannydiddyVersion: 4.9.7

Doesn’t function like it shouldThis app is always incredibly slow, regardless of how high the quality of the Internet providers services. Navigating between pages takes way longer than it should, as does opening the app in general. This is especially true when there’s a sale and everyone is using it trying to take advantage of the same time. I don’t give this feedback just as someone who uses the app, but also as an employee who constantly receives phone calls from people who have difficulty taking advantage of the sales and deals online, both on the app, and on our website. They have issues where they attempt to place their order, but it doesn’t allow them to navigate to the next page or it gives them trouble when they reach the payment screen. Sometimes it sends them a confirmation and we never even get the order on our end. Devs seriously need to do some investigating and updating!.TheColorBugVersion: 6.0.0

App liesI just checked my dog in for petshotel for a Wednesday to Monday stay. When booking, the app allows booking of grooming and notes zero charge to add on bath with furminator and haircut. The person checking me in first was delightful and professional. A second female (with long hair) stepped in when a frequent customer came in after me and started complaining that she had to go to work and was running late. My transaction was put on hold until the complaining customer was taken care of. The person checking me in (with long hair) continued asking the questions that I had already answered. She then told me that the grooming work was separate and not included in the petshotel fee. The app clearly shows that it is. This is an increase of over 100$! The app falsely advertises the fees and misrepresents the service, misleading your customers. I have screen captures. I am so tired of the app inconsistencies and the lack of people skills in some, not all, of the staff. I didn’t complain that I was being delayed to work either..22y06m15dchristineVersion: 5.4.15

Awful app waste of timeI go to PetSmart very often. I love my store but when you try to buy something on the app is awful. To start it takes forever to for the app to put items on the car, then whenever you are ready to checkout but maybe you want to modify something like take out an item a Or ad one last minutes then it just completely crash and even slower and takes everything out from the car saying an error has occurred your car is empty then you have to waste another 20 min (yes at least 20 minutes) to put everything back on. This happens especially when there is an offer that is online only like save 20%. Is annoying and maybe is not on purpose or on purpose but honestly looks like if the company wants to make it impossible to place an order on those times. With all the money this company gets I would think they would invest in a better system and people that know how to properly design and make this app effective..Cynthia Sa.Version: 8.3.2

👎I would have used this app quite a bit as I have a cat and dog however there are many bugs that need to be fixed on it. 1. I verified my account by logging into me email however the app didn’t recognize this, I tried refreshing the app and attempted to resend a verification code but an “error” pops up. 2. I currently have a rewards card but for whatever reason my email isn’t tied to it so I had to start a new account, which is fine however it would be nice to have the option of adding my existing card onto the app. I have points on my current card and don’t want to start up a new one. But otherwise, dealing with pet smart generally speaking is always a good experience hence the 2 star rating but the app is garbage, it’s got a few bugs to work out..TshackellyVersion: 4.10.0

Slow and payments have issues processingThe app is super slow, it’s hard to navigate through the different pages. Once I try to complete the order, I always have issues with payments but have no issues elsewhere.C_Serve16Version: 14.3.0

Broken“Oops! Something went wrong. Please try again later.” I’ve been trying for days to enter my info but I keep getting this error message. Can’t even get my bonus points for signing up if the app won’t work. Just use their website. It kinda works. This doesn’t work at all..OnicchrVersion: 3.3.0

So GlitchyIt never lets me sign in and it always has an error if I try to change my password. Don’t waste your time. The website is less annoying..AmberjmckayVersion: 4.6.1

Look at a mapTotally useless if you live in Canada. Will let you pick a Canadian store but not enter an address in Canada. So much for online shopping. Guess we’ll have to shop elsewhere..PisseOffProgrammerVersion: 4.3.2

Got rid of treat trailThey used to give discounts for using their app. Now there’s no point in having it. Guess I’ll be shopping at a closer store that isn’t petsmart.ChickenscratchesVersion: 6.2.1

Treat trail is gone.:( they don’t care about the pets….. starving.J_ck1eVersion: 6.2.1

I can not loginI tried the same password in the website and it was correct.Sunjin0424Version: 4.5.3

Too many useless updates.Stop. Updating. The. App. Every. Damn. Week..Jmenard228Version: 14.2.0

Cannot checkout cartOkay app. Lots of clicking to get to a proper screen. Can add to cart but get the spinning circle of doom when trying to check out cart. Might we well use the website..ChiChiVeeVersion: 14.0.2

Can’t be usedThere is always a bug in the app. You can never order from it..AaaafjdkVersion: 14.1.2

BadKeeps saying I haven’t verified my Email although I have several times. Pretty convenient for pet smart that ifs doing this so I can’t use any of my points..Fthepatriarchy11283Version: 14.1.2

Buggy junkCan’t sign into rewards to activate offers so I have to go online to do it. It’s not worth using the app. Just go on the website. It’s been like this for a year now and still no fix.Colinnnn4774Version: 14.1.0

UnusableNo matter how many times the app is updated it never shows all the products. When you filter or sort to help the search it gives one or two options..KarlllyVersion: 14.0.2

Won’t add items to cartI really want to use this app but everytime I add something to my cart it won’t show up in my cart 😓 very frustrating to use.KennedidididiVersion: 14.0.0

Add to cart not working!Can’t check out! Terrible app / e com experience..Not a reg app reviewerVersion: 14.0.2

They changed their program, so I changed my rating and reviewI have dropped my rating for this app down to 2 stars because they made so many changes to the program that it’s no longer recognizable! The first thing they did was take away the game where you could earn large coupons between 10-20%. It used to be 25% at first, but they dropped it down to 20%. The special cat food that my cats need is more than $100/bag! That coupon was a life saver for me! Then last year they changed to the VIPP Tier status and the program is redeeming points that I didn’t authorize! I called to get it straightened out over the summer, but 2000-3000 points are still leaving my account at 1000 point intervals once a month! And these aren’t expiring points because I made sure that I redeemed them a couple times a year to prevent losing them! These are points leaving my account under “Redeemed Points Offer” You used to be able to save your points forever, but now they expire after one year! And you used to be able to redeem smaller amounts at a time and now it’s all or nothing! This used to be the best loyalty program and now it’s one of the worst! It’s still the best loyalty program for pet stores in my area, but that’s not saying much. I think that it might be time for me to check out Chewy…..Telula GirlVersion: 14.0.0

Always having bugs on this appProduct that just added in the cart is always gone, no matter how many times I reboot the app. Useless app..3ybyVersion: 14.0.0

Impossible to Modify Autoship OrderI’ve received products that didn’t want and had cancelled through your App and I also wrote to cancel an order. But it, and another arrived anyway with shipping costs. I have Autoshio so I can get the food I want without shipping costs. Your online order system doesn’t provide any what to alter the items in an Autoship order. I was trying to add items but couldn’t do so. When I searched your online system for information on how to add items on an Autoship order there was no information. That’s really not good. Now I have boxes of Fancy Feast cat food that I don’t want. I also don’t want to pay to return this to you or drive 45 minutes (one way) to a store. It would be great if I could return the food when the next Autoship order arrives. Is that possible?.2:4(6$Version: 13.2.1

App SucksThe app sucks. Can’t add items to the cart..EvilHomer1354Version: 14.0.0

The worst appThis app is an absolute catastrophe. If signs me out and so does the website multiple times a week and will not let me sign back in or manage my account. It just keeps saying there’s an error despite the password being the same. And also the website login option doesn’t work a lot of the time as the button just doesn’t do anything regardless of what browser I use. This website and app are a complete embarrassment. Horrendous..Canadianguy6669Version: 13.2.2

HorribleApp is horrible, unreliable, misleading and such a pain to use..ElgnismiVersion: 13.2.1

Buggiest app on my deviceApp is unreliable and hardly ever works when you need it. Better off using a browser.Chris_HFXVersion: 13.2.1

Slow app and lags every 5 secondsThis app is very slow. Only works smoothly for the first 2 minutes then you have trouble adding things to your cart and paying for the order.Bologna and pringlesVersion: 13.2.1

GarbageI would like to give them my money, unfortunately it's impossible. Check-out doesn't work with neither Apple Pay or directly registering my credit card, so dumb, so frustrating... Guess I will habe to keep giving my money to Amazon 🤷🏻‍♂️🤷🏻‍♂️ never seen an app were is so difficult to BUY. 🤦🏻‍♂️.LFkngsVersion: 13.2.1

GlitchySo many times I go to check out and it won’t let me! It’s very frustrating. They have lots so much business from me because of this. It’s such a slow app.BoBetty9Version: 13.2.1

Frustrating.Can’t even log in.. it’s been like 3 updates and i can’t even log into the app. have to book appts through the website instead..Lakeland20Version: 13.2.1

Terrible AppAlways have issues with checkout. Like ongoing for years. You’d think they would make it a priority to fix such a big issue regarding lost sales. People like to impulse buy. Not be forced to shop in store or elsewhere...Jellybeanqueen25Version: 13.2.1

Not for CanadiansYou can book an appointment and get the discount vouchers but NOT for ordering shipping nor pick up.AMWilsonAVersion: 9.1.2

Can’t order in CanadaGreat coupons, but they mean nothing if you want to order in Canada You can’t enter a Canadian address for pick up or delivery.AVC2000Version: 9.1.2

Surprisingly terrible for a large box storeI want to use this app, I collect points religiously and would *love* if it was possible to use it to shop online sales and complete a purchase (seeing as I input my payment details), browse categories for items, see my updated points, things like that. All of which are offered, none listed work. I have to use the mobile site to even arrange an instore pickup. I want to use this app, please fix this app. As per it’s currently functionality, don’t waste your time. Access the website on a browser of some kind..Jenna JJ SmithVersion: 9.1.1

App needs technical update with assistance.Having many pets & having credit cards hacked and no understanding of apps makes it too hard for older people to shop online not fair in store shoppers don’t receive the deals for coming in store. Don’t recommend..Poodle/PiggyVersion: 9.1.2

CanadaDoesn’t work for Canadians, can only order to the US even though it allows you to pick a Canadian home store.Divna9Version: 9.1.2

App is not friendlyI could not access the app in Canada. It shows the location but when I click on the location it goes back to the app, when I try to add the mixed breed there is no place to do it. Is this a Canadian store.?.Mulder 1Version: 9.1.2

Doesn’t openLooks like doesn’t finish the update and doesn’t open either.Dawny-JVersion: 9.1.1

App is broken now.Fix the no load red screen already🤦‍♂️.Lazzy_JVersion: 8.15.0

Garbage - Takes you to US site onlyThese morons put an app on the Canadian App Store that connects ONLY to the US Petsmart, where your Canadian Petsmart login credentials WON’T WORK. Canadian and US login credentials are not interchangeable. You will get an error message that says “account doesn’t exist”, but if you use your Canadian login on Petsmart.ca, it works fine. Another example of a U.S. corporation treating Canada like it’s the 51st state, so if the app works in the US, it must work in Canada too, right? Hey Petsmart — if you want a separate Canadian-only login system for your Canadian customers, you might want to release a Canadian-only app. Idiots..Hamsterboy111Version: 8.13.0

Postal code doesn’t workAny postal code results in invalid postal code error..CluelessNianticVersion: 8.13.0

Useless if you live in CanadaYou can’t even use this app if you live in Canada so don’t bother..DkksksskksksskkaVersion: 8.13.0

Horrible appMade an order on the PetSmart app for delivery with door dash. Not once but twice the app or DoorDash decides to change my address than I originally put. i didn’t know until the driver called asking where I lived. DoorDash end has a completely different delivery location than what you put on the PetSmart app. Buyers beware of using this app. It’s super inconvenient and cause you to lose so much time in the end. They make you drive to the store. When I paid for delivery. Make that makes sense please..EvablazinsVersion: 8.12.1

What's wrong with the app?!I have an account but this app never let me login in, saying incorrect email or password, which works on website. The worse thing is now even the website doesn't let me check out and the problem remains unsolved for months... Guess Petsmart wants me to quit membership??.RayingtaVersion: 8.11.0

Do not have country settingsI’m in Canada but the app by default is for US and there is no way i can change the country and currency!!.DdtpjmVersion: 8.11.0

HorribleTheir app is faulty and the customer service makes you do all the work if your online order is wrong. Don’t order online. Save your time and money. If I could give 0 stars I will. Thank me later for the heads up.Momotan0107Version: 8.11.0

GarbageFrom reading through reviews, I see the issue with ordering from Canada has been a problem for years, yet nothing has been done to rectify it. The app is also full of bugs..Zed77665544Version: 8.7.1

Buggy and horrible storeWaste of money. Buy through Amazon or local pet and livestock supply stores..WHARSMEFEWDVersion: 8.6.0

Annoyingly badFix the bugs, please. For DAYS it says my cc info isn’t correct, when in fact, it is! What is the point of the connivence of shopping online when I can’t even make purchases. Along side that issue, the app is always so slow and at times inaccurate in terms of stock, pricing, etc..DefnotJamesVersion: 8.5.0

🙄This app has never been able to work with Canada post code, always ask for zip code I’ve been ask multiple staff for help none know how to fix this App’s problem ! And they get rid of the discount play game which make this app more useless.咘咕Version: 8.5.0

From very bad to worst everBefore at least you can edit name , weight etc lately not even recognizing log in , doesn't allow you to save the information so every time you have to go to the website and book over there , it's very annoying, they should delete or start from scratch this app.Ierick11novVersion: 8.5.0

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