What users complain about in PetSmart

Bugs when checking out

It seems like there are always bug on this app when trying to buy stuff. It keeps asking for my address even though my address is correct and entered

Glitchy

This app is so difficult to use. I try to put something in my cart and it just spins and spins. Drives me crazy - especially when I can’t get to the store and really need more cat food

Glitchy, slow, terrible

The app constantly freezes when you search, add an item, change a quantity…ANYTHING. I have to close it and reopen it over and over again just to add items to my order. Incredibly frustrating.

Update Broke App

I can no longer activate treat rewards, which is ridiculous to be something I’d have to do… why not just automatically apply applicable rewards. Beyond that pages don’t even load content. Worse is I go onto mobile version of website and it just pushes you back to the app. What a terrible experience.

The worst app

You can’t edit pet information or add a new pet. It makes you put in all these details and then when you click “Save”, nothing. And this has been a problem for over THREE YEARS!! They know it’s a problem and refuse to do anything. Not to mention, if you have multiple emails associated with your account, you apparently have to call the corporate freaking office to get them removed. You can’t just delete an account or email, regardless if you use the app, the website, or go in the store. I don’t know what updates they keep making us do through the App Store or what “bug fixes” they’re taking about cause it’s been the same POS app for years and nothing has changed. Not sure who works for their App development or UX/UI team, but they’re all severely overpaid.

Autoship problem

Unable to cancel an autoship once it begins processing. Also no way to cancel using this app ALL future autoship. Tried the only phone number but no 24/7 support.

Glitch app

Worst experience ever confirmed new address prior to ordering items still shipped to old address even after updating address book

Horrible

Now my kids want a snake instead a kitty so I tried to remove to cat stuff in the cart but I does not remove

Poor app

Difficult to use to find where to change the password after you allowed my password to be compromised.

Shopping on app

The shopping feature on the app leaves a lot to be desired. When searching for things that I know are available for purchase through the app, it will often say that it doesn’t exist and when I’m actually able to get to the checkout there’s inevitably some kind of issue on their end with payment or address or pricing. I always leave the app frustrated even when I can get what I was looking for because it was such a pain to get there.

Awful

So inconsistent and difficult to use! They offer discounts but refuse to apply them at checkout. It’s largely a waste of time! If I could get the Hills science elsewhere I would

Can’t book an appointment

Seriously PetSmart. You have an online booking process that you aren’t able to access. Fix this please!! It hasn’t been working for 72 hours. Jesus

Update ruined site!

I have taken all three of my dogs to Petsmart for years. Zoe has been grooming them for several years. All of a sudden with the most recent update, all my pets are out of the system. When I try to ADD them, it says they’re already on the system. WHERE ARE THEY? Please correct this ERROR! I have to CALL the Martinsville location to book an appt now, and it’s not convenient! ADD MY PETS BACK INTO MY ACCOUNT!

Glitchy-dropped all my dogs

I can’t book a grooming appointment because the app dropped all of my dogs and won’t let me add them because they’re already on my profile? How does that work?

They broke the app!

App used to work fine. You were able to book appointments no problem. You can no longer book appointments and it’s been like this for 2 months. You are hurting the business, fix this asap!!!

i hate petsmart so much.

returns are so difficult, the basking rock i ordered for my bearded dragon came broken mind you i paid 50 dollars for it because i wanted it that bad. i went on the app to see how i can return it or get a replacement and found out i have to call and send it back but if i did it that way they wouldn’t fully refund me and they’d take my money to send it back with no replacement?? my only other option is bringing it into a store but i ordered this because i cant drive, i live in a small town and there’s no petsmarts nearby so i guess im just out 50 dollars.

DOES NOT WORK

App is slow , doesn’t add anything to my cart and always logs me out

Payments

Hard to order online with app. Have to delete and work thru website and REENTER payment method and card info each time. Extremely frustrating.

Awful app

Constantly crashes and freezes.

New update

It says my pet already exists but is not anywhere for me to select and wants me to add a new pet. Cannot schedule a grooming appointment

DON’T USE TO BOOK GROOMING APPTS

Firstly, if you make an appointment and bring your animal in, they will stick your poor pet in a cage every time a walk-in comes in. So if you make an appointment, you’re not a valued client; you’re a second class citizen. (So much so that my dog’s blood pressure was so high that she could not stand.) Secondly, when they closed for a snowstorm in Vestal NY they didn’t call me so I drove there in the snow like an idiot because I couldn’t get them on the phone.

App used to be great

Recent updates removed the ability to use the animals under your profile for grooming appointment requests. I absolutely refuse to enter all of that information for each dog each time. There is also no easily found way to contact them about it the app, only the website. Fix that and I’ll update my review.

Rebook Last Grooming Appointment Fails

So I’ve been using this App for several years. It’s never been great but has some benefits. I primarily use it for booking my dogs grooming appointments. I like the option to rebook the last appointment but it just hangs and never proceeds on iOS. Please fix this as it will save users a lot of time!

Completely Unuseable

I have used the petsmart app for a few years and it is alright for most things. Recently, however, I have been completely unable to add items to my cart, change quantities of things in my cart, or add a new payment method without the entire app crashing. I have been unable to order anything. Extremely frustrating.

App sucks

Can never add a pet can never pay your bill online. The app absolutely sucks.

Shopping cart not working

Please get the shopping cart to show as i tried several times to place order on the app and the cart just cannot load

Very Slow

The app is slow to load

Terrible User Experience

The app is slow. I have good connection and the latest iPhone. I try to make an appt for my doggo’s grooming and it doesn’t recognize his saved information. I try to re-enter and say that his information is already in the system, but I don’t see. I’m force to call to make the appt as there is no way to proceed.

Garbage

This app is and always has been glitchy AF. No update has ever improved it. Works maybe 1 out of every 10 times I try to use it.

The worst app

This app & their website hardly EVER work. I have pretty much switched to Petco exclusively because their online systems are better. I am disabled & I am not able to go to the store in person so I rely on delivery/online.

Are you joking?

How this app gets a 4 is beyond me unless someone is pumping 5 star reviews. It is completely hot garbage that never works properly. Is someone totally vibe coding who has no idea about how to integrate systems and thoroughly test? Only reason I use PetSmart at all is I like my dog’s groomer. This app ain’t smart.