Leave a Review Petco
Good app if you don’t get locked out
So they updated their password requirements, but no mention while trying to sign in . I am locked out and I try my 2 emails but neither gets a reset password link , bizarre, but I do not give up trying 50 minutes reset both in case and waiting, nothing.
I call customer service to see if they can reset password, after 30 minutes they tell me they did reset but I have to wait 24 hours for it to go through and petco does not give them access to give temporary. So it took me 2 days to order cat food from site. When I finally login they have increased password security. I feel like it should have let me use my old one but once in then make me update. Oh well in now, the world seem right.
Customer service guy so nice he says I will give you $10 for pain, in app I do have $10 now bought kitty toy , with cat food, in case I get locked out again, that way I can watch kitty play around while I wait for password to be reset.Show lessBeckiebo
Disappointingly poor shopping experience
Most operations in the app are extremely slow, expect to see a loading icon constantly. Searches give results that are overly broad and the available filters are rarely what I want. Vital Care Premier discounts/gift rewards are inconsistently applied and having to individually load a bunch of $5 rewards while I’m standing at the register in the store is obnoxious. The in-app checkout experience is very inconsistent when it comes to handling the premium subscription service - for example discounts aren’t applied across all variations of a cat food, loading rewards is always tediously slow and sometimes doesn’t work for a reason the app doesn’t bother explaining. It really really wants you to opt-in to same day delivery on repeating orders and I do not understand what the benefit is to me as a customer, I don’t want to have to tip a doordash driver for a delivery I scheduled weeks in advance. I like the vital care discounts but using the app is always so tedious that I question whether I should renew every time I’m forced to interact with it. When you cancel a recurring order you are forced to say why and there’s no option for “cats are fickle and my dudes don’t like this flavor anymore”. Whole thing feels like the app and ecomm teams need to be given time to go fix the mountain of bugs QA put in their backlog.Show lessKm2048
Terrible program, shady, business, and annoying app
This company and their reward program leads a complete bad taste in my mouth. They will reward you for spending money, but they will take that reward right back if you don’t go and take an extra step to load it onto your account. After they’ve already given it to you. And they only give you 30 days to do this. So if you don’t do the follow up to tell them, you want to accept the reward and load it onto your account. They’re just gonna snatch it away, so essence not give you the reward. I’ve already spent the money at the store. I’ve already done what they need to get it. They’ve already given it to me, so why do I have to take the extra step to avoid losing it. I’m sure they save a lot of money, it’s complete horrible customer service and again feels very dishonest. I would much rather go to a different pet food store with a different loyalty program. That doesn’t do what they can to act like they give you the reward but not really give it to you. I want to trust the pet store that I go to. I wouldn’t even go to the store anymore, but the closest one to me, but I am looking for other stores in the area. If Petco could stop being dishonest and treat me like a valued customer, then I would be glad to be even more loyal to them.Show lessPetco being difficult always
Developer Response
Hello, we're sorry to hear about your experience. We truly value your feedback and are actively working on addressing the issue. To help us investigate this, could you please provide more details at apphelp@petco.com? Thank you! 🐾Needs improvement
Recently got a puppy so had to get everything from scratch.
I personally use a lot of apps for a variety of things but this one needs improvement. Who came up with the grand plan to put the search into the middle of the page? Absolutely not intuitive nor user friendly. Search/ filter are offered but not doing the job. They ain’t doing what they are supposed to do. Not interested in seeing your out of stock products either. When you cancel my product order because it’s unavailable do yourself a favour and remove it from your site. All these factors are annoying and ultimately driving me to competition.
Not interested to see how many of the offered services I tick off the list. But the ones I actually take advantage of like puppy classes are not recorded. Microchip section allows for purchase but not to add existing one which would be rather helpful for quick reference. Same for vaccines. I could put them all in there so I’ll get reminded of refreshers.
Loads of customers are saying the same things on feedbacks. Do something about it. There is plenty of competition out there.Show lessldvta
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.Show lessAyyyeeeeeeeeee
Often frustrating
This app does the basics okay, but is also incredibly frustrating for shopping. The filter system is terrible. Even if I turn on the filter for “pick up in store (specific location)” it shows me options that are delivery only, or out of stock, so I’m still searching through hundreds of options. IN ADDITION, and this is even more irritating and makes me want to quit the app forever, Petco is currently running a promotion in which you get 10% off for ordering more $50 online and picking up in store. Well, I added items that, according to the app, WERE AVAILABLE AT MY LOCATION. But when I tried to check out, 7 TIMES, each time it said a different item was”unavailable” at my location. I hadn’t tried to order like 25 of anything. It was like 2 single packets of a brand of cat food I wanted to try. Or 1 can of duck pâté. Or 1 pouch of food topper. Or 1 variety pack of cat food. 7 times I was unable to complete my order because it told me 1 thing wasn’t available. So I would delete that item and try again. Only to be told 1 other thing in my cart was unavailable. Only to be told 1 other thing was unavailable. And so on! INCREDIBLY ANNOYING! Either make it clear as I shop that items are or are not available, or at least tell me everything that’s unavailable at once!! If I hadn’t wanted the discount, I would have given up and gone to Petsmart. Do better, Petco. I’m deleting your app.Show lessBb345bb
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.Show lessstephonicle1
Developer Response
Hello Steph, thank you for your feedback, and we apologize for your inconvenience. We continuously strive to provide the best user experience and improve our performance. We'll look into adding "Favorite Filters" and "Wish List" features into future updates. If you have any other suggestions, please reach out to us at MobileAppCustomerService@petco.com with additional details. Thanks!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.Show lessSillyror
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.Show lessZan2004
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.Show lessGusterTheGusBus
Developer Response
Hi there, thank you for taking the time to let us know about you experience. Please reach out to us directly at MobileAppCustomerService@petco.com so we can provide you with the right support. We hope you will give us another try!
