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Glitchy all the time
I’ll start keeping a log of every glitch from now and posting it here but I encounter issues every time I log in. Today, it logged me out and when I try to enter my password it loads then erases the password. I’ve hard reset the app and it didn’t fix it. I had to delete and redownload the app. I had to do the captcha thing over 15 times and it still locked me out. It said my password “expired” so no I have to think of and remember yeet another password. On 9/8/22 I had a coupon that would unlock today for the free groom on the punch card and when I went to use the coupon it was expired. When I clicked the punch it had todays date. So the punch was marked as expired as soon as the punch was made. Yet another issue I’ve had with this app. The fact it has an almost 5 star review is astounding. Why would the free groom coupon expire the same day it was given?!Show lessCamo119
Log in error
I was trying to get my free bag of dog food today. The app is so busted that it wouldn’t even register my attempts to log in. I had to completely remove the app from my phone and phones history then reinstall. It still wouldn’t register log in attempts (it would refresh the page when I pressed the button, no incorrect password error or anything) but then it let me bypass by trying to sign in through google which finally flagged the app that I have an account and only then could I log in. This in whole took like 10 minutes in the middle of the store. If the free food coupon was available on the main website it wouldn’t have been a problem. But it’s not.
This isn’t the first time I’ve had massive issues with the app. The only reason I know the trick about uninstalling and clearing it from download history is because I’ve had to do it 4-5 times in the past when it would get stuck on the blue “petco” loading screen and the only way to get it to actually load the app was to reinstall from zero.Show lesskrosemoon
Petco does some things right - could use improvement
The app is much better these days - it does not freeze up or refuse to make changes to my account - something that would happen frequently in versions of old, causing me to have to visit the desktop website. 2 things would vastly improve my experience and guarantee you more sales.
1. Under orders or “buy again” - merge these categories. Buy again doesn’t list repeat delivery items, even the ones I’ve stopped, and the orders tab lists a bunch of text info - I don’t want to click into every order to find what I bought in the past. Make it easier to find what I want and I will spend money. Waste my time and I’m going elsewhere.
2. Improve your search function. Apps and website live and die by this. If I search cat food, don’t show me results for dog food. Again, if you want me to spend money, get me what I am looking for quickly in front of my eyes, otherwise I will get discouraged and go somewhere else.Show lessA. Cortes
Updated app? Still bugging out
So it’s been about 3 days since I updated the app and since have been trying to place an order for pickup. There’s problems with not accurately reflecting stock, discounts not applying, and the app freezing when you go to check out. First, the app tells me his food isn't available at that store, so I change flavors, no problem. Then I go to my cart, my vital care 10% discount is supposed to apply automatically and isn’t. Then I go to checkout to see if it applies at the end and the app froze. So now I’m in the store and see that the stock is so inaccurately reflected on the app. I am on the phone with customer service and she can’t even get my vital care discount to apply and gets an error message when going to checkout. The only 5/5 experience I had today was the one woman through vital care customer service.Show lessThe ADHD learner
Very glitchy
Every time I open the app it asks me to add a pet, I’ve added all my pets but it doesn’t recognize that I have when opening up. This is just the start of the problems. When I try to search for something it starts glitching out and the screen flashes in and out of the loading screen rapidly until it finally catches up… for each letter typed.. 85% of the time this causes it to crash, especially if you type too fast. And by too fast I mean more than a letter every 20 seconds. From there if I’m looking at products and I click on one that’s further down in the search results and then go back, I’m bumped back up to the beginning of the search to scroll through everything again, leading back to the loading issue as pages of products load. Once I get fed up of struggling and waiting I try leaving the app and opening it in safari, which opening their website forces the app open and won’t allow you to shop on the website. This has caused me to multiple time switch to Petsmart for certain purchases. The app needs a complete overhaul and until then I’ll be deleting it from my phone.Show lessajmarks32
Developer Response
Hi, We apologize for the inconveniences you are facing. These issues should not be happening. We are looking into these, as we continuously strive to provide the best user experience. Please reach out to us at MobileAppCustomerService@petco.com with additional details or feedback (email, etc). We hope you will give us another try. Thanks!Mostly decent app
I find that the app is mostly ok with a few exceptions. It is very glitchy a lot of times and freezes a lot , especially when I am trying to save something in my cart for later or removing it or even just trying to review items in my cart(scrolling down)… As mentioned by another reviewer, the ability to filter fave pet foods would be very useful/ helpful/ time-saving. When I first open the app, it is slow to start/ is a white page for a bit, then it’s ok for a while but if you try to do too much, the app can’t keep up(goes very slow and the screen turns white and usually stops and closes the app itself/ crashes/ freezes, sending me to my regular my phone screen) other than the things fore-mentioned, it’s a decent app, it just need some fixes and then it’ll be a great app.Show lessRJL0822
Lackluster app, disappointing company
I haven’t been a fan of the Petco app for a long time. There have been several times I put in an order on their tediously slow app that has always run significantly slower than any other app I have used only to be told at the end that the app was “undergoing maintenance” or it would just stall out maddeningly and never go through. Then when going into the store and showing them this due to the usual 25% off (sometimes more, sometimes less) for buying online and picking up in store, the poor cashier would have to tediously go through and discount every item in my $200 orders, which I’m unwilling to do to someone. I continued dealing with all this frustration because I really loved Petco’s supposed ideals about truly feeding our pets what is best. Tonight, I received a notification from the Petco app, and instead of the usual “it looks like you haven’t bought treats in a while” etc etc messages, it was just this big advertisement for Science Diet. This food is one of the worst brands they sell, and I cannot stand that they’re sending out advertisements claiming this brand to be the best. I’m deleting the app and shopping elsewhere from now on; it is clear to me Petco is yet another company that views animal’s health as a great capitalistic gimmick. Very disappointing.Show lessMiss Padfoot
Developer Response
Hello, Thank you for your feedback and we apologize for your inconvenience. Please reach out to us at MobileAppCustomerService@petco.com with additional details (e-mail, any errors you receive, screenshots, etc) so we can further research why you are having issues slowness issues and problems checking out. We hope to hear from you soon. Thanks!Having problems
Logging in:
1.unable to log in via Gmail (I am only speaking on Gmail log in via app I have not tried other methods as Gmail is my primary)
2.even when able to log in there is no persistence in data or very short login sessions. Which is very problematic since logging in was a monster to deal with having to go through the first problem and deal with however long it took to get in. Especially when my first choice is Petco, when I have problems I dont just open the browser I open petsmart/chewy after.
Logging in through mobile browser does not present same issues. Seems to be with ios App only. Using the mobile browser does have its own issues such as long resource loading times but nothing major that would stop the page from working. I have no issue using thr mobile browser it's just a matter of me having the app and not being able to use as intended.Show lesso-vuong
Major problems with the Spa Club
Signed up for the Spa Club and Petco will not honor the membership and give me 2 stamps for grooming from appts in February 13th, 2022. I have 2 xl dogs that go every month for baths only, still costing $89 per dog which I’m fine paying as I receive excellent service from the grooming staff at the Vancouver, Wa Choklav location and I am trying to save money like anybody and thought the Spa Club would great to have a free bath here and there. Numerous calls to customer service. Very nice staff, but get different answers each time. Told I need to make grooming appts on the app, but there is a software glitch and you cannot book 2 grooming appts back to back. Faxed documents to support my issue multiple time to the Corporate Office and NOBODY responds. Terrible, terrible service. Fix your app or don’t offer the program. I would still appreciate a call or email back. I should be getting 2 credits towards a free bath for the month of February.Show lessUnhappy Spa Club Member
Can’t sign in or stay signed in ☹️
So this problem has been going on for a while. Specifically when I’m signing in with my Google account (which is the way I sign in usually). It started a few months back where I couldn’t stay signed in, I would have to sign in every time I wanted to use the app or check my auto deliveries. A little annoying but overall the app works great and I like how they carry everything I need. BUT something changed recently and now I can’t sign in at all with my Google account. It continues to try and process the sign in but it never does. I’ve attempted to sign in 4 times this week at different times, I’ve deleted the app and re-downloaded. Nothing seems to fix the issue! I have to use the website, which is a little less UI friendly. I’m a busy person and I don’t waste time on my phone so when I do things I like to click and pay. Please fix this with an update! I love spoiling my pet, he’s been a little more anxious with our move. So I’ve had to try distract him with little more this time around.Show lessluisleyva94
Developer Response
Hey, Thank you for your feedback and we apologize for your inconvenience. We are working on a fix for the google sign in issue mentioned. If you are still having this issue after downloading the next version (7.2.1), please reach out to us at MobileAppCustomerService@petco.com with additional details (email, etc) so we can look into this further. This version should be available within the week. Thanks!
