Leave a Review Petco
Items not available through app
Regular items that I buy in person every week or two are not available through the app. I did call cust serv to let them know the items (Large SuperWorms by Timberline and live crickets by the dozen) cannot be found. The available 1000 count crickets and worms don’t make sense for a consumer with a single pet.
They are staples for reptiles, my chameleon thrives on these worms and crickets. I shop 20-30 times a year for these and have for years. They seems like good candidates to be included considering I have to time my visits to get these before they sell out- there is always demand.
So pretty clear, the app has no value if items are not available. Loading complete inventory and specific availability for a particular store is a no-brainer and the minimum standard for a retail app. Across the board from auto supplies to delivery and restaurant apps this is the de facto way to go.
So this very regular customer gets no value from the app yet. I will reinstall it again someday to see if items are available in the future.Show lessAlexTambascio
Not a Good User App Experience
PayPal Integration doesn’t work very well (read: at all), repeat delivery orders with “free shipping” still charge almost $6 for shipping when you check out. These are issues I’ve had multiple times over several months. It is so difficult to checkout that I just give up! You’re losing money with your extremely poor user experience, Petco. Even when I went to put in my credit card, it said the number was wrong (I triple checked and re-entered twice). Also, the inventory doesn’t match the store at all. I purchased a litter box and matching hood for curbside pickup, and the associate tried to give me an XL top for a large box. Luckily I paid attention, and then she informed me that there are no large tops in stock. I could have saved time and just gone to another location. This has happened to me once before about a year ago, and I thought that for sure it would be fixed by now. For such a large company, you need to invest a little more into your development.Show lessabrantley88
Some Suggestions
Happy to see this app continuing to evolve. I still think creating the pet family isn’t user friendly.
When I select the grooming service, the drop down menu prompts me to select my dog. One of my dog’s name appears twice and there’s no option to edit/delete. It doesn’t seem tied into the dog/cat family feature (although it seems that it should).
Ability to make an appointment for multiple pets in one session would be ideal rather than getting a message that states I have to call the local store to book an appointment for multiple pets.
Ability to select more grooming options like just nail trim and buffer. Currently the app requires the user to also get a bath. One can call the store (or just walk in) for a nail trim but that option as a stand alone service doesn’t exist in the app.
Also would like to see improved filter capabilities. User should be able to select a category and then filter further to see items in that category available at a user-defined store/location. As it works now, the user can select to filter by availability and choose “in store” and that seems to be an option of “generally being available in Petco stores” because I found that it would show it was not available at my local store even though I filtered to in store via the availability filter.Show lessjamesmckee
Better than the website but
I added my dog with all of the information on his profile like breed/size, then tried to set up a grooming appointment which requires the same information but the list does not include his breed. It would be nice to be able to upload a copy of his vaccine information.
When searching for items for purchase, it would be super helpful to see an out of stock graphic instead of having to click on the item to find out it’s out of stock.
It would also be great to see the range of prices if an item has multiple different prices than just the highest price in the search results.
It’s too bad that the app does not include Apple Pay as a payment method.
I tried to report these things to the app team but the link on the App Store just takes you to the main help page for the website, which does not include app feedback.
I made a grooming appointment a few days ago for my short haired small dog in the app. I went into the app today and chose him to make a follow up appointment in a month but the price has increased; I called the groomer and they said that price was for a long-haired dog and expressed frustration with the app. I can create another dog in the app with the same information and it’s the price I paid the other day. I called customer service and after putting me on hold she told me that I could not rely on the prices in the app. 😐Show lessjulesagogo
Good but room for improvement
This makes searching for products and shopping online so easy and convenient. But everything takes so long to load on this app, doesn’t matter what device I use or what WiFi or data service I’m connected to. Also, the app will not reflect my Pals Rewards information. It simultaneously shows my Pals number, but also acts as if I am not signed up for Pals and does not reflect my points or rewards. I have to log on through a web browser to see all this information. I wish there was also an option to select items already in cart for repeat delivery at check out, instead of having to delete the item from the cart and add it back in with that selection. Also, if I want to see in-store availability for a product, it instead just sends me back to the app home page instead of giving me the information I clicked for. Has potential, but still very glitchy and frustrating.Show lessNekocop
Little frustrated
Recently I moved and got notification there was a problem with my payment for my repeat delivery? I called Petco to get it straightened out with my new address and not only received my original repeat offer but another single order. Ok I have plenty of food for awhile and went into the website to fix the duplicate order. Then I received another email saying there is a problem with my payment (again plenty of money in the account). I called again and they said I would need another payment type. Nope that’s not working for me. She sent me through to an automated system to enter my payment info again. In frustration I hung up to deal with it later and then received a cancellation email? Good news I got a 20% off coupon to return for repeat delivery. I’m giving it one more try to see if this gets straightened out otherwise I will go through PetsmartShow lessbad repeat delivery
😬😬😬
I put a rush on my order so I could get my house set up in time for my dog’s adoption. Got an email the next day saying that my stuff would be showing up on Friday. Adoption is on Tuesday. I checked multiple times to make sure I chose next day delivery on the app. Also, the app does not make it very easy to change your items from delivery to in-store pick up. In fact, none of the items I chose to pick up in store actually made it there. Everything went in the box that was being delivered four days late. It took 30 minutes of holding to get on the phone with a person in customer service. I ended up having to re-order everything a second time in order to get it in time for my dog to come home. The person I was on the phone with said she was adding multiple coupons to my account In exchange for the inconvenience, but those haven’t shown up yet.
Also, the digital inventory does not match the actual inventory of a store. I was collecting barcodes at my location to create my shopping list, and it would tell me that the item wasn’t available in the store, even though I was looking at that item. In the store. So I can foresee that making pick up orders super inconvenient. Overall, this app has caused me to be pretty stressed out for most of my day. Hasn't been super kind to my bank account today either.Show lessMBKmused
Developer Response
Hello, This is an unfortunate series of events and we truly apologize for your inconvenience. Please reach out to us at MobileAppCustomerService@petco.com with additional details (email, address etc) so we can further look into your issue and make sure this gets resolved quickly. We hope you will give us another try. Thanks!What in the world?
I placed an order for cat food to be delivered every three months. I entered my address, phone number, card number, and everything correct. It even gave me a confirmation email and everything was fine. My card was charged the right amount. A little while later, I realized I needed the cat food every four months instead of three. So I went to change it and the app glitched. A couple hours later I get another outrageous charge on my card so I call customer service. Customer service sounded like they were throwing a party in the background so loud that I couldn’t hear my representative without shouting. Apparently my phone number was a bunch of 1’s, my address was 123 Street, and my email wasn’t listed. We got that sorted out and I was refunded the money for the glitched second order. I got several emails telling me different things on my account were changed. I honestly don’t know if I will be getting my bag of cat food at this point. The surplus of emails confused me. I don’t want to have to call the center again, and I’m pretty disappointed with the app. Next time I’ll try a computer because these developers don’t know what they’re doing. Or I’ll just resort to chewy. Their prices are a little more expensive, but I bet their app actually works.Show lessKenzie N
Developer Response
Hello Kenzie, thank you for your feedback and we apologize for your inconvenience. We will look into your issue and use this input to provide a more seamless experience for managing your repeat delivery. Please look for future updates as we are continuously enhancing our app. We truly hope you will give us another try. Thanks!Rewards/BOPUS/REWARDS CARD
As an employee the app is amazing to use to find products easily online for my customers! There needs to be an option for BUY ONLINE PICK UP INSTORE on the app. It is very important to help our customers to find the products available at another store if not available at the current location they are in. PALS REWARDS: on the app it now only gives you the option to load only which sometimes does not work. Under the pals rewards column it needs to give you a “load” or “barcode” option so you can show the barcode of the reward on your phone. This option will make check out experience better and easier for customers. The app needs to have an option to add the rewards card into Apple Wallet. Petco stores do not give out physical reward cards anymore and this will help customers at checkout when it is on their mobile device.Show lessAlice22187
Glitchy
This app is pretty glitchy to say the least. If I have to see “Ruh Roh” one more time, I’m pretty sure I’d chunk my phone. Randomly the app doesn’t allow me to login, however, it works on mobile site. Using same credentials. Rewards loads a dead page that is all white. Nothing happens. If it’s supposed to mean that I have no rewards available, then design an empty state otherwise I assume it’s another glitch. Adding the pet profile at the very beginning stage is not cohesive with the rest of the app. Looks like it was designed in a silo instead of thought through holistically with the rest of the app. What does work one the main shopping experience is smooth and clear for the most part. However, the functionality is pretty basic for a native app and I’d like a reason to use it and not feel like it’s just another mobile web site. But before that can occur, fix the major bugs!Show lessSteffer the Heffer
