Horrible Customer Service (Online Order Review)
Placed an online order. Set to be delivered before 5 PM (PT). App showed driver never leaving the store, despite the app updates saying he was “on the way to the store” or “on his way to you with many deliveries”. 45 minutes past the latest delivery time, I called the driver - no response. When I called the “team member” to get an update on my delivery, I was told that the driver has my order but had a lot of deliveries and if I don’t receive by this evening, I could call the next day to get a refund. I said, if he has my delivery, why can’t I get my order today? Turns out, driver was lazy and hadn’t been keeping up with his own tracking to update the app. But the team member didn’t tell me accurate information either. Done with this company.
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Ridiculous
You have the worst app I’ve ever seen. It never works, it takes forever to load anything and I have every reason to believe you don’t care because you never fix the stupid thing. It’s as good as your same day delivery option. Between your app, your store, your pitiful delivery service aka DoorDash you’ve made me hate everything PetSmart. I wish Chewy had real stores here because I would never shop your pathetic store again. UPDATE: I’ve officially had enough with the customer service and the app. I have cancelled my last order and I’m in the process of deleting my account granted you seem to be making that even impossible to do for whatever reasons you have. So congrats there’s room for a different VIPP bc this one is gone for good!
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Useless!
The app glitches CONSTANTLY! I can't order through it anymore because it freezes-ip! I've turned my phone on/off, closed the app/relaunched REPEATEDLY... CANNOT PLACE AN ORDER! Fix it already!!
Lin
Many times same day is next day, that doesn’t help me. Also I choose my order go to check out then it tells me item is out of stock ?? I’ve go to the store and guess what , no it’s not.
Please upgrade the app
I hoped to use PetSmart instead of a competitor for canned food autoship, but found the PetSmart app impossible to use. Looking for a specific product, when I finally was able to get to the correct brand, none of the options gave the actual name of the product (Funk in The Trunk). It gives “grain free, pate” for various styles, with can pictures so small the name is difficult to see. Search for Funk, it does not come up. Use the “go back” arrow, it takes you all the way back to the main menu. I gave up, went back to the competitor site, which is remarkably easy to use.
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Sucks
Get it right before using it
Decent enough but the pressure to sign up for auto ship is annoying
This app is useful if you like to order ahead and pick up at the store. The rewards program sometimes has good discounts. The biggest drawback is that the app will occasionally nag you to sign up for PetSmart’s autoship service. The only way to stop it is to contact customer service. PetSmart, please make it easy to opt out for those of us who prefer brick and mortar to online shopping.
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Do not use this app
App will debit your account and then give you an error message saying that an issue occurred and your order has not been placed. It takes days to get your money back. Absolute ripoff.
My dog came out crying she was so beat up
I have had 2 of the worst grooming experiences ever. She cut the hair all zigzagging with no fluidity
Luckily my dog is so wonderful nothing could make her less beautiful
Her pads were raw from. The trimmer..her neck had areas scraped up her eye spot ah BBC’s
All
My
Luckily my dog is so wonderful nothing could make her less beautiful
Her pads were raw from. The trimmer..her neck had areas scraped up her eye spot ah BBC’s
All
My
Glitching all the time
The app is always glitching and very difficult ti check out.
New update
New update is HORRIBLE!!! The app searching is so bad now.
Junk app
Again, update after update to change absolutely nothing. Get rid of your auto-ship feature when buying product in stores. I don’t want your garbage emails nor do I want to use your garbage shipping service
app got better
cats need the same amount of deals that dogs get
Apple Pay error
The Apple Pay option has a bug. It insists on changing my correct delivery address and will not accept it.
Cannot use checkout
Petsmart is a joke. In Nov 2025 a fraudulent transaction was made on my account — they didn’t do anything about it but blamed me. Since I reported it to them, they failed to reverse it, I went to my bank and got my bank to investigate it and reverse the charge. Petsmart has now blocked me from making any online transactions. They call it “precautionary” measures but really it’s their inability to protect their customers accounts from fraud and theft and as a result, penalize their customers by not allowing them to use the online ordering. I will never choose or recommend pet smart again. Kick rocks.
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New update US-only
The latest update won’t allow for Canadian billing or shipping addresses.
Prices
Your prices are not the same online as they are in the groomers salon. Your online ad doesn’t mention a different ad on for weekends and why is the customer charged for the shampoo you are using for your salon? I was charged 10.00 extra for the shampoo and I was charged 6.00 for weekend fee for the Bath/Brush.
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Can be better
This app doesn’t show particular brands. Specially the ones I buy. Rarely shows the inside sales either. Needs some better work around.
SO GOOD
I never write reviews but their point system is so good compared to Petco my pickup orders always ready quick and when I called cuz I ordered from a store that was closed by accident they gave me a refund right away and their cheaper too I love Petsmart way better then Petco period
Error codes
I’m receiving an error code each time I try to log in.
