PetSmart
3.7 (56.2K)PetSmart LLCUpdated Mar 2026
The PetSmart App is a great resource for every step of your pet parent journey!
Pet parents looking for a convenient, all-in-one solution to manage their pet's shopping needs, grooming appointments, and boarding reservations.
What Is PetSmart?
The PetSmart app serves as a comprehensive digital ecosystem for pet parents, bridging the gap between physical retail services and e-commerce. It is designed for pet owners who require a unified platform to manage shopping, grooming appointments, and boarding reservations. Currently, the app holds a strong category position, ranking #17 in its Shopping sub-category and #75 overall in the US App Store.
Despite its robust feature set, the app is currently facing a critical technical crisis. While its value proposition—integrating services like Doggie Day Camp and grooming with retail—is a strong differentiator, the user experience is severely hampered by checkout failures and stability issues. The app is failing to convert its high-intent user base into successful transactions, creating a significant vulnerability that competitors can exploit.
Media Gallery
PetSmart Key Features
Browse and purchase pet essentials with options for curbside or in-store pickup in 2 hours or less.
Earn points on merchandise, services, and charity donations while managing tier status and account details.
Book and manage appointments for grooming, Doggie Day Camp, and PetsHotel overnight stays directly in the app.
Schedule, modify, and track recurring deliveries for pet supplies.
Tailored offers and educational content based on the user's specific pet family profile.
User Sentiment
High confidence · 99 reviewsWhat Users Love
In store great service
everything about this store is outstanding. especially the people!
Prices are among the cheapest for food and litter
Great prices!
Pain Points
every time I try to place an order in the app it gives a generic error message.
Can’t input any kind of payment, so best of luck ordering anything through the app
App is buggy and seems to get wonkier every month.
It’s always a hassle and I end up having to login on my desktop.
Is PetSmart Free? Pricing & Plans
Model: free
The app functions as a utility and commerce bridge for the physical retail business, focusing on customer retention and loyalty rather than direct subscription revenue.
App Store Performance
| Category | Chart | Rank | Change |
|---|---|---|---|
| Shopping | Free | #17 | ▲13 |
| Overall | Free | #75 | NEW |
PetSmart Pros and Cons
Pros
- Strong integration between physical services and digital retail
- High brand recognition and loyalty program integration
- Competitive pricing strategy for essential pet goods
- Effective use of personalized content
Cons
- Critical failure in the checkout flow preventing revenue capture
- Poor app stability and frequent crashes
- Aggressive forced-update policy causing user friction
- Disparity between high-quality in-store service and low-quality digital experience
Market Outlook
Growth Opportunities
- Capture market share from competitors by fixing the checkout flow
- Improve the 'Autoship' experience to increase recurring revenue
- Leverage high volume of store visits to drive app adoption
- Expand digital-only loyalty perks
Market Threats
- Competitors like Chewy and Petco capturing frustrated users
- Negative reviews damaging digital brand reputation
- Technical failures leading to direct revenue loss
- User churn due to forced update fatigue
The Bottom Line
PetSmart is a frustrating shopping app that is completely free. With a 3.7/5 rating from 56.2K reviews, it frustrates many users from users. Users particularly appreciate in-store experience, though checkout and payment failures remains a common concern.
Best for: Pet parents looking for a convenient, all-in-one solution to manage their pet's shopping needs, grooming appointments, and boarding reservations.
App Details
iOS Version
14.4.2
Android Version
14.4.1
Release Date
Nov 18, 2016
iOS Price
Free
Android Price
Free
Developer
PetSmart LLC