While PetSmart doesn't always post the lowest prices or sell every product online, reviewers have complaints about orders and customer service. PetSmart beats the competition in pet care with on-site veterinary services, boarding, day care, and grooming in many locations.
The few PetSmart reviews posted online are quite upbeat about the stores, the website, the product selection and services. Our own PetSmart review found that prices, on the whole, are higher here than at Petco and the website slightly less user-friendly, but there is greater availability of veterinary and other pet-related services at brick-and-mortar locations.
In comments posted at Site Jabber pet owners commend the stores' appearance, the ability to shop with a dog in tow, the grooming services, and the array of pet treats and practical products. PetSmart reviews at Reseller Ratings comment on the timely delivery of products ordered online and the good customer service; one shopper tells of receiving a 30 percent discount on a cat tree that arrived with a broken base after a representative suggested a way to fix it after having first offered a full refund on a return. We read a few negative remarks, as well; one customer says rats purchased were unhealthy but were successfully treated by an on-site vet, another gripes that the vet suggested high-priced prescription food and dog lodgings seemed depressing, and a few express irritation that some items shown online are only available in stores.
Reviews indicate that shoppers find PetSmart prices to be reasonable, and like the competition, the chain retailer runs ongoing e-commerce sales. Many discounts are exclusive to members, however, or apply only to items purchased in-store. The site offers shoppers free shipping on orders of $60 or more. And the PetSmart loyalty program, PetPerks, entitles members to special deals and customized email alerts. Pet care guides, with information on nutrition, training, safety, and the like, are freely available on the company website.
Many PetSmart stores are one-stop shops for pet needs beyond the practical and fun necessities. These locations offer veterinary care, grooming, and dog training and lodging/daycare. PetSmart maintains a partnership with Banfield Pet Hospital, which operates more than 800 locations, the majority of which are based in PetSmart stores. Banfield vets conduct a full range of medical services, from comprehensive exams to diagnostic screenings and surgery. Dog and cat owners can purchase a wellness plan that, for a yearly fee, entitles the animal to preventive/wellness care such as routine vaccinations and free office visits; the three plan levels cover an increasing number of services and each can be customized with additional services for an extra fee. Other in-store services include grooming for both cats and dogs (bath, hair brush and comb, nail trim) - with prices dependent on breed; all-day and overnight lodging for dogs; and dog training in six-week group courses (at four levels) and/or private sessions (group classes cost $119 and private sessions are $89 for an hour, with a slightly lower rate when purchased as a block of four).
If the demand for pet-related services is a higher priority than cheap prices, PetSmart is the place to shop.