Petco: The Pet Parents Partner

User Experience Report

Week of April 9th, 2025

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

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Petco: The Pet Parents Partner

Top Insights This Week

Week of April 9th, 2025
This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.
It highlights trends and insights to help you understand what matters most.
Unlock All Insights
Sign In
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All Insights

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TOP INSIGHTS

A weekly roundup of Petco: The Pet Parents Partner's key feedback

1

App Performance Issues

Many users report that the app is slow, laggy, and often fails to load properly, affecting approximately 30% of users. This significantly hampers the user experience, making it frustrating to perform basic tasks like browsing or checking out.

The app is extremely slow and takes forever to load, making it very annoying to use.

2

Login and Account Problems

Users frequently encounter issues with logging in, being logged out unexpectedly, or having to create multiple accounts, affecting around 20% of users. This makes accessing the app and its features cumbersome and unreliable.

I can't log in and have had to create multiple accounts due to persistent login issues.

3

Rewards and Discounts Confusion

There is confusion and dissatisfaction regarding the application of rewards and discounts, with about 15% of users affected. Users find that rewards are not automatically applied, and discounts are inconsistently honored, leading to frustration.

Rewards are not automatically applied, making it difficult to use them at checkout.

4

Payment and Checkout Errors

Approximately 10% of users experience issues with payment processing and checkout, including unexpected charges and errors during transactions. This creates a lack of trust and reliability in completing purchases through the app.

The app shows errors during payment, and I was charged more than expected.

COMPETITORS ANALYSIS

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

#1 USERS CHOICE

Chewy
Chewy receives overwhelmingly positive feedback for its excellent customer service, fast shipping, and user-friendly app. Customers appreciate the convenience of auto-ship options and the wide selection of pet products. However, a few users have reported issues with order processing and account management.

#2 RUNNER UP

PetSmart
PetSmart's app is criticized for being slow and glitchy, with many users experiencing issues with logging in, checkout, and app crashes. Despite these technical problems, some users appreciate the in-store pickup option and the grooming services offered.

#3 Straggler

Petco: The Pet Parents Partner
Petco's app receives mixed feedback, with users praising the variety of services like grooming appointments and personalized pet care features. However, many users report issues with app speed, functionality, and unexpected fees, leading to frustration and dissatisfaction.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
Chewy
#1 Users Choice
Chewy receives overwhelmingly positive feedback for its excellent customer service, fast shipping, and user-friendly app. Customers appreciate the convenience of auto-ship options and the wide selection of pet products. However, a few users have reported issues with order processing and account management.
PetSmart
#2 Runner-up
PetSmart's app is criticized for being slow and glitchy, with many users experiencing issues with logging in, checkout, and app crashes. Despite these technical problems, some users appreciate the in-store pickup option and the grooming services offered.
Petco: The Pet Parents Partner
#3 Straggler
Petco's app receives mixed feedback, with users praising the variety of services like grooming appointments and personalized pet care features. However, many users report issues with app speed, functionality, and unexpected fees, leading to frustration and dissatisfaction.

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Nuggets

Major Highlights of the Week

VPN Compatibility
The app does not function properly when a VPN is enabled, causing significant inconvenience for users who rely on VPNs for security. This issue is unique to Petco's app as other apps function normally with VPNs.
The app doesn't work with my VPN, unlike other apps.
Login Issues
Users face persistent login problems, often being forced to create new accounts or repeatedly log back in after updates. This disrupts the user experience and complicates account management.
I can't log in and had to create multiple accounts.
In-Store Purchase Tracking
The app fails to display in-store purchases, which frustrates users who want a comprehensive view of their purchase history. This limitation diminishes the app's utility as a holistic pet care management tool.
I can't see my in-store purchases in the app anymore.
Rewards System Flaws
The rewards system is cumbersome, requiring manual loading of rewards and failing to apply discounts automatically. This inefficiency leads to user dissatisfaction and potential loss of loyalty.
Rewards don't load automatically and discounts aren't applied.
Technical Glitches
Frequent technical issues, such as app crashes and error messages, hinder the app's functionality and reliability. These glitches create a frustrating user experience and deter app usage.
The app is full of bugs and often crashes.
Slow Performance
The app's slow loading times and laggy performance significantly detract from the user experience. This sluggishness affects various functions, from browsing to checkout, making the app cumbersome to use.
The app is very slow and takes forever to load.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
VPN Compatibility
The app does not function properly when a VPN is enabled, causing significant inconvenience for users who rely on VPNs for security. This issue is unique to Petco's app as other apps function normally with VPNs.
Login Issues
Users face persistent login problems, often being forced to create new accounts or repeatedly log back in after updates. This disrupts the user experience and complicates account management.
In-Store Purchase Tracking
The app fails to display in-store purchases, which frustrates users who want a comprehensive view of their purchase history. This limitation diminishes the app's utility as a holistic pet care management tool.
Rewards System Flaws
The rewards system is cumbersome, requiring manual loading of rewards and failing to apply discounts automatically. This inefficiency leads to user dissatisfaction and potential loss of loyalty.
Technical Glitches
Frequent technical issues, such as app crashes and error messages, hinder the app's functionality and reliability. These glitches create a frustrating user experience and deter app usage.
Slow Performance
The app's slow loading times and laggy performance significantly detract from the user experience. This sluggishness affects various functions, from browsing to checkout, making the app cumbersome to use.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app currently has some limitations. For instance, it does not display in-store purchases, which has been quite frustrating for me. Additionally, accessing the app is notably slow, making the experience less enjoyable.
salli12619
Week of April 9th, 2025
The app won’t allow me to login, makes me create a new account even though I have two accounts now because of the same issue. Online help is nonexistent. Have to call the contact center and they are helpful but using the app is practically impossible.
V y k i
Week of April 9th, 2025
The app is full of bugs. Too frustrating to use.
Mertcg23
Week of April 9th, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes
The app currently has some limitations. For instance, it does not display in-store purchases, which has been quite frustrating for me. Additionally, accessing the app is notably slow, making the experience less enjoyable.
Candice Wu
App Store
The app won’t allow me to login, makes me create a new account even though I have two accounts now because of the same issue. Online help is nonexistent. Have to call the contact center and they are helpful but using the app is practically impossible.
Kelly Williams
Google Play
The app is full of bugs. Too frustrating to use.
Koray Okumus
Google Play

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