PetSmart

User Experience Report

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

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PetSmart

Top Insights This Week

Week of July 22nd, 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.
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All Insights

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TOP INSIGHTS

A weekly roundup of PetSmart's key feedback

1

Frequent App Crashes

Many users report that the app frequently crashes, making it difficult to complete tasks such as shopping or booking services. Approximately 30% of users seem to be affected by this issue, leading to frustration and a negative user experience.

The app constantly crashes and freezes, making it impossible to use.

2

Login and Account Issues

Users often face problems logging into their accounts, with the app not recognizing existing accounts or failing to process password resets. This issue affects about 25% of users, preventing them from accessing their accounts and using the app effectively.

I can't log into the app; it says my account doesn't exist, even though I can log in on the website.

3

Rewards and Payment Errors

The app frequently encounters errors when users try to access rewards or complete payments, leading to lost rewards and failed transactions. This problem affects around 20% of users, causing them to miss out on discounts and deals.

Every time I try to use the rewards feature, it errors out, and I can't complete my purchase.

4

Geolocation and Currency Issues

Canadian users report that the app defaults to US settings, preventing them from making purchases or accessing local pricing. This issue affects about 15% of users, particularly those in Canada, leading to a frustrating shopping experience.

The app only shows US prices and won't let me select a Canadian store for pickup.

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 detailed product listings and the company's willingness to resolve issues promptly, often going above and beyond to ensure customer satisfaction.

#2 RUNNER UP

PetSmart
PetSmart's app receives mixed reviews, with users praising its convenience for booking grooming appointments and finding pet products. However, many users report significant issues with app functionality, including frequent crashes, slow performance, and problems with checkout, leading to frustration and dissatisfaction.

#3 Straggler

Rover
Rover is appreciated for connecting pet owners with reliable sitters and walkers, with many users finding it a convenient service. However, some users express concerns about the app's support and refund policies, particularly when issues arise with sitters, leading to dissatisfaction for some customers.
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 detailed product listings and the company's willingness to resolve issues promptly, often going above and beyond to ensure customer satisfaction.
PetSmart
#2 Runner-up
PetSmart's app receives mixed reviews, with users praising its convenience for booking grooming appointments and finding pet products. However, many users report significant issues with app functionality, including frequent crashes, slow performance, and problems with checkout, leading to frustration and dissatisfaction.
Rover
#3 Straggler
Rover is appreciated for connecting pet owners with reliable sitters and walkers, with many users finding it a convenient service. However, some users express concerns about the app's support and refund policies, particularly when issues arise with sitters, leading to dissatisfaction for some customers.

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Nuggets

Major Highlights of the Week

Frequent App Crashes
The app frequently crashes and malfunctions, making it nearly impossible for users to complete tasks such as shopping or booking services. This instability leads to a frustrating user experience and discourages continued use.
The app constantly crashes, making it impossible to shop online.
Login Issues
Users face persistent login issues, including being logged out unexpectedly and receiving incorrect password errors despite using correct credentials. This problem disrupts access to app features and diminishes user trust.
I can't log into the app; it keeps saying my password is wrong.
Rewards Activation Failures
The app fails to activate rewards, causing users to miss out on discounts and perks. This issue undermines the loyalty program's effectiveness and frustrates users who rely on these benefits.
I can't activate my rewards, so I'm missing out on discounts.
Payment Processing Errors
Users encounter errors during payment processing, preventing them from completing purchases. This issue not only affects sales but also damages the app's reliability and user satisfaction.
The app won't process my payment, so I can't complete my order.
Geolocation and Currency Mismatch
The app incorrectly defaults to U.S. settings for Canadian users, leading to issues with currency and store location settings. This oversight creates a barrier for Canadian users trying to make purchases.
The app only shows U.S. prices and won't let me select a Canadian store.
Grooming Appointment Glitches
Users are unable to book grooming appointments due to app glitches, forcing them to use alternative methods. This issue reduces the app's convenience and may lead to a loss of service bookings.
I can't book grooming appointments through the app anymore.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Frequent App Crashes
The app frequently crashes and malfunctions, making it nearly impossible for users to complete tasks such as shopping or booking services. This instability leads to a frustrating user experience and discourages continued use.
Login Issues
Users face persistent login issues, including being logged out unexpectedly and receiving incorrect password errors despite using correct credentials. This problem disrupts access to app features and diminishes user trust.
Rewards Activation Failures
The app fails to activate rewards, causing users to miss out on discounts and perks. This issue undermines the loyalty program's effectiveness and frustrates users who rely on these benefits.
Payment Processing Errors
Users encounter errors during payment processing, preventing them from completing purchases. This issue not only affects sales but also damages the app's reliability and user satisfaction.
Geolocation and Currency Mismatch
The app incorrectly defaults to U.S. settings for Canadian users, leading to issues with currency and store location settings. This oversight creates a barrier for Canadian users trying to make purchases.
Grooming Appointment Glitches
Users are unable to book grooming appointments due to app glitches, forcing them to use alternative methods. This issue reduces the app's convenience and may lead to a loss of service bookings.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app is frustratingly slow and glitchy, making it difficult to complete purchases. I've tried multiple times to check out, but it keeps giving me an error message. Please fix this issue as it's driving customers away.
A Google user
Week of July 22nd, 2025
I can't log into the app anymore, and it keeps saying my account doesn't exist. This started happening after the latest update. It's really frustrating because I can't access my rewards or make purchases.
A Google user
Week of July 22nd, 2025
The app used to work fine, but now it won't let me add items to my cart or check out. It keeps saying 'oops something went wrong.' This has been an issue for months, and it's making me consider shopping elsewhere.
A Google user
Week of July 22nd, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes
The app is frustratingly slow and glitchy, making it difficult to complete purchases. I've tried multiple times to check out, but it keeps giving me an error message. Please fix this issue as it's driving customers away.
Candice Wu
App Store
I can't log into the app anymore, and it keeps saying my account doesn't exist. This started happening after the latest update. It's really frustrating because I can't access my rewards or make purchases.
Kelly Williams
Google Play
The app used to work fine, but now it won't let me add items to my cart or check out. It keeps saying 'oops something went wrong.' This has been an issue for months, and it's making me consider shopping elsewhere.
Koray Okumus
Google Play

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