Chewy is better for customers prioritizing online convenience, fast shipping, and excellent customer service. Petco is a better choice for those who value in-store services like grooming and vet care, and the ability to shop in person.
| Attribute | Chewy | Petco |
|---|---|---|
| Name | Chewy | Petco |
| Specs | Chewy is an online retailer specializing in pet food, pet supplies, medications, and other pet-related products. They offer a wide selection of items for various types of pets and provide services such as auto-ship subscriptions and a Connect with a Vet program. | Price Competitiveness: Aims to be price-competitive on mass-market products, focusing on premiumization. Prices comparable to other major retailers, with online prices sometimes lower than in-store. Shipping Speed and Reliability: Some customer reviews mention delivery delays. Product Selection Variety: Wide range of products for dogs, cats, birds, reptiles, and aquatic pets. Availability of Prescription Medications: Offers prescription support for cats, dogs, and other small animals (not zoo, wild, performance, or livestock animals). Partners with Express Scripts Pharmacy. Customer Service Responsiveness: Mixed reviews, with some reporting unresolved problems and others praising knowledgeable staff. Return Policy Ease: Returns within 30 days for a full refund, 31-60 days for store credit (exceptions apply). Website/App User-Friendliness: Some customers find the website frustrating to navigate. Subscription Service Options: Vital Care membership program (Core and Premier levels) with rewards and discounts. Auto-Ship Discount Availability: Repeat delivery options available with discounts. In-Store Services (Grooming, Vet): Grooming services available; Vetco Total Care hospitals at select locations. Loyalty Program Benefits: Vital Care program offers points for spending, birthday gifts, and discounts. Availability of Exclusive Brands: Offers exclusive brands like WholeHearted, Reddy, and EveryYay. |
| Price | Competitive prices, similar to Amazon. Price match guarantee available. | Price competitive on mass-market products |
| Ratings | Not available | Customer service responsiveness: mixed reviews |
| Pros | Competitive prices, Fast and reliable shipping (1-3 business days), Wide product selection for various pets, NABP-accredited pharmacy for prescription medications, 24/7 customer service, Customer-friendly return policy (365 days), User-friendly website and app, Convenient auto-ship subscription service, Discounts on auto-ship orders, Connect with a Vet program for auto-ship customers, Valuable loyalty program benefits (Autoship, Chewy+), Exclusive brands available (Frisco, American Journey, Tylee's, Vibeful) | Wide range of products for various pets, Availability of prescription medications, Offers Vital Care membership program with rewards and discounts, Auto-ship discounts available, In-store grooming and vet services, Loyalty program benefits, Availability of exclusive brands |
| Cons | Primarily operates online, no in-store services like grooming or vet care (except virtual vet access for auto-ship customers) | Some customers have reported delivery delays, Customer service experiences vary, Some customers have found the website difficult to navigate |
| User Feedback (Positive) | Prices are competitive and consistent., Shipping is fast and efficient with sustainable packaging., Extensive catalog of products for various pets., Convenient prescription ordering process with direct vet contact., Responsive and helpful customer service., Easy return process with full refunds and free shipping., User-friendly website and app for browsing and ordering., Auto-ship service is convenient for recurring deliveries and savings., Valuable loyalty program benefits. | Grooming services receive positive reviews from many customers., Knowledgeable and friendly staff, especially in-store. |
| User Feedback (Negative) | Some customers have reported negative experiences with customer service, citing issues such as unresolved problems and unhelpful staff., Some customers have found the website frustrating to navigate., Some customers have reported issues with delivery delays. | |
| Value | 35% off your first auto-ship order (up to $20 savings), Extra 5% off on select brands for all future auto-ship orders | Vital Care subscription service offers rewards, discounts, and other benefits., The Vital Care loyalty program offers points for every dollar spent, which can be redeemed for rewards., Discounts are often available for auto-ship orders. |