Chewy is generally better for price-conscious consumers who value a wide selection, easy returns, and strong customer service. PetSmart is a better choice for those who prefer in-store services and a physical shopping experience.
| Attribute | PetSmart | Chewy |
|---|---|---|
| Price Competitiveness | Strives for competitive pricing, offers a price match guarantee. | Competitive pricing, typically 5-10% lower than traditional retail stores. Price-matching against major competitors within 7 days of purchase. |
| Product Selection Variety | Wide array of pet supplies for dogs, cats, birds, reptiles, and small animals. | Over 80,000 pet products from more than 2,000 brands as of 2024. |
| Availability of Specific Brands | Carries a vast selection of brands, including channel-exclusive brands. | Partners with over 3,500 brands. Exclusive Chewy-branded product lines. |
| Shipping Speed and Reliability | Standard shipping delivers within 2-3 days, same-day options available via DoorDash, Instacart, Uber Eats, or Shipt. | Most customers receive orders within 1-3 business days after processing. Orders over $49 ship free, while others have a flat rate of $4.95. |
| Subscription Service Options | Autoship program provides an extra discount on recurring orders. | Autoship service covers approximately 70% of recurring pet product deliveries. Customers can save up to 5% on select brands and products through Autoship. |
| Return and Exchange Policies | Most items can be returned within 60 days with a receipt for a full refund. | 100% satisfaction guarantee with free returns and replacements within 365 days of purchase. Returns and exchanges are accepted without the need for original packaging or a receipt. |
| Customer Service Responsiveness | Customer support through phone, email, live chat, and social media. | 24/7 customer support via chat or phone (1-800-672-4399). Aims to answer calls within a few seconds and empower agents to resolve issues fully. |
| Website and App Usability | User-friendly for browsing and making purchases. | User-friendly website and mobile app. Personalized recommendations based on pet profiles. |
| In-Store Services | Grooming, training, veterinary care (through third-party clinics), dog daycare, and boarding services. | Chewy Vet Care offers in-person veterinary practices. Free veterinary consultations. |
| Loyalty Program Benefits | Earn points on every purchase, redeemable for future savings. | Chewy+ membership program includes free shipping, 5% rewards on purchases (excluding gift cards and pet insurance), and exclusive offers. |
| Availability of Exclusive Products | Emphasizes channel-exclusive brands. | Private-label brands that offer unique products. |
| Ethical Sourcing and Sustainability Practices | Requires all suppliers to meet expectations set forth in their Supplier Code of Conduct. | Supports animal welfare through significant support for shelters and rescues. Encourages customers to donate returned items to local animal shelters. Minimal packaging contributes to sustainability. |