PetSmart

Pet Products & Supplieswww.petsmart.com

Review data last updated August 16, 2026.

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Based on public reviews and response behavior.

Overall Score

39/100

−1.7 vs. last month1.58 ★ average rating · 2,814 reviews

Competitive Performance Rank

Among fully-analyzed Pet Products & Supplies companies

#259of 263

Top 98% · Bottom Tier

#1 (best)#263 (worst)

#257Peer

#258Peer

#259This company

#260Peer

#261Peer

Overall Customer Sentiment

Below Average

27% of reviews positive, 72% negative

27%

positive

Positive27%
Neutral2%
Negative72%

Sentiment Balance

Covering August 2026 — 35 reviews, not the company's full review history.

Positive sentiment

Neutral sentiment

Negative sentiment

—

positive

Positive—
Neutral—
Negative—

Takeaway: Positive sentiment accounts for 23% of reviews in this period, with 74% negative and 3% neutral.

Sentiment Trend Over Time

Reviews (Count)

Showing 2,775 reviews across the months with enough data to chart reliably (min 3/month), most recent: August 2026.

Sentiment has been improving over the period shown.

Theme Distribution

Share of theme mentions

Loyalty

19.2%

Customer Support

14.6%

Delivery Shipping

12.9%

Product Quality

10.6%

Problem Resolution

10.5%

Most feedback concerns Loyalty.

The most common complaint theme is Loyalty, making up 19.2% of all theme mentions.

Churn Signal Score

Rule-based: negative-review share, churn-intent phrases, and sentiment movement over time.

HIGH92/100

92/100

signal score

•Built from a negative-review share of 71.6% across this company's analyzed reviews.
•75 reviews contain phrases that signal intent to leave, such as cancelling or switching provider.
•The share of negative reviews has held steady over time, so the trend doesn't move the score.

Reviewer Breakdown

Star split and recent-versus-earlier sentiment.

1.6avg rating

5★

8.4%

4★

1.9%

3★

4.9%

2★

8.7%

1★

76.1%

Based on 2,814 analyzed reviews. Sentiment is holding steady: 22.5% of reviews in the last three months were positive, compared with 24.5% in the three months before that.

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