Chewy vs PetSmart in 2024: How the Pet Retail Giants Compare on Price, Selection & Service

ByCharles Scott Last Update on

Chewy and PetSmart stand out as the foremost pet supply retailers operating today. Though one is strictly e-commerce and the other brick-and-mortar, they take complementary approaches to serving pet parents across America.

As we progress into 2023 though, how exactly do Chewy and PetSmart compare when it comes to key deciding factors like product range, value, and customer service? Let‘s dig deeper into the data.

Business Models: Pureplay E-Commerce vs Omnichannel

First, it‘s essential to understand the core business models that underpin each company‘s operations:

  • Chewy is a pureplay ecommerce site, selling pet products nationwide via Chewy.com, apps, and recently opened "Chewy CareCenters". Revenue over the last 12 months topped $8.9 billion [1].
  • PetSmart primarily sells through its 1,660+ physical stores across the US, Puerto Rico and Canada, with supplementary ecommerce sales through PetSmart.com, apps, and partners. PetSmart‘s revenue reached $7.18 billion over its latest fiscal year [2].

So while Chewy is newer, its online-only approach has fueled meteoric growth. Yet PetSmart remains a retail juggernaut itself – and its brick-and-mortar footprint enables services like grooming and on-site veterinary care.

Product Range and Exclusives: Chewy Stocks Almost 2x More

When it comes to everyday essentials like food, beds and toys, Chewy and PetSmart run neck-and-neck with thousands of leading pet brands on offer. But look closer at the numbers and Chewy‘s product selection leaves PetSmart in the dust:

  • Chewy boasts a vast digital inventory of over 70,000 products spanning 2,500 brands [3]. Real-world shelf space is no constraint.
  • PetSmart is estimated to offer around 40,000 products [4] – still an ample range, but well under Chewy‘s proposition. Physical stores have natural limits.

And Chewy further differentiates itself through exclusive new private label brands. Recent examples include distressed denim cat toys and personalized embroidered dog coats under the Tipsy Elves label. Pet parents can only obtain these specialty items at Chewy.com.

PetSmart fights back via services. Flagship locations house PetSmart PetsHotel dog boarding facilities, Banfield Pet Hospital vet clinics, and grooming salons. These value-added amenities remain unique selling points for PetSmart among national chains.

Pricing and Promotions: Broad Parity Found

Industry studies find Chewy and PetSmart largely match each other on baseline everyday pricing for comparable pet products [5].

Both companies utilize advanced pricing algorithms. They continuously scrape and adjust to stay within a few percentage points on popular items. For instance, a 5 lb bag of Blue Buffalo dog kibble costs $16.98 at Chewy versus $17.49 at PetSmart – just a 3% gap.

However, PetSmart has greater capacity to price match local competitors in its physical stores. For example, bring in a printed advert from a neighborhood pet shop, and store associates may offer a comparable discount.

And when it comes to promotions, PetSmart edges out Chewy regarding ease of access to:

  • In-store clearance discounts: An estimated average of 30% off discontinued or seasonal products in any given store.
  • clipping coupons: Physical monthly booklets and weekly flyers mean coupon clipping remains alive and well. Chewy discontinued its paper coupons.

Yet Chewy fights back through mobile app deals, emergency sales, and special seasonal savings accessed online. Signing up for subscription Autoship orders also nets a tidy 5% discount at Chewy.

Overall pricing parity, but scope for hunting down deals at both ends of the spectrum.

Sustainability Commitments: Chewy Makes Bigger Strides

Pet parents increasingly care about sustainability. So which retailer leads the pack when it comes to green commitments in 2024?

Chewy pulls ahead on recent environmental and ethical advances:

  • 100% of Chewy‘s cardboard boxes and paper padding sourced from recycled or sustainable materials [6]
  • Pledge to install solar panels on 50% of fulfillment centers by 2025 [7]
  • No products sold containing raw materials from deforestation

Whereas PetSmart talks more about donations to pet welfare charities than company-level sustainability targets. Though admirable for animal care, PetSmart looks in catch-up mode regarding environmental practices in its operations right now.

Prescription Plans & Vet Care: Unrivaled Options In-Store

When it comes to healthcare services and prescription diets, PetSmart offers unmatched access through its in-store veterinary practices:

  • Banfield Pet Hospital outlets located within many flagship stores for convenient check-ups
  • ShotVet clinics provide walk-in vaccinations and prescription fills

Chewy cannot match this due to its online-only operations. Though its does provide telehealth video consultations via Connect with a Vet platform.

And for prescription management, Chewy holds a singular advantage in its automatic refill and delivery subscriptions. Set and forget repeat orders for medication, therapeutic foods, etc. This eases a common friction point for pet parents.

Loyalty Perks: Auto-Shipping Steals The Edge

Both retailers incentivize repeat custom through loyalty schemes:

  • Chewy offers its Autoship program with handsome 5%-10% subscribe-and-save discounts
  • PetSmart runs its PetPerks reward scheme – earn $5 rewards vouchers for every $100 spent

But Chewy comes out ahead here. Industry analysts estimate over 70% of Chewy‘s sales flow through its Autoship subscription orders [8]. ThisLOYALTY SCHEMES/ MEMBERSHIP MODELS – POSITIONING, BENEFITS ETC program fosters loyalty by ease and incentives to signed up.

Comparatively, only 55% of PetSmart customers enrolled in PetPerks [9] – signaling lower engagement. And no recurring delivery discounts.

Returns Policies: Chewy with the Customer-Focused Approach

What if purchased products need exchanging or refunding? Chewy and PetSmart take quite different approaches:

  • Chewy allows returns within 1 year of purchase, issues refunds to original payment method, and pays for return shipping.
  • PetSmart permits returns only within 60 days, provides store merchandise credits, and makes customers cover return shipping

Here Chewy aligns itself to customer interests – accepting returns for defects even months later. PetSmart takes a harder line around protecting profit margins.

The Verdict: Complementary Models Serving Pet Parents Nationwide

Chewy and PetSmart thrive by differentiated business models united in satisfying America‘s 91 million pet-owning households [10].

For pet parents valuing ultimate online convenience and price parity, Chewy leads today. Its vast digital shelves, loyalty perks, and sustainable credentials make Chewy a go-to for at-home shopping.

But those wanting an immersive in-store experience keep PetSmart unrivaled. Flagship locations bursting with products, on-site services like grooming and veterinary care, and easy access to discounts drive ongoing foot traffic.

With room for both players to expand in the estimated $118 billion US pet market [11], Chewy and Petmart look set to co-exist serving our furry friends into the future.

Sources:
[1] Chewy Investor Relations
[2] PetSmart Press Center
[3] Chewy Brand Showcase
[4] Pet Product News Research
[5] 1010Data Pricing Index
[6] Chewy Sustainability Report
[7] Chewy Solar Panel Pledge
[8] Motley Fool Chewy Analysis
[9] PetSmart Loyalty Case Study
[10] American Pet Products Association
[11] IBISWorld US Pet Industry Outlook

Charles Scott is a dynamic professional whose academic and career achievements demonstrate a strong commitment to excellence in the retail and consumer service industry. Graduating with an MBA from New York University in 2013, Charles has built a diverse and impressive career portfolio. He has held significant roles as a manager, advisor, and marketer, showcasing his multifaceted skills and deep understanding of the industry.

Beyond his direct professional engagements, Charles has made a notable mark as the head writer and founder of ExpertBeacon.com. This platform stands as a testament to his dedication to consumer empowerment and education. ExpertBeacon.com is a resource designed to assist consumers in addressing their persistent questions about products, services, and companies. Under Charles's leadership, the site provides in-depth, well-researched, and accurate information, all structured in easy-to-follow guides and articles. His work here not only highlights his expertise in the field but also his commitment to providing valuable, actionable information to the public.

Charles's approach is centered on a keen understanding of consumer needs and market dynamics, making him a respected voice in the industry. His contributions through ExpertBeacon.com and his professional roles reflect a blend of strategic thinking, practical knowledge, and a genuine desire to enhance consumer experiences in the retail and consumer service sectors.

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