Petco Poses Problems for Mobile Shopping

Nov 27, 2012 1:52 AM  By

Retailer shopped: Petco

Device used: iPhone 4s

The email or Twitter or Facebook offer: Crazy Cyber Savings 25% off Email

Outcome: The mobile site was very difficult to use and hard to navigate especially since the product images were small and hard to open with the tip of your finger. When I did find an item I wanted and placed it in my cart, the purchase options included pop-ups, which were nearly impossible to close with your finger. Once those hurdles were passed, the site completely crashed at about 3:30 p.m. Eastern on Cyber Monday, after entering my personal information. I made three attempts to make the dog sweater purchase but the site kept crashing. Overall, the site was very discouraging and I would most likely not shop at Petco with my phone in the near future. 2/10.

Landing page worked: The initial landing page, which was Petco’s mobile homepage, opened without difficulty butwhen trying to navigate to other pages was very difficult.

The item was easy/hard to put in the cart because: It was easy to put items in the cart, the site was clear when browsing for items, but the real issue was trying to figure out what to do when that step is completed.

I was suggested an add-on, and it was: I was not given this option.

I abandoned the cart, and I received an abandoned cart email: I did not receive an abandoned cart notification.

Erin Lynch is the associate editor at Multichannel Merchant. Erin can be by emailing her at You can also follow her on Twitter at @LynchMCM or on LinkedIn.

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