Online-only and subscription pet food brands continue to expand, but PetSmart’s market researchers noted a lack of loyalty among pet owners using these services. PetSmart’s proprietary research suggested that 68% of pet parents shop across multiple retailers, but would prefer a deeper relationship with a single store. For brick-and-mortar retailers, this dynamic exemplifies that physical stores can do what e-commerce alone cannot. PetSmart aims to make use of their wide network of outlets and distributors to provide an omnichannel shopping experience.
“Brick-and-mortar stores offer what online-only models cannot: personalized, in-person expertise, hands-on product trials, plus services and real community, all in one place,” PetSmart told Petfood Industry. “At PetSmart, we intentionally build this into our 1,600+ neighborhood stores through monthly pet birthday parties and seasonal events, grooming and training, and expert veterinary guidance. These touchpoints build trust and position PetSmart as a true partner rather than just a transaction. When paired with digital convenience and our huge selection of pet supplies, physical stores become a differentiator that strengthens loyalty and delivers the deeper relationship pet parents are seeking.”
In February, PetSmart ran a promotion, the Breaking Up with the Blues sweepstakes and in-store game to lure pet owners through their doors. The promotion offered chances to win free autoship when a customer brought a competitor's box into the store.
Turning pet specialty stores into relationship hubs
When combined with digital convenience and a broad assortment of pet products, physical stores become a loyalty engine. Brick-and-mortar retailers can serve as relationship centers rather than transactional endpoints. While subscription-only models focus on speed and automation, physical stores can offer personalized, in-person expertise, hands-on product interaction and a sense of local community.
Online shopping can be a gamble for pet parents, especially when introducing new food, treats or toys. In the PetSmart market research, nearly half (49%) of respondents reported purchasing products online that their pets ultimately rejected. Brick-and-mortar retailers can address this pain point directly through sampling programs, demonstrations and associate-led recommendations.
“Online shopping is convenient, but it can also be a gamble if you’re picking new products for your pet,” PetSmart said. “PetSmart’s omnichannel model removes the guesswork by inviting pets and their parents to feel, taste and squeak products in-store, and get personalized guidance and tailored recommendations from knowledgeable associates before committing.
This reduces trial-and-error frustration and builds confidence. Data from PetSmart suggests the approach works: after enrolling in Autoship, average shopping trips increase by more than 50%, and in-store visits rise about 6%, reinforcing the idea that trust drives repeat engagement.
Returns create a competitive advantage
Product returns are another area where physical retail may outperform online-only models. About 47% of pet owners in the PetSmart study admitted to keeping unwanted online purchases because the return process feels too difficult. Mailing items back, waiting on customer service or navigating return portals creates friction that discourages future experimentation.
“Returns can be especially daunting for online-only retailers because pets are unpredictable and preferences can change, a product that seemed perfect last month might be rejected this month,” PetSmart said.
On the other hand, brick-and-mortar retailers can offer immediate, in-store returns and exchanges. Customers can resolve issues on the spot, receive expert guidance and quickly adjust to changing pet preferences. This flexibility can extend to brick-and-mortar retailers’ own subscription programs as well.
Beyond convenience, the success of brick-and-mortar retail may come down to interpersonal interaction. Retail associates are the front line of relationship-building, and their expertise differentiates physical stores from algorithm-driven e-commerce. At a pet specialty retail outlet, employees can be trained not just to sell products, but to solve problems.
“At PetSmart, our associates are our biggest asset,” PetSmart said. “They bring genuine passion, knowledge and care for pets to every pet parent interaction.”
