Chewy vs Petco in 2024: Which Store Is Best For Me?

The pet industry is big business. Of course, it helps when 70% of American households own at least one pet. Chewy and Petco both have an online ordering presence for fulfilling orders of pet supplies. The latter has history on its side, beginning first in mail order before it established its retail operations. The former is strictly an e-commerce store.

The focus of Chewy is choice and convenience. It doesn’t try to make better products. It merely wants to offer the best ones with the selection pet owners want in a retailer. Petco is a different story because of its retail presence. It casts a wider net with services, adoptions, and live animals in some stores. That latter has been both a bust and a boon, sparking controversies that have impacted its reputation.

A Quick Comparison

Brief History of Chewy

Ryan Cohen and Michael Day founded Mr. Chewy in 2011. Neither had experience in this venture. Their aim was to fundraise for animal shelters by selling dog food. Saying they succeeded is a gross understatement. The new company took off, earning $1 million by January 2012. It started with customer service in its sights, offering perks that took the rest of e-commerce a while to adopt.

Mr. Chewy provided 24/7 customer service from the get-go with free shipping on orders over $49 via FedEx. Even today, 75% of consumers expect it, showing that this company was ahead of the game. It offered pet owners 80 brands of food, making selection a significant selling point. They included premium and boutique foods, appealing to the so-called pet parents with the humanization of the industry.

Convenience and a passion for providing financial assistance to animal shelters continue to propel Chewy’s sales. The marketing connected with pet owners while the company continued to innovate and give customers what they wanted. It now stocks over 100,000 products, including prescription fulfillment, veterinary diets, and exclusive brands.

Chewy succeeds in these scores because it can offer competitive pricing that veterinary clinics can’t match. It holds fast to the values that motivated the co-founders. Wise business decisions have underscored its growth with the 2018 addition of Chewy Pharmacy, which cemented its credibility among pet owners. It turned out to be a saving grace after its 2017 acquisition by PetSmart.

Chewy continues to make itself the go-to place for pet owners with an auto-subscription service, making ordering even more convenient. Like many businesses with similar programs, it sweetens the pot with a discount and free shipping on qualified orders. Fast forward to the fiscal year 2021, and you’ll see its $8.9 billion in sales, ensuring that they are here to stay.

Brief History of Petco

Petco began in mail order as United Pharmacal Company (UPCO), offering veterinarians a convenient way to get supplies for their practices. It was only later that the business expanded its reach to pet owners, taking on the name Petco in 1979. The company would make the move to the retail circuit the following year. It expanded with acquisitions of other businesses, including the Pet Department and WellPoint, tripling its locations.

Petco went public in 1994, establishing itself as a major player in the industry. The 1990s saw diversification, which marks the business today, beginning with grooming. It made its commitment to animal welfare in 1999 with the formation of the Petco Foundation, now Petco Love. It entered the e-commerce realm in 2001. It reached a significant milestone in 2008 when it opened its Hawaii store, establishing itself in all 50 states.

The 2000s marked a turning point in Petco’s history with a public commitment to animal welfare and a renewed focus on pet parents. The company followed a similar path as Chewy by establishing a presence in pharmaceuticals with the acquisition of Drs. Foster and Smith in 2015. Not surprisingly, Petco had run-ins with PETA and other like-minded organizations because of its sale of live animals.

Petco caught heat in 2011 for alleged negligence after over 100 animals died due to flooding by Tropical Storm Lee. The company later accepted responsibility for its inaction. Interestingly, this incident occurred the same year as Chewy’s founding. In 2018, Petco staked a claim in the pet insurance market with the acquisition of PetInsuranceQuotes.com.

The company has made wellness its touchstone with a commitment in 2019 to remove any products containing artificial ingredients. Petco bills itself as a wellness organization to appeal to the burgeoning pet humanization market. Its net revenue was $5.8 billion in 2021.

Chewy Fulfillment

Chewy doesn’t manufacture products. Instead, it provides them as a retail distributor. It has 12 fulfillment centers across the country, including its latest one in Rowan County in North Carolina in 2019. This setup allows it to offer 1- to 2-day shipping in the United States. Customers can expect to receive their orders within 3 days of the order. FedEx is still their go-to carrier, although they use others when necessary.

Petco Fulfillment

Petco ships orders with standard shipping in 2–5 business days. It also offers second and next-day shipping for an additional cost. Its retail presence allows the company to take advantage of curbside pickup and delivery service platforms to include same-day fulfillment. It has free shipping on orders over $35 with several exclusions, including gravel and wild bird food. It has 10 distribution centers across the country.

Chewy Product Line

Chewy prides itself on stocking a wide selection of products and brands. No matter what kind of pet you have, it will likely stock something you need, even if it’s just food. It’s worth noting that it includes exotics, such as parrots and reptiles, along with farm animals like chickens, cows, and horses. You can even get beekeeping supplies. That fact firmly establishes it as a one-stop shop for buyers across the board.

Petco Product Line

Petco follows the same approach as Chewy with its diversity of products. Its website refers to different categories as shops, which is a brilliant marketing move to appeal to pet owners with this wording choice. It takes advantage of the savings it can offer buyers with discounts for in-store pickups. That differentiates it from Chewy, with more options for getting your stuff.

Chewy vs. Petco: Price

Again, the differences between Chewy and Petco come down to fulfillment. Petco wins this round with cheaper prices with in-store pickups and deliveries. A comparison of prices gave it the nod outside of the shipping costs. We put it down to the venues and shipping options that allow the company to offer better deals based on its costs.

Chewy

Chewy doesn’t shrink away from selling so-called grocery-store brands. Its auto-ship options make it worth a look to ensure you never run out of food for your pet. You’ll find Friskies, Fancy Feast, and other popular options. You’ll likely see flavors that your local store doesn’t sell, giving you more choices for your pet. It breaks the mold of online e-commerce stores that are only offering premium products.

Petco

Petco’s focus is clearly on its premium market, especially with its declaration to ban products with artificial ingredients. That decision excludes a significant market share, making us question whether it was a smart move by the organization. It clearly has narrowed its target audience with products and a message. Excluding some items may offset some savings it otherwise can provide.

Chewy vs. Petco: Customer Service

Both companies bend over backward to make their customers happy and repeat buyers. That’s a wise business strategy since unhappy customers are not shy about letting others know about their negative experiences on social media. Fortunately, both businesses are hip to what their fan base thinks with active profiles on the major platforms.

Chewy

We liked that Chewy’s staff takes a front-and-center role in answering customer questions. The answers are complete and to the point, even for the questionable ones. The reviews read more like a community forum than anything else. Unlike other e-commerce sites, we trust what we read in the testimonies. We haven’t heard of paid “reviewers” on the site yet, making us believers in what we read about customer service.

Petco

Petco has an image problem based on its low Better Business Bureau rating and the fact that it’s not accredited. It has a similar approach with a forum-like interface with its reviews. It has the same vibe as Chewy, which pet owners will appreciate. We liked that they included a recommendation to buy a product many potential buyers seek.

Head-to-Head: Chewy vs. Petco Social Responsibility

Both companies make animal welfare their main cause. We think it’s a no-brainer if you’re in this business. We have to give the nod to Chewy since animal welfare was its mission from the get-go. After all, its purpose was to raise funds for animals. Petco has a similar mission, although it came online later. It has also taken it to the next level by facilitating pet adoptions that have helped over 6.5 million animals find forever homes.

Head-to-Head: Chewy vs. Petco Investment

We can look at investment in two ways: animal welfare or business. Chewy caught our eye on the former. However, Petco has the edge when it comes to growing its business. They have diversified and tried to become a one-stop shop for pet owners by offering services in addition to supplies. It offers grooming, adoption, and veterinary services at some locations.

Overall Brand Reputation

Buyers often have a narrow window of what they consider a brand’s reputation. All they care about is getting what they need at a fair price, delivered on time, and intact. The latter is typically out of their control, although they take the hits for failures, nevertheless. A scan of reviews found negative ones centering on these external factors, like the package conditions and delivery times.

Fulfillment

Chewy is wise to stick to one main carrier to nurture that partnership. It gives it the latitude to set the bar for delivery times, which is something buyers value, too. Petco gives its customers options for delivery times when using an independent carrier. It succeeds with same-day and curbside options. The online platform lends itself to fast fulfillment, where Chewy succeeds.

Price

Petco’s diversification comes into play again when it comes to price. It can control its overhead and pass on the savings to its customers. It’s cheaper, especially if you can take advantage of its fulfillment options. It may take away from the convenience if you have to make a special trip. Otherwise, you can score some great deals if Petco is on your travels.

Shipping and Returns

Fast shipping is what customers want. Chewy succeeds with its fine-tuned relationship with FedEx. It’s not the cheapest of carriers, but undoubtedly the company scores a better deal with their partnership. Its 12 fulfillment centers also play a role in making shipping and returns hassle-free. We must also acknowledge the 24/7 support for keeping things rolling along efficiently.

Final Thoughts

Chewy and Petco represent two disparate business models for the same market. The former relies on streamlined fulfillment to make its mark. The latter exceeds with more shipping options and cheaper prices. We think the two will appeal to different segments, so your preference will depend upon which one serves you best. Other factors like animal welfare and social responsibility also play a role, with each one stepping to the plate.

See Also:

• Chewy vs. PetSmart: Prices, Quality & Service Compared
• Chewy vs Amazon: Which Online Pet Store Is Better?