An Evaluation of Multichannel Shopping at PetSmart

Reasons and Expectations

The main reasons for choosing PetSmart over other retailers is convenience. Having four cats necessitates buying cat food, litter, and treats in bulk, which is difficult to do at the grocery store or at retailers that sell everything. Since PetSmart caters to pet owners, it is expected that stock-outs will be unlikely and, having shopped there for years, that pricing will be consistent and competitive. While shipping to home would be more convenient, shipping 100 lbs. of cat products would be cost-prohibitive. In-store pickup is thus the next best option given the nearest store is less than 4 miles away.