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posted Apr-07-2010 “It is unfortunate that there was an issue with the crediting process. We accepted a return outside of our normal return policy to accommodate the customer's needs and there was an issue with tracking the return.
This customer has been contacted and will be issued a credit immediately. Our standard procedure is to credit customers within 10 to 14 business days from the time that a return is received in our warehouse. This is not a common problem and we encourage customer’s who have issues to contact us so that these issues can be addressed.
Moore Pet Supplies makes every attempt to satisfy our customers and we are the #1 authority on Pet Doors our customer service is our top priority and we attempt to meet all of our customer’s needs.
”
posted Apr-03-2009 “Moore Pet Supplies offers the best customer service possible and makes every effort to assist our customers.
This particular customer had read a 90 day satisfaction guarantee on a website other than ours. and then purchased the item on our website which does not claim to have that gurantee. Additionally the item was returned to us showing use as well as previously being installed. We offer a very fair and friendly return/exchange policy and are even willing to make exceptions for complete customer satisfaction. Moorepet Supplies did offer to allow this return past our policy guidleines however; the customer did not want to return the item.
I would encourage anyone looking for a pet door to call and speak with one of our Pet Door Specialists.
”
posted Sep-17-2009 “It is unfortunate that this customer’s opinion of our company has been so negative. Moore pet Supplies is the Internets Pet Door Authority and has been providing the best customer service for 13 years with trained representative’s available 7 days a week. Customer satisfaction is of the utmost importance to us.
This customer had problems with a particular door that is covered under the manufacturer’s warranty. Items covered under warranties are handled by the Manufacturer of the item as we are a distributor. Moore Pet Supplies provided this customer with the manufactures information as well as made calls to the manufacturer on the customer’s behalf. The Manufacture attempted to assist this customer as well even replacing defective tags but, the customer was stilled not satisfied. Moore Pet Supplies assisted this customer in every way possible.
Moore Pet Supplies is dedicated to providing the best customer service and shopping experience for all your pet supply needs. We stand behind our products and policies and are accredited by the Better Business Bureau.
”
posted Apr-03-2009 “Moore Pet Supplies does except returns within our policy guidelines. The customer received and installed an item which was later found to be defective. Warranty of products requires parts, repair services etc. that Moore Pet Supplies is not equipped with or authorized to handle.
Moore Pet Supplies always makes every effort to coordinate warranty information to the customer as well as giving a courtesy phone call to the manufacturer to inform them of the customer's problem.
Additionally Moore Pet Supplies advertises all aspects of their products providing literature and text as well as many videos the accurately represent our products. We are dedicated to providing the best customer service and shopping experience for all your pet supply needs.
”
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![Share](javascript:share_rating({"review_body":"I ordered a doggy door from Moorepet that shipped right away and insulates 10x better than my last door! I received great customer service from a friendly staff I will continue to recommend!","link":"http:\/\/www.resellerratings.com\/store\/Moore_Pet_Supplies\/comment\/712716#comment712716","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Moore_Pet_Supplies.jpg","store_name":"Moore Pet Supplies","username":"1984GoldenNugget","rating":"5"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"I purchased one of their Max Seal doors with 6 year warranty. After installing, I find that the security panel does not fit correctly and won\u0027t slide in and out of the door. <br><br>Moore pet doors is the manufacturer of Max Seal doors. They refused to honor the warranty. Will not offer a replacment door, or even just a replacment panel.<br><br>Stay as far away from this company as you can. I only wish I seen these reviews before I purchased from them.<br><br><br>UPDATE: After filling BBB complains, and posting these reviews, I received a phone call from the company offering to fix the problem.<br><br>I am glad they have stepped up and solved the problem for me, however I wich all the hassel wasn\u0027t needed in order for the resolution to take place.<br><br>Updated 2\/23\/2009 - I was contacted by a gentleman named David from this company. He was going through old customer problems\/issues and wanted to make things right for customers with past problems. Apparently the manager I dealt with for the original problem is no longer there, and the company is going through old problems to resolve issues and improve their customer service. I have to say that David was a pleasure to deal with, he was understanding, helpful an concerned about my issues. He even offered to send me a set of replacement flaps for all the troubles. This company appears to be bending over backwards to turn over a new leaf on customer service, and I\u0027m glad to hear it. I\u0027m currently looking for a new home, and will be in the market for another dog door soon. Because of David\u0027s efforts to set things right, they have earned my trust and business back again.<br><br>Thanks David","link":"http:\/\/www.resellerratings.com\/store\/Moore_Pet_Supplies\/comment\/359482#comment359482","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Moore_Pet_Supplies.jpg","store_name":"Moore Pet Supplies","username":"h2ojunkie","rating":"4"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"My issue with Moore is about a credit owed. I returned product to them, had been told the credit would be issued within 2-3 weeks. At week 5, I still hadn\u0027t received a credit. I called, the guy answering the phone was pretty rude, but said he\u0027d forward it to the accounting dept. As of week 10, I still hadn\u0027t received a credit. Called again; the guy who answered was polite; he checked with the accounting dept. who said they would issue the credit that day or the next. <br><br>I kind of wonder if they just let credits go in the hope people will forget about them and figure it isn\u0027t worth the trouble to pursue them. Not a very honorable way to do business.","link":"http:\/\/www.resellerratings.com\/store\/Moore_Pet_Supplies\/comment\/555609#comment555609","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Moore_Pet_Supplies.jpg","store_name":"Moore Pet Supplies","username":"nomoremoore","rating":"2"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"Ordered a patio dog door. Website states that items are shipped in 24 hours. Received email confirmation that order was placed immediately. Did not receive shipping information, and website showed the order as pending, so contacted the company after 6 days to find out status of order, as door was needed by a certain date. I was informed that the shipper had either lost or damaged the original order, and it would be reshipped. I was told i would be contacted with shipping details. Several days went by, website still showed order as \u0022pending\u0022. I replied to the email i had received, asking that the order be canceled as it did not appear that it would be received by the time i required it. Got an immediate phone call back, stating that the order had shipped and providing tracking information. The door finally showed up with one day to spare before my deadline, and i was very excited. Unpacked it, only to find that the top corner was bent so badly that there was no way it could be installed. Contacted the company three times since then, asking that they arrange for a return and refund as i had to purchase a door locally. No response from the company, so i am now disputing the charges via my credit card. Overall, an absolutely miserable experience, and i recommend avoiding this retailer.","link":"http:\/\/www.resellerratings.com\/store\/Moore_Pet_Supplies\/comment\/280559#comment280559","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Moore_Pet_Supplies.jpg","store_name":"Moore Pet Supplies","username":"valeri","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"BEWARE!!! Order #104747 for Glass 72\u0022Pet Panel door with infrared panel insert, placed online 3\/27\/07. I paid with my Credit Union Visa check card ending xx1292 for $285.95. Items were received 4\/2 & 4\/4 in two seperate pkgs. The door must be permanenty screwed into place and not removeable as I was told by the store clerk (David). My rental agreement does not allow such doors to be installed (fire hazard). On 4\/16 (I was on vacation until 4\/14) I went online to request an RMA, on 4\/17 David from Moore sent me an email with RMA104747B-769. On 4\/29 with the assistance from a friend I took the doors in their original pkging to UPS store 0240. The tracking numbers were 1z383R9V0338110811 (infrared door insert) and 1z382R9V0338112113 (72\u0022 glass door). Declared value for both was $300 total. Cost $39 to ship. Both pkg arrived at Moore Pets on\/about 4\/29. I sent David an email asking when I would receive a refund as they had rcvd the doors. I called everyday for 4 days. Then the warehouse mgr said someone had refused the shipment because the box on one of the pkgs looked damaged (smalled door). He said their policy is that they can not accept either package if one of the two appears damaged. So they sent the doors back to me. I received them back on 5\/8 and the box of the smaller door did look in bad shape. But the contents were not damaged. I called UPS to complain about the poor state of my packages and they immediately filed a claim for the smaller infrared door. They told me their driver would pick up the larger door to be examined. On 5\/10 the door was picked up. UPS has agreed to pay on the claim for the smaller door but will do nothing about the larger door (which they still have) as they say it is not damaged (which it isnt). Moore Pet supplies told me that they are sticking to their policy and will not take back the doors. I have no door and am now out at least $350. I emailed Scott Ritterling on 5\/3 but he never responded. I do have all documentation and emails and will provide hard copies of all as you need. I have done everything I can to be fair and feel taken advantage of. I can not afford to lose this money. I regret having to file this claim but they left me no choice. I filed with BBB of MN, they won\u0027t do anything. UPS won\u0027t pay either.","link":"http:\/\/www.resellerratings.com\/store\/Moore_Pet_Supplies\/comment\/325157#comment325157","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Moore_Pet_Supplies.jpg","store_name":"Moore Pet Supplies","username":"pootersmommy","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"The worst firm I have ever dealt with. I purchase at least 30 items per year online and this is the worst firm I have ever dealt with. I bought a dog door (Plexidor medium). I read the guarantee - 90 day total satisfaction at the manufacturers site. I then went back to a distributor - Moore Pet Doors (Moore Pet Supplies) to purchase. I got the door and hung it in the door opening but did not permanently attach it or screw it in. This was to test the door. My dogs would not use it due to the saloon style doors weight and the way they opened and closed. I wrote Moore pet supplies to get a RMA# to return and they advised that since I installed it, I could not return it. I explained that it was not installed and was new, unused condition with all packing materials. They said the 90 day manufaturer warranty did not apply to them as \u0022the distributor\u0022...so I was stuck with a $218.00 dog door. Their email\u0027s were condescending and sarcastic. I am in a service business and I was \u0022wowed\u0022 in the \u0022wrong way\u0022 by their service and backing of the products they sell. They deserve \u00220\u0022 rating.<br><br>061209 I just read their response toi my review and it is an outright lie. I never returned the door and I was never allowed an exception to return it later. I ended up selling the door on ebay for a loss. It was never installed just the box was opened to look at the door, I let the dog try to go thru the unistalled door and he would not, so I boxed it back up, no wear, no screws, not installed. How they could say it had signs of wear when I never returned it to them?? If I EVER had returned it, they would have the door and I would not have sold it for a loss on ebay. Their statement that I refused a complimentary return is a dead give away to the blatant and poorly crafted lie. UNBELIEVABLE! See the other similar complaints posted, there are several just like mine.","link":"http:\/\/www.resellerratings.com\/store\/Moore_Pet_Supplies\/comment\/357669#comment357669","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Moore_Pet_Supplies.jpg","store_name":"Moore Pet Supplies","username":"sfobayguy","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"Moore pet has a pattern of removing poor reviews of their products from their website.<br><br>I bought a Staywell automatic dog door from them on May 5th 2008, by August 5th I had had 5 of the infra red collar tags fail. Staywell replaced them under warrantee. My review of the door indicating my problems with reliability was removed several times from Moore Pet\u0027s website, leaving only older positive reviews.<br><br>Just today 8-12-2008 the last review of mine was removed and dates were changed on some older reviews to make it seem as if they were recent.<br><br>This indicates a totally fraudulent mindset in the business practices of this company and would warn anyone to stay far far away from this company.<br><br><br>UPDATE: just read the response above from Moorepet. For screen shots proving they delete and modify accurate reviews of their products please cut and paste the URL below into your browser.<br><br>http:\/\/moorepetreview.homestead.com\/index.html<br><br>These guys do not stand behind their products, lie and generally engage in poor business practices. There are many good retailers out there, why deal with people like this.<br><br>Folks, the issue is not Moorepet\u0027s return policy or the quality of the (discontinued by mfgr) product. <br><br>The issue is THEY EDIT REVIEWS so you can\u0027t trust anything on their site. Please spread the link above and shop at a reliable honest store like Amazon where you can actually get an honest idea of what you\u0027re buying.","link":"http:\/\/www.resellerratings.com\/store\/Moore_Pet_Supplies\/comment\/399655#comment399655","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Moore_Pet_Supplies.jpg","store_name":"Moore Pet Supplies","username":"daveshan","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"I will NEVER purchase anything through this company again. I ordered a wall mounted dog door. When it arrived it was much to large. I went thru there procedures which involved getting a RMSA number and paying for overnight shipping thru fed Ex. I then purchased a additional door because I needed it asap and couldn\u0027t wait for them to receive the first one and re-ship. <br>I then receive a email with pictures of a broken door. They claim it was damaged in shipping and that i should go file a claim with fed ex that they won\u0027t accept this door back now. Fed Ex shows it was delivered without damamage. I am livid! I am a good customer who feels they are being scammed by this company. I\u0027ve ordered alot of items on line and have never had this kind of problem. Ever. Do not utilize Moore Pet Supply!","link":"http:\/\/www.resellerratings.com\/store\/Moore_Pet_Supplies\/comment\/400872#comment400872","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Moore_Pet_Supplies.jpg","store_name":"Moore Pet Supplies","username":"ExpressG","rating":"1"}, "single");){kind=link}
![Share](javascript:share_rating({"review_body":"This merchant will not accept returns or exchanges of anything that has been removed from the box--even if dead on arrival, their shipping error (another\u0027s experience) or not as advertised. The 30-day return policy is useless except for a wrong order. I had to dispute my credit card charge. Manufacturer would repair or replace if damaged, but I must pay shipping to return the product and return the substitute product they will send me to fill the hole in my wall left by the DOA\/NAA product. Mine was not installable in certain circumstances not revealed in advertising.","link":"http:\/\/www.resellerratings.com\/store\/Moore_Pet_Supplies\/comment\/437443#comment437443","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Moore_Pet_Supplies.jpg","store_name":"Moore Pet Supplies","username":"lchriste","rating":"1"}, "single");){kind=link}
"I ordered an Ideal VIP Pet door from MoorePet.com. It was drop shipped from the manufacturer within 2 days. I asked several questions via email before ordering and received prompt responses from MoorePet.com. Communication was good and I had no problems at whatsoever. I used a 5% off coupon code which made their price the lowest I could find online. "