1/5
posted Mar-08-2011
A good door... but not perfect -- even after extensive adjustment, my 10-pound dog could "escape" before I modified the latch. But what bothers me is the lack of professionalism with this company. After their web site was down, my wife called to place an order, but the agent was freaking out because their computers were down -- finally told her to call back another day. A couple days later, she tried the web site again, and placed ONE order. Apparently, the processing on the back end got screwed up, and they shipped us TWO doors. So, after a bit of a run-around, office manager Brian agreed to take one back and cover the return shipping (only after I complained enough). Over a month later, still no credit, but the rep Spencer now tells me that they will "split" the shipping charges with me, instead of entirely covering shipping, as Brian first agreed. Now I'm stuck with shipping charges (one way) for a product I never ordered or needed. When I told Spencer that I would write about my experience on the internet, he got very defensive -- not very well trained in customer satisfaction. It's only $15, but why should I be penalized $15 for their mistake?? What ever happened to "the customer is always right"? If $15 is the cost of this small amount of bad publicity, I would think Moore Pet Supplies would have acknowledged their mistake and covered it.
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![Share](javascript:share_rating({"review_body":"A good door... but not perfect -- even after extensive adjustment, my 10-pound dog could \u0022escape\u0022 before I modified the latch. But what bothers me is the lack of professionalism with this company. After their web site was down, my wife called to place an order, but the agent was freaking out because their computers were down -- finally told her to call back another day. A couple days later, she tried the web site again, and placed ONE order. Apparently, the processing on the back end got screwed up, and they shipped us TWO doors. So, after a bit of a run-around, office manager Brian agreed to take one back and cover the return shipping (only after I complained enough). Over a month later, still no credit, but the rep Spencer now tells me that they will \u0022split\u0022 the shipping charges with me, instead of entirely covering shipping, as Brian first agreed. Now I\u0027m stuck with shipping charges (one way) for a product I never ordered or needed. When I told Spencer that I would write about my experience on the internet, he got very defensive -- not very well trained in customer satisfaction. It\u0027s only $15, but why should I be penalized $15 for their mistake?? What ever happened to \u0022the customer is always right\u0022? If $15 is the cost of this small amount of bad publicity, I would think Moore Pet Supplies would have acknowledged their mistake and covered it.","link":"http:\/\/www.resellerratings.com\/store\/Moore_Pet_Supplies\/comment\/717966#comment717966","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Moore_Pet_Supplies.jpg","store_name":"Moore Pet Supplies","username":"GDSM","rating":"1"}, "single");){kind=link}