1/5

posted Sep-10-2011

My experience with Moore Pet Supply has been disappointing to say the least. They are located on the east coast which is difficult for customers who live on the west coast because of their hours. The customer service hours are limited so that alone presented a challenge for working individuals.

I believe their policies are not clear and customer service is poor. I purchased a pet door and a security bar which I needed ASAP. I ended up spending over $50 for expedited shipping so that I would have the products as needed. I received a package via "2nd day delivery". The label on the package indicated that it weighed 35 lbs. and the size of the box would have held a set golf clubs. I thought it was rather small for a dog door but imagine my surprise when I picked it up and I opened it to only find the security bar which weighed less than 1 lb!

I complained via e-mail because customer service was closed and they responded that I had not read the policy carefully enough. I did not agree but I let it go. I figured lesson learned as my door arrived later in the week (not by 2 day delivery as paid!). I had to make additional purchases of weather stripping to install the door because the weather stripping they provide will not do the job.

So once the door was in, I realized that the "hugely expensive" security bar (because of inflated shipping costs) was too big for the door and I wanted to return it.

I followed their policy requesting an RMA. They gave me a number and directed me to respond to their e-mail, in order to obtain a return label. I did as they requested and have not received a response. They gave me a deadline of 9-25 to return the item. I have still not been issued the return label.

I took the item to UPS on my own to inquire about returning the item. They advised that I would incur additional charges for the postage-another $13.00. I GIVE UP and will not recommend this store to anyone.

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