Moore Pet Supplies

The item (a pet door panel) was returned to the company per the company’s return policy The box was never opened as I had no intention of keeping it once I discovered it had no locking mechanism I have requested that a refund be issued via telephone and email The company has failed and refused to do so By way of background, please note the following: I attempted to cancel the order before it arrived, but was advised it had already been shipped It arrived at my home via FedEx on 2/4/ I was told to contact the company for a RMA number once it was received I did that I was given an RMA number and the item was picked up by FedEx on 2/6/ The large box remained on my front porch and was never opened Now the company is trying to claim that the item was damaged Their claim is the item is scratched and the corners are rounded I cannot attest to that given I never saw the item because the box was never opened The company is insisting that I file a claim

After speaking to a sales rep, I ordered a high end pet door for a concrete block application They said it would be no problem to install The product came and their were no directions for this type of application The only directions are for frame walls They did not offer me any instructions whatsoever regarding installationThey have a contractor database that matches contractors to their product installs I live very rural They did refer me to a company that is minutes away from where I live to do the installation, but they were not interested and I did not feel I should rely on someone else to do this work; afterall the door cost me a small fortuneInstallation could easily cost thousands for this small door I spent over three months trying to get anyone interested in installing this pet door for me Not one person would return my call or I was told flat out that the contractor would not be interested They have a three month no return policy I have a door tha

The business would like consumer to contact them directly to resolve the issue

On 2/26/I ordered a pet gate from Moore Pet Supplies, order # [redacted] using my PayPal account On 2/26/PayPal paid Moore $from my PayPal account I did not receive the merchandise for two to three weeks When I did receive it, the gate did not fit in the space I had measured it for as the gate was an inch in width less than advertised I called the company and received and RMA I sent the merchandise back to Moore via FedEx at my own expense I was informed that they would be deducting a "restocking fee" from my original purchased price when I called asking for the RMA return authorization I did tell them I felt this was exorbitant at possibly 15% of the original cost But I had not choice I've called Moore several times, and finally today, 6/7/I called one last time and, once again, I was given the runaround by Whitney She informed me first that she had to talk to her manager, then I was told the person who could take care of it was out of the office until M

On 2/26/I ordered a pet gate from Moore Pet Supplies, order # *** using my PayPal account On 2/26/PayPal paid Moore $from my PayPal account I did not receive the merchandise for two to three weeks When I did receive it, the gate did not fit in the space I had measured it for as the gate was an inch in width less than advertised I called the company and received and RMA I sent the merchandise back to Moore via FedEx at my own expense I was informed that they would be deducting a "restocking fee" from my original purchased price when I called asking for the RMA return authorization I did tell them I felt this was exorbitant at possibly 15% of the original cost But I had not choice I've called Moore several times, and finally today, 6/7/I called one last time and, once again, I was given the runaround by Whitney She informed me first that she had to talk to her manager, then I was told the person who could take care of it was out of the office until M

Would give negative stars if I couldI ordered guillotine doors from this companyof them were regular size and two of them were extra largeThey are for a boarding kennel I am renovating and it is a construction siteI did not open the boxes when they arrived so I could keep everything together in one placeUpon installation I realized they made the mistake of not sending the slide bars for the extra large doorsNo biggie...we all make mistakes and I figured I would call and they would more than happily fix their screw-upI am now being told that I had days to inspect the product- per the invoice...that I never receivedThey are now REFUSING to supply what I paid forDon't give this crap company your business or your moneyThe doors are of no use without the slides...that they erroneously did not sendKinda like buying a car that is suppose to have tires, and it arrives without them...it won't roll without themSMH- what a horrible company with even worse no customer service

We called Moore Pet Supplies to order a dog door as they had a good selectionWe described in great detail what our walls were and thicknessWe were told that this door would workWe then reviewed there website that lists potential installers and picked one of their installers listedThe installer was not paid by them but was listed and recommended on their website
We ordered the door suggested costing dollars on May 14thWe returned it June 14th days after purchasedTheir website states that we are eligible for a full refund minus the shipping costs if returned within daysWe shipped it day
Their recommended installer came out to install, opened the box and told us this would not work despite what we were told and that "they were crazy to sell this for our needs"
Then we were disappointed and devastated we could not have it in our home so we sadly returned it We looked at the paperwork inside the box and the only info was the manufacturer and the man

I ordered a custom dog door for my dogs on 11/7/and paid $for this productI just installed it less than two months ago and the main vinyl flap for the dog door is not hanging correctlyIt is hanging concave and allowing bugs in and air/heat outWhen I contacted Moore Pet Supplies customer service they told me the weatherstripping needs to be adjustedEven upon adjusting the weatherstripping, the flap is still not closing or sealing correctlyIt is clearly defectiveRather than offer an acceptable solution, Moore Pet Supplies told me to go buy new stronger magnets or to purchase a new flapThis is a brand new productIt should not have worn down, broke down, or be working incorrectly after just two months of use
It is interesting to note that immediately after I complained to tMoore Pet Supply, they deleted my online account so that I no longer have access to my order number, my invoice information or order historyThis is fraud!

When a customer returns an item, they pay the return shipping unless it arrives damaged to them.on the return trip, the customer is the shipper and the only one that UPS or FedEx will allow to file a claimThis is why we encourage all customers returning items to insure the package for the full content valueMPS gets no advantage by what the customer is claimingIt seems they are not clear on how these shipping companies work and whom is held responsible at which leg of the journey. ***

On 6/26/2017, my hisband and I ordered our electronic pet door with tags which did not workWe spent hours trying to get the door to work with the keys and contacted your store who told us to contact the manufacturerAfter several attempts with the manufacturer on the phone walking us through the setup that could not get the door to work eitherThey said that in some cases the electronic door will not work with certain metal sliding doors since it causes interference with the signalMy husband and I contacted the company to let them know we were returning the door since it never workedWe had to ask for them to pay for and arrange the return shipping since we could not even use it and they didWe received a call week later saying they received the door damaged and that we would have to go through Fed Ex to get our money backWe explained to them that we did not arrange the shipping therefor the company would have to submit a claim if it was damagedSince the we have not heard anything from the company nor have we received our refund for the over $Door that did not workWe do not recommend anyone buying from this company!! I have called to inquire as to why we have not received our refund and they said at first that the door worked when they got it back:/When I pressed further as to refund I was told it would take up to days to refund us!! On 8/17/my husband and I were refunded $391.42, which is $less than what the door cost us

After speaking to a sales rep, I ordered a high end pet door for a concrete block application They said it would be no problem to install The product came and their were no directions for this type of application The only directions are for frame walls They did not offer me any instructions whatsoever regarding installationThey have a contractor database that matches contractors to their product installs I live very rural They did refer me to a company that is minutes away from where I live to do the installation, but they were not interested and I did not feel I should rely on someone else to do this work; afterall the door cost me a small fortuneInstallation could easily cost thousands for this small door
I spent over three months trying to get anyone interested in installing this pet door for me Not one person would return my call or I was told flat out that the contractor would not be interested They have a three month no return policy I have a door tha

The item (a pet door panel) was returned to the company per the company’s return policy The box was never opened as I had no intention of keeping it once I discovered it had no locking mechanism I have requested that a refund be issued via telephone and email The company has failed and refused to do so
By way of background, please note the following:
I attempted to cancel the order before it arrived, but was advised it had already been shipped It arrived at my home via FedEx on 2/4/ I was told to contact the company for a RMA number once it was received I did that I was given an RMA number and the item was picked up by FedEx on 2/6/ The large box remained on my front porch and was never opened
Now the company is trying to claim that the item was damaged Their claim is the item is scratched and the corners are rounded I cannot attest to that given I never saw the item because the box was never opened
The company is insisting that I file a claim

I placed an order with Moore Pet Supplies on the recommendation of a friend, never really researching the company as I would normally do on a several hundred-dollar item and wish that I would have in hindsight I have yet to attest to the quality of their product because I am wrapped up in the worst customer service and return policy that I have ever encountered I ordered item SBWMDF 11xMax Seal Wall Mount Dual Flap Doggie Door on April 17, I hired the same friend that recommended the company to install it, when he arrived and just from looking at the box, he told me it was going to be too big for the space by inches We opened the top flap of the box, pulled out the order confirmation and he said again, it was too big that I will need to send it back and get another I contacted the company and they sent an email with very specific instructions for the return, which included typed in BOLD font and I quote “We strongly encourage the use of FedEx when returning merchandise to Moore Pet Supplies It has been our experience that there are less incidents of damage with FedEx vsUPS and FedEx is easier to work with when making a claim” I thought that was a rather odd statement to make along with the STRONG recommendation to insure the package for the full amount of the product but I went ahead and paid for the insurance and returned the package in its original box and packaging since only the top flap was carefully opened and the box was in excellent condition So on May 19th I returned to doggie door, on May 25th I received a phone call from Bree at Moore’s Pet Supplies advising that the doggie door inside the box was scratched and could not be resold so I would not be getting my $back She informed me that I should contact FedEx to make a claim in order to receive my money She did not tell me if the box was damaged or how the scratches occurred but that, I was responsible for the shipping and it was up to me to make the insurance claim I contacted the shipper and made the claim but they asked me for evidence of the damage to the box I told Laura at Fed Ex that I do not have any and that the box was in great condition when it left my custody I contacted Bree at Moore's again for details of the damage on the box, she said she didn’t have any pictures and no description of the damage to the box and that FedEx had already picked up the door to evaluate for the claim This entire process seems extremely shady and borders on insurance fraud to me so when I did a google search of Moore Pet Supplies it was interesting to see that I am not the first or the second or even the third person that had this exact same scenario happen to them It is clear there is a reason they do not warrant a Revdex.com accreditation I am genuinely sorry I did not google them before I made this purchase

As we explained to the customer, we are unable in our system to have it charge tax on only one item when it ships to only one stateWhen speaking with the customer, we very clearly told him he was not obligated to complete the order and we would cancel the order if he did not want to pay the tax,
but that we are obligated to collect tax on that brand of pet door when it is shipped inside the state of CaliforniaThe customer said he would "grudgingly" pay the tax even though we offered to cancel the orderWhen the customer asked for the order to be expedited, we explained that the order would arrive in 1-business days since it is shipping within CaliforniaSince the customer is obviously not satisfied with the order, we have cancelled his order and refunded all of his money

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] This matter can be closed as the company did issue a refund for the purchase However, I was charged for the return shipping, although I do not believe that is fair The company claimed the item was damaged when it was returned to them However, since I never opened the box, I cannot say whether it was damaged during delivery to me, or whether it was damaged in the return And, furthermore, I cannot even state with any certainty that the item was damaged at all as the company claims given I never opened the box, or even moved the box from my front porch I can only state with certainty that I will NEVER do business with this company again And I have made certain to tell everyone I know who needs a product such as this that they should not do business with this company Please consider this matter closed I am NOT satisfied with their response, but it is a moot point now
Regards,
*** ***

I would give negative stars if I could.

I ordered 32 guillotine doors from this company. 30 of them were regular size and two of them were extra large. They are for a boarding kennel I am renovating and it is a construction site. I did not open the boxes when they arrived so I could keep everything together in one place.

Upon installation I realized they made the mistake of not sending the slide bars for the extra large doors. No biggie...we all make mistakes and I figured I would call and they would more than happily fix their screw-up.

I am now being told that I had 10 days to inspect the product- per the invoice...that I never received. They are now REFUSING to supply what I paid for. Don't give this crap company your business or your money.

The doors are of no use without the slides...that they erroneously did not send. Kinda like buying a car that is suppose to have tires, and it arrives without them...it won't roll without them.

SMH- what a horrible company with even worse no customer service.

I have not received a refund from the company.  But my credit card company has placed the item in "suspense".

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the...

offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] I sent them several emails without a response until just this morning.  That message notes there was some kind of mistake and will be crediting my charge card within 30 days.  That seems to be unacceptable.  I have asked them to verify the amount of the credit they intend to apply, but haven't heard back. 
Regards,
[redacted]

The business would like consumer to contact them directly to resolve the issue.

Review: While researching automatic pet doors I contacted Moore Pet Supplies to inquire about specific information regarding the Solo Automatic Pet Door. While I received the product information I was looking for, I was mislead by billing information they provided. I called Moore on 8/11/2015 (which happens to be my birthday) to ask one final question before ordering the door. I asked the rep if it was easier to place the order via telephone or through their website. They said it is easier to order through the website so that's what I did. I was never told about any potential discrepancies between these two ordering methods. About 2 hours after ordering the product, I received 2 phone calls from 2 different representatives of Moore Pet Supplies. They both told me they need to charge me additional money for sales tax which was never represented to me in any previous phone calls and was not shown on my final invoice for the order. The company is based in Wisconsin and I live in California. I place online orders on a daily basis and constantly look for the companies where there is no tax charged in my state. Moore Pet Supplies appeared to be one of those companies. They would not credit the tax amount to the order, nor would they reduce the cost of the pet door to absorb the tax cost. I begrudgingly paid the tax as I was forced to do so in order to keep the order moving. I never received an updated invoice showing the tax was paid, and for all I know this added cost was never required and just adds to their bottom line. The manager I spoke with (Heidi) said their website does not allow sales tax to be charged which I find impossible to believe in this age of e-commerce. In all my years of online purchases, I have never been called after an order was placed to get more money for tax when a final invoice shows there was never a responsibility to pay it. The manager was very uncooperative to reduce the product price, expedite shipping, or provide any level of retribution for their obvious lack of accounting management. While they may have a decent knowledge of their products, they lack a basic understanding of their own financial and order processing methods which creates distrust. In combination with the lack of customer service to provide any remedy to the situation, this company will never will get my business again. It is my belief that Moore should credit me for the tax charge which is un-verified.Desired Settlement: Refund my credit card in the amount of <$32.60> to cover the misrepresented sales tax.

Business

Response:

As we explained to the customer, we are unable in our system to have it charge tax on only one item when it ships to only one state. When speaking with the customer, we very clearly told him he was not obligated to complete the order and we would cancel the order if he did not want to pay the tax, but that we are obligated to collect tax on that brand of pet door when it is shipped inside the state of California. The customer said he would "grudgingly" pay the tax even though we offered to cancel the order. When the customer asked for the order to be expedited, we explained that the order would arrive in 1-2 business days since it is shipping within California. Since the customer is obviously not satisfied with the order, we have cancelled his order and refunded all of his money.