Moore Pet Supplies

Review: 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 2/4/16. 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 2/6/16. 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 with FedEx for a damaged product. My response has been, and continues to be, that I cannot file a claim with FedEx for several reasons, including (1) I cannot attest to the damage, if any, as I never saw the item because I never opened the box knowing I had cancelled the order and would be returning it; (2) Assuming the product is somehow damaged as they claim, I have no information as to whether that occurred during the shipping to my residence or on the return; and (3) I am told the box is completely intact and undamaged, which makes their claim the product is damaged somewhat unbelievable.

In my last telephone conversation with a representative of the company I asked how the item could be scratched given the box was never opened by me. Their shocking response was they didn’t recognize the tape on the box and so they now assume that “someone” must have opened the box and removed the contents. This is absolutely ridiculous. I have repeatedly told them that I never opened the box. I never even moved the box from my front porch because it was too heavy. I have video cameras my home and the video has been preserved from the point the box was delivered until it was picked up by FedEx. That video clearly shows the box remained unmoved, unopened, and untouched until it was picked up by FedEx.

My on-line research in regard to this company documents several other similar customer complaints involving the company making a claim the returned product was somehow damaged. The company required those customers to file claims with UPS and FedEx, and both of those entities denied each damage claim as there was no apparent damage. Ultimately, the shipping companies refused to accept the damage claims, the company kept the allegedly damaged products, and no refunds were ever issued to the customers.Desired Settlement: I am requesting my credit card be refunded for the amount charged based upon the fact that the product was returned per the company's policy, had never been opened, and I cannot possibly file a damage complaint with FedEx as I have never seen the product and cannot attest to its condition at any time given I never opened the box. I can only state that the video cameras at my house will document the box was delivered and placed on my front porch, was never moved, opened or touched, and FedEx picked up the box on 2/6/16. The fact that there is no damage to the box whatsoever, and the fact that the box was never opened, places a real question and concern as to what this company is attempting to pull.

Business

Response:

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

Consumer

Response:

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

While shipping was incredibly fast, they sent me the lower priced product rather than the one I ordered and so it had to be exchanged. I did a lot of shopping for the perfect pet door to keep some cats in and some out and went with the Cat Mate electronic door that requires either a chip or a collar tag for the pet to gain access. However, the design has the FLAP on the interior and allows rain, snow, debris, wind in this tunnel through the wall with no protection. Mine is on a porch which has cover, but I live in Minnesota and snow and rain blast my porch. Very poor design, but as stated on their website, Moore Pet will not allow any returns unless it is new in box so if you read 30 day returns, continue reading. They will not allow me to either return or exchange this door and their condescension of my ignorance that the flap being on the interior wall with a hole on the exterior wall and was "obvious" shows their lack of caring once they have your money.

Review: We ordered a single pane patio pet door on 09/15/2015 from Moore Pet LLC. Then on 10/13/2015 I contacted Moore Pet LLC by phone and email, relaying that our vet told us using this type of product in our rural area would be a death sentence to our cats due to wild animals. Moore Pet LLC emailed us their specific policy and instructions stating "Returned items must be packaged in the same manner that they were received." Moore Pet LLC states this twice in their instructions. In addition, I was to complete their form indicating our reason for the return, email them the reason for our return, clearly post the RMA# they assigned to us on both our and the UPS label. And return the item by 10/27/2015 to them at 3170 Airport Rd., La Crosse, WI 54603 All of their criteria was met and the product was returned to them for refund in the same package in which it was received (as directed). The package was in excellent condition when we left it with UPS. The packaged left UPS on 10/20/2015.

On 11/09/2015 I received a call from my local UPS office stating that Moore Pet LLC refused to accept delivery. I immediately contacted our credit card co. I have since learned that Moore Pet, LLC directed UPS to discard the contents of the package. UPS states that the pkg. was crushed in transit and the contents were damaged. UPS also states they are not liable for loss or damage to any package from improper packaging. Upon UPS's evaluation, "The new, non-US, single-wall, corrugated shipping container was not sufficient to protect the merchandise." REMEMBER: Moore Pet LLC has a very specific policy, in writing, on how to package the returned product. We met that criteria. We stopped payment via our credit card co. & opened a dispute. We won the dispute in 2015 but now Moore Pet LLC has had the dispute reopened. SINCE ALL OF THIS, I HAVE LEARNED THIS IS NOT A UNIQUE OCCURRENCE FOR Moore Pet LLC. IT APPEARS AS THOUGH Moore Pet LLC IS KNOWINGLY DOING THIS. PERHAPS IN ORDER TO AVOID ISSUING A REFUND. Our refund due is $270.Desired Settlement: A full refund of $270. via credit to American Express

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 11x16 Max Seal Wall Mount Dual Flap Doggie Door on April 17, 2016. 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 2 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 vs. UPS 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 $335.00 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.