"Order placed on 1/10/2023 with expedited shipping. On 1/18/2023 I still do not have my order. I called and spoke with manager Ryan who let me know that the order wasn't even started until 1/16 and will probably go out today. "You're not the only one who places orders and it takes time to build these pet doors". I explained that nowhere on the website does it say it takes over a week to build in addition to them then also ensuring the package is picked up by UPS. Over this timeframe I spoke with at least 3 people who were all very flippant and quite honestly could give a **** that this is a really bad customer experience. BTW, take a look at Better Busines Bureau, there are tons of complaints. Shame on me for not looking at that first. If you don't care about customer service and when you will get your order for quite an expensive doggy door, then by all means use them. Take my hard lesson learned and go with another vendor, Moore Pet doesn't appear to care about the customer experience."

"I bought this pet door after doing extensive research and due to the size of the dog I had at the time, but I will state clearly Moore Pet Doors does not stand behind their products. I bought a larger sized door as I had a Cane Corso at the time, I waited to install the door because the size was too big to install in my current door, as it had a 1/2 light window and it would have compromised the door. I finally was able to replace the door and actually have the pet door installed and my first set of flaps lasted less than a month and a half. When I called to discuss this with the person who answered from the company, I was told I should purchase the "hinged" flaps because they are sturdier than the regular flaps. Even though I explained the current flaps had only been in used for not more than 1.5 months, no mention of a warranty was offered. I ordered the "hinged" flaps at a cost of $200.00 and they have lasted less than a month and a half before starting to tear at the hinged attachment area. When I called to inquire with the company this time, someone mentioned a warranty time period and asked that I send them pictures, which I did. After reviewing them, they offered me a 10% off of a new pair of replacement flaps, which after spending $200 was literally a slap in the face for a product only lasting less than 1.5 months. And they had the nerve to state it looked as if it had been pulling, as if a raccoon might have pulled on the door. First of all my yard is fenced with cattle wiring at both the top/bottom of the fence lines and second neither of my dogs both of whom are between 70-80 lbs would allow another animal within the yard, as proof of the poor bunnies who have tunneled in and tried to escape -- none too successfully. Clearly this being one of the larger doors, there is a flaw in the manufacturing end as the flaps are VERY heavy as I can attest when having to install them; and per my perspective are not strong enough at the top where they attach to wear accordingly with dogs going in and out. The weight of the flap is what has pulled them, not my dogs and definitely not another type of animal. I cannot state on a smaller door, as this might work and may not be as heavy, but this experience has been nothing but annoying and a continuous amount of money out of pocket for me. Moore Pet Doors SHOULD stand behind their products and the fact that they do not is a shame and completely discouraging for me as a consumer. I am now stuck with trying to figure out another avenue; thank goodness I sew and I will try to figure out a replacement of my own made out of Kevlar that will not pull through the holes like the plastic they use for their flaps has. I just spent 1200.00 on a new door, and with a whole that size it is not likely I will find another pet door that will work. FOR THE MONEY MOORE PET DOORS ARE NOT WORTH IT!!!! Save it and go with something else. "

"I had the great pleasure of interacting with Whitney/Pat over the phone. She helped me purchase the exact replacement flap for my (older version) aluminum frame Ideal pet door. I ordered two because she said she could fit both in a standard delivery envelope as I didn't want/need overnight, 2 Day delivery as the cost was about the same as the flap I wanted. The flaps showed up in about 5 days and were EXACTLY what I needed. Thankyou for employing Whitney! Ben Speidel"

"They do not reply to any questions in a timely manner. I've called, emailed, and tried to chat but received a message "All agents are currently assisting others. Your estimated wait time is 0 minutes and 30 seconds. Thank you for your patience." for over 30 minutes. Don't waste your time with these guys."

"I ordered two flap replacement flaps and had to return them one was to small and the other one was to big. I received a phone call stating the Moore Pets had received them on April 19, 2016. I have called twice and was told it takes 30 days from the day of receiving the items at your place of business. Not once did the guy or the lady asked for order numbers just said 30 days. I called today May 17 I called and talked to David and he asked me for the order numbers and stated that my credit card will be credited in 24 hours. Just wanted to let MoorePet know that David was very helpful and concerned about my situation. Thanks David"

"return policy is a rip off/doggie door was received on 04/13/15/door did not fit properly so I returned @ shipping cost of $59.They received it back on 04/21/15.They called me on 04/27/15 saying door had a scratch on it.Did not issue a credit after waiting a week to notify me.Doggie door cost of $225/Shady return policy."

"Horrible. Item states to be shipped 1-2 business days. I receive tracking number and still waiting 5 days later for item to be shipped. Extreamly poor customer service. Contacted them 3 days straight given a line of bs that they would call me back. Now being told it may ship out tomorrow. a full week after order was placed and that item will hopefully be at my house on april 6th 15days after order was placed. "

"I have just called Moore pet supply that I bought my dog door through, to receive a pin lock in my dual flapped dog door that came lose and lost. I called and after spending $339.00 for my door, they are charging me $17.00 for a pin lock that goes into the tiny hole that keep the door from opening from the outside. I am sure they get this piece at cost for $1 at most. Plus it cost $10 to send the pin lock to me that weighs about the same as a pen. I am so outraged that I just can not believe this company stuck it to me, I can't buy this lock anyplace else. So, Just a thought is to take into account. They have grate door but, if you lose something YOU WILL PAY A LOT to replace a small item and for shipping as well.
From a really disappointed customer in Florida."

"Don’t waste your money.
My cats won’t even use this cat door and I’m stuck with it since it is installed in the wall.
The flap is too heavy and even with the magnets off it is too hard for them to push through.
They won’t even use it.
I called Moore Pet Supplies and Cameron who promised to help me he never bothered to return my call.
Don’t believe the lies on their website; once they sell you the product your stuck; no customer service.
Get something cheaper that you can remove if it doesn’t work."

"I bought a maxseal dog door through Security Boss® Manufacturing but my charge was through Moore Pet Supplies and their website says "For Premium Sales Expertise and any issues you may have that require additional customer support, please contact Moore Pet Supplies LLC at 1-***-***-****...www.moorepet.com. They are our designated staff and product support. Their pet door experience is unsurpassed and unequaled." So, it appears that despite buying through Security Boss, I was still buying from Moore Pet Supplies. I order the dog door and paid extra to get it quick and it came on time. However, I was not happy about the color of the exterior frame so I contacted Security Boss and asked what I could do (wanted samples before exchange). They only sell samples ($10) so I decided on a black exterior which would be safe. I was told to buy the new frame first, then in the box it came with, put the frame I didn't want & ship back. I really didn't want to spend the money to buy another frame, but I did. This forced me to take apart the parts from the original frame & install them on the new frame before shipping the original frame back. I was told through email as soon as they received the frame, I would get a refund. After they received the frame, the story changed and I was told I'd have to wait up to 30 days for a refund. Since I had several email conversations with one particular person, I asked again about this and was told it was the policy even though their site listed a 7-10 day policy and in email was told basically the refund would be 1-2 days upon receiving my return. I had not yet installed the door so I basically said if I don't get an immediate refund (several days after they received my return), I would return the entire dog door. They did take care of this for me asap so I installed the door. I'm very happy with the door itself and wouldn't have had any issues at all with the company if I didn't have a return/exchange. They definitely need to work on customer service, but in the end they did take care of me. I'm not happy the problem occurred, but I am happy they got it fixed after I made several inquiries about it. Had I saw the reviews here first, I may have made a different decision about keeping the door because it appears my problem is not an isolated incident. I'm giving them a neutral review because they did solve the issue for me but I will certainly be very careful if I need parts in the future to make sure I don't have return/exchange with them. I am happy with the product despite the frustration of dealing with the company."

"I am very happy with the French Door custom made doggie door that I purchased. My handyman who has installed many a doggie door says that it is the best he has seen -- well made, an exact fit, and very weather proof and durable.
The trick is having your handyman do the measurements and talk directly with the company so questions can be answered and no mistakes made. Sounds like some folks had to make returns and this will hopefully make this unnecessary. Candace was knowledgeable, courteous and very helpful. It arrived 1 week after placing the order and the next day, installed. I thought high priced but well worth it!"

"Do not buy from Moore Pet Supplies, they do not keep older parts in supply. I bought a patio pet door 2 years ago. They do not have flaps for the door. They said I would have to buy a new one. I paid $389.00 plus $50.00 shipping. I have an 1990 refrigerator. That I can get parts for it. I do not have to buy a new one. When the old one works. The door works fine. I just needed a new flap. It came off. Same as the refigerator I needed a new seal.They did not say buy a new one. Moorre Pet Supplier said that it is PET1. There are the ones that stopped making the door. They have since discounted using them. They said they where blindsided."

"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. "

"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."

"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!"