The Pet Door Store

I read this review but called The Pet Door Store anyway as they had the best price on the item I wanted to order, and I had some compatibility questions about my pet door. John handled my call as well and he was great. He answered a TON of questions on the phone with me and made sure that I was getting the right product for my needs. I ordered the pet door he suggested even though it was back ordered. After talking to John it became apparent that the item I was ordering was going to be drop shipped from the manufacturer after they had built it just like the complaint above, but he had already gone so far out of his way to make sure that I was comfortable with my purchase that I went ahead with the order anyway. The door came within the time frame that he said it would, and exceeded all of my expectations. The pet door works great, my dog loves it, and I am glad that I was able to talk to someone so knowledgeable before ordering as a good quality pet door is not a cheap item.

Posted 01/28/09 | Report Abuse

Was this review helpful to you?

Do not order from The Pet Door Store.I called 2.5 weeks after I placed my order to find out where it was. Was told by the owner, "John", that somehow, my order hadn't gotten to the manufacturer. I told him that since it was their (his) mistake, and that nothing had been done with my order in those 2.5 weeks, I demanded overnight shipping to make up for lost time. He told me he'd lose money if he had to pay for overnight shipping, and I informed him that that's sometimes the price you have to pay for mistakes...the cost of doing business. He agreed to expedited shipping, and told me that I'd have my pet door as soon as the manufacturer had "built" it (5-7 days for the build, then shipping).Fine.Fast forward ANOTHER two weeks - called to find out the status. John didn't remember our first conversation, and said that he thought the door was still "back ordered" (remember the first time, he said it had to be built...now it was "back ordered", but he wasn't sure?). I told him he needed to find out for sure, otherwise I'd cancel my order, and buy it elsewhere. He called me back 5 minutes later to tell me the door was still "back ordered" - which is completely meaningless...manufacturers don't have items on "back order"...they've either built it, or they haven't. It was clear by his soft answer at that point that he wasn't interested in a) finding out the truth, b) owning up to his mistake, and c) making the situation right for HIS CUSTOMER who had ALREADY PAID FOR THE ITEM. He just said, "Fine, I'll get you a refund," and hung up on me. Wrong.I immediately called him back, and let him know that I didn't appreciate being hung up on. He said, "I thought we were done." I corrected him. We were indeed, NOT done, as he hadn't told me how he was going to refund my money, and when and how I was going to be notified of said refund. He said that he'd already sent me an email. I told him that he'd have to hold on a minute while I checked my email to be sure it came through, to which he replied, "Hurry up, you're on my dime." Hurry up, you're on my dime??? Are you f****** KIDDING me????The email with the refund information had come through, and he then hung up on me again.If my story isn't enough to dissuade you from ordering from The Pet Door Store, then consider this:Clearly this is just a kid with a computer who's trying (or not trying) to run a "home based internet business". His website is simply a porthole through which you order these items, basically directly from the manufacturer. That's all fine and dandy, until something goes wrong. Obviously he has no experience dealing with dissatisfied customers, zero interest in owning up to and correcting his mistakes, little or no business sense, and a bad attitude to top it all off. Don't waste your time with him, or his company. There are HUNDREDS of other sites where you can purchase these items, and deal with a PROFESSIONAL as well.

Posted 08/22/07 | Report Abuse

Was this review helpful to you?