Moore Pet SuppliesReturns

This review was posted by
a verified customer
Verified customer

Don't order anything from this company located in LaCrosse, Wi. I ordered the wrong replacement door flap for our doggy door (their website is terrible) and returned per their instructions on the website. I returned it in the same box it came in, put the RMA# on the outside, paid 11.00 for priority mail to return it and they refused the package! I called them and ask why and they told me it had to be sent by UPS or FED EX. The website did not state this and neither did the e-mail with the RMA# . I am mad because I spent the original 9.50 to have it sent to me, 11.00 to return it and now they want me to UPS it back to them again. The part only cost 20.00. The person that I dealt with also told me that UPS and FED EX allow them to open returned packages, inspect them and then refuse them if necessary. I ask my UPS man if I can open a package he brings me then refuse it and he said no. UPS will not accept packages that have been opened and then take them back. This company is getting away with this practice because the public lets them. I am notifying the Better Business Bureau, the Attorney General for Wi. and my state Attorney General. They had better change their website return policy or suffer the consequences. Better yet, don't buy from them.


  • An
    Another burned customer Mar 27, 2013

    I am tied up in a multi-month ordeal with this company as well. Their processes make the Keystone Cops look like a highly professional customer service organization in contrast. Their president's reply here just goes to show you that their customer NON-SERVICE attitude begins at the top.

    I would suggest they stop assuming their customers are slobbering idiots that only want to take advantage of them and start to LISTEN to them. Currently their motto and practice is, "the customer is ALWAYS WRONG, so deny everything."

    When you send the wrong part to a customer, at least consider you may be at fault. But when you then fail on all other counts afterward like; not follow YOUR OWN return policy, or deny receipt of a return (only to be proven wrong by proof from the shipper), then hold up refunds becomes clear the company "president" that replied here is way out of touch, or drinking too much of his own Kool-Aid.

    Just avoid em, or else get stuck in a mess like I am, and feel like a fool for dealing with them in the first place without properly checking them!! It is a bad market and they will not last long if they keep it up, that is all I have to say...I lived and learned in this case.

    1 Votes
  • Gd
    GDSM Mar 15, 2011

    I agree... this company SUCKS. Because of a computer error at their end, Moore Pet Supplies shipped TWO of the same item that I ordered only ONE of... and they fail to acknowledge their mistake while not crediting me back the full amount (particularly the full amount of two-way shipping) of a duplicate product which I never ordered. Then, they had the nerve to initially credit me back about half of the purchase price, as if some cruel joke! Their customer "service" reps (particularly some guy named Spencer) are extremely arrogant and defensive, to the point that they won't even give out the name or contact info of the name of the owner of the company (Scott "R"... where I found out from the BBB that the "R" stand for Ritterling).
    If you do an internet search of this company, you will see many unfavorable reviews posted on,,, and the Better Business Bureau of Wisconsin (although the BBB mis-classifies complaints as resolved even when they don't hear back from the complaintant).
    I will never do business with this company again, and I suggest you heed the warnings and shop around elsewhere.

    2 Votes
  • Ba
    B&B Kennels Nov 19, 2010

    Moore Pet Supplies has provided me with excellent products and service. My husband and I run a Boarding kennel and have purchased many products from Moore Pet. We installed 20 of the Security Boss Insulated Kennel Doors with the 3 Sided frames, the quality and insulation value is outstanding I would recommend Moore Pet Supplies to all pet lovers.

    -3 Votes
  • Ja
    Janice McClain Mar 18, 2009

    I have ordered 5 items from Moorepet over the past year and because of my indecision I returned 2 of the items. I have never had any problems with returning an item. Moorepet has always been helpful in the returns process and assisting in getting me the correct product. I will definitely be ordering any of my pet door needs and accessories from Moorepet in the future.

    -4 Votes
  • Pr
    President - Moore Pet Supplies Jan 11, 2008
    This comment was posted by
    a verified customer
    Verified customer

    It is unfortunate that there are folks that cannot follow simple instructions, Moore Pet Supplies' return policy is very generous, but we do insist that instructions are followed. These instructions allow us to process shipments, information and customer correspondence efficiently. What is disturbing is that individuals out of misguided anger and misplaced frustration are given a platform that satisfies there desire to do someone harm.

    -2 Votes

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