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October 2023 by Marianne N.
I purchased an extra large dog door for a dog that I was rescuing from one of their distributors. When I received the door, it was obvious that the dog was bigger than I had been told, and would not be able to use the door. The dog is an older dog and has hip problems and back problems, I called the distributor and their distributor just absolutely refused to do anything so I called I do pet products, manufactured the door and spoke with Brian who is even less helpful than their distributor. So now I'm stuck with a door for a dog that I rescued and not being able to use it I'm sure Brian will find a reason to not return or honor any return policy for anything you buy from them please don't be stupid like I was and buy from these people and their Distributors, you will be stuck you try to do a good thing by rescuing an older dog with health problems and then people screw you over like this. Stay away from this company stay away from their distributors.
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March 2023 by daria baum
Love my old door but needed a replacement. Ordered same door, same size and it is much smaller. Returning the door.. apparently, it’s difficult to get x-large dog doors. I feel that it is deceptive to sell an x-large and the only pet that can fit through it is the cat!
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October 2022 by Greg Ninke
Have had a Patio Door xtra large door for German Shep and Fat Lab, they destroyed the housing and the flap. I ordered the parts from Ideal, and when they came, the flap was just a bit short, left about 1/8" gap. I think it may have been my fault that I ordered the wrong part. I contacted support and they are sending the correct one to me via 2 day USPS and no charge.I have been a customer since we had big dogs, 21 years, and will be an Ideal Pet Product until I don't have pets again, which, will be after I die.Thanks for the great customer service.
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August 2022 by Yasmine Khalil
We just installed Ideal Pet's Modular 96" White Aluminum Patio Door in our new home. Looks great & our dog loves it! Ideal Pet Products creates such great doggy doors. We've been loyal customers for 14 years now & wouldn't go anywhere else. Attractive, sturdy & the freedom it gives is priceless.
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May 2022 by James Russell Brummett
The customer support number was not helpful. Instead of trying to help a customer they pushed me to look at stuff online. After the third phone call telling them I can’t find it they finally walked me thru it. Since I was on a cell phone the web page was different looking and had no idea what type of door I purchased three years ago it was very confusing. About lost a customer.
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May 2022 by Christopher Seidenglanz
Recently purchased and installed The "Wall Entry Pet Door" from Ideal Pet Products. The quality is exceptional and it was very easy to install. From start to finish it was a very pleasant experience. The gentleman that assisted with my questions was Tom, whom walked me through sizes, fitment, and all pre-purchase items I was curious about. The unit came very quick and was well packaged. All instructions were clear and well detailed with photos. The unit fits well and my dogs love it. Within a day they're both using it. I would highly recommend this unit and company!
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January 2022 by Lee C.
Purchased pet door replacement parts. Excellent customer service and return assistance when I ordered parts I couldn't use. I highly recommend it!
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January 2022 by Renee G.
Bought a in wall pet door for $121. My old door system came with 2 slides or lock the pets out with. This kit has 1 slider....so the pet on the other side of the unit can try to come in and knock their head on the closed slider. THEY decided not to include TWO sliders anymore is what they told me, but I could buy another one on there site. How is the unit any good with one slider???? They didn't seem to care either, so I told them I would not be buying an additional two units and they said OK. Just thought others should know, the company doesn't need or want my business. P. S. It took 10 days to get my door unit.
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January 2022 by Will J.
I love the ideal Pet products, I just wish their customer service would be as great as their products. I called in to ask question on the measurement and what is the best product I would need to replace my doggy door parts. I got an old man who was grumpy and didn't want to answer questions, instead all he kept repeating is, "go to our website, click on replacement parts and aluminum pet door with the round logo on the flap." I asked him about measurements and all he said is the same thing. So I placed my order and it came fast. I was excited to change everything out and it turns out the framing was to big in the depth size. I went back online and read their return policy: Shipping & Returns Customer may return items to Ideal Pet Products within 30 days of delivery for product refund (excluding shipping charges). Ideal Pet will also pay the return shipping cost(s) if the return is a result of our error (you received an incorrect or defective item, etc.). You are responsible to pay the return shipping cost(s) when you return an item for any of the following reasons: You ordered the wrong item You return a non-defective or undamaged product You refuse a delivery without inspection You miss a delivery appointment Write your order # on the package and return to: 24735 Avenue Rockefeller, Valencia, CA 91355. Once received, inspected and approved, we will process your refund. So I called them, being that the mistake was there's for not helping and I was told, "no you chose it, it is not our fault. You needed to buy the Pet Patio Door instead." So now I have to pay shipping and loose more money, I am very disappointed with their entire customer service. It would have been cheaper for me to go on Offer Up and buy a new doggy door for $20, instead of paying $80 dollars for the wrong parts. I guess I learned my lesson, buy from Offer Up, instead of supporting Ideal Pet Products (SMH).
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August 2021 by Bonnie Younts
I do really like the dog doors I’ve purchased from them. I love that you can purchase replacement parts but it’s unfortunate that the cost to replace both flaps and weather stripping would cost significantly more than replacing the door altogether.
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August 2020 by Stuart J.
Had to get a replacement part for my doggie door. Normally I would just go to the store/warehouse and pick it up in person but I guess they are not allowing consumers in or choose not to.Not happy that I therefore have to order on-line and pay a shipping charge. Not the customers fault and they should waive such shipping charges until customers can once again go in person to pick up such items.Called but got nowhere with the gentleman I spoke to.
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August 2020 by Laura Turrent
We have an old doggie door from this company. I just called to get a replacement door and they helped me figure out which one I needed. They were so nice and helpful, the replacement door was only $10. I have another brand doggie door on a different door that is brand new and the closing mechanism is so d*** it only closes from one side so because it snaps on so if the dogs go through from the other side they can just push it off easily. ideal pet products has much better doors because they slide closed so they can’t be open from either side definitely recommend this company.
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June 2020 by Sheep Dog
I ordered a replacement flap and door for my doggie door, and when I called to see if it could be delivered before we moved, they made sure it went out the same day, and it got to us the day before we moved. What awesome customer service and care. Thank you so much for making our move worry free concerning our pets. We really appreciate it!
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January 2020 by Ash G
So I bought a used patio dog door from someone and need info for some replacement parts! But was not sure what kind of door I had, so I sent a question over to there customer service team. A representative named Janice Long reached out to me very quickly. She was so helpful, went above and beyond to help me figure out what type of door I had! If you look up great customer service Janice Longs name should pop up! Thank you so much Janice for all that you did to help me, you are truly amazing and I can never thank you enough! This company not only has great products but even better people who work for them!
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November 2019 by Paula Lawson
Great product. I too have a Ideal Pet Door for many, many years. Only last year did the door flap show signs of warp and the seal was thus compromised; so I ordered a new flap. Still had small issues which may be due to me not "seating" the replacement flap correctly. This year I decided it was time to replace the whole insert. Cost effective still. Beats buying a pricey entire new door. Give these people a try. You will be glad you did.
