Business ProfileforPatio Pacific (PetDoors.com & EnduraFlap.com)

I recently bought the Ideal Fast Fit Patio Pet Door for my senior dog with cancer for $603.70 on September 16th, 2023. I received the dog door on September 27th, 2023. I tried to install the dog door and it did not fit on my sliding door. I called customer support and was connected with Scott. I explained that I needed to exchange the dog door for a different size because it did not fit on my sliding door and that I couldn't use it. He said no exchanges. I then asked if I could return the dog door and get a refund because I couldn't use it. And he said, no returns or refunds. This phone call took place within 30 days of initial purchase. I tried emailing to explain that I needed to return the dog door because I can not use it. S**** emailed me back declining a return or refund and that the door is "popular and easy to sell" and that I should sell it on Facebook marketplace or Craigslist. I created posts to sell the dog door to no avail. I emailed again explaining I am unsuccessful in selling the door and that I needed to return it. At this point, my dog with cancer has passed away. And S**** replies, that the weather is cold and that it is past 30 days of purchase and that I can't return the dog door.

I'm sorry to read this critique of our business. I attempted to be clear and concise with the customer with the actual reason she is unable to return the pet door, it is custom-made pet door. From her review, I believe that she does not understand what I have been trying to communicate multiple times. On November 1, 2023 I explained in an email the reason she cannot return the pet door: Your pet door is not returnable for two reasons: 1. You chose a custom stepover of 2.5 inches. Custom pet door are not returnable. 2. This manufacturer has a strict 30 day return policy. You purchased your pet door On September 16th which is over 30 days old. I'm sorry, but we cannot accept a return on this pet door. It is a popular pet door and you'll be able to sell it on la local site like Facebook Marketplace or Craigslist. November 1 her reply was: I have put the dog door on selling websites and I have been unsuccessful selling the dog door. If you are saying this door is easy and popular to sell, you can sell it. This has not been the case for me and I can not use this dog door. Aside from not being able to actually use this dog door, my dog has now passed away without having used the dog door. It’s completely unethical. November 2nd my reply was: I'm sorry to read about your dog's passing. I know how difficult it can be. Unfortunately, we are unable to accept the return of a custom made pet door. We do not believe this is an ethical issue because our policy on returning custom made pet doors is clearly stated on the website. It is fall and cold in many parts of the country. Selling a pet door during this and the winter season will take longer. We have done our best to clearly communicate the reason she cannot return the pet door.