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Patio Panel Kit for Recessed Door Frames

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8 Customer Reviews

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8 reviews
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7
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Rating
20/
20%
by
We just bought a PetSafe door and, as we begin to install it, we find out that we need this extra piece. I agree with other customers on this site...this should be included in the package. This company needs to think through the customer experience and, at their next team meeting they need to ask questions such as..."is our customer more likely to return our product if this item isn't in the package? / Are they more likely to give us a negative review...which will impact future sales? / What can we do to make it easier for our customers to do business with us? / Do our customers have everything they need in the box to use/install our products?" for all of their products.

I for one am returning this item!!!

PETSAFE RESPONSE

Hi Tracy, We are terribly sorry for any inconvenience that was caused by the bracket kit not being included with your Patio Panel. We can certainly understand how frustrating it is to get a new product only to realize that additional parts are needed for installation. We recently began including this kit with every Patio Panel product, however there are still Patio Panels in various retailers’ inventories which may not include the part.

If you have any further inquiries, please contact us at 1-866-738-4379.

Rating
20/
20%
Displeased7/8/17
by
I ordered the patio panel pet door hoping to install it as soon as it arrived. Then I find out I needed an additional part that was not disclosed with ordering the original door. When ordering the door the customer should be advised an additional part may be need if you have a recessed door and offer to include that item in your purchase. The fact that you have to wait for the door before finding out an additional part is required that's not included in the purchase is extremely poor planning and definitely not customer friendly. Like Amber, I also checked with local stores that the petsafe website indicated carried the part of which they did not. Based on the previous reviews, the design and development teams have been notified and have still not resolved the issue.

PETSAFE RESPONSE

Hi Courtney! We are terribly sorry for any inconvenience that was caused by the bracket kit not being included with your Patio Panel. We can certainly understand how frustrating it is to get a new product only to realize that additional parts are needed for installation. We recently began including this kit with every Patio Panel product, however there are still Patio Panels in various retailers’ inventories which may not include the part.

If you have further questions or concerns, please reach out to us at 1-866-738-4379.

Rating
20/
20%
by
Just got our door today after waiting A VERY long time for it to come. We were so excited, until we realized half way through installing it we would need to wait even longer to order brackets to make it fit correctly. Also what are we supposed to do with the lock when the dog door frame is a different thickness than our actual sliding door? The lock will not line up. I do not recommend this product. Any suggestions for these problems? If we can't figure it out we are going to have to return the product and I expect a FULL REFUND!

PETSAFE RESPONSE

Thanks for taking the time to reach out to us, and for sharing your experience. We are sorry to hear that your shipment took a long time, and can understand how that can be frustrating. Our records indicate that only the brackets were ordered directly, and we are not sure why the shipment took a while. All refunds are issued through the retailer from which the item was purchased. We appreciate all feedback, and your experience and concerns have most certainly been passed along.

The patio panels are all 3/4" thick, and work well for most left to right sliding glass doors. However, there are exceptions. Sometimes, if it does not fit well, it is simply a matter of putting the patio panel in a different track. The brackets are an extra feature that is not needed for every installation, but again, your feedback has been passed along as we want to do anything we can to make things easier on our customers.

Please review the video below for installation tips:

https://www.youtube.com/watch?v=fMKdzHizatM

We will reach out to you privately for further assistance. We want to do anything we can to help!




Rating
60/
60%
Alright...3/13/17
by
I just ordered mine and I'm sure it will work fine but I have to add my two cents to the rest when I say it is ridiculous this has to be ordered in the first place. And if it does Petsafe should be sending it next day for free since it costs $13 for nothing worth of parts. But beyond that, why not have this available at [online retailer] so people can get it sooner and for free shipping and add it to the order when they buy the panel in the first place?

This is just bad from all angles.

PETSAFE RESPONSE

Thanks for taking the time to share your concerns, Larry. We can understand your frustration and appreciate you reaching out. We value all customer feedback, and this has been passed along to our development and packaging teams for review.

Rating
20/
20%
by
Like everyone else here, I had to go though the hassle of buying this extra part, that should have been included with the product. I just received the brackets and now discover INSTRUCTIONS ARE *NOT* INCLUDED!!!
So where am I supposed to find those? What else is pet safe going to do to waste my time and money?

PETSAFE RESPONSE

Thanks for taking the time to share your experience, Tim. We apologize for any frustration that you may have experienced while assembling the PetSafe Patio Panel. The installation video below shows how to attach the brackets around the 7 minute mark. We will also reach out to you privately for further assistance. We want to do all that we can to create a positive experience, and we can completely understand your distress.

https://www.youtube.com/watch?v=fMKdzHizatM

Rating
20/
20%
What a waste2/13/17
by
We purchased this door and now need the brackets to install it. I have checked all 5 local retailers near me that this website misleading lists as carrying this product and none of the retailers even carry the product or know what I'm talking about. I am extremely frustrated. I have been on hold for over 10 minutes with PetSafe customer service still no answer. Would NOT recommend this product to anyone!! Do NOT purchase this unless you have an exposed frame for your sliding glass door. It is NOT worth the hassle!!!

PETSAFE RESPONSE:

We're truly sorry for the frustration with finding the parts you need, Amber! We're not sure why you had such long hold times. We would like to help you and also research why you experienced this when attempting to call us. Please reach out to us at 1-800-732-2677 so we can work with you to make sure this is resolved, Amber!

Rating
20/
20%
by
The Patio Panel Kit for Recessed Door Frames wasn't included. Now I can' t install the door and will have to spend extra money to purchase and paying for shipping. Not a very user friendly product.

PETSAFE RESPONSE

Thank you for taking the time to review the Patio Panel Kit for Recessed Door Frames. We are sorry to hear that you did not have all of the pieces that you needed to install the door, and can understand your frustrations!

All feedback is welcome and your experience has been passed along to the design and development teams.

Rating
20/
20%
by
How is it possible that you are forced to spend an additional $13.40 to get a part that costs about a quarter and should be included with the pet door in the first place since most doors are recessed installs. In addition now I have the pet door sitting against the wall in my living room just in time for Thanksgiving since I cannot install it without this piece.

Very unsatisfied with this con game.

PETSAFE RESPONSE

Thank you for taking the time to share your feedback concerning the recessed door frame brackets.. While recessed frame sliding glass doors can be more prominent in certain locations and styles of homes, standard sliding glass doors continue to be the the norm for most homes in the United States.

Rather than package the brackets with every door and pass the costs associated with manufacturing and including these items onto our customers, we have these available for purchase separately for those customers which need them.

All feedback is welcome and your experience has been passed along to the design teams. If you have any additional questions or concerns, feel free to give us a call at 1-866-732-4379.