Customer reviews from PetSafe
PetSafe - SmartDoor Connected Pet Door, Dog and Cat, Selective Entry and Exit, App Enabled Pet Door, Smartphone Controlled, Large - White
Average customer rating
4.1
(90 Reviews)
Rating breakdown 90 reviews
5 Stars
58
4 Stars
9
3 Stars
9
2 Stars
5
1 Star
9
81%of customers recommend this product.
(
63 out of
78)
Customer Reviews for PetSafe - SmartDoor Connected Pet Door, Dog and Cat, Selective Entry and Exit, App Enabled Pet Door, Smartphone Controlled, Large - White
Customer Rating
1
The door flap doesn’t flap
on February 12, 2024
Posted by: Cait917
from Sierra Vista, AZ
Gender:Female
This would be a great product to keep other animals out of your home while allowing your pets the ability to come and go. The only issue is the door flap for them to come and go doesn’t flap. Once my dog leave the door stays wide open rather than shutting. I now have to get up all throughout the night to shut the flap. Has been a waste of money and time sadly.
No, I would not recommend this to a friend.
Response from PetSafeBy PetSafe® Customer Care, February 13, 2024
We are sorry to hear you are having this issue with your dog's door. Our team would be more than happy to assist you with this. If you would like you can reach out to our team via phone Monday - Friday 8am - 7pm EST at 1-866-738-4379 or via chat through our Smart Assist box in the bottom right hand side of our website Monday - Saturday 9am - 9pm EST here - https://support.petsafe.net/s/
Written by a customer while visiting PetSafe
Customer Rating
3
works great
on February 6, 2023
Posted by: godawgs
from Quincy, WA
Gender:Male
[This review was collected as part of a promotion.] This smart pet door was not too hard to install. The instructions and template for cutting a hole in the door were helpful. The door itself is a lot smaller than I would have expected for a "medium" pet door as even my cat has has problems fitting through it.
No, I would not recommend this to a friend.
Response from PetSafeBy PetSafe®, Customer Care , February 6, 2023
Thank you so much for sharing your experience.
Written by a customer while visiting PetSafe
Customer Rating
5
Great for busy families
on February 22, 2023
Posted by: Remi Doodle
from Ohii
Gender:Female
[This review was collected as part of a promotion.] We installed this a few weeks ago and absolutely love it! The keys and smart lock from my phone have been a game changer! I love that I can lock the door when it’s raining and that the keys prevent random animals from entering. Very easy to install!
I would recommend this to a friend!
Response from PetSafeBy PetSafe®, Customer Care , February 25, 2023
Thank you for sharing your experience! We are so happy to hear how helpful this door has been for you and your family.
Written by a customer while visiting PetSafe
Customer Rating
2
Smart door easy to install but needs tweaks
on September 25, 2023
Posted by: Michelle in Cali
from sunny California
Gender:Female
We upgraded because we needed an electronic option to exclude the kittens from getting outside. My 8 yr old aussie has had a dog door (double flaps) most of his life so he's a pro with them. The installation for the SmartDoor was a breeze mainly because we were swapping out an old dog door for this one, but the existing hole we needed to enlarge by an inch. Since installation of the SmartDoor, here's some issues we've noted that we are having a hard time overcoming:
1. When my aussie walks up to the door, the key is still trying to talk to the door (proximity is like 12 inches), so there's a delay of 1 or 2 seconds, so when he pushes the door its still locked. The proximity of the key to when it unlocks needs to be farther away (3'- 4') or at least adjustable so when a dog is walking towards the door the unit can unlock before he gets there. He doesn't understand the delay, so I'm trying everything I can to get him to associate the sound with it being unlocked. Maybe he's dopey (not deaf), but he's not understanding the sound. Maybe if there was visual queue, that would help.
2. This door will not blast open from the wind, which is good, the magnets are strong. But even in unlock mode, the strength to overcome the magnets almost feel like the door is locked. My dog is 55 lbs and although this may get better, the training videos don't give good guidance on this. When you put the door in SmartMode, the magnets feel even stronger or maybe it's the timing issue as above that feels like it takes more strength to open the door, but it feels still locked.
3. I don't quite understand why the ac adaptor doesn't come standard with the purchase. This shouldn't be considered an accessory, if the unit can work via a cord, include it.
Utilizing the My PetSafe app is easy and straightforward which is a plus.
Overall, the purpose of the purchase is to have a useful lockable door that the dog will use. The jury is out but after 3-4 days, the unlock feature is fine, but the smart part of the door isn't working very well.
Response from PetSafeBy PetSafe®, Product Support, September 27, 2023
Thank you so much for providing your feedback and sharing your experience with us, Michelle. We would love the opportunity to discuss these matters with you further. When you can, please reach out to our Customer Care team directly at 1-866-738-4379.
Written by a customer while visiting PetSafe
Customer Rating
1
It does not really work
on October 5, 2023
Posted by: Javier P.
from Tennesse
Gender:Male
It might be the door I received, but my cat can't get it open.
The cat has his full head pushing the door, and the door does not detect his key or chip. I have to manually open it for him to use...which defeat the purpose of having a "Smart" door
No, I would not recommend this to a friend.
Response from PetSafeBy PetSafe® Product Support, PetSafe® Product Support, October 5, 2023
We're sorry to hear you and your cat have had this issue, Javier! So that we can troubleshoot with you and discover why your door may not be sensing your cat's key or chip, please contact our Customer Care team! Our number is 1-800-732-2677, and our hours are Monday through Friday 8 A.M.- 7 P.M. EST.
Written by a customer while visiting PetSafe
Customer Rating
5
Great Company, Great Pet Door.
on February 17, 2023
Posted by: treysta
from bentonville, ar
Gender:Male
[This review was collected as part of a promotion.] Summary: If you want a pet door with (really) smart features - go ahead and buy this. Great Quality, Great Support, and Great Instructions. You really can't go wrong here.
The door works great, as described, and seems to be really well made. Everything works as stated, and the app works great.
The instructions / installation manual is *probably* the best I've ever seen. Absolutely perfect and accurate, and helpful. Seems like a little thing, but when you're putting a hole in your wall / door, it matters.
The customer service is legit (see below for why I had to contact them): Little to no wait, a helpful, easy to understand, and capable human answered, etc.
Training the dogs was easier that expected. We have a 1+ year old mini aussiedoodle and 2 border collies that are just 3 months old. The aussiedoodle has used a soft flap pet door a few times at a friends house, and the border collies are a little shy/skittish, so I was a little worried. Again - the included instructions for training your pet were amazing. We've had the door installed for less than a week, and all three are now using it with no issues.
Story Time: This little door and I went on an adventure together. We have full length glass doors, so I decided to purchase a used, half glass, door and refurbish it a bit. After about 12 hours of work, I had a pretty good door with fresh paint and a big hole in the bottom hung and waiting for it's new doggie door. The installation was a breeze, I got it installed and caulked around the outside in no time.
Then I put the batteries back in and it didn't work. It was doing some kind of boot loop thing. The bigger problem was that it was locked by default, and wouldn't even turn on, so I couldn't even open it. I called support (keep in mind, this product hadn't been widely released yet I don't think) and explained what was going on. They almost immediately offered to send a new unit - until I explained it was working before I installed it, and it was installed in a metal door.
The instructions clearly state that if the door has 'a lot' of metal, it needs the metal door adapter. My door was metal plated, with a foam core, so I was hoping I'd be ok. I wasn't.
I eventually took the pet door back out, and it started working great, so it was determined that I needed the metal door adapter. The good news is that once I removed it, I was able to turn it on all the way and unlock it, then put it back in the door. This was great, since the dogs could at least use it until the adapter came in. Once the adapter came in (with it's own set of instructions that were also amazing) I got it installed and the pet door works great.
Response from PetSafeBy PetSafe®, Customer Care , February 20, 2023
Thank you so much for sharing your experience! We are so happy our team was able to help get you and your pup all set up!
Written by a customer while visiting PetSafe
Customer Rating
5
Fantastic door!
on February 16, 2023
Posted by: Jdcnjy
Gender:Male
[This review was collected as part of a promotion.] Couldn’t be happier with this door and the customer service is even better. We installed through the wall where our existing door was and it was a piece of cake with the extra tunnel pieces we were able to acquire. The door hasn’t dropped from WiFi even once in the several weeks we’ve had it installed. Super happy with it. Just wish our dog wouldn’t be so scared but he is a puppy.
I would recommend this to a friend!
Response from PetSafeBy PetSafe®, Customer Care , February 20, 2023
Thank you so much for sharing your experience! We are so happy to hear how great this door has been for you!
Written by a customer while visiting PetSafe
Customer Rating
5
No more mice in my house
on March 29, 2023
Posted by: Hugothemalamute
from Denver, CO
Gender:Male
We used to have an outdated pet door for our Malamute Hugo. We love being able to give our dog the freedom to go outside whenever he pleases. It worked great but we would still find mice in our house around the same time each year. If there is anything that I absolutely despise, it is having to get rid of mice. We bought this door in order to continue allowing Hugo to go in and out as he pleases and to curb the mice problem we were having. It has exceeded our expectations in both of these categories. The SmartDoor Connected Pet Door even allows us to set times where the door becomes locked for the duration of the night so Hugo cannot go outside when we don't want him to. Would definitely recommend!
I would recommend this to a friend!
Response from PetSafeBy PetSafe®, Customer Care , March 31, 2023
Thank you so much for sharing your experience! We are happy we could help Hugo have their freedom while keeping the mice outside!
Written by a customer while visiting PetSafe