Customer reviews from PetSafe
PetSafe - SmartDoor Connected Pet Door, Dog and Cat, Selective Entry and Exit, App Enabled Pet Door, Smartphone Controlled, Medium - White
Average customer rating
4
(96 Reviews)
Rating breakdown 96 reviews
5 Stars
58
4 Stars
10
3 Stars
10
2 Stars
7
1 Star
11
78%of customers recommend this product.
(
64 out of
82)
Customer Reviews for PetSafe - SmartDoor Connected Pet Door, Dog and Cat, Selective Entry and Exit, App Enabled Pet Door, Smartphone Controlled, Medium - White
Posted by: Anonymous
Verified Purchase:Yes
I have this installed and it's great if all you need it for is to be able to lock and unlock your dog door remotely. I used it today with the smart tag on my dog for the first time just to see what would happen and he was able to go out every time but only once in about ten tries did the door unlock for him to get back in. I watched from about 10 feet away inside the house and saw the icon unlock, heard him pushing against the door, asked my husband on the other side to push the door to see if it was open, and it in fact was not. This happened several times. ONE time our dog came hurtling through with a bang when the latch did unhook...but no matter how fast he went out when it unlocked for him, he couldn't get back in.
There is no troubleshooting guidance on this. This is one in a slew of issues I've had since installing it last week and I am not impressed; this door is not ready for real-world use.
Response from PetSafeBy PetSafe® Product Support, March 9, 2025
We're so sorry to hear that you and your dog have had this experience!
It is important to mention that as with any pet door, we do recommend working with your dog to use the door at a walk, as doors will likely be damaged over time by very forceful use. With this being said, if the door is showing unlocked and does not begin the process of unlocking, this would be an unusual issue that we need to troubleshoot as this is certainly not typical. Please reach out to us while you're with your door; we want to get this resolved for you and your dog as soon as possible. Our live support team can be reached here-
https://support.petsafe.net/contact-us/
Our phone hours are Monday through Friday 8 A.M.- 7 P.M. EST, and our chat hours are Monday through Saturday 9 A.M. – 6 P.M. EST.
It is important to mention that as with any pet door, we do recommend working with your dog to use the door at a walk, as doors will likely be damaged over time by very forceful use. With this being said, if the door is showing unlocked and does not begin the process of unlocking, this would be an unusual issue that we need to troubleshoot as this is certainly not typical. Please reach out to us while you're with your door; we want to get this resolved for you and your dog as soon as possible. Our live support team can be reached here-
https://support.petsafe.net/contact-us/
Our phone hours are Monday through Friday 8 A.M.- 7 P.M. EST, and our chat hours are Monday through Saturday 9 A.M. – 6 P.M. EST.
Written by a customer while visiting PetSafe
Posted by: Lorie B
from Ohio
Gender:Female
Verified Purchase:Yes
Does not work in the cold temperatures. Nothing is mentioned in the description about cold temperatures.
No, I would not recommend this to a friend.
Written by a customer while visiting PetSafe
Customer Rating
5
Pleased
on January 8, 2025
Posted by: BikingLady
from Beautiful Lower Michigan
Gender:Female
We installed this door in place of the Extreme Weather door as it winter in Michigan and I wanted a locking door. The unit fit in the spot from the other door perfectly! I was concerned as I had seen another post saying it did not. The hole just had to be cut larger and it was a perfect fit. I feel it is wind proof and a good choice for the weather here. The dogs adopted very well to the lock unlocked mode. The door does have a slight delay, so the Coonhound learned fast she could not just barrel through! The beagle learned to jump if the door seemed to slow for him. I am very pleased with door and highly recommend it.
We are installing the last door the Extreme Weather into another spot in the house to the outside.
We are installing the last door the Extreme Weather into another spot in the house to the outside.
I would recommend this to a friend!
Response from PetSafeBy PetSafe® Product Support, January 15, 2025
We appreciate you taking the time to share your experience with us! It's wonderful to know that this door has been a good fit for both of your dogs, and that it's minimized cold and wind transfer for you.
Written by a customer while visiting PetSafe
Customer Rating
1
Missing Foam Spacer
on March 14, 2024
Posted by: seriouslyDONE
from Oklahoma
Gender:Female
I bought this adapter kit, and it was missing the foam spacer. So I have not been able to install my dog door.
I called for a replacement part and was sent a second adapter kit. The box arrived open and damaged, and AGAIN it has NO spacer foam. FRUSTRATING!! It makes me wonder about the quality of the door if they can’t get simple packaging correct.
When I called the company yesterday, it was closed due to a company meeting. Hopefully, they were talking about their packaging issues.
Response from PetSafeBy customer care, Kurgo, March 14, 2024
We are sorry to hear this has happened, while this is certainly unusual our team would be more than happy to make sure this is taken care of with you. While our team was out for a brief meeting yesterday you can reach out to our team via phone Monday - Friday 8am- 7pm EST 1-866-738-4379 or via chat Monday - Saturday 9am - 9pm EST through our Smart Assistant box in the lower right hand side of our website here -https://support.petsafe.net/s/
Written by a customer while visiting PetSafe
Customer Rating
1
Not as great for me
on February 20, 2024
Posted by: Ray O
from Edgewood NM
Gender:Male
I bought this for my large dog and when in smart mode, it takes too long for the door to unlock which has my dog always hesitant to use it, so I constantly have to leave it in manual and unlocked mode, and this defeats the purpose as to why I purchased it in the first place. Also I am constantly having to re-set it because it locks up by itself all the time.and I have to reconnect it to the WiFi to get it to work again (this usually takes a good amount of time to do because it's basically resetting like when its set from the factory). Not sure if I just got a bad one but I'm not a fan! And I really didn't like that when you order this unit, it doesn't really give the greatest description of the thickness of the wall it can be installed on.
No, I would not recommend this to a friend.
Response from PetSafeBy PetSafe® Product Support, February 21, 2024
We're so sorry to hear you're having this trouble with your pet door. This is something our team would be more than happy to assist you with. If you would like you can reach out to our team via phone Monday - Friday 8AM - 7PM EST or via our Live Chat Support Monday - Saturday 9AM - 9PM EST here - https://support.petsafe.net/s/
Written by a customer while visiting PetSafe
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
1
Tricky Thing...
on February 10, 2024
Posted by: Peter Lomma
from Lomma, Sweden
Gender:Male
After spending a couple of weeks fiddling around with the door, I have learned some things. It didn't work to connect it using Android. I tried for days. Switching to an iPhone solved the problem in minutes.
It is very wind sensitive and stay open most days with wind.
I got keys for my 3 cats and 1 dog. They seem to register. But only open the door to let them out, not in. I have tried to figure out why, with no success.
The door has a thin external aluminium plate, and foam inside. I have no adaptor or external power. Running on batteries.
I haven't given up on it yet. Replaced a smaller one of another brand that never failed during 3 years. Feeling a little stupid. Hope for some assistance :)
It is very wind sensitive and stay open most days with wind.
I got keys for my 3 cats and 1 dog. They seem to register. But only open the door to let them out, not in. I have tried to figure out why, with no success.
The door has a thin external aluminium plate, and foam inside. I have no adaptor or external power. Running on batteries.
I haven't given up on it yet. Replaced a smaller one of another brand that never failed during 3 years. Feeling a little stupid. Hope for some assistance :)
No, I would not recommend this to a friend.
Response from PetSafeBy PetSafe® Product Support, February 11, 2024
We're sorry to hear you're having trouble with your pet's door. This is something our team would be more than happy to assist you with. If you would like you can reach out to our team via phone Monday - Friday 8AM - 7PM EST or via our Live Chat Support Monday - Saturday 9AM - 9PM EST here - https://support.petsafe.net/s/
Written by a customer while visiting PetSafe
Customer Rating
3
Some issues but so far it works ok
on November 27, 2023
Posted by: Cool Cat and Izzy
from Arizona
Gender:Female
-the battery area with the lights to signify locked or unlocked needs to be on the same side of the screw hole inserts. I didn’t want to have to choose to either have the battery side facing outside where the sun could wear and damage that side or having the screw inserts facing outside so now anyone wanting to break in can simply unscrew my dog door an have a wide open hole for access. Kind of takes the “safe” aspect out of it.
This design flaw was not the case with the regular smart door without WiFi.
-it takes a while for the door to realize the pet is sitting in front of it before it actually switches to unlock. This makes my cat very angry and my dog very confused. With the previous smart door I could adjust the sensitivity of the sensor this version does not have an option like that.
-it keeps disconnecting from my WiFi, I first thought it was my WiFi having an issue except every other device in my house stays connected just fine.
Hoping my dog and cat will get used to the time delay and then recognize the new sound so they know when to go. Otherwise I will have to return this.
Please make these improvements for the next version as well as have an XL size. Would love for my Dane to be able to use the door too some day.
This design flaw was not the case with the regular smart door without WiFi.
-it takes a while for the door to realize the pet is sitting in front of it before it actually switches to unlock. This makes my cat very angry and my dog very confused. With the previous smart door I could adjust the sensitivity of the sensor this version does not have an option like that.
-it keeps disconnecting from my WiFi, I first thought it was my WiFi having an issue except every other device in my house stays connected just fine.
Hoping my dog and cat will get used to the time delay and then recognize the new sound so they know when to go. Otherwise I will have to return this.
Please make these improvements for the next version as well as have an XL size. Would love for my Dane to be able to use the door too some day.
No, I would not recommend this to a friend.
Response from PetSafeBy PetSafe® Product Support, November 27, 2023
We're sorry to hear you're having difficulty with your door! Though it is normal for the door to take a moment to detect the key, we do want to troubleshoot with you to see what could be causing your door to have connection issues. We would also love to go through a few troubleshooting steps with you to ensure that there is not an interference issue increasing the delay in opening beyond what would be expected. So that we can do so, please reach out to us! 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