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
(59 Reviews)
Rating breakdown 59 reviews
5 Stars
35
4 Stars
7
3 Stars
5
2 Stars
5
1 Star
7
78%of customers recommend this product.
(
38 out of
49)
Customer Reviews for PetSafe - SmartDoor Connected Pet Door, Dog and Cat, Selective Entry and Exit, App Enabled Pet Door, Smartphone Controlled, Medium - White
Customer Rating
2
Eats batteries and constantly malfunctions
on November 15, 2023
Posted by: DisappointedInColorado
from Colorado
Gender:Male
Since purchasing this door in early 2023 I have had it replaced two times for different issues. During the initial installation, I had a lot of trouble getting the physical device to connect to their servers. It took several tries before it was successful. As you'll read below, I needed to reset the device multiple times throughout my ownership, and this connection issue repeated itself every time I was running through the setup. The first issue I encountered after the initial setup was that the door would drop connection to my network, and that was remedied after several months through a firmware update. During that initial issue I worked with customer service to get a replacement with hopes that the problem was specific to my door, which turned out to not be the case. I mostly kept the batteries out of the door during this time and the dogs were able to just come and go as they would through any dog door.
Once the firmware update was completed, the door was able to maintain a connection to my network, but it started giving me false low / dead battery warnings. Every time this happened, it would disconnect from the network (same result, different cause). Removing the batteries and popping them back in would generally get it working again for a few hours, but the same issue would return. To test whether the batteries were actually draining, I left them in the door for a few days and found they were completely dead in about 4 days. Keep in mind that the door wasn't locking and unlocking during this time - I just had it set to full access so the dogs could come and go freely.
I was sent me a third door, again assuming that it was the hardware on my end causing the issue. The same issue has happened again. The way I operate the door now is that I leave it unlocked with the batteries pulled full time. If we are going away for a few days and the dogs are not going to be home, I put the batteries in, manually lock it, then pull them back out.
I've never been able to even try any of the smart features given the other issues I've had, so I don't have good experience to comment on with those. My only take is that it does take the presence of the tag within a few inches of the door for a few seconds for it to unlock. So if your dogs are used to a normal dog door and just bang through it at full speed, they are going to take a few lumps along the way while they learn some patience. I was offered a fourth door, which I refused.
If you're in a position to use the power adapter with the door, this might work for you. But I never intended to do so, and the location where this door exists makes using an adapter impossible without having the cord run in front of the door opening. I don't know if I'd have the same or similar issues if I had gone that route.
If you're considering this product, test it thoroughly before you go cutting holes in your wall or in an exterior door. And read through the reviews - I'm not the only one that has had pretty serious issues.
I can't recommend this product given my experience.
No, I would not recommend this to a friend.
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
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
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
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: Susan Wood
from Texas
Gender:Female
Verified Purchase:Yes
Fabulous for my dog. She's really smart, so she got it right away. The only drawback, it's a little noisy compared to other doggie doors. I get it, it has to have a way to lock, but some sort of padding to avoid the slamming noise would be great. The other disappointment, you have to purchase the ac adaptor separately. Batteries are great, especially in a power outage, but it would be best to save the batteries and use household power first. The last item - if the locking sound was different from the opening sound, would help confusion in the beginning when training.
I would recommend this to a friend!
Written by a customer while visiting PetSafe
Posted by: Cdub
from Oregon
Verified Purchase:Yes
I think this door could work great for dogs, but all 3 of my cats are scared of the clicking noise. I used rope to hold the door open for a few days and they walked through the opening without any problem, but once the door was down. Even after days of coaxing them with treats, they couldn't get used to it and none of them ever walked through as is intended, with the door down and their collars on.
Written by a customer while visiting PetSafe
Posted by: C. Love
from Rolling Meadows, IL
Gender:Female
Verified Purchase:Yes
Easy to install and use! The instructions were really well written and even my (not so smart) pup figured out how to use it.
I would recommend this to a friend!
Written by a customer while visiting PetSafe