Not what I thought (Pet Gear Puppy Pen)

[victoriasueno]

I ordered my pet gear home n' go puppy pen last week and it arrived today. I haven't even started using it and I'm already VERY disappointed. I believe my disappointment is part my perception and part Pet Gear.

The box shows a hard liner for the bottom of the pen (or so I thought it was). When I opened the box it's a plastic material with velcro sewn on the bottom. I was expecting a hard plastic liner, not flimsy plastic material-like. Also the pen says there's a 4 foot leash in the box, which I couldn't find in mine.

Those of you that have this pen, what came with your pen?

Thanks,
Victoria

[chattiesmom]

That is exactly how my Pet Gear play pen is. I am sorry you are disappointed. I purchased 2 of the large (36" x 36") for the puppies and I am very well pleased.

[southernchick]

I know my larger one came w/a waterproof mat & a topper to go over that, did yours too chattiesmom??

[Punkin&Piper]

Put it on ebay or craigslist or here

[victoriasueno]

Did yours have a leash in it?
I think I've gotten over the initial disappointment, it's a great product, and my baby seems to like it.

Originally Posted by chattiesmom

That is exactly how my Pet Gear play pen is. I am sorry you are disappointed. I purchased 2 of the large (36" x 36") for the puppies and I am very well pleased.

[Yorkiedaze]

I got the med. in pink for the three girls to sleep in. We just love it. I take the tray outside to wash it each week and put the pad on delicate. I buy my thick pads from a lady who makes them and sells at dog shows. Outstanding quality. Better than any store. Anyway, I'm sure you will come to love the rubbery bottom. It doesn't crack, if that's a help. hehe! Hugs and cheers. It will be ok.

[victoriasueno]

That's the problem, mine didn't come with a tray, like I thought it did, mine came with a flimsy plastic mat, kinda like the back of a puppy pad, just a little thicker...that doesn't even fit the bottom properly. It's about a inch too small.

Originally Posted by Yorkiedaze

I take the tray outside to wash it each week and put the pad on delicate. I buy my thick pads from a lady who makes them and sells at dog shows. Outstanding quality. Better than any store. Anyway, I'm sure you will come to love the rubbery bottom. It doesn't crack, if that's a help. hehe! Hugs and cheers. It will be ok.

[chattiesmom]

Originally Posted by southernchick

I know my larger one came w/a waterproof mat & a topper to go over that, did yours too chattiesmom??

Yes my two came with those pieces. I believe the waterproof mat is what they are calling the "tray".

[victoriasueno]

I've decided I'm going to keep it and use it, however I did email Pet Gear and let them know that refering to a mat as a tray and showing a picture that looks a lot like a hard plastic/rubber tray is very misleading when the consumer is looking for something specific...and that my box didn't have a leash in it.

Originally Posted by chattiesmom

I believe the waterproof mat is what they are calling the "tray".

[Yorkiedaze]

The tray is a black plastic like thing that velcros to the bottom. Then you have a thin mat that's black fleece like on one side and pink vinyl like on the other. I have extra thick fleece pads and soft blankies. They are very comfy. You will grow to love it.

[xxmxaxrxyxx]

we love ours also...hehe..waiting for a good deal to buy 2 more...hehe

[victoriasueno]

After four days use I must say that I love it. My only gripe is Mr Belvedere keeps tipping his water dish and playing in the water as it pools to the middle of the pen. But other than that, it's good.

[victoriasueno]

UPDATE: I got an email from PetGear today. It wasn't the best customer service, the woman I spoke to was rather blunt, bordering on rude however I don't think it was meant that way.
The email's entirety was "Please call this number regarding your purchase." Since I'm certain that she probably cut and pasted that reply, could have been better.

Upon speaking to a woman at PetGear I found out that the information given on the website AND on the box was indeed incorrect and they were knowingly selling this item with the incorrect description. Their reason for not selling the tray? It doesn't fit in the box. LAME.

The PetGear woman asked why I didn't return it, I explained to her that I paid an extra $20 for shipping and I didn't want to pay return shipping on a packaging error that wasn't even the fault of the website that sold the item. I told her I wanted to contact them first to see what they could do.

They'll be shipping me a tray for the SMALLER size pen, which I'm happy about. It'll fit flush on one side and leave enough room for Mr Belvedere's bed. It's actually better that way if he misses his litter tray or turns his water bowl over he won't get his bed wet.

And the missing leash?...it's actually the handle that comes with the 'portable treat and toy bag'. Also LAME.

Overall I'm not sure if I'd buy PetGear again. I was planning on ordering one of their strollers when my boyfriend gets a cat and I get another dog, but now I'm not so sure. We'll see.

[kezza]

I just got the pink one for Pixie last week..I love it..and so does she! I think the idea with the pen liner is that it can be rolled up to fit inside the bag..easy to transport...I bought mine for when we are on trips away from home..I'm sorry you were not happy with yours!

[chattiesmom]

All too often we get a product, find it unsatisfactory and then just grumble about the product and the company. It is good to know that you followed through and shared the information. Thank you very much for your hard work!