pawshake.comReviews of pawshake.com

Response from pawshake.comApr 19, 2025

Hi there, Thank you for taking the time to share your feedback with us. We're truly sorry to hear that your experience wasn't what you'd hoped for. We completely understand how frustrating it must have been not to receive a response from the sitters you contacted. At Pawshake, we do send daily reminders to sitters to keep their calendars up to date, and any sitter who does not reply to messages within 24 hours is automatically unpublished to help prevent unanswered enquiries. If you're able to report the unresponsive sitters through our Help Centre, our team will be able to investigate and take appropriate action to help avoid further disappointment for other members. Thanks again for bringing this to our attention, and we're really sorry again for the inconvenience caused. Kind regards, Jack Pawshake Support

Response from pawshake.comApr 16, 2025

Hi Jess, Thank you for sharing your thoughts with us. We’d like to take a moment to clarify the situation that occurred. Your cats were left at your sitter’s home for several days without a confirmed or paid booking in place. This unfortunately placed your sitter in a very difficult position, and she was close to surrendering the cats to the local shelter due to concerns of abandonment. As Pawshake operates as a pay-in-advance service, sitters should not be expected to cover the costs of food, care, and shelter out of pocket. In this instance, your sitter sent multiple booking requests in an effort to receive payment and ensure the wellbeing of your pets. We also want to highlight that our sitters set their own rates, and bookings must be confirmed and paid before care begins. Unfortunately, this was not the case here, and it created significant strain for your sitter. Our support team made several attempts to contact you, but reaching you was challenging as you had multiple Pawshake accounts. When the cats were eventually collected, you mentioned you had been in hospital. While we understand emergencies can happen, a quick message to your sitter would have been greatly appreciated and helped avoid confusion and concern. Most importantly, this situation could have been avoided entirely if the booking had been confirmed and paid for in advance, as required. Due to the seriousness of the matter, your profile has been suspended. Thank you for your understanding. Kind regards, Jack Pawshake Support

Response from pawshake.comApr 3, 2025

Hi Desmond, Thank you for sharing your feedback. We completely understand that having a sitter cancel can be frustrating, and we’re really sorry for the inconvenience. While we do our best to ensure reliability, sometimes unexpected situations arise, and we try to be understanding towards our sitters. That said, we do monitor sitter reliability, and anyone who cancels repeatedly is removed from the platform. It’s also important to note that the Meet & Greet is a free service offered by sitters to ensure a good match before confirming a booking. We’re really sorry that your sitter canceled the Meet & Greet, but since a booking is not confirmed until payment has been made, either party does have the option to step away if they feel it’s not the right fit. The good news is that your sitters have given you plenty of notice—more than a couple of months—so there’s still lots of time to find a great replacement. If you’d like any assistance with this, please don’t hesitate to reach out—we’d be happy to help! Best regards, Jack Pawshake Support

Response from pawshake.comApr 3, 2025

Hi Trixie, Thank you for taking the time to share your thoughts. We’re really sorry to hear that you had a personal conflict with your sitter. That’s never an ideal situation, and we completely understand how frustrating that must have been for you. Our team is still waiting for your response to their latest message. If you could kindly get back to us when you have a moment, we’d love to help resolve this for you as soon as possible. We’re here to support you every step of the way. Regarding police checks, Pawshake does not require sitters to obtain one, but we do offer the option. Sitters who have completed our police check will have it displayed on their profile. Others may have an independent police check, which they can provide upon request during the Meet & Greet. This way, you can make an informed choice about the best sitter for your needs. Please don’t hesitate to reach out if there’s anything else we can do to assist you. We’re happy to help. Warm regards, Jack Pawshake Support

Response from pawshake.comApr 3, 2025

Hi Jo-Anne, Thanks for sharing your thoughts with us. I just wanted to let you know that on both of your active enquiries, the sitters are currently waiting for your reply. The sitters have reached out for clarification and to see if you still need their services. If you no longer require a sitter, would you mind letting them know and closing the enquiries? This helps keep things clear for everyone. As outlined in our booking flow, we always recommend reaching out to at least three sitters and arranging a Meet & Greet before making a booking. This ensures the sitter and your pet are a great match. If you decide to give Pawshake another try and fully engage with the process, we’re confident you’ll have a much smoother experience! If there’s anything we can do to assist, please don’t hesitate to ask. Best regards, Jack Pawshake Support

Response from pawshake.comMar 23, 2025

Hallo Mark, Dank je wel voor het delen van je gedachten met ons. We zijn echt diep bedroefd om het tragische verlies van je hond te horen. Dat klinkt als een ongelooflijk pijnlijke ervaring en we willen onze oprechte deelneming betuigen voor je verlies. Geen enkele huisdiereigenaar zou door zo'n verwoestende gebeurtenis moeten gaan. Aangezien deze service niet via Pawshake is geboekt, zou deze beoordeling gericht moeten zijn op je oppas, niet op ons. Je bent een privéovereenkomst aangegaan met je oppas, en daarom heeft Pawshake geen toezicht of betrokkenheid bij privéboekingen. We adviseren om boekingen buiten Pawshake te vermijden, omdat er bepaalde risico's aan verbonden zijn. Als het een officiële Pawshake-boeking was geweest, zou onze Garantie automatisch ingegaan zijn om eventuele kosten te dekken. Als je de situatie verder wilt bespreken of extra hulp nodig hebt, neem dan gerust contact met ons op via het Helpcentrum. We zijn hier om je op welke manier dan ook te ondersteunen. Nogmaals, we zijn zo diep verdrietig over je verlies en we hopen dat je de steun en het herstel kunt vinden die je nodig hebt in deze moeilijke tijd. Met vriendelijke groet, Jack Pawshake Support

Response from pawshake.comFeb 5, 2026

Hi Caron Rigg, Thank you for sharing your experience — we completely understand how distressing this situation must have been for you. We do want to clarify some important points: No Meet & Greet took place prior to this booking. This meant the sitter was not adequately informed of your dog’s existing injury (the cyst on the hind leg) before commencing care. Proper onboarding through a Meet & Greet is essential for both owners and sitters to set care standards, ensure the sitter is confident managing any existing conditions, and activate guarantee coverage. Without this step, unfortunately, a booking is set up for potential issues. The sitter’s secondary profile was immediately suspended once discovered. Pawshake takes such breaches very seriously to protect owners and pets. Meet & Greets are a basic due diligence step designed to prevent exactly the type of care issues you have described. They help ensure both parties understand the dog’s needs, any special care requirements, and the safe management of multiple pets. We are truly sorry this experience was not up to standard. We encourage all owners and sitters to complete a full Meet & Greet and communicate all medical or behavioural needs upfront — this is the best way to prevent injuries and ensure safe, high-quality care. Thank you again for your feedback, which helps us continually improve our platform and safety standards. — Pawshake Support

Response from pawshake.comMar 5, 2025

Hi Fernanda, Thank you for sharing your thoughts. We understand that this situation may be frustrating, and we want to be transparent about the reasons for your account suspension. We recently received written evidence from a member of the public indicating that you had been hosting pets without the required licence, as well as complaints from your neighbours regarding this activity. Additionally, we have documented evidence that you attempted to bypass our platform’s fees by requesting direct payment from pet owners. Both of these are serious breaches of our Terms and Conditions While we acknowledge that you declined a specific booking from a pet owner, this was not a factor in your suspension. Our decision was based solely on the breaches outlined above. We have responded to your multiple support inquiries with details about the suspension, but it appears you may not have seen our replies. We encourage you to check your spam or junk folder to ensure you receive our messages. As a result of this situation, we have reached out to your clients with an apology, as we are unable to uphold the Guarantees we offer to members when our Terms and Conditions are violated. We appreciate your past contributions to the platform and wish you the best moving forward. Kind regards, Jack Pawshake Support