pawshake.comReviews of pawshake.com

Response from pawshake.comJul 26, 2026

Updated response: Hi Mariana, Thank you for taking the time to expand on your review. Having reviewed your updated comments, it is apparent that the majority of the issues you describe were not caused by a fault with the Pawshake platform, but by confusion arising from the use of multiple Pawshake accounts associated with different email addresses. The key point is that our Support team can only investigate the account information provided to us. Throughout your correspondence, you repeatedly contacted us from—and asked us to investigate—the email address of one Pawshake account, while the screenshots you later supplied related to a completely different account. At no stage did you initially provide the email address of the account you were actually referring to. We can only investigate the information we are given. If different accounts are referred to interchangeably without identifying which one you mean, it inevitably becomes impossible for us to identify the issue correctly. It is also important to understand how accounts work. An account is linked to the email address used to log in. Logging in with a different email address creates or accesses a different Pawshake account. The system cannot automatically recognise that two different email addresses belong to the same person, nor will it merge or link those accounts together. Despite this, your review portrays the situation as a platform failure and suggests our Support team refused to help. That is simply not what happened. Our team investigated the account connected to the email address you provided, explained why that profile could not be published, and advised what information was missing. When you maintained that everything had already been completed, we continued investigating until it became clear that you were referring to an entirely different account. Rather than continuing to work with our team to identify the correct account, you chose to leave a public one-star review criticising both the platform and our Support team while they were still assisting you and before providing the information needed for us to investigate the correct profile. Publicly criticising the platform does not resolve the issue if we have not been given the correct account details to work with. Your review also claims that our Support team "called you names." This is simply untrue. At no stage did anyone insult you or call you names. We explained that referring to multiple accounts interchangeably was causing confusion and that our team could only work with the information provided. That was a factual explanation of the situation, not a personal attack. Likewise, this was not a technical issue requiring intervention from our engineering team. The issue was identifying which of your multiple accounts required assistance. Once we realised more than one account was involved, we asked you to confirm all email addresses associated with your Pawshake accounts so we could identify the correct profile. We appreciate that having multiple accounts can become confusing. However, that is very different from portraying the matter as a platform failure or suggesting that our Support team was unwilling to assist. The correspondence shows that our team responded promptly, investigated the information available to them, and continued assisting until the true cause of the confusion became apparent. Kind regards, Pawshake Support

Response from pawshake.comAug 6, 2026

Hi there, Thank you for taking the time to leave a review. We were surprised to read your comments, as we have been unable to identify the incident you are referring to from the information provided. We take allegations of owners being threatened, inappropriate conduct by our staff, or failures relating to our services extremely seriously. If something has occurred that falls below our standards, we would genuinely like the opportunity to investigate it and take appropriate action. Unfortunately, your review does not contain enough information for us to identify the booking, support ticket, sitter, owner, or incident in question. We have therefore been unable to locate any record that matches the concerns you have raised. We would also like to ask whether this review relates to a genuine experience with Pawshake. The only correspondence we have been able to locate that appears remotely similar is an Android app review left in 2023 under the name "Clear Review", which questioned the legitimacy of Pawshake in broadly similar terms. Beyond that, we have been unable to find any support requests, complaints, bookings, or communications that would allow us to investigate the allegations made in your review. We are always willing to investigate complaints made in good faith. However, for that to occur, we need enough information to identify the matter being complained about. At present, we have no way of verifying the claims made in your review, nor do we have sufficient information to determine whether the review relates to an actual Pawshake customer experience. We would also respectfully note that Trustpilot's guidelines require reviews to be based on genuine experiences and prohibit misleading, false, or deliberately harmful content. We welcome criticism when it is genuine and supported by facts, and we regularly use customer feedback to improve our service. However, we are unable to address anonymous allegations that cannot be linked to any identifiable interaction with our platform. If your concerns are genuine, we invite you to contact us directly with details of the booking, support request, correspondence, or incident you are referring to. We will gladly review the matter and provide a response. We are committed to investigating legitimate complaints and learning from them where appropriate. At present, however, the lack of identifiable information means we cannot investigate, verify, or remedy the issues raised. Without further information, the review appears disconnected from any known interaction with Pawshake, making it difficult to assess its legitimacy or address the concerns raised. We remain happy to investigate should you wish to provide further details. Kind regards, Pawshake Support

Response from pawshake.comJul 23, 2026

Hi Krystyna, We’re sorry to hear that you found the profile creation process frustrating. Pawshake has standards that all sitter profiles must meet before they can be published. These standards help ensure that pet owners can make informed decisions when choosing someone to care for their pets. Once your profile met those requirements, it was published, as I can see now. Creating a quality pet-sitting profile is not intended to be something completed in an hour on a whim. A good profile requires appropriate photos, clear information about your experience and services, and details that help owners understand the care you can provide. This process is deliberately designed to attract committed sitters who are prepared to provide a high-quality service. The information requested about emergencies and the care you provide is also important, as pet owners need to understand how their pets will be cared for and what procedures may apply in unexpected situations. We appreciate that completing the profile may take some time, but this is an important part of maintaining the quality and safety standards of the Pawshake community. Kind Regards Pawshake Support