pawshake.comReviews of pawshake.com

Response from pawshake.comSep 23, 2026

Hi Ophelia, We want to clarify the facts regarding this situation, as the events described in your review do not accurately reflect what occurred here. To be clear: there was no confirmed booking and no paid service was ever scheduled or missed. The meeting in question was a Meet & Greet—a free, optional, and complimentary introductory chat arranged before any booking is confirmed or paid for. A Meet & Greet exists specifically so both the owner and the sitter can determine if they are a good match, and either party is completely free to walk away if the fit isn't right. Given that this was solely an introductory meeting, we have to ask: how were you or your pet depending on the sitter at this stage? No care was scheduled, no booking was active, and no payment had been made. As seen in the message thread, the sitter works a primary job and experienced unexpected overtime. As soon as she had access to her phone, she reached out to explain: "Sorry, can we meet 4:30–5pm? I was working overtime and couldn’t message sooner. It takes me 30 mins to come over." Although the scheduled day was outside her normal availability, she rearranged her personal schedule to try to accommodate you. When it became clear that her work delay caused disappointment, she politely declined to proceed, stating: "I’m sorry again for missing the meeting... Unfortunately, the unexpected overtime was beyond my control, and I contacted you as soon as I had access to my phone. I understand your disappointment, but given the situation, I think it’s best that we don’t proceed with the booking. I wish you all the best." A sitter needing to reschedule a free preliminary meeting due to work commitments is not a paid "no-show," nor is it grounds to penalize a sitter or remove them from our platform. Our sitters are human beings who offer their time for free Meet & Greets before taking on a commitment. Publicly criticizing a sitter and misrepresenting a missed introductory chat as a failed booking is misleading. While we take platform accountability and pet safety extremely seriously, we also stand by fair treatment for our sitters. We wish you and your pet all the best moving forward. Kind regards, Pawshake Customer Support Edit: Thanks for your updated review. As outlined in our email to you yesterday, threatening to dox our staff after the investigation outcome didn't go in your favour is not acceptable behaviour. Threatening to publicly target, name, or dox customer support staff because you disagree with a resolution is unlawful in the UK under the Protection from Harassment Act 1997 and the Malicious Communications Act 1988. Unlawful threats and personal harassment toward support staff do not strengthen a complaint. Had a sitter failed to show up for a paid, confirmed booking where a pet's care was actively depending on them, that would be an entirely different story and strict action would be taken. However, this was an unpaid, preliminary Meet & Greet. The sitter was delayed by mandatory overtime at her primary employment and attempted to reschedule the free introductory meeting the moment she had access to her phone. Most pet owners understand that sitters often balance pet care around regular 9-to-5 jobs. We do not penalize sitters who work secondary jobs, nor do we punish individuals for unexpected work delays during unpaid introductory chats. Pawshake is built on a community of pet lovers and sitters, governed by clear community standards. These standards require mutual respect, basic empathy, and zero tolerance for doxxing or personal harassment. The sitter was genuinely apologetic and handled the rescheduling attempt politely. Continuous public shaming and threats toward both the sitter and our staff over an unpaid, rescheduled meeting fall far outside acceptable community behaviour. If this level of flexibility and basic courtesy toward sitters does not align with your expectations, Pawshake may not be the right platform for you.