Wag!Reviews of wagwalking.com

I booked a walk but need to cancel because i don't understand my wife's schedule apparently - however there is no way to do this - i'm happy to pay the fee to not have anyone show up just don't come to my house. no response on email, text, or phone. multiple times on all.

So I got a couple free walks from wag to try them out. They sent me a lockbox to put my key in for the walker, cool i thought. I reach out and tried to schedule a walk with someone who can be here on 2 separate weekends because i wanted to A)meet this stranger coming into my home and B) tell them a couple things bout my dogs. Person comes for 30min walk, gone with my dogs for 50min. I asked if they were lost, they said no everything is fine. Dogs are dropped off they seem tired, cool see you next week. 12hrs before my next dog walk I get a txt at 10pm saying my dog walker canceled and they’re sending someone else. Nope, not ok I don’t want a stranger I haven’t met in my home. So i txt the # back to cancel this walk & it says sorry we’re closed. Seriously?? I had to be up super early the next day and didn't have time to deal with this. I won’t be using wag again, I prefer Rover where you can meet the dog sitter during a meet & greet and I’ve never had a cancellation in the past. Too much stress just to book the same person more than once. Not worth it. I don't know how people do it, but I would not want someone I've never met in my home. Even though they're licensed and insured, there are too many crazy stories out there.

If I would have written this review even yesterday, it would have been at least 4 1/2 stars. I enjoyed looking at the GPS of Loki's walk, and the picture and report card. One walker even sent a video with each walk. There were a few times where we seemed to have a different walker every time I booked, but that had become more consistent. On to my current situation. I had booked a walker for Monday, Tuesday, and Wednesday this week over a week in advance. Monday's walk went well as scheduled. Today, however, I was notified at 11:35 for a 1:00 walk that our walker was no longer available. I was given two updates that they were 'working on scheduling' a new walker. I was again notified at 2:30 that they were unable to find anyone to walk my dog. Very frustrating that our dog was now left with no one to let him out. I might have been able to arrange leaving work early ( I work in Health Care with patients, so this is not always possible), however, by the time I became aware that there was no one available I was unable to leave. I have cancelled our service from WAG. In addition, I have been informed that they will not pay for shipping for the return of our Lockbox. Kinda crazy if you ask me, that they can provide inadequate service, but not provide a simple thing like postage.

After much hesitation, I finally decided to use Wag! As I'm sure any dog owner who loves their dogs can relate, the hesitation comes with trusting your beloved fur-baby to a total stranger. I used the Wag lock box supplied by the company and was a little scared about using it at first. The first walk I scheduled went great. I got a lot of feedback from the walker and a picture of my dog out on her walk. I was confident in using Wag! for whenever I knew I would have to work late. The second walk did not go as well. The second wag walker was ok but didn't really leave a whole lot of feedback about the walk and just took a picture of my dog in her kennel. That wasn't the issue though. I had already scheduled a third walk for the next day and went to my door to check the lock box to make sure everything was ok for the next wag walker and that's when I discovered that the previous wag walker had never locked the lock box. The compartment with my key was unlocked and the number combo on the lockbox was still set to the key compartment combination. Anyone could have just opened it and gotten hold of my key that day!!! I conveyed what happened to wag customer support and how upset I was about the possibility of our safety being jeopardized and that anyone could've come by that day and burglarized my apartment and taken my dog. I requested to cancel my walk for that day with wag and the only response I ever got back was that my walk had been canceled. Never an apology or an assurance that the situation would be looked into. After that, I went ahead and requested to delete my account with wag and only just received a confirmation that it had been done. No apology. No assurance. Nothing. I wouldn't recommend this company to anyone.

Buyer Beware! I'm writing about my family's first and last experience with Wag! the app and WagWalking.com. I had heard about Wag! via social media advertising and decided to give it a try. They called themselves the Uber of Dog Walking and that they sell "Peace of Mind." I scheduled our 3 days of walks 2 days in advance. As my family and I would be out of town from Sunday March 18, 2018 until Tuesday March 20th. Since we left Sunday Morning for our trip. We scheduled 3 dog walks for 12:00pm (noon) , 6:00pm, and 10:00pm for our 2 dogs. Bailey an 11 year old Golden Retriever, and Bella a 4 month old golden retriever. The dog walkers came that day and were great. I was very happy with the experience as I got notifications that the walks were scheduled and that dog walkers were on their way. The next morning (Monday) I woke early, I checked my phone, and noticed I did not get a notification saying a walker was on the way. It was after 5am, and the appointment had been scheduled for 6:00am. 6:00 am came and no walker showed. I texted Wag support, I called in a Panic. It took a long time for someone to respond. They explained that a walker had canceled and they were looking for a new walker. I spoke to 4 different support personnel,. Apparently, not all support people at Wag! are created equal. It took over 3.5 hours later for a Walker to show up and I was totally stressed out. My poor dogs were forgotten about, neglected, starved, and stressed. Different support people told me different stories along the way, there was a lack of consistency and expertise among them. The remainder of the walks for Monday went as scheduled. I contacted support to ensure all the walks for Tuesday morning were confirmed and that I wouldn't have another "no show" for my dogs. They assured me that all were confirmed. Then at 10:38pm the walker for the 6AM Tuesday walk canceled. And I got text message notifications all night long that a replacement walker had not been found. In fact, I told Wag support that the walker canceled and they assured me that the walker didn't cancel. I had to send them a screen shot of my notification for them to believe that the walker had canceled. They had no idea. 6:00am came and another "No show" happened. When I contacted support, they made excuses. I was told the walker came to my house and could not get in. They defended that manufactured version of the truth until I sent a screen shot of my Ring.com log and proved that no one came to my house in the 6:00am time frame. Only then did I get an apology. My family and I decided to cut our vacation short and cancel the last walk. Our dogs were our priority and we did not have piece of mind using Wag! at all. When we got home, our puppy had poop all over her feet and inside her sleeping area. She was stressed out, her poop had blood, she wouldn't eat. She was totally traumatized. I was told we would be refunded walks, the refund didn't come. They even double charged us erroneously. We did leave tips for the walkers. But $35 walks * 20% tip is only $7 , they charged $10.50 twice and when i showed them the bank statement, one support person told me it was tips and the second support person said I was right and to contact their finance department. I'm giving Wags! 2 stars. Here is why: When the walkers came, they were great. However, the Wags! app or support team has no process to find new walkers if your dog walker who confirmed cancels in less than 24 hours. No One Will Come For Your Dogs. Not all Support Staff are knowledgeable, some argue with you and make excuses. Support staff hours don't cover 6AM East Coast time. I even reached out to the Co founder and COO of the company Jason Meltz. He sends the marketing emails. He didn't respond when I asked for his help to find a walker for my dog. Bottom line, he doesn't care about your dog. If you love your dog, don't use Wag! There are too many problems here.

Maybe its just because theyre new to our area, but what a mess!! Our first 2-3 experiences went well but after that everything went down hill, awful communication, booked for services we didn't request, walkers saying they came when they didnt. We decided to cancel

UPDATE: I got an immediate response from a different customer service agent, who was much more gracious and promised a refund. Thank you, Kelly. Bumping my review up a star because of your assistance. ORIGINAL REVIEW: Generally the walkers were fine - arrived in the scheduled time, updated me, and took good care of my pup. However, there were plenty of bad walkers and the customer service is TERRIBLE. I want to request a refund for my remaining credits but I'm pretty sure I'll just continue to be ignored. For credibility: I work in a gig-economy tech startup. Wag! can do so much better than they are currently doing. Great concept, poor execution. To detail my current issue with customer service: I've been trying to remedy an issue where I cannot book a walk from my desktop because I'm forced to go through and re-rate/re-tip all walks since the last time I logged in on my desktop. I'd like to be able to book through desktop so I can adjust the notes and specific requests easier than via phone keyboard. I've been emailing Wag! customer support since early February and there hasn't been resolution of this issue. I can't even get a status update from them - the last time I heard anything was February 23rd, and I've emailed 3 times since then requesting a simple status update. In the days when I did get any response, Alexandria S was rude, unhelpful, and condescending. Not at ALL acceptable as a customer care representative. Like I said, Wag in general is fine, but the customer service quality is forcing me to find another service. Add the iffy walkers to the equation and I'm 100% out. Three of my bad walker stories... 1) The walker was late, and contacted me repeatedly because he couldn't get into my home. I told him he was at the wrong house. He refused to believe me and continued to contact me (while I was at work in an important last-minute meeting, the reason I hired a walker in the first place), so I continued to tell him he was at the wrong home. Finally he took a picture of the house and sent it to me and I had to once again reinforce that the house he was at was not my home. Finally he made it to my place (1 block over), but I literally passed him as he was leaving my home it took him that long to figure everything out. I could have saved the money and just walked my dog myself at that point. 2) A friend was dog sitting for me and used Wag! since she works late. Had 1 walker two separate times, and both times she arrived like 4 hours before her scheduled time. Friend complained to Wag, but nothing seems to have happened from it. No refund or apology. 3) Sometimes walkers clearly don't read the notes in the app. My dog is dog aggressive, and I've repeatedly gotten notes at the end of walks where the walker says something like "tried to make a doggy friend today!" even after I wrote to please keep her away from other dogs, it's too risky! I also always write to give her a scoop of food, and let me know if that was done so I don't double feed her when I get home (needs to lose some weight!) and it seems like a third of the time I don't get any note on if she's eaten or not so I have no idea if she's starving or would be overfed. And, extra *fun fact* - a friend of mine is a social worker and knows at least one of her clients is a Wag walker. She would not trust this client to be in her home, yet Wag hired this person. How secure are those background checks?? It's a real shame this has been my experience with Wag!. I was so on-board with them at first, and now I don't trust them at all.

Wag is a great service when you need spontaneous help with your dog. Unlike some pet companies, you can book as little in advance or request right now if need be. All of my wag walkers have a done a good job (I think). The finance side of their business is very sketchy/questionable. I can't recommend loading up your credit card even though they advertise you get a discount. For example, they advertise one free week of walks when you join. They define a week as 3 days. Second example - they text you spontaneously that you can get a discounted walk because a walker is in your neighborhood BUT they charge you full price. You have no way of viewing what has been debited and credited from your account. Also the app is a bit inflexible. I have 2 dogs and always have to pay for 2 dogs, even if I only have one dog at home walking. Also there is no space for special requests - such as feeding or filling the water bowl. I also had an issue where the walkers were leaving the full poo bags inside my house - a very smelly thing to come home to.