Wag!Reviews of wagwalking.com

I've always been very happy with Wag, but this past weekend I had a different experience. I requested a Wag walk Friday night at 8:39pm. I received confirmation that Winston was going to be walked at 9:00pm. Unfortunately the scheduled walker Reina wasn't able to find my place. I spent 15 Minutes on the phone with her trying to help her but I did not succeed. This has never happened before, but I was shocked that after spending 15 min on the phone with her circling my neighborhood, she was still unable to locate my place. Reina then cancelled the walk and I requested a new walker. It wasn't until 11:41pm that Winston was actually walked. Julie was Winston's walker and she did a great job, but while she was on her walk she was unable to access the app to see how long log she had left or how to get back to my place. Julie reached out and I was able to guide her and Winston back to my place, I told her not to worry about the length of the walk. Saturday I requested a Wag walk at 10:22pm and did not receive a confirmed walker until 1:43am. At that point I not longer needed a walk and had cancelled. Overall, I would say my experience this weekend was not great. I haven't had these issues before and normally I am at peace when leaving Winston because I know that I can count on Wag. This weekend showed otherwise.

Walkers were great. The administrative side needs some work. I ordered a lock box and never got it. Cancelling recurring walks requires a call to customer service. I was moving which is why I had to cancel. The person ended up cancelling all walks even though I made it very clear on which date that and all future dates would need to be cancelled. When I got to my new place I wanted someone to sit with my dogs as I had to run some errands. I did not want to leave them alone in a strange place. I got transferred to different people and was finally told to contact my sitter, Jesus, to discuss details. There was no way provided to contact Jesus. He eventually got here but bottom line corporate support is costing you valuable business. Also, People should be able to cancel recurring walks without having to call and explain why. You want to know? Send an email or make a call letting the customer know you’re concerned about the cancellation.

I love my dog walker so I give her five stars. The wag app is very clunky and does not allow any other function before rating / tipping a walker after a walk has happened. Sometimes that makes me feel like I’m held hostage if I just want to check my walking schedule or something before having to tip my walker. Also the customer service is very hard to navigate. It’s a combination of messaging and phone calls that never really connect and seem to take three or four times the effort to resolve an issue. I also don’t like getting so many text messages.

The mobile app looks good but the navigation isn't intuitive and some features are hide to find. I HATE the fact you can't rebook individual walkers and have to go through the weird favorites process. Letting an unknown individual into your home is worrying enough so dealing with one or two people on a regular basis is better for me. This is especially true on overnight stays, Wag too an extraordinary amount of time to find someone for an overnight sit in my house so I have a feeling the person was quite random.

Wag is a great idea and I use it when I’m in a pinch—last minute dog walks or if I can’t schedule someone. I have yet to have the same dog walker, so my usually energetic, human loving pup is often noted as “shy.” I suppose anyone would be with a bunch of strangers walking them. Most of the dog walkers don’t look for my building, so I end managing a string of phone calls and texts trying to guide them there. To top it all off, none of the customer service reps speak English well enough to communicate with when you call.

1. The reps on the phone are not always available and do not answer my questions directly. They are kind but not helpful and I have to re-explain my issues, wants and needs over and over again. 2. Though my preferred walkers are great with my dogs one of them has taken liberties in my home that I was unhappy with. This is a training issue.

Very few walkers in the area. One used the restroom and basically put us out of commission for an entire evening. We love Grace the walker but all others aren’t very good and definitely inconsistent.

Update- While the service Wag provides is super convenient for a busy pet owner, Wag’s customer service couldn’t be worse. If you have an issue outside of the norm, don’t expect Wag’s customer service to be able to resolve it. I’ve only used Wag for short bathroom breaks for my pup when I couldn’t get home for a long period of time and it is so convenient! Even when I make an early morning request for later that day, I get a response within 15 mins. I love that I can choose from my preferred walkers first. This app has made my life easier!