Wag!Reviews of wagwalking.com

Wag is mostly good for walks only, and if you found your person/people who you regularly love and depend on. I wouldn’t trust it for going out of town and needing boarding or drop in services, as it’s too risky. I’ve even had my regulars cancel before (for good reason, it happens!), and most of the time I’ve been paired up with someone else. I’m deducting stars because the customer service, or lack thereof, is abysmal. There is no easy way to contact someone if you need something. I hate the type of businesses that just literally don’t want to talk to anyone or help and make you jump through freakin hoops to get support, ESPECIALLY when it concerns animals. And it’s true, that’s the only reason they don’t make it easy, so they don’t have to credit anyone for mistakes or deal with anyone. Either that or they’re massively understaffed. The app is very glitchy and has had errors from time to time that we’ve needed someone to help us fix, so I literally have had to do Google searches and go on forums to find a contact number. HAVE STEADY CUSTOMER SUPPORT BY REAL PEOPLE, especially when pets are involved.

I love how easy and efficient the scheduling system is for walks. I wouldn’t trust it for extended stays because it is sort of random, but for a 20-30min walk it’s perfect. However, I had a really bad experience today which made me loose my trust in this app. I got an email that premium was 50% off for 1 year and when I clicked the link it actually showed 80% off (yay! Right?). The total was $23.99 which I accepted without thinking twice. When I checked my credit card charge it said $47.99. I contacted wag support and they asked for a screenshot of the price I was given, which of course I didn’t have since I was already signed up at that point so the offer was no longer shown. I asked for refund on the same day and they said the request would be reviewed. I wanted to get what I was offered, so I opened up a friend’s account and it showed the same price of 23.99. I was able to send Wag a screenshot and they will issue a refund of $24 for the price difference, but it made me feel like I was being scammed, even this was an error in the app. Make sure you take screenshots of the price before paying anything!!

No one stole anything this time, wandered my house going through rooms and opening doors, using my bathroom, or "losing" the keys to my home -- all of which have happened previously with Wag. Eye-opening to see what was going after installing security cameras.

The pet care givers are wonderful. There is convenient scheduling. However customer service is lacking? the app makes it very difficult to report a specific issue/ the phone line rings but doesn’t answer, and I have had Wags schedule walks I had not approved. I still use the service as like the petcare people and hope they improve the customer relations.

Great walker, awful customer service. I keep getting credit card declines on a perfectly good card so have to “resubmit payment” and it goes through just fine. I’ve also been double charged. There’s no customer service point of contact to resolve these issues. If it wasn’t for the greatness of my walker, I would look elsewhere for a reliable, customer friendly service.

Presently have 2 sitters that I can trust. Another recently disappeared and no evidence of her existence which leaves me to believe it’s a health concern. But at her lack of show, WAG was no where to be found to provide an emergency backup. Another sitter only showed for one visit when pay was for 24 sitting and robbed me. Received no compensation for Oakley $200 Sunglasses. Just a no charge for that visit. Again no back up.

I've used the Wag! App for two years now, and I've never had an issue up until yesterday. I scheduled a walk for my dog, and the instructions were to use the key in the lockbox to get in. The walker came, and the key was missing. She messaged me to tell me that, and said she'd wait 5 minutes before leaving. I don't have an issue with that; it makes perfect sense. What I do find frustrating is that when I told her the door was unlocked and did she try that, she then replied she hadn't, as it wasn't in the directions. I agree I messed up and should have made sure the key was in there, but I'm out of money now because I didn't explicitly state to try the door and IF it's locked, then use the key. I thought that was implied. Usually I love the app, but as it's gained popularity, not only have the prices increased substantially, I feel as though critical thinking is lacking.

Editing Review: Following up with the person who reached out from Wag to this review, my issues were answered with sensitivity and kindness. So, while the issue should never have been handled the way it was, the response when the concern was elevated was amazing. (original review starts here)Insensitive and uncaring customer service. And, judging from comments after dog walks, some walkers who really don't understand dogs. Many of my dog walkers have been amazing and seem to intuitively understand our dog.