Wag!Reviews of wagwalking.com

I was a very, very happy Wag customer for over a year (June 2017 to August 2018), but the service has gone downhill significantly in the past 2 months. My walks used to get confirmed within the timeframes stated (30-45 minutes), now it's well over 24 hours. I had a nice stable of reliable walkers, but now, even when asking for my "preferred walkers", I get booked with random people who aren't as good. As irritating as their text-based customer service is, I used to get responses quickly and problems were resolved/questions answered in short order. But now text messages go unanswered for days. Just recently I got a response to a time-sensitive request 8 days later! When I told the person texting me that customer service had degraded to the point that their service wasn't usable for me any more, I got a "I hope you'll reconsider" response without any apology or recognition of the fact that they had completely dropped the ball on my request 8 days earlier. This makes me sad because Wag was really great and I loved the service. But I can't trust my dog to them any longer. I hope they figure out what the problem is and get back to being great again. Until then, I'm using Rover.

The customer service has no idea what they are doing and their supervisors are even worse. After a week and not being assigned a walker I got a text message saying that the walker will come the following day for a meet and greet to meet myself and my dog. I never got a response to my questions about the walkers name and what time they would arrive at my house. 18 hours later I got a random text asking how they could help me. I told them I want to know the name of the walker and what time they will come to my house to meet my dog and I. I was told I don't have a walker and there is not a meet and greet scheduled, but somebody would walk my dog on Monday (tomorrow). I asked how they would find a walker in 24 hours if they haven't been able to find one within the last week. they just said they would text me when they are assigned. I asked what they do when they can't find anyone to walk my dog and I'm at work depending on her to be walked and they said I would need to figure it out but my dog would be fine missing one walk. My dog is 7 months old and needs a walk during the day, which I am paying for. Customer service lies to customers and potential customers and nobody at the company actually does the work they are hired to do, at least from what I can tell. I would not trust one of their dog walkers to walk my dog after my experience with the company, I would not be trusting of them or confident they would actually show up and walk my dog. Worst company ever! Hire anyone but wag for your dogs!!!

Walker showed up but asked management for a key when I have a “wag box”. Management was not notified of the walker so they didn’t let her in. My 13 year old did not get walked for 12 hours that day. I had booked two appointments that day and the same walker didn’t show for second appointment. The WAG sent a new walker whom had no problem getting in. We used WAG at least 10 x before with no problems. Customer service blamed the customer.

This is by far the worst service I have ever received. I scheduled a walk and it confirmed a walker. The walker then proceeded to press “on my way” but never showed up. Wag had no idea that the walker never showed up and they weren’t able to contact the walker or me to make me awake of the situation. And this was five hours after the fact that the walk was supposed to occur. I’ve heard the app has glitches so I gave the service the benefit of the doubt, but once Wag was finally able to contact me I realized the extent of the situation. My dog was left alone for an extensive period of time with no communication from the walker or from Wag. DO NOT USE THIS SERVICE. HORRIBLE CUSTOMER SERIVCE AND INCOMPETANT WALKERS.

Love this service! Used it when I had my grandpuppy for a week! Was nice to have walks scheduled so she could release some puppy energy. Was able to get the same walker so it was someone familiar. Not bad pricing. Recommended it to many of my friends.

They are convenient when you need a dog walk. That's it. The app always has something wrong with it. When you call you're on hold forever. The app takes forever for it to confirm a walker. Sometimes I don't even know the walk has been confirmed until I get an alert saying my walker is on the way and it's not even at the time I originally scheduled it for. The delay overall through the app, and on the phone is insane. We have had our front door left unlocked - back sliding door unlocked and even doggy bags left in our kitchen trash can when there is a trash can right outside. Most recently - I was put down as a reference for a friend who applied to be a walker, WAG emailed me and I filled out some referral survey online and then it said I would be credited for "X" amount of walks but my account has yet to be credited nor can anyone on the phone help me. It's a new company, but WAG is lacking a lot of organizational areas and prompt replies right now.

Only one problem and management followed up on it immediately. Love the people. Love the app

Been using Wag for over a year. Walkers are lovely & professional for the most part, but Wag Support & admin??????? BAD NEWS. I encounter problems almost every single week. Here is an example; I received a message from Wag earlier this evening, that my recurring Friday walker did not show up for my dog’s walk. Apparently Wag was unable to get in touch with that walker, so they eventually dispatched a back-up walker more than an hour and a half later. It was never explained to me WHY my recurring Friday walker did not show up for the walk tonight. Was there an emergency? Did he flake? Is he AWOL with Wag as well? Do I need to find another permanent Friday walker? I tried calling, texting and emailing Wag Support for over 4 hours this evening, to discuss what happened, yet the support number I called forwarded me to an automated message indicating that high call volumes were the reason for Wag not being able to take customer calls. I appreciate that Wag has high call volumes and can'talways pick up incoming calls right away, but there has GOT TO BE a better, more professional system in place for Wag to manage returning calls & texts to customers, within a much more reasonable time frame, PARTICULARLY if an issue involves a booked 'Same-Day' walk that's been SNAFU'd. I pay for Wag services 3 times weekly & expect to be able to connect with support during the hours for which they provide services. If Wag needs to employ 24 hour staffing in order to handle the overflow of 'COMMUNICATION VOLUME', so that paying customers get replies within a reasonable timeframe, then do it! I am so very frustrated with the lack of attentiveness, when customers have questions about their ensuing same-day walks, and Wag is unavailable for communication. Unacceptable. There are several other administrative errors and ball-drops which have brought much frustration to being a Wag customer. The prices do remain competitive, therefore I continue with the service, and the walkers are very well trained and careful with your pets, however professionally & administratively, they fall short to a great extent.