Wag!Reviews of wagwalking.com

Horrible Customer Service. I only wanted to check their rates, which turned out to be much higher than most dog walking services, and then I cancelled my sign up (which you are forced to do in order to proceed). I also called the number they listed (California). I received over six (6) text messages from a very rude individual throughout the day even after I told them to stop texting. STAY AWAY FROM THIS BUSINESS! If they treat customers like this just imagine how bad they could be with your pet.

We had some ok experiences with Wag early on, but we've also had some very questionable walkers through the service. Unfortunately, we learned the very hard way that as soon as you have a problem come up related to the company, there is ZERO customer service and an extreme lack of accountability from Wag. Wag put us in a very dangerous situation, and we are now going on OVER A WEEK of waiting for them to even address our issue (much less, offer a reasonable solution). We've been told that our issue was flagged as "high priority" multiple times, but we have yet to be contacted by the company (except for them pushing their promotional deals, of course, always time for that). If I contact them all I am told is that they "don't have time" to handle my issue right now, but someone will follow up. Since when does a company providing a service not have time for its customers? Knowing how little they seem to care about their customers (who are trusting this company our beloved pets), we won't be back, and I encourage others to take the time to find local, trustworthy walkers who will love and look after your pet much better than a stranger showing up at your home. We will never trust this company again, and I hope that if you decide to use them, you never run into an issue or have any incidents, because Wag will not deliver on customer service.

Not enough walkers and bad customer service. The last two times I booked a walk the Walker was a no show or cancelled at last minute. The 1st time they couldn't find a replacement until 2hrs later. I had to cancel my plans to go home. When I cancelled the Walker stating this was not acceptable, wag tried to charge me a $10 cancellation fee which I fought to get back. The 2nd time the Walker cancelled and wag wouldn't even attempt to find another Walker. I'm returning the lock box, but have to pay the shipping myself.

For the most part, the Wag walkers are great. I have a serious issue with the timeliness of requested, misinformed customer service, and most importantly Wag credits disappearing from my account. (A Wag credit os prepaid services through Wag). Unfortunately, when you request a Wag walk with a tome frame of "ASAP" it can take several hours before you are matched with a walker. The system will keep searching without a cut-off time. I've had an instance where i requested a walk at 6pm and wqs not matched until 9pm. The problem with this is Wag credits can be charged for the walker coming out even of the walk does not take place. When you call to try to reachedule, its hard reaching customer service. You may be able to leave a message but that is no guarantee that the walk would be cancelled. I purchased Wag credits and had thise same wag credits delete from my account without any service or notice. I have spoken to Customer Service about this several times and each time they would fox the problem, the error would he made again. Its as if they have a team to resolve issues and another team to make the error again. Im so done with the service. IF YOU MUST USE THIS SERVICE, DO NOT BUY PREPAID WAG CREDITS.

WARNING - DO NOT USE THIS SERVICE UNLESS THERE ARE A LOT OF WALKERS SERVING YOUR AREA (WAY MORE THAN 12). The Wag service was completely unacceptable. I think it's a great idea for a service. But be very careful if you live in an area without enough walkers. There are 12 walkers serving my area in Northern NJ. I tried the service for the first time and booked a 2pm walk for our 7 year old rescue who has cancer and is currently battling a urinary tract infection. The appointment was scheduled and confirmed 2 DAYS IN ADVANCE. I was several hours away from home. At 12:30pm they texted me that the walker assigned to me had to cancel but not to worry, they would find another walker. Long story short, after many text messages and phone calls to their support, they informed me that they couldn't find another walker and just cancelled the appointment. I did not have any other options. THIS IS ABSOLUTELY DISGRACEFUL. My poor dog needed a walk badly. Wag had committed to providing me with a service and they abandoned me and more importantly my dog. I don't care what they say about their walkers being contractors. IF THEY DO NOT HAVE ENOUGH WALKERS IN AN AREA THEY SHOULD NOT BE PROVIDING THE SERVICE. ALL THE MARKETING IN THE WORLD DOESN'T CHANGE THE FACT THAT THIS COMPANY IS NOT PREPARED. THEY ARE PROVIDING A SERVICE THAT GIVES PEOPLE ACCESS TO YOUR HOME AND A SERVICE TO PROVIDE CARE FOR YOUR BELOVED PETS. AND THEY COMPLETELY FAILED US.

I used wag for the first time, and had an awful experience. For one the "certified" wag walkers are all not too intelligent. The guy took my 10 week old puppy to the dog park, and let him run around off leash, which is against company policy. To add onto that I never left any instruction to do that, because my dog is not fully vaccinated and could contract parvo from the dog park. Now I have to quarantine my dog for 12 days and looks for signs that my dog is dying. So when I called wag they tried to make me feel like a bad dog owner, by allowing someone from their services walk my dog because he's too young. They went on to explain to me that wag doesn't walk dogs under a year old. I never saw any type of disclosure stating that my dog is too young, nor do you even have to fill out the age. Practically what they are telling me is that their service is unreliable and I am a bad dog owner for using their service. I would recommend not using this service because the people who are "certified" don't follow rules and don't have the common knowledge to not let a puppy into a dog park ESPECIALLY off leash. The only thing wag is doing for me is calling me to check up on my dog, which I don't really care to talk to customer service any longer than I have too. Even if I wanted to use this service again, my dog is no longer allowed because of their workers incompetence. Some walkers are good, so if you get lucky and find a good one, I would stick to them, but be weary and find someone you already know if I were you.

Wag has no form of accountability, whether that's keeping walkers accountable for professional service or keeping themselves accountable for good customer service. If something bad happens with a walker (which it inevitably will) you are out of luck and the best apology you'll get from them is an, "I'm sorry this happened, here's a future dog walking credit." Most recently a walker fell asleep on my couch and didn't take my dog outside at all. He started the 30-min scheduled walk at 2:22pm and did not end the walk until 3:56pm. As I was busy at work during this time, I didn't realize until 60 mins into the walk that the walk was still happening, per the Wag app. So I texted the walker to see if everything was ok but didn't hear back from him. I'd noticed that the GPS tracker hadn't moved from my house. I left work early to check on things, since I was becoming worried about my dog, and I used my key to enter the backdoor of my home. I arrived home at about 3:45pm. When I opened the door I was greeted by my dog, who was loose in the house -- this concerned me because I left explicit instructions in the app for my dog to be returned to his crate upon the walkers' exit. Then, as I rounded the corner I saw a man asleep on my couch. It was the walker. He began to wake up and made no rush to get up or explain the situation. I felt very unsafe, and honestly a little unsettled by the whole situation. I looked around my house and saw my dog's treats scattered across the floor; the walker had two phones charging on my kitchen island; the front door was WIDE OPEN with the key still in the door knob. He finally stood up, saying he needed to "make some calls" and told me that he ate some seafood the day before, which didn't set well with him and required him to take some Pepto Bismol. He claimed the Pepto Bismol had "knocked him out," which is not a side effect of the medication. He then left without his phones and I had to bring it to his attention that he was leaving without the phones/chargers. He came back for them and then left, ending the walk about 3-4 mins later. It turns out he did not even take my dog out for a walk during the 2pm walk. This was not my request, though in his report card he wrote, "Per owners' request, I allowed the dog to stay inside and we played the entire walk." I had left no mention of this in the app or my communication with him; and even if I had, he slept through the entire walk (and then some) and obviously didn't play with my dog. DON'T USE WAG! They have no idea what's going on with their walkers because even a walk that goes 60 mins over the scheduled amount of time doesn't trigger alarm bells for them. They were hardly apologetic and told me that while they can block this walker from my own schedule they'll continue allowing him to walk others' dogs.

NEVER USE THIS COMPANY- Horrifying experience with this company and their care of my dog! This company should not be in business and if I could give a rating below a 1 it would be a rating for something deep in the negative numbers. I had my first and last experience with Wag for a trial to have a dog walker meet my dog and take her on a 30 minute walk. My rescued Malamute/German Shepherd dog had only been adopted and living with us only 2 weeks. After many emails and phone calls to Wag, the morning the dog walk was supposed to take place, I was FINALLY able to speak to the Wag walker who would be taking my dog for a walk. I explained to the walker that I would be leaving our dog in the fenced in yard and that the dog was skittish and may not wish to take a walk at all, but at least to try to get her leash on and see if she would take a walk. I gave specific directions on how to get to the yard and I emphasized at the beginning of the conversation and at the end of the conversation that the MOST IMPORTANT ACTION STEP WAS TO MAKE THE SURE THE GATE WAS PROPERLY LATCHED BOTH WHEN COMING IN TO GET THE DOG AND WHEN LEAVING HER IN THE YARD AFTER THE WALK. The walker, Christina, claimed she understood this direct order. Less than 2 hours later I am almost at my office in Santa Monica after a long commute, when I receive a call from WAG indicating my dog is lost. I flip out asking how this happened. The Wag staff was zero help, with no compassion, drilling me for specific information about the dog so WAG could let several search parties know the information to begin the search for my lost dog. To make a long story short, I called my husband so that he could also drive as fast as possible to our home to search for our dog. We both called our neighbors as well to help us search until we got home and for when we got home. When I asked the dog walker what happened SHE LIED TO ME and said when she stepped inside the yard that the dog bolted. My husband did not believe the story when I shared it with him and he later told Christina we knew she was lying… and at that point she admitted she had come into the yard and did not latch the gate properly (knowing the one command I told her twice on the phone less than two hours before she arrived at my home, was that she must latch the gate!!!). We spent 11 hours searching for our dog who had only been in our neighborhood for two weeks. We live in a canyon where mountain lions, coyotes, bob cats, and foxes make regular appearances on a daily basis. We were beyond fearful our dog would not make it home alive due to either getting eaten by one of the above listed creatures or due to a car hitting her while she bolted around the vast canyon full of various neighborhoods. This was one of the most traumatizing experiences we had been through to date. Just before 10pm when it was pitch black outside, we were given a tip by a neighbor who saw on the Next door App that we had been searching for our dog, that she was now back on our street. It was then that my husband and I were finally able to get her back. Keep in mind that our Wag walker who caused this terrible incident for no reason other than for being careless and lazy, had left the scene of the crime at 6pm to fill her belly with food and was done looking for the night. She indicated via voicemail she was prepared to begin looking the next day if she should be needed. Our poor dog looked totally traumatized from her own journey. She had no less than 150 thorns and/or foxtails trapped in her, which kept my husband and I up late pulling them out that night and the following day… and required a trip to the vet for final pulling of thorns and fox tails in her paw causing her to limp when she walked. Three days later, after a very long share with Wag’s support staff, Reyna, venting all of our concerns… we were told that Christina was simply suspended and on probation- NOT TERMINATED! Shocking!! Furthermore, Reyna did not even sound genuinely concerned or compassionate about the situation. She also avoided speaking to me on three different occasions that week, after promising to call at a certain time- totally unprofessional and making me feel like we were in no way a priority to Wag, despite the fact they almost killed our dog. We asked Wag to do the right thing and pay the Vet bill- a measly $80… and what did Wag do? They asked us to sign a legal document basically requiring us to zip our lips on this horrifying experience if we wanted them to pay the bill. In the past week and a half since the incident occurred with Wag almost losing my dog forever, I have heard from at least 5 other people in the Los Angeles community having gone through a similar horrifying experience, including one person’s dog actually being run over by a car due to Wag’s carelessness of letting the dog loose. In the event the review I have written thus far has not done a strong enough job in conveying our PURE DISGUST WITH WAG, below is the response I sent to Wag yesterday which sums up our final feelings about Wag. If you care about your dog one bit, NEVER USE THIS COMPANY… AND SPREAD THE WORD LIKE WILDFIRE THAT THEY ARE EVIL, HEARTLESS BEINGS! On Fri, Jul 13, 2018 at 9:03 AM Stacie Cox wrote: Reyna I am writing to let you know my husband and I finally had a chance to review the document you emailed the other day. Your company had the opportunity to do the right thing which was to just pay the vet bill for part of the damage that was done on your Wag Walker’s duty last Tuesday, but instead you chose to force me to sign legal documents binding me to zip my lip about my horrible experience with your services, amongst other things, as a contingency to paying the vet bill. All of this unconscionable behavior is evidence to the fact your company is unprofessional, disreputable, and has no real concern about their clients or their client's dogs. I will be taking action on a much more macro level to save others from going through this horrifying experience.