Leave a Review Wag!
Slow Response-misleading
First off, there are so great walkers on the platform. Folks who take good care of my dog. I have an issue with the bad platform and their neglect in holding those non good walkers accountable.
First, it’s rare that I get notifications when walkers have arrived or when the walk has been accepted. It’s not like Uber where it shows up on your main screen and tells you who is driving and when they will be there. Instead I rarely get notified, then I have to dig. Multiple times it won’t even show me who will be walking my dog. Additionally, what is extremely frustrating is the walkers ability to push out the walk as they are late. I understand having to drive to my house, but if someone accepts my walk for 2pm, they shouldn’t have the ability to say they will be there at 2:30, then 3:15, then 4pm, then 4:30. It’s so unfair to my dog who is sitting at home waiting to be walked. If you can’t make it to your appointment, let someone else walk. One time it was almost 4 hours they pushed out the walk time. It says I’ll be charged for canceling, but at that point I don’t need a walker. I’d be home.
The app needs updating, and they need to hold their walkers stricter to times. I’m getting off and switching to a new app after this happened again today. Very frustratingShow lessKathryn.2020
Customer Service
Was really happy to find this service to help me during long work hours. The first month of service was great. I then had a walker lock my keys to my house IN my house rather than using the lock box outside. Normally I have a spare but had recently lost my usual keys so the keys in the house were the only keys I had. It was snowing and I had to call a lock smith and wait outside. Finally got into my house and called the Wag customer service. Got in touch with someone that was going to help reimburse me the $125 I had to spend on the locksmith that day. After sending this person the invoice they informed me they would have to call
The locksmith company to verify. After two weeks of email exchange I gave up. The person I was in contact with apparently couldn’t get in touch with the locksmith even though I was personally able to get through every time I called. They didn’t even offer reimbursement in the form of walks. Then three weeks later my “premium” subscription started which I had forgotten I was on a free trial for. I called the customer service line again and explained why I wouldn’t be using this company ever again and was told that the service charge is non refundable and there was nothing to be done about it. When I asked to speak with a supervisor I was told “they will just tell you what I did.”
All in all that single walk cost me $135. I will never use this service againShow lesslittlestlyon
Developer Response
Hey there, I’m so sorry to hear about your experience. Please call our Customer Support Team at 628-400-4426 so we can look into this for you.No accountability for actions
If I could give zero stars I would. A Wag! walker lost our puppy, didn’t follow Wags “protocols”, contacted me directly and only when I was 15mins into my drive to get home did I then receive a call from Wags emergency call center to which I had to explain everything to them and answer questions that should have been pulled from our profile. I had to request what it was they were doing to find our puppy and for hourly updates from them because they didn’t think that that was important enough to help put an owners mind a little at ease. Long story short my partner and I found our puppy 4hours on foot and 25k steps each. It was cold and miserable and they NEVER took full responsibility. They conducted an investigation that took weeks and concluded it was the dogs fault and the walker (whom both my partner and I both talked to) lied about what happened. Was it convenient when the system was working yes, is it worth the risk to have your family member lost and no responsibility from the care giver at the time and for it to possibly end up in days of searching or possibly death? Absolutely not! Go local and with a trusted and responsible walker. We were fortunate enough to save our own puppy’s life and are dealing with the anxiety this event caused him on our own dollar no thanks to this Wag event! I am a very level headed and calm person but this was by far the worst customer service and experience in general I have had by far.Show lessTks516
Developer Response
Hi there! I'm sorry to hear about your terrible experience but appreciate the feedback.JUST DONT TRUST THIS COMPANY!
Don’t work for this company and don’t hire them. Save yourself the trouble and stress that their lack of responsibility can give you. Here’s why.
In the state of California, Wag states that they are not liable for any damages or injuries caused to and by the customer and the walker. They not only provide terrible service by not helping an injured walker who walked and allegedly got bitten by my dog, they also refuse to help me as the customer get information to help with a claim that is now filed against me and my renters insurance. The walker had to cover her medical bills without any help from Wag and now we are dealing with this claim and wag has not gotten back to us to help with any questions. They took 2 weeks and countless phone calls before getting back to us with an answer which was pretty much “we cannot help you and we will not cover any of the walkers medical bills. You will have to do this without our help.” THEY hire people but they take no responsibility for aiding them.
To simplify this, if you’re a walker who care about your liability and you’re a dog owner who wants to make sure your dog and you are insured in the event of an accident, FIND ANOTHER COMPANY that is responsible and will provide detailed information regarding liability, insurance coverage and proper customer service!Show less@RCTHAT
Terrible company for walkers
This is probably the worst pet care company I have ever had to deal with. They care absolutely nothing about their walkers and well it’s pretty unsafe for pet parents as well. As long as you can answer a few questions about leashes anyone is able to sign up for this bull crap. I was scheduled to walk two dogs and I was bitten by one of dogs before I could get a chance to step a second foot inside of the home. I STILL took care of the little dog even after being bitten 3 times by the big one and was still given a one star rating because the little dogs ate mushrooms out of the grass and got sick ( instructions stated to just take dogs in front yard of building where there is no fence ) the poor pup was only 5 months old. She then told me to leave the puppy tied up outside and she would get him ( which is terrible ) so i reached out to the next door neighbor ( who knew both her and the pup ) to ask if they could keep an eye out for him instead of leaving him outside in the cold. Wag! Has been on this investigation for a month and still no word back! They suspended my account w/o notice and has not gotten back to me or communicated with me what so ever. It took 2 weeks for them to send me a copy of the dogs immunization records. WORST PEICE OF CRAP COMPANY EVER bark and rover are better or leashes and litter boxesShow lessex0ticcc
Walkers don’t show up
A month ago I booked a walker at 8 AM for 6 PM that night. Within 10 minutes somebody was confirmed. At noon they canceled so I knew Walker was confirmed. At 5:50 that night the second Walker canceled. I knew Walker was not found until after six. We finally got the dog walked after seven that night. I sent a complaint and never heard back. I decided tonight to give them one more try. I scheduled my walk at noon today and a walker was confirmed. Then at 4:30 this afternoon the walker canceled. A second walker was immediately booked. They were supposed to be here at 6:30 PM they canceled at 6:25. It is 645 and another walker still has not been confirmed. I want to cancel the walk but they want to charge me $10 because their walkers didn’t show up. Based on all the reviews on wag in the past few months the walkers don’t show up and wag doesn’t care. They paste the same response into every customer complaint to just call them. But if you read the other reviews the customer service either doesn’t answer the phone or the rude. Tonight just confirmed I will never use their service again. But I have to call them to delete my payment information. You should be able to delete all personal information via the app.Show less6 months pending
I hate this service
Awful app and experience. I don’t want you choosing a walker with your algorithm. Even in 5 star reviews I see “ I was lucky enough to get the same walker” what?!? Lucky enough? You’re paying for a service. I want to choose the human being that will be in my home unattended and handling one of my most important part of my life, my dog. I really don’t understand how this app still exists. YOU choose my walker. For my convenience you match me up with some rando in your system. Sorry wag. Really bad and the reviews confirm what I think. People coming and going, no accountability. Walkers deciding a dog needed a RUN cause he was late. My dog needs you to do exactly what I freaking tell you. Not decide he needs a run cause your a moron who was late. Craziness. Back private people I can actually have a little accountability with. Oh and the app was a nightmare to navigate. Looking for a sitter and oh now your booked. Confirmed. So now I have to cancel? Oh ok. Cancelled.
Really weak overall wag. Update: Most importantly recent news reports confirmed my suspicion on this review( I wrote while ago)about deaths of dogs in your care and then subsequent cover up or forced NDA to get the body of THIER dog. Gross corporate behavior. Incompetent walkers with a double digit IQ. Never using wag or rover ever ever ever. Support local businesses.Show lessjeffstorm
Can’t rate higher after support experience
I was recommended this app by a friend for walking my pup when I need one off appointments (I work from home so I’m here most days). I schedule a walk and honestly I was a little apprehensive. My puppy has never so much at growled at another person, but on the other hand, no one has randomly walked into our apartment, taken him out of his crate and walked away with him. I reached out to my assigned walker just to provide background that he’s very young and has never had a walk like this with someone new and me not home.
I reached out via the contact info they gave me, through the app and online. I even tried to talk to their “Walking Concierge” and was ignored. As of writing this I cancelled the walk yesterday (was able to get back myself) and have yet to hear back from anyone.
I would love to support this app as much as anyone. It would be incredibly convenient. But if I can’t get them to reach back out within a day (I sent most of those messages over 24 hours before the walk) when I have a new puppy, new home and as a potential new customer, I just can’t support their business. My dog is a part of my family and I need a walker who at least pretends to understand that.Show lessJake_A_1989
Horrendous customer service and lack of accountability
Wag - during the Manhattan power outage on 7/13, it took 5 hours for my dog to get a walk as multiple walkers couldn’t do the job given the circumstances. I do not fully blame the walkers - but I absolutely blame the system in matching walkers, and I find the lack of accountability from the customer service team and the company to be among the worst I have experienced.
I had to talk to over 4 reps and a supervisor to even get a walker who was willing to jog all the way from 14th st to midtown to take care of my dog when I had to rely on the app for a wedding and I was out of town. Major props to him. But to have to call multiple times, be put on hold for 30 minutes each time, and to have the walker say they’d arrive in 30 minutes to take over an hour to get there - can’t you guys match a closer provider? I was stressed out the entire wedding, and when I asked if I should uber back home to take care of my dog at 9pm - they said no, it’ll be taken care of. My dog got walked at MIDNIGHT. I asked them to come my ride home. They refused. I asked them what can they even do. Beyond finding another walker, nothing.
It is clear they are not a pet or owner centric company. Their walkers are solid - but the policies in place are a complete farce and I’m extremely disappointed in how they handled the entire situation.Show lessChris88_NYC
DON’T USE THIS APP!!!
Please, if you love your fur baby DO NOT USE THIS APP. Literally anyone can get a job through this. They make it seem like the application process is a big deal but I went through it-simple questions, easy recommendations (literally had my boyfriend and best friend do it) and a background check. The ‘training’ is a joke. I flew by it on my phone in under 10 minutes. Don’t trust just anyone to walk your dog (and go in your house!) because that is what you’re doing. I know a dog died where I live in Houston (and many other places!) from an idiot walker. The app distracts walkers during the walk-photos, videos, pee markings. You have to understand you’re taking a HUGE RISK by using this app. Please think about it. This company is absolutely HORRIBLE. Don’t even try talking to customer service because you will get nowhere. The company also doesn’t take care of the walkers at all. I have a five star rating and have done over 300 walks..I was told they were going to refund me 10 dollars for a scam walk and they ended up deducting me 10 dollars from my paycheck. I have been fighting this for over three weeks now, talked to five different people and have gotten nowhere. This is extremely TYPICAL for both the walker side and customer side. I have issues like this with them all the time. It’s not about the $10 it’s about the concept of me having to fight for this mess that is their fault to begin with. Ridiculous...please avoid at all costs.Show lessklrodri
