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So disappointed
I have been using wag for a year and loved the walkers and customer service until recently. Early in the year I called customer service because we were dog sitting for a friend and I wanted to get two dogs walked instead of one. I called customer service and a human picked up on the first ring and made the change to my walk request. I attempted to do the same in October. After spending 10 minutes on hold, a surly rep made the change and blamed the companies expansion for the wait time. Even after all that, the walker texted me to ask if he was supposed to take both dogs- he never got the message. However, for every subsequent walk since October I have been charged for two dogs. I spent the morning texting with customer service because it is impossible to get through to talk to a person. They refunded the extra dog charge from multiple walks but was also unapologetic and again explained that company expansion was the reason for poor service. After wasting so much time trying to get refunded and clarifying that I only had one dog, I was charged for two dogs again today. I have been a loyal customer but Wag’s expansion is not my responsibility and I have no more patience for poor customer service. Fortunately I have many options for dog walking in NYC. I am closing my account today.Show lessPatton-Miranda
LIFE SAVING APP!!!
Wag is a fantastic app & service!! I have a beagle and, at times, my daughter’s border collie. It’s not always easy or possible for me to walk/exercise the pups, especially if I have after work commitments or a social engagement. Enter Wag! with their wonderful walkers & solid customer service. Every single walker has been stellar! The lock box idea is genius for the times no one can be home. Since walkers are well vetted you know your dog & Home are safe. I’ve had great experience with customer service as well. They are very responsive to all questions and requests for assistance. For example, at times I only have the one dog home for to be walked. However, I registered both dogs when I created the profile on my app and prefer to leave it that way for the times that both all of and Charlie are in my care. All I have to do is text Customer Service to alert them to the fact that I present only one dog has been walked and they quickly and easily credit my account. I truly love the idea that an experienced dog walker/dog lover is caring for my dog when I’m not able. Download the app and try today. You won’t be sorry!Show lessTRChamz
I work for Wag
Wag is a good app but customer service makes it difficult for the walkers to get ahold of support. Once they actually anwser, they are very rude and difficult to talk to. This may also apply for Wag! customers in case of emergencies too.... Wag support is not there for their walkers incase ANYTHING happens beyond the walkers control. Example: a tire pops, an accedint, a overheated car...etc. If a walker needs to cancel because of any understandable reason, wag will not get your pup a cover for HOURS. This happened to one of the dogs I was scheduled to walk. My tire popped on the way there and I could NOT get ahold of wag support. That poor pup didn't get a cover for a very long time. I would've done anything to get transportation to walk him but unfortunately I was stuck....poor thing :( I've also heard horror stories of walkers showing us high/drunk and very late. So better hope that walker actually is good and shows up on time. The hiring process needs to be much stricter. Anybody can get in. Better off finding a neighbor to walk your dog for you or someone you truly trust.. If you like the app idea honestly try Rover you guys. It's much cheaper also. I want your pups to receive excellent service and I know personally from walking with wag that they may not receive that every single time. I got a new job I cant stand these people and the service they provide. Not worth it. A hit or miss with Wag. If you like that...go ahead and give it a shot.Show lessSiZzledaddy
Great idea! Bad execution through CS
Wag has a wonderful concept. In today's bustling times, I can see how the on demand walking services can be helpful. I feel as though the prices are affordable. The app itself is well constructed. You can follow the walker and the map, send pictures and updates, and if need be I took the Walker directly. So if the walk goes well and you have a good walker everything pays for itself. As a walker, i've seen a fair share of questionable walkers. I think the hiring process should be a little bit more hands-on. Maybe more in person interviews? There are people who have no professional pet care experience but have exceptional care compared to others and vice versa. it's hard to know if you have a good dog person employed without meeting and speaking to them versus throwing online tests their way. The company support for the walkers is bad. We need to contact them through call, they do have a negative tone of voice and seem as though you're wasting their time. They have delayed notifications about you requests for walking or boarding. Sometimes they are unclear through message about what you need to do or what they are doing. The updates are not frequent enough. I really do wish there was a better structure, because the app would be amazing for both the owners and walkers.Show lessNicolettena
