Wag support? NOT supportive! Buyer beware.
I have gone through the process through the app. All worked well until it was time get my background check. I paid for the background check and was sent a link through the app. THE LINK DOES NOT WORK. I have contacted, 3 times, Wag support - by email. I have contacted, twice, Wag support by phone. I get no answer to my emails. When I call on the phone I get a voicemail that says there is no one available to take my call and to please leave a message. Wag has my money but through the app, link, email and phone, I am unable to complete my application. I’m to the point where I think this is all just a scam to get my $40 (which by the way is NON-REFUNDABLE). Wag, I am not impressed.
Update- after a little more than a week of back and forth “try this/try that” I have finally gotten in to my Wag account. It really shouldn’t be this hard to apply. None of the support members seem to know what the issue/cause was but at least it’s fixed.
Update- after a little more than a week of back and forth “try this/try that” I have finally gotten in to my Wag account. It really shouldn’t be this hard to apply. None of the support members seem to know what the issue/cause was but at least it’s fixed.
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Overall good, needs to prioritize walkers
I love how easy it is to connect with people who need their dogs walked and the app is super user friendly. I do think that Wags takes a bit too much a of cut of my pay for the amount of driving and walking I do for them. I think in my area it would be more fair if I was able to get paid ~.50 cents per minute of walking. Then that would cover my gas mileage and time spent getting to and from each location. I also think that the emergency cancelation shouldn’t hurt the walker unless they cancel in under 24 hours. I got locked out for canceling a week before. Lastly, sometimes the walks get backed up when walking back to back and there is no way to not be punished if you are delayed because you are walking dogs for wags. I wish there was a way that we could request to delay a walk 30 mins and the owner can agree to it or cancel the walk or look for a new walker asap. I hope this helps improve the app for all of the dog walkers out there!
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Response from developer
Hi, thank you for taking the time to leave a review. We greatly appreciate you leaving detailed feedback on how we can improve the Pet Caregiver experience. We will ensure that this is passed along to the appropriate teams to review. Thank you for being a valued part of the Wag! community.
Minor Technical difficulties
I would love it if in the app after you press the “I’ve arrived” icon if we could still see the customers address along with the access info, because the only way to see the address again is to refresh the page but then that will indicate to the customer that we have access which isn’t true. And also one time for I had attempted to indicate to the customer that I was On my way, the walked was scheduled for 12:00am and I was 30 mins away, but the app refused to allow to indicate to the customer anything, it kept saying that I was too early, it finally allowed me to let the customer know when the hour of 12 hit. So that also might be something that helps
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Major Userability issues
Wag makes it so incredibly difficult for you to communicate effectively with your clients.
There are people who will spam and harass you and wag will do nothing about it.
Pet profiles are a joke. You can’t communicate with caregiver prior to booking and cancelling afterwards (say their dog isn’t compatible in a multi dog household) will negatively impact the care takers future visibility.
If you’re going to walk a dog the notes aren’t available to you until after you’ve completed the walk?
If you want to see a pets profile, good luck. You can’t.
God forbid you have your locations settings turned off like a monster. Wag will show you as a stationary object and not notify the owner services were turned off. So you look like a jackass not walking when you really did.
You have to save every photo of someone else’s dog on your phone because wag is incapable of loading a picture from their app.
Wag doesn’t care about you or your pet. They want to make money off of you like any other business. So just make the extra effort to reach out to your people and set up a phone call or meet and greet or SOMETHING to ensure everyone’s comfort and safety prior to boarding.
There are people who will spam and harass you and wag will do nothing about it.
Pet profiles are a joke. You can’t communicate with caregiver prior to booking and cancelling afterwards (say their dog isn’t compatible in a multi dog household) will negatively impact the care takers future visibility.
If you’re going to walk a dog the notes aren’t available to you until after you’ve completed the walk?
If you want to see a pets profile, good luck. You can’t.
God forbid you have your locations settings turned off like a monster. Wag will show you as a stationary object and not notify the owner services were turned off. So you look like a jackass not walking when you really did.
You have to save every photo of someone else’s dog on your phone because wag is incapable of loading a picture from their app.
Wag doesn’t care about you or your pet. They want to make money off of you like any other business. So just make the extra effort to reach out to your people and set up a phone call or meet and greet or SOMETHING to ensure everyone’s comfort and safety prior to boarding.
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App needs a lot of work
It would be really helpful if walkers could see the previous walkers notes before requesting walks. Also, dog owners should have to fill out the dog profiles if they are going to use the app. There should be a way to put in your preferred mile radius without crossing state boarders (I live in south Jersey and am constantly getting notifications for Philly walks) the town the dog is in should also be listed as some towns are not as safe as others. And the walkers should be able to defend themselves against false accusations. I have over 150 5 star ratings, and one 1 star rating due to “not feeding the dog” although it was never indicated that I should feed the dog. Also, dog owners put old pictures up and don’t fill out profiles so you think you are walking a puppy only to show up and find a 100+ pound dog needing a walk. And wag keeps a lot of money for the walks the walkers complete, I walk a dog that is listed as “leashed trained” and get pulled around the neighborhood by a strong dog whose weight wasn’t listed right and wag keeps almost half the money the owner pays. This app doesn’t seem to care about the walkers. And if you do reach out to “customer service” you either get the same auto generated message over and over again, or you get no response at all. I find myself booking less and less walks because I have no idea what will be there when I show up.
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Response from developer
Hi, thank you for taking the time to leave your detailed review. We appreciate your valuable feedback on how we can improve and we will ensure that this is passed along accordingly.
Don’t give 2 fcks about their walkers
When I first started Wag they had easy support access for walkers and flexibility but now it’s a nightmare as a Walker! The accuracy of how far away a walk is is terrible yet you get penalized for cancelling a walk. Walkers use these apps to have their own schedule! We barely get paid anything and on top of that have to use our own cars and supplies, to upside was supposed to be flexibility and now they have completely taken that away. They make money thanks to their walkers yet treat us like garbage. We don’t even have a support team to call anymore of something goes wrong! We’re in the middle of a pandemic and instead of making changes to HELP their walkers they are making it more difficult. I have a lot to say about what a terrible company this is but an Apple review is not the place for that. I can’t wait until they push their walkers to the point of striking, that way they learn that they are nothing without the people doing the actual work.
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Where to start….
I have been a dog walker for Wag! for almost two years now. If I didn’t love dogs as much as I do, I would have left a long time ago because of their app. Currently, a problem I’m having is that canceled walks still appear on my ‘Booked’ tab. When I try to delete them, the next time I log into the app, there they are again. This is a real pain when a client has booked way in advance and then something changes on their end. I currently have 49 on my page. I’ve contacted Wag! support, jumped through all the hoops to try to fix it. Nobody on their tech team can figure it out. Another problem that I’ve brought up is that when I first log into the app and check my earnings, the page won’t load until I TURN OFF MY PHONE and turn it back on again! Very frustrating. When doing a Drop In visit, the app doesn’t show how much time is LEFT for your visit. I have to set the timer on my phone for that. Add to all this the fact that if you have to contact them LIVE for a situation, there is nobody to answer unless it’s an emergency (injury, pet got loose, etc). Anything besides that, you’re pretty much on your own. I could go on, but I’m sure y’all catch my drift. I love the dogs. Hate the app.
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Logistical Nightmare
This app is convenient in someways but the frustrations with it out weigh the positives. I have recurring walks at 10 am and 3 pm but still get notifications for walks overlapping with those times. Constantly. There’s always the on demand walks or the $4 boost walks that I get spammed with when I’m on my way to a walk. Like…. If I put in the app that I’m on my way somewhere I shouldn’t be getting a barrage of notifications about other walks I could take. Make it make sense!!!
I keep notifications on so I can book walks as they pop up but I have to weed thru ones that conflict with my schedule. The same thing happens with sittings. I get notifications for sittings happening the same time/overlapping. Also, I get violations because the owner didn’t change the time for a walk but it isn’t clear that if I don’t “shop up” on time I get penalized. It’s super frustrating!!! I understand there have to be penalties for not showing up etc, but wag needs to do better about making their policies clear for the dog owners and walkers. I wanted to be a dog walker so I could make my own schedule but at this point it’s almost not worth it and Ive only been doing this for three weeks.
I keep notifications on so I can book walks as they pop up but I have to weed thru ones that conflict with my schedule. The same thing happens with sittings. I get notifications for sittings happening the same time/overlapping. Also, I get violations because the owner didn’t change the time for a walk but it isn’t clear that if I don’t “shop up” on time I get penalized. It’s super frustrating!!! I understand there have to be penalties for not showing up etc, but wag needs to do better about making their policies clear for the dog owners and walkers. I wanted to be a dog walker so I could make my own schedule but at this point it’s almost not worth it and Ive only been doing this for three weeks.
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Response from developer
Hi, thank you for taking the time to leave a review. We're always looking to improve and we appreciate your valuable feedback to better your experience. We will ensure that it is passed along to the appropriate teams.
Needs fixing
The app is very convenient and I tend to think of it as the uber of dog walking. I’ve had a couple of issues with it though. First being that when you end the walk, the diary log comes up which stops you from being able to access the codes to return the house keys and such. I understand losing access to the key boxes for safety reasons but there should be a way to end the walk, fill out the info then leave the dog’s account. This did happen to me and took over an hour to get an agent to respond back to which they were unhelpful. My second issue is the calendar; even though I am on a specific date, it will give me walk for different dates so if you’re not paying attention, or click by accident, there’s no way to cancel the walk (if it gets accepted) or ask for another walker to take it without being penalized. When I say penalized, you will lose the ability to request walks for unknown amount of time. These are just issues I’ve had in the 3 days that I’ve been using it. I would also like to recommend that if I am on a certain calendar day/date not to show me other dates under that day; that’s not at all how a calendar works!
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Response from developer
Hi, thank you so much for taking the time to leave a review. We would like to notify our tech team of your experience to take a further look. Please send us an email at woofsupport@wagwalking.com
Poor business practices
I have been a top dog walker in my area with wag! for several months now with consistent five-star ratings. The other day I was given a negative review by a client that made false accusations about me, which will affect my ability to book future clients when they see my profile. I went through the process of disputing this rating, and even noted that I had video/photo evidence to back me up. Within 24 hours, I was told by support that their policy is to support the pet parents regardless of whether or not the review is truthful (because this is their personal “experience”) and it would not be taken down. I was not even able to submit my own evidence. This company clearly does not want to advocate for/support it’s dog walkers despite the fact that we give wag! a significant percentage of our earnings. Extremely disappointed and will be seriously reconsidering my future with this app/making this experience known to potentially new wag! users and dog walkers in the future.
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