Reviews

Review Details

• Review fromMaya M

  Date: 05/09/2023

  1 star

  Maya M

  Date: 05/09/2023

  I signed up for Wag Premium in April 2022 (a premium subscription costs $95.99), but didn't end up using their services, and forgot about it. Now, in May 2023 I saw a $95.99 charge on my credit card statement for April 2023 from Wag. I didn't recognize the charge because I didn't realize I was set up for auto renew of the premium subscription. I went to the website and signed in, and found it extremely difficult to reach a customer support agent when I declared that the topic I wanted to discuss was Unrecognized Charges. Instead it kept pointing me to pre-written support articles that didn't answer my question. It was only when I went through the bot service and said I wanted to "update account details" that I was eventually able to reach a customer support agent. When I asked what the charge was for, she told me it was for a premium subscription to Wag. I explained that I hadn't used it last year, nor do I plan to use it this year, so I'd like to cancel it and get a refund for the 2023 charge of $95.99. And she said that per their written policy all charges are final and non refundable. By the letter of the law they have covered their bases by writing up front that all charges are final and non refundable. However, I do think they are engaging in some pretty scammy practices:1. Auto-renew of premium subscription 2. They say they send you an email reminder of the auto renewal notice, but I checked my main inbox and my spam and saw no such notice 3. Really hard to contact customer support (no number or email listed on site or app and not easy to reach an agent)4. To say up front that all subscription charges are final and non refundable suggests that this is a common situation (people getting charged without realizing) and they are totally ok taking people's money even though those people aren't actually using their services anymore. People should pay for services they use. And should not have to pay for services they aren't using. It's that simple.

  Wag!

  Date: 05/18/2023

  Hi ****,

  We appreciate your valuable feedback regarding the Wag! Premium subscription cancellation policy and your experience with the auto-renewal of the subscription charge. We understand that the follow-up to that did not fully met your desired expectations. We value your feedback and thank you for bringing this matter to our attention. We look forward to another opportunity to make it right and restore your trust.If there is anything we can do to address your concerns or provide further assistance, please do not hesitate to reach out to ** directly at ********************************************
  

  Best,
  The Wag! Team

• Review fromNoreen M

  Date: 05/08/2023

  1 star

  Noreen M

  Date: 05/08/2023

  Received report cards for 2 dog walks that NEVER happened and was not refunded for one. It's only $16.50 but it's the principle. I want the $16.50 refunded to my credit card. Spent hours working with customer service with no luck. Also, everything was done via email. They don't have a number you can get through on.

  Wag!

  Date: 05/17/2023

  Hi ******, thank you for taking the time to share your review. I understand that you have been in contact with our Customer Support team regarding your request for two refunds, and I sincerely apologize for any inconvenience you may have experienced. I want to confirm that one refund has already been issued to you. However, I regret to inform you that the processing of the second refund is currently not possible. Our records indicate that you have chosen to dispute the charge with your banking institution in order to receive a refund. Should the dispute with your bank become resolved or closed, you may reach out to our **************** team again. We will be more than happy to assist you further and explore solutions to address your concerns.We appreciate your valuable feedback, and rest assured that it will be passed along to the relevant teams. Your satisfaction is important to **, and we remain committed to providing you with the best possible service.

• Review fromPura A

  Date: 05/08/2023

  1 star

  Pura A

  Date: 05/08/2023

  THE worst customer service! My account was compromised and they havent done anything other than request redundant information. It is nearly impossible to get an agent to help. They have you go through the app but thats even worse. I would strongly consider walking dogs for another business other than Wag. Its incredibly negligent. So easy for scammers to take my money and they do nothing. 3rd day without any resolution.

  Wag!

  Date: 05/17/2023

  Hi Pura, thank you for taking the time to leave your review and providing us with your feedback. The safety and security of our platform are of the utmost importance. I see that you have been in contact with the correct department regarding your concern. Our dedicated team has provided you with the necessary guidance and resources. If you have any outstanding questions, I recommend referring back to your email correspondence with our dedicated team.

• Review fromAnna S

  Date: 05/06/2023

  1 star

  Anna S

  Date: 05/06/2023

  Absolutely deplorable customer service. Do not work with ********************** The customer service representatives do not care about any pet issues at all, even if it is an emergency. Was hung up on multiple times after begging for help. I asked many times to speak to someone elsemanager, supervisor, anyone that could help me and was disconnected every single time. Wag! customer service representatives do not care about *************** or the pets. I have never received such careless customer service in my life. Im not sure how these people are still in business.

  Wag!

  Date: 05/17/2023

  Hi ****, thank you for taking the time to share your review and provide us with your feedback. We understand how important it is to receive prompt and compassionate assistance, especially during emergencies.If you ever find yourself in an emergency situation, please remember that you can dial 911 to reach local authorities. For urgent matters specifically related to Wag!, we have established a dedicated Trust and Safety line at ************. We have a team of experts ready to help and provide immediate support.If you have any additional concerns or need further assistance, we encourage you to visit the Wag! **** center or our website at ***********************************************. Our **************** team is there to listen to your inquiries and provide the necessary help and guidance.We appreciate your feedback and will be passing this along. Best,The Wag! Team

• Review fromCindy S

  Date: 04/29/2023

  1 star

  Cindy S

  Date: 04/29/2023

  What a scam!, they LIE. Incorrect info on trails, caused me much trouble, got me kicked off Sheltowee Trace, had to find a daycare to board dog, cost me hundreds, plus, lost full day of vacation. Also, site Never worked from second I first tried to sign up. they made me give my phone number, e mail, blew up my e mail with junk, sold my info, couldn't stop it, eventhough app/website say you can request hoe your data is used, but, when i tried, it didnt work. and I can't even use website or app! I hit submit, and Nothing. I wish I could bill/sue developers for all the financial trouble they have caused me.

  Wag!

  Date: 05/04/2023

  Hi *******, thank you for the review and for your feedback. We regret that our app did not meet your expectations. We take all feedback seriously and are always striving to improve. If there is anything we can do to address your concerns or assist you further, please do not hesitate to reach out to us directly at ******************************************** Please do also include the article that you are referring to in your communications so we may have our dedicated teams make any necessary changes. We value your use of the Wag! platform and want to ensure that your experience with the platform is a positive one. For more information on how data is used, you may visit ******************************************************. Thank you for taking the time to share your feedback with us. We hope to have the opportunity to serve you better in the future.

• Review fromPatrick B

  Date: 02/08/2023

  1 star

  Patrick B

  Date: 02/08/2023

  I downloaded the app. Never wants to use their service. Was continuously charge by the month for something I never agreed to. Absolutely zero help in rectifying the situation. I would not recommend them

  Wag!

  Date: 02/17/2023

  Hi *******! It sounds like you may have opted into a Wag! Premium Monthly Subscription. If you navigate to your wallet (iOS) or ***************** (Android) they should see 'subscriptions' and then 'Wag! Premium' by selecting it, there should be an option to toggle auto-renew "off" which will cancel your subscription. You can enjoy the perks for the remainder of the subscription time. Please note that refunds are not available for Premium subscription charges. If you have any outstanding questions, you can reach our Customer Support through the Help tab in the Wag! app or by visiting the website at ***********************************************. Best,Wag!

• Review fromLiz H.

  Date: 02/03/2023

  1 star

  Liz H.

  Date: 02/03/2023

  I was a WAG walker...I loved walking dogs then I had an incident yesterday where the dog got free of her collar and I had to chase her. While trying to contact the pet parent the app glitched I couldn't press any button. Finally was able to call the wag emergency service they deactivated my account and banned me as a dog walker. I under stand that part but they had zero support for my trauma. For the fact that i was able to get the dog back safely home. They had zero empathy for their walkers who make them money. I am sick with a sore throat from yelling the dogs name...I have anxiety and now I'm triggered when I see a dog without a leash but they could care less about their walkers.

  Wag!

  Date: 02/22/2023

  Hi ***,Thank you for reaching out to share your experience with us.Wag! is not at liberty to discuss active cases or claims in any stage, both out of privacy and security for all parties involved. At Wag!, we take platform Safety seriously and go to great lengths to ensure the protection of all users and pets while on the platform.Our *********** and ******************* have been cultivated by real Wag! users to provide Safety videos, Community Guidelines and best practices to help further ensure safety.Please refer to your email for any further discussion regarding your account status.Best,Wag!

• Review fromEdgar G

  Date: 01/10/2023

  1 star

  Edgar G

  Date: 01/10/2023

  Was a dog ****** and got my phone stolen while boarding a dog. I called them on a friends phone and explained the situation. They didn't really care, and since I had no way to contact them they flagged my account for "putting pets in danger" as they said. And now they will not be paying me for a board of 3 weeks and the money sitting in account they are just keeping. WAG STOLE NEARLY $2,000 FROM ME. This company is a complete sham and treats walkers terrible. The customer service is even worse. Very rude, and don't really about the situations.

  Wag!

  Date: 01/27/2023

  Hi Edgar,
  
  We appreciate you taking the time to provide feedback on your experience using the Wag! Platform. Pet Caregivers performing services on the platform are held to the Terms of Service and Wag! Community Guidelines. Violating these guidelines may result in loss of access to Wag!. In such an instance, email communications will be sent out. Please refer to your email for any further discussion regarding your account status.
  
  Thank you,
  The Wag! Team

• Review fromAn S

  Date: 07/02/2022

  1 star

  An S

  Date: 07/02/2022

  I am a caregiver with Wag! and I recently attempted to provide a walk with the building instructions noting that I could get the apartment key from the doorman. When I arrived, the office with said doorman was closed. I attempted to message the pet owner, but the Wag software provided an error message. I called the Wag! Service line and they took such a long time attempting to resolve it that I had to leave for my next walk. Wag also sent a derogatory message to the next walk I had scheduled by mistake. All the customer service is outsourced out of country and it is very difficult for their staff to understand English only responding by script and prompts. Use Rover instead!

  Wag!

  Date: 07/18/2022

  Hi An,
  
  Thank you for taking the time to leave a review on your experience with using the Wag! Platform to provide pet care services. We do want to communicate that we highly value the Pet Caregivers who choose to join the Wag! platform and understand your frustration with the service issue that occurred.
  
  At Wag!, the Pet Caregivers who join the platform are independent contractors and their own business owners to make their own determinations for the pet care services they provide and to work with the Pet Parent(s) requesting services to determine if alternative actions need to be taken. By using the Wag! Platform, Pet Caregivers and Pet Parents agree to policies within the Terms of Service and Community Guidelines. When Wag! is informed of a service issue, our team will do what they can to assist the Pet Caregiver and Pet Parent to resolve the issue, though ultimately it will be up to the Pet Caregiver and Pet Parent to determine the best course of action for that pet care service.
  
  The Wag! Help Center and Community Resources have been cultivated by real Wag! users to provide Safety videos, the Community Guidelines, and best practices to help further the success of each pet care service. Additionally, the Help Center and Community Resources are guides to assist with commonly asked questions that may arise for app troubleshooting and to cover the policies that are outlined within the Terms of Service.
  
  We are always striving to improve the experience and continue our mission to bring joy to pets and those who love them and we highly value the feedback you have provided. If you wish to discuss your service experience further, we would be glad to hear from you, by sending us an email at ********@wagwalking.com.
  
  Best,
  Wag!

• Review fromMelody R

  Date: 05/31/2022

  1 star

  Melody R

  Date: 05/31/2022

  Wag gave my garage code to a complete stranger that I had no notification/communication with!!!! She just showed up at my house and walked my dog unknowingly for 4 days!!!! I found out when my dog walker I hired showed up at the same time as her. I had to call the police to come and ask her to leave but she was gone by the time they got there. I signed up for this service to care for my puppy. I set up the schedule that I would require through Wag. There were no dog walker Matches for eight weeks so I deleted the app. I signed up for Rover and was able to get multiple matches the same day. Thus I found the perfect fit through Rover. I was able to reach out to the dog walker of my choice, interview, personally, allow her to meet my animal and knew of her personal history with animals. Rover notified me via email, text and notifications through the app. 7 weeks later........I received NOT one notification of this dog walker person planning to show up at my house through WAG. NO email, NO text. Tell me how this is ok???? Also, why did this dog walker/person or anyone think it is ok to go into a strangers home without one shred of communication???? Wag you have a gliche/serious problem with your app that needs to be corrected. IMMEDIATELY! They did refund my credit card and apologized but then tried to blame me for the way I entered the schedule via the app! Regardless of how your automatic schedule is populating through the app, it is never ok to enter someone's home unannounced.

  Wag!

  Date: 06/27/2022

  Hi Melody, we appreciate you taking the time to leave your review about your experience and for contacting our Customer Support team at the time to report what had happened to have this resolved. Should you have services booked for a certain period of time, the Wag! app would not have a way to distinguish whether or not you would still like for a local Pet Caregiver to be requested for a specific date or time other than if the service request is active, or if it not active by being cancelled. It sounds like the Wag! app was deleted without cancelling the service requests first and thus, push notifications from the app wouldn't have been received. We're disappointed to hear about this negative experience and we recognize that this is an area of which we can improve. We sincerely appreciate you bringing this insight to our attention as this is valuable to us. We're passing **** feedback along to the appropriate teams to review.