"My puppy's first two walks were great. The walkers loved her and left positive feedback. The third walk was the first time that I wasn't there to hand off my dog to the walker and it was TERRIBLE. My dog was returned covered in feces and let back in on the carpet with no excuse except that "her leg got caught in her leash" in the review. The walker was even shady enough to put that she did not ****. Not only that, he returned her early and kept the clock running until the hour was up. I couldn't believe that someone would be so irresponsible that they would let a filthy dog on someone's carpet. I believe that my dog was **** somewhere while the walker went for a walk on his own then returned to find her dirty and brought her right back.
Customer service was no help. They never answer the phone and just respond via text saying they will call back but never do. They clearly do not screen their walkers enough. I will never use them again and wouldn't recommend them to anyone. They are not members of the BBB, so you have no way of holding them accountable. I would especially caution anyone against allowing their walkers access to their home. They can't be trusted!"
"1st impression was great! Starting telling my friends about their services and then......the story changed. I didn't need a dog walker, I needed an overnight sitter. The sitter they put me with was AWESOME!!! She treated my Lucy like family and I could not have been more pleased. So happy in fact, that I booked a 2nd weekend. Still a great sitter, but the internal company really screwed me around. Customer service gave me nothing! Basically they said "our app shows that anything past 12 noon is an additional day charge." (I had been charged for 3 days for less than 48 hours of sitting time) Before my booking I had searched the website for pricing details to no avail. There was nothing on the web site and excuse me for going to the website instead of the app! I was left with the impression that there service had nothing to do with customer convenience, just increased revenue on their part since I paid them $40 for a day that they didn't provide ANY service. The only reason I've given the 2 stars is because I didn't give up and called back again the next day, spoke with a different agent and he was kind enough to provide a 1 time refund for that day. Just don't think it's worth the hassle. Won't be using this service again. "
"I gave Wag several chances after a few miscommunications regarding schedule changes. Preferred walker scheduled, but not available? No biggie. But then came the frequent customer service phone number changes, the difficulty to reach reps, walks occurring when I didn’t schedule them, 30 min walks when I wanted 20- I became very distrustful of my requests actually being met. The catalyst that caused me to cancel was getting a notification that my walk had started and the map populated - except I was home and my dog was right next to me. Customer service blamed it on the app and assured me my walks were canceled. Fast forward a week- I get a notification that a walker is on the way! I contact CS and tell them I did not authorize this- the SAME CS rep who canceled my walks said he never got the text that blatantly said “cancel my service immediately.” They assure me AGAIN that my service is canceled. The VERY next day one of the wag walkers (very sweet girl) contacted me saying she was running late for our scheduled walk! Customer service blamed it on “a glitch.” I went back thru my bank statement and saw MULTIPLE unauthorized charges on days I didn’t even schedule a walk! Shady company, horrible customer service. It’s been a 2 month battle with them and although they assure me every request I’ve made has been met every single time I find out later that there was a “glitch” or “misunderstanding.” I literally NEVER am the type to complain about companies bc I work in customer service and “get it.” But this is unacceptable and I’ve told all my friends and family to beware!!"
"I never leave nasty notes like this, but I'm so appalled by the terrible service I received this morning. Twice in two weeks my scheduled walker has simply failed to show up. I've been the one to contact Wag when no ETA text comes through. Wag doesn't send an automated text about the missed walk until 30 minutes past the deadline, and then they try to find a replacement. Well, this morning, my 8AM time came and went. As of 9:25AM, still no replacement could be found. Meanwhile, I am texting customer service over and over, begging for answers, since I have no back up and it takes me 40 minutes to get home from work. So I have to be unprofessional and leave the office, my dog has an accident, and I miss hours of work dealing with this. I can't believe how unprofessional Wag and their walkers are. I texted Wag back that they can cancel the rest of my scheduled walks because I no longer trust the service, and no response at all. Next, I bet I'll get charged for this complete and utter nonsense. "
"We had Wag walk our dog and feed and water her while we were in Denver for Thanksgiving. We had (4) walks that were wayyyy late and one walker forget to feed her. Below are the missed walks
11/21: Scheduled 7pm walker arrived 8:28pm
11/22: Scheduled 7pm walker arrived 9:46pm
11/23: Scheduled 7pm walker arrived 8:40pm
11/24: Scheduled 9am walker arrived 12:18pm
Walks were $20 each. I asked for a full refund for each of these walks as they were all nearly at least 1 hour and thirty minutes late (terrible for a dog who needs to pee) as well as a $20 refund for the miss feeding.
What Wag gave me was $30 for the miss feeding and $5 for those late walks because the service was ultimately rendered. Tell that to my dog holding her pee in for 3 hours and 18 minutes on 11-24. Things happen but the late cancellations and poor customer service after have me NEVER using them again.
"
"Wag walkers are extremely good with communication and one even helped me with trying my dog. I always get photos and videos during the walk and they are always on time."
" For three years I was a loyal customer at wag.com. As of this morning I am no longer a customer. They were offering $15 off for purchases of $75 or more. I made my purchases and when I went to check out there was no discount. I called them and was on the phone for 20 minutes before she figured out that I did not have enough "qualifying" items in my basket. They said dog food didn't qualifiy as a pet item. Apparently, the "qualifying" items that you could purchase were so limited. I switched to Chewy.com and my dog food, same brand, was $10 less. "
"Nothing but the best for my cats and me,
Just went online, even got the app. They are the best!
I made everything automatic, every month I'm getting the food and the litter delivered. They even e-mail me to let me know if I want to delay the delivery...
"
"wag's PRICES are OUTRAGEOUS!!!!! i thought i was getting good buys on everything. the cat canned food was fine - BUT I have been paying twice the price for a few years for litter!!!!! - - - - here is the price i pay for 20lbs of Fresh Step clumping kitty litter - 20 lb = $20.27- - - - -//- - -Here is the price at Petco (you can order from them, also) - 20 lbs. = $10.99 // 25 lbs. = $12.99 // 42 lbs. = $23.49 "
"Ordered on a Wednesday and promised delivery by Friday....Monday here and still no delivery. Called customer service upset because I needed what was ordered for my dog over the weekend. Only got sorry we will track it for you. Duh even I can do that but at least I should of been credited back my shipping that I paid. Will not be doing business with them again. Price was same as other sites I ordered through them thinking they would be quick as promised."
"wag.com prices are not competitive, make sure to search other sites/stores before purchase because others sell the exact same items at 30%~50% lower price. Flat rate shipping 7.99$ also ridiculously high (free shipping if $49+ but really hard to fill up to that # because everything is more expensive than other retailers), I do not recommend this website."
"I am so glad I placed the order. I was a little hesitate to order from this website because of the previous reviews I had read.
The order was received in the 2 days like they stated. I opened the box and the first thing I did was check the cans for dings and then the expiration date on the food. Well the cans are in perfect condition and the expiration date is 2018.
I feel confident in ordering from this company again. "
"I tried to return two items that I was unsatisfied with and they would not take them back, even though the items were in perfect condition. I just didn't have the original packaging.
If "complete (customer) satisfaction" is their "top priority" they should be able to make exceptions for people who spend a lot of money on their website. I would have continued to do so for years had I not been so repulsed.
They should revise their return policy to say that retention of profits is their top priority.
If I could give wag.com zero stars here, I would. Don't waste your time with wag.com. Chewy.com is the way to go. Excellent customer service - I bought a couple of things over the holidays that didn't work for my dog and instead of taking them back they told me to donate them to my local shelter. So kind and selfless of them! "
"Ordered 2 bags of Hills prescription cat food. When I get the food it has an expiration date in 5 months. I get the same exact food from my Vet, and it has an expiration date good for over 1 year. I contact Wag.com and tell them I don't want this old food they have sitting on their shelves. They told me to bad it is a prescription and I am stuck with it. Obviously this company makes money by selling old getting ready to expire prescription food. "
"I DO NOT recommend this company...I have had several issues with them. One being they do not have the right pricing on the website for the size food they have listed and ended up charging me for a 23 lb bag of food but only sent a 12 lb bag of food. I have 2 big dogs and within a week or so they go through 12 lbs of food. They wouldn't work with me and give me any credit back and make it right. I will not ever buy from them again!"