pawshake.com

Updated response: Hi Mariana, Thank you for taking the time to expand on your review. Having reviewed your updated comments, it is apparent that the majority of the issues you describe were not caused by a fault with the Pawshake platform, but by confusion arising from the use of multiple Pawshake accounts associated with different email addresses. The key point is that our Support team can only investigate the account information provided to us. Throughout your correspondence, you repeatedly contacted us from—and asked us to investigate—the email address of one Pawshake account, while the screenshots you later supplied related to a completely different account. At no stage did you initially provide the email address of the account you were actually referring to. We can only investigate the information we are given. If different accounts are referred to interchangeably without identifying which one you mean, it inevitably becomes impossible for us to identify the issue correctly. It is also important to understand how accounts work. An account is linked to the email address used to log in. Logging in with a different email address creates or accesses a different Pawshake account. The system cannot automatically recognise that two different email addresses belong to the same person, nor will it merge or link those accounts together. Despite this, your review portrays the situation as a platform failure and suggests our Support team refused to help. That is simply not what happened. Our team investigated the account connected to the email address you provided, explained why that profile could not be published, and advised what information was missing. When you maintained that everything had already been completed, we continued investigating until it became clear that you were referring to an entirely different account. Rather than continuing to work with our team to identify the correct account, you chose to leave a public one-star review criticising both the platform and our Support team while they were still assisting you and before providing the information needed for us to investigate the correct profile. Publicly criticising the platform does not resolve the issue if we have not been given the correct account details to work with. Your review also claims that our Support team "called you names." This is simply untrue. At no stage did anyone insult you or call you names. We explained that referring to multiple accounts interchangeably was causing confusion and that our team could only work with the information provided. That was a factual explanation of the situation, not a personal attack. Likewise, this was not a technical issue requiring intervention from our engineering team. The issue was identifying which of your multiple accounts required assistance. Once we realised more than one account was involved, we asked you to confirm all email addresses associated with your Pawshake accounts so we could identify the correct profile. We appreciate that having multiple accounts can become confusing. However, that is very different from portraying the matter as a platform failure or suggesting that our Support team was unwilling to assist. The correspondence shows that our team responded promptly, investigated the information available to them, and continued assisting until the true cause of the confusion became apparent. Kind regards, Pawshake Support

Hi Krystyna, We’re sorry to hear that you found the profile creation process frustrating. Pawshake has standards that all sitter profiles must meet before they can be published. These standards help ensure that pet owners can make informed decisions when choosing someone to care for their pets. Once your profile met those requirements, it was published, as I can see now. Creating a quality pet-sitting profile is not intended to be something completed in an hour on a whim. A good profile requires appropriate photos, clear information about your experience and services, and details that help owners understand the care you can provide. This process is deliberately designed to attract committed sitters who are prepared to provide a high-quality service. The information requested about emergencies and the care you provide is also important, as pet owners need to understand how their pets will be cared for and what procedures may apply in unexpected situations. We appreciate that completing the profile may take some time, but this is an important part of maintaining the quality and safety standards of the Pawshake community. Kind Regards Pawshake Support

Hi there, Thank you for sharing your feedback, and we’re glad to hear you like the idea behind Pawshake. We completely understand that setting up a sitter profile can take some time. Pet sitting is an important responsibility, and it’s not something that should be started on a whim — creating a strong profile helps both sitters and pet owners have the best possible experience. The good news is that you can save your progress and return to your profile whenever you have time. We understand that some of the requirements may feel detailed, but we have high standards when it comes to profile quality and trust within our community. Requirements such as using clear profile photos, looking at the camera, removing distractions, and avoiding screenshots or images with background bars/framing help ensure profiles look professional and welcoming to pet owners. Small details like these can make a big difference when owners are choosing someone to care for their pets. A clean, consistent photo gallery helps build confidence and makes profiles stand out. If you run into any difficulties or have questions about the requirements, our Support team is always happy to help you optimise your profile and guide you through the process of getting it online. Thank you again for taking the time to share your experience. Pawshake Support

Hi there, Thank you for your feedback. Pawshake's primary responsibility is to ensure the safety and welfare of pets entrusted to our platform. We strongly value the contributions of our pet sitters and recognise the important role they play in our community, but all service providers are required to meet certain standards designed to protect pets, owners, and sitters alike. It's also important to note that sitters on Pawshake operate as independent service providers rather than customers of the platform, as you have described yourself. As such, participation on the platform is subject to compliance with our policies, standards, and terms of service. As your review does not provide any details about the circumstances involved, we are unfortunately unable to comment on the specific situation that led to your concerns. Given the nature of your comments, it appears you may be referring to a suspension or account-related decision, but without knowing who you are we cannot verify this. We would be happy to discuss your concerns directly and review the matter further if you contact us and provide details of your account so we can understand the circumstances and respond appropriately. Pawshake Support